Business Profile

Airlines

Alaska Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

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

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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:12/01/2022
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 *********** in July 2022 for a flight on December 1, 2022, using my miles. **** the flight was canceled at 7pm on November 30, 2022, I sat on hold for two hours without getting any help so I rebooked for the only available flight with comparable or better seating than I had. I had paid extra for extra legroom as I have osteoarthritis. After texting for 45 minutes, I finally got a comparable seat on a flight two days later than my original flight AND they charged me an extra $66 dollars compared to my first booking. Seems like they are taking advantage of a bad situation to institute surge pricing.
Business Response
Date: 12/05/2022

December 5, 2022

Dear *****,

Thank you for your email to the Better Business Bureau regarding your flight that was set to depart on 12/1/2022. 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 canceled due to inclement weather causing you to get rebooked for 12/3/2022. 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.
I am very sorry to hear that you were on hold with our *********************** for over two hours causing you to hang up and rebook yourself online. At Alaska we believe there is never an excuse for poor service. While we understand the importance of providing quick, convenient service from our ***********************, holiday travel and inclement weather etc. can 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.
In your email you said that you were charged an additional $66 after your flight was rebooked. Upon my review I see that you used miles so there wasn't an addition change when rebooking as you had already paid the taxes when you first booked your ticket. Additionally, a refund of $5.60 was issued when you canceled the return portion of your mileage ticket. I did see that you paid to be seated in our Premium Class. The first time you were charged $278.98 for your Premium Class seats for your flights on 12/1/2022 and 12/09/2022. Then you rebooked your flights and the $278.98 was refunded. You were then charged $78.99 for your seat upgrade but then again, your flight was rebooked and the $78.99 was refunded. So, after your last rebooking you were charged $123.99 to be seated in Premium Class and that charge was not refunded as you did travel in our Primum Class.

With that said, I do not see where you were charged an additional $66 after you were rebooked and the additional charge of $123.99 cannot be refunded, as you were seated in our Premium Class. I am very sorry for any disappointment this may cause and I sincerely appreciate your understanding in this matter.

*****, 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 Representative

Reference#: 8222416
Initial Complaint
Date:11/27/2022
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 November 18, 2022 I purchased a round-trip ticket online from Alaska Airlines for the amount of $1114.23, confirmation number UEUQNH. This ticket was for a round-trip ticket from ********* ********** to ******, **. When I purchased the ticket it was for full purchase price- not a special fair. Being that it was not a special fair, it should have been deemed as refundable. Today, 11/27/22, due to an illness; I am unable to travel. Therefore , I asked for a cancellation of the trip and that the payment for this ticket be refunded to me. I was informed by the agent that I had to take a credit, that my payment could not be refunded to my credit card. I protested, letting the agent know that this was a full fare payment, not a special fare payment and should be reimbursable. In spite of my protests, she refused to reimburse me my money. I feel that this is a scam and that my money has been stolen from me. I feel it should be returned to me by reimbursement to my credit card.
Business Response
Date: 11/28/2022

November 28, 2022

Dear ******,

Thank you for your email to the Better Business Bureau regarding a refund for your unused ticket. 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.

To suit the travel needs of a diverse customer base, ******************** offers a wide variety of fares, from value-oriented, advance-purchase fares that come with certain restrictions, to our full flex fares, which carry little or no restrictions. The number of tickets sold at each fare level is carefully managed by the airline to ensure the fine balance between competitive fares that offer a good customer value and providing for a margin of profit. To allow for a reasonable margin of profit on each flight, an airline will generally have certain guidelines and restrictions for tickets available at each fare level, such as an advance booking requirement, minimum or maximum stay, or season-, date-, time-, or flight-specific availability. In most cases, the lower a fare is, the more restrictive the associated guidelines may be. I am sorry that your ticket was not refundable. Unfortunately, we are unable to refund a non-refundable ticket.

******, 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#: 8189308
Customer Answer
Date: 11/28/2022

Complaint: 18468644

I am rejecting this response because:

I paid for the full-flex ticket and not for a saver ticket. I purchased tickets only 10 days before travel knowing it would not be a saver ticket due to the unexpected death of my brother and the necessary travel to go to his sudden funeral. I did not expect to get the flu that is preventing me from this travel, but did not worry because I felt assured that I paid full-price get this ticket in the amount of $1114.23, should I be unable to travel for whatever reason. That is a lot of money for an elderly person on a fixed income of social security. I wish I could go but cannot at this time and I cannot afford to pay for this on my fixed income. To continue to try to take it from me is elderly robbery. I fell I should be refunded for the unused tickets.

