Business Profile

Airlines

Alaska Airlines

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

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.
203 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:02/18/2023
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against a flight attendant ******* on Alaska Airlines Flight 830 from ******** to ************ on February 18, 2023. My name is ******************** and my confirmation code is TQKDGG.My husband and I paid for first class tickets on the way home from our wedding celebration. We booked the tickets as we thought as first class ticket holders we will have dedicated luggage space as we have our wedding cake that was made for our flight home. We put our wedding cake in the overhead bin in our first class seats area so that it won't get smushed or ruined. However another passenger not in first class put his large luggage in our dedicated luggage space smooshing the cake. When I told the flight attendant *******, that we wanted the luggage space we paid for, she yelled at me saying the other passenger not in first class also paid too. What is the point of paying for first class if we don't even have dedicated luggage space. We had to put our cake on the floor taking over our leg room. I also want to add that the other flight attendants did not help and made jokes about me and my husband as we asked if there were other options such as storing the cake on the front. When we presented ******* with this option she yelled at us again in front of the entire flight screaming no no no.Would it be possible to be reimbursed the difference of the first class ticket to a regular ticket price? ******* was rude and unaccommodating, and she yelled at me in front of the entire flight. I am also not sure if it's because I'm Asian and with my ethnicity she felt as if she could talk to me in that manner. My husband and I are very upset that we paid for first class tickets and received low-class service and humiliated by her yelling at me.
Initial Complaint
Date:02/14/2023
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.
December 24, 2023 Hotel = $590.88 Rescheduled flight = $1,998.00 Extended 3 days car rental $172.14 Total owed = $2,761.02
Business Response
Date: 02/15/2023

February 15, 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.

My apologies, but I will need more information before I can assist you. Please provide your flight information, names of all travelers, ticket number, confirmation code and details of what happened and why you are asking for reimbursement in the amount of $2,761.02. In addition, reply to this email with scanned copies of your documents attached; the acceptable file formats are: jpg, gif, png, tif, bmp, pdf.

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

Sincerely,

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

Reference#: 8524585
Customer Answer
Date: 03/01/2023

Complaint: 19406496

I am rejecting this response because: Alaska Airline passengers ***** & ************************* received notice on 12/24/22 (Christmas Eve) at 6:14pm that our 12/25/22 Christmas day at 7;35am flight Alaska flight 851 was cancelled. (See attached documents). All Alaska Airline flights for the next 3 days were unavailable. The attached documents support the cost of having to book new Alaska Air flights, extend our rental car and 3 days hotel. Not to mention being away from our family for Christmas and finding food when everything was closed on Christmas day. I was also told by Alaska Air gate agent the flight actually took off on time and the flight cancellation was only to give our seats away. If true it's hard for me to believe how a company like Alaska Airline could do that to a long-term loyal customer on Christmas day or any day. Please see the attached for all of the formal back-up documents. Thank you

Sincerely,

***********************
Business Response
Date: 03/01/2023
This is a duplicate - of complaint 19406496. I have responded to the customer asking for detailed information and have yet to receive it.

Customer Answer
Date: 03/01/2023

Complaint: 19406496

I am rejecting this response because:I'm very sorry for the delay as my PDF files were too large.Please see the attached files. 1 of 4

Best regards,

- *************************

Business Response
Date: 03/07/2023

March 7, 2023

Dear *****,

Thank you for your response. Although I appreciate your sending me copies of your receipts and confirmation codes, I need the details of what happened. Once I receive those from you, I will see what we can do for you.

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 03/13/2023

Complaint: 19406496

Please see the attached.
Best regards,
***********************
Business Response
Date: 04/05/2023

April 5, 2023

Dear *****,

Thank you for providing the additional details I needed in order to address your concerns. 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 the severe storm in the ******* area. 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 ********************* to refund the tickets you had to purchase (confirmation code YOIESS). You should see a credit within 7 business days to the credit card used to purchase the tickets. The unused portion of your original tickets have been marked as used.

In addition, I have submitted a request to our ********************* for reimbursement of your hotel and rental car expense in the amount of $763.02. You should receive a check within ***** business days. Please be advised that it will come in a white, perforated envelope with our logo on it that some have mistaken for junk mail.

