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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:10/28/2022
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 flew Alaska Airlines flight 61 from ******* to *********** on 9/17/22. I flew first class and had 5 checked bags, which I paid an additional $200 for. When I arrived in ******* a case of wine I had checked arrived at the baggage claim completely smashed. The outer shipping box was half missing, more than half the bottles were gone, and the remainder were smashed and soaked in wine. The entire mess was in an Alaska airlines plastic bag.The Alaska gate staff (Rose) assured me this would be a covered claim and began a claim request. The smashed box was thrown in the trash. After I arrived home a week later I received a request from Alaska baggage services for documentation for the claim. I completed and copied, then mailed, more than 15 pages of forms and receipts Alaska was requesting. A couple weeks later I received an email asking for a copy of my legal ID, so photographed and sent my ******** driver's license to them.On 10/18/22 I received an email saying the claim was being denied since wine is 'fragile' and is excluded by policy. This is exactly opposite to what I was told in ******* on 9/17. This was not a situation of a single bottle breaking due to routine handling. I was told this was "Gross Mishandling" as the entire case of 12 bottles was an entire loss. Half of the outer shipping box, which millions of bottles of wine get safely shipped in each year, was missing. More than half the bottles were gone and the remainder smashed and unusable. This was not a case of an item being 'fragile', but rather an entire case of wine falling from height, or worse. How do I know if someone didn't steal most of the wine, then break the case to cover the theft? The gate staff in ******* assured me this would be covered and the actions of baggage services continued down that path by requesting extensive documentation. It was not until after all the paperwork was completed that they did an about face.Any assistance will be appreciated.Thank you.
Business Response
Date: 10/31/2022
October 31, 2022

Dear ****,

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

Thank you for writing about your damaged wine bottles after your Alaska Airlines flight from ******* to Yakutat on September 17, 2022. I can certainly understand your disappointment that your case of wine arrived damaged at the baggage carousel after your flight.

A review of your case found that the Yakutat Baggage Service Office had filed your damaged baggage report and included a photo of your damaged wine. It was discouraging to find that half of your wine bottles were missing and the rest of the bottles that arrived were damaged. I regret that you felt that the missing bottles of wine may have been stolen by an employee, however, based on my review of the photo it appears that the damaged bottles were likely discarded as a safety issue. I am very sorry that your case of wine did not arrive intact at your destination.

While Alaska is proud to offer our Wine Flies Free promotion for our Mileage Plan members, as described on our website the wine must be protectively packaged and is checked at the passenger's own risk for damage. Although your box was labeled with "Fragile" stickers, the notes in your file made by the Yakutat Baggage Office stated that the box had not been packaged appropriately to transport wine. As advised in our previous emails, respectfully, we are unable to provide compensation for your case. Please visit our website for further information regarding traveling with wine at https://www.alaskaair.com/content/deals/special-offers/wine-flies-free?int=AS_traveling%20:%20baggage%20:%20exceptions-waivers:wine-flies-free.

I apologize for any confusion and misunderstanding caused when the Yakutat Baggage Office assured you that your claim would be covered and with our request for documentation for review. As a gesture of apology, 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) ECSR100CHYJH1204938, in the amount of $100.00.

Mark, I am very sorry that we did not provide you with the level of customer ********************** that you expected. We value your loyalty as an Elite member of Alaska and hope that you will choose to fly with us again in the future, so we may demonstrate the remarkable service you deserve.

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

Reference#: 8001094
Incident#: YAKAS36335706
Customer Answer
Date: 11/02/2022

Complaint: 18327993

I am rejecting this response because:
Thank you for the reply, but this is completely unacceptable.

Commercial carriers are bound as a warrantor of any baggage or goods they accept and Alaska airlines waiver of fragile items does not apply to a situation such as this. Negligence or willful misconduct makes the waiver null and void. This was not a situation where a fragile item broke due to routine handling. Millions of bottles of wine are transported safely in the exact type of shipping container I used. The destruction of the shipping container is clear and obvious evidence of negligence or willful misconduct. The destruction of an entire case of wine is not a situation of something fragile breaking due to fragility.

Has Alaska airlines offered any explanation of how an entire case of wine was destroyed? No. It was either gross mishandling (negligence) or willful misconduct (theft/concealment) that would have led to such a situation. They did not raise the issue of fragileuntil nearly a month after the situation occurred, and after numerous documents,identifications, receipts and other material were requested. The use of the fragile waiver does not apply to a situation where complete and utter destruction of 12 bottles of wine takes place.

