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:03/24/2023
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.
On Sunday, January 23, 2023, Alaska Air flight representatives asked for volunteers (2) to move their travel flight to another airline (United Air) due to overbooking. I, along with another passenger, voluntarily agreed to fly on another airline (United Airlines) in exchange for compensation in the form of travel vouchers/ certificate for the overbooked flight. I was told by the Alaska Airline representatives, that I would receive an email from Alaska Air regarding my certificate and PIN so that I could claim, register and store it in my account "wallet". They confirmed my email address, yet I never received the email. From my communications with the Alaska Airlines, I do not have the information they are requesting, however, I do not have the information, due to the fact that I was not initially provided with the proper documentation by the airlines representative to receive my travel certificate in the first place. Now, Alaska Air claims they cannot assist me with this matter as I was not given the correct/proper Certificate by their representatives from the onset. And, according to email communications, apparently, with all of the information I provided, including my original flight information, which I am certain can be tracked and researched to find the airlines error, Alaska Air does not appear willing to rectify the error due to their employees negligence. So, essentially, Alaska Air gave me false information. Additionally, the email representative, *******, has given no course of correcting this issue matter. I am disappointed with Alaska Air and the manner in which they have conducted business and their lack of care to rectify their errors. I am seeking remedy in the form of the travel certificate ($900, as the representatives indicated they needed to adjust the $800.00 amount as they may not be available) that was promoted and promised by Alaska Air.
Business Response
Date: 04/04/2023

April 4, 2023

Dear *******,

I appreciate that you took the time to contact the Better Business Bureau regarding the Bonus Travel Certificate you have not received. My sincere apologies as you should have received one. I have submitted it and by the time you receive this email you should have already received it.

Again, my sincere apologies.

Sincerely,

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

Reference#: *******
Initial Complaint
Date:03/24/2023
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.
Jan 29, ****** partner and I flew Alaska Airlines from Oahu, HI to ************** and had a transfer in ******* during the trip. We paid for our checked bag with both of our personal items and had a carry on. When we arrived to *** airport, they had lost our bag despite others who we saw on the transfer make it and their bags arrived. Frustrating. Our bag was bright green so no way to miss it. We filed with Alaska Air desk at the airport and the woman there (named Virginia) promised to get us each miles for the inconvenience at leaststill have not gotten those despite emailing and calling! Then, at around 11pm that night, we get a call from the airline that they have our bag and theyll deliver the next day between 8am-noon. We were so excited and I stayed home from work to get the bag personally and asked them to call me when they arrive so it doesnt just sit outside on our porch. The day comes and goes with nothing, no bag, no phone calls. We called several times and left message for the airline desk at *** airport but never got a call back!! We have a video camera out front of our home so we retraced the evening wondering if someone came by but couldnt get ahold of us perhaps but instead we found that a little after 1am, a man dropped our bag in the middle of our porch and walked awayno knock, no phone call, nothing!! Its bright green.in a city.Then a little later, someone walked on to our porch and walked away with the bag/stole it. By 3am (we have video), it was gone. We filed a police report and submitted video and sent this all to the company 6 weeks ago and they STILLLL havent processed our claim and addressed they complete mismanagement of this entire situation. Alaska Airlines has been completely unresponsive to emails and dismissive on the phone inquiries to the status of our claim. This company has been terrible to customers who were completely not at fault and their horrible lack of ownership of their fault shows that they dont care to own up.
Business Response
Date: 04/03/2023
April 3, 2023

Dear ******,

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

I was disappointed to hear that your luggage did not arrive with you at the ****************************************************************** (***). As our guest you have every right to expect that your luggage will arrive on time and with you at your final destination, I am truly sorry that this was not the case for you.

I was further disappointed to hear that once your luggage did arrive it was delivered to your home in the late hours of the night, and that because of this your luggage was stolen from your front porch. I want to assure you I have shared this experience with our *** Station Managers for training purposes. It is my sincere belief that in doing so we will be able to prevent a situation similar to yours from occurring in the future.

I am sorry for the length of time this claim took to process. We process claims in the order that we receive them, and it can take up to 6 weeks for your claim to be completed. I know that this is not what you were expecting, and I truly apologize. We understand that a little communication goes a long way in the event of baggage issues. I truly apologize that you were not provided timely updates with regard to the status of your claim.

