Complaints

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

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  Alaska Airlines

  19300 International Blvd Seatac, WA 98188-5304

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  Alaska Airlines

  108 5000 Miller Rd Richmond, BC V7B 1K6

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  Alaska Airlines Cargo

  1 Airport Dr # 24 Oakland, CA 94621-1466

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  Alaska Airlines

  1423 Cannonball Trl Yorkville, IL 60560-4542

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  Virgin America

  555 Airport Blvd Burlingame, CA 94010-2000

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:12/26/2022

  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.

  My family of 4 was booked on flight **** from *** to *** on 12/26. We were advised of a 5 hour delay at 2:45am. Approximately 5 minutes before boarding at 12:30pm it was suddenly announced that the flight was cancelled. No explanation or apology given. Employees told us that Alaska figured out they'd be arriving too late to go through customs, turn the plane around and bring it back so they just cancelled it - knowing full well that everyone would be stranded and their plans ruined as all other flights were sold out for the holidays. We spent the next 4 hours standing in line and on hold trying to get through to agents absent success. No "MVP gold line" special access as advertised. In fact I was "disconnected" twice after holding for hours. The phone agents told us there were no options until 5 days later. A gate agent finally cobbled something together putting us on 2 different overnight flights via connections with so seat assignments...getting us to our destination 48 hours later IF all goes well. I want compensation and reimbursement. Prepaid nonrefundable airport parking at SJC - RT mileage to SJC - dog sitting cost - 2 nights nonrefundable hotel I can't get to - 12+ hours of my time in SJC with associated food costs - no mileage accrual or status benefits on the replacement airlines I have been put on. This has ruined my family vacation and cost us a substantial amount of incremental cost and time wasted. The airline made this move out of pure profit strategy - the cancellation had nothing to do with weather or equipment.

  Business Response

  Date: 12/29/2022

  December 29, 2022
  
  
  Dear ****,
  
  Thank you for your email to the Better Business Bureau.
  
  It was disheartening to hear that you stood in line and were on hold for four hours and got disconnected twice. 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. 
  
  I was disappointed to hear that you were not provided with timely information regarding the status of your recent flight from ************ to *************** on 12/26/2022. 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. Please accept my sincerest apology for the way this situation was handled and left you both feeling. 
  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. 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. 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.
  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 all of you, I would be willing to void the previously issued $150 Discount Codes and increase the compensation to a $500 Discount Code or ****** Alaska Airlines Mileage Plan miles for each of you. Please advise me which option would be agreeable.
  
  Also, please advise me the name of the other two members of your family who were traveling with you.
  
  I would like to kindly request that you provide me with a copy of the receipts for the expenses you incurred for my review. 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 Box *****
  **********, ** **********
  
  Fax: ************
  
  Due to the fact that you were re-accommodated on two different carriers I have credited each of your Mileage Plan Accounts with the originally booked flight from ************ to *************** with a travel date of 12/26/2022.
  
  ****, I would like to once again apologize for this experience and the inconvenience this situation caused all of you. It is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. As always, we value you as an MVP Gold, and thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.
  
  Sincerely,
  
  
  ******************************************* Specialist
  
  
  Reference#: *******

• Initial Complaint

  Date:12/25/2022

  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.

  I purchased airline tickets for Christmas in 2021 due to COVID we were not able to fly and had to cancel our flight. I received a credit for the amount of the tickets. Well it was coming up to the holiday season again so I wanted to book flights but looked up my credit and they had expired thats over $2000 dollars that have vanished. I tried calling Alaska but on hold for more than 3 hours with no one to pick up the phone to speak or resolve the situation. My desire is to receive my credit back to my account.

  Business Response

  Date: 12/27/2022

  December 27, 2022
  
  
  Dear *******,
  
  Thank you for your email to the Better Business Bureau.
  
  Our records indicate that you have three expired credit certificates in the amount of $646.80 and an expired credit certificate in the amount of $495.20. As a service gesture, I would be willing to make an exception to issue three $600 Discount Codes and a $475 Discount Code as a replacement for the expired credit certificates. Please advise me how I should proceed.
  
  *******, we value your patronage and look forward to welcoming you aboard an Alaska flight soon.
  
  Sincerely,
  
  
  
  ******************************************* Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18638744
  
  I am rejecting this response because:I had a credit, what is a discount code vs a credit and why are you deducting the amount?We had to cancel because of COVID not because we just wanted to cancel. I canceled in December and the credit expired not even a full year after in October. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/12/2023

  
  
  
  
  
  
  January 12, 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.
  