I was assured by the Alaska Airlines gate staff in Yakutat that this would be a covered claim and full reimbursement was implied. I spent a great deal of time and money responding to Alaskas requests for full copies of documentation, receipts and reports when I returned home. I mailed those to Alaska Airlines baggage department immediately. A week or two later I was asked to submit copies of my legal ID. Not until after all of that was any mention of fragile and exclusion mentioned.

I have submitted complaints with the **************** ************************* as well as the ****************************, and will continue to pursue this complaint. Alaskas response has been shameful! I expect full reimbursement for the entire case of wine and will seek fines and punitive damages as this goes forward.

Sincerely,

*******************
Business Response
Date: 11/14/2022
November 14, 2022

Dear ****,

Thank you for your continued communication regarding your BBB Complaint Case #********. We have received your reply informing us that you rejected our response to your BBB complaint as unacceptable and I appreciate the opportunity to address your concerns.

It was disappointing to learn that you felt that your baggage had been handled negligently or treated with willful misconduct since the carton was damaged even though it had been labeled as "fragile". Understandably, certain items are more susceptible to damage than others and labeling baggage with "fragile" stickers is done with the intention to alert handlers of more careful handling of the baggage but is not meant to be a guarantee that damage will not occur.

I am very sorry that the wine box did not arrive intact at your destination. We appreciate that you submitted the Statement of Mishandling Form and supporting documentation as requested to review your case. I apologize for any misunderstanding and that you were led to believe that your claim would be covered. However, according to the remarks in your file, the Yakutat baggage office noted that your wine carton had not been packaged appropriately to transport wine. As advised in our previous emails we are unable to provide reimbursement for your wine.

Since you have claimed $273.24 for your damaged wine carton, we will make a one-time exception and offer you a $300.00 Discount Code for future travel on Alaska in lieu of denial of your claim. If you would like to accept our offer of the Discount Code, please advise us in a reply to this email and I will be happy to promptly send it to you.

****, thank you for sharing your concerns with us. We value your loyalty as an Elite member of Alaska and regret that we did not provide you with the level of customer ********************** that you have come to know and expect. We look forward to welcoming you onboard another Alaska Airlines flight soon.

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

Reference#: 8001094
Incident#: YAKAS36335706
Customer Answer
Date: 11/22/2022

Complaint: 18327993

I am rejecting this response because:
Hi ******,
The statement you make about Yakutat staff saying the wine was not packaged correctly is completely false. The wine was in an industry standard wine shipping box, the same as millions of bottles are transported in safely. The case was intact, secure and exactly like any other industry standard shipping case available directly from wineries and dealers throughout the world. The transport box is identical to other wine boxes that showed up safely in Yakutat that morning, so this statement is a complete lie. This is also the very first time any mention of this has been made. No mention was made in Yakutat, no mention was made as I submitted paperwork, no mention in any of the replies from Alaska Airlines so far. Finally, I have multiple witnesses (four doctors and two others in our group) who can provide statements of the complete wreckage of the entire case of wine and the lack of any indication from the Yakutat Alaska Airlines staff that this was anything other than a covered event. That is a total lie!!!
I reject any response less than a full repayment of the cost of the wine. I am pursuing legal action through the **************************** and the Washington State Attorney General's office. I will encourage both to pursue the same, along with fines and penalties for this abhorrible response by Alaska airlines. This was not a flimsy box with wine bottle thrown in. This was an industry standard shipping box, fully intact, sealed and rugged. A small bump would not lead to a single bottle breaking, let alone the entire ************** being smashed with half missing (along with half of the shipping box gone).
The legal standard for 'fragile' items when a carrier either engages in willful misconduct, or gross negligence, is full restitution. Nothing less will do.
Sincerely,
*******************
Initial Complaint
Date:10/26/2022
Type:Delivery 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 August 27th, I flew from ********* to ******* with a layover in ***********.I had two luggage with me including one that I've paid an extra 100USD for in order to get checked-in.I arrived at *** with both luggage, stayed overnight, and rechecked them in the morning.When I arrived in ******* a few hours later, I only got one of my luggage from the carousel, so I went to the Alaska's baggage counter in order to get assistance. There, they told me that they're unable to trace my luggage because my luggage tag was issued by Cathay Pacific, and told me to rest assured, stating that bagges get delayed all the time and will be delivered at my door within days.Since then I've been calling Alaska once in a while for 3 weeks, I've asked them it there are any cameras that could see where my baggage has gone and was told that they do not know if. It's not until 3 weeks they told me that it did arrive in *******, meaning that it was stolen. And it's not until after 3 weeks, I was told that I can file a police report in order to check the surveillance at ******, I did that, and was told by the police that they only keep footages for 2 weeks. This whole issue could have been resolved if Alaska provided me with a new luggage tag when I checked into my second flight, and asked me to file a police report when I first landed without my luggage.So now they are unwilling to pay me for what my luggage is worth, my luggage content it worth **** and they are only paying me less than **** saying that it's a international flight(they pay **** for international). AND they are unwilling to reimburse me for all the money I spent on necessities when I arrived in *******.
Business Response
Date: 10/31/2022
October 29, 2022

