Complaints

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

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  Alaska Airlines

  19300 International Blvd Seatac, WA 98188-5304

• 

  Alaska Airlines

  108 5000 Miller Rd Richmond, BC V7B 1K6

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  Alaska Airlines Cargo

  1 Airport Dr # 24 Oakland, CA 94621-1466

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  Alaska Airlines

  1423 Cannonball Trl Yorkville, IL 60560-4542

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  Virgin America

  555 Airport Blvd Burlingame, CA 94010-2000

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/11/2022

  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.

  Ref#: ******* Incident#: DFWAS44431734 ********************** is confusing me with another person of the same last name and is refusing to reimburse me for carseat that Alaska Airlines damaged based on their false claim of an error on my Statement of Mishandling FORM that I submitted for reimbursement of carseat. I have never filed a claim against Alaska Airlines for damaged baggage before, and I stated on the FORM that I have never filed a claim before. My statement is true and accurate, but they are confusing me with another person of the same last name and is falsely claiming that I have filed a claim against Alaska Airlines for damaged baggage before. 1) I HAVE NOT FILED A CLAIM AGAINST ALASKA AIRLINES FOR DAMAGED BAGGAGE BEFORE. 2) HAVING THE SAME LAST NAME DOES NOT MEAN ITS THE SAME PERSON OR SAME HOUSEHOLD. 3) ALASKA AIRLINES CLEARLY DAMAGED MY CHILD'S CARSEAT BEYOND USABILITY AND THEY ARE FINDING ANY LAME EXCUSE TO REFUSE REIMBURSING ME FOR THE CARSEAT!

  Business Response

  Date: 11/16/2022

  November 16, 2022
  
  
  Dear ******,
  
  This is in response to your BBB Complaint Case #********.
  
  Thank you for taking the time to write about your damaged car seat after your Alaska Airlines flight from ***************** to ******* on September 24, 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.
  
  I am very sorry that your car seat was not returned to you in the same condition in which you had checked it in with us. We have received your response stating that your report had been mistakenly denied due to confusion with another claim filed under your same name, and I would be pleased to further review your case.
  
  We appreciate that you submitted the Statement of Mishandling Form as requested.  On the Form, you declared that no member of your household had filed a previous baggage claim within the last 5 years. 
  
  The remarks in your file state that while reviewing your case we found that you had a previous damaged baggage claim #SEAAS18263515 after your Alaska Airlines flight from ********** to ******* on December 19, 2021, for which you had filed BBB Complaint Case #********.  In settlement of that claim, you were provided compensation in the amount of $200.00 on February 17, 2022. For your reference, I have attached a copy of our response to your previous BBB Complaint Case #******** at the end of this letter.
  
  Since the aforementioned baggage claim from 2022 was not disclosed, we are unable to proceed with your case or provide reimbursement for your damaged car seat.  I truly apologize for any inconvenience this may cause you.
  
  ******, we appreciate that you have taken the time to reach out to us. 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
  
  
  
  February 17, 2022
  
  
  Dear *****,
  
  This is in response to your BBB Complaint Case # ********
  
  Thank you for taking the time to contact us regarding your travel experience. I appreciate the opportunity to address your concerns.
  
  As our guest, you have every right to expect your luggage to arrive on time and intact. I apologize for the damage to your luggage and any resulting inconveniences. 
  
  Upon my review of your damage file, SEAAS18263515, I discovered the discrepancy in the date the damage was reported. Officially, your damage file was opened on January 10th, approximately one month after your travel. Please know that this is the reason your claim was denied for compensation. 
  
  As mentioned in a previous email, if a passenger has an issue, during domestic travel, with their checked luggage, they must file a claim within 24 hours of the flight. 
  
  For future reference, damage files can be opened at your arrival airport Baggage Service Office or by calling Central Baggage Service at ***************, between 6AM and 10PM PST. 
  
  To ensure your concerns were being handled objectively, I took the liberty of reviewing your file again. While there is no documentation that the damage was reported within 24 hours of your travel, it was determined that an exception can be made due to the extent of the damage to your luggage.  
  
  Thank you for providing photos of the damage so that a fair review could take place. 
  
  Furthermore, as a one-time exception to our policy above, I have processed your payment in the amount of $200.00 USD. Your refund will be processed within 20 days and mailed to you via **** from our Accounting department. 
  
  Finally, please know that I have shared your comments with our ******* Station Managers so that we can ensure this situation does not occur in the future.
  