Sincerely,

************************************
Business Response
Date: 12/14/2022
December 14, 2022

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.

In reviewing your ticket, you did not buy one that is non-refundable. My apologies for any confusion. I will not be able to refund your ticket purchase.

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: 12/14/2022

Complaint: 18468644

I am rejecting this response because:I am still unsatisfied with the service and this rejection of my complaint. I paid top dollar and not for a saver ticket to travel to my brothers funeral. I felt, at the time of purchase that I did not want to be stuck wiring the cost of the ticket in case I got sick, at my age, 75. Thinking I had a flex ticket I did not purchase the insurance. I did not plan on catching the a severe case of the flu rendering me unable to travel. I would have rather have went to my brothers funeral. I ask that Alaska Airlines honor my request for a refund. That would be the honorable and fair thing to do.

Sincerely,

************************************
Initial Complaint
Date:11/24/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We flew from Maui to ****** ******** on 11/18/22 We paid for business class seats They broke my golf club driver and they wont replace it
Business Response
Date: 11/29/2022
Tell us why here...November 29, 2022

Dear *****,

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

Thank you for writing about your Alaska Airlines flights from Maui to ****** on November 19, 2022. From what you have described, I certainly acknowledge that this has been a very frustrating experience for you and I appreciate the opportunity to address your concerns.

Alaska genuinely cares about providing you with a safe, efficient, and friendly travel experience. We pride ourselves on our longstanding reputation for providing extraordinary customer ********************** to our guests. Based on the circumstances you have described, it is clear to me that we have fallen short of expectations, both yours and ours.

I am very sorry that your golf club driver was damaged during your flight. When passengers discover issues with their baggage, a report must be made within 24 hours of their arrival. The remarks in your case state that since you traveled on November 19th but did not report the damage until November 21st, we were unable to provide compensation for your case. Further information regarding Baggage Issues may be found at https://www.alaskaair.com/content/travel-info/baggage/baggage-claim/delayed-damaged-missing.

For your future travels, please be advised that Alaska is unable to assume liability for damage to sporting equipment, including golf clubs. Please visit our website for further information under Rule 15. J. at https://www.alaskaair.com/content/legal/contract-of-carriage/rule-15. I sincerely apologize for any inconvenience caused by the damage to your golf club.

We value your feedback and your comments have been shared with the ************** Manager to help find ways to improve baggage handling and prevent damage to your luggage going forward.

In researching your case, I was pleased to find that ******* had been sent a $75.00 Discount Code by our ************* Team under case #*******. However, I found that the email had been sent to the incorrect email address. For your convenience, I have attached a copy of that email at the end of this letter.

*****, I know that this experience did not live up to your expectations, and regret that we fell short of delivering the reliable and remarkable service that you expect from us. We value your patronage and it is our hope that you will choose to fly with Alaska Airlines again in the future, so we may demonstrate the high level of service we are known for and that you deserve.

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

Reference#: 8163332
Incident#: DENAS02094396
Initial Complaint
Date:11/18/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased Alaska flight from ******* to ********** for $201.60 Confirmation code SZKYIP. Leaves ******* at 5:40pm on 11/15/2022 and lands in ********** at 7:29pm but due to family medical emergency I had to change my flight for an earlier time, so I paid extra $53 to change it to flight that leaves ******* at 10:45 am on 11/15/22 and lands in ********** at 12:42 PM so I could take a flight from ********** to *******. So, I paid total of $254 for this flight. But the flight was delayed, and I missed my flight from ********** to *******. I called customer ********************** and I was put on long holds and no answer. how is it fair for the customer who paid more than $400 for the emergency connecting flight that they booked but missed because of Alaska airlines delay. This entire situation has been frustrating and disappointing. I want my full refund back.
Business Response
Date: 11/29/2022

November 29, 2022

Dear *********,

Thank you for your email to the Better Business Bureau regarding your recent flight from ******* to **********. 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 was delayed due to mechanical issues. 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. Unfortunately, we are unable to refund a fully used ticket.