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 ECSR400CPCDD105494, in the amount of $400

***********************, Discount Code ECSR400CJCXD105495, in the amount of $400

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: 04/12/2023

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:02/13/2023
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,This is Ko-*****************. On Feb 11, 2023 I checked in my two luggages in *** at 9:30 am in the morning, I made sure my two luggages were scanned by the lady in the check in counter. For some reasons, I missed my flight from *** to *** (AS1315) at 11:35am, I was notified by Alaska airline that my two luggages will be safely sent with the flight AS1315. They scheduled me to the other flight which was 9:25 pm AS1101 on Feb 11. However I only got one luggage at the end. The luggage came with the flight AS1315. But I miss my the other one. Next day, Feb 12, I called the *** Alaska baggage office, a lady called ******, she told me that my baggage is in ***, and she said she was going to investigate this and would call me back. And I dont receive her phone call back. The next few hours, I made multiple phone calls with them.No one in the *** ALASKA baggage office help me, they dont offer me helpful information. They just said its not in their place.I called to the *** baggage office, the man who I talked with in *** few days ago answered the phone, and said they will start investigating this. However, my claim was raised a few days ago. Looks like *** Alaska baggage office hasnt took any action to look for my bag and also *** Alaska baggage office doesnt contacted *** for looking for my bag. I need immediately support to my ticket, no one is looking into my ticket. My incident number is PDXAS54654221 and my bag tag number is **********. My phone number is ************ and my email address is ******************* How can my baggage got lost at no where after I checked in my baggage? No one can provide me any updates. It got lost after I checked in and scan my luggage at the counter. I trusted Alaska airline so I passed my luggages to you, after this thing happen, no one take any actions to solve the issue. I need someone who can represent Alaska to contact me immediately. I need to find my suitcase as soon as possible!
Business Response
Date: 02/14/2023

February 14, 2023

Dear Ko-Chia,

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

Thank you for writing about your Alaska Airlines flight from *********** to ******** on February 11, 2023. From what you have described, this has been a frustrating experience for you, and I appreciate the opportunity to address your concerns.

I can understand your disappointment that one of your bags did not arrive at the **************** after your flight, especially since you missed your flight and had been rebooked. I am sorry that you were required to make multiple calls to the ******** Baggage Office for updates on your luggage and regret that you did not receive the helpful information you sought regarding the location of your bag.

Our records show that your flight arrived on February 11th in the late evening. The remarks in your file show that the next day on February 12th, the ******** Baggage Office had been in contact with the ************* and *********** Baggage Offices and the **************** Police in search of your bag. In addition, I found notes made by the *********** Baggage Office stating that they were also actively looking for your bag. The ******** Baggage agent noted in your file that they had attempted to call you twice but were unable to leave a voicemail message.

According to the remarks in your file, on the date of your travel, the ******************* experienced a baggage belt malfunction but your luggage was forwarded onto the next available flight to ********. I was pleased to see that your luggage arrived at the **************** on February 13th and that you informed the agent that you would be returning to pick up your bag.

Ko-Chia, I am sorry for any inconvenience caused by your baggage experience. As a gesture of apology, I have included 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.

Ko *****************, Discount Code ECSR50CRCLN1125116, in the amount of $50.00.

Ko-Chia, thank you for sharing your concerns with us. I apologize that we fell short of providing you with the excellent customer ********************** that you expected. We value your patronage and look forward to welcoming you onboard another Alaska Airlines flight in the future.

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

Reference#: 8513045
Incident#: PDXAS54654221
Customer Answer
Date: 02/16/2023

Complaint: 19393407

I am rejecting this response because I am not going to take any flights with Alaska now. The discount code is useless for me.

first of all, I dont miss my flight, I was actually kicked off from the flight by the air host. I booked the first class seat and I got kicked off because I brought my dog and my cage is under the seat. I have witnessed here. After you guys kicked me off from the flight, the lady said she was off now, she needs to get home. She didnt provide any solution, instead just kicked me off from the flight and leave and said she can refund me. Its racist. Again I need you to investigate this. And you guys let me wait in the airport for 12 hours. Downgrade my seat and let me pay $50 missed flight charge(I was actually kicked off from the flight) I need you to investigate this case.

