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:01/16/2023
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 1/14/2023 We are on Flight 441 from ****** to ***********, We sat on the plane for 4 hours before being removed from the plane and told they would not get us into LA that night, I am looking for expences that I encured becuase of this. They were going to put us on a flight at 10:00 am the next day that would not have arrived into LA until after our conection had left. I had additional expensises of hotel in ****** for the night $187.30 hotel we had booked at LA that beciuase of the timing of teh cacelation at the late notice were not able to refund. that amount was $189.77 And airline tickets we had to purchase $849.72. This can be the difference of the refund but have not seen any refund as of yet Total of expences $1226.79 I also beleive they had us sitting on the plane longer than the 4 hours for international without letting us leave
Business Response
Date: 01/17/2023

January 17, 2023

Dear ****,

I appreciate that you took the time to contact the Better Business Bureau regarding your flight from ****** to *********** on January 14, 2023.

In order to research your concerns, I would appreciate it if you would provide the confirmation code and/or ticket number for your reservation. In addition, if others were traveling with you, their names.

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#: 8443699
Customer Answer
Date: 01/18/2023

Complaint: 18820211

I am rejecting this response because: More information requested by *********

Infoemation requested is confimation number is DLVWUN Flight 441

Sincerely,

*********************
Business Response
Date: 01/25/2023

January 25, 2023

Dear ****,

Thank you for sending the additional information. If you would please also send me copies of your receipts for the expenses you incurred and confirm your mailing address, I will review them for reimbursement.

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#: 8443699
Customer Answer
Date: 02/06/2023

Complaint: 18820211

I am rejecting this response because:
I will get the receipts over to you

Sincerely,

*********************
Initial Complaint
Date:01/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I opened a rewards credit card with Alaska Airlines on 11/22/22. On their website it states that after spending $2,000 within a 90 day period, I would receive ****** bonus points and they say "That's enough for a roundtrip ticket anywhere Alaska flies!" Upon completing my end of the deal and spending $2,000 less than 60 days later, I received the ****** bonus miles. ******** when I try to redeem them for a round trip ticket to **********, which is listed as a place they fly to, my ****** miles is not enough to cover it. I have searched all of the terms and conditions for anything alluding to restrictions on what they offered and have found nothing. There is no asterisk next to their statement online, either. It just a bold statement saying I can use the miles to fly anywhere they fly to round trip.
Business Response
Date: 01/15/2023

January 15, 2023

Dear *******,

Thank you for sharing your concerns regarding redeeming the ****** bonus miles you earned for signing up for the credit card. 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.

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. When redeeming your miles, award tickets have to be available. I have included the link from the Terms and Conditions when you applied for the credit card that directs you to our website Terms and Conditions.
******************************************************************************

Under features:
How You Use Your Miles: Earned miles can be redeemed for Alaska Airlines award travel, upgrades and hotel accommodations. Visit alaskaair.com for information on redemption and redemption minimums.

Here is the link to Mileage Plan Terms and Conditions regarding award travel:
***********************************************************************************************
*******, I hope this information is helpful. 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#: 8437165
Customer Answer
Date: 01/15/2023

Complaint: 18811270

I am rejecting this response because: nothing in their response addressed my concern. I reviewed the terms and conditions and there is nothing written about restrictions on the ****** miles being enough for a round trip ticket to anywhere Alaska Airlines flies.

Sincerely,

*************************
Business Response
Date: 01/24/2023

January 24, 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.

The links I provided you in my original email address exactly what you are referring to. I do apologize as I know it can be confusing.

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#: 8437165
Customer Answer
Date: 01/27/2023

Complaint: 18811270

I am rejecting this response because: The statement on their website that ****** miles is enough to fly round-trip anywhere that Alaska Airlines flies to is still a complete and blatant lie.