  A Discount Code is valid towards the base fare of a ticket purchase.  Any taxes/fees will need to be paid out-of-pocket.  Unfortunately, we are not able to refund your credits.  Please advise and I will be happy to issue the Discount Codes for you.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 8336751 

• Initial Complaint

  Date:12/24/2022

  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.

  I bought from Alaska Air two round trip tickets LA - ************ - LA for December 24 - December 27, 2022.The flight was delayed for an hour, then, for an hour and a half, and then again, for 5 hours 40 minutes. To avoid ruining Christmas completely and not seeing our family, my wife and I decided to just drive to ************ by car. We wanted to cancel the trip and get a refund. We tried to cancel online, but it was not available. At the customer ********************** in the airport, we were told to call the ************** for the flight cancellation. We called the number and were on hold for 4 hours before we gave up. We want full refund $474.40 for the two tickets, plus a taxi fare $51.92 that we had to spend for getting from the airport to the apartment where our car was. The confirmation code that we were provided at the reservation is RGAZDJ.E-ticket #: ************* (***********************************)E-ticket #: ************* (********************)Flight Alaska **** (*********** - ************) on Dec 24, 2022 @ 7:00 am Flight Alaska **** (************ - ***********) on Dec 27, 2022 @ 12:40 pm

  Business Response

  Date: 12/27/2022

  
  
  December 27, 2022
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau.
  
  We understand that things happen and due to what you described, we are happy to offer an exception and refund your tickets. A refund of $237.20 for each of you will be processed back to your credit card ending in ***** within 7 business days of this correspondence. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.
  Also, I would like to kindly request that you provide me with a copy of the receipt for the transportation expense 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: ************
  *****, 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: 12/27/2022

   
  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.
  

  Attached also are receipts for the Uber rides. Please confirm you received them. And what would be the refund time?
  Address:

  700s ***************, #***

  ***********, **, 90005

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

• Initial Complaint

  Date:12/24/2022

  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 booked an Alaska Airlines flight several months ago for a flight this morning, 12/24/22 from *** to ***. I was notified in advance that the flight was delayed by 1 hour 15 minutes. I arrive to my gate, board my plane and they express that there is further delay. After roughly an hour and a half, they let us know that there is another delay with the deicing process and that we can deplane briefly. Roughly **** minutes later they inform us that we should bring our luggage with us just in case they cancel the flight. Roughly 5 minutes after that they inform us the flight is cancelled. I attempted calling Alaska Airlines to reschedule and I have been on hold for well over an hour now. When I went to rebook my flight on their website, my ************ are to rebook for a fee of $9+. I understand bad weather and cancellations happen, but charging to rebook a flight when the airline cancels is unreasonable. I booked the earliest available flight add an additional cost and am fine taking a later flight as these things happen, but I would like to be refunded the additional $9 I paid to rebook.

  Business Response

  Date: 12/27/2022

  
  
  
  December 27, 2022
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau.
  
  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 12/24/2022, due to the severe winter weather conditions. 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.
  
  We understand that things happen and due to what you described, we are happy to offer a refund of the difference in fare. A refund of $9 will be processed back to your credit card ending in ***** within 7 business days of this correspondence. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.
  
  ******, 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#: *******

• Initial Complaint

  Date:12/23/2022

  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 bought a ticket from Alaska airlines for my families. I bought 7 tickets my family was supposed to be here for a wedding on the 24th then celebrate x-mas together on the 25th. Due to whether condition Alaska canceled the flight entirely. Other airlines are in the same situation but making the effort to do delay and still getting people to thier destination. I understand its a climate issue but what i don't understand is the customer ********************** of ****************. I have been on hold for litraly 12 hours to talk to someone to see what the best situation is but I was unable to talk to someone. I am still waiting but no one is answering the email the text or the phone. my family went to the airport after staying 4 hours in the airport they told them they can't rebook the flight. There is no flight till the 27th. We said ok and decided to cancel the entire flight because if they can't come for the wedding or x-mas it defeated the purpose. I bought the ticket through priceline so pricline is telling me they can only give me credit not refund and they said if I want refund I have to talk to the airlines. But I have no means to talk to the airlines because they are not answering the phone. They should compensate me for my suffering let alone refusing to refund my money. If its canclled due to the whetehr and due to unavaliable next flight I should get my money back. I already suffered due to my family not being on my daughters weeding. My brother that was coming was the one who is giving her hand. Its one thing to not have your family here but being put in distress just to cancle and get refund is the least they can do. Unfortunately it has been impossible to reach them and It is so crazy for big company like Alaska doesn't have representative that can provide a comfort and smooth adjustment to the customers that are alrady suffering due to plan change. Its beyond. I had flight canceled before with a Delta but they handed it with ****** Alaska need to do better.

