Business Profile

Airlines

Alaska Airlines

Headquarters

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Complaints

This profile includes complaints for Alaska Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

620 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:12/30/2022
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 airline tickets from Alaska Airlines during Covid-19. Due to the pandemic we were unable to take our trip so I cancelled the tickets. I received a "wallet" credit for $1058 which I thought I'd be able to use at a later date. When I attempted to use the $1058 credit to book another flight I discovered that $210 of my credit had "expired". I contacted Alaska Airlines via phone but was told I would have an hour and eighteen minute wait time so I selected the option for callback. I noticed an online chat option later and began a chat with a representative who told me that there is nothing I can do to recover my $210 credit. I asked the rep if there was anything else they could do (for instance an upgrade on another flight) because I was disappointed that Alaska Airlines had taken $210 but provided literally nothing in return. The rep said there was nothing she could do. Shortly after I received the callback. The rep that I spoke to on the phone said wrong ***** she cant help me. I asked if she knew if my remaining $848 of credit set to expire on 12/31/2022 would expire at midnight on 12/30 or midnight on 12/31 because the date is 12/30/2022 and my remaining credits are hours from expiration. The rep told me she didn't know, but that typically credits expire after 12 months. She went on to say, "for example if your credit was issued on 04/01/21 it would expire in 10/01/2021 (obviously not a 12 month period).I booked online, cancelled online and the most work Alaska has done for my $210 is about 5 minutes of reps telling they can't help me. I paid real $ from a debit card and don't see a reason why my $ should "expire". So far I've received nothing but poor customer ********************** from ******************** and for that they've charged me $210 and they cannot even give me an answer to exactly when my remaining $848 they're holding will "expire".I'd simply like my $210 credit to be applied to a new flight.
Business Response
Date: 01/02/2023

January 2, 2023

Dear ******,

Thank you for your email to the Better Business Bureau regarding your credits. 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 the credit number and amount. In reviewing your accounts, I am unable to find any in the amount you are referring to.

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

Sincerely,

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

Reference#: 8380740
Customer Answer
Date: 01/09/2023

Complaint: 18665308

I am rejecting this response because:
The business replied but needs more information to offer a resolution. I need to inform the business of the credit ID numbers for the credits which I'm complaining about expiring. The credit numbers and amounts are: G4TMXL9E7QKW51GW ($128.40), and GYR8PN3B4YGWD5G7 ($81.80)

Sincerely,

***************************
Business Response
Date: 01/18/2023

January 18, 2023

Dear ******,

Thank you for providing the information I requested.

As an exception, I am including a Discount Code 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 ECSR200CJCYF435905, in the amount of $200

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#: 8380740
Initial Complaint
Date:12/30/2022
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.
flight from ****** to *******. When we got to our luggage we found a destroyed piece of luggage all wrapped in packing tape. We went to the service counter, waited in line for 30 minutes and went through the process. We answered all sorts of questions, took pictures and signed a form confirming the damage. She suggested we take it home and make sure nothing was missing. Of course when we reached our hotel, we found one sneaker and an empty purse missing. Also, the zipper was completely ripped out. The next day we received an email to submit the same information we completed with the agent and directions that instructed me to fax the document. Of course the letter did not include a fax number. It was a very poorly composed letter. I was able to complete the form, submit an electronic signature and included pictures of the damage, receipts that were available and a photo of my drivers license. After submitting, I called the provided number and was told there was a 37 minute wait. I choose for a call back and I was called later that morning. The agent instructed me to email the documents to the baggage desk, which I did. She unfortunately transposed two numbers on my phone number which was confirmed on an email I received later that day that my claim had been received. I immediately replied with the correct number and a edited picture highlighting the error. Believe it or not, yesterday, I received another letter to complete the documents and submit. I responded again with the same documents. I have now invested several hours of work to make this simple claim on the unfortunate damage to our luggage, while trying to enjoy my family. You now have four copies of our data. We are down a piece of luggage and will have to go out and buy a new piece to get home.I would appreciate any assistance you can provide to get our claim processed and come to a timely resolution.
Business Response
Date: 01/09/2023

January 7, 2023

Dear ****,

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

Thank you for writing about your Alaska Airlines flight from ****** to ******* on December 14, 2022. I can certainly understand your frustration that your luggage was damaged and wrapped in packing tape when you received it after your flight. 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 did not meet that expectation for you. I was disappointed to learn that your wife's purse and a shoe were missing from your luggage.

