Business Profile

Airlines

Alaska Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

619 total complaints in the last 3 years.
202 complaints closed in the last 12 months.

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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:04/27/2025
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 April 6 2025, I was browsing vacation packages to ****** on Alaska Airlines Vacations. I found a package at a price point that I was comfortable with, clicked through the steps to choose our hotel room, flights, etc. and then was brought to the final checkout page where I was prompted to enter our personal information for the flights, and review the final total, which was $2116.59 USD. I took a screenshot of this page, then clicked submit/confirm, and was taken to a 'transaction complete' page. A few minutes later, I received a confirmation email showing that I was charged $2583.59 USD, which was $466 USD more than the amount shown on the checkout page. I tried the online chat and was instructed to call, so I called the number listed at the bottom of my confirmation email, and chose the callback option, as the wait time was over an hour, but nobody called back. I then tried to online chat again and was told to call a different number *************), but the number only has a recording saying that the line is "having system issues". Then, my husband called and spoke to someone at Alaska Airlines who said there was nothing they could do, and to call ******* instead because their site is "powered by Expedia". We then called Expedia, were told there ws nothing they could do either, and were directed to yet another different number for Alaska Vacations *************), which also just has a recording that the line is "having system issues". I've called this number multiple times over the last 3 weeks and it's still the same recording. My guess is that the price of the flights and/or hotel changed within the few minutes it took me to enter in our personal information for the flights, however, the new price was never reflected on the checkout screen, and I would not have gone ahead with this booking at the higher price. The first time I saw the new price was on my confirmation email/bank statement, and that is theft to charge my card more the confirmed amount.
Business Response
Date: 04/29/2025

April 29, 2025

Dear *********,

Thank you for your email to the Better Business Bureau regarding your vacations package.

I am truly sorry to hear that you were charged more than the confirmed amount of $2116.59 USD for your vacation package, resulting in an unexpected charge of $2583.59 USD. I understand your concern about the price change not being reflected on the checkout screen, and I regret any inconvenience this has caused. Further, I was disappointed to learn that Expedia was not helpful in resolving your pricing issue. Because the website you booked through is powered by *******, they should have provided assistance. I would like to assure you that your feedback has been shared with our Customer Loyalty and ******************** for their review.

Regarding your attempts to reach Customer **********************, I apologize for the inability to connect due to system issues and the lack of a callback after choosing the option. I understand how important it is to receive timely assistance and once again apologize that this was not your experience. This too has been shared with our shared with our Customer Loyalty and ******************** for their review.

With that said, because you booked through the Alaska Vacations website, our Alaska Reservations Agent are not able to assist. For further assistance please call *************.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:04/26/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Alaska Airline advertises award flights that dont actually exist. I transferred ****** points to Alaska airlines to purchase a flight and it doesnt actually exist. You get all the way to the purchase screen before your purchase is denied. Ive tried multiple flights over multiple days and none actually are bookable. My points were transferred and they CANNOT be transferred back. Im out of $****** worth of airline miles that cant be used. Based on online searches, this has been a known issue with Alaska airlines for YEARS. They advertise phantom flights which are not actually available for purchase. Theres no way to find out until you purchase the flight.
Business Response
Date: 04/29/2025

April 29, 2025

Dear Jasmine,

Thank you for your email to the Better Business Bureau regarding your Bilt miles.

I'm truly sorry to hear about the difficulties you encountered with the award flights advertised by Alaska Airlines. It is concerning to learn that you transferred ****** points to purchase a flight, only to find that the flight was not available. I understand how frustrating it must have been to go through the booking process only to have your purchase denied. Because the availability of flights on Alaska and our partners can change rather quickly, our flight availability on us and our partners cannot be guaranteed. Additionally, it is up to our partners on how many award flights they have available when booking travel on Alaska. I once again apologize for any inconvenience this may have caused and your feedback has been shared with our Customer Loyalty and ******************** for their review.

Regarding the transferred points, I regret to inform you that once points are transferred, they cannot be reversed. This is per Bilt's terms and conditions and not something that Alaska can overturn. I am very sorry any disappointment this may cause.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 04/29/2025

Complaint: 23253386

I am rejecting this response because:
This is a deceptive practice. Alaska Airlines has not remedied the situation in any way and I have spent more than $****** to redeem these points that could have gone toward something tangible. I am out of ****** points now and still without a flight!

