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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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:04/27/2023
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.
Reference#: ******* ticket number: ************* confirmation code YTOIGF, flight # Alaska 703 Alaska Airlines damaged my checked luggage beyond repair and I followed all their instructions to receive reimbursement but they never got back to me even though I submitted all evidence, forms, and receipts they asked for within their time limit. They have ignored all my attempts to reach them asking for status on the reimbursement check.
Business Response
Date: 05/03/2023
May 3, 2023

Dear ******,

This is in response to your BBB Complaint Case # ********.

Thank you for writing about your Alaska Airlines flight from ****** ********** to ******* on December 3, 2022. I can understand your disappointment that your luggage was damaged during your flight, and I appreciate the opportunity to address your concerns.

I am truly sorry that your luggage was damaged when you arrived at your destination. As our guest, you had the right to expect that your baggage would arrive in the same condition as you checked it in with us, and I regret that we did not meet that expectation for you.

I have taken the liberty to review your file and found that you called our Central Baggage Services Office on December 4th to report the damage to your luggage. We appreciate that you submitted the Statement of Mishandling Form on which you claimed $200.00 for your damaged bag. I apologize that you felt that we ignored your requests for updates regarding the status of your claim. Our records show that we received your Statement of Mishandling Form on January 15th and you sent us an email on February 13th requesting that we confirm the status of your reimbursement check. I apologize that you did not receive a timely response to your inquiry.

We appreciate your patience and cooperation while we reviewed your claim. I am pleased to advise you that we have processed your payment in the amount of $200.00 in settlement of your claim. Please follow the instructions in the email you'll receive in approximately one week titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days.

Please accept my sincere apology that your luggage was damaged beyond repair and for the delay in our response. As a gesture of apology, I am including a 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 ECSR50CNCDP1165918, in the amount of $50.00.

******, we appreciate that you took the time to reach out to us. We value your patronage and apologize for the inconvenience caused by your baggage experience. It is my hope we will have the opportunity to welcome you onboard another Alaska Airlines flight soon.

**********************************
Alaska Airlines

Reference#: 8221912
Incident#: SEAAS72621570
Customer Answer
Date: 05/03/2023

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. However, I still have not received any confirmation email from them regarding the $200 reimbursement that they promised to send me. They told me to wait for that email which is "coming soon" but I still have not gotten any such email.

Sincerely,

*********************
Initial Complaint
Date:04/27/2023
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.
4/15/2023 bought 2 tickets from *** to *** for a ***** to be told that we were on a waitlist for seats and that the flight was full. The lady then booked us for a 6am flight for 4/15/2023 with guaranteed seats. I was told by the lady that I would be getting a refund of $156 back to my credit card. Come to find out now theyre trying to give me a flight credit saying I purchase non-refundable tickets which doesnt make any sense why would I spend that type of money on tickets that were nonrefundable? I contacted customer ********************** today. The lady was rude told me that we would get credits that she could not refund me because I purchase nonrefundable tickets. I disagreed with her and told her I was going to contact the attorney general in Better Business Bureau. she disconnected the chat.
Business Response
Date: 05/01/2023

May 1, 2023

Dear *******,

Thank you for your email to the Better Business Bureau regarding the tickets you purchased on 4/15/2023 to travel from ******* to ********.

My apologies for any confusion regarding the credit certificates you received when changing your flight. After a careful review of the facts, our agents did follow proper procedures when issuing you a residual value certificate and not a refund. The ticket you purchased was non-refundable and there for any difference in fare is issued in the form of a residual value certificate and not a refund. Again, my apologies.

As feedback from our customers is taken into 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#: *******
Customer Answer
Date: 05/01/2023

Complaint: 19991922

I am rejecting this response because: I was told that she would credit back my card since I dont do a lot of flying and at the time I purchased the tickets your flight was already booked and you should not have been selling tickets.

