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:03/06/2023

  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.

  ***************************, Discount Code ECSR100CGYGJ1046607, in the amount of $100 my $100 voucher is not working, it appears it expired, i am requesting it be reissued since I did not redeem it ***************************, Discount Code ECSR100CGYGJ1046607, in the amount of $100 I was not able to redeem it last year due to covid19 I am requesting it be reissued

  Business Response

  Date: 03/07/2023

  
  
  
  
  
  
  March 7, 2023
  
  
  Dear Summer,
  
  I appreciate that you took the time to contact Alaska with regard to your expired Discount Code.
  
  I sincerely apologize that you were unable to redeem your Discount Code prior to its expiration.   Unfortunately, we are unable to issue you a replacement.
  
  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: 03/07/2023

   
  Complaint: 19546838
  
  I am rejecting this response because:  I am asking you to make an expection in this situation due to covid19 and you not offering many flights and lockdown, please extend my discount for another 6 months or year so I can use it
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/02/2023

  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 will share my most recent experience with Horizon Airlines from Saturday, Feb 11, 2023, flight number #****; I was denied travel leaving **************** destination ******* ********** (aka where my son goes to college) because I had a 55 lb electric wheelchair. First, I booked these airline tickets in October 2022. Because it is always difficult to travel in a wheelchair, I am more than thorough when making these reservations, requesting my need of accommodations for myself and my wheelchair. Second, the airline was trying to put accountability on the *** for an embargo of electric wheelchairs dated December 2022. They had ample opportunity to communicate with me as a consumer. I received an email on Jan 10 from Alaska Airlines informing me to call them regarding battery-operated mobility devices.On Jan 11, 2023. I spoke to ******* in the Accessibility service team. She informed me that there had been changes on their small aircraft and needed to review wheelchair specifications and weight (55 lbs folded size 23"x13"x31," L*W*H) Dual Lithium contained D.C. 24V) to make sure it met requirements for travel. She assured me that my ***-purchased wheelchair met the criteria for traveling. You can imagine my surprise when I arrived for my flight at 5:00 a.m. only to be denied travel. On a one-day flight to see my son, I did not have an extra 7 hours to sit at the airport. This is Injustice, a violation of my human rights; this is discrimination. Carrier Access Act (ACAA) and its implementing regulation, 14 CFR Part 382, "prohibits U.S. and foreign air carriers from discriminating against individuals based on disability in air travel."

  Business Response

  Date: 03/16/2023

  March 15, 2023
  
  
  Dear ******,
  
  Thank you for reaching out to us regarding the difficulties you encountered during your travels with us on February 11th. It is our goal to ensure every trip you, your family, and your friends have on Alaska goes smoothly, and the best way for us to do that is hearing from you.
  
  It was disheartening to hear that you were denied boarding for your flight from ******** to *******, due to traveling with your battery-powered mobility device. When you received a notification on January 10th advising you to contact us regarding your February 11th trip on an Embraer-175 aircraft operated by Horizon Airlines, the Reservation Agent did not inform you of the embargo that we had recently put into place based on new directives from the **** After your conversation with them, you were understandingly confident that you would be able to travel without incident. From what you have described, I can acknowledge your frustrations, and hope my response will address your concerns.
  
  In accordance with the *********************************'s Air Carrier Access Act rules regarding information for passengers, 14 CFR Part 382, we must provide information to guests any time there is an aircraft related, service related or a limitation on providing transportation to a person with a disability at the point they disclose they use a wheelchair for boarding. This includes the availability of jet bridges.
  
  In researching your concerns and reviewing your reservation records, I do see that the special service request code for traveling with a battery-powered wheelchair, was entered into your reservation on the same day you made your booking with us back in October, which is why you received a notice on January 10th to contact us once we learned of the new restrictions. I reviewed your call to Reservations on January 11th, and can confirm that although the agent did go over our previously acceptable wheelchair dimensions with you on the E175, they did not inform you of the recent embargo. Unfortunately, when you called Reservations, the directive was in affect for a little less than 2-weeks and some agents were still being briefed or trained on the changes. This is in no way an excuse for you not receiving the correct information that you should have, and I deeply apologize for the inconveniences this caused you. Rest assured, as soon as we first became aware of the issue, we published an alert on our Accessibility Travel Services page on our website, which for future travels, can be found at: alaskaair.com/content/travel-info/accessible-services/airport-accessibility.
  
