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

• 

  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:09/20/2022

  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.

  My wife and I have decided to write to Alaska Air and voice our concerns on BBB that were improperly addressed by the companys contact form. As long-time members, MVP Gold Elites, and Alaska Air shareholders, I hope you will take our concerns seriously this time and respond with Actions, not just words. On June 10th we submitted a complaint (Ref#*******) and the reply was incorrect. We were told we would receive a reply in 5-6 weeks, instead, it took 8 (8/5). ******** care is a major contributor to NPS. As shareholders, a 6-week turnaround is disappointing, missing the deadline by 2 weeks is unacceptable. You should be promising 3-4 weeks and getting it done in 2, underpromise, overdeliver, business 101. In Alaska's sub-par reply on 8/5, I was told how Alaska evaluates flight markets and how I can earn MVP Gold.. Those answers were not acceptable, they did not address our questions, can be easily googled, and took 8 weeks. Why can't I book into AZO on Alaska's website when I can book into *** or TVC (AA flight)? To clarify (since this was a prior issue) I don't want info on how we can book on AA and earn Alaska miles. American has terrible service, we can't utilize our status since we are only Gold and don't earn a mile per mile flown. Here is an example just so we are ******* clear. If I look at flight options for *** to ***/TVC for example I can book a flight that routes ***?SEA (ASA), SEA?***(ASA), ***?***/TVC (AA). There are many flights to AZO from *** operated by AA. Why on earth is this segment still not bookable after years of AA ********************** Alliance? Next question, will Alaska extend our status through 23? If we did a status match with Delta, we would be able to fly AZO to *** w/o the booking issues and we would keep our status through Jan 24. Outside of the status match being an option. Delta extended status through 23 for all of their 21 & 22 members out of recognition for the travel difficulty while Alaska did not provide that to MVPs.

  Business Response

  Date: 09/21/2022

  
  
  
  
  
  
  September 21, 2022
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding flights out of *********, ********.  
  
  Please allow me to first address the delay in responding to you initially.  Due to several things that were mostly out of our control, we have been experiencing extremely high phone and correspondence volumes.  We were hopeful we would be able to get caught up, but obviously, we weren't.  My apologies for the delay.  
  
  In regards to the ability to book flights out of ********* on ******** so you can connect to Alaska and earn miles.  When we purchased Virgin *******, the *** would not allow us to codeshare in every market that ******** flies.  
   
  When reviewing your Mileage Plan activity, you simply have not flown near enough to maintain your Gold status.  At this time, we have no plans to offer any complimentary extensions due to the impact Covid has had on traveling.  However, we usually have promotions at either the very end of the year or the beginning of the year to help our customers earn their status.  You should receive emails when/if it happens.
  
  *****, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 7670305 

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18054729
  
  I am rejecting this response because:

   

  Hello Adora,

   

  I appreciate your response. It has been a long process trying to get a solid answer regarding AZO, but this new information regarding the VA merger and *** restrictions have helped paint a much clearer picture for me. I think it would be great to have this information on the website for other customers in similar situations so that they can avoid all the back and fourth, another way to show this would be to show partner/OneWorld operated destinations on the Alaska "Where we fly" map. I'd appreciate if that feedback was passed on.

  As for the news regarding the status match, would Alaska please consider at least offering a challenge for us to complete over the next 90 days, like what is offered in Alaska's match program, so to keep our MVP Gold? I will be booking and taking additional trips before the end of the year, either to qualify for a Gold match with Delta or to requalify for Gold with Alaska if you would allow it. Knowing the new information about AZO would mean I would have to fly into *** which is still an inconvenience but since that issue is really out of Alaska's control for the time-being, I'm far more understanding and I'll learn how to manage with ***. The match requirements for Alaska are also slightly less than those of Delta which would make the *** complication a far trade-off. I think this would be an acceptable resolution and I hope that Alaska will agree as we sincerely do not wish to part ways with the Airline. Aside from this issue, our experience with Alaska has been exceptional. We have many leisure travel plans for next year and the company I work for also plans to reopen travel next year, I hope that I can plan on booking that travel with Alaska and their ***************** following your decision.

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

  Business Response

  Date: 09/30/2022

  
  
  
  
  
  
  September 30, 2022
  
  
  Dear *****,
  
  Thank you for your reply.  I am very glad my answer helped clear things up a bit.  As far as the suggestions you made for the website, I will definitely pass it on.
  
