Complaints

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

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  Alaska Airlines

  19300 International Blvd Seatac, WA 98188-5304

• 

  Alaska Airlines

  1048 W Intl Airport Rd STE 102 Anchorage, AK 99518-1077

• 

  Alaska Airlines

  5175 Airport Industrial Rd Fairbanks, AK 99709-4466

• 

  Alaska Airlines

  7250 S Tucson Blvd Tucson, AZ 85756-6949

• 

  Alaska Airlines Cargo

  1 Airport Dr # 24 Oakland, CA 94621-1466

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:05/22/2023

  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 Jan 26th, I purchased a round trip ticket from *** to *** with a layover in SEA for $1290.55. The originating flight was Alaska Airlines KE6008/AS902, departing *** at 07:45 on Feb 24th, 2023.I arrived at the airport at 05:56. I checked in at the kiosk as directed by Alaska Airlines. The kiosk told me that I was Checked in and that I needed to see an agent for a document check. No agent would help me and all pointed me to a long line of over a hundred people taking more than 5 minutes each. I asked for help from several agents who were not busy, but they only said Sorry.Alaska should have done as other airlines do in similar situations and break the line into separate lines for those who need rebooking, which is time-consuming and less time-sensitive, and another for those who need simple, yet time-sensitive, check-in services. Instead, Alaska created a cascade of missed flights and refused to help anyone.When I reached an agent, it was 07:14 and the agent refused to give me my boarding passes. The agent informed me she could not give me my boarding passes because I was not checked in but I could drive to SEA to catch my next flight. She said only ****** Air could change the ticket, then later stated that only the travel agent could. Almost everything she said was untrue.I called my travel agent to modify the reservation but they said Alaska Airlines had locked it and had reported me as boarded.I called ****** Air at 08:40. The ****** Air agent informed me that I was indeed checked in and had a boarding pass, but that my ticket was canceled because Alaska Airlines had reported that I was not on board the flight.At 10:38, I purchased a round-trip ticket from SEA to *** in the airport for $1317.95 from Asiana Airlines. The line was 5 minutes and check-in was easy.Alaska directly injured ** in the amount of $6,072.45. 30 hours of time ($4500), 600 miles of fuel and wear on my car ($196.50 per GSA), $58 of parking, and $1317.95 for the replacement ticket.

  Business Response

  Date: 05/23/2023

  
  
  
  
  
  
  May 23, 2023
  
  
  Dear Rose,
  
  Thank you for your email to the Better Business Bureau regarding your experience on 2/24/2023.
  
  I understand when you arrived at the airport at 5:56 am you found that the check-in lines were long and once you got to the front and was able to speak to a Customer ********************** agent it was 7:14 am and you were told it was now too late to get your boarding pass. Because our customers count on us for an orderly and on-time departure, we recommend that you arrive to the airport at least two hours prior to your flights departure time. We have also 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 (45 minutes in ********) 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 ** 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. I sincerely apologize that this procedure inconvenienced you and caused you to have to purchase a new ticket on Asiana Airlines.
  
  You also mentioned that our Customer ********************** agents were not very helpful and advised you would need to be rebooked by Korean Air or your travel agency as that is the airline and agency you booked your travel through. Unfortunately, they were correct when advising you of this as the issuing airline or travel agency would need to rebook your travel. 
  
  Regarding your refund and reimbursement request. Because you did not arrive to the airport 2 hours prior to your flights departure, we unfortunately cannot reimburse you for any of your additional expenses or provide compensation. As for your refund request, you would need to contact either Korean Air or your travel agency as the ticket was not booked through Alaska. I am very sorry for any disappointment this may cause and I sincerely appreciate your understanding in this matter.
  
  As always, thank you for contacting Alaska and have a wonderful day.
  