  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#: 7122140
  Incident#: SEAAS18263515

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18394078
  
  I am rejecting this response because: I am not the person who filed the claim you are referring to from Dec 19, 2021 nor did I receive any check from Alaska Airlines in the amount of $200. Your records clearly indicate that you did not make any such check out to me, *****************, for that amount back in Dec 19, 2021 SO AGAIN, YOU HAVE CONFUSED ME WITH ANOTHER PERSON WITH THE SAME LAST NAME AND I NEVER DID FILE A CLAIM WITH ALASKA AIRLINES EVER BEFORE SO MY BAGGAGE DAMAGE CLAIM THIS TIME IS CORRECT AND NEEDS REIMBURSEMENT IMMEDIATELY. THANK YOU
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/11/2022

  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.

  Incident Details On Nov 7th at ************** I was late for my flight due to TSA delay, and I was forced by an Alaska Air flight 343 to check my carry on. I actually argued but he quickly printed the tags and said it was no possible.In my carry on, I had a luxury purse, my jewelry pouch, luxury dresses, way more valued than my jewelry, however my rings were still high value.I was one of the first to arrive at the baggage claim area. I was in hurry to get home so I could see my kids, second reason why I didnt want to check my bags, I had also earlier that day upgraded my tickets so I could change the time of flight and arrive before my kids were on bed.After a while waiting for my suitcase, the bags stopped dropping and I saw a employee wearing a brown and yellow uniform, I dont recall the name of the company he was working for, but I moved to my right towards him to ask if theres any more luggage coming and he confirmed theres was it. Thats when I noticed my shower cap on the floor on the other baggage claim carousel, why there were two carousel for same flights I have no idea. Since he was moving some luggage from that carousel to the other one I looked again and saw my carry on, he had probably just moved it.I immediately notice the bottom of it open, partially with items halfway out. I freaked out. I was immediately concerned about my ***** purse. I went straight to the Alaska guiche to complain. I then had the strength to open and even though my ***** purse was still there, it was horrible twisted on the attempt to search for items. I calmed down and then I noticed my jewelry pouch opened, ripped, when I once placed my rings, was completely empty. They did not take any of my necklaces ( I have tiffanys, black diamonds, *******************, you name it, earrings and necklace as well) It was only stollen my rings.List of rings stollen:- Black Diamond Ring, valued $4k, I have receipt and thats probably the most valued of all - ******************** ring,

  Business Response

  Date: 11/16/2022

  November 16, 2022
  
  
  Dear **********,
  
  This is in response to your BBB Complaint Case #********.
  
  Thank you for writing about the items missing from your luggage after your Alaska Airlines flight from ****** to *********** on November 7, 2022.  I can understand your frustration that your rings were missing from your luggage and I appreciate the opportunity to address your concerns.
  
  First and foremost, I would like to apologize for the disruption caused by your missing items.  Careful handling of your luggage is a critical part of our service and I am very sorry that your valuable rings were missing and have not been recovered.
  
  It was disappointing to read that you were required to check your carry-on bag at the gate.  When our gate agents or flight crew anticipate running out of overhead bin space, passengers may be required to check their bags, and we appreciate your cooperation.
  
  I truly apologize that when you retrieved your bag the zipper was partially open, items had fallen out and your rings were missing. As you had been advised during your phone conversation and in our previous letter, jewelry is not covered according to our baggage policy and regrettably, we are unable to assume liability or provide reimbursement for the loss of your jewelry. For further information regarding Items not covered by our domestic baggage policy please visit our website at https://www.alaskaair.com/content/travel-info/baggage/baggage-claim/not-covered-limited-liability.
  
  I assure you we take reports of items missing from our passengers' luggage seriously and your missing jewelry has been included in a report sent to our Corporate Security Team.  I have also informed the ******************* Manager of the circumstances surrounding your experience at the baggage carousel and your missing items.
  
  As you had been advised during your phone conversation with our office, we recommend that you file a police report with the airport police so that if your property is recovered it may be returned to you.
  
  **********, I know that this experience did not live up to your expectations, and regret that we fell short of delivering the high level of service you expect from us. We value your business and hope we will have the opportunity to welcome you onboard an Alaska Airlines flight in the future.
  
  **********************************
  Alaska Airlines
  
  Reference#: 8139380
  Incident#: LAXAS48868979

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18393482
  
  I am rejecting this response because:

  I have filed a police report, I am building a demand letter and a civil case to file and send to this business.

  The responsibility is entirely the carriers and regardless of the stolen jewelry I had a delayed baggage and a damaged purse in the incident.