Dear ******,

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

Thank you for writing about your lost luggage after your Alaska Airlines flight from *********** to ******* on August 26, 2022. From what you have described I can understand your frustration that you have not received your bag and I appreciate the opportunity to address your concerns.

I am sincerely sorry that your luggage has not been recovered and recognize that this has been more than a monetary loss for you. A review of your baggage tags shows that Cathay Pacific had checked your bags through to your final destination of *******, and therefore you were not reissued new luggage tags when you checked in for your connecting flight to *******.

Although you stayed overnight after your Cathay Pacific flight to ***********, since your reservation included your flight from ********* to ***********, you are considered to have traveled on an international itinerary and your claim is governed by the Montreal Convention. As addressed in our previous emails, the reimbursement for your lost luggage in the amount of $1,694.75 made on October 13th was based on the maximum legal limit of ***** Special Drawing Rights. While we acknowledge that you had made purchases while waiting for your luggage, since you were compensated for the maximum reimbursement for international travel, respectfully, we are unable to provide additional compensation.

According to the remarks in your file, a request to refund your baggage fees paid was submitted to our ********************* on October 25th and should appear as a credit on your credit card.

I was pleased to see that along with your reimbursement you had been sent a $200.00 Discount Code as a gesture of apology. While I know this does not make up for your loss, I hope that you will accept it in the spirit in which it was intended.

******, I am truly sorry that we did not live up to providing you with the experience you expected and that your luggage has not been recovered. Please be assured that if we receive your luggage we will return it to you. It is my hope we will have the opportunity to welcome you on an Alaska Airlines flight in the future, as I am confident we can provide you with the remarkable service you deserve.

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

Reference#: 7945414
Incident#: SEAAS95123826
Customer Answer
Date: 10/31/2022

Complaint: 18317185

I am rejecting this response because:
I'd say that Alaska Airlines should be responsible for more reimbursement because of the following reasons:
1. As I mentioned in the email I wrote to Alaska Airlines, this incident could have been avoided if I was given a new luggage tag at ***, why would an airlines let passengers check in with a luggage tag that can't be traced? When I arrived at SEA, I was told that I flew with a different airlines so they could not trace it. If only they could trace it, I would have known that my luggage got taken away from the carousel by someone else, filed a police report right away and would still have a chance of getting it back.
2. I have asked over the phone if there are any surveillance cameras after I check in the luggage, I was told that they don't know/not sure. Until 3 weeks after, I asked again, and was finally told that I can file a report with Port of *******, after communicating back and forth, I learned that my luggage did show up at the ****** carousel. This SHOULD NOT BE information that I get 3 weeks later, and also, not information that I should receive after asking multiple times. The airlines failed to update me with the status of my luggage and this is horrible business practice.
3. After knowing that my luggage was stolen for sure, the airlines have no knowledge of how much footage the Port of ******* police department keeps. I was told that my luggage arrived at the carousel (after asking 3 weeks later) when the police does not even have footages anymore. Alaska Airlines should be responsible for all the lost and time that I've wasted on this matter.
Lastly,
I need the airlines to provide me a copy of letter showing the list of lost items, the outcome of investigation, and the exact compensation amount in respect of this incident. Please provide this ASAP.

Sincerely,

*************************
Business Response
Date: 11/14/2022

November 13, 2022

Dear ******,

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

We have received your reply advising us that you reject our response to your BBB Complaint. I appreciate the opportunity to address your concerns regarding your lost baggage claim.

I regret that you felt that your luggage should have been issued with new bag tags for your Alaska flight from *********** to *******. However, Cathay Pacific had tagged your bags for flights CX880 ********* to *********** and Alaska flight #*** from *********** to your final destination *******.

I apologize that you were not advised to file a police report when you filed your baggage claim while we were searching for your bag. I understand your frustration that you were informed that the Port of ************************* did not have video footage available, and Alaska does not have access to surveillance cameras.