  Sincerely,
  
  
  
  *****
  Customer Care Representative
  
  
  Reference#: *******

  Customer Answer

  Date: 05/29/2023

   
  Complaint: 20088023
  
  I am rejecting this response because:

  Your arbitrary requirement of 2 hours would clearly have made no difference given Alaska's negligent management. I checked in with plenty of time (an hour before the cutoff) and needed such a simple service to be on my way. Other airlines handle their queues with intelligence. Instead, the staff at *** tortured me and the other passengers while forcing ** to miss our flights. Alaska locked the ticket and took the revenue so that nobody could help me since it was a "flown" ticket. This is Alaska's fault and you need to own it.
  
  ************************** Eunbi Koh *****

  Business Response

  Date: 06/01/2023

  
  
  
  
  
  
  June 1, 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 response is inadequate. Unfortunately, for your situation, we cannot offer any compensation.
  
  Once again, I would like to express my sincere regret that you had a negative experience with Alaska. Because we recognize and emphasize the importance of customer **********************, we will always err on the side of our customer and will take any and all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I must consider this case closed. My sincere hope is that you will join ** on a future flight so that we may demonstrate the level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20088023
  
  I am rejecting this response because:
  

  Not allowing a passenger to board their flight but taking the revenue from that flight and taking precautions to prevent others from interfering with your theft does not sound "appropriate."

  
  ************************** Eunbi Koh *****

• Initial Complaint

  Date:05/20/2023

  Type:Customer Service 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.

  I flew on Alaska 5/20/23 from ***-*** Flight **** confirmation code SJRLMV.I paid for two seats 8A and 8B one was a window seat. However when I got onto the plane there was already someone in seat 8A.The line of people kept coming as we boarded so I was forced to sit in other seats. Once we got in the air the attendant told me they did try to tell the lady but she didnt speak English well.So not only did I get a different seat I also didnt get a window seat which is the entire reason I upgraded.Im very upset at the fact nobody seemed to care that its a seat I paid for which I didnt get. Forced myself and TWO YEAR old to move into different seats.

  Business Response

  Date: 05/23/2023

  
  
  
  
  
  
  May 23, 2023
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your experience on 5/20/2023.
  
  I was very sorry to hear that after you are your daughter boarded your flight you found that there was another passenger sitting in your seat. You said that because of this you and your daughter had to be seated elsewhere and you did not get a window seat. I understand that you brought this to our Flight Attendants attention but due to a language barrier they were not able to get the other passenger moved out of your seat. I would like to once again apologize that you did not get the seats your selected and upgraded into and that there was not more of an effort made by our Flight Attendant. I would like to assure you that your concerns will be shared with our Inflight Supervisor for their review.
  
  I understand that you are requesting a refund for your Premium Class seat fees due to this seating issue. With that said, I have taken the liberty of sending a refund request to our ********************** 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.
  
  ******, it is my hope that your future flights with ** will reflect the high level of service you have come to expect when traveling with **. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  *****
  Customer Care Representative
  
  
  Reference#: *******

  Customer Answer

  Date: 05/23/2023

   
  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:05/18/2023

  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 April 25, 2023, I received the attached email from Travelocity that a flight was booked under someone else's name, ***************** for travel from *** to ********** for $439.36. Itinerary #**************. I informed Travelocity this was fraudulent and NOT authorized. However, they refused to cancel the reservation. On April 26, 2023, I received the attached email from Travelocity that Alaska Airlines canceled the remaining flight and transfer. Alaska Airlines confirmed this was because the airline ticket was NEVER used. Please confirm the flight was NEVER used because Travelocity is refusing the refund stating ticket was used.

  Business Response

  Date: 05/18/2023

  
  
  
  
  
  
  May 18, 2023
  
  
  Dear Hong,
  
  Thank you for your email to the Better Business Bureau regarding the fraudulent booking made through Expedia.
  
  I understand ***************** booked unauthorized ************** are requesting confirmation that the ticket booked was not used. Upon my review of ****** reservation, I found that his ticket 027-792588276 was canceled and not used. I show it was marked as used to prevent travel on this ticket. 
  