  Based on the information provided, we have determined that we did not meet the standards set forth in the Air Carrier Access Act (****) with regard to providing information. However, although the **** in 14 CFR 382.125(b) requires carriers to transport assistive devices of all kinds, it also points out that we must follow all *** and PHMSA requirements concerning safety and hazardous materials, and we do believe we have complied with the *** regulations in regard to transporting mobile aids in this circumstance. For future travels, we have Complaints Resolution Officials (CRO), which are trained in the Air Carrier Access Act and available as a resource in each city that we serve. 
  
  To provide you with more information on this embargo, the *** safety inspectors issued this determination in regard to the concentrated weight loads of battery-powered mobility aids in the cargo hold of our E175 aircraft. The safety of our guests and employees, and compliance with federal regulations is our top priority, so we cannot accept these items on this aircraft type until our equipment and procedures are updated to adequately secure and distribute weight of battery-powered mobility aids onboard our E175 fleet. Our Leadership team is urgently working on a solution, but in the meantime for any future travels you have or are planning to book with us that *** involve an E175, please contact us and we will provide you with the best alternate flight option that can safely accommodate your mobility aid. 
  
  While I genuinely hope I have fully addressed your concerns, please feel free to reach back out to me with any further questions or feedback. Alternatively, you do have the right to contact the ****************************************** to pursue enforcement action.
  
  ******, I am sorry for your recent travel experience. I do see that ************* has provided you with four different discount codes that you can use for future travels on us. Please let me know if you are still having troubles seeing them in your Alaska Airlines Mileage Plan Account, and I will have them follow up with you immediately. 
  
  I would like to once again extend my apology for the inconveniences you experienced. We value your feedback and, for this reason, we regularly use customer comments when making considerations for future improvements or enhancements. That said, I am confident that on a future flight you will enjoy the high level of service that Alaska is known for and that you deserve.
  
  
  Sincerely,
  
  ****************
  Customer Advocacy
  
  
  
  Reference#: *******

• Initial Complaint

  Date:03/02/2023

  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.

  I purchased a ticket with Alaska airlines and went to board my flight last night when *************************, the area supervisor denied me and my dog getting on the plane due to my dogs kennel size. The supervisor told me the kennel is too small. I have a medium size dog and a large kennel. ******* told me if my dog could do a full circle in the kennel then the kennel size is appropriate. I had my dog get in and out of the kennel and do a full circle in her kennel, and there was plenty of space, and for some reason the lady still wouldnt allow us to board the plane. Not only would she not let me board the plane but I missed my flight and had to reschedule for today. The price difference is pretty large, and she refused to refund me the rest of my money. I asked if theres anyone else that I could speak to, and she refused to get me more help. I also asked for her first and last name, and she was refusing to give me her name. This type of behavior coming from a supervisor is highly unprofessional and not appropriate. I would like someone to reach out and speak to her and help me figure out how I can get on a new flight. ******* has been giving me a really hard time. I dont think Ill ever fly with Alaska Airlines again because of this.

  Business Response

  Date: 03/06/2023

  
  
  
  
  
  
  March 6, 2023
  
  
  Dear Zak,
  
  Thank you for your email to the Better Business Bureau regarding your recent flight out of ****.
  
  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 with our ************ manager so she can followup with the agent involved.  
  
  Zak, 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:03/01/2023

  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 family of 9 were on flight 734 from *** to *** yesterday scheduled departure at 645p MST, seated and prepared for departure ahead of schedule. After being rushed to prepare for departure, to my shock and disbelief I was approached by a crew member who bluntly asked if my 12 month old baby had "pink eye". Stunned at the question I simply replied "no, um I don't know, what?" ******** member advised someone had brought a concern over my baby's well being that now required a "medical clearance"before we could depart.They advised someone with come talk to us after they were done with another passenger and quickly walked away. With no information as to what this meant, we were left wondering what was happening for over 20 mins. A second crew member came back and advised that with out "medical clearance"(by whom??) or a visit to the doctor we would have to be removed from the flight. At 630pm on a Monday night -With NO luggage.With NO lodging.With NO vehicle. We are residents of WA state with no established medical care in AZ. I advised the crew member of such and that we had a virtual visit with our doctor that morning over this very concern to which I had, in writing that my son was simply dealing with....A COLD. Terrified, questioning, and uncetrian of what this all meant, they even attempted to force disembarking after showing the written note from the doctor only a few hours earlier. After pleading to let us fly home, we eventually got "medical clearance" to remain on the plane and we were on our way at 725p. Alaska Airlines, you can not treat your customers this way and expect them to want to continue to business with you. Please have someone high up in the company contact me to understand Alaska Airlines stance on harassing BIPOC with an infant, a little under the weather.This experience has been disheartening, tasteless and volitale to say the least. As a mileage plan and credit card holder, I'd expect more from the brand, policies and crew members.

