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:10/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent this email to the ceo of Alaska Airlines **** I have been a loyal Alaska client for over 20 years. Your airline is one I have always been fond of because of the service as well as the millage program. Currently I have over 130k in miles, yet will be closing that card shortly. Last night when I went to board my flight home to Portland I was advised that I could not bored the flight because I was to intoxicated. Did I have a couple drinks, yes I did, was I to intoxicated to board a flight absolutely not. The gentleman then called airport security, at that point I was beyond frustrated. I had to book a flight for today on SW that was almost ****** book a hotel room in ***** for ****** because this gentleman made a very inaccurate call. I expect the following;1) All my Alaska Miles to be cashed out and a check mailed today 2) Compensation for my new ticket and my hotel $600.00 3) The ability to fly Alaska, I was informed last night that I was banned by your airline. Absolutely ridiculous because I did not threaten nor cause or imply I would cause Physical harm 4) ****** time Compensation because of me having to loose a day of work 5) A simple letter of Appolgy I expect quick resolution to this matter otherwise I will be taking additional action including legal and media. My definition of quick resolution is a response by noon today ************************************************* **********

  Business Response

  Date: 10/17/2022

  
  
  
  
  
  
  October 17, 2022
  
  
  Dear ********,
  
  Thank you for your email to the Better Business Bureau and **************************  I am responding on behalf of both.  It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  To ensure the safety and comfort of all of our customers and in accordance with applicable laws and regulations, we have the responsibility to deny boarding to any customer whose conduct or condition may threaten the safety or comfort of themselves, other customers, crewmembers, and the flight itself. This includes, among other things, the appearance of intoxication. Our Flight Attendants and Customer ********************** Agents have been thoroughly trained in the ******************************* regulations pertaining to this subject and are qualified to make such determinations. We apologize for the inconvenience, but please understand our position and responsibility in such situations.
  
  My apologies but we will not be able to reimburse you for any expenses  incurred or provide you with compensation.
  
  ********, 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#: 8065845 

  Customer Answer

  Date: 10/17/2022

  I would appreciate confirmation that I am still eligible to fly Alaska Complaint: 18224316
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************************

  Business Response

  Date: 10/24/2022

  
  
  
  
  
  
  October 24, 2022
  
  
  Dear ********,
  
  Thank you for your response to the Better Business Bureau. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  This is to confirm that you are still eligible to fly Alaska Airlines. 
   
  ********, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 8065845 

• Initial Complaint

  Date:10/11/2022

  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.

  On June 28, 2022, I flew Alaska Airlines back from my yearly Alaska fishing trip. I paid $50 extra to ship the 50 lb box of frozen salmon, halibut, lingcod, and black bass with me to *** in **********. When I arrived at ***, my box was not there. I went to the claims department and filed a claim and was told to come back an hour and a half later (9:30 p.m.) when a flight would be coming in. I did so and when I got there, I was told that the flight was delayed until 2:00 a.m. I arrived back at 2:00 a.m. and nothing had arrived so I went back home. Later that morning, I called to check the status of my box of frozen fish. I tried again the next morning and was told it was still not in. A week later, I received a phone message indicating that they may have found my box. The next day they said they will contact me if they found the box. Since I didn't hear back from them, I called two days later and was told it was in their warehouse. I went to the warehouse and picked up the fish. It smelled terrible! It obviously had not been kept in a freezer during that time period so was very rotten and not edible. The next week on July 14, I filed a claim with Alaskan Airlines for reimbursement since it was clearly their fault. I was told they do not give reimbursement for spoiled produce or fish. At that point, I called Sure Strike, the establishment where I caught the fish and it was packaged. They said the value was between $1300 and $1500. I also checked with local stores to see the current market value of the fish and they said it was worth about $1300. The response I got from my claim with Alaskan Airlines on October 1, was for $490. I don't feel this is a fair reimbursement for the value of the fish, my time going back and forth to *** from ******, **, and the extra I paid for shipping. I am hoping you will help me resolve this issue. I have all the documents supporting my claim. This is my 7th year for my annual Alaska fishing trip and have never had an issue before.