  In regards to the status match, as I said, we often have promotions near the end of the year to help our members obtain their status.  I can never guarantee it, of course, but our goal is always to do what we can to maintain your loyalty but also try to maintain some consistency with the rules of our program and the members who are in it.
  
  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#: 7670305  Tell us why here...

• Initial Complaint

  Date:09/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 20, 2022, my wife and I flew from ******* to ****************, *******, ** on Alaska Airlines (AA) flight 313. Upon receiving our luggage, one of the suitcases had missing wheels. I showed this to their employee stationed at the luggage pickup point. She made a note of it and told me that I'd be contacted within few days.Several weeks later I got an email from AA telling me how to file a claim. I did that and emailed it back to them. Six weeks later I got a request for more info, including photos, which I promptly provided.Since then, they have not communicated with me. I've emailed them and sent physical mail to their CEO, *************************. Apparently, customer ********************** has little meaning throughout that organization.It's now been approximately five months and AA has done NOTHING. Here is the pertintent information identifying my claim: Alaska Airlines Incident Number: PAEAS46033132 File Locator: LPBSXD Bag tag number(s): **********

  Business Response

  Date: 09/21/2022

  
  Dear *******,
  
  This is in response to your BBB Complaint Case ID #********.
  
  Thank you for taking the time to write about your Alaska Airlines flight from ******* to **************** on April 20, 2022.  On behalf of *************************, I appreciate the opportunity to address your concerns.
  
  In an industry where customer ********************** is vital, we have always made every effort to provide exceptional service to our customers. We understand that careful and thorough handling of your baggage is a part of this commitment. You have every right to expect that your personal belongings will arrive intact at your final destination. I regret that we did not meet that expectation for you and that your luggage was damaged during your flight. 
  
  We appreciate that you reported the damage to the Alaska representative at the airport and filed Incident #PAEAS46033132. I am truly sorry that you were not contacted within the timeframe that you had been advised that you would hear from us.  According to the remarks in your file, we sent you a Statement of Mishandling Form on May 4th and requested that you include photos of your luggage.  We received your Statement of Mishandling Form in the mail on June 2nd, however, we have not received any photos of your bag.      
  
  A review of your file found that we sent you an email on June 22nd requesting that you submit photos of your luggage for our review.  However, we have not yet received any photos of your baggage.  For your convenience, I have attached that email at the end of this letter.  Please be advised that you may submit the photos and supporting documentation in a reply to this email in JPEG or PDF format.  Upon receipt of the photos, we will proceed with reviewing your case.
  
  *******, thank you for taking the time to contact us. We value your patronage and apologize for any inconvenience caused by your baggage experience. It is our hope that we will have the opportunity to welcome you onboard an Alaska Airlines flight in the future, so we may demonstrate the exceptional service you deserve.
  
  **************************** P
  Alaska Airlines
  
  Reference#: *******
  Incident#: PAEAS46033132
  
  
  June 22, 2022
  
  
  Dear *******,
  
  We have received your Statement of Mishandling paperwork. In order for us to continue processing your claim please submit photos of the damaged luggage so may assess the damage. You can simply reply to this email and attach the photos in JPEG or PDF format.
  
  As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.
  
  Sincerely,
  
  
  ******
  Central Baggage Service
  
  
  
  Reference#: *******

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18042821
  
  I am rejecting this response because: On 6/23/2022 I emailed the requested photo per AA's request. I never got a response. On 8/16 I sent an email asking about the claim status, which was never answered. Even though you have all my contact information, I have never heard back from AA.

  Here is a smaller copy of that image.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/04/2022

  October 4, 2022
  
  
  Dear *******,
  
  This is in response to your BBB Complaint #********.
  
  Thank you for your communication and sending in a photo of the damage to your bag. On behalf of Alaska Airlines, please accept our apology for any miscommunication or complications you may have experienced during our claims process. Unfortunately, our records do not indicate that we received communication from you on June 23, 2022 or August 16, 2022.
  
  I have had the opportunity to review your file and submitted photo in greater detail. Based on the photo provided, the damage appears to be the result of normal wear and tear while a bag is traveling through the conveyor belt system. Therefore, we must respectfully deny your request for compensation. For additional information about Alaska's Contract of Carriage, I invite you to visit our website, https://www.alaskaair.com/content/legal/contract-of-carriage/rule-15.  
  