Second, after this whole terrible experience, Alaska airline mishandled my luggage, the most importantly, baggage office representatives from pax and *** hanged off my calls multiple times for no reasons, your service is the worst. its racist.
You guys were lying from the beginning, you guys tracked the wrong baggage (ending in 85) in the beginning which I also have a screenshot attached. when I called back to let you know, you guys said no it was the correct one. After hanging off the call, you guys changed the baggage tag number which ending in 84. Also, when I arrived the airport and picked up my baggage, you guys said the tag was missing and put the fault on me. however, you guys turned my baggage handler with the tag on the other side so I was not aware of my original tag was there. I have witness too. When I left the airport, I found my original tag was actually there, like you guys were hiding the truth and lying. I need to know how my baggage got lost? And this is a really really worst of the worst experience I have ever had in my life. not only I got kicked off from the flight but also you guys mishandling my baggage, the most important, the customer ********************** is the WORST OF THE WORST. My calls got hanged up from ladies from the *** and *** office. ****** from *** and also multiple ladies from ***. You need to investigate the issue, I need to get money back, and provide me the compensation for my mental damage.

Sincerely,

Ko-*****************
Business Response
Date: 02/28/2023
Dear *******,

Thank you for your continued communication regarding your BBB Complaint #********. We acknowledge your rejection of our response and appreciate the opportunity to address your concerns.

It was disappointing to read that you were dissatisfied with your experience surrounding your baggage and the service provided by our airport representatives. I understand your frustration that you were unable to travel on your original flight due to the inability to accommodate your pet in the first-class cabin. A review of your reservation found that you had been charged the $50.00 change fee to rebook your flight. I regret that you had to wait 12 hours at the airport to be rebooked.

I am sorry that the agent at the ******************* did not assist you with rebooking your flight and am disheartened to learn that you felt that the agents were racist. I can assure you that discrimination of any passenger would never be tolerated, and I have forwarded your comments to the ******************* Manager for review to evaluate if additional training may be needed to improve our customer **********************.

I was discouraged to read that you felt that our agents were dishonest and changed the baggage tag number, then blamed you for the missing bag tag. According to the remarks in your file, the agents at the ******************* had extensively searched for your bag and they found that there had been a baggage belt malfunction which impacted the transfer of luggage. I apologize for any misunderstanding regarding the baggage tag and the reason your bag was delayed. I was thankful to see that your luggage was tagged and forwarded onto Alaska flight AS1059 to ******** on February 13th.

The notes show that when you called our office you were advised that your bag would be arriving at approximately 4:30pm on February 13th and you stated that you would return to the **************** to pick up your bag. I regret that you felt that our offices hung up when you called. The **************** noted that they tried calling you twice after your bag arrived, and they were unable to leave messages since your voicemail was not set up. I was thankful to read that a Supervisor and ************** Officer were present to observe and confirm that your luggage was intact when you received it at the ****************.

We understand that this has been a stressful experience for you and are truly sorry that your experience has caused you mental distress. I am thankful to see that you submitted your receipts for purchases made while waiting for your bag and your reimbursement is currently being processed.

Ko Chia, we appreciate your business and apologize that we did not live up to providing you with the remarkable service that we are known for. It is my hope that you will reconsider flying with Alaska again in the future so we may demonstrate the exceptional service that you deserve.

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

Reference#: 8513045
Incident#: PDXAS54654221
Initial Complaint
Date:02/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was unable to take a flight and called to cancel my reservation right away the representative I spoke to did not offer a refund but my father was offered a refund in the same situation. When I asked after for a refund instead they state it is already done. This seems like a double standard, some sort of discrimination or poor training.
Business Response
Date: 02/13/2023

February 13, 2023

Dear *****,

Thank you for your email to the Better Business Bureau regarding a refund of the ticket you purchased. 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 flight information.

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

Sincerely,

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

Reference#: 8516261
Customer Answer
Date: 02/13/2023

Complaint: 19379791

I am rejecting this response because: we have not reached resolution. The flight details are listed in the attachment. Confirmation CODE DTQMUK flight 924 and 67

Sincerely,

*************************
Business Response
Date: 02/17/2023

February 17, 2023

Dear *****,

Thank you for response to the Better Business Bureau.

