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

618 total complaints in the last 3 years.
201 complaints closed in the last 12 months.

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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:12/15/2022
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 a snack on a business trip on 12/9/2022 (typically, I avoid doing this, but the flight was delayed for over 2 hours).Alaska requires you to login to a receipt portal in order to get your receipt- a process which takes 48 hours. This only leaves a 24 hour window for a consumer to identify and cancel the transaction, if they need to (the *********** allows for only a 3 day window for cancellation of a transaction). In this particular case, I need to file my expense report with my company within 1 week. However, the Alaska receipt portal has been down for 6 days. When reaching out for help from Alaska, I was told that no one could help me until the portal was fixed. They gave no timeline and have been unresponsive. The receipt is only for $7.50, but I cannot submit for reimbursement with my company until I get a receipt. I would like them to either cancel the charge, or preferably- just provide me with the receipt.
Business Response
Date: 12/17/2022

December 17, 2022

Dear Alena,

Thank you for your email to the Better Business Bureau regarding a receipt for your meal purchase.
I am so sorry that the only way to receive a receipt for a meal purchase is through our website. Your comments have been shared with our IT Team for their review. Although I am unable to provide you with a receipt, I would be more than happy to provide you with a $25 Discount Code towards future travel. Please let me know if this is acceptable.

Alena, 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#: 8261738
Customer Answer
Date: 12/18/2022

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.
Additionally, the Alaska accounting department finally got me a copy of the receipt.

Sincerely,

Alena
Initial Complaint
Date:12/14/2022
Type:Billing 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.
Two weeks ago, Alaska Airlines canceled my sons $800 flight from ******* because a little snow was forecasted. Then instead of sending me a refund they make it impossible for me to receive a refund. Theres no way to receive a refund on the ** website and conveniently they dont recognize that I have an account. After being on hold for an hour with no communication on when a representative might be available, I have decided to call my credit card company to dispute the charge.
Business Response
Date: 12/15/2022

December 15, 2022

Dear ********,

Thank you for your email to the Better Business Bureau regarding your son's canceled flight. 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 son's name, flight information, ticket number and confirmation code. Once I receive this information, I would be happy to see what I can do for you.

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

Sincerely,

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

Reference#: 8252911
Customer Answer
Date: 12/15/2022

Better Business Bureau:
The Alaska Airlines representative did not provide a means for forwarding the information requested.
Please forward the following information to the Alaska Airline representative:
Name of passenger: ***********************
Date: November 30,2022
Cancelled flight no. AS 922
see uploaded notification of flight cancellation with original complaint.

The response made by the business in reference to complaint ID ********, will not be satisfactory
even after receiving a full refund. The time required to obtain the refund, which should have been automatic, cannot be recovered.

Sincerely,

*****************************
Initial Complaint
Date:12/12/2022
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.
I took Alaska Airline flight 2 from ******* to ************* on Dec 4, 2022. My checked bag was delayed for a day and a baggage incidence claim was created (# DCAAS03246580). On Dec 5 morning, I was told by Alaska staff on the phone that I could purchase reasonable essentials such as face/hand/eye creams during the delay and get them reimbursed. After coming back, I filed the claim with Alaska and provided them my receipts, but my claim was rejected because "hand / face creams are not included". First of all, I was explicitly told by Alaska staff that I could purchase creams during the delay. If it is not covered, the misleading information I was provided would incur my lost.Secondly, Alaska has a non-covered item page and all my claimed items are not in their list. ***************************************************************************************************************************************** Lastly, it is common sense that facial/body/eye care items (including creams) are part of the toiletry. Multiple search results on ****** confirms this (***************************************************** and *******************************************************************************). There is not a place that I could conclude that the claimed items are against Alaska policy and it is common sense that those daily body/face care items are essentials that people need on daily basis. I am very disappointed by what I was told by the agent **************** from central baggage services at Alaska, and I think it is reasonable to get my claim approved given the reasons above.
Business Response
Date: 12/24/2022

December 24, 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 12/12/2022.

Unfortunately, I will need to have you contact our Central Baggage Service directly at ************** for further handling.

Sincerely,

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

Reference#: 8234167

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

December 12, 2022

Dear *******,

Thank you for your correspondence. Please accept my apology for the experience you had surrounding the delay with your luggage.

Our policy for the reimbursement of expenses incurred as a result of delayed baggage applies to reasonable and necessary clothing and toiletry purchases only. This policy does not apply to face and hand creams. Due to this reason, we are unable to compensate you for these purchases.