  Business Response

  Date: 10/11/2022

  This is not a airline

  I make websites call the customer or email

  Them I already did

   

  I make websites!!!!

  Business Response

  Date: 10/18/2022

  October 17, 2022
  
  
  Dear ********************,
  
  This is in response to your BBB Complaint Case # ********.  
  
  Thank you for writing about your baggage experience related to your Alaska Airlines flights from ********* to *********** on June 28, 2022.  From what you have described, this has been a frustrating experience for you and I appreciate the opportunity to address your concerns.
  
  As our guests, careful and thorough handling of your baggage is a critical part of our commitment to providing you with an exceptional travel experience. You have every right to expect that your personal belongings will arrive intact and on time at your final destination. Please accept my sincere apology that your fish box did not arrive with your flight to *********** and that you were advised to return to the airport in hopes that your luggage would arrive on a later flight.  It was disappointing to read that your fish box was not located until a week later and I truly regret that your fish was spoiled when you received it. 
  
  I am sorry that you did not feel that we provided you with a fair reimbursement for the value of your fish. As described on our website, Alaska's liability for the loss of fish is limited to a flat rate of $10.00 per pound for 49 pounds of fish. Please visit our website for further information on Liability and limitations for items in your luggage| Alaska Airlines. Our records show a Payout in the amount of $490.00 was issued to you on October 1st but has not yet been redeemed.  If you have not yet received the email from the Payout Network, please check your spam folder or respond to this email and we will resend it to you. For your convenience, I have attached the email regarding your reimbursement at the end of this letter.  
  
  Please be advised that baggage fees are refunded only when passengers' baggage has been delayed for 30 days or more, or the luggage has been declared lost.
  
  Your feedback is important to us and I have shared your comments with the ******************* Manager to help find ways to prevent a repeat of your situation from occurring in the future.
  
  ********************, I am sorry for the inconvenience caused by your baggage delay and that you were required to return to the airport to check if your fish box had arrived on a later flight. 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) ECSR150CGYNF429924, in the amount of $150.00.
  
  ********************, we appreciate that you took the time to reach out to us.  We value your patronage and truly regret that your annual fishing trip did not end up the way you anticipated.  It is my hope we will have another opportunity to welcome you onboard an Alaska Airlines flight in the future, so we may provide you with the remarkable service you deserve.
  
  **********************************
  Alaska Airlines
  
  Reference#: 7790172
  Incident#: CBSAS58251554, LAXAS61768851

  Customer Answer

  Date: 10/22/2022

   
  Complaint: 18194869
  
  I am rejecting this response because:

  October 21, 2022
  
  Dear BBB and Alaska Airlines,
  
  Thank you for your effort on my behalf to recover the value of the loss of my fish. However, after reading the section you referred me to under the Limitations of Liability section of your website, I want to let you know that the box of fish that was shipped was packed by Sure-Strike in Alaska and would have fully withstood 48 hours of transport without refrigeration. This is a company that does this packing on a daily basis. It is their occupation. Also, on the outside of the box was clearly written Frozen Fish and had my name and address on it.
  
  I have done this Alaskan fishing trip many times with my brother and his friend and the fish has always returned in excellent condition. In fact, we were on this flight together and their fish came back in perfect condition. Only mine was lost.
  
  It was the nine day delay that caused my fish to spoil and that was to no fault of my own. It was due to Alaska Airlines putting it on the wrong flight.
  
  Due to that information, I do not think the $490 offer is a fair one. Alaska Airlines states that liability will be based on a flat rate of $10.00 per pound up to maximum liability of USD $3,800 per ticketed passenger. I believe my request for $1,300 is legitimate and reasonable. That amount doesnt even account for the extra shipping that I was charged, nor for the gas for the three trips I took to *** to try to recover my goods at the request of Alaska Airlines.
  
  Thank you for your attention to this matter. This has indeed been disappointing and troubling to me and I am hopeful for a reasonable and timely resolution.
  
