Business Profile

Airlines

Alaska Airlines

Headquarters

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Complaints

This profile includes complaints for Alaska Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

619 total complaints in the last 3 years.
202 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We paid about $600 for two ONE Way flights from ****** to ***. Our flight was 287 on Alaska Airlines. We traveled 2 hours to the airport and checked in on the way. Got to the airport at 6:30pm to check in... and was told 5 minutes after that the flight is delayed FIVE HOURS! Ends up they are awaiting a flight from ******** .. which is at least a 5/6 hour flight. If that is the flight we are waiting for and if it didn't leave by 9am ******** time... that means Alaska had HOURS to let us know that our flight was delayed!! Now we are spending 5 hours sitting in the airport... and we won't land until 4am... won't be hone till about 6am, which will be 9am NY time. We will be up for 24 hours, and I have to be alert as I teach at 9am..I don't understand how this business is allowed to hide these important details, *** not compensate us, give us a voucher, a hotel for 5 hours, or put us on a new flight!? They had HOURS to notify us of this delayed flight and now WE are stuck sitting here wasting our precious life hours in an airport, and expected to stay up for 24 hours and sleep 2 hours before working?? How is this acceptable? Especially on a $300 ONE way flight? They should have notified us of the delay BEFORE we left for the airport and I could have then decided to reschedule and be able to sleep prior to having to teach..they should have offered us a voucher, a new flight or a hotel after their error. Its unacceptable when it could have been easily resolved with a simple text or email. I could have spent my time having dinner with my ******************************************************* an airport without any chance to rest, expecting us to stay up for 24 hours, and get 2 hours of sleep! Do they treat their Pilots like this? Sleep is extremely important and our time is money! This should not be acceptable and they should compensate us for our flights, food, and struggle.
Business Response
Date: 07/11/2023

July 11, 2023

Dear ****,

Thank you for your email to the Better Business Bureau regarding your flight on 7/9/2023 from ****** to ***********. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

In reviewing your concerns, I am unclear why you thought your incoming aircraft was coming from ********. It was actually coming from *********** and the reason it was delayed was due to weather in ******. Weather can be unpredictable and that is why we did not let you know prior to 6:30 that your flight was delayed. We do all possible to get you to your destination safely and on time. Unfortunately, I am unable to increase the amount of compensation you have already received.

Mark, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

***********************
Customer Care Specialist

Reference#: *******
Customer Answer
Date: 07/11/2023

Complaint: 20295903

I am rejecting this response because A. I was told the plane was coming from ********, either way *********** is a good 6 hour flight. If the plane didnt leave by 9:30am PST, Alaska KNEW the plane would be delayed. By 12pm PST, 3pm EST, ****** knew the plane did not yet leave from LA, which means it would not be arriving until about 9pm that night. I'm not sure what time the plane left LA, but they had HOURS in which to notifiy us before allowing us all to rush to the airport. We were stuck sitting in a chair, and spending $50 on 2 sandwiches and some snacks, since we had a 5 hour trip ahead offering nothing to us, no snack at all. And no personal tv or movie. How can they delay a flight for FIVE hours without notifying customers and giving them money for lost time and food. WE were told we would receive a refund, instead we received a $100 waiver.... I don't want to be stuck with flying Alaska. Its obviously an unreliable, no frills airline. Yes, nature runs its course, but at 2:45pm Eastern the website said the flight was ON TIME, but if it is waiting for a flight from LA that takes 5-6 hours and has not left the airport, you know the flight will be delayed. In the next 3 hours you still did not notify us, knowing the flight still had not left the LA airport. We could have saved the $100 we spent in the airport on food, and drink, we could have planned to get a new flight so we can avoid missing a night of sleep. Do you treat your pilots like this? These flights were expensive and we could have easily been notified, we deserve a refund and payment for money spent at the airport during our over 6 hour wait. You can void your vouchers, we don't want them.

Sincerely,

*****************************
Business Response
Date: 07/20/2023

July 20, 2023

Dear ****,

Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.

We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.

I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.