I was glad to see that on March 24th a payment was processed in the amount of $3800.00 USD for the loss of your luggage. I understand that after reviewing your case that you have not yet received the email titled 'Alaska Airlines sent you a Payout!'. Please allow additional time to receive the secondary email from Payout Network. Your thirty days to claim your payment starts from the day that you receive this secondary email.

Regarding your request for the miles promised from the agent you spoke with at the *** Airport, after further review of your information, we only have the American Airlines frequent flier number provided for you and ******** Unfortunately, we are unable to deposit miles into accounts of other airlines. However, I was glad to see that a total of $275.00 travel voucher was issued throughout this process for the experience you had. I know that these vouchers do not take away from your negative experience, but I do hope that it was accepted in the manner that it was intended.

******, 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,

*******
Central Baggage Services

Reference#: 8477233
Incident#: DCAAS37529032
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:03/22/2023
Type:Sales and Advertising 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 had an issue with Alaska Airlines. I had planned to visit Alaska via ********* from ****** on Dec 24, 2022.But the flight from ****** to ********* was cancelled. Then I returned to home on Dec 24, 2022. I used Uber from home to ****** Airport and from ****** airport to home. The cost was $69.97. I requested Alaska Airlines to reimburse the Uber fee on Jan 1, 2023 and I submitted receipts and home address after they requested. Then my request was accepted on Jan 12, 2023. I always communicated by email ************************************** Since Jan 12, 2023, I was confirming by email if a check was sent or not periodically. But any check was not sent. Today I sent an email to Alaska Airlines but I got an auto email which stated "Thank you for contacting Alaska Airlines. This email address is no longer being monitored". I would like to ask you to help me. I attached email communication.
Business Response
Date: 03/23/2023

March 23, 2023

Dear ********,

I appreciate that you took the time to contact Alaska with regard to reimbursement of the Uber fee you paid when your flight canceled on 12/24/2022. My apologies for the delay in responding.

I have submitted a request to our ********************* for reimbursement of the Uber fee. You should receive a check within ***** business days.

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: 03/23/2023

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:03/19/2023
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.
On 1/11/23 a friend (***************************) and I were scheduled to fly from ******* to Maui. At the gate Alaska Gate Agents requested 9 people to volunteer to take other flights and were giving $1,500 Bonus Travel Certificates. We agreed to this offer and were re-booked to fly to ********* and then to Maui that same day. We have been trying since then to get Alaska Airlines to honor the Bonus Travel Certificates. I have called, on-line texted, and emailed with no resolution, or response. I opened a customer ********************** ticket #******* on 1/17/23 and another on 2/14/23 ticket #*******. I followed up requesting updates on 1/26/23, 2/7/23, and 3/3/23 with no response. There was another family of 6 that agreed to the same offer, but decided to fly out the following day, I hope they aren't having the same issue. Attached are the Bonus Travel Certificates for ******************* AS#******** and *************************** AS#*********. I have also attached our original booking, and the flight change info. **************** is about to be deployed for 6 months, we really need to get a resolution on this issue and get the certificates honored by Alaska Airlines.
Business Response
Date: 03/20/2023

March 20, 2023

Dear ****,

Thank you for your email to the Better Business Bureau regarding your flight on 1/11/2023 to Maui. 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.

My sincere apologies as the certificates were created but were not sent due to an error in the email address. You should have them now.

****, 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: 03/20/2023

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,

*******************
Initial Complaint
Date:03/16/2023
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.
While on flight **** yesterday (3/15/2023) I was notified the catering service failed to provide any food or beverages for the entire aircraft. I paid for a meal, and upgraded my seat to premium to take advantage of those perks included.1. First class wasn't impacted by the lack of catering, as they had plenty of food and beverages. This contradicts their actions, and statement earlier.2. I requested to be upgraded to an available premium seat on my connecting flight. This would have been a wash, and made the situation right. However, AK Air decided not to provide the service they aspire too. What I now require:The cost of my meal refunded The cost of my upgrade refunded Two first-class upgrades to use at a later date.Info:*************************** AK Air Confirmation - THIYJR
Business Response
Date: 04/17/2023

April 17, 2023

Dear ******,

Thank you for your email to the Better Business Bureau regarding your flight from ******** to *********** on 3/15/2023. 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.