Sincerely,

***************************
Initial Complaint
Date:04/21/2023
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 way back from ******, *********, my wife and I were to take Alaska Airlines Flight 344 from *** to Washongton *** on April 16, 2023.I checked in, paid for the extra luggage, had boarding passes with me and was waiting near the check in counter at *** airport Terminal 6. The girl on Alaska Counter told me that she would accept my check in bag in a few minutes (four hour before the flight time). The Flight was to Board at **** pm. However at **** pm ie less than four hours before, I got a message on my phone saying "We are sorry, your flight has changed. You have been rebooked on Alaska Flight 308 departing LA at ***** pm on the April 18th." This message gave no reasons. I had an office meeting scheduled for the 17th and could not have taken the Alaska's offer of flight two days later. The message had a link to cancel this flight, which I used to cancel Alasks Flight and booked the United Flight A331CP for 11 p.m the same evening. Alska Has refunded us the original amount of $417. However United ticket costed $1437 for the two of us. Most other Airlines were at double this price at that point.Least I expected was that Alaska informed us a day ahead of Flight so that we could buy some reasonably priced ticked. Alaska should pay me the difference amount of $1025, which I spent to purchase the United Flight.
Business Response
Date: 04/24/2023

April 24, 2023

Dear *****,

Thank you for sharing your concerns with the Better Business Bureau regarding your recent flight from *********** to ****** on April 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.
I have submitted a request to our ********************* for reimbursement of the difference you paid for your United tickets and the refund you received. You should receive the check within ***** business days.

********* 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: 04/24/2023

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:04/13/2023
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 booked a flight for *** chose my dates in ****** flights for ***** 29-***** 30 - I decided to finish my transaction in the Alaska Airline portal for payment. Next thing I know, when I was planning my calendar today, I notice the flights were booked for *** vs *****. I had no problem paying the fare difference, or using a credit to transfer. However, now I am being told I cannot get ANY credit or money back for my flights and I have the misfortune of having to rebook the same flights for ***** as those are the only times that work for me. This is absolutely a bad business practice that will harm the business reputation and is highly deceptive. I don't want the refund but absolutely believe this is THEFT if you do not offer credit back to the customer. If it is a "saver fare" and the airline is not really gaining profit - what is the problem in offering credit - if the trip is a month out and it was not a no show!!!! Bad business practice, and overall fraud, especially because MY DATES WERE CHANGED by your glitch y technology automatically from going to your webpage after selecting dates and times on ****** already that were accurate. Confirmation code: VZPCYZ ITINERARY *** / *** ********************, ** / *************, ** Monday, *** 22, 2023 Alaska Airlines 457 *** / *** *************, ** / ********************, ** Sunday, *** 28, 2023 Alaska Airlines 332 Fare summary (USD)Base: $249.30 Taxes: $48.50 Total: $297.80 Eligible refund: $0.00
Business Response
Date: 04/17/2023

April 17, 2023

Dear *****,

Thank you for your email to the Better Business Bureau regarding the reservation you made in error . 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.

*****, with all due respect, we do not have deceptive business practices, nor do we have glitchy technology that automatically changes your travel dates. In addition, we send emails out immediately once a ticket has been booked so our guests can confirm everything is correct and, if not, cancel within 24 hours and receive all of their money back without any penalties. I verified that you did receive the confirmation email on 4/11/2023 at 7:48 am PDT. However, as a one-time exception, I am issuing you a Discount Code in the amount of $275. 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 ECSR275CDCDH013588, in the amount of $275

Thank you for your email.

Sincerely,

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

Reference#: *******
Initial Complaint
Date:04/11/2023
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 my airfare thru singaporeair.com ********* Airlines Booking Reference 64KFSA on January 17th, 2023. My first leg of the trip which took place March 24th airline Carrier Alaska Airlines their booking reference VVZBCC. Due to mechanical issue, I was not going to make my connecting flight which they rebook me to another airline carrier ****** Air on economy class but I had specifically paid more for Premium Economy Class for ********* Airline which I am not compensated for. I am losing also reward points which I prefer to get the Star Alliance if I had flown on ********* Airline. I had ran to the gate of my original connecting flight SQ33 which one of the agent could not open the flight to put me back on, he stated that the issue originated with Alaska Airline as it was the one that had the mechanical issue and not ********* Airline even though I booked thru them. I could not find a customer ********************** agent in ********* which they stated is done thru Customer ********************** but no US phone number to call. I had also called Alaska Airline on March 24th at **************** which they told me their was nothing they can do try calling ********* Air and until I fly complete journey try calling the Alaskan Airline Customer Relations at **************** which I did call on April 11th and receive pretty much the same answer contact ********* Airline. I am not sure what recourse I have and whose airline at fault.
Business Response
Date: 04/17/2023

April 17, 2023

Dear ****,

Thank you for your email to the Better Business Bureau regarding your flight on March 24th. 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 delayed due to a mechanical issue and this caused you to miss your connecting flight on ********* Airlines. 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.

Unfortunately, we are unable to issue a refund for the difference in fare between Premium Economy Class and Coach for your flight on ********* Airlines as we are not holding the funds, ********* Airlines is. You will need to speak with them as our previous agents have advised.