Our records show that compensation in the amount of $1,694.75 paid on October 13th, along with Discount Code ECSR200CGYQW417973 in the amount of $200.00 for future travel on Alaska. In addition, a request to refund baggage fees paid was requested on October 25th. As advised in our prior letter, the reimbursement was based on the maximum legal limit. Since you were compensated for the maximum reimbursement for international travel, unfortunately, we are unable to provide additional compensation.

Per your request, I have attached a copy of your signed Statement of Mishandling Form listing the contents of your missing bag totaling $8,360.00, at the end of this letter.

******, I am truly sorry that your luggage has not been recovered. Please know that if your bag is returned to us we will promptly deliver it to you. We value your patronage and look forward to welcoming you onboard another Alaska Airlines flight in the future.

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

Reference#: 7945414
Incident#: SEAAS95123826

Customer Answer
Date: 11/22/2022

Complaint: 18317185

I am rejecting this response because:

1. Alaska Airlines clam that they have paid the maximum legal limit. According to the **************************** (https://www.transportation.gov/lost-delayed-or-damaged-baggage#maximum%20limits%20on%20liabilities), airlines are free to more than the limit. If Alaska is truly sorry about losing my very valuable baggage, they should express their apologies and pay more than what I got.

2. After they told me that I was only getting $1694.75, on their respond from 10/31/2022, I was told that a request to refund my baggage fees was submitted and will appear as a credit on my credit card. However on their most recent response, they are telling me that it's no longer happening because they've already paid me the maximum limit. This again, shows how irresponsible Alaska Airlines is.

3. I asked for a confirmation letter from the airlines showing the recovery result of the lost suitcase, the compensation amount, and a list of lost items. What I received after two weeks is a form I filled out, signed and submitted to the airlines. Why would you send me a page I submitted when I asked for a confirmation letter from the airlines? This again, show how irresponsible and unprofessional Alaska Airlines is.

Sincerely,

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

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

Dear ******,

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

It was disappointing to read that you felt that Alaska was irresponsible with regard to your baggage claim. I apologize for any misunderstanding regarding your previous request for a list of lost items and the exact compensation amount paid, as it appears that you are requesting a statement for insurance purposes which is provided below.

This is verification that our passenger, *************************, had 1 baggage lost on Alaska Airlines flight number 295 from ***********, ** to *******, ** on AUGUST 26, 2022. The bag has not been recovered.

The passenger submitted a claim form listing lost items for a total of $8,360.00 which included the following:

******************************* $3,950.00
Loewe Flamenco Bag $2,732.00
SOGO skincare $815.00
************** cosmetics $133.00
Apple iPhone 6 Plus $50.00
Apple iPad Air $100.00
Shirts/pants/hats $500.00
Supplements $80.00

The passenger was paid $1,694.75 USD on October 13, 2022, in settlement of her claim which was governed by the Montreal Convention based on the maximum legal limit of ***** Special Drawing Rights.

******, I apologize for any confusion when you were advised that we were unable to reimburse your baggage fees since the maximum compensation had been paid. I am pleased to advise you that I have processed a request to provide reimbursement of your baggage fee paid to Cathay Pacific in the amount of $200.00. Please follow the instructions in the email you'll receive in approximately one week titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days.

Thank you for reaching 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#: 7945414
Incident#: SEAAS95123826
Customer Answer
Date: 12/12/2022

Complaint: 18317185

I am rejecting this response because:
Alaska airlines are still not compensating for causing all the delays in my case.
I'd also like to mention that, when I arrived without my luggage, the reps told me that since my luggage is delayed I can purchase daily necessities and provide them with receipts for reimbursements. I did, but at the end they also told me that since my message was stolen instead of delayed, I will not get reimbursed. This does not make any sense to me because they never mentioned that I would not get reimbursed if my luggage was stolen instead.
Alaska airlines should there for compensate me for causing all the trouble for the delay AND reimburse me for all the items I needed.