Sincerely,

***********************
Customer Care Specialist

Reference#: *******
Initial Complaint
Date:07/07/2023
Type:Sales and Advertising Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased three round-trip tickets from ******* to ************* for my family on 07/04/2023 around 4:50 pm. The ticket price that I got when searching the flights was around $423 per ticket with a total around $1270 for three tickets. When I processed the purchase, every steps/pages showed the same price except on the last payment page where the total price increased to $1463, which was around $488 per ticket. Clicking on the price detail link, I saw that there were charges for various taxes and fees adding up to more than $60. So I thought that the ticket prices on the search list did not include those taxes and fees, and then I just went ahead to purchase the tickets.Next day on 07/05/2023 around 7 pm, I purchased another round-trip ticket from ******* to *************. For this purchase, however, the price that I got when searching the flights was the same as the price that I finally paid for the ticket. Then I called Alaska Airline immediately and confirmed that the ticket prices in the flight searching list should already include all taxes and fees. Then I asked why I was asked to pay over $60 more for each ticket, which is about $193 in total for three tickets. I was told that the ticket price might have been increased at the moment of the payment.The explanation that I got doesn't sound right to me. Purchasing a ticket online should just take a few minutes after determining which flight tickets to buy, and the ticket prices should have been locked at the time of processing the ticket purchasing. Increasing the price of the ticket at the moment of processing payment is not fair to the customers, and I also feel that I was cheated.Therefore, I would like Alaska Airline to adjust my ticket prices and refund me the overcharged payment, which is about $193.I am not sure if it is safe to provide my confirmation codes here, but if needed, I can provide them to the airline. My ticket information is also saved on our Alaska Mileage accounts.
Business Response
Date: 07/11/2023

July 11, 2023

Dear ********,

Thank you for your email to the Better Business Bureau. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.

So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with your confirmation codes.

As always, thank you for flying with us. We look forward to your reply.

Sincerely,

***********************
Customer Care Specialist

Reference#: *******
Customer Answer
Date: 07/11/2023

Better Business Bureau:

Alaska Airline is asking me to provide confirmation code. The confirmation code for our tickets from ******* to *** is MUAUYN. Please provide this code to Alaska Airline.

Sincerely,

******** ****
Initial Complaint
Date:07/07/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Confirmation code: NRYOTZ Alaska Airlines is refusing to fully refund the taxes and fees for award tickets I canceled within an hour! The website clearly stated that I had 24 hours to cancel for full refund. I spoke to an agent who refused to process the refund. I was transferred by that agent to another department and was told the wait time was 10 minutes. I waited almost 30 minutes, but no one answered. Basically, they're giving me the run around!
Business Response
Date: 07/11/2023

July 11, 2023

Dear *****,

I appreciate that you took the time to contact the Better Business Bureau regarding the taxes and fees for confirmation code NRYOTZ.

In reviewing your reservation, the taxes and fees were refunded. Please review your bank statement as it can take 7 business days to see the credit.

As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

Sincerely,

***********************
Customer Care Specialist

Reference#: *******
Customer Answer
Date: 07/11/2023

Complaint: 20289848

I am rejecting this response because: Alaska Airlines only processed the refund for taxes. They have not refunded the $37.50 fee.

Sincerely,

***************************
Business Response
Date: 07/20/2023

July 20, 2023

Dear *****,

Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.

As stated in my previous email, our records indicate the fee was refunded also. Please check with your financial institution.

I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.