Sincerely,

******* ******
Business Response
Date: 05/07/2025

May 7, 2025

Dear Jasmine,

Thank you for your reply to the Better Business Bureau.

As previously advised, we are unable to refund your miles back to your Bilt account per their terms and conditions. You may want to reach out to them to see if they can make that exception. With that said, as a customer ********************** gesture, I have added ****** Bonus Miles into your Mileage Plan account. Your miles are now available and can be viewed online in your mileage activity.

With that said, we unfortunately are unable to book a mileage ticket on a partner airline if there is no award space available. To see what flight options you may have available, please contact our *********************** at *************. They are open 24/7 and will be happy to assist.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 05/07/2025

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:04/23/2025
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.
Hello,I have been running into some challenges as of late that I am seeking your assistance on. We love Alaska and hope these issues are anomalies as we pretty much only fly Alaska when we travel.I took my 9 year old twins to DisneyWorld in Feb (two months ago) flying into ***** and flying home out of *******. The issue with this flight was once we landed we waited almost an hour for the air marshal to direct our plane to the gate. After flying nearly 6 hours, this was a very unpleasant way to end a long flight with young kids with special needs.On the way home, our original flight was canceled so I booked a flight two hours later (6pm flight with 9 year olds on a school night across the country is not good which is why I paid hundreds more to fly at the original scheduled time). Unfortunately, the 6pm flight was also delayed and the gate agent advised us to rebook at a later date. There was a flight going to ******** around 8pm, so I decided to fly non stop into PDX figuring it will be much easier to get home to ******* (from ********) as Alaska has many daily flights via Horizon between these two cities. So, we flew into PDX, rented a car and got a hotel. Both kids missed school and I had to take a PTO day as a result. This past week, we flew our family last minute to ************. I pushed to try Frontier (they were literally $1500 vs $2500 and using two companion fares to fly Alaska) but my wife is very loyal to Alaska. Because we used a companion fare and have three young kids, Alaskas system didnt put my 9 year old on my account. As a result, I had to pay $35 for his bag. I am requesting a refund for the hotel, car, bag fee, and additional miles for the very unpleasant travel we have had recently. The car, hotel, and bag fee are about $250 in total. As for the miles, I would like ******* miles to cover the lost day at work and school, countless hours waiting for flights, stress upon my special needs kids, and other issues that arose.
Business Response
Date: 04/24/2025

April 24, 2025

Dear ********,

Thank you for your email to the Better Business Bureau regarding your past travel experiences.

Upon my review I found that no flight information was given in your email. So that I can assist you, please reply with all your family's confirmation codes and the names of all the travelers.

Thank you and I look forward to your reply.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:04/19/2025
Type:Sales and Advertising 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.
The airline never informed me and my wife that they did not include food in the trip. The trip was more than 6 hours each way and they only provide a tiny bag of peanuts and a soda. We had to eat at the airport and the food there is expensive. We went from ***** to ******** round trip and this issue is unacceptable.
Business Response
Date: 04/22/2025

April 22, 2025

Dear ******,

Thank you for your email to the Better Business Bureau regarding your experience on 4/9/2025 and 4/18/2025.

I understand that you and your wife were unaware that food was not included in the price of your ticket's, causing you to buy more expensive food at the airport. As advised here Main Cabin and Premium Class food and drinks - Alaska Airlines meals and snacks are available for pre-order and some snacks are available for purchase onboard without pre-ordering on a first come, first served basis. We also sent emails reminding you to pre-order any snacks and meals you may want. With that said, because we do advise that snacks and meals are available for purchase both on our website and in the emails that were sent, a refund and/or a reimbursement cannot be offered. I am very sorry for any disappointment this may cause and I sincerely appreciate your understanding in this matter.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 04/22/2025

Complaint: 23227148

I am rejecting this response because no other airline send me messages to pre-order food and I believed that I will not need that because I believed you were another normal airline and that food was extra.
You caused us an out of budget expense with the food, and that is unacceptable. I have fly thousand of miles with more than 30 airlines around the world and I never encounter an airline that do this abnormal procedure.
Again, I will keep this complaint till you act responsibly.