We apologize for not always having something you can eat when flying with us. We know this must be a frustrating experience. We are working on better solutions for our customers but it is taking some time to move in this direction. Unfortunately, there will be rare times when due to many reasons we will not have meals on our flights. Although I am unable to refund the cost of your premium seat because you did enjoy the other amenities, nor am I able to provide you with two First Class Upgrades for future flights, I have included a Discount Code for your use. 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 ECSR75CJCCH1041359, in the amount of $75

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: 04/19/2023

Complaint: 19611918

I am rejecting this response because:
Inadequate response falling short to address my concerns. What amenities did I enjoy? You had no food and no drinks on the flight, so your statement is confusing.
Sincerely,

***************************
Initial Complaint
Date:03/15/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were on a flight from ******* to ****** April of 2022. Alaska made an offer over the loud speaker for ****** bonus miles along with a yearly companion fare for signing up while on the plane. I signed up for the credit card, I received my credit card months later as it was stuck in processing somewhere. I logged into my account and didnt see any bonus miles or my yearly companion fare. I contacted customer ********************** and they mentioned something about a spending requirement which was not at all talked about when they had me sign up. Then they wanted me to contact customer ********************** at **** of America. It feels as if they are trying to shuffle me around and it also feels like a bait and switch. I just want my bonus miles and yearly companion fare as I was promised. Mileage plan number is *********.
Business Response
Date: 03/16/2023

March 16, 2023

Dear ****,

Thank you for your email to the Better Business Bureau regarding the Alaska Airlines ************** card you applied for. 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 do apologize that you were unaware of the spend requirement in order to receive your bonus miles and companion certificate. The information is on the application itself if you applied on the plane and on our website as well. I can assure you that there is no bait and switch. As we choose our business partners carefully and are always interested in receiving feedback such as yours regarding your experiences with our partners, I have shared your comments with our Customer Loyalty and Marketing Programs Director.

****, 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: 03/20/2023

Complaint: 19602445

I am rejecting this response because: I was not informed of the spend limit. When the airline agent is marketing this to passengers then they should also mention the spend limit. I dont mind reaching the spend limit goal to get my bonus miles and companion fare but we did not know that this was a requirement. Please put me in contact with someone so I can reach the limit to get my miles and companion fare or I need to talk to someone about reimbursing my credit card fees and cancelling the card completely. It wouldnt make sense for me to just sign up for a card to pay fees and not use the card without and benefits.

Sincerely,

*********************
Business Response
Date: 03/30/2023

March 30, 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.
Unfortunately, there is no way to earn the bonus miles once the spend limit has passed. You will need to cancel the account you have now and re-apply for a new one.

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: 04/06/2023

Complaint: 19602445

I am rejecting this response because:If we cancel and reapply the perks change as you guys have changed your companion fare rules, we would need to spend a certain amount of money each year to be eligible for the companion fare. Also id have to pay another fee. I want a complete refund and want to cancel the card completely if there is nothing that can be done.

Sincerely,

*********************
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#: *******
Customer Answer
Date: 04/28/2023

Complaint: 19602445

I am rejecting this response because: I didn't respond because you sent me a response to someone else's complaint! I'm not *****!

Sincerely,

*********************
Business Response
Date: 05/04/2023

May 4, 2023

Dear ****,

I am in receipt of your email to the Better Business Bureau regarding the response you received.

You stated that you were rejecting our response because it was meant for someone else. However, I am including a copy of the last email we sent after which the BBB closed your complaint.

April 17, 2023

Dear ****,

Thank you for your response. Please disregard the previous email that you received addressed to "Kayva." My apologies for the error.

Unfortunately, Alaska Airlines does not collect the annual fee for the credit card, nor do we receive any percentage of it. You will need to contact the **** of America and ask for a refund and to cancel your account.

Again, my apologies for your experience.

Sincerely,

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

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#: *******
Initial Complaint
Date:03/15/2023
Type:Delivery 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 ordered tickets from their web side. There was a mistake on the name. There is no place to correct that online. I called them for correction. They refuse to make the correct and told me that I have to order a new ticket. I was told that's their manager's decision.
Business Response
Date: 03/16/2023

March 16, 2023

Dear *******,

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

So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with your confirmation code, ticket number and dates of travel.