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:10/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Alaska flights since July 2022 for my outbound flight from *** to *** scheduled yesterday. When we went to check in, the airline attendant at the counter said there were only 2 of the 4 seats available that we purchased & the next flight to *** was next Sunday the following week. I told her how could this happen? She said they changed the flight to make a stop in ******* and oversold seats. Then another man went and cut her off and said no, it was something to do with customs that they wouldnt let us fly albeit were all American citizens. Then they said it was the agency (Travelocity) who made the mistake of getting these flights. They were incredibly oblivious and lied to me, I speak fluent Spanish & could hear them laughing about the situation and offered no solutions or empathy. I had to cancel and book a flight with southwest and pay $991.50 to be able to leave and make 2 stops on TX, and after 22 hours, made it home. This isnt the first time Alaska RIPS ME OFF. I had cancelled a ticket due to Covid and because my mother had died so obviously she couldnt travel and they refused to refund me back in April 2020. NEVER FLY ALASKA! I want justice. I want to be compensated for the pain and suffering this low-grade airline did to me & for now allowing us to fly like we had purchased months in advance! I never received an email saying we wouldnt be able to fly or that there were issues with our tickets. Get it together or I will continue to pursue via other consumer agencies and other means! My 7 year old was so exhausted and my 56+ dad was also hurting his back from standing/sitting and arguing in the counter for over 2 hours when we promptly arrived 3 hours before as recommended by TSA for international flights.

  Business Response

  Date: 10/17/2022

  
  
  
  
  
  
  October 17, 2022
  
  
  Dear ******,
  
  I appreciate that you took the time to contact the Better Business Bureau regarding your family's recent flight from ************************************* to ***********.  
  In reviewing your reservation, your travel agency booked the tickets to travel from ************************************* (***) to ********** (***) with a connecting flight to ***********.  Unfortunately, this was booked incorrectly.  Alaska Airlines is a domestic airline and travel cannot be booked to fly from ***-***.  You will need to contact your travel agency for any compensation.  
  
  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#: 8062682 

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18190222
  
  I am rejecting this response because:
  Your agents at the airport said 2 of the 4 of us would be able to fly in those flights. If it were not possible to fly due to the domestic issues you highlighted, then why did they state they oversold and two of us could travel? 
  

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

  Business Response

  Date: 10/24/2022

  
  
  
  
  
  
  October 24, 2022
  
  
  Dear ******,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  As previously stated, please contact your travel agency for any compensation.  Had they booked your tickets correctly, you would not have had any issues.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 8062682 

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18190222
  
  I am rejecting this response because:
  
  

  they lack accountability or any empathy. They reiterated their previous statement. Theres no information or justification for this type of behavior. I am NEVER flying Alaska Airlines again and will continue to spread the word to ensure others lose your business as well. 
  

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

• Initial Complaint

  Date:10/08/2022

  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 flight #3; confirm code VXCFQA depart *** 8/15 at 5:25 ET arrive SEA at 8:18pm PT Checked my hiking backpack at *** airport and confirmed with the counter agent and baggage handler that the climbing tool was secured in the bag and could be transported. When it arrived at baggage claim in SEA I immediately noticed the tool was no longer with my bag. I went to the Alaska Airline desk for assistance. They created a ticket in their system Incident Number: SEAAS37855270; Bag tag number(s): **********. The axe had a baggage claim sticker on it but it never turned up so I am looking for reimbursement.Alaska Airlines refused to compensate me since a "tool" was not an "accepted" item and therefore not their responsibility even though I paid them baggage fees to check my bag and safely transport it to the destination. The value of the item was $100 and was brand new. This is awful customer **********************

  Business Response

  Date: 10/12/2022

  
  
  October 12, 2022
  
  
  Dear ****,
  
  This is in response to your BBB Complaint Case #********.  
  
  Thank you for writing about your experience after flying on Alaska Airlines from ************************* to ******* on August 15, 2022.  
  
  I can understand your disappointment that your new climbing tool that had been secured to your backpack was missing when you arrived at the ******* Airport.  As our guest, it was reasonable for you to expect that your baggage would arrive intact at your destination and I am sorry that your axe was missing from your bag.
  