According to our records, on December 15th we sent you a Statement of Mishandling Form (SOM) which we received on December 21st. I apologize that you felt that you were requested to submit the same information as you had provided at the airport. While your damaged baggage report was filed at the ******* Baggage Office, ******* provides detailed information necessary to process your claim. I regret that your phone number was incorrect in your file, however, the correct number has been updated. A review of your file found that we also received your SOM on December 30th. I am sorry that you found long wait times at the airport and when you called our office regarding your claim.

We appreciate that you submitted *******, a copy of your ID, and a receipt for your luggage and purse. I am pleased to advise you that we have processed your payment in the amount of $319.74 in reimbursement of your damaged bag and $169.74 in reimbursement of your missing purse and shoe. Please follow the instructions in the emails you will receive titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days.

****, we appreciate your patronage and loyalty to Alaska Airlines. It is my hope we will continue to welcome you and your wife on a future flight so we may demonstrate the remarkable service you deserve.

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

Reference#: 8253097
Incident#: SEAAS89265814, SEAAS57835670
Customer Answer
Date: 01/13/2023

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:12/29/2022
Type:Customer Service 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 Airlines flights 388 from ********************** to ******** on the evening of 12/23 and 809 from ******** to ******* on the morning of 12/24. When we received notification that our flight to ******** was cancelled (with no further information available from Alaska Airlines) we tried to call Alaska Airlines to discuss rebooking options or the possibility of renting a car and driving through the night to make our ******** flight. The wait to speak to someone was >8 hours, waiting that long would've resulted in us missing any possible flight. We checked weather forecasts and other airlines websites (which provided some details about which cities were affected by the storms) which all showed no concerning weather in ********. We made the assumption that the cancellation was due to weather in other parts of the country, rented a car and drove to ********. Our flight from ******** to ****** was delayed for 6 hours before ultimately being cancelled. We were stranded in ******** without a way to get home. Lines to speak to customer ********************** at the airport were 6+ hours long, while waiting in line a customer ********************** representative from Alaska Airlines was moving through the lines answering questions. We explained our situation to her and she told us that Alaska Airlines would reimburse us for a hotel and would not arrange travel home but would reimburse us for it (which she later clarified that they would not reimburse us for travel home but would for the hotel). She told us that we didn't need to wait in line but could go ahead and arrange our travel and call Alaska Airlines any time in the next 2 weeks. When we called the representative told us that Alaska Airlines would not help with any travel expenses and there was nothing they could do. She also mentioned many customers calling with similar promises of reimbursement from customer ********************** representatives at airports.
Business Response
Date: 12/30/2022

December 30, 2022

Dear *******,

Thank you for your email to the Better Business Bureau.

It was disheartening to hear that the hold time to reach our *********************** was 8+ hours. At Alaska we believe there is never an excuse for poor service. While we understand the importance of providing quick, convenient service from our reservations department, peak travel times, flight delays and cancellations will occasionally cause long hold times. I can assure you that our reservations management team makes every effort to offer fast, friendly service and I apologize that we did not provide that for you.
As I am certain you understand, safety is our number one priority, and unfortunately this means that sometimes we need to delay passengers to their destinations. When we do this, we know that our passengers are inconvenienced; some miss work and others miss special events. We do not do this lightly, but out of necessity. Due to the very nature and many safety factors involved with the airline industry, we are unable to guarantee flight schedules or assume responsibility for the variety of personal or business consequences, which may result when a flight is delayed or canceled.
However, due to the circumstances described and inconvenience caused to you both I would be willing to offer a reimbursement of the hotel and rental cars.

In order to enable me to submit a request to our ********************* to have them issue you a check in the total amount of $705.20, I will need to have you provide me with your physical address.

*******, I would like to once again apologize for this experience and the inconvenience this situation caused you both. 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,

******************************************* Specialist

Reference#: *******
Customer Answer
Date: 12/30/2022

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.My address is:
***************************
************ St. Unit 613
************, ** 94063

Sincerely,

***************************
Initial Complaint
Date:12/28/2022
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.
Multiple vacation cancellations due to flight cancellation. Hotel, car rental, and companion fare.
Business Response
Date: 12/29/2022

December 29, 2022

Dear ********,

Thank you for your email to the Better Business Bureau.