****** *****
Initial Complaint
Date:04/19/2025
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.
For over 20 years I have been a member of Alaska Airlines Mileage Program. Every (almost) year I have used the companion fare program for traveling to ******. The options were varied and I was always able to use my standard desired flight time to and from. When trying to book a new flight, i was not able to add my companion fare code to the cart as I have in the past. Instead, it directed me to a 'SHOP' for flights under 'discounts and promotions'. If you go through the 'BOOK' function without the companion fare code, there are multiple and varied options which include our family's favorite departure and return times. When going through the 'SHOP' option under discounts, only TWO flight options show up either departure or return, non-stops appeared costing twice as much as the options without the code using the normal 'BOOK' function. They appear to 'get around' this by saying 'those flights are operated by Hawaiian' when they always were operated by Alaska before. This is a bait and switch because using the companion fair at the so called discount cost the same or MORE than booking without the code. As a long time member, we were not notified of this change.See the claim here: ********************************************************************************************************************************************************************************
Business Response
Date: 04/22/2025

April 22, 2025

Dear *****,

Thank you for your email to the Better Business Bureau regarding the use of your Companion Fare Discount Code. I see that you also wrote into our ************************* so I will address those concerns here as well.

I understand that when you were trying to book travel with your Companion Fare only two flights showed up and that they were more expensive than booking travel without the Companion Fare. You also mentioned that the other flights were operated by Hawaiian and you were not able to use your Companion Fare on those flights.

Your Companion Fare can is valid only on Alaska Airlines and flights operated on behalf of Alaska Airlines by Horizon Air and SkyWest. Not valid on codeshare flights. This is advised in the terms and conditions of your Companion Fare located in your online account next to the shop button. Further, as advised via the link that you provided, the Companion Fare entitles the cardholder to purchase one round-trip coach companion fare on Alaska Airlines. So, because ******** is still a separate airline, they do not yet recognize the Companion Fare Discount Codes. That said, I am happy to share that beginning mid-summer, Alaska Airlines **** Signature and Alaska Airlines **** Business cardholders will be able to use their companion fare on Hawaiian Airlines flights within ************* (including the state of ******.) Further details will be provided in the coming months regarding this expanded benefit.

Regarding the higher price of your tickets when using your Companion Fare, I apologize for any disappointment this may have caused. Regretfully, the Companion Fares can only be used towards the purchase of a regular priced ticket and cannot be used on our discounted fares, such as our Saver Fares. Your feedback has been shared with our ****************** for their review.

Additionally, there were no changes made to the terms and conditions of your Companion Fare as your Companion Fare is still valid only on Alaska Airlines and flights operated on behalf of Alaska Airlines by *********** and SkyWest. Not valid on codeshare flights.

So because there were no changes and your Companion Fare Discount Code was working as designed, a refund of $600 cannot be offered. I am very sorry that this experience has made your feel tricked or that there was a bait and switch and I sincerely appreciate your understanding in this matter.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 05/06/2025
I have no problem if my Companion Fare can is valid only on Alaska Airlines and flights operated on behalf of Alaska Airlines by *********** and SkyWest. As a non-Alaska Airlines employee, a general individual will not KNOW what a "codeshare flight" is. This MAY be advised in the terms and conditions of our Companion Fare located in your online account next to the shop button, HOWEVER, HOW would anyone KNOW where to LOOK for that? There has been NO NOTICE to the general population in any form they would EASILY understand.

And while I understand that Hawaiian is still a separate airline, it should be BETTER advertised that they do not yet recognize the Companion Fare Discount Codes.

My problem with this situation, after OVER 20 years of using Alaskan Airlines, is that this was not properly rolled out and then the flight choices, after reverting our favorite time slots to Hawaiian, meant that using the Companion Fare was HIGHER even WITH the discount than booking without.

While I am happy to hear that beginning mid-summer, Alaska Airlines **** Signature and Alaska Airlines **** Business cardholders will be able to use their companion fare on Hawaiian Airlines flights within ************* (including the state of ******.), Alaskan has made a mis-step in my trust of the airline based on this recent experience. As a senior that NEEDs every bit of help I can get, I now have to question the goodwill of Alaskan based on this experience. Maybe you don't care, after all, I am just a senior trying to enjoy what is left of life, but principal is principal.