  We acknowledge your frustration that your ice axe was accepted for check-in but was missing when you arrived at your destination. As described in our October 8th letter, according to our Contract of Carriage we are unable to assume liability for articles that are secured to the exterior of checked baggage. Please visit our website for more information under Rule 15.H.6.d.16. at Contract of carriage - Alaska Airlines.
  
  I was pleased to find that you were advised in our October 8th letter that we would be making a one-time exception and providing reimbursement for your missing item.  Your case is currently in the approval process.
  
  ****, we appreciate that you have taken the time to reach out to us.  We value your patronage and regret that we were not able to provide you with the exceptional service that we are known for.  It is my hope we will have the chance to make it up to you on a future flight, as I am confident we will exceed your expectations.
  
  **********************************
  Alaska Airlines
  
  Reference#: 7933593
  Incident#: SEAAS37855270

• Initial Complaint

  Date:10/07/2022

  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.

  We checked in more than 2 hours early for our flight from CAN to *** and were moved from one gate to another ***** minutes before we were supposed to board at 4:40pm. We did not end up boarding until 6:40pm thus delaying the arrival time and increasing our expected time home, which was another 4-hour drive from *********** to Madera. I have contact customer ********************** who stated that it was not a two-hour delay (untrue) and refused to assist with any type of resolution. I am hoping that this issue can be resolved so that we will be able to fly again with Alaska Air, who has a commitment to their customers.

  Business Response

  Date: 10/18/2022

  
  
  
  
  
  
  October 18, 2022
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your flight from ****** to *********** on September 30, 2022.  
  
  When you made arrangements to travel with us you had every reason to expect that we would deliver you to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight was delayed due to moving the departure to another gate.  
  In reviewing the flight information, you were originally to depart at 15:50 pm.  Due to the gate change, you did not push back from the gate until 6:52 pm and wheels up was at exactly 7:05 pm.  This is a total delay of 1 hour and 45 minutes.  Unfortunately, we do not offer compensation for delays less than two hours.
  
  ******, 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#: 8077524 

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18183622
  
  I am rejecting this response because: I have attached documentation that it was longer than the 2 hour "allowable wait". I am sure I am not the only person on this flight to complain as well. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/25/2022

  
  
  
  
  
  
  October 25, 2022
  
  
  Dear ******,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  As stated in my previous response, your flight was delayed one hour and 45 minutes.
  
  We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 8077524 

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18183622
  
  I am rejecting this response because: it is not true, accurate, or correcting the issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/06/2022

  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.

  This case is in regards to ticket numbers ************* & *************, Confirmation code: EOKJLM This reservation was canceled by an oversight mistake. It was canceled 26 hours after it was booked. Due to this honest mistake, we were forced to forfeit these tickets and actually rebook the tickets for the same date. We attempted to explain the situation to your customer ********************** team, however the phone responses received from your ******* office team members were rather rude and condescending. In the end, we received two $50 travel certificates for this $183 reservation. While I completely understand the restrictions of this ticket type, I think it would be a good faith courtesy for Alaska Airlines to make an exception for a loyal customer in a case like this and at the very least issue a travel certificate for the full amount. This policy review process does already seem very subjective as more than a few people we know have called customer ********************** and received full refunds in their situations and with this same ticket type. While I understand that your associates and whole company is under a lot of tension due to the overall hectic nature of travel nowadays, I still believe that the respecting customers policy should be adhered to regardless if a few disrespectful customers have caused issues in the past. Loyal and respectful customers pleading for assistance should not be yelled at or talked down to over the phone. I do hope Alaska can help with our travel needs in the near future and beyond regardless of the current situations. In this case, I am requesting some assistance for a loyal Alaska Airlines customer and asking that an $83 travel certificate be issued to our email address. I appreciate your time in this case.

  Business Response

  Date: 10/12/2022

  
  
  
  
  
  
  October 12, 2022
  
  
  Dear ****,
  
  Thank you for your email to the Better Business Bureau regarding the tickets you canceled by mistake.  We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 7995340 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18179963
  
  I am rejecting this response because:subjective and discriminatory practices by Alaska Airlines are glaring. Some people are receiving full refunds while others are being denied. The lack of accountability and/or legal action for such a company reflects our broken consumer system as a whole. 
  