So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with your confirmation code and/or tickets numbers . Please reply to this email with scanned copies of your documents attached; the acceptable file formats are: jpg, gif, png, tif, bmp, pdf. If you wish to mail or fax your documents, please include your reference number found at the bottom of this email and send your documents to:

Alaska Airlines Customer Care
PO Box *****
**********, ** **********

Fax: ************

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

Sincerely,

******************************************* Specialist

Reference#: *******
Customer Answer
Date: 12/31/2022

Complaint: 18653703

I am rejecting this response because: Im not sure why I need to submit flight details when there is a record in your system of the purchase, confirmation number, and cancellation.

Sincerely,

***************************
Business Response
Date: 01/12/2023

January 12, 2023

Dear *********

Thank you for your response. Unfortunately, due to the fact that we have more than 1 *************************** who has traveled on our airline, you will need to provide the information we asked for.

********* 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#: 8357884
Customer Answer
Date: 01/23/2023

Complaint: 18653703

I am rejecting this response because: I have already submitted the documents you've asked for.

Sincerely,

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

January 28, 2023

Dear Victoria,

Thank you for your email to the Better Business Bureau. In reviewing your case again, I see that you have been in contact with our ************************ and received compensation.

Sincerely,

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

Reference#: 8357884
Customer Answer
Date: 02/02/2023

Complaint: 18653703

I am rejecting this response because: ********************** from AK ************* Representative (Reference#: ******** relayed that I would also be getting back my companion fare that was canceled. Right now we have been given discount codes (that barely cover our lost lodging reservations) but I still have not received the companion fare codes in my AK account. I have emailed her again asking for this again.

Sincerely,

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

February 8, 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#: 8357884
Initial Complaint
Date:12/28/2022
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.
******** flight was overbooked on Christmas Eve. Agent asked for volunteers to fly at a later date and offered compensation. We initially declined but the lead agent told us we could use the bonus travel credit on all partner airlines in the one world alliance. He said we just had to book through Alaska airlines and to call reservation for assistance with that. We then agreed to give up our seats in exchange. Turns out the agent lied. If mile had been issues those could be used on partner airlines but not bonus credit. Contacted customer ********************** and waited over 5 hours for a response to be told that sorry agent was not informed and I could be offered 50 bucks for my trouble. This is the second bbb complaint Ive filed in a month. Im literally appalled by AA customer ********************** at this point. We gave up seats on Christmas Eve because we were promised travel credit that could be used to travel to Asia and Europe via partner airlines. Alaska Airlines has not honored their end of this agreement.
Business Response
Date: 12/29/2022

December 29, 2022

Dear *****,

Thank you for your email to the Better Business Bureau.

We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.

It was disheartening to hear that you experienced a 5+ hold time when trying to contact our ************************* At ******************** we believe there is never an excuse for poor service. While we understand the importance of providing quick, convenient service from our reservations department as well as our ************************* peak travel times, flight delays and cancellations will occasionally cause long hold times. I can assure you that our ************* team makes every effort to offer fast, friendly service and I apologize that we did not provide that for you.

Please accept my sincerest apology for the misinformation you were provided with regard to the four Bonus Travel Certificates. Unfortunately, any certificate, e.g. Bonus Travel Certificates, credit certificates, Discount Codes and Companion Fare Codes, can only be redeemed toward the purchase of a new reservation on our website www.alaskaair.com for flights on Alaska/Horizon Air, not toward flights on a partner carrier. You will find the below information on our website www.alaskaair.com:

Alaska Airlines bonus travel certificates (***s) must be redeemed online at alaskaair.com towards the purchase of eligible fares for travel flights operated by Alaska Airlines, Horizon Air, Penair between ********* and Dutch Harbor, and SkyWest Flight Series 3300-3499.
***s may be deposited into My wallet. See My wallet terms and conditions for more information.
***s may be applied to the purchase price of new tickets only and cannot be applied towards service fees or as additional fare for exchanged or partially used tickets.
***s may be applied to transportation sales tax, security fees and passenger facility charges.
***s are a valid form of payment for any fare type.
***s are nonrefundable and cannot be redeemed or exchanged for cash, check, or credit.
If the value of your *** is insufficient to cover the full value of the ticket you wish to purchase, you may pay the difference with a credit card. If the ticket price is less than the value of the **** a credit balance will remain on the certificate until it is decreased to zero.
***s cannot be redeemed through a travel agency.
Up to four ***s can be applied on the billing page toward one reservation.
If a *** is redeemed for a ticket and travel is not completed, the ticket value will be refunded as a credit certificate. The applicable fare rules will govern refunds and ticket exchanges.
***s are valid for one year from issue date.
Mileage Plan miles may be accrued on tickets purchased with a **** subject to the Mileage Plan conditions of membership.
***s are fully transferable, but will be void if bartered or sold. Alaska Airlines reserves the right to cancel reservations and/or collect the full fare for completed travel from the passenger or the original recipient of the *** if they determine that the *** has been bartered or sold.
***s cannot be applied to add/collect fees or used to purchase Alaska Airlines Vacations packages, air cargo services, services offered by ******************* cruise or car rental partners, or additional gift certificates.
***s cannot be used to purchase Fly & Buy Miles, trip protection, or hotel and car reservations.
The value of ***s is in U.S. dollars.
The risk of loss and title for ***s pass to the purchaser or transferee upon our electronic transmission to the recipient or transferee, whichever is applicable. Alaska Airlines is not responsible for lost or stolen ***s.
***s are VOID if altered or obtained through illegal or fraudulent channels, or in a manner that violates the Mileage Plan conditions of membership.
Alaska Airlines reserves the right to request alternate forms of payment before permitting travel if a fraudulently or improperly obtained *** is redeemed through alaskaair.com.
ALASKA AIRLINES MAKES NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO ***** TRAVEL CERTIFICATES, INCLUDING WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. IN THE EVENT A ***** TRAVEL CERTIFICATE IS NON-FUNCTIONAL, YOUR SOLE REMEDY, AND ALASKA AIRLINES' SOLE LIABILITY, SHALL BE THE REPLACEMENT OF THE ***** TRAVEL CERTIFICATE.
The alaskaair.com internet privacy notice applies to all transactions involving ***s.
These terms and conditions are applicable to the use of ***s to the extent permitted by law.
Alaska Airlines reserves the right to change these terms and conditions from time to time at their discretion.
I regret that you consider the compensation offered as inadequate. To ensure your concerns were being handled objectively, I took the liberty of reviewing your case again. Upon the conclusion of this second review, it was determined that the compensation provided was appropriate based on the events that occurred. While we are empowered to make independent decisions based on each customer's unique circumstances, we also operate with standard guidelines to ensure all customers are compensated equally and fairly. As such, I am unable to 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,

******************************************* Specialist

Reference#: *******
Customer Answer
Date: 01/10/2023
Here is my response:

I do not accept this response as the response does nothing to address the complaint.

I did not ask for additional compensation. I asked for the compensation that I was told I would be provided by the Alaska Airlines lead customer ********************** agent on December 24 in exchange for giving up my flight. We gave up our flights because we were told we could be provided with travel credits that could be used on any One World Alliance airline. That was untrue. So while we upheld our end of this verbal agreement (ie giving up our flights because the airline had overbooked by more than 20 people), Alaska Airlie did not uphold its end of the agreement by providing what it said it would. If travel credit had been issued as the equivalent number of miles, they could have been used on partner airlines.

Unfortunately I find Alaska Airlines refusal to address this matter consistent with poor customer ********************** it usually provides and I will make sure not to take any Alaska airlines representatives at their word in the future.
Initial Complaint
Date:12/28/2022
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.
My partner and I were scheduled to travel for the holidays on December 24, 2022. Our flight was canceled with no warning or reimbursement for travel expenses lost as result of cancelation. We lost hundreds in accommodations and our holiday was ruined. I have been unable to contact customer ********************** in over 3 days.
Business Response
Date: 12/29/2022

December 29, 2022

Dear ******,

Thank you for your email to the Better Business Bureau.