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 03/16/2023

Complaint: 19600408

I am rejecting this response because:
Issue is not resolved yet. The information requested are as below.
Your confirmation receipt: AGCFGM for your flight to ************* on 3/22/23.
Ticket 0272326220951

Sincerely,

**********
Business Response
Date: 03/30/2023

March 30, 2023

Dear *******,

Thank you for providing the information needed.

In reviewing your reservation, our records indicate that an exception was made to provide you with a Residual Value Certificate for the value of your unused ticket. The type of ticket you had purchased was a non-changeable/non-refundable ticket. In addition, we do not allow name changes once a ticket has been purchased. We will not be able to refund your ticket.

****************** 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:03/14/2023
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 was denied boarding due to retaliation by Alaska Airlines personnel in *******. I had three separate tickets cancelled by Alaska Airlines personnel in ******* despite being told by a Reservations Agent to rebook. A vindictive and manipulative Alaska Airlines Female Supervisor lied and placed false notes on my Itinerary and refused to provide her Supervisor name which frankly I find bizarre. She was smirking as she was cancelling my ticket and justified her position about being disrespectful. I have a video that will impeach her credibility. Her conduct was inappropriate. A Supervisor who appeared ***** hours later was immediately dismissive of me and told me to fly another airline. ***** did not appear interested in hearing my side of the events that transpired. I was humiliated and cried as a result of how I was treated by Alaska Airlines personnel. I would like to report violations of the Alaska Airlines Code of Conduct and Ethics Code committed by the Female Alaska Airlines Employee who escalated the situation in the ******* Airport. The violations occurred on March 13, 2023. The violations include but are not limited to the Employee not acting in a honest, professional, and courteous manner. Misrepresentation. Failure to treat guests with dignity and respect. I remain concerned regarding punitive retaliation by the Employee. Reference Confirmation Codes: EBVITC, XBEUZF, IMSPKM. If the response from Alaska Airlines is not satisfactory I will proceed with scheduling an appointment with counsel to discuss the Tort violations. Alaska Airlines is vicariously liable for the acts of its Employees.
Business Response
Date: 03/14/2023
Dear *******,
Thank you for your email to the Better Business Bureau regarding your flights from *********** to ******* with a connecting flight to ********* on March 12, 2023.

In reviewing your reservation, you arrived at the gate in ******************* for flight 193 to ********* at 30 minutes prior to departure. When you tried to board our records indicate you were not checked in for your flight. When advised of this, you insisted on receiving the seat you had requested when making the reservation. Our agents only had a middle seat which you stated you would not take. Our agents repeatedly asked you if you were going to take your original flight (but in a different seat) and you would not answer until 3 minutes prior to departure which caused the flight to be delayed.

When you arrived in *******, you had multiple reservations which is a breach of our contract of carriage. I understand you said you were advised to rebook when you called our *********************** but at the time you spoke with them your reservation had not been updated. My apologies for the misunderstanding. In addition, our agents state that you were aggressive and rude toward them. We ask that our employees treat our guests with professionalism and courtesy, but we expect our guests to do the same to our employees.

*******, our agents are not required to provide their names for their safety, but I can assure you we can always find out who the agent was.

My apologies that you feel this could have been handled better. We have noted your report of violations of the Alaska Airlines Code of Conduct and Ethics Code and will conduct any necessary training with our employees.