  Sincerely,
  
  O ****

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I took a trip to ****** and on May 18th, 2022, we flew from ******* to ********. When we arrived at the baggage claim in ********, we could not locate one of our three checked bags. After frantically looking around, I noticed a cart with staff members and approached them. Our missing bag was on the cart. I asked the ladies why our bag was on the cart and the informed me that the bag had broken and some of the items had come out. They told me that they had tried to put everything back into my bag. (We watched our luggage being carelessly thrown around while we waited to get off the plane, so this was not too much of a surprise that their staff damaged our property). I asked the women what happens if I notice that items are missing or not repairable and they said to call and file a claim. They did NOT say this needed to be done within 24 hours. We flew into ****** for my god daughters graduation, and we were on a tight time frame. We got to our hotel where I eventually looked through our damaged bag and the items. It was at this time that we realized that they bag was not usable for the way back and we had to purchase any additional bag, and where we noticed missing and damaged items. I did try to call, but after 2 rounds of waiting on long hold times I decided that I would make contact with them when I returned home. I contacted customer ********************** upon our return and explained the situation. They immediately dismissed my claim since it was not withing ******************************************************** fact they are the ones that told me. They allowed my claim to be processed, but still refuse to take responsibility for their carelessness of our possessions because I supposedly did not notify them on time.. Their time frame is unreasonable when people pay big money to travel. The last thing anyone wants to do is spend their vacation on hold. Also, their staff should have filed a claim since they were aware and brought the issue to my attention.

  Business Response

  Date: 10/12/2022

  October 4, 2022
  
  
  Dear *******,
  
  This is in response to your BBB Complaint #********
  
  Thank you for contacting us regarding your travel experience during your trip from ******* to ********. From what you have described, I can certainly acknowledge that this has been a frustrating experience, and I appreciate the opportunity to address your issues. 
  
  In reviewing our file which includes previous correspondence from you, our supervisors generously made an exception to waive the required 24-hour reporting period. However, in order to further process your claim, we requested that you send us photos of the damage to your bag. You responded that you did not have any photos. We have reached out to our Alaska Airlines Customer ********************** Agents in ********. They, unfortunately, do not recall the specific instance in which your bag was damaged. Please know that our agents handle thousands of bags each day. Additionally, there is no camera footage due to the amount of time that has passed.
  
  Our supervisors wanted to accommodate you with your claim; however, when there is no documentation to support your claim, the validity of your claim does not bear substance. For this reason, and as we have previously written to you, we are unable to provide you with compensation.
  
  We know that this experience did not live up to your expectations; however, we are truly sorry and want to thank you for your patronage with Alaska Airlines.
  
  Sincerely,
  
  
  ****
  Alaska Airlines
  
  Reference#: 7604116
  Incident#: HNLAS95251732

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18146249
  
  I am rejecting this response because: That is not an acceptable reasoning. I was on vacation! How was I supposed to know that instead of enjoying my vacation, I needed to spend hours on the phone to report an incident that your staff was already aware of! Your staff should have told me that I needed to file a complaint and that I needed to take pictures. My goal was enjoying my vacation and locating a new bag so that we could get our belongings back home. My priority and my thought process was not that I needed to take pictures and document my entire process. Furthermore, I contacted you immediately following my return and had anyone responded timely you would have had access to security footage and your staff would have recalled the situation! I should not be punished for flying with you and YOU mishandling my belonging, YOUR staff not doing their due diligence in effectively managing the situation at the airport,and then YOUR claims department not working quickly enough to gather footage. I requested you to get the camera footage the first time I reached out, it has been months now! Your lack of follow through with this situation and treating me like a number and not a cared client of yours is extremely disappointing. I have an Alaska Airlines credit card with you, I fly with your airline every time I travel, and it t is incredibly sad that my support for Alaska Airlines far surpasses your support of a loyal customer. 
  I have never filed a complaint before, and I have been flying with you for years. I understand that people my file claims that are not legitimate and that you need to be cautious of this, but I do not fit that bill. My record will show that this is not a habit of mine. Had the two gals at the airport informed me of what I needed to do next, I would have absolutely obliged. Had the claims department looked into this as soon as it was reported,I have no doubt you would have found record of my lost and unrecovered items and that the two ladies would have remembered trying to find a customers luggage and putting items with no lids into a baggy. You also would have been able to access the video footage as I requested. In conclusion, you are a wealthy corporation fighting a loyal customer of yours for what would be ***** change to you, but for me was hours of overtime away from my family to recoup the loss. If I was the personal making the call on your end, I would be might disgusted with myself.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/28/2022

  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.