You purchased a non-refundable ticket and were issued a residual value certificate for the value. This is standard protocol and without reviewing why your father received a refund, I simply cannot refund your ticket. If you would provide me with your father's confirmation code and/or name, I will see what I can do for you.

*****, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

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

Reference#: *******
Initial Complaint
Date:02/05/2023
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.
My husband and I were booked on Alaska flight 24 on Sunday December 18 going from *** to *** and it was cancelled without any notice whatsoever. We showed up to the airport at 7am to find that we, and all other passengers, hadn't received so much as a text, call, email, nothing.My husband's flight was booked as 2 one way tickets. His confirmation code for this leg of the trip was EQEUKW. Mine was booked as a roundtrip. My confirmation code was ZQCUDF.Due to this and the incredibly long line at the Alaska desk at the airport, we did not have time to wait for them to rebook us. We needed to get on the next flight ASAP. We looked online for other Alaska ************** all had 1+ stops and would get us in to our destination past midnight which was unfeasible, we had no transport at that time and had work in the morning. We booked ourselves on another flight, the only other nonstop we could find from *** that day but it was out of ***.We incurred expenses for transportation to *** and the flights themselves. I would either like reimbursement those flights or I would like a full refund for the cancelled Alaska flight instead of just vouchers. Vouchers do nothing for us, this was our only chance to use those Alaska credits we had used when originally booking this flight and we won't have another chance to. Alaska flies basically nowhere on the East coast and the $600 voucher has to be used all at once which is ridiculous. It's useless to us. I want a full refund instead. Also, our return flight on December 27th was delayed 6 hours. We had to take a car home because it was too late for us by the time we landed to take the train.Attaching receipts for all the expenses we need reimbursed:$198.59 - transportation $386.60 - new flight for *************************** due to cancellation $386.60 - new flight for ******************* due to cancellation
Business Response
Date: 02/16/2023

February 16, 2023

Dear *****,

Thank you for your email to the Better Business Bureau regarding your and ****** flights between ****** and *********** in December. 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 am so very sorry for the cancelation on your outbound flight and delay on your return flight. I have submitted a request to our ********************* for reimbursement for the tickets you purchase and the transportation via Lyft. You should receive a check within ***** 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: 03/23/2023

Complaint: 19338048

I am rejecting this response because:I was told from the business that I would receive a check within ***** business days and it's been longer than that and I have received nothing. Could you reopen the case?

Sincerely,

***************************
Business Response
Date: 04/18/2023

April 18, 2023

Dear *****,

I appreciate that you took the time to contact the Better Business Bureau stating that you had not received your reimbursement check.

I asked our ********************* to take a look at it and the check was cashed, by you, on April 14th.

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: 04/20/2023
We can close the case as resolved, the check they mailed me finally arrived.
Initial Complaint
Date:02/01/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Alaska Airlines cancelled a flight on 12/28 from ******* to *******, which caused me to stay at ******* for another two days. After I came back, I filed a claim to them and provided all needed receipt. One month later, there is still no response. I called them and one representative said she will take over and give me a response on the same day, but nothing. I want to get my money back.
Business Response
Date: 02/02/2023

February 2, 2023

Dear ******,

Thank you for your email to the Better Business Bureau regarding greimbursement for your expenses as a result of your canceled flight in December. My apologies for the delay in responding.

In reviewing your expenses, we are happy to reimburse you for the following, however we will need itemized receipts for the Asian House and ************* restaurants.

Expedia - $295.26
Asian House - $78.98 - upon receiving itemized receipt
************* - $40.81 - upon receiving itemized receipt
Shell fuel - $13.96

Total (pending itemized receipts as listed above): $543.97

We will not be reimbursing the ETolls expenses of $20.57 and $16.61.

Please send the receipts and confirm your mailing address and I will get this processed.