Sincerely,

*************************
Initial Complaint
Date:01/11/2023
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.
I Got off The Plane and walked To retrieve my luggage when I arrived, I waited for my luggage to come out. I Stood there waiting and I was the last to receive my luggage when I got it * it was in a bin and completely opened *my clothing and items were hanging out of it *the zipper was broken * my Amazon package was ripped up and destroyed * I'm Missing a few Items (clothing, Apple lap top charger, my DSL camera I walked to Alaska airlines baggage claim and asked if I could speak to a representative and the representative told me Alaska Airlines could refund me money 1. for my luggage 2. replace my suitcase Unfortunately they told me they do not have anymore suitcases so they gave me 2 plastic bags I was told to call Alaska airlines and that they would be able to handle my claim Items stolen from my luggage and luggage was damaged I called on January 5, 2023 11:28 am and the representative told me that they would only be able to give me a $250 Discount code on my next flight Then I called the Alaska airlines baggage claim at the location in ****** on January 5, 2023 at 7:31 pm and the rep told me to call Alaska airlines corporate again.I do not want the $250 discount code I don't plan on using this airline again
Business Response
Date: 01/20/2023

January 19, 2023

Dear Joy,

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

Thank you for taking the time to write about your damaged luggage after your Alaska Airlines flight from *********** to ****** on January 4, 2022. I certainly acknowledge that this has been a frustrating experience for you and I appreciate the opportunity to address your concerns.

Please accept my sincere apology that your luggage arrived damaged and missing items from your bag due to the broken zipper. It was disappointing to read that the ************** was unable to provide a replacement bag for your belongings and you were required to use plastic bags.

According to our records, on January 5th we sent you an email requesting that you submit a Statement of Mishandling Form (SOM) and provide photos of the damage for review. As of January 19, we have not yet received your completed SOM. For your convenience, I have attached the email at the end of this letter.

If you would like us to cancel the $250.00 Discount Code and proceed with a review of your case, please submit *******, photos of your bag, a copy of your government-issued ID, and your purchase receipt.

Joy, I am truly sorry that we did not live up to providing you with the exceptional service that you expected from us. We value your patronage and I hope you will reconsider flying with us again in the future.

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

Reference#: 8396263
Incident#: EWRAS11820735

January 5, 2023

Dear Joy,

Thank you for taking the time to inform us of your baggage experience on your recent Alaska Airlines flight. We place great emphasis on the careful handling of our passengers' belongings. Please accept our sincere apology for any inconvenience this has caused you.

Please complete and e-sign our Statement of Mishandling by following this link within 45 days of the date of loss. Regrettably, we are unable to accept, or process claim forms submitted more than 45 days after the date of loss or damage. When completing the e-signing process, please attach a clear and legible Government-issued photo ID for each person making a claim in the fields provided. You will receive a copy of the completed form to the email address entered during the signing process.

Upon receipt of the completed claim form, we can begin your claim process. To expedite your claim, it is essential that you provide a detailed description of your damaged or missing contents.

Thank you for taking the time to contact us. We value your business and hope to welcome you on an Alaska Airlines flight in the future.