Sincerely,

*************************
Initial Complaint
Date:10/25/2022
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.
Flew on Alaska to ******* on July 14 - 17. The the airline lost my luggage, missed my dinner engagement. I was told it was on it's way. It did not show up.I was told it was on it's way again many times. I missed several engagements and did not get to attend any of them. Spent the time waiting for my luggage with compression socks.I was told I could buy a few items and would be reimbursed, so I went to the nearest store and bought a shirt and sandals to get out of the compression socks.I sent them the receipts for the items and was told they received them and I would be reimbursed. I called numerous times about being reimbursed and was told was being looked into.I was never reimbursed and this was all out of my pocket. The entire trip was a loss and being stuck in my room for a trip I had been planning for a long time. They issued a voucher for $200 for future travel. I booked a trip to Kansas City and was not able to use the voucher with all of the restrictions. I ended up using my miles. So they told me my luggage would arrive many times. It didn't show up until it was time to pack up and leave.They told me to purchase items I would be reimbursed for. They did not. I returned the shirt because of sizing issue when I came to a store that was 110 miles from my house, there are none near me. This was after 6 weeks. I still have the sandals. This is not how they should be taking care of there passengers.
Business Response
Date: 10/26/2022

October 26, 2022

Dear *****,

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

Thank you for taking the time to write about your Alaska Airlines flight from ******** to ******* on July 14, 2022. I appreciate the opportunity to review your case and address your concerns.

It is certainly understandable that you were disappointed that your luggage did not arrive with your flight. As our guest, you had the right to expect that your baggage would arrive on time at your destination and it is discouraging to know that we did not meet that expectation for you. I am very sorry that you missed the engagements that you had traveled to attend since you were without your luggage.

I apologize that your luggage did not arrive when you anticipated and that you were required to call for updates as to when you could expect your bags. According to the remarks in your file, a Baggage Delivery Order was created the next day July 15th to deliver your bag to you. I was pleased to see that we issued you a $200.00 voucher on July 15th which you redeemed for purchases that day.

According to our records, you had been advised that you would be reimbursed for purchases of items you needed while waiting for your luggage and we appreciate that you submitted your receipts for reimbursement. However, as advised in our previous emails, while validating your receipts, we found that you had returned one of the items for which you were requesting reimbursement. Although we acknowledge that you returned the shirt due to a sizing issue, since we were not made aware of the returned item we were unable to proceed with your claim and provide reimbursement.

I am sorry that you were unable to apply the discount codes that you had been sent to book travel. As addressed previously, I have found that all of the discount codes appeared to be valid as of today's date and applicable for future travel. If you need assistance using the codes while making a reservation, please feel free to reach out to our *********************** at **************.

We value your feedback and I have forwarded your comments to the **************** Manager to help find ways to improve the handling of your baggage to serve you better next time.

*****, we appreciate that you have taken the time to reach out to us. At Alaska, we believe it is the high level of service we provide that truly sets us apart. I regret that we fell short of providing you with the exceptional service you expect. It is my hope you will choose to fly with us again soon, so we can provide you with the remarkable service you deserve.

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

Reference#: 7797982
Incident#: ORDAS4819289
Customer Answer
Date: 10/26/2022

Complaint: 18299341

I am rejecting this response because:
This is not a remedy for them misleading me and not issuing me the full amount I should have been issued. The full amount should have been issued to me. Claiming that I returned the shirt is a reason for not issuing it is not a valid reason, this occurred well beyond a reasonable amount of time, 4-6 weeks had past and I can return something for whatever reason I feel,which was beyond 4-6 weeks. Not at all what I was told at the time I was told I would be reimbursed. This has been out of my pocket, both the shirt and sandals. 4-6 days would be a stretch.
And the vouchers would not apply to my trip. Pretty much a fake issuance, valid for what? If I cant apply them to my trip or use them, they are of no use.
Sincerely,

***********************
Initial Complaint
Date:10/25/2022
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 June 14, 2022 I booked two tickets from ************************* to ******************************** through Alaskan Airlines. Each ticket cost $351.20 which I paid with my Discover Card. On June 14, 2022 Air Ticket billed my credit card an additional $20. On June 27, 2022 Air Ticket billed my credit card $100. On September 13, 2022 Air Ticket billed my credit card $100. The reason for the additional charges according to ******* was a flight schedule change for booking id **********. I received the first schedule change via email on June 22, 2022 and the second schedule change via email on July 7, 2022. I acknowledged both changes by email that I had received the email and was aware of the changes. On June 22, 2022 and July 7, 2022 they email " Dear ***************************** We have been advised by the airlines about the schedule change in you reply us back to confirm the changes so we can exchange/revalidate your tickets. If you will not reply to the email, you might miss the flight." On October 18, 2022 I contacted Discover about this issue and told them to not make anymore payments to this company. Discover said they will try to resolve the dispute. I also contacted Air Ticket on October 18, 2022 at this number ************ and spoke to a representative who informed me that Alaskan Airlines had given them permission to add on the additional fees. That same day I contacted Alaskan Airlines and spoke to a representative and explained my problem to her. She told me that the airline would never approve charges for a change in schedule. She asked for the phone number of the Air Ticket representative and that she would issue a complaint on behalf of Alaskan Airlines. She advised me to contact Alaskan Airlines directly if I receive any information concerning my upcoming flight. On the email I received from Air Ticket included this information: Flight Schedule Team www.******.com #1 Since **** ***************************************************************** 1 213 225 ****
Business Response
Date: 10/25/2022

October 25, 2022

Dear ******,

Thank you for your email to the Better Business Bureau regarding the fees you have been charged by Air Ticket.