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#: 8391200
Customer Answer
Date: 02/02/2023

Complaint: 18964410

I am rejecting this response because:
1. Hotel through Expedia: It should be $381.14 in total. I paid $295.26 through Expedia, and $85.88 to the hotel directly. Please take another look at the receipt
2. I don't keep the receipts for the two meals because I was not told by Alaska Airlines that I need to do it. Why is the credit transaction not enough? It shows the date and address.

Sincerely,

*******************
Business Response
Date: 02/08/2023

February 8, 2023

Dear ******,

Thank you for your reply to the Better Business Bureau regarding 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 compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.

We require itemized receipts for meals/hotels due to the fact that there are some things we will not reimburse, such as alcohol, spa treatments, room service, etc.

Once again, I would like to express my sincere regret that you had a negative experience with Alaska. Because we recognize and emphasize the importance of customer **********************, we will always err on the side of our customer and will take any and all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I must consider this case closed. My sincere hope is that you will join us on a future flight so that we may demonstrate the level of service that we are known for and that you deserve.

Sincerely,

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

Reference#: 8391200
Customer Answer
Date: 02/13/2023

Complaint: 18964410

I am rejecting this response because: They didn't resolve my problem, and I didn't see any willing to resolve.

Sincerely,

*******************
Initial Complaint
Date:01/26/2023
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 wasn't able to keep paying virgin *******. I lost my job and income at the time. This account is very old. Before 2015.
Business Response
Date: 02/06/2023

February 6, 2023

Dear ***,

I appreciate that you took the time to contact the Better Business Bureau regarding your past credit card with Virgin *******.

Unfortunately, you will need to contact the issuing bank of the credit card for assistance. The name of the bank is Comenity.

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#: 8497934
Initial Complaint
Date:01/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was on flight AS 435 from ****** (***) to ************* (***), which was supposed to leave at 5:15pm and arrive at 8:30pm on Sunday Jan 15, 2023. The flight was delayed over four hours, and I had disappointing interactions with Alaska Airlines employees at the airport even though I was being calm and patient. I would like to be compensated for the following:- I upgraded $200 to first class, thinking I would be able to enjoy that during the 5:15pm, five hour flight, but since the flight left at 9:30pm, I was tired and it was a waste of choosing first class.- According to the Alaska Airlines site, since my flight was delayed 4+ hours, an Alaskan airlines employee would give me a meal voucher at one of the gates. However, they did not believe me that it was a policy and I had to show them the website. Then, it took them 30 minutes to issue me a $12 voucher. As you might guess, theres nothing I can order for that amount at an airport restaurant. They wouldnt even accept it at a travel/snack shop when I tried to use it to buy water. The meals at the airport cost $20-40.- Since my flight was so late getting into *************, I didnt get my bags until close to 1am and was unable to use Public transport to get home. It was raining to the point of flooding in *************, and my only option was Uber. Normally, this trip would cost $40-50 but the cheapest ride I could take cost me $140. So I wasted $200 for an upgrade, $140 for an Uber, and $30 of my own money for an airport meal.Alaska Airlines has not responded to my complaints to customer care. They emailed me I want to be compensated for my Uber, airport meal, and first-class upgrade ($370) either in a check form or a SINGLE flight discount code I am not interested in several different discount codes that each has only a single use, on an airline that caused me this much lost money and stress.
Business Response
Date: 01/25/2023

January 25, 2023

Dear *****,

I appreciate that you took the time to contact the Better Business Bureau regarding your flight from ****** to ************* on January 15th.

I do see that you have been in touch with our ************************ and they have provided you with compensation.