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

Sincerely,

****************
Central Baggage Services

Reference#: 8234167
Incident#: DCAAS03246580
Customer Answer
Date: 12/28/2022

Complaint: 18561100

I am rejecting this response because:
Thank you so much for responding my claim. However, I don't think you are providing a direct answer/solution to my claim request. To be more specific, the claim was filed after receiving the response from ****** and within the claim, I described why my purchased items should be included in toiletry items based on several trustworthy sources. In addition, there is not a place on your website describing what are considered toiletry. In addition to that, I gave your customer ********************** a call about two weeks ago, the representative confirmed me that my claim items should be covered and she filed an escalation case for me for this particular reason.

Thank you so much for reminding me that ****** responded to my first claim, but I hope you could kindly read my claim above and provide a direct response instead of repetitively referring to the old one. I would also like to know the result of the escalation from you and will be escalating this further (********** actions).

Sincerely,

*******************
Business Response
Date: 01/20/2023
January 19, 2023

Dear *******,

Thank you for your continued communication regarding your BBB Complaint Case #********.

We recognize that you have rejected our response to your complaint as you felt we did not provide you with the resolution you had hoped for.

As described on our website, Alaska will provide reimbursement for travel essentials, such as toiletries, while waiting for your luggage. I apologize for any misunderstanding regarding the denial of your case. The remarks in your file show that when you called our office you confirmed that skin care products would be covered. However, since you had been advised by our Washington Baggage Office at 9:28 am that your bag would be arriving at 4:15 pm, your purchases were denied reimbursement because they were made after your bag had arrived.

A review of your file found notes stating that you had requested escalation of your case after you received our denial email dated December 12, 2022, however, the exception was not approved.

While we regret the inconvenience caused by your baggage delay, unfortunately, since your purchases were made after you were advised that your bag would be arriving and available for pick up or delivery, we are unable to provide compensation.

Xiaolin, thank you for sharing your concerns with us. We value your patronage and hope we will have the opportunity to welcome you on an Alaska Airlines flight in the future.

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

Reference#: 8234167
Incident#: DCAAS03246580
Customer Answer
Date: 01/24/2023

Complaint: 18561100

I am rejecting this response because:
You mentioned that I was advised by your baggage claim staff that my bag was expected to arrive at 4:15pm. This is not the truth. In the morning, I got a call from your staff updating me that my baggage would arrive later on that day without giving me a specific time. I was also told that I would get call when the bag was ready to pick up and I ended up getting this call at 5:28pm EST on that day. I have provided the call history via email to your team On Dec 12, 2022 and please also see a copy attached. I think the reason you provided is not the truth and is not valid, and I request further escalation.

In addition, I would also like to comment that, my bag arrived at *** at 4:15pm does not necessarily means that it is READY to be picked up. 1) it still needs several at-airpot process until it is ready to be claimed 2). As a customer whose ********************** got delayed, it was not my obligation to give up all my scheduled personal business and wait at the airport for the delayed baggage. I think I should be given at least some buffer time from the time that the baggage was ready to be claimed to the time I would be available to come to the airport and pick it up.

I am really frustrated about how my case has been handled and I would really appreciate if someone could thoroughly check all my provided material and review them in a reasonable manner.

Thanks,

Sincerely,

*******************
Initial Complaint
Date:12/12/2022
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.
Reference#: ******* Incident#: DFWAS44431734 Alaska Airlines mistakenly assumes that everyone traveling on the same reservation booking is of the same household even if they are just a group of total strangers, acquaintances, or friends/roommates traveling together in a tour group on the same reservation with only one address and email on file during booking. Another ridiculous requirement for Alaska Airlines to even consider reimbursing you for damaging your checked baggage is that they want to know the baggage claim history of a customer's flight companions (everyone he's ever flown with on the same reservation that he's booked flights with) for the last 5 years. This is absurd as I should only be responsible for my own bags checked under my own name and not be held responsible for anyone else's previous damaged baggage history with whom I've ever flown with on the same reservation booking in the last 5 years. Alaska Airlines is trying to use any lame reason as an excuse to sidestep the main issue here is that THEY DAMAGED MY CHECKED *** AND ARE REFUSING TO REIMBURSE ME FOR THE REPLACEMENT COST by claiming that I must report to them the history of all damaged bags claimed by others with whom they confuse having the same last name to be part of the same household or that everyone on the same reservation booking is of the same household. No, I should not need to report other people's baggage issues. I am only responsible for the bags checked under my own name. PLEASE REIMBURSE ME FOR THE *** YOU DAMAGED AND STOP TRYING TO FIND WAYS TO AVOID PAYING FOR THE DAMAGES YOU CAUSED, ALASKA AIRLINES. THANK YOU!
Business Response
Date: 12/25/2022

December 25, 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 11/9/2022, 12/7/2022 and 12/12/2022.