So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with your confirmation code and ticket numbers for your travel on 12/24/2022. Please reply to this email with scanned copies of your documents attached; the acceptable file formats are: jpg, gif, png, tif, bmp, pdf. If you wish to mail or fax your documents, please include your reference number found at the bottom of this email and send your documents to:

Alaska Airlines Customer Care
PO Box *****
**********, ** **********

Fax: ************

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

Sincerely,

******************************************* Specialist

Reference#: *******
Initial Complaint
Date:12/28/2022
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.
On October 1st I was charged an additional $100 on top of the original ticket transaction on august 15th of $848.74 my confirmation code QEJOXF. I am physically disabled and added wheelchair assistance to all of my flights upon checkin via Alaska airlines agent who then queued me for said wheelchair assistance at my original departure location ***. On the returning flight home wheelchair assistant parked me in wheelchair at gate on boarding pass prior to my 7 hour layover connecting flight to home. NO ASSISTANT SHOWED UP IN MORNING. Very stressful after spending night in freezing cold ******* airport no heat/no lights in wheelchair that only moves with an assigned wheelchair operator unlocking and pushing it/not self operable. I was informed that the morning shift wheelchair assistant knew where I would be and collect me in wheelchair along with luggage to assist me to board plane. By the time I was able to *********, my flight had departed, no assistant assisting me onto plane from an entirely different gate that was no where near gate printed on my boarding pass. I was sent to customer **********************/help desk where I was insulted multiple times and charged $100.00 fee for new ticket and told it was my fault for not knowing that the airline changes gates often. Along with blaming me for missing plane, she also said,"do you expect me to leave my desk to wheel you to gate?" Very unprofessional & rude to me. Never once was I apologized to for the inconvenience and hardship.
Business Response
Date: 01/11/2023

Dear ****,

Thank you for reaching out to us via the Better Business Bureau regarding your travel on October 1, 2022. It is our goal to ensure your trips on Alaska go smoothly; the best way for us to do that is hearing from you.

We regret to learn that your experience with our wheelchair assistance service at ****** was not as expected. Based on the information you provided, it appears that we let you down and, for that, I am sorry. It was disheartening to read that you were left unattended in a wheelchair for over 7 hours and that you missed your flight as a result. Please know that we take your comments seriously and will share them with the appropriate departments so that they can be addressed and taken into consideration for future improvements.

In accordance with the *********************************'s Air Carrier Access Act rules regarding wheelchair assistance, 14 CFR Part 382, we will: 1) gladly provide transportation between gates as requested by or on behalf of a passenger with a disability if we operate the arriving flight; 2) provide assistance in moving from the terminal entrance (or a vehicle drop-off point adjacent to the entrance) through the airport to the gate for a departing flight, or from the gate to the terminal entrance (or a vehicle pick-up point adjacent to the entrance after an arriving flight). Additionally, we may not leave a passenger who has requested assistance unattended for more than 30 minutes while in a wheelchair or other device in which the passenger is not independently mobile.

Also in accordance with the *********************************'s Air Carrier Access Act rules regarding written complaints, 14 CFR Part 382, air carriers are not required to respond to a complaint transmitted more than 45 days after the date of the incident.

While Alaska Airlines will always respond to a customers' concerns, in situations where we are unable to conduct a proper investigation due to the time that has passed since the incident, there will be no explanation of what transpired. What you described has left us discouraged, and I want to assure you that the ******* Customer ********************** Manager will be informed of your experience and work with our business partner overseeing special service requests to ensure similar circumstances are not repeated going forward.

After reviewing your complaint, we consider this complaint compliant with the provisions set forth in the Air Carrier Access Act (ACAA) since we are not required or able to fully investigate complaints older than 45 days post travel. For future travels, we have Complaints Resolution Officials (CRO), which are trained in the Air Carrier Access Act and available as a resource, in each city that we serve. We assure you that we have shared your concerns so we can continue to improve and take better care of you next time.

While we genuinely hope we have fully addressed your concerns, you do have the right to contact the ****************************************** to pursue enforcement action.
Regarding the change fee of $100 paid for the rebooking, I have asked our Accounting team to issue a refund to the original form of payment. Please allow up to 7 days for the credit to show on your statement. As financial institutions have different time frames for posting credits to accounts, please reach out directly to your bank for any further inquiries.