****, 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:04/09/2023
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.
When I was asked to check my bag Alaska personnel did not ask if there were any lithium batteries or battery operated items in my bag. Tjey also didnt tell me they didnt cover electronic in checked baggage. When i arrived at destination my gameboy switch with games and accessories was missing from my bag. If the Alaska personnel did open and inspect the bag resulting in the removal of these items to ensure compliance, they are solely responsible for the loss of these items. Or they were stolen by their employee. I contacted Alaska. They said they are not resposible for items missing from xhecked luggage. Items missing are worth about $700.
Business Response
Date: 04/17/2023
Dear ******,

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

I was disappointed to hear that when you received your luggage in *******, your ******** Switch, Gameboy, games, and accessories were missing from your luggage.

When your luggage is checked at the gate the agent should ask you if there are any lithium batteries or battery-operated devices in your luggage. I want to assure you that this experience has been shared with our Santa *** Customer ********************** Manager for training purposes. I sincerely believe that this will prevent a similar situation from occurring in the future.

I am also sorry that you did not know electronics were not covered by our Contract of Carriage. We encourage all of your guests to familiarize themselves with our policies. You can access these policies at *****************************************************************************************************************************************.

I want to assure you that Alaska Airlines employees do not open the bags while they are on the way to your final destination. Just as you need to go through ************************************** (TSA) checks, your luggage does as well. TSA randomly selects bags to be inspected. Alaska Airlines loads the bag onto the aircraft and subsequently returns it to the baggage claim where others bystanders may have been involved.

Because any of these parties could have been involved we request that you file a police report. The police at local airports typically have the access required to airport security footage in order to perform an investigation into what occurred. If the result of their investigation finds that Alaska Airlines is responsible for the theft, we absolutely want to make it right and work with you to reimburse you for the loss up to our maximum limit of liability.

In this case, based on the file you made with us when you learned your belongings were missing, we have investigated the occurrence to the best of our abilities and have not found evidence that we are responsible for the loss and therefore will not be reimbursing you for those items

Please know we are keeping your file on hand, and should we find ourselves in possession of your missing items we will contact you immediately to discuss their prompt return.

I know that this is not what you were expecting from your travel experience and I truly 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#: 8233952
Incident#: SEAAS34775118
Customer Answer
Date: 04/17/2023

Complaint: 19915209

I am rejecting this response because:
You stated that you are disappointed in hearing i was not asked about Lithium battery in my bag. I wasn't aware of electronic in checked luggage because i was not going to check my carryon bag. I checked the bag at the airlines request. If they had asked about batteries my gameboy would have come out and been with me. I have filed a police report. If your airline had done its job or I was not asked to check my carry-on bag, this would not have happened. Your disapointment does not cover my $700 loss.

Sincerely,

*******************************
Initial Complaint
Date:04/03/2023
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.
After my family and I arrived at our destination we were told our return flight (Confirmation #GFAYRW) was cancelled and we would either have to drive to another airport (***** would charge ** $1,000 to change our drop-off location for the rental car) or stay an additional night in a hotel to catch a flight the next day. I was not offered a hotel voucher or any other sort of help. We were stranded. I was instructed to reach out to customer care after our trip was complete. I received absolutely NO HELP WHATSOEVER. We had to spend an additional $700 for a hotel and were told we could get (2) $200 coupons for our next flight. That doesn't even come close to compensating us for our troubles.
Business Response
Date: 04/04/2023

April 4, 2023

Dear ********,

Thank you for your email to the Better Business Bureau regarding your flight on March 31st. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.

I truly am sorry for the hassle the schedule change caused. I am more than happy to issue you two additional $350 Discount Codes to assist with the hotel expense you had, if that would be acceptable. Please let me know if this works for you.

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: 04/04/2023

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. Please send the additional discount codes to ****************************************.

Sincerely,

*************************
Customer Answer
Date: 12/01/2023
I filed a compliant on here several months ago and resolved the compliant. However, the discount codes I was promised were never delivered to me. The compliant #********. I would like to actually receive what they have promised to remedy the situation.
Business Response
Date: 12/07/2023
Please see this email that was sent on June 14, 2023 containing your $350 Discount Codes.

June 14, 2023

Dear Mercedes,

Thank you for sharing your concerns with the U.S. ********** of ************** regarding your recent travel experience.

