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.

If you've experienced an issue

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:06/16/2023
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.
In late January, I purchased a round-trip flight to *********, ********. Leaving ******, ****** Airport on February 4th, 2023. Returning on, February 14th, 2023. I was at the Airport 2 hours early, as requested (3AM). I purchased flight insurance with Allianz, as well. When it came time to board my boarding ticket that had I saved on my smartphone, disappeared due to a technical issue. I couldn't pull it back up, to save my life! With only my ID handy, I was turned away by the security officer. Told to return to the Alaskan Airline desk to retrieve a paper boarding pass, I did so. Only to discover, no attendants in sight. They had apparently, closed the desk. In desperation, I called Alaska Airlines. It was suggested by a representative that, I go to a kiosk for a print out. Which, I did. To my dismay, it was too late. Boarding was in it's final phase so... consequently? I missed my flight. I never truly felt, I was completely at fault. I'm "old school." Meaning, unfamiliar with smartphones etc., when one experiences a technical difficulty. I hadn't flown anywhere, in over a decade. Seems to me if, just ONE person had been in attendance at the Alaska Airline desk, I would have made my flight. In all... it turned out to be, a very expensive day!
Business Response
Date: 06/20/2023

June 20, 2023

Dear ****,

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

I see that you have been in contact with our ************************ and they have provided you with an email to send to your travel insurance company. My hope is that they will help you.

Unfortunately, in our smaller stations, the agents who are at the counter have to shut it down 40 minutes prior to departure in order to work the flight itself. That is the reason noone was available to assist you with printing a boarding pass.

****, 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:06/16/2023
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.
My name is ***** *****. I would like to complain about Alaska Airlines handling with ticket cancellation against their 24 hour cancellation policy. I accidently purchased a second set of airline tickets for a trip from ******************* to ******* because I was not given confirmation of purchase of the first set of tickets from Alaska Airlines until two days later at 3:00 AM. I thought the first purchase did not go through correctly. I tried to cancel within 24 hours of purchasing the second set of tickets ( 30 minutes later after booking) but was told I would need to pay a cancellation fee. That does not seem fair. According to the Alaska Airline 24-hour cancellation policy on the Alaska Airlines website, a person can get a full refund or make a change to their itinerary within 24 hours of purchase with no change fees.
Business Response
Date: 06/20/2023

June 20, 2023

Dear Young,

I appreciate that you took the time to contact the Better Business Bureau regarding the second reservation you had accidentally purchased.

I do see that you have been in contact with our ************************ and we have refunded the duplicate reservation for you.

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:06/15/2023
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.
I purchased round trip saver fare tickets on Mar 9 2023 for $617 each for a grand total of $1234, there wasnt a nonstop flight going but we did secure one coming back (*** to ***). Today I am online and see a NONSTOP option that wasnt available on March 9, and the saver fare price is $444 per ticket!!! I called reservations and asked to change my departure flight to the nonstop option and was told that no exceptions can be made because if saver fare. The website also claims that this is the lowest fare flight, which is clearly untrue. I feel an bait and switch tactic was made when the airline added a new flight which cost much lower than the saver fare that I was charged when I purchase earlier. There should be an exception, and not just if my flight time changes by an hour. I paid way more money and it is less money to fly MAIN cabin at this time. I dont understand this discrepancy and why my flight cannot be changed when I clearly dont have the cheapest flight as advertised. I feel like this is fraud and I am asking for an exception to be made to this departing flight to the NONSTOP option leaving on the same day Jul 28 2023. Please respond, thank you.
Business Response
Date: 06/20/2023

June 20, 2023

Dear *******,

Thank you for your email to the Better Business Bureau. 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.

To suit the travel needs of a diverse customer base, ******************** offers a wide variety of fares, from value-oriented, advance-purchase fares that come with certain restrictions, to our full flex fares, which carry little or no restrictions. The number of tickets sold at each fare level is carefully managed by the airline to ensure the fine balance between competitive fares that offer a good customer value and providing for a margin of profit. To allow for a reasonable margin of profit on each flight, an airline will generally have certain guidelines and restrictions for tickets available at each fare level, such as an advance booking requirement, minimum or maximum stay, or season-, date-, time-, or flight-specific availability. In most cases, the lower a fare is, the more restrictive the associated guidelines may be. The ticket you purchased is a non-refundable, non-changeable ticket and therefore we are unable to change your flight to the nonstop. As feedback from our customers is taken in to account when determining our fare levels, guidelines, and availability, I have taken the liberty of sharing your comments with our Revenue and **************** managers for their review.