Sincerely,

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

Reference#: 8011107
--------------------------------------------------

November 9, 2022

Dear ******,

Thank you for your correspondence to our office regarding your recent travel. On behalf of Alaska Airlines, please accept my apology for your experience with your car seat.

Because we emphasize exceptional customer ********************** in every aspect of your travel and understand the impact that a damaged car seat can have on our customers, we will typically compensate a customer following their submission of a damage claim Statement of Mishandling. Understandably, we take some effort to verify the authenticity of these claims. We use the information provided by our customers when considering a claim, which must also be consistent with our standard insurance policy. That said, we sometimes require further investigation into some of the claims our customers file with us.

After careful consideration and further investigation into your claim, we discovered that you filed a damage luggage claim with us in January 2022 . On your signed Statement of Mishandling form, you verified that neither you nor any other member of your household has filed a claim with Alaska Airlines or any other carrier. It is unfortunate that in light of this conflicting information, we regretfully cannot confirm the legitimacy of your claim with us. For this reason, we must respectfully decline further consideration on our part.

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

Sincerely,

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

Reference#: 8011107
Incident#: DFWAS44431734

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

December 7, 2022

Dear ******,

Thank you for your continued communication regarding your BBB Complaint Case #********. We have received your reply and wanted to assure you that we value your input.

It was disappointing to learn that you rejected our response to your BBB Complaint since you were not the person who filed claim #SEAAS18263515 for which we provided compensation in the amount of $200.00 on February 17, 2022. While you were not the claimant for that case, the claimant was ******************* who is listed in your reservation and for whom our records list with the same address and email address as yours. Since you did not disclose the previous claim that ***** had with us on the Statement of Mishandling Form (SOM) in answer to "Have you or another member of your household ever had a previous mishandled baggage or property loss claim with Alaska Airlines, or any other airline within the last 5 years?", we are unable to proceed with your case. I apologize for any inconvenience this may cause you.

******, while I would like to provide additional assistance in this matter, I am afraid that I am unable to assist you further and must consider your case closed. We appreciate your patronage and hope we will have the opportunity to welcome you onboard another Alaska Airlines flight in the future.

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

Reference#: 8011107
Incident#: DFWAS44431734
-----------------------------------------------------

December 12, 2022

Dear ******,

Thank you for your response. Respectfully, as advised in our previous communications, due to the undisclosed previous claim we are unable to proceed with your case.

While I would like to provide additional assistance in this matter, I am afraid that I am unable to assist you further and must consider your case closed. 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.

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

Reference#: 8011107
Incident#: DFWAS44431734
Initial Complaint
Date:12/11/2022
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 from ********* to ******* and ******* to ****** with partner airlines because I was told my bags would be checked all the way through. On the way out I paid the $100 baggage fee to Alaska Airlines and my bags were checked through to ******. On the way back ********** said I was unable to check bags all the way through, that there was a problem with Alaska airlines system and that I needed to speak to AA agent in *******. I tried to but was unable to resolve the issue because the lead CSA would not listen to what I was saying. She kept arguing that I had only paid for bags for way out. I explained that I had paid the 150 euro fee in ******. I was told that the bags were now $270 to get from ******* to *********. This was 3 times what we paid on the way our plus we already paid 150 euros in ******. The lead CSA ****** argued with me, raised her voice, and was physically threatening. She kept yelling that she had a ***************************************************** her name. She refused to let me speak to a supervisor She said at first that I had not paid for return bags. I explained the situation for the 19th time. She said ********** was not a partner of AA. I explained they were. She then said that I was not eligible for have partnership benefits such as checking bags through because I did not have an AA card. I explained this was not the case and I had been told when I booked thes flights that we could put baggage through. We were traveling with a sea kayak so it was a known concern.I tried to record the interaction and she said I wasnt allowed to do so, so I stopped. I live in Alaska and never ever want to fly Alaska airlines again. This is literally the worst customer ********************** Ive ever seen on an airline. Losili should not be allowed to interact with the public and I will not feel comfortable flying Alaska airlines while she is the lead csa at ******* airport.
Business Response
Date: 12/12/2022