I am so very sorry that you have had this experience. What our agent told you was correct - we would never approve charges for a change in schedule. I would encourage you to continue to dispute these charges with your credit card company.

Over the last couple of years, these types of agencies have been fraudulently charging customers, and not just Alaska Airlines' customers. We are doing all possible to stop this from happening but it is extremely difficult. One way to prevent something like this from happening is to make sure when you are booking a ticket you go to the airline's website. Do NOT ****** the name of the airline as that is how you get in touch with these fraudulent agencies.

******, it is my hope that you will be able to get this resolved by your credit card company. Please be assured that I have reported this on our side as well. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

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

Reference#: 8096541
Initial Complaint
Date:10/22/2022
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 September 27th I spent $463 for round trip flights from Alaska Airlines on their website using my **** of America Credit Card. The Departing Flight was #**** to leave ***************** at 6:25pm and return to ********* via flight #****. The ticket was to fly my 13 year old son to come spend the weekend with me. On the Departure date of Friday 10/21, my ex-wife called me at exactly 6:00pm and told me that the Alaska Airlines staff was not letting my son on the flight. They told her it was too late for him to check-in and gave her a phone number to call customer **********************. So if she called me at exactly 6:00pm, after dealing with Alaskas staff, then this tells me that she must've been there since at least 5:55pm or 5:50pm. On Saturday 10/22, I called the phone number ***************) and the customer ********************** woman **** was extremely rude and unhelpful. It was as if they had trained people in her department to have automated, scripted responses to tell people why Alaska Airlines can s**** over their customers. She read some script about how if my son had to check a bag (which he didnt) then this could delay the flight, then went on to say that because he was a minor that this could cause safety issues. It became clear to me that Alaska Airlines DOES NOT CARE about their customers and won't make even the slightest attempt to make accommodate you. Why else would they have a ************************ that is trained with robot-like, pre-programmed apologies for s******* you over? Theres also the possibility that they wouldnt let my ex-wife, who has a thick Hispanic accent, to check-in my son for a flight that wouldnt leave for another 30 MINUTES because of their prejudice. Vague excuses about safety and Oh maybe this could happen, or maybe that could happen is a convenient shield to hide behind when you want to discriminate against somebody. I would highly recommend using another airline and that you DO NOT DO BUSINESS with this unconscionable company.
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: 11/13/2022

Complaint: 18300317

I am rejecting this response because:
Given this response, it should be clear to anyone who's read the original complete that Alaska Airlines indeed does not care about their customers which further drives my original complaint home. It is apparent that they didn't even bother reading it and just sent an automated, computer-generated response. First off, my name is not *********. Secondly, the ticket was not for my father it was for my 13 year old son. Thirdly, I did not complain or request a refund because the price of the ticket went down. I complained because Alaska Airlines did not let me son board the plane even though it wasn't scheduled to depart for another 30+ minutes. It was a local flight about 45 minutes from departure to arrival and you guys told my ex-wife that he couldn't board because it could cause possible delays or create a safety concern which is BS unless you're flight crews are totally incompetent then perhaps I could understand how even the smallest accommodation may cause your brains to overload. There was no line, the departure airport was tiny in size, and he could have easily made it in time had you're check-in desk not been so unhelpful. Fourth, why did you guys respond with a $100 discount offer to somebody named Mich*** & Lo** W.? Is your claims department as incompetent as your check-in desk?

Sincerely,

Moses
Business Response
Date: 12/06/2022
Dear *****,
I sincerely apologize that you were sent the wrong response. Please see the below the reply to your concerns.

Sincerely,
*****
Customer Care Representative

November 10, 2022

Dear *****,

Thank you for taking the time to share ***** and Lupes experience at the ********* ticket counter on October 21st. It is our goal to make sure your trips on Alaska go smoothly; the best way for us to do that is hearing from you.

We regret to learn that ***** was not allowed to check-in for his flight and that our agents did not make any attempts to accommodate him. You believe that this incident was racially motivated due to Lupes ethnicity and thick accent. From what you have described, this sounded to be a very frustrating experience for you, and we appreciate the opportunity to address your concerns.