*******, 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:06/15/2023
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.
For the case We are a family of ** ****, *********************, and ************** that scheduled to travel with Alaska Airlines on flight number [AS 211] from ******, ****** to *******, ********** on June 11th, 2023. However, we were informed on the day of June 11th that our flight had been canceled. No immediate alternative was offered to ** which resulted in an unexpected and very stressful situation. The sudden cancellation caused considerable inconvenience, especially as we were traveling with our 2-year-old baby. As I am sure you can imagine, managing such an unexpected change in travel plans with a toddler adds a layer of difficulty and anxiety to the situation.For the requirement I kindly request that Alaska Airlines consider reimbursing ** for these additional expenses, These included costs for an extended hotel stay for $712 and transportation for $55.I can attach all the relevant receipts and documents pertaining to the extra expenses we had to incur as a result of the cancellation.
Business Response
Date: 06/20/2023

June 20, 2023

Dear **,

Thank you for your email to the Better Business Bureau regarding your return flight from ****** on June 11th.

When you made arrangements to travel with ** you had every reason to expect that we would deliver you to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight was canceled due to a mechanical issue. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in ** for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

We are more than happy to reimburse reasonable expenses incurred. In reviewing your room reservation, I am unable to reimburse you for the entire amount. However, I can reimburse you for $400 and then an additional $55 for your transportation. Please confirm your mailing address and I will submit it to our Accounting Department.

Li, 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: 06/20/2023

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,

Li ****
Customer Answer
Date: 07/27/2023
Hi,
I do not receive any refund from Alaska Airlines, could you help with this?
Thanks!
Business Response
Date: 07/27/2023

July 27, 2023

Dear **,

I appreciate that you took the time to contact the Better Business Bureau regarding a refund.

In reviewing your case, the last email I sent you was asking for a receipt. What you sent was a copy of your hotel booking confirmation, not a receipt. Prior to reimbursing you for this up to a maximum of $400, I will need an actual folio receipt from the hotel and confirmation of your mailing address.

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: 08/08/2023

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.
I have attached the screenshot receipt from my credit card (still waiting for the response from ************************************).
My address is: ***************************************************************
Please let me know if you need anything else.
Sincerely,

*************
Initial Complaint
Date:06/09/2023
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.
We have a flight scheduled last summer, which we had to cancel due to catching Covid a couple days before the flight.We did the right thing and canceled our flight with Alaska and received a certificate to use as the flights were booked through a partner airline. At the time we thought we would reschedule the flight in the winter of 2022, but wound up not rescheduling the trip as Alaska did not service the location with many flights. We deposited the certificates into Alaska's wallet system in ********************************* account, 11/29/2022. At the start of 2023 we remembered the miles might be needed to be used. On March 1, my husband logged into my Alaska account to chat with a Alaska's online support. He told support we had miles from a canceled flight due to COVID, and asked when the expiration was. *** representative said ***** would expire after 2 years of inactivity. Unfortunately my husband mis-spoke and didn't realize the certificate had different expiration dates than miles. *** representative led us to believe the miles would be good for another 1+ year past expiration, but we discovered tonight they actually expired at the start of the month!In checking Alaska's wallet system, the certificates have now expired and show $0 for all. Despite adding the certificates to their account system, there was never a email reminder of the ticket expiration that we are aware of.We tried to act in good faith by asking for support in March. Now that we realize there was a misunderstanding, we hope Alaska would let us still use the certificates within a few days of their expiration date. It's also very confusing that the certificates expire off the original booking date, rather than the original flight date.
Business Response
Date: 06/20/2023

June 20, 2023

Dear ********,

Thank you your email to the Better Business Bureau regarding your residual value certificates from a flight canceled due to Covid.

In reviewing your concerns, I see that you contacted our ************************ and they have issued you Discount Codes for the value of your expired residual value certificates. I was happy to see that our agent made this exception for you.