Regarding the higher price of your tickets when using your Companion Fare, though you apologize for any disappointment this may have caused, THAT does nothing to help me and my budgeting. On top of this and all the other tariff stuff we now have to deal with, it just piles on more expenses. Regretfully, the Companion Fare sidestep that you engineered on a ticket that "can only be used towards the purchase of a regular priced ticket and cannot be used on our discounted fares, such as our Saver Fares" this is a NEW thing and not what I signed up for when I first got my Alaskan Airlines ****. I find your comments informative but disappointing in their deceptive practice.
Initial Complaint
Date:04/12/2025
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.
We purchased tickets with Alaska operated by ******** in September 2024 for a trip in April 2025. I confirmed with Alaska and Hawaiian the night before our flight that everything was fine and they notified me that me and my family should just go to the ticket counter. I even have ticket confirmation from Hawaiian attached. We showed up and were told we did not have tickets, the flight was full and there was nothing they could do for us unless we try to buy new tickets on a separate flight. We bought our tickets for $1600. We then at the airport during spring break had to buy tickets from delta at a premium with multiple stops and lost over two days of travel. We also had to spend $3300 additionally on tickets with ***** bought the day of our flight. We lost one night in a villa we booked at a date of $1000 a night. We also were traveling with young children and the emotional stress of this event after being booked for 8 months and planned family reunion was extremely taxing. This was th worst experience of my life and I am so disappointed with the lack of apology and lack of care as to our situation. I will never fly with Hawaiian again. This airline caused significant unnecessary financial burden and Im asking for compensation for that experience and the costs we had to undertake.
Business Response
Date: 04/12/2025

April 12, 2025

Dear Kirion,

Thank you for your email to the Better Business Bureau regarding your experience on 4/7/2025.

I understand that you checked with both Alaska and Hawaiian the day before travel and were told everything was fine and that you were advised to go to the ticket counter to check-in. You said that when you arrived Hawaiian said that you did not have ticket and that the flight was now full. Upon my review of your reservation I see that it was noted that your flights had schedule changes and your Travel Agent never reissued your tickets. So, because of their error you were no longer on your flights. Your Travel Agent was advised by our Reservations Agent that this was their error and any compensation and or reimbursement would need to come from them. You have my apologies for the inconvenience this caused.

You also mention that you were disappointed with the lack of an apology and care from Hawaiian. I am very sorry that you felt this situation could have been handled differently and for any negative feeling this may have caused. For further assistance with your concerns please reach out to Hawaiian directly.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 04/12/2025

Complaint: 23195829

I am rejecting this response because I confirmed with Hawaiian and Alaskan that I had confirmed tickets for me and my familys and they provided me with my confirmed ticket which I attached to my complaint. When I spoke to them they did not raise an issue that we did not have valid tickets or to reach out to my travel agent because there was an issue. As a result of them bumping me from a flight and never telling me, I was forced to incur over $4800 in airline tickets to satisfy a hotel reservation in ****** that we had booked for over a year that could not be canceled. This is Alaska/Hawaiian pushing off responsibility when they had every opportunity to tell me there was an issue with my ticket WHEN I ASKED. I am Demanding only $1,800.00 for the difference in what I had to pay to buy replacement airline tickets after learning Alaska and Hawaiian had canceled my reservation and invalidated my tickets without telling me - even when asked. I am not asking for reimbursement for the night in a hotel that was not used amounting to another $1,000.00 or the loss of two days of our trip due to multi-stop travel since that was those were the only seats available to buy during spring break at one of the busiest travel destinations. Or the embarrassment and emotional distress suffered by me and my children to find out that a trip planned for over a year was not valid - while standing at the ticket counter holding a valid Hawaiian airlines confirmation code and copies of tickets. We had to scramble to find tickets to our destination then scramble to find tickets to return home.
This is an appalling way to treat a customer and I hope they will turn it around and realize this is a small sum that may mean something to a family that endured something horrific and had to undertake a considerable financial burden as a result of Alaska and Hawaiian airlines invalidating me and my familys airline tickets without telling me ON THE DAY OF OUR FLIGHT.

Sincerely,

Kirin M.
Initial Complaint
Date:04/10/2025
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.
I bought a ticket from Alaska, and could not travel. They gave me travel credit, instead of giving my money back. When I tried to book a ticket, it said the travel credit has expired. I contacted customer **********************, they said there is no way to get money refund or get extension on the credit. Expire Funds ID - G7K87MJDB2GYXEKG My Alaska ID - Mileage Plan #: ********* I had been a Alaska Gold member, and was a frequent flier. I believe an Airline keeping my money as credit (with an expiration date) is fraud. Why are they keeping my money for a canceled trip, and if they are, why are they not allowing me to use my funds? Seeking resolution - I would like to be able to use my credit for my next flight.
Business Response
Date: 04/11/2025

April 11, 2025

Dear Paras,

Thank you for your email to the Better Business Bureau regarding your expired Credit Certificate.