December 12, 2022

Dear *****,
Thank you for your email to the Better Business Bureau regarding your experience on 12/11/2022. 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.
In an industry where customer ********************** is a key feature, Alaska has always strived to provide exceptional service to our customers. From what you've portrayed, it is apparent that we have failed you in this regard. You have my sincerest apologies for the way our Customer ********************** agent communicated with you and that she was yelling and being physically threatening. This is completely inappropriate behavior as you should always be treated with utmost respect, compassion and care anytime you fly with us. I sincerely appreciate you bringing this matter to our attention and I assure you that your feedback will be shared with our Customer ********************** Manager in ******* for their review.
I understand that you were charged for your checked baggage by ********** and then again upon your arrival in ******* and that because of this, you are requesting a refund of the baggage fees that were paid to Alaska. Upon my review of your Alaska reservation (KDZWCD) I only see the baggage fees you paid on your outbound flight on 11/24/2022, so unfortunately there is nothing for me to refund. If you have a charge on your banking statement for your baggage fees that were paid on 12/11/2022, please reply with the 13 digit ticket numbers that will be next to these charges and I will be happy to review them.
Regarding your request to have all your future travel canceled. While I would like to be able to personally assist you with this matter, unfortunately, I am unable to do so. However, I am happy to refer you to the correct department. The ****************** may be reached at **************. They are open 24 hours a day, 7 days a week.

As a customer ********************** gesture, I am including two Discount Codes. Please reference the appropriate code below at the time of booking. To use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form.

Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. Discount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed fares. Complete Discount Code rules and restrictions can be found online at alaskaair.com.

*******************************, Discount Code ECSR75CXYWP1001894, in the amount of $75

***************************, Discount Code ECSR75CPYCP1001895, in the amount of $75

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

Sincerely,

*****
Customer Care Representative

Reference#: 8239579
Customer Answer
Date: 12/15/2022

Complaint: 18556933

I am rejecting this response because I want the baggage fees addressed before accepting a resolution.
I included the baggage receipts with my initial complaint. ****** and I were each charged 70 dollars for bags. This was after the agent tried to charge 270 for bags because she put them all under ******'s name. She agreed to change this to 140 only after arguing with me for over 10 minutes about how this was appropriate even though I pointed out it was nearly 3 times what we were charged leaving *********.

Sincerely,

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

January 24, 2023

Dear *****,

Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly. Please see the email below that was already sent to you:

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

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,

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

Reference#: 8356419
Initial Complaint
Date:12/10/2022
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.
On December 9, 2023, I was very excited to receive sign-up miles (******) after opening an Alaska credit card a few months ago. I am planning to travel to *********** with my family next summer. Since I opened the credit card in October 2022, almost every day, I have kept checking the availability of ****** Air flights - between *******, ** (***) and *****, *********** (***) from July 4, 2023, to August 10, 2023 on Alaska Airline website and the award flights have always been available. Based on the availability, my family has recently purchased ****** Air tickets, and now I am ready to use my Alaska miles to book the same flights. On December 9, I attempted to use my Alaska miles (70K) to book ****** Air flights for a round trip between *******, ** (***) and *****, *********** (***) from July 4, 2023 to August 10, 2023. Flights are currently available at 35K each way with service charge and taxes, so 70K+ $69.15 are needed. After I filled out all information and click purchase button, it has shown that we are not able to confirm space on these partner flights. (Attached is the screenshots of booking and error message). I have tried numerous times and also talked to agents several times over the phone about the issue. However, agents described that it is not because there are no available seats but because ****** Air does not confirm seats. The agent said that she had sent messages about this issue to ****** Air, but no response has been received. So I have also talked to ****** Air about this issue, but they say that I need to resolve the issue with Alaska Airlines. This is very frustrating and wastes my time and energy. Since then, Ive researched about this issue and found that this same issue has happened to many customers (example: https://www.milemoa.com/bbs/board/8326494 in Korean; https://www.flyertalk.com/forum/alaska-airlines-mileage-plan/1965374-partner-booking-award-issues-ke-maybe-others.html; https://www.reddit.com/r/AlaskaAirlines/comments/ymak3w/how_do_i_use_alaska_miles_for_flights_on_korean/ ). Alaska Airlines has joined Oneworld and partnership with ****** Air. The partnership strengthens their relationships and provides benefits to customers; thus, airlines need to keep the promise and be responsive in a timely manner. I opened my Alaska airline credit card, mainly to get miles to book ****** Air. Alaska is promoting a strong partnership to attract people. https://www.nerdwallet.com/article/travel/how-to-redeem-alaska-airlines-miles I was persuaded to open an Alaska Airlines credit card after I read numerous articles and promotions. https://upgradedpoints.com/travel/airlines/how-to-redeem-alaska-mileage-plan-miles/ https://thepointsguy.com/guide/how-to-redeem-miles-alaska-airlines-mileage-plan/I do not know which one Alaska Airlines, ****** Air or collectively together is responsible for the issue and resolving the issue to book the tickets, but I feel I am stuck between the two. If the system has errors, this is the negligence of the company. Alaska already recognized the issue a few months ago, at least, but the issue has not been fixed and the website does not provide correct information. This is false information that confuses and frustrates customers. In addition, if the issue comes from the communication between the two companies, this is not the partnership but suffering customers. The partnership is simply a lie. I have had good experiences with agents of Alaska Airlines and ****** air whenever I call, but they were not able to resolve the issue as it is an upper-level related matter. Simply, the website shows the availability, then customers should be able to purchase. Let me use my Alaska miles to book ****** Air. I request Alaska Airlines to purchase the same flight tickets for me if the system has an error in using the miles that I accumulated by using the Alaska Airlines credit card. My Mileage Plan Number: *********
Business Response
Date: 12/21/2022