****, I would like to once again extend my apology for your recent travel experience. We value your feedback and, for this reason, we regularly use customer comments when making considerations for future improvements or enhancements. That said, I am confident that on a future flight you will enjoy the high level of service that Alaska is known for and that you deserve.

Sincerely,

********************
Initial Complaint
Date:12/27/2022
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.
Alaska Air canceled my flight on 12/23 due to weather conditions that were being forecasted 48 hours in advanced. Once canceled they claimed that someone would email me for next steps. There were over 100 people on line at the terminal so a representative gave. us a number to call. I have been calling the number since then and have yet to speak to anyone. They say the average wait time is over 8 hours. They are not responding to their social media and have shut down their texting service. There is no announcement on their website to address the situation. There has been zero communication on their behalf.
Business Response
Date: 12/28/2022
December 28, 2022

Dear ******,

Thank you for your email to the Better Business Bureau.

It was disheartening to hear that you were neither provided with an email for the next steps in rebooking your travel and when you contacted our *********************** there was a hold time of 8 hours. At Alaska we believe there is never an excuse for poor service. While we understand the importance of providing quick, convenient service from our reservations department, peak travel times, flight delays and cancellations will occasionally cause long hold times. I can assure you that our reservations management team makes every effort to offer fast, friendly service and I apologize that we did not provide that for 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 #**** from ********* to ************ was canceled on 12/23/2022, due to inclement weather. 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.

Our records indicate that a request was submitted to our ********************* to have them process a refund of your reservation with the confirmation code: TGJKWR in the amount of $93.60 and JOTCTG in the amount of $153.98 on 12/27/2022.

******, 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,

******************************************* Specialist

Reference#: *******
Customer Answer
Date: 12/28/2022

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:12/27/2022
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.
On Friday December 23rd we (wife and i) were scheduled to depart from *********, Alaska to go home to *******, **. Our flight cancelled due to runways being affected. They did not notify us the flight was cancelled, we found out by checking. I immediately called them to get rebooked, we were put on hold with a wait time of 4 hours and 39 minutes, with an option for a callback. Alaska Air called back 10 hours later. Upon calling us back they said we had already been rebooked, again without notifying us, no email, no call. That rebook was not viable, it took us to a different city to stay overnight. They put us on a flight for Christmas Day two days later. This flight was completed successfully. We were refunded for changing our seats from priority to general seating. The person on the phone with reservations would not refund us for the hotel stays we had to accrue due to the cancellations, as we had to buy two more additional hotel nights in anchorage + find someone and pay someone to continue looking after our dog on christmas eve and day. She said to call customer care. I called on Dec 24th and was given a 6 hour wait time of which no callback option was given to hold place in line then be auto called back. I do not have the time on any day to wait **** hours on hold. On Dec 27th, I called customer care but the wait time again was 4.5 hours, with no option for a call back. I did not call on Christmas Day because we were traveling. And it was Xmas Day. We request Alaska Air issue a credit for the amount we paid for our hotel stays + inconvenience - we know bad weather happens and their policy, but their booking delays and the inability to even speak to us or communicate with us is a big issue.On top of this, our flight that was successfully completed was also an hour late while we sat and waited not because of weather but because of waiting for flight attendants. Our confirmation code was YFGANA for both the cancelled flight and rebooked flight.
Business Response
Date: 12/28/2022

December 28, 2022

Dear *******,

Thank you for your email to the Better Business Bureau.

It was disheartening to hear that when you tried to contact our *********************** and ************************ you experienced a 4+ hold time and only received a callback approximately 10 hours later. At Alaska we believe there is never an excuse for poor service. While we understand the importance of providing quick, convenient service from our reservations department as well as our ************************, peak travel times, flight delays and cancellations will occasionally cause long hold times. I can assure you that our reservations management team makes every effort to offer fast, friendly service and I apologize that we did not provide that for you.

I was disappointed to hear that you were not provided with timely information regarding the status of your recent flight from ********* to ******* on 12/23/2022. I think we are all in agreement that providing regular, accurate updates goes a long way towards making the best of an unfortunate situation during irregular operations. To be *****, there is no excuse for this service failure. I appreciate you bringing this matter to our attention so we have the opportunity to address it. However, I do see that a notification for the flight cancellation was sent to our phone number *********** as well as your email address: ***************** on 12/23/2022, and truly apologize that you did not received either one.