  The passenger entitled to damages when that happens and there's no desire for cooperation from the airlines.

  Within the next couple of weeks I will be taking lawful action following the incident.

   

   

   

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

• Initial Complaint

  Date:11/08/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight 284 (*** - ***) on 10/7/22 at **** Confirmation: URCRXK I had an awful flight experience on this long flight from *******, ** to **********, ** on 10/7/22. My seat was 31F, located in the back of the aircraft. The area REEKED of STRONG, OLD urine. It was so strong I was immediately nauseous upon boarding the aircraft. I thought about requesting a seat change, but it was a full flight. The other issue encountered was the window shade. I had a window seat, but the window shade was not function (would not close). I spent the entire flight being BLINDED by the sun due to not having a functional window shade to close. The flight was long, and an awful experience I hope to never have to go through again. I have been flying with Alaska Airlines for years, and have never encountered a negative experience close to this one, so I'm not sure what's going on with the lack of cleaning, overall aircraft maintenance, and attention to detail, but I was beyond disappointed to say the least. Furthermore, I contacted Alaska Airlines via their website a few weeks ago, but have not received ANY communication from them.

  Business Response

  Date: 11/09/2022

  
  
  
  
  
  
  November 9, 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.
  
  I sincerely apologize that you were unable to fully enjoy your recent flight as a result of the odor and the window shade not closing. Our goal is to fully serve our customers expectations and to provide a comfortable and safe flight for all of our passengers. For this reason, we regularly use feedback from our customers when considering how to make any process a more comfortable and convenient one. That said, I have taken the liberty of sharing your comments with the Maintenance and ********************** for their review.
  
  To make it up to you, we've included a Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.
  
  Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at alaskaair.com.
  
  *************************, Discount Code ECSR50CNYGK1057371, in the amount of $50
  
  I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 8137833 

  Customer Answer

  Date: 11/09/2022

   
  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:11/08/2022

  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 booked a reservation on Alaska Airlines to fly from ********, ** to *************, ** on November 7th, 2022, returning on the same day (confirmation code GLQVYD). My original flight that morning was cancelled. Prior to rebooking me, I made a reservation on flight 544 out of ******** at 9am (confirmation code VGTQWI). Once that reservation was confirmed, Alaska noticed me that my original flight had been rebooked to that same flight, as a result giving me two reservations on the same flight. Gate agents directed me to call customer ********************** and request a refund for my second booking (VGTQWI) as they we're already moving forward with releasing my seat. I called and did just that. As I was boarding the plane, I showed them the boarding pass for my original ticket that had been rebooked, which was scanned by the gate agent, who said "thank you" and onboarded the plane. Once the plane was full, I was told to gather my things and step off the plane. The gate agents informed me I was not on their passenger list and therefore could not board this flight. I missed the flight and was redirected to ************. Being a short trip, I lost valuable time to address the personal family matter that was the whole reason for traveling.What made this such poor experience was the rude and abusive behavior from the gate agents of flight 544 out of ********, as if I had done something wrong in this process though I did nothing but follow their instructions. In order to avoid the issue in the future, I asked why this happened, so that I could avoid doing something similar again. I have yet to receive and explanation. In addition to flying me into a city that was not my original destination, Alaska has failed to explain to me what the cause of the issue was, leaving my confused and frustrated. I believe communication to be the lynchpin of customer ********************** and that has not been the case here.

  Business Response

  Date: 12/05/2022

  
  
  
  
  
  
  December 5, 2022
  
  
  Dear Stone,
  
  Thank you for your email to the Better Business Bureau regarding your experience on 11/7/2022. 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 and then canceled due to a mechanical issue.  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.
  Upon my review I see that we sent you an email on 11/6/2022 advising you that your flight on 11/7/2022 was going to be delayed. I see that you then made a new reservation for flight 544 on 11/6/2022 to depart on 11/7/2022. We then notified you on 11/6/2022 that your original flight had been canceled and you had been rebooked onto flight 544, which was the same flight you rebooked yourself on.
  
  In your email you said that once you arrived to your flights gate, our gate agent advised you that they were showing you now had two reservations for the same flight and that you needed to call and cancel your second booking. I understand that after this was done your original boarding pass was scanned and you boarded your flight, only to be then asked to exit the aircraft due to now showing you were not booked for that flight.
  