  Business Response

  Date: 03/02/2023

  
  
  
  
  
  
  March 2, 2023
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding your recent flight from ******* to **************** on 2/27/23.  
  
  I see that you have reached out to our ************************ and the situation has been resolved.
  
  *****, 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: 03/02/2023

   
  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:02/26/2023

  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.

  Changed our flight one day from reservation. Flights and house increased.

  Business Response

  Date: 02/27/2023

  
  
  
  
  
  
  February 27, 2023
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.
  
  So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with your confirmation code and/or flight information/ticket number. Please reply to this email with scanned copies of your documents attached; the acceptable file formats are: jpg, gif, png, tif, bmp, pdf. If you wish to mail or fax your documents, please include your reference number found at the bottom of this email and send your documents to:
  
  Alaska Airlines Customer Care
  PO Box *****
  **********, ** **********
  
  Fax: ************
  
  As always, thank you for flying with **. We look forward to your reply.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 8576851Tell us why here...

• Initial Complaint

  Date:02/24/2023

  Type:Billing 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 purchased Alaska airline miles in order to use those miles for an award flight from ************** to *****, ***********. I was able to go online and walk through each of the steps to the very end of my purchase then I was told there was an error. I tried again but kept running into the same error. I finally called the phone number that was included in the error message and relayed my issue. The customer ********************** person informed me that there were no available award flights for the dates I wanted. I expressed that I was able to see it on my screen and that I didn't know they were unavailable unless I had the correct number of miles so that I could continue through the process to make the purchase. He informed me there was nothing he could do. I, then, filed an email to Alaska Air on January 27, 2023 but never received a response. There was no way of knowing as a customer whether the award flights weren't available unless I purchased the miles needed to then go through the online process. As a customer it feels deceitful to display availability online when in reality they were no longer available.Purchase Date: 01/22/2023 Total: $2,956.25 Confirmation Number: 9672-3887-5920-5880-8353 Your Name: *************************** Plan Account Number: *********

  Business Response

  Date: 02/27/2023

  
  
  
  
  
  
  February 27, 2023
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding your attempted redemption of your miles for a ticket to *****.
  
  In reviewing your case, it appears that our agent has addressed all your concerns and provided a refund of the miles you purchased.
  
  *****, 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: 02/27/2023

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

   

  Thank you so much!

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

• Initial Complaint

  Date:02/23/2023

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Alaska Airlines for not providing us with the correct amount of reimbursement for a flight cancellation and subsequent delay that we experienced on December 25th and 27th, 2022. We were scheduled to fly from ********* to ******* on AS1236 on 12/25/22, but the flight was canceled, causing a delay of 46 hours in *********. We were then scheduled to fly on AS427 on 12/27/22, but the flight was delayed by 6 hours and then canceled, causing a total delay of 76 hours. We eventually made it back to ******* on Delta **** on 12/28/22.While we understand that flight cancellations and delays can happen, we were extremely frustrated by our experience, especially since we were traveling with a 23-month old baby. We had to spend additional money on accommodations and other expenses, and we are seeking reimbursement for our essential financial losses.We have been in contact with your *********** customer advisor ** and his manager ****, and they have verbally approved the following amount for reimbursement:Flight reimbursement with 2 tickets (Delta ****): $1197.2 Overnight accommodation: **************** (12/27 - 12/28): $450 However, we only received a reimbursement of $966.56, which is incorrect and does not cover our essential financial losses. We are therefore requesting the full amount of $1647.2, as previously agreed upon by ** and *********We appreciate your attention to this matter and hope that Alaska Airlines will take our complaint seriously and provide us with the correct amount of reimbursement. Thank you for your understanding.*********,*********************

  Business Response

  Date: 02/27/2023

  
  
  
  
  
  
  February 27, 2023
  
  
  Dear **,
  
  Thank you for your email to the Better Business Bureau regarding the reimbursement you received.
  