I understand your frustration with receiving a Credit Certificate instead of a refund for your canceled trip. Our policy is to issue travel credits for non-refundable tickets, which can be used for future travel. I am very sorry for any inconvenience this may have caused.

I understand that your contacted ************* and you were advised that there was no way to get your money refunded or get an extension on your Credit Certificate. Normally, when a Credit Certificate expires it cannot be refunded or extended but as a gesture of goodwill, I have made the exception and issued you a Discount Code to replace your Credit Certificate.

To use the Discount Code for future travel on Alaska, go to ******************************************************* 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 ***********************.

***** *********, Discount Code ECSR375CTGKN014007, in the amount of $375

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
************* Representative II

Reference#: ********
Customer Answer
Date: 04/11/2025

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.
Thanks to Alaska for resolving my issue on priority.

Sincerely,

***** *********
Initial Complaint
Date:04/10/2025
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.
Beginning with a last-minute flight change and culminating in the involuntary cancellation of a flight I had booked using a credit from a previously disrupted trip. Initially, despite booking my original flight well in advance, I was offered an unexpected upgrade to a different flight. Shortly after receiving this offer, I was removed from my scheduled flight, which was then abruptly canceled. In accordance with the ***************************** Final Rule requiring automatic refunds for canceled flights and associated fees, I should have received a full refund. Instead, I was issued an airline credit. I eventually used this credit to book a round-trip first-class ticket for the following year at a total cost of $280.70. While Alaska Airlines did provide a $100 coupon to help offset costs I incurred due to the original cancellation (such as last-minute transportation and accommodations), it did not fully cover the financial burden I experienced from having to secure alternative travel arrangements on short notice. What further raised concerns was the significant increase in pricing for the same routeabout a month before my planned departure, first-class tickets for that flight were being sold for approximately $1,300 one-way. This ***** price discrepancy led me to believe the original cancellation and rebooking may have been influenced by revenue optimization strategies, displacing previously booked passengers to accommodate higher-paying customers. This felt like an unethical business practice. As my new travel date approached, I contacted Alaska Airlines to inquire about the flight and seek information to help inform my travel plans. At no point did I request or authorize a cancellation. Despite this, the airline mistakenly interpreted my inquiry as a cancellation request and proceeded to cancel my flight without my consent.Appropriate compensation for the disruptions, miscommunications, and financial/emotional impact Ive experienced throughout this process.
Business Response
Date: 04/11/2025

April 11, 2025

Dear ******,

Thank you for your email to the Better Business Bureau regarding your refund request.

I was very sorry to hear that your flight had a schedule change. Unfortunately, schedule changes are a common occurrence in the airline industry, as airlines alter their schedules every few months to accommodate seasonal changes in demand. When a schedule change happens, we attempt to find the best alternative arrangements for your itinerary. While we do our best to keep negative changes to a minimum, we understand that our suggested alternative may not work and we will do our best to offer viable options, including itinerary, date or time changes, with no service fee or even a full refund.

Upon my review of your previous flight that you got your Credit Certificate from back on 5/20/2024. This ticket was purchased using a UATP card and a Credit Certificate and you were refunded in full back to the original form of payments. So, because a credit card was not used for your entire purchase, a full refund back to your credit card would not have been offered.

You also mentioned that at no point did you request or authorize a cancelation of your reservation YWNNEX but it was canceled and refunded anyways. I took the liberty of reviewing the notes in your reservation and I reached out to one of our Reservations Supervisors to get more insight on what happened. Upon both of our reviews we found that you called our *********************** to cancel your trip but when you found it was only going to be $258 for the roundtrip, you changed your mind but our Reservations Agent mistakenly proceeded with the cancelation. I am very sorry for this error and I would like to assure you that agent has been followed up with.

Additionally, I did ask if our *********************** could reach out to you and reinstate your flights at no additional cost, but they were told that it was now too late and you were going to continue with the Better Business Bureau and your attorney.