We want to assure you that Alaska is committed to providing an inclusive environment for both guests and employees; we do not tolerate any form of discrimination and are saddened that ****** experience was not as expected. Because our customers count on us for an orderly and on-time departure, we have instituted a check-in procedure that requires our customers to be checked in at a minimum of forty minutes prior to the scheduled departure time and available for boarding at the departure gate at a minimum of thirty minutes prior to the scheduled departure time. At ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departure. There may be stricter airport-specific check-in procedures that vary from airport-to-airport; therefore, we always recommend reviewing our Traveling with us on alaskaair.com prior to your flight for the most up-to-date information. Allowing customers to check-in late may delay the flight, as it affects many behind-the-scenes fuel, baggage, and weight-and-balance calculations being performed by our pilots and dispatch personnel. Therefore, in fairness to all our customers, we must respectfully decline late check-in attempts. We sincerely apologize that this procedure inconvenienced ***** on his recent trip and hope his future air travels go smoother.

You also indicate that, upon calling our ************************ the next day, the representative displayed a behavior that was perceived as unpleasant and impersonal, trying to find excuses for what had occurred without giving a real explanation of the facts. We are sorry that we let you down. Please know that your comments have been shared with our ********** Manager for internal follow up and review to ensure our excellent service is consistently provided in the future. While we are confident that Lupes race and heavy accent did not play a role in the events as they unfolded, we will make sure that our employees have a clear understanding of Alaskas expectations, views, and values in regard to diversity and inclusion.

*****, it is my hope that ****** future flights 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 him aboard another Alaska flight soon.

Sincerely,

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

Reference#: 8092858
Initial Complaint
Date:10/19/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I traveled with ******* Air in May 2022 and at the time I made my reservation, I included my Alaska Airlines Mileage Plan number as both airlines are in the OneWprld Alliance. Since that time, I have sent eight follow-up messages- the first several I would wait weeks for a response just to be told to keep checking back. The last three messages, no one has bothered to even reply.All I want is the miles I earned and it is incredibly disappointing I have to go to this extreme to try and get assistance. Alaska Airlines is my go-to and I'm hopeful this is a one-off and not what is to be expected in the future.The Reference Number provided in the email is *******.
Business Response
Date: 10/20/2022

October 20, 2022

Dear *****,

Thank you for your email to the Better Business Bureau regarding mileage credit for your flights on IcelandAir in May. Please accept my sincere apologies for the delay in receiving your credit.
Due to the fact that we have a contract with IcelandAir we have to ensure that the flights are eligible and that the miles weren't posted into IcelandAir's frequent flyer club. Unfortunately, if they don't post automatically and we do not see a mileage plan number on the boarding pass or receipt, we have to reach out to them and that can take quite some time.

I have verified that your flights were eligible and have posted them to your account. You should be able to see them immediately.

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

Sincerely,

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

Reference#: 7712350
Customer Answer
Date: 10/20/2022

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:10/17/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Alaska Airlines is cruel against customers who use 3rd parties to book airfares. After talking to an agent about a discount offered by Expedia towards a Alaska Air flight, Expedia pushes off the responsibility to honor the student discount and says contact Alaska directly. It's totally a SCAM and it's misleading, because then after contacting Alaska the agent jacks up the price from $306 (Expedia) to $550 (Alaska) and then states that they applied a discount. WHAT DISCOUNT?? Honestly, do be treated so badly and taken advantage as a customer because I tried to get a discount using Expedia only to get passed off to A HUNGRY FOR MONEY COMPANY ALASKA AIRLINES!! It's a scam to misleading customers to pay outrageous costs for airfares. I have been fighting Cancer, and to be abused by Airlines trying to make money off of innocent people is terrible!
Business Response
Date: 10/18/2022

October 18, 2022

Dear ********,

I appreciate that you took the time to contact the Better Business Bureau regarding the discount offered by Expedia.

My apologies for your experience. If you would be so kind as to provide me with more information, I would be happy to look into this for you. If there is a code for the Discount or a link to website that I can view, that information would be helpful. Also, if you do have a confirmation code, please send that also.

********, I can assure you without question that we are not trying to scam anyone. I look forward to hearing from you and seeing what I can do to help.