  As always, thank you for contacting Alaska and have a wonderful day.
  
  Sincerely,
  
  
  
  *****
  ************* Representative
  
  Reference#: 8823247
  BBB ID ********

• Initial Complaint

  Date:05/17/2023

  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 March 17, 2023 purchased 3 first class tickets at $1467.20 / = $4401.60 from Alaska Airlines *****, ********** to ***********, *****. Upon arrival at check in, we were informed our flight was over booked and no other seat were available. However, they could place ** on an earlier flight. We agreed not knowing we would not get first class seat on that flight. Got to *********** and were informed our luggage wouldn't get there until in the morning. Had to use our own vacation time to wait for clothes. On March 19 purchased 3 tickets from *********** to *****, **********. Missed our flight from ******* to *****, spent night in ******* 3/ $12.00 meal ******** and a free room. Out of the $4'401.60 I got a refund of $1'439.70. I paid 1'182.60 for 3 return tickets. I made a few attempts to correct it with Alasks at no resolution. Please Help, thank you!

  Customer Answer

  Date: 05/17/2023

  From: ********************************** <**********************************>
  Sent: Wednesday, May 17, 2023 7:10:58 PM
  To: Info <**********************************>
  Subject: Message from BBB.org

  Alaska Air lines Refund Complaint First Class ticket purchase

  Sent from *********************** (************************)

  
  

  Business Response

  Date: 05/18/2023

  
  
  
  
  
  
  May 18, 2023
  
  
  Dear ****,
  
  Thank you for your email to the Better Business Bureau regarding your refund and travel experience.
  
  I am very sorry to hear that you were unaware when changing to an earlier departing flight on 3/17/2023 that First Class was not available and that your luggage would be delayed. I see that you were issued a refund for the difference in fare from First Class to the main cabin and issued 3 $50 Discount Codes due to the delay in receiving your luggage. 
  
  I understand that you feel the amount of the refund should have been more than what was issued. I took the liberty of double checking with our ********************* and they confirmed the refund amount of $479.90 per passenger was correct. With that said, unfortunately an additional refund cannot be offered. I am very sorry for any disappointment or inconvenience this may cause and I sincerely appreciate your understanding in this matter.
  I regret that your flight on 3/20/2023 was delayed due to a late arriving aircraft causing you to miss your connecting flight and stay overnight in *******. I understand your disappointment in arriving to your destination later than anticipated and I am truly sorry for your experience. 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.
  As a customer ********************** gesture for your flights delay, I have included three 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 ECSR250CYCTN357873, in the amount of $250
  
  ***************************, Discount Code ECSR250CCCLN357874, in the amount of $250
  
  *************************, Discount Code ECSR250CMCBN357875, in the amount of $250
  
  As always, thank you for flying with Alaska and have a wonderful day.
  
  Sincerely,
  
  
  
  *****
  Customer Care Representative
  
  Reference#: 8666140
  BBB ********

• Initial Complaint

  Date:05/10/2023

  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.

  Alaska airlines cancelled my flight on April 16, 2023 For flight 556 cancelled by Alaska Airlines, conf code MSPZJC The reason was NOT weather related, they stated after we had done security check in that it was cancelled due to pilot fatigue or other reasons. No more details were given.Because this cancellation was too late, no refund was given by the hotel. Airlines refusing to refund this money, sadly, which seems doubly unfair, since we are already out several hours wasted by going to airport, security, and trip back home.

  Business Response

  Date: 05/11/2023

  
  
  
  
  
  
  May 11, 2023
  
  
  Dear *********,
  
  Thank you for your email to the Better Business Bureau regarding your recent flight. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  Our records indicate you have been in contact with our ************************ and received reimbursement for your Lyft transportation and a Discount Code in the amount of $100.  My apologies, but as our agent stated, we do not reimburse for missed events/hotels, etc  due to a delay or cancelation of your flight.
  
  I would like to once again apologize for your travel experience with **. 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 ** 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:05/09/2023

  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.