I also understand your concerns about the significant price increase for rebooking and the perception of revenue optimization strategies. The exact amount of the fares in a given market are determined by a number of factors, including demand, distance, competition, season, and operating costs, among others. On high demand flights, airlines will try to increase revenue by limiting the number of seats available at the lower fares. The number of tickets previously sold on your desired flights and the number of days until your flight departs will determine the fares available to you. In most cases, as your desired flight nears its capacity and departure date, the higher the fare will be. I sincerely apologize that the fares available for your upcoming trip did not meet your expectations and your feedback has been shared with our Revenue and **************************** for their review.

Regarding your refund, we unfortunately cannot provide a refund back to your credit card as a credit card was not used when booking your travel. I am very sorry for any disappointment this may cause and I sincerely appreciate your understanding in this matter.

As a customer ********************** gesture, I have included a Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to ******************************************************* 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 ***********************.

****** ******, Discount Code ECSR150CLGTN587247, in the amount of $150

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 04/12/2025

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:04/09/2025
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 Air provides residents traveling to or from Alaska a 'Club 49' program where members get various benefits described here *************************************************************************************. I attempted to check a complimentary bag 4-7-2025 ANC-LAS and the Supervisory agent at checkin told me I was not a Club 49 member and would have to renew, and charged me $35 for my checked bag, even though she saw my AK ID and I was checking in at ***. I called customer ********************** today and was told I WAS a Club49 member, however they refused to refund my bag fee, stating that because my Alaska Air-owned Hawaiian mileage number was on the reservation I was ineligible for a waived bag fee. The checkin agent never advised me of such, and lied about my Club 49 status, which only requires an -active- Mileage Plan Account to be a member.The checkin agent lied about my status to generate bag fee revenue and, when caught, customer ********************** refused to provide a refund or credit.
Business Response
Date: 04/10/2025

April 10, 2025

Dear ****,

Thank you for your email to the Better Business Bureau regarding your Club 49 status.

I understand that when you went to check your bags you were charged for your baggage even though you are enrolled in our Club 49. In order to get the baggage waiver, you must have your Alaska Mileage Plan number in your reservation. So, because you had your Hawaiian number in your reservation our system was not registering the waiver and you no longer qualified for the free checked bags. I am very sorry that this was not better communicated to you at check-in and that this made you feel as though our Customer ********************** Agent was lying to you just to generate a bag fee. Your feedback has been shared with our Customer ********************** Manager in Anchorage for their review.

Regarding our ************* Representative not refunding your bag fee when you called due to your Alaska number not being in your reservation. She was correct when advising you of this and I apologize that you did not receive your desired outcome. Please see the terms and conditions below for our Club 49 baggage waiver. Club 49 terms and conditions | Alaska Airlines

Members are eligible for two free checked bags for themselves and all travelers on the same reservation on flights operated by Alaska Airlines, Horizon Air, and SkyWest Airlines (Flight Series ********) only. Itinerary must include a flight to or from Alaska to qualify.
Benefit does not extend to all travelers in a group reservation.
Members Mileage Plan number must be on the reservation before bags are checked.
Benefit is not available when connecting to another carrier for international travel or checking in with a codeshare or airline partner.
Members number may not be changed from Mileage Plan to another program for any part of the reservation when the free-checked-baggage benefit has been used.

As always, thank you for flying with Alaska and have a wonderful day.

Sincerely,

*****
************* Representative II

Reference#: ********
Customer Answer
Date: 04/10/2025

Complaint: 23183640

I am rejecting this response because you stated, "I understand that when you went to check your bags you were charged for your baggage even though you are enrolled in our Club 49. I am very sorry that this was not better communicated to you at check-in and that this made you feel as though our Customer ********************** Agent was lying to you just to generate a bag fee."
For the avoidance of doubt, the supervisor in Anchorage -lied- to me when she said I was NOT enrolled in Club 49, despite my departing Anchorage with an AK ID. She didn't say that I was, but that I had the wrong mileage number on my reservation, because obviously I would've been able to correct it then and there and avoid a bag fee. I allege your employee explicitly lied to me in order to generate additional revenue. I note that in Alaska Airlines' 1/22/2025 letter to investors titled: Alaska ********* reports fourth quarter and full year 2024 results, one of the highlighted items states:
Alaska and Horizon employees earned $325 million of incentive pay in 2024 by achieving profitability, safety, sustainability, and operational targets. The payout represents approximately six weeks of pay for most employees.
It's clear your employees have a perverse incentive to generate revenue at the expense of customer **********************. The lie your customer ********************** agent told me no doubt directly contributed to whatever internal targets have been set in order to generate more income for herself.
There is no other reason for the ANC supervisor's statement and the old Alaska Airlines under **** ****** would have, when confronted with the obvious proof that I was a C49 member, refunded the $35 to generate customer goodwill. This experience leaves me with the extreme opposite view, one that I have already shared with friends and family.
I request you reconsider your position in light of the obvious nature of this erroneous charge.