Sincerely,

***********************
Customer Care Specialist

Reference#: *******
Customer Answer
Date: 08/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:07/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I were late to the check in at the airport because of the very long line due to construction everyone knows about at *** airport. The representatives said theyd rebook ** for free but I had to call customer **********************. I called and they refused to rebook me; instead, they said I was lucky they didnt cancel my return flight and I had to pay $200 on top to get on a new flight instead of rebooking for free. They said multiple times it was an exception. Id like to receive $200 I paid extra. I paid for 2 tickets round trip and they didnt let me rebook for free even though it was possible at the airport register. ***** on the phone said they already made an exception of letting me use the tickets I paid for. Again, I paid for the tickets which they are allowing me to use. This is the worst airline Ive ever had to deal with and never will.
Business Response
Date: 07/18/2023

July 18, 2023

Dear ****,

Thank you for your email to the Better Business Bureau regarding your and ********'s flight from ******** to *********** in April. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

Because our customers count on us for an orderly and on-time departure, we have instituted a check-in procedure that requires our customers to be checked in at a minimum of forty minutes prior to the scheduled departure time and available for boarding at the departure gate at a minimum of thirty minutes prior to the scheduled departure time. At ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departure. There may be stricter airport-specific check-in procedures that vary from airport-to-airport; therefore, we always recommend reviewing our Traveling with us on alaskaair.com prior to your flight for the most up-to-date information. Allowing customers to check-in late may delay the flight, as it affects many behind-the-scenes fuel, baggage, and weight-and-balance calculations being performed by our pilots and dispatch personnel. Therefore, in fairness to all our customers, we must respectfully decline late check-in attempts.

The tickets that you purchased were non-refundable/non-changeable which is why our agents at the airport could not rebook you and advised you contact our ***********************. When you missed your outbound flight, this caused your entire ticket to be forfeited. However, when ******** contacted our *********************** and explained the situation, they made an exception and advised they would save your return but there was no value on your outbound. ******** advised our agent she understood and accepted this. Unfortunately, we are unable to provide you with any additional compensation or reimbursement as we made an exception for you already.

I sincerely apologize that this procedure inconvenienced you on your recent trip and hope your future air travels go smoother. ****, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

***********************
Customer Care Specialist

Reference#: *******
Customer Answer
Date: 07/18/2023

Complaint: 20287945

I am rejecting this response because: I paid $400 for two round trip tickets. I missed first flight due to construction at the airport. Alaska Airlines representatives at the airport offered to rebook. I called them instead. They charged me additional $200 instead of rebooking for free. If I didnt call them that wouldve been free. I want $200 back. I dont think letting me on a flight that I paid for is considered an exception.

Sincerely,

*********************
Initial Complaint
Date:07/06/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My family booked three tickets from *** to SEA (confirmation code: #WOARNP) where the AS796 was supposed to depart at 10:10am of 6/28/2023, but it was until 8pm that we were notified it was to be cancelled. Then we were rescheduled to a flight on 11:00am 6/29/2023. However, it was cancelled again and we were told that the only available slot was 8pm 6/30/2023.This significant delay has ruined our trip. The repetitive cancellation and rescheduling is extremely frustrating especially for us travelling with kid. Additionally, due to the late cancellation notice from Alaska Airlines on 6/28, I was unable to get refunds for the car rental and hotel reservations. I have attached the receipts for all my loss here, I demand at least Alaska Airlines should cover those non refundable expenses for 6/28/23-6/30/23 totally caused by their delay.
Business Response
Date: 07/11/2023

July 11, 2023

Dear **,

Thank you for your email to the Better Business Bureau regarding your flight from ************** to ******* on 6/28/2023.

I see that you have been in contact with our ************* Department. After a thorough review of the circumstances, we are unable to reimburse you for any prepaid expenses.

I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.

Sincerely,

***********************
************* Specialist

Reference#: *******
Customer Answer
Date: 07/11/2023

Complaint: 20282131

I am rejecting this response because:
According to the definition on Alaska's website, this cancellation and delay is categorized as controllable cancellation due to technical issue. Alaska Airlines is totally responsible for my loss of car rental and hotels of 6/28-6/30 due to their mechanic failure, which is reasonable.
Sincerely,

*************
Initial Complaint
Date:07/04/2023
Type:Delivery Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My luggage was delayed and I purchased essential items as it took 5 days for me to be reunited with luggage. While it was delivered after 3 days, I was still traveling when it was delivered and according to Alaska, it was not possible for them to guarantee delivery at a specific time. Because I was still traveling, my destination changed daily. I was promised reimbursement for essential items but my requests for reimbursement have been ignored. I'm seeking $249.50, which I think it quite reasonable for being separated from my luggage for 5 days.Thank you for your consideration.****
Business Response
Date: 07/12/2023
July 11, 2023

Dear ****,

This is in response to your BBB Complaint #********. I appreciate the opportunity to address your concerns.