  Incident#-47050136 Case#-2305070793 On 28 April 2023, I arrived from ****, ******, and my luggage was taken by another passenger. My luggage was tagged with my name/phone#, which shouldve allowed them to call me. I brought it to the attention of Alaska Airline Staff, in hopes they would reach the persons and ask them to return my luggage, which held my personal things as well as ******** souvenirs. The agent on duty could not find any contact information in the system for the traveler, and said all I could do is wait until they called looking for their luggage, and hope they return mine.My bag was found in the airport on May 3rd, left by the passenger without taking it to Alaska Airlines. This action was actually a threat to airport security, leaving an unknown bag in the airport and walking away. This should be a reason for them to be charged with something!The passenger then, went to Alaska Airlines to claim their own bag. And the airline staff gave them their luggage WITHOUT requesting my luggage! My luggage was later found and taken to the airline. My luggage was delivered to my home on May 3rd, Upon opening my luggage, my entire contents was rifled through! My packing cubes with intimate apparel, clothing and personal items, were completely emptied outWhy?! Souvenirs were missing. And what was returned, were placed in 2 grocery bags and stuffed in my luggage. And I found clothing mixed in my things, that doesnt belong meYUCK! Again.Why?!I asked the airline if they could please give the person a call and ask them to please return items they kept. I was told to file a police report.My issue is, the passenger should never have been given their bag without exchanging it for my bag. Fortunately someone noticed my bag alone in the airport. Also, i would appreciate if the airline would assist me in pressing charges against this person. They stole items from my luggage. Abandoned it at the airport, because they knew what they did was wrong.

  Business Response

  Date: 05/11/2023

  May 11, 2023
  
  
  Dear ********,
  
  This is in response to your BBB Complaint Case # ********.  
  
  Thank you for writing about your baggage experience after your Alaska Airlines flight from Maui to ****** on April 28, 2023.  From what you have described, this has been a frustrating experience for you and I appreciate the opportunity to address your concerns.
  
  As our guest, you had every right to expect that your luggage would arrive on time and intact at your destination.  I am sorry that we did not meet that expectation for you and that your luggage had been taken by another passenger after your flight, especially since your bag was tagged with your name and phone number.  
  
  It was discouraging to find that the other passenger was allowed to pick up his bag without returning yours. The file notes state that upon realizing that he had not returned your bag he was called and instructed to return the bag to the airport. The remarks state that your bag was turned in to the ticket counter by another passenger on May 2nd. I was thankful to see that your bag was delivered to you on May 3rd. Please be advised that I have informed the ****** Airport Manager of the employee error to prevent a repeat of this situation in the future. 
  
  I can certainly understand your disappointment that when you received your luggage the contents had been rearranged and replaced in grocery bags with items that did not belong to you. I am very sorry that your personal belongings were gone through and your souvenirs were missing.
  
  A review of your case found that a Statement of Mishandling Form (SOM) was sent to you on May 7th but we have not received your completed form.  In order to review your claim for reimbursement of your missing or damaged items, we will need you to submit a completed SOM. For your convenience, I have attached the email with a link to ******* at the end of this letter.  You may submit the completed form in a reply to this email.
  
  The notes in your case state that you requested that we call the passenger to request that the items missing from your luggage be returned, however you were advised to file a police report regarding your claim to assist you with locating and retrieving your missing property. According to the remarks in your file, a Law Enforcement Officer from the ****** Airport contacted our Baggage Office on May 7th for information regarding your case and was updated with the events that occurred.  The remarks state that ****** Airport Public Safety would be following up on your case and we recommend that you please remain in contact with the Airport Police.
  
  ********, I apologize for the inconvenience and frustration caused by your baggage experience.  As a gesture of apology, I am including another Discount Code 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 ECSR150CXCQL471338, in the amount of $150.00.
  