Sincerely,

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

Reference#: 8077479
Initial Complaint
Date:10/17/2022
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.
Alaskan Airlines lost our luggage on August 19th. The airlines swapped our luggage with another passenger. We both mailed our respective luggages to Alaskan within a week of the swap. Since then, Alaskan has not retired to help us with our claim u less we call to ask on updates. The first month, they could not locate our luggage. Then they located in their warehouse and assured us they will mail it back to us. Weve called every week since August 19th because they will not give us updates. Weve made a claim for the amount weve spent as well but nothing has been done to assist us in this matter besides, its been worked. My wife and I are both active duty service members who flew to *****. Since this situation, weve had to buy military uniforms, boots, clothes, and other necessities that were in this bag. Despite Alaskan telling us they are working sending us our claim and reimbursing us when WE contact them, they have not tried to help us in this matter. Weve spoken to 5 representatives and a supervisor (*******) who all have assured us the matter is being worked. The frustration level for us is at its highest because it seems as if this airline continues to push our entire situation off. Weve been patient but the lack of empathy to our situation, and the lack of urgency to assist us with this matter speaks to the lack of professionalism of this airline company. Additionally, the excessive international calls with this company has charged us over $100 to still have no solution. This entire situation has been frustrating and disappointing.
Business Response
Date: 10/24/2022
October 21, 2022

Dear *******,

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

Thank you for writing about your Alaska Airlines flight from ***** to ******* on August 17, 2022. From what you have described, I can understand your frustration that your bag was swapped with another passenger and that you have not yet received your luggage.

We appreciate that both you and the other passenger returned the respective bags to the nearest airport and that you submitted a Statement of Mishandling Form. I apologize for the amount of time you have spent calling every week for updates regarding your luggage. I recognize the costly expense associated with calling internationally from ***** and am thankful you are able to communicate with us via email.

It was disappointing to read that you felt that we did not seem to be working to locate your bag and that we failed to display empathy or a sense of urgency in returning your bag to you. Unfortunately, your bag is no longer held in our warehouse. According to the remarks in your file, your bag was received in our Central Baggage warehouse but was forwarded to American Airlines on September 6th at their request. I am very sorry that American has not contacted you and that your bag has not been returned to you.

I understand that since you are without your luggage you were required to purchase items, including military uniforms that were packed in your bag. Please be advised that any reimbursement for interim items would be deducted from the total payout for your lost bag.

According to our records, your claim is currently under supervisory review for reimbursement and I have requested that we expedite your payout. We will be reaching out to you soon regarding your reimbursement via email.

*******, I realize this has been a lengthy process and we appreciate your patience while we process your claim. Please be assured that if your bag is returned to us, we will contact you to have it sent to your location in *****. I am very sorry for the inconvenience caused by your baggage experience. We value your patronage and look forward to welcoming you onboard another Alaska Airlines flight soon.

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

Reference#: 7929539
Incident#: SEAAS18292458, SEAAS15278055
Initial Complaint
Date:10/15/2022
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.
When checking in around 10 AM at ***************** for our flight to ***** via ******* we experienced customer ********************** issues at checking.**** at check in told us that the flight was cancelled. When I asked her for other flights she started yelling Passport, Passport, Passport at us. I told her One second please, I have it right here but she kept yelling: Passport, Passport, Passport.Finally she rebooked us for another flight with American Airlines, however at that time the checkin for that flight was already closed.I later came back to speak to a supervisor but was told that the supervisor is off on weekend.How can this situation happen? **** clearly was overwhelmed and didnt have suifficent training to do her job, plus needs counseling in dealing with customers. There should be a supervisor at all times to deal with situations like this.
Business Response
Date: 10/17/2022

October 17, 2022

Dear *******,

Thank you for sharing your concerns via the Better Business Bureau regarding your flight from ******* to *******. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.

So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with your flight information and/or ticket number and confirmation code.

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

Sincerely,

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

Reference#: 8073596
Customer Answer
Date: 10/17/2022

Complaint: 18229106

I am rejecting this response because no solution has been offered. For private information they can contact me directly

Sincerely,

***********************
Initial Complaint
Date:10/15/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a ticket from Alaska through Amex travel. It did not give me the correct date (booked on the wrong date - not the one for which I asked). As soon as I saw the confirmation, within 24 hours, I cancelled. Alaska refused to give me a refund and gave me a flight credit. This is not what I wanted. Amex said they couldn't help because of Alaska's policy. I want a full refund to my credit card for *************
Business Response
Date: 10/17/2022

October 17, 2022

Dear *******,

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

We understand that things happen and due to what you described, we are happy to offer an exception and refund your ticket without a service fee. A refund will be processed back to your credit card within 7 business days of this correspondence. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.

*******, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

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

Reference#: 8073815
Customer Answer
Date: 10/17/2022

Better Business Bureau:

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

Sincerely,

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

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