********, 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: 06/20/2023

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. While their initial chat support said that there was no option to move forward, their ************* team, open during typical business hours, did offer to convert my certificates to discount codes of comparable value with an extended use date. I appreciate Alaska Airlines was willing to make this offer.

Sincerely,

*****************************
Initial Complaint
Date:06/07/2023
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.
I have booked a flight with Alaska Airlines last year Amount: $546.50 Travel date: 7/10/2022 Route: ***/ANC/RT The flight has been cancelled by Alaska Airlines, and they refused to return the money, with an excuse that "it was a non-refundable flight". But that's not how non-refundable flights works, they cancelled the flight, not me. So, I have submitted a dispute Dispute: CB ************ and got the money back through my bank ***** of America). And I thought it was all resolved.I booked another flight with Alaska Airlines this year Travel date: 6/22/2022 Reservation #: VUUGXT Today I got an email from them, saying that the flight is on hold until I pay my past debt of $546.50.I find this to be an unacceptable business conduct. First, they didn't provide the service last year, now they are expecting me to pay for that cancelled service, and also are not providing the service I paid for this year.
Business Response
Date: 06/08/2023

June 8, 2023

Dear ******,

Thank you for your email to the Better Business Bureau regarding your upcoming reservation. sharing your . 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 looking at your reservation for travel in July of 2022, although we had a schedule change, you had purchased a Saver Fare ticket which is non-refundable and non-changeable, which you agreed to at the time of purchase. Therefore you are not entitled to a refund. When you disputed the charge with your bank, they provided you with the funds from that ticket and they shouldn't have due to the rules of the fare. Therefore, you still owe us the $546.50 and until that is paid, you will not be able to fly on Alaska. Please contact our ********************* at ************ for assistance.

******, 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: 06/08/2023

Complaint: 20158932

I am rejecting this response because:
The flight was cancelled by Alaska Airlines (not by me!). I am attaching the initial reservation, the flight outlined there never happened.
I understand how I may not get refunded if I cancel or change a reservation myself. But the business does not get to cancel and not refund me (which was the can in this instance). That's why I submitted a dispute.

Sincerely,

*******************************
Business Response
Date: 06/13/2023

June 13, 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 already advised, you will need to pay ** the $546.50 and, until that is paid, you will not be able to fly on Alaska. Please contact our ********************* at ************ for assistance.

Sincerely,

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

Reference#: *******
Customer Answer
Date: 06/15/2023

Complaint: 20158932

I am rejecting this response because:
As previously noted, Alaska Airlines is requiring me to pay for a service (July 2022 flight) it didn't provide. And uses that as an excuse to cancel another one of my flights (June 2023) that I have fully paid for. I find this kind of manipulative blackmailing strategy to be an unacceptable business conduct; and if the June 2023 flight does not happen it will be a theft as well.
To recap the events that led up to the situation:
In 2022 I booked a ticked with Alaska Airlines *** <-> ANC (reservation # KOOGAQ) for a direct flight both ways. A few weeks before the flight I read on the news that Alaska Airlines was cancelling all direct flights between ******** and *********. I logged into my account to check on the reservation (I did that myself, there was no notification from Alaska Airlines), and found a notification stating that the flight was indeed "affected by a schedule change" and that I had to call Alaska Airlines to confirm the new trip details. I tried calling Alaska Airlines multiple times, but every time I would encounter an estimated wait time of ~4hours (I assume because a lot of people would be calling them with a similar concern). Considering that: 1) I was not able to reach them 2) there were no direct Alaska Airlines flights *** <-> ANC (from multiple news sources and I have also checked the Alaska Airlines website for available tickets and there were no direct ones), and 3) a several hours longer layover flight would not work for me, I have submitted a dispute with my bank to get my money back for the reservation. The dispute has been resolved in my favor and I got my money, $546.50, back. It seemed like the matter has been settled.
In 2023 I booked another ticket with Alaska Airlines, this time *** <-> *** (reservation # VUUGXT). Two weeks before the flight I got a memo from them stating: "Your reservation VUUGXT is on hold as a result of an outstanding debt of $546.50 for past charges that were disputed by the bank". I called and also emailed them to find out what was going on. It turns out they were not satisfied with the 2022 issue resolution, and were retaliating by blocking my 2023 reservation.
They insist that the flight I have reserved in 2022 did fly and that I didn't show up. When I asked them to give me more details about that flight that "did fly" they refused to give me the details and only gave me the flight number 891, which was different from the one I have originally booked (871). Upon further checking, I have discovered that the flight 891 was from ******** to *******, so they were indeed trying to put me on a considerably longer layover flight, but would refuse to admit it by holding back the details. Since that kind of flight would not work for me, and I could not reach Alaska Airlines at the time (2022) to discuss/reschedule, I was in the right to dispute the original transaction, and don't owe them anything.
Side note: regardless of how Alaska Airlines feels about the 2022 issue, if they had any outstanding concerns they should have brought them up and discussed separately. Forcing me to pay them extra money, by blocking a fully paid service a year later is a reprehensible conduct.
All supporting documents are attached.
Sincerely,