Sincerely,

************
Central Baggage Service

Reference#: 8396263
Incident#: EWRAS11820735

Customer Answer
Date: 01/20/2023

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:01/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 4 first class tickets on Alaska Airlines for a family trip from ******** to ******. In ***-*** transit on 12/10 my Samsonite Tru-Frame Large Spinner (currently priced $303.99+tax on the samsonite website) was badly damaged. The metal part of the roller was not just broken, it was entirely missing. We took it to the Alaska Airlines luggage services in *** airport, and they admitted this was the airline's fault but said per policy (??!!), they were not allowed to refund more than $50 (for a $300+ suitcase!!) at their location - also, this $50 would be an Alaska Airlines voucher, not money toward a suitcase. They acknowledged this wouldn't be a fair resolution given the suitcase quality/extent of damage and advised me to instead file a claim. They took pictures of the suitcase and initiated a claim (Reference # *******). They put me on the phone with their luggage services person, who after a lot of cajoling gave 2 options: 1) Use a code on www.travelerchoice.com to get free suitcase OR 2) refuse replacement suitcase and request a cash compensation by filling out a form. She warned that option 2 may get us nothing as claims get denied. We scanned through the site offerings they showed us and thought we could find something closeish so we said ok. Now that we're done with our trip and actually sat down to order a new suitcase, we find that the code that was given to us essentially cuts out all decent suitcases and we have to pick from cheap duffels or $20 ****** quality suitcases. I contacted them by email and now they're saying our only option is to request a cash compensation (which they pretty much already told us will probably get us nothing). I paid $10,000+ for a first class trip, had my suitcase damaged and destroyed beyond use, and their customer ********************** pulled a bait and switch with the promise of a similar suitcase, and now I don't know what to do! I just want to be reimbursed for the suitcase or to get a new, similar quality one. Please help!
Business Response
Date: 01/20/2023
January 14, 2023

Dear ********,

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

Thank you for writing about your Alaska Airlines flight from ******** to ************* on December 10, 2022. From what you have described, I certainly acknowledge that this has been a very frustrating experience for you and I appreciate the opportunity to address your concerns.

Please accept my apology that your luggage was damaged after your flight. As our guest, you had the right to expect that your baggage would be returned to you intact and in the same condition as you had checked it in with us. I regret that we let you down and that your luggage was left unusable.

I am sorry that the ************* Baggage Office was unable to satisfactorily resolve your issue and that you were not pleased with the selection offered by Traveler's Choice. It was discouraging to learn that you felt that you had been misled by our offer of a replacement bag from Traveler's Choice since an acceptable choice of luggage was unavailable.

I was pleased to find that you had been sent ***** bonus miles as a gesture of apology for your baggage experience. According to our records, on January 6th an email with a link to a Statement of Mishandling Form (SOM) was sent to you, however, we have not yet received your completed SOM. For your convenience, I have attached a copy of that email at the end of this letter. In order to evaluate your case for reimbursement, please return the completed SOM, a copy of your government-issued ID, and a purchase receipt for our review. You may submit the form and documentation in a reply to this email in JPEG or PDF format.

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

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

Reference#: 8238778
Incident#: SFOAS47420112

January 6, 2023

Dear ********,

Thank you for taking the time to inform us of your baggage experience on your recent Alaska Airlines flight. We place great emphasis on the careful handling of our passengers' belongings. Please accept our sincere apology for any inconvenience this has caused you.

Please complete and e-sign our Statement of Mishandling by following this link within 45 days of the date of loss. Regrettably, we are unable to accept, or process claim forms submitted more than 45 days after the date of loss or damage. When completing the e-signing process, please attach a clear and legible Government-issued photo ID for each person making a claim in the fields provided. You will receive a copy of the completed form to the email address entered during the signing process.

Upon receipt of the completed claim form, we can begin your claim process. To expedite your claim, it is essential that you provide a detailed description of your damaged or missing contents.

Thank you for taking the time to contact us. We value your business and hope to welcome you on an Alaska Airlines flight in the future.

Sincerely,

****
Central Baggage Services

Reference#: 8238778
Incident#: SFOAS47420112
Initial Complaint
Date:01/06/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My spouse, my child and I were scheduled to fly from *******, ********** to *******, ********** on December 23, 2022. My flight was canceled and rebooked for December 26, 2022. The December 26th flight was canceled on the 25th both airports were open to flights. I called the airline and my spouse called the airline we sat on hold 5 1/2 hours and then were disconnected and 8 hours then were disconnected. We attempted to use the chat feature and received the message they were not accepting new chats. We continued to try and finally got through to chat on the 27th. After finally being transferred to customer care they went afk for 11 minutes and then disconnected the chat. We were unable to open a new chat. We tried to rebook our flight online as directed by the cancelation email on the 25th but they wanted us to pay the difference in fair which amounted to over $1,000. Having no other recourse we rented a car and began the drive home by way of ********* as at this point I was going to miss my nonrefundable flight from ******* to ***** on another airline. I sent several emails with my phone contact number they never called. It has been 10 days since the most recent canceled flight we are finally home. I requested a 400% refund as entitled when they prioritize other passengers but they will not even contact me. This amount does not even pay a fraction of the expenses we incurred as a result of their abandoning us out of town.
Business Response
Date: 01/12/2023