  When a flight is canceled our system will go to work to try and find the best alternative arrangements for your itinerary. If we cannot find one, we will advise you to call our *********************** for further assistance. So, in your case our system automatically rebooked you on flight 544 but because you had already rebooked yourself on a new reservation for that same flight, our system marked your bookings as duplicates. When this happens, the oldest reservation will be canceled as we cannot have multiple booking for one passenger. I am very sorry that this was not better communicated to you by our gate agent. Additionally, if you ever find yourself in a situation where your flight is delayed or canceled and you haven't yet been rebooked, please call our ********************** at ************* and they will happy to assist.
  Regarding being asked to exit the aircraft causing you to get rebooked to ************ instead of your original destination *************. As I mentioned previously, our system will cancel out your oldest reservation and keep the newest one. So, because of this your reservation must have been in the process of being canceled as you were boarding your flight, which then alerted our gate agent. I am very disappointed that our gate agent did not handle this situation better, as they were aware of your duplicate booking. You have my sincerest apologies for how your situation was handled and that our gate agent came across so rude and unfriendly. I would like to assure you that your concerns will be shared with our Customer ********************** Manager in ******** for their review.  
  As a customer ********************** gesture, I have included a Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to 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.
  
  Stone ******, Discount Code ECSR125CRYWS431065, in the amount of $125
  
  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#: 8222984 

  Customer Answer

  Date: 12/14/2022

   
  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,
  
  Stone ******

• Initial Complaint

  Date:11/07/2022

  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.

  Hi,I am reaching out on behalf of my father *******************************. He bought plane tickets with Alaska Airlines for himself and my mother to come visit our family for Thanksgiving. They have not met our 7 month old yet, so it is a very special trip. They purchased their tickets for $265 per person, so it was not cheap. Last week on November 2nd the price per person dropped to $115 per person. My dad called to try to get a ticket credit and was told conveniently that the system was down. He was told to call back and they would give him the credit for the difference in fare. He called multiple times that day and was told the same thing. He tried calling the next day, but Alaska would not honor the fare reduction. I find it very convenient that the day of a potential $300 flight credit, Alaska's system was down all day. I also don't know why they would not be able to look up the fare from the previous day. A $300 flight credit would have meant a potential for another trip to see their grandchildren but instead they are stuck with the original egregiously high fare. Please help make this right and get my parents the credit from the airline. I have a photo of the price from that day. Their confirmation number is DQMWWG.Thank you,***********************************

  Business Response

  Date: 11/08/2022

  
  
  
  
  
  
  November 8, 2022
  
  
  Dear *********,
  
  Thank you for your email to the Better Business Bureau regarding your father's plane tickets.  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.
  
  Although we no longer have a policy of issuing a credit if the price of your ticket goes down, we will make exceptions.  Unfortunately, I am unable to issue a credit for the difference in fare, 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 ECSR100CKYSW1207277, in the amount of $100
  
  *************************, Discount Code ECSR100CSYBW1207278, 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 Specialist
  
  
  Reference#: 8133838 

  Customer Answer

  Date: 11/08/2022

   
  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:11/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alaska Airlines allowed me to purchase a flight and then did not give me a seat and allow me to board. I am a disabled veteran and the result of this was missing an important VA appointment. Alaska Airlines showed no care at all and treated my horribly. The customer ********************** lady at *********** was rude, flippant, and completely unhelpful and unsympathetic. This is a business that has no care at all for either their customers nor veterans.

  Business Response

  Date: 11/28/2022

  
  
  
  
  
  
  November 28, 2022
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your flight 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.
  If you would be so kind as to provide us with more information as to why you were not allowed to board, I would appreciate it.  Once I have more information, I would be happy to research this and get back to you.
  
  Jordan, 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#: 8130873 

• Initial Complaint

  Date:11/07/2022

  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 flew with Alaska airlines on Wednesday, October 26th, 2022. my initial flight to ******** was a direct flight, however when I arrived to the airport and headed to the front desk to ask for disability assistance as I had requested the day before due to PTSD. the woman at the counter despite my urgency to get on the flight because it was for an appointment I had that day in ********. she told me she did not care and that I would have to wait. I kept trying to explain to her what my situation was and by that point my anxiety was triggered and my PTSD unfortunately just made it worse. I was then held by TSA for a weapon that was a tiny single blade cutter that my grandmother gave me. it took them 45 minutes to get me through and by the time they were done targeting me over something so small i was told my flight had left and the only other flight was a connection to ******* and then to ********, my appointments for that day was at 11am. I did not arrive in portland after a 6 hour delay (3:30PM) due to the incredibly ignorant woman up front. not only that but i was also charged additional charges for the new flight. I have called alaska to complain about this and they just keep telling me theres nothing I can do. ive read their legal terms to them from the website. at minimum they owe me $1550 for the 6 hour delay, as listed by their delay clauses on their website!! as well as denial of disability assistance and I also want the original flight refunded as well as the additional charges made- $150 for the flight and the additional charge of $60 for their supposed help Trip number- IJJNAO member number : ********* total refund amount required by their own rules and regulations as listed on their website : $1,760 USD.