*******************************
Initial Complaint
Date:06/07/2023
Type:Service or Repair 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.
Alaska Airlines booked me and my family (4 passengers) on a flight (AS9203) on 5/17 - first class. When we arrived at the airport with our luggage, we were informed that this was a technical problem and this flight didnt go to *******. Instead we were forcefully rebooked from *** to SEA by Alaska airlines to a much longer flight with 1 connection (through *************) and all economy. Nobody refunded ** for flying economy instead of paid first class. Additionally, we were forced to pay 100$ for luggage overweight, which wouldnt be the case in first class, but was the case for the forced economy ticket. Nonsense and high inconvenience for **.
Business Response
Date: 06/07/2023

June 7, 2023

Dear ****,

Thank you for sharing your concerns with the Better Business Bureau regarding your flight from ******* to ******* on May 16th. 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.

When you made arrangements to travel with us you had every reason to expect that we would deliver you to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight was canceled due to a mechanical issue. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in ** for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

To make it up to you, we've included four Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at alaskaair.com.

***************, Discount Code ECSR400CYCPH107130, in the amount of $400

***********************, Discount Code ECSR400CCCWH107131, in the amount of $400

****** *******************, Discount Code ECSR400CMCSH107132, in the amount of $400

***** *******************, Discount Code ECSR400CGCHH107133, in the amount of $400

In addition, I have submitted a request to our ********************* to refund the difference in fare from First Class to Coach. You should see a credit within 7 business days.

I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.

Sincerely,

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

Reference#: *******
Customer Answer
Date: 06/21/2023
Dear BBB team,

Im following up on the mentioned case, because Alaska Airlines did not fulfill their promised action to refund me the price difference within 7 business days. I have not received any refunds from them.
Please follow up with Alaska and escalate the matter.

Thank you in advance

Best Regards
Jing Qui
Business Response
Date: 06/27/2023

June 27, 2023

Dear ****,

I appreciate that you took the time to contact the Better Business Bureau regarding a refund of the downgrade on your flight.

Because your tickets were originally on Eva **** we had to send them the request to refund it. The request was sent on 6/8. You will need to contact them to check on the status of your refund. My apologies that we did not advise you of this when you first wrote.

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: 07/07/2023
Dear BBB team,

Im following up on the mentioned case, because Alaska Airlines did not fulfill their promised action to refund me the price difference within 7 business days. I have not received any refunds from them.
Please follow up with Alaska and escalate the matter.

Thank you in advance

Best Regards
***************

Customer Answer
Date: 07/07/2023
Thank you for your help. I missed the window respond and would like to close this case. I am satisfied (and very grateful) for the outcome.

Thank you!
*******************************

Customer Answer
Date: 08/10/2023
Hi ******,

My name is ***************. Heres my claim#********. This case was closed by Alaska Airlines, according to what they have promised about refund the price difference to my credit card(which they didnt even ask the info for, they dont have any of my credit card info on file nor asked my and my familys membership accounts with them) and $400 credit vouchers to put under each persons name in **** business days. More than a month passed by I received none of what they have offered. Please help me to reopen the case and see if I can reach out to them again. This is not acceptable! Its wasting so much time and energy for me! Im so disappointed with them. Really need them to give me an answer and explanations on all of this. I appreciate all your help.