January 12, 2023

Dear *******,

Thank you for your email to the Better Business Bureau. My apologies for the delay in responding to 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 effects of the weather 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 did verify that the unused portion of your tickets has been refunded. If you would be so kind as to provide me with receipts of the expenses you incurred, I would be more than happy to see what I can do for you. Please confirm your mailing address also.

*******, 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#: 8343207
Customer Answer
Date: 01/13/2023

Complaint: 18698282

I am rejecting this response because: I am attaching the receipts and would really like to be contacted. The biggest frustration has been the inability to communicate with you through this process.
This is not an all inclusive list. It is what we still have on hand additionally there was a rental car and gas. The frontier flight was a non refundable ticket I was unable to use do to not being in ******* on time. The most irritating part of this whole issue was the inability to contact Alaska airlines. And when finally getting through being disconnected or being told we had to talk to a different department and after another several hour wait being disconnected. We found our way home by January 1st with no assistance from you. Luckily we had the resources to stay safe and make it home but that could easily not have been the case. How you could ask us to pay an additional fee to fly home after 2 flight cancelations is unfathomable. The second flight was not cancelled due to weather it was to you prioritizing resources elsewhere both airports were open and operating. We feel we are entitled to the 400% refund applicable by law. We would truly appreciate being contacted.
*****************************
************

Sincerely,

*****************************
Business Response
Date: 01/24/2023

January 24, 2023

Dear *******,

Thank you for your reply to our recent communication.

Unfortunately, we are unable to view screenshots. If you could please send me itemized receipts, saved as either a pdf or jpg and attach them, I will see what I can do for you. We will need itemized receipts for any reimbursement. Please verify your mailing address.

I do apologize that you had a difficult time getting ahold of us. As you can imagine, with cancelling a large amount of our flights for almost a week, we had a backlog of people calling asking for assistance. We had all hands on deck but it simply wasn't enough to handle the sheer volume. We truly are sorry.

Due to the fact that this was an issue that was outside of our control we are unable to provide you with the 400% refund you refer to. That is only provided when we have oversold a flight, which is something we have total control over.

I look forward to receiving your receipts and doing what I can to help you with the costs you incurred.

Sincerely,

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

Reference#: 8343207
Initial Complaint
Date:01/06/2023
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 have not refunded the $806.60 charged in 12/15/2022 with reference number CSXIXB. Multiple calls have been made and refund did not reflect on my credit card. I already accepted the fact that they ripped us off for charging $799 one way ticket from ******** to Sta ***. Please assist so Alaska Airlines refund the $806.60 charged on my credit card. Thank you
Business Response
Date: 01/10/2023

January 10, 2023

Dear ***,

Thank you for your email to the Better Business Bureau regarding ******** confirmation code CSXIXB.