Although I am happy that you were reunited with your luggage, I am sorry for the extended wait and frustration this has caused you. We know that this experience didnt live up to your expectations and regret that we fell short of delivering the reliable and remarkable service that you expect from us.

I apologize for the delay in processing your interim expenses payment. I completed processing your reimbursement in the amount of $249.50.Please follow the instructions in the email you'll receive titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days. You should receive this email in the next seven days.

While I hope your luggage is never delayed again, please know that you can call our Central Baggage Service Office for an update regarding your interim expenses claim. You can reach us at ************. We are open seven days a week from 6 am to 10 pm PST.

I have also included a $100 travel voucher for use on a future flight. I know that this does not take away from your negative experience, but I do hope this voucher is accepted in the manner that it is intended.

Please reference the appropriate code below at the time of booking. To use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form. Your Discount Code must be ticketed within one year from the date of this email and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. Complete Discount Code rules and restrictions can be found online at alaskaair.com.

***************, Discount Code (eCert code) ECSR100CSCMX1347403, in the amount of $100

Please know I have shared your experience with the delivery of your luggage with our *********** Station Managers. It is my sincere belief that by doing so we will be able to improve our processes to better serve you and other guests in the future.

I know that this is not what you were expecting from your travel experience, and I sincerely apologize. I invite you to join us on a future flight as I am confident that we will provide you with the exceptional customer ********************** that you deserve.

Sincerely,

Catie
Central Baggage Services

Reference#: 8730657
Incident#: LAXAS14804642
Customer Answer
Date: 07/19/2023

Complaint: 20273626

I am rejecting this response because: it has been seven days and I have not received the email which was promised to process the reimbursement. Im hopeful this is just an unintentional delay but unfortunately the matter is not resolved. Please contact me again.

Sincerely,

***************
Initial Complaint
Date:07/03/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On or around April I and others book a flight from ******* ** to ****** ** leaving July 5, 2023 and retuning July 10, 2023 this ticket included a rental car also. On June 27, ******************************************** to not be able to continue with the pkans of this trip. July 1, 2023 I contacted Alaska Airlines to cancel the trip and recieving a credit for a future trip within a year. I was told that because this ticket was purchased with a third party partner my ticket is not refundable, able to be credited, or transferable because it was a economy seat. That does not even sound right. So these business can just take peoples money flat out. I really was looking forward to this trip and this unexpected death has forced me to pull out. And its a same that my money will not be refunded or credited fir future use just taken out right
Business Response
Date: 07/04/2023

July 4, 2023

Dear Anass,

Thank you for your email to the Better Business Bureau regarding your flight on July 5th to ******, *****. I am so very sorry for your loss.

As an exception, I have requested a refund of your ticket. You should see a credit within 7 business days.

Anass, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

***********************
Customer Care Specialist

Reference#: *******
Customer Answer
Date: 08/10/2023
See attachment ******** CR
Business Response
Date: 08/10/2023

August 10, 2023

Dear *****,

Thank you for your email to the Better Business Bureau regarding the credit I authorized.

The credit should have already gone back to the original form of payment which is the credit card ending in 5206.