Thank you,

***************
Business Response
Date: 08/22/2023

August 22, 2023

Dear ****,

Thank you for your email to the Better Business Bureau regarding vouchers for the delay of your flight and a credit for the downgrade.

I checked with our ********************* and we processed the credit on 6/8/2023 but because the original ticket was issued on ************ we had to send the funds to them. They, in turn, should have credited you. In addition, we sent you the $400 Discount Codes on June 7, 2023. I have copied the email below:

June 7, 2023

Dear ****,

Thank you for sharing your concerns with the Better Business Bureau regarding your flight from ******* to ******* on May 16th. 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.

When you made arrangements to travel with us you had every reason to expect that we would deliver you to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight was canceled due to a mechanical issue. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

To make it up to you, we've included four Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at alaskaair.com.

***************, Discount Code ECSR400CYCPH107130, in the amount of $400

***********************, Discount Code ECSR400CCCWH107131, in the amount of $400

****** *******************, Discount Code ECSR400CMCSH107132, in the amount of $400

***** *******************, Discount Code ECSR400CGCHH107133, in the amount of $400

In addition, I have submitted a request to our ********************* to refund the difference in fare from First Class to Coach. You should see a credit within 7 business days.

I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.

Sincerely,

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

Reference#: *******

Jing, 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: 08/30/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I need to know whats the total amount of the price difference for each person that Alaska ******* refunded the money back to Eva ******* on 6/8. They didnt mention in the reply. Thank you

Sincerely,

***************
Initial Complaint
Date:05/31/2023
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.
On May 27, 2023, I was supposed to fly from ******* to *******, which was the second lag of my journey. Alaska Air printed my boarding pass, which had two gates, C7 and C17. I took the first flight and then spent two hours at gate C17, for the second leg. I realized, too late, that it was the wrong gate. I travel all the time, have never missed a flight before, and there was no announcement about the change, nor was my named called. When I arrived at the proper gate, I was two minutes too late and they refused to board me. They gave me a new boarding pass, but crossed out the gate number (wrong gate numbers seems to be common), for departure the next day. I had to take an Uber for $17, the hotel was $214, and I had to pay ************* for $6. I believe that this was an error on the airlines part and I deserve to be reimbursed.
Business Response
Date: 06/01/2023

June 1, 2023

Dear ******,

Thank you for your email to the Better Business Bureau regarding your flight from ******* to ******* on May 26th. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for ** to do that is hearing from you

I am very sorry that you missed your flight due to a gate change. I have verified that our agents did page you but, unfortunately, they had to close the flight. Gate changes are common in the airline industry and we always advise our customers to keep an eye on the screen to make sure they go to the proper gate, even if they have a boarding pass that says something else. Unfortunately, I am unable to reimburse you for the expenses you incurred.

******, it is my hope that your future flights with ** 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: 06/01/2023

Complaint: 20125721

I am rejecting this response because: The gates were a train-ride apart, from C17 to the * gate. If I was paged, in the * area, there is no way I would have heard it at C17. I definitely was not paged in the C17 area because I sat there for two hours waiting. To print the wrong gate numbers on boarding passes is reckless and since this was the first time (and the last) I flew Alaska Air, I would have no way of knowing that you provide the wrong gate information. Again, I am an avid traveler and this has never happened before.