I have confirmed that a residual value certificate was issued to you on January 6th. Apparently, there was an issue with it but you called in and spoke with one of our agents and it was forwarded to 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#: 8261790
Initial Complaint
Date:01/05/2023
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.
Flew into *** on 12/9/22 with Alaska Airlines on flight ****. As I boarded, one of the ** employees asked me to check in my carry-on. When I got to ** and checked into my hotel, I noticed my carry-on shell was cracked through and through. The entire front shell of my carry-on had a crack running through it. When I try to roll it, stuff falls out and the wheels don't work. I submitted a claim to be compensated for a new carry-on and said the suitcase was $149. In response, I got an email saying if I don't have a receipt, they wouldn't be able to compensate me at all. Who in the world has the receipt for a carry-on or any suitcase bought years and years ago...? If I had claimed less than $100, I wouldn't need a receipt apparently. Now, it makes no sense to me because if my luggage was cheaper, then I would get compensated the full amount. BUT because it was more expensive, I get NOTHING. The issue I have here is that I'm not following the logic... One of your employees broke my luggage and I have to pay for it?! This is also my first time flying ALASKA AIRLINES! When I called Alaska Airlines, I was on hold for about an hour and spent an additional hour talking to another employee and supervisor. The employee apologized, but when I spoke to the supervisor, she did not apologize. Instead, she repeated that there was nothing further they could do. From the moment she picked up the phone after hours of being on hold, her tone immediately showed she wasn't there to listen to my concerns. She cut me off multiple times so I felt attacked and explained why I felt like my claim being rejected was unfair. Overall, my satisfaction with Alaska Airlines is extremely low. I should've followed my gut and just taken South West. They might've messed up with the flights during Christmas recently, but I'm never switching airlines again. At least SouthWest's customer ********************** is more understanding and logical.
Business Response
Date: 01/14/2023
January 14, 2023

Dear *****,

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

Thank you for writing about your Alaska Airlines flight from ************ to *********** on December 9, 2022.

I can certainly understand your disappointment that your luggage was damaged after your flight, especially since it was your first flight with Alaska Airlines. As our guest, you had every right to expect that your luggage would be returned to you intact as you had checked it in with us, and I regret that we let you down.

Please accept my sincere apology that you were required to hold for over an hour when you called our office and that you felt attacked during your conversation with a supervisor regarding your case. As described in our previous correspondence and on the Statement of Mishandling Form, we require a copy of receipts for any items over $100. According to the remarks in your file, since a receipt was not submitted for your luggage, we were unable to provide reimbursement for your case. While we recognize that since your bag was purchased years ago you no longer had the receipt, respectfully, due to our updated baggage policy, we are unable to provide compensation.

Your feedback is important to us and I have forwarded your comments to the ******************* Manager to help find ways to prevent damage to baggage in the future.

*****, we appreciate that you have taken the time to reach out to us. We value your business and hope you will reconsider flying with us again in the future, so we may demonstrate the exceptional service that you deserve.

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

Reference#: 8237191
Incident#: LAXAS84334748
Customer Answer
Date: 01/14/2023

Complaint: 18694226

I am rejecting this response because:its unreasonable to expect customers to have a receipt for their suitcases after years of usage. Its unfair to force the customer to pay for a new suitcase when it should be expected that our belongs arent treated as trash. We pay significant sums of money to travel, so the last issue I hope to worry about is the luggage being broken by an employee of yours. There are many choices for airlines and I wont be flying Alaska nor will I be recommending the airline to anyone. If anybody mentions Alaska airline, I will definitely suggest Southwest instead, as well as tell them about this experience.
Sincerely,

*******************
Initial Complaint
Date:01/05/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased plane tickets for my partner and I to travel from ******* to ********* for 12/22 flight ****. Our flight was delayed twice, and then when we finally took off were told that there was fog in *********. The pilot said we would fly around in circles until we got an ****** to help land, however, we ran out of fuel and were diverted to *********. When we were descending into *********, we were told the plane was going to refuel and get back in the air. However, once landed in *********, an Alaska rep came on board and said we would be receiving hotel vouchers for the night, and to ******* the plane. Once off the plane, we along with several other customers asked if rental car vouchers were an option instead as we would rather drive to ********* from ********* than stay the night. We were told take it or leave it for the hotel vouchers. The reason we did not want to stay was because there were no flights available on any airline from ********* to ********* the next day, and Alaska Airlines never reached out regarding a flight for the stranded passengers. In fact, as we were standing at the gate awaiting info from the rep, they said we dont even fly from ********* to *********. We went to baggage after getting no help, and when we went to use the hotel voucher, all hotels were booked (photo attached). We had to rent a car, and were on the road ourselves to our final destination at 3am. Alaska never reached out until 2 days later asking for a survey on how they did I finally received an email from customer support on 12/30 offering my partner and I $200 vouchers for future flights. I responded to the email and said we needed at least the reimbursement of the flight, or reimbursement of our rental car. Both would be preferred. I am not looking for pity, just reimbursement for what we are rightfully owed as we were stranded at no choice of our own hundreds of miles from our destination.
Business Response
Date: 01/10/2023