Sincerely,

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

Ref: 8626413
Customer Answer
Date: 03/15/2023

Complaint: 19592843

I was at the gate longer than 30 minutes. My assigned seat 17D was given to another passenger. I was then offered a middle seat which I declined. Alaska Airlines could have reaccomodated the passenger who my seat was given too however elected not too. I was in compliance with Alaska Airlines Contract of Carriage and Code of Conduct. I acted in good faith and adamantly stand behind my version of events. Alaska Airlines assertion I was rude and aggressive is merely an allegation and not an adjudication of fact. I would like to correct what may be a misunderstanding, I did not have three reservations booked at the same time. I relied on the representation of Alaska Airlines *********************** in rebooking as my ticket was repeatedly cancelled by a ******* Supervisor who was acting in a vindictive manner because I wanted to report her inappropriate conduct to Management. Is Alaska Airlines interested in viewing the Video that I have of the Supervisor who acted inappropriately and made material misrepresentations? If so, please provide me the method Alaska Airlines would like to receive it as Management can do a comparative analysis of the notes on the Itinerary and the Video.I am confident the Video will impeach her credibility. Also I had a third party as my witness on the telephone to overhear the conversation at the ******************* with Alaska Airlines personnel. Would Alaska Airlines like her contact information to interview her as part of its investigation? In summary, I was humiliated and mistreated by Alaska Airlines personnel. This situation could have been handled by Alaska Airlines differently resulting in a better outcome. I fully expect Alaska Airlines to provide me a FULL REFUND (not partial refund) of the Ticket for what occurred and other remuneration. If this matter is not resolved satisfactorily I intend on filing a claim with Alaska Airlines insurance carrier and initiating Tort claim proceedings against Alaska Airlines and its Agents who were involved.
*************************
Business Response
Date: 03/23/2023

March 23, 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 compensation.

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

Sincerely,

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

Reference#: *******
Initial Complaint
Date:03/10/2023
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.
I am writing to express my frustration with a recent experience I had with Alaska Airlines. On March 27, 2022, I was issued a credit of $191 for a flight cancellation under their cancellation policy. Less than a year later, my account was frozen due to a 2-year inactivity rule, despite the fact that I had a less-than-one-year-old $191 airline credit in my mileage account, which proves that I had not been inactive for 2 years.On March 9, 2023, I spent 3 hours with their customer ********************** and reservation teams. Toward the end of the call, they advised me to book a flight without using my mileage account or credit, and pay a $15 fee to lock in the fare I needed for an upcoming flight in May 2023. They told me to call back the next day to un-freeze my account, get a full refund, and re-book using my credits. However, on March 10, when I called back, their team denied everything stated above. It took 5 hours to unfreeze my account, and it was eventually acknowledged that there was a glitch on their end. However, after the ordeal, I was denied the $15 refund for the previous night's customer ********************** fee for booking that "hold" flight.I am writing to you to express my disappointment in the way this situation was handled. Not only did it take 10 transfers and a total of 8 hours of my time between Reservations and ************* to unfreeze my account and re-book my flight, but no one took responsibility for the $15 refund, not even a supervisor.I have escalated this issue to the *** and DOT, as I believe it is unacceptable for a customer to spend 8 hours to receive the right to redeem their airline credits. I am also bringing it to your attention, as I hope that your team can take steps to address this with Alaska Airlines and provide me with tangible compensation, not miles. ** I will never fly with Alaska Airlines, and gladly pay any amount of money to fly any other airline (unless it's a life or death situation, of course).Although the $15 fee may seem small, it is not about the amount, but rather the totality of the situation. I hope that in the future, Alaska Airlines' leadership teams will handle similar situations with more care and attention to detail.Thank you for your attention to this matter.re: mileage account ********
Business Response
Date: 03/14/2023

March 14, 2023

Dear ******,

Thank you for your letter to the Better Business Bureau regarding the fee you paid when buying your ticket. My apologies for the experience you have had with calling our ******************* and also your Mileage Plan account.

I have verified that your Mileage Plan account is fine and, in fact, was never inactive. I believe it was your MyAccount Profile on our website that was locked and we have fixed that. In addition, your ticket was refunded and I have also requested a refund of the $15 ticketing fee you paid. You should see that within 7 business days.

******, 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:03/07/2023
Type:Billing 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 a charge on my card from Alaska Airlines, but I can't get a receipt. I've called the contacted the credit department, called the customer ********************** line, waited on hold for consecutive hours, and visited every link available, Why is it so hard to get a receipt for a mystery charge? Why do I have to pay to get a receipt after 48 hours? This is a scam.
Business Response
Date: 03/08/2023

March 8, 2023

Dear *******,

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

If you would be so kind as to let me know the ticket number associated with the charge and the amount, I will be happy to see what I can find. The ticket number should appear right after Alaska Airlines and start with a 027 followed by 9 additional digits. Also, if you could provide me with the last four of your credit card and the date the charge appeared I would appreciate it.

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

Sincerely,

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

Reference#: *******

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