Sincerely,

**** ******
Initial Complaint
Date:04/05/2025
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.
Subject: Complaint Against Alaska Airlines Unjustified Fee for Confirmed Booking Dear Better Business Bureau,I am writing to file a formal complaint against Alaska Airlines regarding an unjustified charge of $259 for a flight I had already booked and received confirmation for.On September 12, 2024, I booked a roundtrip flight through OneTravel, confirmation number ********, for travel with Alaska Airlines. The departing flight was AS1378 from *********************************** (SFO) to ******* (MZT) on Saturday, March 15, 2025, originally scheduled to depart at 12:40 p.m. and arrive at 3:59 p.m. The return flight was AS1388, scheduled to depart Mazatln at 6:00 p.m. on Saturday, March 22, 2025, and arrive in ************* at 9:23 p.m.On March 14, 2025just one day before the flightI received a check-in email from Alaska Airlines (Airline Confirmation: MNDWMM) showing a different departure time: 3:05 p.m. to 6:17 p.m. I immediately called Alaska Airlines to clarify, as this did not match my original booking. To my surprise, they told me there was no record of a 12:40 p.m. flight and that I would need to pay an additional $259 for two tickets to fly on the 3:05 p.m. flight.Concerned about potentially missing the trip, I paid the fee. However, after reviewing my original confirmation emails from both OneTravel and Alaska Airlines, its clear that I had correctly booked the original flight at the 12:40 p.m. time, and that the airline had changed the flight schedule the day before.This charge was not warranted, and I am requesting a full refund of the $259 I was forced to pay due to Alaska Airlines last-minute change and mismanagement of my confirmed booking.I have retained all documentation related to this booking and the correspondence with Alaska Airlines, and I am happy to provide these materials upon request.Thank you for your time and assistance in resolving this matter.Sincerely,****** ***
Business Response
Date: 04/08/2025

April 8, 2025

Dear ******,

Thank you for your email to the Better Business Bureau regarding your refund request.

I understand that you received a check-in email for a different time than you originally booked. Upon my review I see that your flights had a schedule change on 12/15/2024. Unfortunately, schedule changes are a common occurrence in the airline industry, as airlines alter their schedules every few months to accommodate seasonal changes in demand. When a schedule change happens, we attempt to find the best alternative arrangements for your itinerary. While we do our best to keep negative changes to a minimum, we understand that our suggested alternative may not work and we will do our best to offer viable options, including itinerary, date or time changes, with no service fee or even a full refund. Additionally, I see that we sent you an email advising you of this change on 12/15/2024 at 8:44am PST to email ************************ I am very sorry that you did not see this email prior and for any inconvenience this may have caused.

You also mentioned that you immediately called Alaska when you saw your flight change and were surprised when you were told that there was no record of a 12:40pm flight and that you would need to pay $259 in order to take the 3:05pm flight. When reviewing your reservation, I found that Alaska did not charge you a fee or difference in fare when changing your tickets, as this would have been waived due to your flights schedule change. So, from what you have said and the information showing in your reservation, it sounds like you called an agency that was posing as Alaska and they charged you to change your tickets. These agency's appear when looking up the phone number for an airline via an internet search. We do our best to stop fraud, but the easiest way to avoid these situations is to work directly with us by visiting the Alaska Airlines website at *************************** or calling our ******************* at **************, or working with a trusted travel agency or booking tool such as Expedia, Priceline, Kayak or ****** Flights.

So with that said, because Alaska did not charge you the fee or difference in fare, we cannot refund you. You have my apoloiges for any disappointment this may cause and I sincerely appreciate your understanding in this matter. Further, we encourage anyone who believes they have been a victim of fraud or theft to contact their bank and report the incident to the **** *************************

As a customer ********************** gesture for your flights schedule change, I have included two Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to ******************************************************* 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 ***********************.

****** ***, Discount Code ECSR100CCGKS1604217, in the amount of $100

***** ***, Discount Code ECSR100CMGRS1604218, in the amount of $100

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********

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Alaska Airlines is NOT a BBB Accredited Business.