  As a short explanation, checked luggage travels alone on a conveyer belt system through the airport, alongside thousands of other bags. The conveyer belt system includes turns, diverters, chutes, and kickers to ensure the bags are routed to their intended destinations. Protruding parts, such as wheels, can easily stick out of the conveyer belt during turns and going down chutes. It is never our intent for any bags to get damaged. 
  
  Please know that I have shared your concerns with our ******* Station Managers. In doing this, I am hopeful that we may improve and take better care of you next time.
  
  As always, thank you for choosing Alaska Airlines. We value your patronage and look forward to welcoming you onboard again.
  
  Sincerely,
  
  
  ****
  Alaska Airlines
  
  Reference#: 7505523
  Incident#: PAEAS46033132

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18042821
  
  I am rejecting this response because: AA first claims that, "the damage appears to be the result of normal wear and tear while a bag is traveling through the conveyor belt system."  Normal wear and tear? The luggage had only been used for six or seven flights. Not much wear and tear.

  Then AA acknowledges that their care of my luggage was not adequate and it did not receive proper care by stating, "I am hopeful that we may improve and take better care of you next time." That they may improve? This is not a new company with little experience. It was founded in **** by *************************. One would expect that in ******************************************************************************* refusing luggage that they feel incompetent to handle.

  It appears that AA policy, at all levels, is to ignore complaints as long as possible then, if the customer continues, to hide behind some jargon hoping to create a smoke screen, rather than facing an issue and accepting responsibility for corporate failures.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 12th I checked my golf clubs on Flight 183 from *** to ******. I safely packed the clubs wrapping each head separately in bubble wrap, and securing them in the golf bag with extra foam padding as learned from a golf professional and on ******** I then placed the bag into it's carrying case and carefully secured it with extra foam padding protection to ensure it arrived in one piece. I also put a lock on the bag. On August 18th I took the bag out to play golf and found that Alaska Airlines and TSA had opened the bag, taken it out of the case, totally rearranged it and broken the stand to the golf bag, therefore my bag will no longer stand up. I contacted the manufacture of the bag Titleist and they do not sell replacement parts and so I will have to replace the entire bag for $283.08. Upon contacting Alaska Airlines they will not cover the cost as they say that I did not file the claim in time. If I did not open my bag, how would I have known that it was broken? Thank goodness nothing else was broken and why were they negligent in rummaging through my bag when I packed it so diligently. I have also filed a claim with TSA and have not heard anything. I would appreciate you collecting the money for me so that I can replace my broken golf bag. Thank you.

  Business Response

  Date: 09/21/2022

  
  September 20, 2022
  
  
  Dear ****,
  
  This is in response to your BBB Complaint Case ID#********.  
  
  Thank you for writing about your Alaska Airlines flight from ************* to ****** on August 12, 2022.  I can acknowledge that this has been a frustrating experience for you and I appreciate the opportunity to address your concerns.
  
  As an airline that takes pride in our reputation for providing exceptional service, it was disappointing to learn that your golf bag had been damaged during your flight, especially after you had taken extra precautions to pack it securely. I am truly sorry that your golf bag had been rearranged in the carrying case and that the stand was damaged requiring the replacement of the entire bag.  
  
  When passengers discover damage to their luggage, a report must be filed within 24 hours of their arrival. As you had been advised in our August 23rd email, since you had traveled on August 12th but did not report the damage to your baggage until you called our office on August 18th, your case was not filed within the required timeframe and we are unable to provide reimbursement.  Please visit our website for further information regarding baggage issues at https://www.alaskaair.com/content/travel-info/baggage/baggage-claim/delayed-damaged-missing.
  
  Since you stated that the ************************************** (***) had conducted an inspection of your bag, the concern you described is the responsibility of *** employees or contractors reporting to the ***.  Alaska does not open nor inspect passengers' baggage. Unfortunately, we are unable to request reimbursement from the *** on our passenger's behalf. Please continue to follow up with the claim you have already filed with the *** regarding your baggage issue.   
  
  ****, we appreciate that you have taken the time to contact us.  We value your patronage and apologize for any inconvenience caused by your damaged golf bag.  It is our hope that 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 high level of service that you deserve.
  
  **************************** P
  Alaska Airlines
  
  Reference#: 7908285
  Incident#: EWRAS39089152
  
  

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18042716
  
  I am rejecting this response because:
  

  The golf bag was damaged upon receipt whether it was opened the same day or days following. If I would have found the damage earlier of course I would have filed the claim earlier. I believe that this is the responsibility of Alaska Airlines to fully cover the cost. Please escalate this matter to the appropriate authority for an exception in order to resolve this issue in a timely matter.  Thank you very much.