  Business Response

  Date: 12/24/2022

  
  December 24, 2022
  
  
  Dear ****,
  
  Thank you for 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 the names of your traveling companions as well as the confirmation codes and/or ticket 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#: *******

• Initial Complaint

  Date:12/23/2022

  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.

  Alaska Airlines refuses to honor travel insurance. They refuse to accommodate paying and insured customers over cancellations. Their only option is a phone line with an 8 hour delay, leaving people stranded and without any accommodation. They wont provide refunds. I do not want some random, other flight. These are the days I booked, for which I paid and insured.

  Business Response

  Date: 12/24/2022

  December 24, 2022
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau.
  
  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.
  
  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 confirmation code and/or ticket number for your reservation. 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:12/22/2022

  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 daughter has a booked flight from ********** to Maui( it was a round trip ticket) that was cancelled by Alaska Airlines on December 16, 2022 with a short notice. The total amount of the ticket was $1,833.65 but they just refunded us $1,296.36. During my initial call to them on December 17, 2022 they assured me that they will refund the whole thing because its not our fault but only to find out that they just refunded us $1,296.36. I am trying to file a dispute to our credit card. Alaska Airlines this is not acceptable!

  Business Response

  Date: 12/22/2022

  
  
  
  
  
  
  December 22, 2022
  
  
  Dear *******,
  
  Thank you for your email to the Better Business Bureau regarding your daughter's reservation. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.
  
  So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with your daughter's name, her confirmation code and/or ticket number.
  As always, thank you for flying with us. We look forward to your reply.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 8292956 

• Initial Complaint

  Date:12/21/2022

  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.

  Alaska Airlines cancelled 5 confirmed tickets on December 21, 2022. They then proceeded to sell them to other customers at a higher price. This is terrible service and against federal regulation. I have emails of the confirmation. We had to take my toddler and grab an overnight Uber for 2 hours to make it to the other airport. We found out then, that the flight was never cancelled. We just got bumped. We incurred huge financial loss and mental stress as a result. My baby spent the night at the airport, while I kept trying to book another flight. It was not due to weather, not due to service. The flight did operate, and our tickets were sold. Photos show confirmation of flight and their cancellation. It also shows that the flight did depart as scheduled.

  Business Response

  Date: 12/21/2022

  
  
  
  
  
  
  December 21, 2022
  
  
  Dear Dr. *********************** you for sharing your concerns with the Better Business Bureau regarding the canceled tickets for your flight on December 21. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  When you made arrangements to travel with us you had every reason to expect that we would deliver you to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight from ********** to ******* was canceled due to the extreme weather in the Pacific Northwest.  I can assure you that your flight was not canceled so that Alaska Airlines could sell the seats for a higher price. 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.
  
  Dr. ********** 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#: 8286688 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18621055
  
  I am rejecting this response because:my flight from ******* to *************** was not canceled. We made it to the airport 8 hours prior to the flight. We had to take a very expensive Uber ride to accomplish this, as your agents were not available for 4 hours on the phone. It is not weather, as the flight did depart on schedule. I deserve compensation for the Uber, and vouchers for future travel. I spent almost 3 hours in line waiting with my toddler and elderly parents, because your agents made a mistake and put us on the wrong flights with a stop to *****. In fact, my husband was bumped to the next day. All this, while you had seats available for our original flight, leaving at the original time. 
  Not a weather related cancellation! Human error and carelessness. 
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 01/10/2023

  January 10, 2023
  
  
  Dear Dr. *********************** you for your reply to the Better Business Bureau regarding your concerns.  
  
  Dr. *********, in my email to you I stated your flight from ********** to ******* was canceled, not the ******* to *************** flight.  Our system will automatically reaccommodate you when your initial flight is canceled to the next available flight.  I understand that you could not get through to our agents due to the sheer impact the storm was having on our passengers, but in the interest of safety we would not assume you would drive from ********** in order to catch your flight and needed to reaccommodate you quickly before all options were gone.  Again, because this was due to a circumstance that was out of our control, I must deny your request for compensation.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18621055
  
  I am rejecting this response because: there was no snow of weather issues the day that you assumed I would not make it to the airport. Allegiant and Southwest operated their flights from ********** just fine. 
  I took the Uber, because you did not have a system in place for me to skip the 4 hour wait for the phone call when my flight was in 8 hours. 
  Your negligence and lack of accountability is shameful.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:12/19/2022

  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.