  ********, I appreciate that you took the time to share your concerns with us and truly apologize for the unusual circumstances surrounding your luggage. It is my hope we will have the opportunity to welcome you onboard another Alaska Airlines flight in the future, so we may demonstrate the exceptional service you expect and deserve.
  
  **********************************
  Alaska Airlines
  
  Reference#: 8762758
  Incident#: FATAS19974501
  
  
  
  May 7, 2023
  
  
  Dear ********,
  
  
  
  Thank you for taking the time to inform ** of your baggage experience on your recent Alaska Airlines flight. We place great emphasis on the careful handling of our passengers' belongings. Please accept our sincere apology for any inconvenience this has caused you.
  
  Please complete and e-sign our Statement of Mishandling by following this link within 45 days of the date of loss. Regrettably, we are unable to accept, or process claim forms submitted more than 45 days after the date of loss or damage. When completing the e-signing process, please attach a clear and legible Government-issued photo ID for each person making a claim in the fields provided. You will receive a copy of the completed form to the email address entered during the signing process.
  
  Upon receipt of the completed claim form, we can begin your claim process. To expedite your claim, it is essential that you provide a detailed description of your damaged or missing contents as well as a police report.
  
  Thank you for taking the time to contact **. We value your business and hope to welcome you on an Alaska Airlines flight in the future.
  
  
  
  Sincerely,
  
  
  ******
  Central Baggage Services
  
  Reference#: 8762758
  Incident#: FATAS47050136

• Initial Complaint

  Date:05/07/2023

  Type:Customer Service 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 booked a flight from ******** to Maui for five passengers online. One hour after booking I realized I put in my spouse's maiden name on accident. I called the customer ********************** line to get that changed. They said it would be $250 dollars to make change. I asked why and they said that is policy. I said can I cancel and resubmit online? They said yes but if I did this I would lose my $250 voucher I got from a different flight cancellation last year. I disagreed with this and asked to speak to manager. Manager reiterated these policies. I asked for his full name as I disagreed. He refused and hung up. I am out $250 dollars and feel like I was not treated fairly financially or as a customer on a personal level. I believe like this company is better than what happened yesterday, as I fly Alaska at least once a year and get treated fairly. My last name is ******* and my email is ******************** My phone number is available as well and am happy to speak to someone about this. I would appreciate the voucher reinstated, at a minimum. This occurred on 05/06/23 and according to manager who hung up on me is all recorded. Thanks.

  Business Response

  Date: 05/09/2023

  
  
  
  
  
  
  May 9, 2023
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your upcoming reservation. 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 the confirmation code.
  
  As always, thank you for flying with **. We look forward to your reply.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 05/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am providing our booking number to assist with research and response.

  UTHRVQ

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/03/2023

  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.

  My flight is from ******* 7:05 am to ***** 3:16 pm today (Dec 3rd 2022). I woke up at 4 am today and arrived at ******* airport at 5am. When I arrived I opened by Alaska app (I checked in last night and had my boarding pass ready) and found my flight was cancelled. Immediately I found a huge line in front Alaska air checkin kiosks and it appeared on the monitors that this is the line got cancelled flights. See screenshot below. The line was super long but I started waiting in line. After waiting for about a hour (6am) I talked to a guy working in Alaska and asked him if Alaska flights all cancelled today, if it is possible Alaska airline can help ** book flights for other airlines, because otherwise I could have just booked other airline instead of waiting in the line for hours. The guy told me yes, we are helping you all to book through other airlines as needed, so be patient and go back in your line.After another 4 hours wait, at 9:30 am it was finally my turn. 4.5 hours, this is crazy. I started waiting in line from 6 am and waited until 9:30 am. The agent was gonna help me named **** / ****, I told him I wanted to speak to a supervisor because the way Alaska airline handled this situation is very unacceptable. So he called his manager ***** to come to kiosk to assist **** was so tired and thirsty but I didnt get any apology after waiting in line for 4.5 hours. ***** treated me differently with other customers. Hes also very unprofessional and disrespectful, and gave out misleading information.I had to buy other airlines ticket and paid hotel since alaska cancelled by flight. I got surcharged flight ticket for $1200 more than my original flight since it was a last minute booking. Alaska needs to compensate me for that.