December 21, 2022

Dear Sojung,

Thank you for your email to the Better Business Bureau regarding availability of award tickets on Korean Air. 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 do see that you have been in contact with our ************************ and they have apprised you of the situation. My apologies this has yet to be recitifed. I will share your concerns, again, with our ***************** Department.

Sojung, 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#: 8286576
Initial Complaint
Date:12/05/2022
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 father, 89, was on his way to see his wife for the last time - **** to ********.He booked a first class ticket and wheelchair assistance.I right sized bag of the proper weight and legal contents was taken from him at boarding. He is not capable of understanding what he was being asked to do or its implications - such as what were to happen to his health if medications he needs are lost.The bag was lost and we are being told it could take up to 6 weeks for the process to reach a point where it is considered lost.UNACCEPTABLE
Business Response
Date: 12/07/2022
December 6, 2022

Dear ***** and *******,

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

Thank you for taking the time to write about your Alaska Airlines flight from **** to ******** on December 2, 2022. From what you have described, this has been a frustrating experience for you and I appreciate the opportunity to address your concerns.

First and foremost, I would like to apologize for the disruption caused by this unfortunate event. In an industry where customer ********************** is a key feature, Alaska always strives to provide exceptional service to our customers. Careful handling of our guests' luggage is a critical part of our service, and it is discouraging to know that we let you down.

*******, I am sorry that you were required to check your bag for your flight, especially since you intended to carry your bag onto the plane. When our gate agents or flight crew anticipate running out of overhead bin space they may require passengers to check their luggage to avoid any delay in departure. While we appreciate your cooperation in allowing your luggage to be checked, it is disappointing to know that you have been unable to take your essential medications that were packed in your bag. I am truly sorry that your luggage has not been located.

To assist us in our search for your luggage, please visit our website, follow this link https://secure.na4.adobesign.com/public/esignWidget?wid=CBFCIBAA3AAABLblqZhAX_tJMjiGe5I52bFwEThUgKf0yrilKHd8frelBOzzznBDKN0url6vLUfehdPmRJ40*#refnumber, complete, and submit the Statement of Mishandling form within 45 days of the date of loss. Regrettably, we are unable to accept, or process claim forms submitted more than 45 days after the date of loss or damage. Along with the completed form, please submit a clear and legible Government-issued photo ID for each person making a claim.

Once you have completed this form, please submit it by fax or mail. If you cannot download this form, a copy can be mailed to you by contacting the Central Baggage Service office at **************. You may also submit the completed form and copy of your ID in a reply to this email in JPEG or PDF format. If you have any questions or need assistance in completing the claim form, please feel free to call our office or reply to this email.

Upon receipt of the completed claim form, we can begin your claim process. To expedite your claim, it is essential that you provide a detailed description of your missing contents. We look forward to hearing from you soon.