January 10, 2023

Dear ******,

Thank you for your email to the Better Business Bureau regarding your flight from ******* to ********* on December 22, 2022.

I have verified that you have been in touch with our ************************ regarding this incident. After a review of your case, we're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation or refund your rental car.

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#: 8353550
Customer Answer
Date: 01/10/2023

Complaint: 18693883

I am rejecting this response because:
we are disappointed to hear that you will not be doing which is right, in this case either refunding our full amount for the tickets paid, or the rental car we had to pay for to get us to our final destination, which you failed to do. Customer ********************** did reach out, however they did not respond to the 3 emails I sent after that. Or even reach out to ask how you could make it right within a reasonable time frame. If you cannot refund us for the rental, we are obligated to at least the cost of the flights and our baggage fees paid from ******* to ********* (*********). If you cannot give ** this amount we will be moving on to the attorney general and FAA to pursue this claim further.

Sincerely,

*****************************
Business Response
Date: 01/21/2023

January 21, 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 compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.

Once again, I would like to express my sincere regret that you had a negative experience with Alaska. Because we recognize and emphasize the importance of customer **********************, we will always err on the side of our customer and will take any and all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I must consider this case closed. My sincere hope is that you will join 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#: 8353550
Initial Complaint
Date:01/04/2023
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 booked the entire trip under united.com with a united chase card, which means I will have my first bag check in free for all the trips, however alaska airlines still charged me for USD 35. I should be refunded. Secondly, the ground assistant at Maui Alaska airlines counter knows nothing. First, she didn't ask the bag should be checked under who (me or my friend), she just randomly charged to my friend, and it should under me. Then, when we asked her to change she said she cant change, what the h*** Then, after the manager come to make the change, ***** charged me again and said will refund me the first one. I NEVER receive the refund for the first one and I got double charged.Thirdly, the flight operated by Alaska airlines got delayed that made us cant catch the next flight, we request to rebook at the counter, and ***** first said she cant do it then we ask to talk to her manager. Then the manager said ***** said we are not fine to stay overnight at the connection city. We NEVER say that. ***** caused so many chaos for our trip.
Business Response
Date: 01/10/2023

January 10, 2023

Dear Sirui,

Thank you for your email to the Better Business Bureau regarding your recent flight from Maui to ******* on Alaska Airlines. 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 apologies for any confusion, but what our agent advised was correct. You only receive a free bag when you have the Alaska Airlines ************** Card. Any other airline's credit card does not qualify. If you look at the terms and conditions of your credit card you will see that it is only valid when traveling on United.

I do apologize, however, if our agent was less than professional or polite when assisting you. That is never acceptable.

Sirui, 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#: 8419067
Customer Answer
Date: 01/14/2023

Complaint: 18683824

I am rejecting this response because:
1. United told me that the check-in luggage is free.
2. The ground assistant - ***** provided bad service. 1) she didnt ask us the luggage should be checked under whose name, after she made the mistake she told us she was unable to change it until we called her manager - me and my partner are going to different places, it is impossible to check the luggage under the a wrong name. 2) Alaska airlines's delay caused my partner cant catch the next flight and ***** sent us to United (as this is our connection flight), we got sent back to Alaska because it is Alaska's delay and Alaska should be responsible to reschedule the next flight. 3) ***** didnt ask if we are fine with overnight rebook, she just assumed it and told us she cant reschedule the next flight until we called her manager, and her manager said ***** said we want to fly in the same day which we NEVER say.