*********, 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#: 8193689
Initial Complaint
Date:11/18/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 19, 2022 at approximately 7:43 PM I purchased an airline ticket by mistake through ****** Flights. When I realized the charge on my card on the same day June 19, 2022 I immediately contacted ****** to terminate the transaction and informed ****** that Alaska Airlines never provided my confirmation number for me to cancel the purchase. ****** said that Alaska Airlines would honor my cancellation rights for the flight. At 9:16 PM on June 19, 2022 I informed Alaska Airline to terminate the flight but I received no response. When Alaska Airlines failed to terminate my flight within the allowed 24 hour period. Alaska Airlines refused to honor the 24 hour cancellation period, therefore my credit card credited the account based on the evidence I had provided. 5 months later, On November 16, 2022, Alaska Airlines at 6:40 AM held my November 16, 2022 flight for ****** until I had paid the disputed amount of $94.10 which I had successfully disputed. I was forced to pay a prior dispute despite the evidence which proved my dispute was valid 5 months prior. This is unethical business behavior.
Business Response
Date: 11/21/2022

November 21, 2022

Dear *******,

Thank you for your email to the Better Business Bureau regarding your ticket purchase on June 19, 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 was very sorry to hear of the problems you had with your ticket purchased thru ****** Flights which caused a problem with your flight on November 16. In reviewing your reservation for ***** we do not show a record of your flight being canceled. You disputed the charge with your bank and they returned your funds. However, our records state it was never canceled and therefore we were owed the $94.10 from your ticket. Unfortunately, you were required to pay the money owed prior to taking your flight in November. My apologies, but you will need to contact ****** Flights as they clearly did not cancel your reservation.

*******, 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#: 8169747
Customer Answer
Date: 11/21/2022

Complaint: 18433656

I am rejecting this response because:

I have provided evidence that the flight was cancelled in line with the company policy. Theres no reason not to honor considering the evidence proving the validity of my following the company policy.

if your records failed to be captured correctly there is no reason to justify penalizing the customer and rejecting the evidence provided.

your practices are unethical considering I provided all of the necessary information proving I followed the policy.
Sincerely,

*************************
Business Response
Date: 12/01/2022

December 1, 2022

Dear *******,

Thank you for your email to the Better Business Bureau regarding your ticket purchase on June 19, 2022.

I understand you feel that you should not have had to pay the $94.10 that was disputed through your bank. As Adora previously advised, because we had no record of your flight being canceled, we were still owed the $94.10 that you were originally charged for your ticket. Additionally, due to the terms and conditions of our Saver Fares, these tickets are non-refundable.

So, unfortunately because you booked your travel through ****** flights and they failed to cancel your reservation, any reimbursement would have to be issued through them. You have my sincere apologies for any inconvenience this may cause and I sincerely appreciate your understanding in this matter.

Than you and have a wonderful day.

Sincerely,

*****
Customer Care Representative

Reference#: 8169747
Customer Answer
Date: 12/07/2022

Complaint: 18433656

I am rejecting this response because:I showed proof of cancellation within the policy. The response is disregarding the proof of cancellation per their policy.

Sincerely,

*************************
Initial Complaint
Date:11/16/2022
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.
Dear BBB,Re. Alaska Airlines denial of responsibility to compensate reasonable, actual, and verifiable expenses for baggage delayed After numerous letters and phone calls, Alaska Airlines has refused responsibility to follow the Montreal Convention to reimburse passenger for delayed luggage, which occurred on a flight on October 1st while flying on Alaska Airlines and their partner carrier **** Airways. The baggage was delayed twice while in Alaska Airlines possession between October 1st and October 4th. The baggage was not received by the passenger until the morning of October 9th. (Please see below for timeline). I am seeking compensation for items that were reasonable, actual, and verifiable during the delay in the amount of amount of ******* USD.Neither airline is taking responsibility. Alaska Airways has stated numerous times in phone calls and letters that is not responsible for compensation. Since my ticket was purchased through Alaska Airlines, the baggage delay occurred twice while Alaska Airlines was in possession of my baggage at the *** baggage office, and **** Airways is refusing responsibility, I am holding Alaska Airlines responsible for compensation.I would like support from the Better Business Bureau to mediate the situation and avoid legal measures.Thank you for your support,***********************
Business Response
Date: 11/22/2022
November 22, 2022

Dear *****,

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

Thank you for taking the time to write about your Alaska Airlines flights from ********* to ************* on October 1, 2022. From what you have described, I certainly acknowledge that this has been a very frustrating experience for you and I appreciate the opportunity to address your concerns.