According to the remarks in your case, the ******** Baggage Service agent advised you to file a police report with the ************** since they may have access to surveillance footage. Please be assured that we will continue to search for your bag and will promptly return it to you if it is found.

***** and *******, I recognize this experience did not live up to your expectations and regret that we fell short of delivering the remarkable service that you expect from us. We hope that we will have the opportunity to welcome you and your father onboard an Alaska Airlines flight in the future, so we may demonstrate the exceptional service that you both deserve.

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

Reference#: 8223226
Incident#: PDXAS12231650
Customer Answer
Date: 12/07/2022

Complaint: 18527143

I am rejecting this response because:

They have made no effort to resolve this issue in a meaningful way.
They have caused emotional damage to my father who already has Dementia and Cancer. ******* is not capable of / can not "fill out the forms"
They have damaged my fathers health by causing him to become non compliant with this medication schedule
They have caused time loss to many members of our family who have had so take time off work to get prescriptions, talk to the incompetent Alaska Air Staff only to be asked to " fill out the form" AGAIN!
They gave me a link that does not work.

This will not go away

This is getting far worse with each non effective kicking of the can by Alaska. While ******* has dementia he also has means to get this resolved fairly and will not tolerate having his luggage confiscated while he was first to board and handicapped.

Being told a fairy tale about no room for bags when he is in First class and being treated like this is low class and not acceptable.

Sincerely,

***************************
Initial Complaint
Date:12/05/2022
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.
Worst trip/experience of my life. About this time last week I was on a flight to ******* for what I thought would be a quick layover. We (my husband and 1 year old) arrived at ****** just before 9am on Tuesday, November 29th. It was snowing and we were delayed getting to our terminal. We waiting on the tarmac for over 30 minutes. In checking our next flight we found that it had been delayed. It was originally supposed to take off around 9:40am. It had changed delays about 4 times and ultimately stated the flight was going to take off around 11am. Well, we waited and waited (with an unruly 1 year old mind you). We saw our plane land and wait on the tarmac for a while, then finally get to the gate around 11:15. As soon as the plane arrived at our gate we heard something over the loud speaker. We could not understand the individual but we heard something about our flight number. So, we went over to the gate only to hear your flight has been canceled, please go to customer **********************. No other communication. So, we rush to customer ********************** as this has already been an exhausting day. Note: we did not get any sleep from the night before due to our child and we had to leave to the airport at 4am. The customer ********************** line was extremely long and when we got there, there was only 1 customer ********************** rep helping people. After about an hour in line I finally reached a customer ********************** agent to help me get my flight changed. By that time there were no available seats on any flights that day, but I had been trying to change my flight while in line and I got a confirmation for a 9pm flight. When I stated that to the rep, she said they had double booked the seat that I was assigned to, but that she will get my on the flight since the other person had not checked in yet. She printed my ticket and handed it to me. After that I asked if there would be any compensation as we were supposed to be home by 12pm and now we had to wait until 9pm for potentially another delayed or canceled flight and this has already been hard on my family. The rep provided no help whatsoever and explained not-so-nicely that because this was not Alaskas fault, they are not responsible for providing compensation. This made me wonder, what would be considered their fault, or is this some fine print that they can get out of any compensation. By this time it had stopped snowing for a couple hours and everything was melted. I couldnt understand why all other flight carriers were taking off and landing just fine, yet Alaska had to cancel our flight completely. I understood the delay in the de-icing. I asked why it is our fault that Alaska doesnt have this figured out. Even on the Alaskas website it stated that they had flights prepared for the upcoming weather and that they had it all figured out. The rep started to get frustrated with me and started getting snarky. She stated that if we give you compensation, we had to give everyone in this line compensation. To which I replied you should. She continued to ramble about this weather is causing delays and I told her to look outside and I said what weather? Again in hadnt been snowing and I was irritated that this was the excuse when everything was melted and it wasnt snowing. She yelled at me and stated Give me back your tickets. So she was threatening to take my tickets away for the only available flight out for the rest of the day?! I was appalled! I stated no you cannot take my tickets. She started getting irate and stated she has been working here for 15 years and that she is working overtime and she shouldnt even be here, that she should be home. I couldnt believe she was escalating things as a customer ********************** rep of 15 years, when she should be helping me out. I stated I should be home by now too! I really felt like I was calm throughout the whole conversation and yet she continued to escalate the conversation. At the end of the interaction I stated that You will be losing a customer, not that you care. And she said extremely snarky No, I dont think we will. I said Excuse me, you dont think you will what? She reiterated, I dont think we will be losing a customer. What type of rude customer ********************** representative did I just encounter? Is it my problem that she is overworked? I felt attacked and vulnerable as she tried to take away my only way of getting my family home. I asked for her name and I believe she said ****. She would not provide me her last name. As I was leaving she yelled that she would be notating my account, again threatening me as much as she could. I am still extremely upset at this whole situation and I could not believe that I was talked to by an Alaska Airlines representative like this. I left in a panic as I thought she would cancel my tickets and I would have to figure out how to get home or how I was going to pay for a hotel for the night and a car to drive my family back to ******* the next day. We were also due for a snow storm that night in *******, so was I ever going to get home? All my fear and uncertainty was not helped by this customer ********************** representative. She exacerbated the issue when she should have been helping de-escalate and help me get home. I have never been so disappointed in an Airlines before with how everything was handled. Luckily my mother was able to get in contact with a rep over the phone after about an hour of being on hold (from *******). The rep was able to get us on an earlier flight that was scheduled to take off around 3:00pm that same day. She was so helpful and apologized for the earlier interaction. She stated she will also notate the account with my interaction from my perspective. I really appreciated her help and she was so extremely nice and calm. The flight that she booked for us ended up being delayed as well, but still took off at 7pm. So I was able to get home that night thank goodness! Either way, I hope that this rep **** will be talked to as she ruined my experience with Alaska and she is a very poor representation of the business. I also hope to be refunded for this experience and compensated for the food and items I had to purchase at the ******* Airport which was totaling $100.87.
Business Response
Date: 12/06/2022