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#: 8439180
Initial Complaint
Date:01/23/2023
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.
Im writing to require an investigation into the fact that we were deceived by Alaska Airlines (AA). Originally, I booked two tickets from ****** to *************. The flight number is AA **** (confirmation number: AAWMTI). It should depart on December 25, 6:30pm at ****** and arrive at 10:30pm at *************.At 12:57 pm on 12/25, I called AA at phone number ************ and try to confirm if our flight is on time because there were high cancelations on those days. Because of the high call volume, I chose the call-back option.At 1:09 pm (19 minutes conversation), one of the representatives with phone number ************ called me and helped me to check my flight status. He told me my flight from ****** to ************* on 25th at 6:30 pm with flight number **** was canceled. I felt super shocked. I told him I didnt receive any email or notification about this cancellation. And he confirmed with his computer again and he said he was 100% sure this flight was just canceled. Then, He told me the next earliest available flight was on 27th at 6:30pm. Under this situation, our flight had to be moved from 25th to Dec 27th. This change was completely unexpected and we had to cancel our hotels and everything of our plans! It's Christmas day!However, on Dec 26th, we checked AA official website and it showed this flight on 25th was not canceled! This flight flew on time! We called AA to figure out this problem several times and spend several hours on waiting in calling, but no one answered our call. On Dec 27th, we came to the airport and double-confirmed with one AA Staff at the counter, she confirmed the original flight on 25th was not canceled and admitted this is a huge mistake. She checked our original ticket /confirmation, she found our tickets were directly changed to 27th without any notes.Therefore, my wife and I need an investigation and explanation why Alaska Airlines told us our flight was canceled while the flight was not canceled and flew on time?
Business Response
Date: 01/24/2023

January 24, 2023

Dear ****,

Thank you for sharing your concerns with the Better Business Bureau regarding your flight on 12/25/2022 from ****** to *************. Please accept my apologies for your experience.

Our **************************** is handling the investigation and will get back to you as soon as they have completed it. We appreciate your patience.

Sian, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

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

Reference#: 8348209
Customer Answer
Date: 01/24/2023

Complaint: 18885716

I am rejecting this response because:
First, we thank Alaska Airline for finally replying to our complaints without we making another two hour phone call. But we DO NOT accepet the bussines response as we feel Alaska Airlines is deliberately delaying our case or ignoring our case. If Alaska Airline ever took a look at our case, they will notice that we have already submitted THREE cases on their official website on Dec (case#******* and case#******* on Dec26 th and case#******* on Dec 27th). We should receive the responses from Alaska Airlines within 10 business days. But untill now (almost 1 month), we didn't receive any replies from Alaska Airlines. During this month, we constantly called Alaska Airlines (each phone call cost us two hours or even more), but either nobody answered our call or we were told they were busy. In fact, two weeks ago, one representative from Alaska ******** told us that they were working on our case and will reply to us soon (same as their current response in this message!). But after two weeks, we still got nothing. Nobody called us or emailed us!
We understand that there may be more complaints to Alaska Airline due to the bad weather on Christmas Day. However, we didn't anticipate it would took 1 months for our case and we still didn't receive any replies. Our case is actually not complex: based on the information we collected, Alaska Airline have a system record, they know who provided us with wrong information, they also have the phone call recorded. We don't understand why it took so long.
Based on what we have expeienced at Alaska Airline, we had to come up with five possible explanations: 1) racial discrimination, Alaska Airline realized we are not Native American based on our names/accents; 2) our original tickets were sold to others at higher price; 3) some internal problems that I didnt expect in a large airline company; 4) mistakes by unprofessional people and 5) deliberately cancel our flights for unknown reason.

Sincerely,

*****************
Business Response
Date: 01/28/2023

January 28, 2023

Dear ****,

I appreciate that you took the time to contact the Better Business Bureau again regarding your concerns.

Our records indicate that our **************************** has responded to you. The email was sent on 1/26/2023.

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#: 8348209
Customer Answer
Date: 02/02/2023

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:01/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for the Alaska airlines credit card during a promotion on the site that said 50k bonus miles. I only received 40k miles and while my card was pending the Bonus increased to 70k miles. I would like my missing miles increased since I did not get my miles before the increase happened.
Business Response
Date: 01/24/2023

January 23, 2023

Dear *******,

Thank you for your email to the Better Business Bureau regarding the bonus miles you received for signing up for the Alaska Airlines ************** Card.

According to our records, the promotion you signed up for was the ****** miles bonus. Unfortunately, we do not provide additional miles if a new promotion comes after you have already signed up for and been approved for the card.

At Alaska, we take pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan members. As a substantial part of our business involves the Mileage Plan program, we have a vested interest in seeing that you enjoy a pleasant and smooth interaction with our partners. On behalf of Alaska and the Mileage Plan, I regret the recent unpleasant experience you encountered when patronizing . 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#: 8460483

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Alaska Airlines is NOT a BBB Accredited Business.