First and foremost, I would like to apologize that your luggage did not arrive at your final destination, and regret any inconvenience you experienced surrounding your delayed baggage. It was disappointing to learn that you felt that Alaska had denied responsibility for reimbursement of your expenses for purchases made while waiting for your luggage and that you were given conflicting information regarding which airline was responsible for compensation.

In accordance with industry regulations, it is the passenger's terminating carrier who is responsible for handling all baggage claims to conclusion. The purpose of this is to facilitate the settlement of the baggage claim and to eliminate duplication in handling. Since you have filed baggage claim #VLINF12227 with **** Airways, please continue to remain in contact with them regarding your claim. As stated in our previous letters, since **** Airways was your terminating carrier to your final destination and you have filed a claim with them, you had been advised to contact **** Airways for any reimbursement related to your delayed luggage.
Tonio, please accept my sincere apology for any inconvenience you experienced. As a customer ********************** gesture, I am including a Discount Code for future travel on Alaska. 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 Airlines 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 (eCert code) ECSR250CXYWM326539 in the amount of $250.00.
Tonio, I recognize your experience did not live up to the level of service that we strive to provide and regret that we fell short of delivering the remarkable service that you expect from us. We value your loyalty as an MVP Gold member of Alaska. We look forward to welcoming you onboard another flight in the future, as I am confident we will provide you with the customer ********************** we are known for and that you deserve.

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

Reference#: 8049201
Incident #: SFOAS39440112
Customer Answer
Date: 11/22/2022

Complaint: 18413777

Dear ****** and Alaska Airlines Customer Care,
Thank you for responding to my BBB complaint in timely and responsive manner.
Unfortunately, your suggestion to follow up on this Alaska Airlines baggage delay with **** Airways has been met with rejection of responsibility. They have refused to follow the terms outlines under the Montreal Convention for compensation. I have come to a dead end with **** Airways.
I did not expect that this customer ********************** nightmare that severely impacted my vacation would end with me trying to mediate between two airlines. I would like to avoid legal measures and retain good relationships with Alaska Airlines, which I have been a loyal MVP Gold customer for the last decade.
To resolve this issue, I am hoping Alaska Airlines would accept partial responsibility for this baggage delay by offering a customer care voucher for 600, half of the amount of fees encountered during the week that I was without my luggage. This gesture would allow me to put closure on this event and know that Alaska Airlines stand by their commitment to customer care.

Sincerely,

***********************
Initial Complaint
Date:11/16/2022
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 purchased a ticket on 11/11/22 for a flight on 11/12/22. I bought the ticket in the evening on Priceline and was informed that it was an Alaskan flight. I went to the airport the next morning and had issues checking in at which point I was referred to the counter at Alaskan airlines. They employee said I would need to contact priceline. I contacted priceline and after being on hold for an extended period they referred me back to Alaskan which told me I wouldnt make it to my gate in time for the flight and would need to rebook or I could get a refund since I had purchased my ticket not even 14 hours prior. She told me to call customer ********************** which I did and then was informed that they have no intention of refunding my money and I didnt travel with them.
Business Response
Date: 11/16/2022

November 16, 2022

Dear *******,

Thank you for your email to the Better Business Bureau regarding your unused ticket.

Due to the fact that you canceled travel less than 24 hours after booking it, you are eligible for a refund. Unfortunately, Priceline voided your ticket so we do not have the funds. You will need to contact them. If they decline a refund, please dispute it with your bank.

Antonio, 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#: 8156120
Initial Complaint
Date:11/15/2022
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 Reference#: ******* I flew with Alaska, when I reached ************* my checked in bag was damaged and ripped open my stuff was literally thrown off and damage was made to my personal items. I asked the person there they said we cant do anything right now and I can file your complaint online and he told me I had a certain duration until when I could have filed he brought up the online form as well that mentioned that. So I left with hundred of dollars worth of stuff destroyed. I file the complaint they deny me that you didnt tell us on the day itself and it was out of the duration and that things don't get damaged in our airline. I was in shock first you damage my stuff tell me and I showed them what was mentioned on the form itself and then say we won't help you. You guys are cheats and are robbing people with your extremely poor service. I hope nobody travels with Alaska. They literally denied firstly based on timeline then when I responded back on the form and what the person said. They twisted it around and then added that items don't get damaged, how and why you mishandled my stuff and then just ignored my complaint I properly filed everything but you just didn't want to take accountability for the horrible service. This is horrible, I felt like a I am being cheated and lied to
Business Response
Date: 11/18/2022
November 17, 2022

Dear ********,

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

From what you have described, I certainly acknowledge that this matter has been very frustrating for you, and I appreciate the opportunity to address your concerns.