  A flight was book for June 16th from ****** to *************. Our flight was suppose to leave approx **** PM and were to arrive in ** at approx 930 am on Friday June 17th to check into our hotel for my daughter college gradation Saturday morning. When we all arrived at the airport (2 hours prior with no check bags) we received a notification that the flight was delayed. viewing the times, we were concerned we would not make our connecting flight in BOS. We spoke to the attendant at the airport, he took the 2 hours to get us new tickets however, separated us. Our new flight got us to **, but then my husband and I had a flight from there to **, however, my daughter was given a flight to Cape Cod then to **. We split up and my husband and I made to what we thought was the gate, but wasn't we had to take a bus to the gate, and the attendant there told us we were going make, no attempt to help us just walked right by us and said no way your making that gate on time and just kept walking. We continued to walk and she yelled HEY, I told you aren't going to make it, the bus is already gone and that we needed to leave. We then went to customer support and waiting 3 hours (our daughter was still waiting at her gate) only to find there were no flights to ***. Alaska left us stranded in **! My daughter then got a notification that her flight was delayed. We finally found a rental car and drove to *** from **. We filed with Alaska and they gave us a refund of 73$ each. REALLY?!!! It would have been nice to be refunded my original money for the original ticket and the full amount of the rental car and gas! My daughter didn't even file a complaint, she doesn't see the point but will refuse to Alaska again as well as myself.

  Business Response

  Date: 09/29/2022

  
  
  
  
  
  
  September 29, 2022
  
  
  Dear ******,
  
  Thank you for your flight from ******* to ************* on June 16th. 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 confirmation code, ticket number and/or flight information. 
  
  As always, thank you for flying with us. We look forward to your reply.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 8022446 

• Initial Complaint

  Date:09/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a round trip ticket to ****** leaving on April 25th 2020 but the trip was canceled when ****** closed its doors to travel because of the Pandemic. I foolishly agreed to a travel credit expecting to resume travel options soon after, but that didnt happen. Alaska agreed to a full credit but to date I have not received it, I have called them 7 times and emailed them 5. The credit card ending in *************************************************************************************************************************** those four numbers! I am exhausted, frustrated and have high blood pressure every time I think about this situation and with dealing with them. This isnt rocket science I just want a darn refund and now I think I deserve a round-trip first-class ticket for all the aggravation!

  Business Response

  Date: 09/28/2022

  September 28, 2022
  
  Dear *********,
  
  Thank you for your email to the Better Business Bureau regarding a refund for the tickets you purchased for your travel to ****** on April 25, 2020.
  
  My apologies for your frustration.  When we refund a ticket it has to go back to the original form of payment.  Our records clearly indicate that your original booking for the travel to ****** in ****************************************** **** and that is where the refund went.  Perhaps you used someone else's card at the time?  Unfortunately, at this point, there is nothing we can do because the monies have been refunded.  
  
  *********, again, my apologies.
  
  Sincerely,
  
  ***********************
  Customer Care Specialist
  
  Ref:  *******

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18138269
  
  I am rejecting this response because: They need to tell me what credit card was used, ***** AMEX, **********  I have never use anyone else's card and I have moved from my home of 22 years so if it went to some card that was closed it won't find its way to me! If they sent the refund they know who they sent it to!
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/04/2022

  
  
  
  
  
  
  October 4, 2022
  
  
  Dear *********,
  
  Thank you for your reply to the Better Business Bureau.  We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  The credit card was a **** card.  The only other information I can provide is that there was another person's name as a contact in the record, ************************  Perhaps it was her credit card?   We have no way of knowing what the issuing bank of the credit card is.  
  