December 6, 2022

Dear ******,

Thank you for your email to the Better Business Bureau regarding your experience on 11/29/2022. 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 regret that your flight was delayed upon your arrival into ******* due to inclement weather, followed by your connecting flight being canceled due to inclement weather as well. Then to top it off your rescheduled flight was delayed due to a late arriving aircraft that was delayed due to Air Traffic Control restrictions/airport congestion. I understand your disappointment in arriving to your destination later than anticipated and I am truly sorry for your experience. 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.

In your email you said that you didn't understand how flights can be canceled due to weather when the weather was clearing up and other airlines flights were departing *******. When we have weather issues that cause us to delay/cancel flights, it unfortunately can cause issues throughout the day as aircrafts and crew members are not where they were originally intended to be. We understand delays and cancelation are extremely frustrating but please know we will always try and get our passengers to their destinations as close to their original arrival time as we can.
You also mentioned that the only communication you received that your flight had been canceled was via an announcement that was made at the airport. Usually, when a flight has been canceled close to its original depart time, communication will not be sent out as our passengers should already be at the airport. You can however sign up for our trip alerts so you can receive emails or text notifying you of delays/cancelations, gate changes etc. For more information on our flight notifications, please go to www.alaskaair.com and click on Traveling with us and then Flight notifications.

In an industry where customer ********************** is a key feature, Alaska has always strived to provide exceptional service to our customers. From what you've portrayed, it is apparent that we have failed you in this regard. You have my sincerest apologies for the way our Customer ********************** agent spoke to you when getting your rebooked and that she even went as far as to yell at you and ask for your tickets back. This is completely unacceptable behavior, as you should always be treated with utmost respect, compassion and care anytime you fly with us. I understand this must have been a very frustrating and uncomfortable experience for you and I would like to assure you that your concerns will be shared with our Customer ********************** Manager in ******* for their review.
I was very happy to hear that our Reservations Agent was so nice and helpful when your mother called to get you rebooked. This is the kind of customer ********************** you should always come to except when flying with Alaska and I am pleased to share your feedback with our Reservations Supervisor for their review.

Regarding your request for a refund and the reimbursement of your meals while waiting at the airport. Because your tickets were used a refund cannot be offered. Additionally, because your flight's were delayed and canceled due to inclement weather which is out of our control, I will have to respectfully decline your reimbursement request. I apologize for any disappointment this may cause and I sincerely appreciate your understanding in this matter.

That said, as a customer ********************** gesture, I have included two Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at alaskaair.com.