Sincerely,

***********************
Initial Complaint
Date:05/28/2023
Type:Product 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.
I am writing to file a complaint with Alaska Airlines regarding a recent flight. I request the Better Business Bureau's assistance in obtaining a refund for the poor service and lack of assistance experienced during the journey.On May 18th, our flight from ******* to ******* involved my elderly grandmother who required wheelchair assistance. However, Alaska Airlines failed to provide adequate support. The wheelchair was taken away at the air bridge, and my grandmother was denied boarding due to seat cleanliness issues. We faced delays and minimal assistance throughout the process. She had to stand while I held her up for 15 minutes in the air bridge as they called ************************************************************ the air bridge. Additional wheelchairs were not provided and the employees did not care or try to resolve the issue. There were many other people that were in a similar situation that were in wheelchairs. I attempted to request another wheelchair since we were stuck in the air bridge but the employee did not care and was more focused on getting the first rows seated instead of my disabled grandma.Upon arrival in *******, there was an extended shortage of wheelchairs, causing additional delays and discomfort for my grandmother. We got off the plane and noticed there were not any wheelchairs after we had already made this aware to Alaska. So we had to go back and sit in the plane and wait until one was provided. She was embarrassed and treated poorly. Considering the total cost of $2,803.76, I believe a refund is justified for the distress caused and the failure to meet the expected level of service.I kindly request the Better Business Bureau's intervention in this matter to facilitate a resolution, including a full refund. Supporting documents are attached for reference. Please feel free to reach out if further information is required.Thank you for your attention to this complaint.
Initial Complaint
Date:05/24/2023
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.
I, ********************* purchased a ticket for my granddaughter, ************************* to fly from *******, ****** to *************** to spend a week with her grandfather and myself. On May 11th she flew from ******* to *******. Her flight was delayed from 5:00am until 6:45. Due to the *********************** missed her connecting flight from ******* to ***************. ****** was given the option to stay at the airport and catch a flight at 11:30pm that night to *******, *****. She was in the ******* airport for 15 hours by herself. ****** flew from ******* the following morning to ***************. ****** was offered a $200 travel voucher and 4- $12.00 food vouchers. I called Alaska airlines on May 12th and spoke to someone in customer complaints. They did agree to offer her a $300 voucher instead of the $200.00. They were supposed to send it to her e-mail, which they did not. Considering she lost a whole day of vacation plus being stuck in an airport (no offer of hotel or lounge) I think the compensation should be more. When she finally arrived in *************** at 2:00pm on May 12th she informed me that only ONE of the $12.00 food vouchers worked. I am very disappointed in how Alaska Airlines handled this situation. My husband and I have been good customers for many years and expect better customer **********************. My granddaughter is 19 years old and has flown before but not by herself and the experience was a bit traumatizing. When she ran to make her connection in *******, they had just closed the doors. The travel agents at the door were not helpful. She informed them that her flight had been delayed their response was, "that's what people say all the time". Her Confirmation code was ****** When I spoke to the complaint desk at Alaska Airlines they gave me a case #*******.
Business Response
Date: 05/25/2023

May 25, 2023

Dear ****,

Thank you for your email to the Better Business Bureau regarding ******'s experience on 5/11/2023.

I am very sorry to hear that due to ******'s flights delay she missed her connecting flight and did not get into *************** until the next morning and that some of her meal vouchers did not work. I see that when you called into our ************************ ***** canceled out the $200 Discount Code that was issued and issued ****** a $300 Discount Code. You said that you were advised that this Discount Code would be sent out via email but it was never received.

Upon my review, I found that her Discount Code was issued but for some reason our system never sent out the email. So with that said, I took the liberty of sending out ******'s email containing her $300 Discount Code.

In your email you said that due to ******'s overall experience you do not feel the $300 Discount Code that was issued is adequate compensation. The compensation that she offered is considered adequate for her flights delay and experience, but as a gesture of goodwill, I am including an additional Discount Code. 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. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. Discount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed fares. Complete Discount Code rules and restrictions can be found online at alaskaair.com.

*************************, Discount Code ECSR100CKCCC1324355, in the amount of $100

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative

Reference#: *******
Customer Answer
Date: 05/31/2023

Complaint: 20099950

I am rejecting this response because: I appreciate the prompt response from Alaska Airlines, but I do have a request. My Granddaughter, ****** does not travel that often. It would make more sense to combine the 2 discount codes for a total of $400.00 instead of a $300 and $100. I would like her to have the opportunity to visit ** in *************** next year and use the voucher for $400.00. She will not be going on 2 trips in the next year. I really don't feel that $12 for 15 hours in a airport is adequate compensation for food. I would accept the $400.00 voucher even though I truly do not feel it is adequate for all the inconvenience to my granddaughter and our family.

Sincerely,

*********************
Business Response
Date: 06/06/2023

June 6, 2023

Dear ******,

I appreciate that you took the time to contact Alaska with regard to combining the Discount Codes into one for ************* I am happy to do that and have included it below.

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. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. Discount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed fares. Complete Discount Code rules and restrictions can be found online at alaskaair.com.

*************************, Discount Code ECSR400CXCSL107108, in the amount of $400

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

Sincerely,

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

Reference#: *******

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