  In reviewing your expenses, you are due an additional $144.00.  I have requested a check and you should receive it within ***** business days.  
  
  Your original tickets are still in "OK" status, so we will not be refunding those.  Please call our *********************** at ************** and provide them with the following ticket numbers:  027 ********** (*********************) and 027 ********** (*************).  They will provide you with the date you will need to use the ticket by.
  
  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: 02/27/2023

   
  Complaint: 19458869
  
  I am rejecting this response because:

   

  I am requesting additional amount $680.64 but not $144. Our cost of two new delta tickets and Delano accommodation had been approved by your **************** customer advisor JP and his manager ****. We did not even get any refund of AS427.

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

  Business Response

  Date: 03/06/2023

  
  
  
  
  
  
  March 6, 2023
  
  
  Dear **,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  As stated in my previous email, you still have your unused tickets in OK status.  You will need to call our *********************** at ************** for information on using them.  
  
  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:02/22/2023

  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.

  -Refrence # *******, Incidient # BURAS99816689 -AS901 12/23 -Flying out of ******, ** to *******, ** -My bag was clearly mishandled to the point I never even received it. Myself plus at least 6 other people on my flight alone lost their belongings. Something like this is ********** if the Airline were to get your luggage back to you. IT HAS BEEN NOW 2 months as of the 23rd of February tomorrow. I filed my claim in the appropriate time frame for it to be accepted, I've signed and can confirm I submitted the claim. -Alaska airlines has not even bothered to contact me once regarding the claim, I've needed to sit on their ridiculous hold time lines (with no call back option) countless times just to be lied to about where my belongings were; I know this since not one agent had any consistency in the issue, one would tell me it was in *******, the other would say it was in ******. I was also told I'd be receiving extra miles TWICE for this whole ordeal, they never added them, only the miles for my bag not getting to the carousel in 30 mins. Well guess what, it never showed up. - I want to clarify ; I have not even gotten my claim settled let alone been reached out to regarding it. ON TOP OF THAT, I've also been dealing with the inconsistency of your employees, zero communication, and most important I was clearly deceived on multiple topics. I am at the point where this is the only thing I can do, I want my claim settled and my compensation and miles I was told I'd receive.A quick PSA to anyone who did not know this to avoid this happening to you. Alaska will not even cover your items over 100 dollars without proof of a receipt, I don't know many people who have a room of every receipt they've ever been given (And they do not accept bank statements LOL) but it is evident they want to do everything in their power to not reimburse you. I had Christmas gifts no one received because they were lost, I did not even have nice clothing for my grandmas funeral...

  Business Response

  Date: 03/06/2023

  
  
  March 6, 2023
  
  
  Dear ****,
  
  This is in response to your BBB Complaint Case #********.
  
  Thank you for taking the time to write about your Alaska Airlines flight from ******* to ******* on December 22, 2022.  I can understand your frustration that your luggage did not arrive at your destination with your flight, and I appreciate the opportunity to review your case and address your concerns.
  
  According to our records, on the date that you traveled, the ******* Airport experienced a major baggage belt malfunction and luggage was unable to be loaded onto passenger's flights.  I am sorry for the inconvenience caused by your baggage delay.
  
  It was disappointing to learn that you did not receive the communication regarding your luggage that you hoped for and that you felt you were given inconsistent and deceptive information.  As our guest, you had the right to expect daily updates regarding the status of your case.  I regret we did not meet that expectation for you and that you experienced long hold times when you called. The remarks in your file state that the ******* Baggage Office advised you of the anticipated arrival times for your luggage based on our flight schedules.  I assure you we would never intentionally deceive passengers and am sorry for any misinformation provided. 
  
  I was thankful to see that your luggage had been located on March 2nd and overnight delivery was arranged.  I have confirmed that we deposited ***** bonus miles to your Alaska Mileage Plan Account on December 30th and again on February 22nd.  In addition, as discussed with your family member during their March 2nd phone conversation, we are pleased to issue you a $300.00 Discount Code for future travel as a gesture of apology for your experience. 
  