Alaska Airlines always strives to provide exceptional service to our customers, and careful handling of your luggage is a critical part of our service. It is discouraging to know that we let you down, for this I do apologize. We never intend for our guest travel experience to end with dismay. It was disappointing to learn that your bag was damaged on your trip from ******* to ***** on July 9, 2022.

To ensure your concerns were being handled objectively, I took the liberty of reviewing your file again personally. Upon my review, I discovered a discrepancy in your reporting process. Your signed Statement of Mishandling form, which was received in our office on August 16, 2022, states you were unable to find an agent at the ************* and had to leave immediately to catch an Uber so you wouldn't miss your appointment, but I read in your email that the airport agent advised they could not assist you and you needed to file a claim online for further assistance.

As previously advised, if a passenger has an issue during domestic travel with their checked luggage, they must file a claim within twenty-four hours of the flight at their arrival location. If you are unable to file a claim in person we allow our guest the opportunity to file a claim over the phone by contacting our Central Baggage Department at ************ 6 AM- 10 PM PST. The Statement of Mishandling form you filled out is the next step in the claim process after you have filed the initial report.

********, while I am disheartened to hear you are unhappy with the service you received, we do have to abide by certain guidelines and procedures to ensure the service each guest receives is consistent and fair. For this reason, I must concur with my colleague's decision to deny further consideration regarding your damaged claim.

Finally, please know that I have shared your experience with our Station Managers so that this situation can be reviewed for training opportunities. We want to ensure this information is always communicated clearly to our guests at the first point of contact.

While I would like to provide additional assistance in this matter, I am afraid that I am unable to assist you further. We value your business and hope you will give us another chance as an airline. I am confident that you will experience the service that Alaska Airlines is known for and that you deserve.

Sincerely,

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

Reference#: 7942085
Incident#: BOIAS71000108
Customer Answer
Date: 11/18/2022

Complaint: 18405043

I am rejecting this response because: The Alaska airline person didn't not mention the 24 hour deadline and the email didn't as will this is the first time I am hearing about the telephone option. So it's clear that this airline only know how to spoil peoples stuff and not own up to it. You can always create guideline when you make the mistake and want to avoid it

Sincerely,

*************************************
Initial Complaint
Date:11/14/2022
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 Oct 6 2022, my girlfriend and I flew back to ******* from *********** on Alaska Airline Flight ****. Upon retrieving our luggage from the baggage claim, we noticed that one corner of our Rimowa luggage, including one of the wheel, had broken off. Ironically, we actually had the Alaska placed their 'fragile' sticker on the luggage when checking it. We immediately raised the issue with Alaska's baggage service counter, who took photos of the damage and opened a claim (incident number SEAAS28375916).We had Rimowa evaluate the damage and provided a signed statement that the luggage is unrepairable and the replacement value is $1050 + tax. Despite having the assessed value, Alaska is claiming that because we weren't able to reproduce the original purchase receipt (the luggage was received as a gift), that it has to cap their liability at $200.When I asked where that limitation of liability is stated in their Contract of Carriage, Alaska was not able to provide it. Alaska had gotten in trouble previously for unlawfully limiting liability for damaged baggage (*********************************************************************************************************************************************************************************************) in their policy. Alaska also couldn't offer an alternative solution for this type of situation when the item was received as a gift. **************************** regulation only states that "when the damage to the bag cannot be repaired, airlines will negotiate a compensation amount based on the value of the bag and its depreciation." I assert that ******'s assessed value is sufficient proof of the the bag's value. What we're seeking:1. Explanation on why Rimowa's assessment is not sufficient proof of value 2. Compensation based on the actual assessed value of the bag
Business Response
Date: 11/21/2022
November 16, 2022

Dear *****************,

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

Thank you for taking the time to write about the damage to your luggage after your Alaska Airlines flight from *********** to ******* on October 6, 2022. From what you have described, this has been a frustrating experience for you and I appreciate the opportunity to address your concerns.