********************* *****, Discount Code ECSR100CCYYB1221348, in the amount of $100

******* Share, Discount Code ECSR100CMYLB1221349, in the amount of $100

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#: 8225378
Customer Answer
Date: 12/06/2022

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:12/02/2022
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 mother purchased an airflight for my son to return to college. My son checked in and got to the airlines to board the plane and they didn't let him board. He told the airlines to give him his luggage before the airplane leaves and they refused him. He proceeded to tell them that the plane is going to take off and he needs his luggage. They said they were going to call the police on him. He was unable to board the plane and the plane left with his luggage on there, they failed to take off the luggage. There was expensive clothing and shoes in that luggage. I found out that the card used was flagged for fraud. They said they notified us. However, they only notified us an hour before the flight which we weren't aware because we were at the airport. This caused a lot of grief because we didn't have extra money to purchase another ticket. They said the fraud department was closed. Which is not ok, if they are going to mark something for fraud the fraud department should be open. My son sat in that airport from 12 something in the afternoon to 10:55 at night waiting for the next flight. Luckly my husband had points from his card to buy another ticket. On top of it Alaska didn't care nor tried to help. It took us calling over and over. But the only way they would help is if my mom showed up with her card. Mind you she was visiting for Thanksgiving from *******. She was at a niner game when I called her. She thought everything was under control and so she went home. She had to turn around while she was halfway to ******* just to come back and show her id and credit card. Then the counter guy asked her "What has he been doing this whole time?" What kind of question is that? It wasn't my son's preference to stay an airport. Now we have to wait **** days for a refund. The customer ********************** didn't care didn't try to help. This was so horrible and for my son to be treated with such disrespect. All of us were verbally disrespected.
Business Response
Date: 12/05/2022

December 5, 2022

Dear *****,

Thank you for your email to the Better Business Bureau regarding your son's experience. 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 understand your son's reservation was flagged as fraudulent. So that can further research your concerns, I will need the confirmation codes for your son's travel, date of travel and his full name.

Thank you and I look forward to your reply.

Sincerely,

*****
Customer Care Representative

Reference#: 8222551
Initial Complaint
Date:12/02/2022
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 11/30, Alaska Airlines sent me an email to request my fboarsing passes for the following morning. I did it. Wishing a couple hours they emailed me again to say they cancelled the flight and rescheduled it 2 days later. That did not work. I had a credit for the airfare and not the seat upgrade so they said they would credit the seat upgrade to my credit card and put the ticket credit in a wallet. Next day, 12/1, I went to the app to reschedule another flight WITH the credit. What they did instead was fully charge my credit card again for the new flight without giving an option on a form or payment. They did not even have a payment page. Nothing to disclose the credit. Just automatically used my credit card on file. I called and they tried to tell me they couldnt credit me back it wasnt even 10 minutes. Eventually the representative did she would credit me back. It would be in 6 different credits but I have yet to receive anything. She said since there were 2 passengers and two seat upgrades each credit would be separate. They didnt charge that way. I have a cancellation email but still no credits. Now I have to dispute this with my credit card company. Needless to say this feels like a scam and I have definitely removed my card from their access but they own me a lot of money. A lot.
Business Response
Date: 12/05/2022

December 5, 2022

Dear *****,

Thank you for your email to the Better Business Bureau regarding your refund and rebooking concerns.
I regret that your flight was canceled due to inclement weather. I understand your disappointment in not arriving to your destination and I am truly sorry for your experience. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

I understand that after your flight was canceled you did not like your rebooking options so your chose to cancel/refund your reservation. I did see that the funds used for this reservation were deposited into your wallet on 11/30/2022. You said that when you went to rebook on your app, you were not given an option to use your wallet funds and your credit card was automatically charged. When using the app to book travel you may not see all the payment options, so we always recommend using the full site option. Additionally, you do need to select your payment option and then confirm the payment before your reservation is confirmed and processed. So, because of this, your credit card was charged as that is the payment method you selected and authorized when confirming your payment/reservation. You have my apologies for any inconvenience this may have caused you.

You also mentioned that when you called into our *********************** to cancel your reservation, our Reservations Agent did not want to process a refund for you. I am very disappointed to hear this as you were requesting a refund within the first 24 hours of purchasing your tickets. I would like to assure you that your feedback will be shared with our Reservations Supervisor for their review.

Regarding the refund itself. When processing a refund, it can take 7 business day to process. When I pulled up your canceled reservation, I see that a refund of your tickets and Premium Class seat upgrades was processed back to the credit card ending in ***** today 12/5/2022. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.
As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative

Reference#: 8222597
Customer Answer
Date: 12/12/2022

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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