*****'s service is unacceptable.

Sincerely,

*******************
Business Response
Date: 01/24/2023

January 24, 2023

Dear Sirui,

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.

I am very sorry for the experience you had with our agent, *********** Your comments have been shared with the station manager for followup.

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#: 8419067
Initial Complaint
Date:12/31/2022
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.
We were flying to *** stopping in SEA on 11/29 confirmation code GVAIAS. We understand weather happens and flights were cancelled & we were rerouted/rebooked to get to ***. However, our familys luggage including our car seat was lost. We were traveling with 3 adults, 1 child and 1 infant. We had no car seat, formula, diapers, baby food or other essentials. I was without my luggage for the entire trip. I submitted my receipts for reimbursement on 11/2. I spoke to *** baggage who states my luggage was sent back to SEA because it exceeded their 5 day hold limit. Central baggage confirmed my luggage was in ******** would ship baggage to AK at this point. I call Monday 11/5 & am told that my luggage is in *** at hotel. We arrange to have it ***** to AK. My baggage then sits in *** for another 4 days before I end up paying hotel $687 to have it ***** to AK. I submit that receipt for reimbursement. I am promised on 11/8 by central baggage supervisor that my reimbursement will be expedited & am offered no miles. I call 11/28 & am told they are busy and have processed reimbursement. I am only offered 8k miles. I am notified today they will not reimburse my costs for baby food or formula. I have received no communication from the central baggage department or customer care. This has been the worst experience with Alaska airlines in my 20 years of being a mileage member.
Business Response
Date: 01/09/2023
January 5, 2023

Dear ******,

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

Thank you for writing about your Alaska Airlines flights from ********* to *********** on November 29, 2022. I can certainly understand your frustration that your luggage and car seat were delayed after you had been rerouted to your destination. Please accept my sincere apology that you were without your luggage for your entire trip.

It was disappointing to learn that you did not receive the level of communication from our Central Baggage Services Office or ************* Team that you needed. As our guest, you should expect to be provided with timely updates regarding your baggage and I regret that we did not live up to your expectations.

According to our records, your luggage arrived at the Central Baggage Warehouse on November 30th and was sent via ***** to your hotel in ************ on December 2nd. It was discouraging to learn that you did not receive your bag prior to your departure. I apologize for the delay in ***** picking up your luggage from the hotel to be returned to your home.

The remarks in your file show that we were able to credit your Alaska Mileage Plan Account with ***** bonus miles as a gesture of apology for your baggage experience. I am sorry that you were not satisfied with the amount of miles you were offered and with the amount of time required to process your claim.

We appreciate that you submitted copies of your receipts for reimbursement. A review of your file found that we provided compensation in the amount of $1,405.99 on December 29th in reimbursement of purchases made while waiting for your baggage. As described in our payout letter, deducted from reimbursement were food, water, headbands and luggage as they are excluded from coverage according to our baggage service plan.

I apologize for any misunderstanding since the food and water were necessary purchases for your baby. I have requested that an additional payout in the amount of $180.17 be sent to you in reimbursement of the food and water purchases made for your baby. Please follow the instructions in the email you'll receive titled
'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days.

******, thank you for taking the time to reach out to us. We value your years of loyalty as an Alaska Mileage Plan member. It is my hope we will have the opportunity to welcome you onboard another Alaska Airlines flight in the future, as I am confident we will provide you with the remarkable service you have come to know.

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

Reference#: 8212054
Incident#: LAXAS51132730
Customer Answer
Date: 01/09/2023

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,

***********************

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

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

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

Alaska Airlines is NOT a BBB Accredited Business.