As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

Sincerely,

***********************
Customer Care Specialist

Reference#: *******
Initial Complaint
Date:07/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
SEA -> *** Flight 2- changed my seat 2 or 3 times, the final time after I boarded the plane and was seated. The ** did not work The entire flight. We were stuck in the hot plane about an hour before take off. Pilot even acknowledged the heat asking us to close our windows. It was beyond miserable on that plane, I was so hot and uncomfortable.FAT -> SEA Flight 3- my seat was taken when I boarded, the flight attendants sat a handicapped lady in my seat who could not be moved. I had to sit in the middle seat. She has a service dog who was crawling all over my legs and feet the entire flight. SEA -> *** Flight 4- they forced me to check my bag despite being one of the first to board and the bins being basically empty. They said it was because not enough people volunteered to check my bag and that its wasnt optional. By the time everyone boarded there was 2 completely empty bins my bag could have easily fit in. Child behind me screamed and freaked out almost the entire time. Wouldnt stop slamming the seat back table up and down. Flight attendants walked by serval times and just smiled, never asked the parent to buckle their child into their seat. Contacted the Alaska texting service and was told to reach out to customer care to be refunded for my seat and that Yes, they will take care of you. I would guess they will do more than just the seat. Called customer care- the lady could not care less about the issues I experienced, was not sympathetic and simply dismissed everything I was saying. For the HIGH price I paid for these flights this is not the experience is should have received. I paid almost $600 for this flight. The lady said I was already being refunded for my seat- I have no idea how since I hadnt been notified of any refund or request and that she could give me a $75 voucher for future travel, which she claimed was her being nice because none of my issues required a credit. I told her no thank you because I wont be flying Alaska again.
Business Response
Date: 07/04/2023

July 4, 2023

Dear ******,

Thank you for your email to the Better Business Bureau regarding your recent flight.

In reviewing your concerns, I noted you have been in contact with our ************* Department. Our agent offered you compensation for your experience and you declined. I would be more than happy to honor that if you would like it.

Kaylin, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

***********************
************* Specialist

Reference#: *******
Customer Answer
Date: 07/04/2023

Complaint: 20268650

I am rejecting this response because: I clearly said in my original message the lady with customer care offered me a $75 voucher to be nice she did not offer me a refund or compensation I would use because I will not fly Alaska again after my experience. She also did not apologize or sympathize for anything I went through. If your agent saying Ill give you a $75 credit which is nice of me because its not required is your thought of a resolution then Alaskas customer ********************** problems run much deeper.

Sincerely,

*****************************
Initial Complaint
Date:06/23/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Was moved without any compensation
Business Response
Date: 06/27/2023

June 27, 2023

Dear *******,

Thank you for your email to the Better Business Bureau regarding your recent flight from ********* to ******.

Unlike many other airlines, Alaska continues to offer our customers the option to request their desired seat assignments at no additional charge. Regrettably, our staff is occasionally faced with the unfortunate task of having to involuntarily change a ticketed customers seat assignment, which can happen for a multitude of reasons. However, I can assure you that such changes are not undertaken without due consideration and are only done when absolutely necessary for operational reasons. I understand the importance and convenience of assigned seating and apologize for the disappointment you experienced.

*******, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

***********************
Customer Care Specialist

Reference#: *******
Initial Complaint
Date:06/20/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 2021 my wife and I booked a cruise to Alaska and bought return airplane tickets from ********* to ******* on Alaska Airlines. The cruise was cancelled due to Covid restrictions and was rescheduled to September, 2023. I called Alaska in 2022 to reschedule the tickets to 2023 and was told they couldn't book flights that far in advance. I was told to reschedule them to 7/11/2023 and call in prior to that date to reschedule them to 9/22/23. I was charged an additional $59.30 for the reschedule. When I called to reschedule them today I was told that they could not do it and either I use the tickets or forfeit them. I'm asking for your help to demand Alaska refund the cost of the tickets and cost of rescheduling them. The total for both tickets confirmation codes QDSOJJ and TOTSNL was $653.60. I have already purchased our return flight on another airline. Thank you for your help.
Business Response
Date: 06/27/2023

June 27, 2023

Dear ******,

Thank you for your email to the Better Business Bureau regarding your unused tickets.

We understand that things happen and due to what you described, we are happy to offer an exception and refund your tickets without a service fee. A refund will be processed back to your credit card ending in within 7 business days of this correspondence. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.

**************** is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

***********************
Customer Care Specialist

Reference#: *******
Customer Answer
Date: 06/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** And ***********************************

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Alaska Airlines is NOT a BBB Accredited Business.