  Business Response

  Date: 11/10/2022

  
  
  
  
  
  
  November 10, 2022
  
  
  Dear ******,
  
  Thank you for sharing your comments with the Better Business Bureau regarding your recent travel. 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 accordance with the *********************************'s Air Carrier Access Act rules regarding assistance, 14 CFR Part 382, we will: 1) gladly provide transportation between gates as requested by or on behalf of a passenger with a disability if we operate the arriving flight; 2) provide assistance in moving from the terminal entrance (or a vehicle drop-off point adjacent to the entrance) through the airport to the gate for a departing flight, or from the gate to the terminal entrance (or a vehicle pick-up point adjacent to the entrance after an arriving flight); 3) provide for escorting a passenger with a service animal to an animal relief area; and 4) assist passengers who are unable to carry their luggage, because of a disability, with transporting their gate-checked or carry-on luggage (credible verbal assurance may be requested).
  
  I was disheartened to hear of your disappointing experience in Medford. I reached out to our Medford Customer ********************** Manager for more information from the agents working that day. The agent at check-in did have recollection of you approaching her at the ticket counter. She was in the middle of assisting another guest and asked you to wait until she was done and she would assist you. Unfortunately, she advised that after she was done, you were no longer there and it was assumed you proceeded on your own. While we do our best to provide prompt assistance, there are times when a short wait is necessary. Assistance is provided on a first-come-first serve basis. It may take a few minutes after checking in with an agent for someone to be dispatched to meet you and ****** you to the gate. I can assure you that the wait time is usually only a few minutes after check-in. I are deeply sorry for any misunderstanding regarding this process. 
  
  Secondly, I am sorry to hear that you were held up at TSA screening due to some items that you had with you in your carry on baggage. Regretfully, this did result in you arriving to late to the gate for boarding. To ensure an orderly and on-time departure, we require our customers to arrive and remain available for boarding at the departure gate at a minimum of thirty minutes prior to the scheduled departure time of their flight, even if the flight may be delayed or canceled. At ten minutes prior to departure, the flight should be fully boarded and our gate agent closes the flight in order to help ensure an on-time departure. Allowing customers to board late may delay the flight. Our agents ***************** any passengers who have not boarded prior to closing the flight. If the passengers do not come to the counter, they will be considered as a "no-show" and their seats will be given away. Therefore, in fairness to all our customers, we must respectfully deny boarding to any customer who arrives late at the departure gate.  Based on the circumstances of what occurred, the fees to change your ticket were appropriately collected per the terms and conditions of your ticket since you arrived to late for your flight. 
  
  I apologize if the agents were not more sympathetic to your situation. Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent that we have failed. Our employees are committed to taking great care of passengers while looking out for customer comfort and safety. We understand this was a frustrating experience for you and offer our apologies. We assure you that we have shared your concerns with the Medford Customer ********************** Manager so we can continue to improve and take better care of you next time.
  
  After reviewing your complaint, we believe we have complied with the provisions set forth in the Air Carrier Access Act (ACAA) with regard to your request for assistance to the gate, since we believe it would have been provided had you waited or someone to assist you. For future travels, we have Complaints Resolution Officials (CRO), which are trained in the Air Carrier Access Act and available as a resource, in each city that we serve. We assure you that we have shared your concerns so we can continue to improve and take better care of you next time.
  
  While we genuinely hope we have fully addressed your concerns, you do have the right to contact the ****************************************** to pursue enforcement action.
  
  As a customer ********************** gesture, we've included a Discount Code, at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.
  
  Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at alaskaair.com.
  
  *************************, Discount Code ECSR100CYYTS1207971, in the amount of $100
  
  ******, I would like to once again extend my apology for your recent travel experience. We value your feedback and, for this reason, we regularly use customer comments when making considerations for future improvements or enhancements. That said, I am confident that on a future flight you will enjoy the high level of service that Alaska is known for and that you deserve.
  