  Business Response

  Date: 05/04/2023

  
  
  
  
  
  
  May 4, 2023
  
  
  Dear ****,
  
  I appreciate that you took the time to contact Alaska with regard to your flight on December 3, 2022.
  
  Our records indicate that you filed a formal complain with the **************************** and it was responded to by our Customer Advocacy Department.  
  
  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#: *******

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20016039
  
  I am rejecting this response because:

  The response by Alaska airline from DOT did not compensate me for the loss I provided as receipt attached, also Alaska airline did not go any investigation to ***** which he clearly was a racist and performed racial discrimination and I had two witnesses and he was never investigated 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 05/09/2023

  
  
  
  
  
  
  May 9, 2023
  
  
  Dear ****,
  
  Thank you for your your email to the Better Business Bureau. 
  
  We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.
  
  Once again, I would like to express my sincere regret that you had a negative experience with Alaska. Because we recognize and emphasize the importance of customer **********************, we will always err on the side of our customer and will take any and all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I must consider this case closed. My sincere hope is that you will join ** on a future flight so that we may demonstrate the level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20016039
  
  I am rejecting this response because:

  I am not satisfied with the results since ***** the racist is still working at ******* Alaska airline as a supervisor and never got any investigation and my loss on this flight was more than $1000
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:05/03/2023

  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.

  On January 6, 2023 my sister ********* and I booked tickets from ************* to ******** through Alaska airlines, through trip.com. The purpose of this trip was to leave for a semester of study abroad. However, on January 16 our grandfather died and the semester was cancelled. Because of grieving and making arrangements after our grandfather's death, we completely forgot that we had purchased the tickets and on March 9, cancelled them and requested a refund due to a death. Alaska Airlines refused the refund. I find it a despicable business practice to refuse to ***** a refund to a grieving family that is not going to use the ticket, because their travel plans have changed due to death. The resolution I am seeking is for Alaska Airlines to approve the refund through trip.com.

  Business Response

  Date: 05/04/2023

  
  
  
  
  
  
  May 4, 2023
  
  
  Dear *****,
  
  I appreciate that you took the time to contact the Better Business Bureau in regard to your canceled tickets.  I am so very sorry about the passing of your grandfather.
  
  In reviewing your reservation, it appears you have contacted our ************************ and a refund has been processed.  You should see it within 7 business days.
  
  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#: *******

  Customer Answer

  Date: 05/22/2023

  
  complaint number 54322767-A6420. I'd like BBB to put on my complaint that it has been resolved to my satisfaction.
  

  
  

• Initial Complaint

  Date:04/29/2023

  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 Alaska Airlines website, I tried to book two first class upgrades from *** to *** on June 1, 2023 returning June 7th, 2023. In the seats section, it showed first class seat availability, I clicked the first-class upgrades, added the flights to my cart, and went to choose seats at the higher upgrade price only to find the previously available seats were X'd out. I asked on help chat if Alaska was blocking out first class upgrade seating, and the reply was 'no' that she saw there was seating availability and to call reservations for help. At reservations, I was told the seats were unavailable unless I paid full price. I asked if Alaska was blocking out seat upgrades for their credit card and milage customers and was answered that the seats are unavailable but may become available later. I have upgraded seating in the past and never had issues. I believe Alaska Airlines is being disingenuous to its customers.

  Business Response

  Date: 05/01/2023

  
  
  
  
  
  
  May 1, 2023
  
  
  Dear **********,
  
  Thank you for sharing your concerns with the Better Business Bureau regarding your recent ticket purchase . 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 your situation, we will attempt to sell the First Class seats prior to releasing any for upgrades.  What our agent advised you was correct and I regret that you feel Alaska Airlines is being disingenuous to its customers.  That is never our intent. 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#: *******