I can certainly understand your disappointment that your luggage was damaged when you retrieved it from baggage claim after your flight, especially since you had labeled your bag with "fragile" stickers when you checked it in with us. We appreciate that you reported the damage to our Baggage Service Office and submitted the Statement of Mishandling Form as we had requested.

A review of your file found that on October 9th we had offered to send you a replacement bag from our third-party vendor Traveler's Choice which you declined. You stated in your response that you had borrowed the luggage from a friend and needed to obtain an equivalent replacement for her and felt that the Traveler's Choice selection did not offer a suitable replacement.

Since you had declined replacement from Traveler's Choice, we provided reimbursement for the maximum amount of $200.00 for claims without a purchase receipt. In your October 23rd letter you stated that you were unable to provide a purchase receipt since the bag was a gift purchased in ******. We appreciate that you included a letter from ****** stating the replacement cost of $1,050.00 for your bag, however, as stated on the instruction page for the Statement of Mishandling Form, "Receipts are required for all items over $200.00 USD".

I apologize that since you are unable to submit a purchase receipt for your luggage, we are unable to provide compensation based on the assessed value of the bag. If you would like us to cancel the reimbursement paid on November 6th in the amount of $200.00 in lieu of our initial offer of a replacement bag from Traveler's Choice, please advise us in a reply to this email and I will cancel the payout and send you the information to obtain your replacement.

*****************, I realize that this experience did not live up to your expectations, and regret that we fell short of delivering the reliability and remarkable service that you expected. We hope that you will choose to fly with us again in the future, as I am confident that we can provide you with the customer ********************** we are known for and that you deserve.

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

Reference#: 8051560
Incident#: SEAAS28375916
Customer Answer
Date: 11/22/2022
Complaint: 18399345

I am rejecting this response because:

I appreciate your reponse, but I don't think the issue has been resolved.

The offer of Traveler's Choice luggage as a equivalent replacement for a Rimowa luggage seems to suggests Alaska may not be understanding the disagreement here. I'm willing to accept a functionally working Rimowa luggage in similar conditions as the one that was damaged, but to equate Traveler's Choice to Rimowa is akin to giving a customer who has paid for First class ticket an economy seat and saying the two are equivalent because it's a seat on the same plane.

I also dispute the use of instructions on a claim application as a limit on liability. The form is not a legal doc and is not presented to customers during the ticketing process. The limitation needs to be part of the contract of carriage to be valid, and I think doing so will draw scrutiny. To quote DoT's guidance here (********************************************************************************************************): "We remind carriers and the public that for domestic transportation, 'an air carrier shall not limit its liability for provable direct or consequential damages resulting from the disappearance of, or damage to, or delay in delivery of a passengers personal property, including baggage, in its custody to an amount less than $3,500 for each passenger.' 14 CFR *****. The ****************** has long interpreted this section as precluding any lower arbitrary limits on the amount of reimbursement for damages resulting from carrier actions."

Finally, if the Rimowa's evaluation isn't sufficient proof of value, then please provide Alaska's proposal for how else we're supposed to prove the value if the item was a gift and we are not the original purchaser.

Sincerely,

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

Business Response
Date: 12/07/2022
December 7, 2022

Dear *****************,

Thank you for your continued communication with Alaska Airlines regarding your BBB Complaint Case # ********. I have received your reply to our response and I wanted to assure you that I value your input.

It was disappointing to learn that you felt that our offer of your choice of a Traveler's Choice bag was an unacceptable replacement for your Rimowa bag due to the difference in quality. We acknowledge the variance in brands, however the replacement was offered to accommodate a prompt resolution to your case for your convenience.

I regret that you disputed the instructions stated on the Statement of Mishandling Form (SOM). Please be advised that as stated in our Contract of Carriage, "By purchasing a Ticket or accepting Domestic Carriage or International Carriage on Alaska [...], the Passenger agrees to be bound by all the terms and conditions of this Contract of Carriage [...]". For further information, please visit our website at Contract of carriage - Alaska Airlines. As described on the instruction page for *******, receipts are required for all items over $200.00 USD.

I am very sorry that although you have supplied a statement from Rimowa stating that the replacement value of your bag was $1,050.00, unfortunately, as previously advised, the maximum compensation without a copy of your purchase receipt is limited to $200.00 as we provided on November 6th. In your letter dated October 9th, you stated that you had borrowed the luggage from a friend and needed to obtain a replacement for her. To obtain reimbursement for an item for which you are not the original purchaser, passengers may reach out to the donor of the gift to request a copy of the receipt. I apologize for any inconvenience caused by your baggage experience.