  Sincerely,
  
  
  
  *****************************
  Manager, Customer Advocacy
  
  
  Reference#: ******* 

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18367411
  
  I am rejecting this response because of the incorrect information you were given by your associates. I was not told to wait, I was told it was not the kiosk assistants problem. I was targeted by *** and have everything recorded on voice memo and video. I am incredibly disheartened and will be seeking additional assistance to resolve this in the manner I feel is most fair. I have flown many times with your airline and the physical and emotional duress caused by your airline and the *** at *************** caused me to have a panic attack and triggered my PTSD. I have all of the information I need to make sure this never happens to anyone again. you very much violated the terms and conditions set by your company as well as denied assistance to a disabled person. The "weapon" you so claim was the reason why I was late to my flight is absurd. I kept telling every person I came in contact with that my name was being called to board and was even allowed to cut in line by other people flying that day. The employee who ignored me and said it wasnt her problem and that I should talk to *** was at fault. I was told to check in at the check stand kiosk and then I was denied that help. I expect at minimum a full refund for my original flight.
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/02/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a car rental for a trip using the Alaska Airline milage site using my Alaska Airlines credit card held by **** of America. I was charged an initial ******. After returning the vehicle damage free and full of fuel I was charged a final invoice of ******. Since I received a "final invoice" I figured that was my total charge but the original ******+ was never credited. I contacted customer ********************** and was told that I elected additional coverage. I specifically declined additional coverage and the agent had me sign on a signature pad at the counter. I did so assuming my choice of NOT purchasing additional coverage was honored. When disputing the claim Alaska responded that I signed a receipt for additional coverage so there was nothing they could do.This is absolute fraud. I am so disappointed that Alaska Airlines promotes and partners with such a deceptive company.

  Business Response

  Date: 11/02/2022

  
  
  
  
  
  
  November 2, 2022
  
  
  Dear ********,
  
  Thank you for your email to the Better Business Bureau regarding the additional fee you were charged when renting a car thru CarTrawlers.  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.
  
  At Alaska, we take pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan members. As a substantial part of our business involves the Mileage Plan program, we have a vested interest in seeing that you enjoy a pleasant and smooth interaction with our partners. On behalf of Alaska and the Mileage Plan, I regret the recent unpleasant experience you encountered when patronizing ************. As we choose our business partners carefully and are always interested in receiving feedback such as yours regarding your experiences with our partners, I have shared your comments with our Customer Loyalty and Marketing Programs Director.
  
  ********, 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#: 8117665 

• Initial Complaint

  Date:11/01/2022

  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 some flights through Alaska Airlines in 2021 and had to cancel the flights due to COVID. At the time that I purchased the tickets, I understood the fares to be eligible for credit but not for refund. These were due to an unforeseen circumstances, but customer ********************** said that they would not credit me for the tickets I purchased.I also understood that due to the unusual time we are in, that airlines were allowing exceptions. I have been a long time Alaska Airlines customer and I have never had this type of rude customer **********************. I am just asking for my money to be credited to my account, not refunded.The other passengers coming with me got severely sick with COVID and was out of work for 3 weeks and barely recovered. We cancelled the entire trip with hotels, cars, and everything else. Everyone else was forgiving about the situation. My recent trip to ****** was cancelled due to caution. Confirmation numbers - ZAEYSR, XZBJTW, GPMMCH

  Business Response

  Date: 11/02/2022

  
  
  
  
  
  
  November 2, 2022
  
  
  Dear May,
  
  Thank you for your email to the Better Business Bureau regarding your expired residual value certificates.  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 able to find the unused tickets for XZBJTW and GPMMCH but not for ZAEYSR.  If you could provide me with the passenger's name and dates of travel I will be happy to see what i can do for you.
  
  May, 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#: 8117497 

• Initial Complaint

  Date:10/29/2022

  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 have a balance in my Alaska Airlines "wallet" because Alaska was asking passengers to voluntarily cancel their flights because the planes were not de-icing due to inclement weather. Now there seems to be a deadline to use the miles or I lose my money. That doesn't seem fair, given that Alaska was asking people to cancel their flights. I don't have anywhere to go and would like for the balance to be available in full until I do have somewhere to go. Or I would like a full refund.

  Business Response

  Date: 10/31/2022

  Tell us why here...Letter sent to BBB:
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your unused, non-refundable ticket.  Our records indicate that you have already been in contact with our ************************ and an exception was made to refund your ticket.  You should see the credit within 7 days of your correspondence with *** in Customer Care.
  
  Thank you for writing.
  
  Sincerely,
  
  ***********************
  Customer Care Specialist
  
  Reference:  7002792