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 #** from ********* to ******* was canceled on 12/23/2022, due to the winter weather conditions in ******* and flight #*** from ********* to ******* was delayed 55 minutes on 12/25/2022, due to unforeseen circumstances. 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.
As I am certain you understand, safety is our number one priority, and unfortunately this means that sometimes we need to delay passengers to their destinations. When we do this, we know that our passengers are inconvenienced; some miss work and others miss special events. We do not do this lightly, but out of necessity. Due to the very nature and many safety factors involved with the airline industry, we are unable to guarantee flight schedules or assume responsibility for the variety of personal or business consequences, which may result when a flight is delayed or canceled.

Typically, we do not offer any sort of compensation for a weather-related flight delay and/or cancellation. While I will be unable to offer a reimbursement of the pet fee, I would be willing to reimburse you for the hotel stays and kindly request that you provide me with a copy of the receipt for these expenses and your physical address. Please reply to this email with scanned copies of your receipts attached; the acceptable file formats are: jpg, gif, png, tif, bmp, pdf. If you wish to mail or fax your receipts, please include your reference number found at the bottom of this email and send your documents to:

Alaska Airlines Customer Care
PO ******************************************** **********

Fax: ************
*******, I would like to once again apologize for this experience and the inconvenience this situation caused you both. 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,

******************************************* Specialist

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They told me to reply to their email with the scanned documents they request. May I have their email please?
Sincerely,

***********************
Initial Complaint
Date:12/27/2022
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.
I was on a flight back from ** to ****** when unfortunately Alaska lost mine and my husbands baggage. They gave us a voucher to use to get the things wee need. They did not specify what places we had to go that the voucher would work. We are religious people and in our baggage we're ***** religious books that my husband really needed asap. So we went to our local store to buy it. We thought the voucher would go with the purchase but apparently it didn't. When I tried calling back and speaking to Alaska airline employees they said to send in the receipt and when I did they denied me reimbursement. They lost my luggage for over two days, didn't tell me which stores the voucher would work, and then denied me reimbursement on item they lost and I needed. I am very upset since the voucher did not specifically say only clothes and toiletries, it said supplies as well. It did not say I cant use it on religious items that I needed. They also called someone else and not me or my husband regarding the voucher after I specifically told them to call me or email me and I gave both my number and email. I am very disappointed and honestly hurt on how they treated this situation. I lost out on the voucher and now they won't help on something they did and lost. Not okay at all.
Business Response
Date: 12/28/2022
December 28, 2022

Dear ******,

Thank you for your email to the Better Business Bureau.

Below, please find a copy of the original email we sent you on 12/20/2022 and 12/27/2022.

Sincerely,

******************************************* Specialist

Reference#: *******
------------------------------------------
December 20, 2022

Dear Penina,

Please accept my apology for the experience you had surrounding the delay of your luggage.

In an industry where customer ********************** is vital, we have always made great efforts to provide exceptional service to our customers. Careful handling of your luggage is certainly a part of this commitment. Because we emphasize exceptional customer ********************** in every aspect of your travel and understand the impact that a delayed bag can have on our customers, we will typically reimburse a customer for clothing and toiletries following their submission of interim receipts.
However, upon further investigation into your claim, we discovered your purchase is not for clothing or toiletries. I do apologize but when this happens Alaska Airlines is not liable for any interim expenses incurred during your delay. For this reason, we must respectfully decline further consideration on our part.

While I would like to provide additional assistance in this matter, I am afraid that I am unable to assist you further. We value your patronage and our hope is that you will allow us to demonstrate the high level of service we are known for and that you deserve on a future flight.

Sincerely,

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

Reference#: *******
Incident#: EWRAS70999567

----------------------------------------------

December 27, 2022

Dear Penina,

Thank you for contacting us regarding your baggage issue (Conf. Code EMFYWY). It's our goal to make sure that every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

As a customer ********************** gesture, I've included a Discount Code 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 ECSR300CCYLN204639, in the amount of $300

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 Representative

Reference#: *******
Customer Answer
Date: 12/28/2022

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,

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

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Alaska Airlines is NOT a BBB Accredited Business.