  I am sorry *********, but this is all the information we have.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 7488789 

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18138269
  
  I am rejecting this response because:
  

  That is simply not true! I have never ever used anyone else credit card. If you only refund to the original credit card or person why did you send me the original credit in the form of certificate to my wallet? The original ticket number is *************. Just because you refunded the wrong person does not mean that you don't own me my refund! 
  

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

  Business Response

  Date: 10/12/2022

  
  
  
  
  
  
  October 12, 2022
  
  
  Dear *********,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  We're sorry you feel our response is inadequate. As stated earlier, we are required to refund back to the original form of payment which clearly shows in the history of your ticket as the credit card ending in 8788.  Unfortunately, there is nothing we can do for you.
  
  Once again, I would like to express my sincere regret that you had a negative experience with Alaska. Because we recognize and emphasize the importance of customer **********************, we will always err on the side of our customer and will take any and all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I must consider this case closed. My sincere hope is that you will join us on a future flight so that we may demonstrate the level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 7488789 

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18138269
  
  I am rejecting this response because: If you claim that the refunds only go back to the original form of payment, and that credit card is not mine, then why was it credited to a travel certificate in my name, and unfortunate one I couldn't use in time and did not realize it would expire. Give the full credit card number to the BBB and have them tell us who the card belongs to!   
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/19/2021, using a ****** gift card, I purchased 2 Alaska Airlines round trip flights for my son and I (conformation code YRSEUE); the flight was intended to bring us to *******, where our Alaskan cruise was departing from on 5/30/2022.My son and I arrived early to the airport, the day of the cruise, only to learn that our flight was cancelled (supposed mechanical issue), and there were no other available flights that day. Needless to say, we missed our cruise. I still have not heard if I am going to receive a refund, credit, or nothing at all from the cruise line.Of course I inquired about a flight refund. After being told that I would be refunded for the flight, I received 6 vouchers of 3 different values with 2 different expirations dates, equating to the amount of the ****** gift card that I paid with ($1000); the balance I paid over the gift card was credited to my charge card. 4 of the vouchers expire 12/19/22, which is just 2.5 months away, when I still have no idea if/when I'll be rescheduling our cruise.After several calls ending in customer ********************** refusing a refund, and multiple failed attempts trying to get ****** to assist, I emailed Alaska Air and promptly received a phone call (9/22/22). The agent had no good explanation as to why the vouchers have 2 different expirations dates; she only said the dates cannot be changed. She also said that everything should have been refunded to the original payment, which was a ****** gift card. Our conversation got nowhere, since the expirations dates were not explained or changed, and the money did NOT get put back on a ****** card. If I am not able to book another cruise, I will not need those vouchers, potentially ever. Not everyone has frequent opportunities to travel; I'm sure many of these issued vouchers expire or are forgotten about it, and Alaska Airlines ends up not returning what they were paid which isn't fair, especially in this case since they are the ones who cancelled the flight.

  Business Response

  Date: 09/23/2022

  
  
  
  
  
  
  September 23, 2022
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding the tickets you purchased for your cruise in May of 2022.
  
  In reviewing your record, it appears you have been in contact with our ************************ who advised how the tickets have to go to the original form of payment, which was a credit certificate, and, unfortunately, we cannot refund to another form of payment.  In addition, you were advised that you will need to book by one year from the original date of purchase on the tickets.  Our agent also stated if you were unable to use the $320.02 worth of certificates by the time they expire, she will issue you a $325 Discount Code.  My apologies, but there is really nothing else we can do for you.
  
  *****, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 7626026 

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18116043
  
  I am rejecting this response because:

  I was told that the 4 amounts that expire could be transferred into discount codes but you can only use one at a time. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/28/2022

  
  
  
  
  
  
  September 28, 2022
  
  
  Dear *****,
  
  Thank you for your reply to the Better Business Bureau regarding our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  We're sorry you feel our response is inadequate. Unfortunately, for your situation, we cannot offer compensation.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 7626026