  I apologize that you were unable to redeem the $100.00 vouchers we had sent to you to purchase necessary items until you received your baggage. If you were required to purchase clothing or toiletries while you waited for your luggage, please send your purchase receipts to our office for reimbursement. Our address is: Alaska Airlines, Central Baggage Service - SEALZ, ****************************************. You can also submit these receipts by replying to this email with the pictures attached as either a JPEG or PDF format. 
  
  ****, we appreciate that you took the time to share your experience surrounding your delayed baggage. I am truly sorry that you were unable to exchange the Christmas gifts that were packed in your luggage and that you were without your clothing for your grandmother's funeral.  Please accept my sincere condolences for your loss. We value your patronage and look forward to welcoming you onboard another Alaska Airlines flight in the future, as I am confident we will provide the remarkable service you deserve.
  
  **********************************
  Alaska Airlines
  
  Reference#: 8292112
  Incident#: BURAS99816689

• Initial Complaint

  Date:02/21/2023

  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.

  Good day.I want to express my utmost dissatisfaction with ****** airline's. On Feb 17th we were meant to to fly out of ******* to ****** for a family members funeral. Out flight was to board at about 10.35pm.1 hour to our flight after we're packed and arriving at the airport for paid parking, we rcvd the flight cancellation notification. Extremely inconsiderate. We went through the process of driving all the way to the airport only to get notified at the 59th minute. To say inconvenienced is an understatement. We were among so many other travelers at the airport waiting for a descent explanation as why our flight was canceled. My complaint is bse I've contacted both Alaska airlines and Expedia travel and i have received no resolve. You would have thought this should be sn easy refund.3 hours on the phone with chat services and waiting on the phone.I expect a full refund and compensation for all inconveniences caused. I will not accept any thing less. To cut a long story short we missed our family members burial thanks to Alaska Airlines.Passenger(s): ******/*******************************, ******/*************************** Expedia Itinerary Number: ************** Alaska Airlines Confirmation Code: XZGWUM Expedia Confirmation Code: 4KHAJJ.

  Business Response

  Date: 02/22/2023

  
  
  
  
  
  
  February 22, 2023
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your canceled flight on February 17th.
  
  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 crew 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 refund ******* and *****'s tickets.  I was unable to find one for you.  You should see a credit 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#: *******

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19439793

  Good day Adora... i appreciate your prompt response regarding this situation.
  
  I am rejecting this response because: I incurred alot more inconvenience than the price of the tickets. I had to incur parking fees which was from the 17th-20th of February. I had to purchase gas and reserved a rental car which fees are non refundable. I will accept full compensation on top of the full refund of our tickets.

  It unfortunate that this is the current situation.

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

• Initial Complaint

  Date:02/20/2023

  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.

  Hi There - I have a complaint against a flight attendant ******* for how she treated my wife on our Alaska Airlines Flight 830 from ******** to ************ on February 18, 2023. Our confirmation code for the first-class tickets that we paid is TQKDGG.******* ruined our wedding celebration flight back home, and I believe she may have treated my wife with disrespect because my wife is Asian. We booked first-class tickets to secure dedicated luggage space to secure our wedding cake on the way home. The wedding cake cost us $5,000, which we had hoped to save in tact to celebrate our wedding with family members who could not travel and join us at our wedding in ******. The wedding cake was placed in the overhead bin in our first-class seats. However, another passenger sitting in coach put their luggage in our dedicated luggage space smashing the cake as he was jamming his luggage in. I walked to ******* with the cake and told her we wanted the luggage space we paid for. She blatantly yelled at my wife, humiliating her in front of the entire flight when my wife asked ******* if we could store our cake in the front or if we could use another bin space, or even if we could have the space reserved that we paid for with first-class seats. When we presented ******* with this option, she yelled at us again in front of the flight, screaming, "no, no, no!!! Those other people paid for their seats too!"What is the point of paying for first class if we don't even have dedicated luggage space? We had to put our wedding cake on the floor, which was uncomfortable for a man who is 6'2 tall as there was limited leg room. Additionally, the other flight attendants did not help and made jokes about my wife. At a minimum, I request that my wife get refunded for her first-class ticket to resolve this situation and that *******, the flight attendant, be disciplined. I'd also like to file racial harassment, as there seems to be discrimination against my wife, who is Asian.

  Business Response

  Date: 03/06/2023

  Hello, this was initially sent to Alaska on 2/20.  We are in the process of investigating and will respond as soon as possible. 
  
  Thank you
  
  ***********************