Unfortunately, schedule changes are a common occurrence in the airline industry, as airlines alter their schedules every few months to accommodate seasonal changes in demand. When a schedule change happens, we attempt to find the best alternative arrangements for your itinerary. While we do our best to keep negative changes to a minimum, we understand that our suggested alternative may not work and we will do our best to offer viable options, including itinerary, date or time changes, with no service fee or even a full refund. On behalf of Alaska, I offer my apology for any inconvenience you experienced.

I see that you have already been in contact with our Customer Care ********** by phone and via the Better Business Bureau. I have included their previous correspondence below again for reference. We had not heard back regarding if you would like to accept the $350 Discount Codes to help alleviate the cost of your hotel. I have issued you the two Discount Codes below.

To make it up to you, we've included two 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 ECSR350CQCGD055436, in the amount of $350

*********************, Discount Code ECSR350CLCFD055437, in the amount of $350

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,

*****************************
Manager, Customer Advocacy

Reference#: 8693305
Initial Complaint
Date:04/02/2023
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.
Need to file a lost baggage claim for baggage that was supposed to arrive on 4/1/2023. The baggage office in *** has hours of operations and no one available to help with the claim. The agent was paged twice. Sign on the door said " We will be right back" but I have been waiting for about an hour for help.
Business Response
Date: 04/04/2023
April 4, 2023

Dear *******,

This is in response to your BBB Complaint Case #********.

Thank you for contacting us regarding your Alaska Airlines flight from ********* to ************** on April 1, 2023. On behalf of Alaska Airlines, please accept my apology for the experience you had with your baggage.

In an industry where customer ********************** is vital, we have always made every effort to provide exceptional service to our customers. I am sorry a representative was not available at the ************** Baggage Office to assist you with locating your luggage and filing a delayed baggage claim. Between the hours of 10:30 am to midnight there should be an agent available to assist you, and I regret that you were kept waiting for an hour for the Baggage Office to open. We take great pride in working to deliver exceptional service and your comments have been shared with the ********************** Manager to help ensure the Baggage Office is staffed to assist customers during posted hours. I was thankful to find that your luggage was delivered to you on April 3rd. I am truly sorry that your luggage was delayed and that our employees were not available when you needed assistance.

*******, I apologize for any inconvenience caused by your baggage experience. As a customer ********************** gesture, I am including a Discount Code for future travel on Alaska. 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 Airlines 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 (eCert code) ECSR100CPCNN1305439, in the amount of $100.00.

*******, we appreciate that you took the time to reach out to us. We value your patronage and look forward to welcoming you onboard another Alaska Airlines in the future, so we may demonstrate the remarkable service you deserve.

**********************************
Alaska Airlines

Reference#: 8692784
Incident#: SLCAS64269346
Initial Complaint
Date:04/01/2023
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.
My flights was canceled and I was placed on aisle seats . I paid for window seats. I have PTSD and I have issues with too many people around me. Estrealla and partner refuse to accommodate me with a winder seat. She refuse to look on the screen and was extremely rude . She refuse to give me for supervisor name and told me I cant talk to anymore but her. I want to file a complaint against for rude services. She wasnt professional at all and she shouldnt work in customer *********************** at ALL.
Business Response
Date: 04/03/2023

April 3, 2023

Dear *****,

Thank you for sharing your concerns regarding our agent, ********. 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.

Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent that we have failed. Our employees are committed to taking great care of passengers while looking out for customer comfort and safety. We understand this was a frustrating experience for you and offer our apologies. We assure you that we have shared your concerns so we can continue to improve and take better care of you next time.

*****, 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#: 8692761Tell us why here...
Customer Answer
Date: 04/03/2023

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:03/31/2023
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.
Years ago, Alaska Air lines took away all my air miles, I appealed to BBB and you came through for me and got me reinstated on the mileage plan. The company did it again, without any notification, dumped me out of their system. Withdrew my name from the milage program. Last time I flew was 2014, ******* to ************ and back. The least the company could have done was to let me know. If you are able to help me, great. If I'm pushing a bowling ball uphill, let me know that also. Enclosed is the only form I have from them
Business Response
Date: 04/03/2023

April 3, 2023

Dear ******,

I appreciate that you took the time to contact the Better Business Bureau regarding your Mileage Plan account.

******, we did not dump you out of our system. If you have not used your account within a two-year timeframe, your account goes inactive. Please call our ************************ at ************** and an agent will be able to assist you. This is not something that can be done via email as we have to verify information on your account.

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: 04/03/2023

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,

*******************************. We appreciate your help, as always. Thanks ofr taking the time. It is much appreciated. Adriaan

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