  My wife and I used Alaska Airlines to fly from ********, HI to *************, ** on October 30th, 2022. Shortly after taking my seat I noticed that my shoes kept slipping on the carpet as if the carpet were wet. I had already put my backpack carry on down before discovering that the wetness was urine that had not been cleaned up between flights. The flight crew was exceptionally apologetic and accommodating. I was told by the flight attendant to contact Alaska Airlines after the flight to get recompense. In mid-November I contacted Alaska Airlines, and after some run-around was transferred to someone that emailed me a baggage claim issue form for me to fill out. I filled out the form, had pictures of the backpack printed out at ********** and mailed the form and pictures to Alaska Airlines. I spent approximately 1-2 hours trying to resolve this issue, besides the cost of a stamp and the cost to print out the pictures, where from the start was only asking that $21.99 plus local taxes credited back to my credit card for the cost of the backpack, which was only 2 weeks old when the urine incident happened.Rather than refund me the requested amount so that I can buy a new backpack, Alaska Airlines has instead chosen to give me a $25 credit. This doesn't get me a new backpack in order to replace the urine stained one. I would like a new backpack. I do not expect Alaska Airlines to purchase the backpack for me. I expect them to compensate me for the damages caused by their negligence in cleaning the plane (again, it was URINE, which is disgusting). And at this point, expect some kind of compensation for the amount of time I've spent trying to get the $21.99 + taxes. As you can see from the PDFs attached - they initially didn't even offer a credit but closed the case. This has been a frustrating experience.Thank you

  Business Response

  Date: 01/04/2023

  January 3, 2023
  
  
  Dear *******,
  
  This is in response to your BBB Complaint Case #********.
  
  Thank you for writing about your Alaska Airlines flight from ******** to ************* on October 30, 2022.  I can understand your frustration that your new backpack was damaged during your flight and appreciate the opportunity to address your concerns.
  
  Please accept my sincere apology that your backpack was damaged from urine on the floor of the plane.  I regret that you felt that Alaska was negligent in cleaning the plane prior to your flight.  When passengers experience issues during their flight, the flight attendants document the issue with an Incident Report.  According to the remarks in your claim, a report was not filed for your case but you stated that the flight crew advised you to contact Alaska for compensation. As a gesture of apology for your inconvenience, I found that we had credited ***** bonus miles to your Alaska Airlines Mileage Account on October 30th and sent you a $25.00 Discount Code on December 17th.  I apologize that you were not satisfied with the compensation provided especially since you were required to spend time and money to submit your claim.
  
  I understand you are requesting reimbursement to purchase a replacement backpack and am pleased to advise you that we will make a one-time exception and provide reimbursement in the amount of $25.00 for your backpack plus taxes. Please follow the instructions in the email you will receive titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days. 
  
  *******, I am sorry that we did not provide you and your wife with the experience that you expected from us.  We value your patronage and look forward to welcoming you onboard another Alaska Airlines flight in the future, so we may demonstrate the remarkable service you deserve.
  
  **********************************
  Alaska Airlines
  
  Reference#: 8107910
  Incident#: SFOAS20027442
  
  
  
  

  Customer Answer

  Date: 01/09/2023

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

• Initial Complaint

  Date:12/16/2022

  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 booked a flight for my 18 year old daughter (first time away from home for college) on Aug with ref number BACCVH for $242.60 (Dec 15,2022 flight at 8am) and DTJWWR for $348.60 (Jan 1, 2023 flight). However, I got an email that flight was cancelled and have to rebook a flight going to California. No flight from ***** (original departure place), so kids has to drive to ****** for the next available alaska airlines flight. Ref # CSXIXB booked for $806.60 compared to the $242.60 that was cancelled. Then when my daughter is about to board the 4pm flight, she was told that CSCIXB was cancelled and she has to rebook again. My daughter is so scared, exhausted, traumatized, and confused with all these commotion and mistake of Alaska Airlines just to make more money. Then after talking to a representative, flight was booked from ****** to Sta *** for $799 with ref number MJBKXH. I hope something will be done about this matter. It happens to two other passengers with her

  Business Response

  Date: 12/17/2022

  
  
  
  
  
  
  December 17, 2022
  
  
  Dear ***,
  
  Thank you for sharing your concerns regarding ******'s flights to the Better Business Bureau. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  I am so very sorry for all of the hassle with her reservations and the stress it caused her and, undoubtedly, you also.  In reviewing the reservations, I do see that they have been refunded but that MJBKXH has been used.  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. On behalf of Alaska, I offer my apology for any inconvenience you experienced.
  
  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. On behalf of Alaska, I offer my apology for any inconvenience you experienced.
  
  To make it up to you, we'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.
  
  Alyssa Carinan, Discount Code ECSR250CMYPG329793, in the amount of $250
  
  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#: 8261790