*****************, I am sorry that we are unable to provide the resolution that you hoped for. While I would like to assist you further, we must consider your case closed. We value your patronage and look forward to welcoming you on another Alaska Airlines flight in the future, so we may demonstrate the high level of service we are known for and that you deserve.

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

Reference#: 8051560
Incident#: SEAAS28375916
Customer Answer
Date: 12/16/2022

Complaint: 18399345

I am rejecting this response because:
Thank you for responding to the complaint.

>> Passenger agrees to be bound by all the terms and conditions of this Contract of Carriage
I wasn't disputing the Contract of Carriage. My assertion is that the instructions are listed in ******* and NOT the Contract of Carriage. The Contract of Carriage contains no reference to ******* at all. So unless you can point to a similar policy statement that mentions passengers are bound by the conditions of SOMl, the statement you referred to is not applicable.

Since my last response, Rimowa client care has offered to speak to Alaska representatives to provide the price and date of the original purchase. I passed the offer to Alaska customer ********************** 2 weeks ago and they have yet to respond. ****** thus has provided me with a signed statement that states that our luggage was purchased in 2017 with the original purchase price of $850 + tax. I have attached that statement in this response. I strongly believe that this undisputedly satisfies the criteria for "the documented original purchase price" spelled out in the Contract of Carriage.

If Alaska still disagrees, then I will leave it to the court to make that determination.

Sincerely,

***************** ****
Business Response
Date: 01/14/2023
anuary 14, 2023

Dear *****************,

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

We have been advised of your rejection of our response and I appreciate the opportunity to address your concerns. We recognize that you have submitted a letter from Rimowa regarding the value of your luggage. Unfortunately, as previously advised, we require a copy of the original purchase receipt and are unable to provide further reimbursement. As stated on the Statement of Mishandling Form, receipts are required for all items valued over $200.00. The letter that was submitted from ****** stated the assessed value of the luggage but since we have not received a purchase receipt, we are unable to provide reimbursement based on the letter.

On October 9, 2022, we offered you a choice of replacement luggage from our third-party vendor Traveler's Choice. However, you replied that you had borrowed the luggage from a friend and needed to obtain an equivalent replacement for her and therefore declined our offer of a Traveler's Choice replacement.

I regret that you were not satisfied with the settlement of your claim, however, as advised in our letter dated January 9, 2023, we must consider your case closed. We value your patronage and look forward to welcoming you onboard another Alaska Airlines flight in the future.

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

Reference#: 8051560
Incident#: SEAAS28375916
Customer Answer
Date: 01/16/2023

Complaint: 18399345

I am rejecting this response because:
The remedy does not resolve the matter to our satisfaction.
For BBB: We have decided to pursue this through small court claim. I'd like to provide an update after the court decision to hopefully help others learn from our experiences. Are we able to keep this complaint open until then or can I submit a follow up afterward once the court decision is completed. Thanks!

Sincerely,

***************** ****
Initial Complaint
Date:11/13/2022
Type:Order 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 signed up and has paid for several Alaska Flight passes. I was reminded by my sister that I had signed up for the passes, so I called to hear the status of them. I was advised that I didnt have any because they werent used within a certain amount of time. I then requested to speak to a manager AND was given the same response. When I initially signed up, my intent was to use them as they were applied to my account. However, since the initial signing up for the passes my mother was diagnosed with Alzheimers. I have not been able to leave her home as I have in the pass. I explained the situation to the representative but was advised that there was nothing they could do nor was there anything anyone could do.Im requesting an extension to be able to use the passes Ive already paid for. Mileage#: *********
Business Response
Date: 11/14/2022

November 14, 2022

Dear ******,

Thank you for sharing your concerns regarding your Flight Passes with 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 very sorry to hear that your Mom was diagnosed with Alzheimers and you have not been able to leave her. I truly wish there was something I could do for you but unfortunately, there is no way to extend or replace them once they have expired.

******, 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#: 8151396
Customer Answer
Date: 11/15/2022

Complaint: 18399139

I am rejecting this response because: I dont believe theres nothing that can be done. Is this how your customers should be treated? Hopefully youll never have a crisis in your life. The public should know how Alaska Airlines treat their paying customers.

Sincerely,

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

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