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

• Initial Complaint

  Date:09/14/2022

  Type:Order 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.

  We traveled to Lake Tahoe in the month of July, round trip, via Alaskan Airlines. Our suitcase never made the trip and we had to spend $300. I followed their process and submitted the receipts for reimbursement, however, we are now going on 8 weeks and I still keep getting the run around. I have asked on a couple occasions to speak to a supervisor but no one has ever contacted me. Their emoyees, on numerous occasions, have said that they would reimbursement me within 4 to 6 weeks...again we are now going past 8 weeks. Please help to resolve this matter. ??

  Business Response

  Date: 09/16/2022

  September 15, 2022
  
  
  Dear ****,
  
  This is in response to your BBB Complaint # ********.
  
  Thank you for taking the time to write about your experience after flying on Alaska Airlines from *********** to **** on July 10, 2022.  From what you have described, I can acknowledge your frustration surrounding your baggage experience and appreciate the opportunity to address your concerns.  
  
  First and foremost, I would like to apologize that your luggage did not arrive at your destination after your flight. According to the remarks in your file, your luggage was accepted for check-in after the minimum cutoff time and was unable to be loaded onto your flight.  As described on our website, luggage must be received for check-in no later than 40 minutes prior to a domestic flight.  Please visit our website for further information at Check-In & Boarding Cut-off Times - Alaska Airlines.
  
  I was thankful to find that your bag was forwarded to the **** Airport later the same day and a Baggage Delivery Order was created the next day on July 11th to deliver your luggage to you.  I was pleased to see that you had been sent a $50.00 Discount Code as a gesture of apology for your baggage delay.
  
  We appreciate that you submitted your receipts for purchases made while waiting for your luggage in the amount of $277.82. We request that passengers allow 4 to 6 weeks to process claims and I am very sorry for the delay in your reimbursement. It was disappointing to learn that you were not contacted by a supervisor with an update regarding your claim as you expected. I was thankful to find that your payment in the amount of $277.82 was sent to you today September 15th.  
  
  ****, thank you for reaching out to us.  We value your patronage and apologize for any inconvenience caused by your baggage experience.  It is my hope that we will have the opportunity to welcome you on an Alaska Airlines flight again soon, as I am confident we will exceed your expectations on a future flight.
  
  **************************** P
  Alaska Airlines
  
  Reference#: 7792047
  Incident#: RNOAS12965414

  Customer Answer

  Date: 09/17/2022

   
  Complaint: 18025522
  
  I am rejecting this response because: 

  First of all; the response states that I was sent a payment when in fact, Alaskan Airline employees have stated that I would get a link in order to get paid directly to my bank account. I was emailed directly by an Alaskan Aiines employee that stated they have processed my payment and that I would receive an email with a link, however, nothing was ever sent to me. I just feel they are just paying time. Secondly, the email states that I or we received our baggage the same day which wasn't true.

  Sincerely,
  
  **********************;

  Business Response

  Date: 09/23/2022

  September 22, 2022
  
  
  Dear ****,
  
  This is in response to your BBB Complaint #********.
  
  Please accept my apology that you have not received your reimbursement related to your Alaska Airlines flight from *********** to **** on July 10th.  According to the remarks in your file, your luggage was delivered to you the next day on July 11th. 
  
  
  As advised in our September 15th email, your reimbursement had been submitted for payout in the amount of $277.82 and you would be receiving an email from Payout Network within a few days.  I am very sorry that due to a backlog in claims, your reimbursement was not processed as soon as you had been advised.  We appreciate your patience. Reviewing your case I see that your payment has been processed and your payout has been claimed.  
  
  ****, thank you for contacting us.  We value your business and look forward to welcoming you onboard another flight soon.
  
  **************************** P
  Alaska Airlines
  
  Reference#: 7792047
  Incident#: RNOAS12965414

  Customer Answer

  Date: 09/28/2022

   
  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:09/13/2022

  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.

  Formal Complaint Filed with and against Alaskan Airlines (#*******), receiving this back from ******** in ************* on 9/13/2022, "I don't see that there is a response to be given." Im writing to lodge a formal complaint and seek appropriate remuneration for how my wife (age 61) and I (age 63) were mistreated by your airlines today. Reservation # CGCBVS. We had a direct flight scheduled from ********* to *******, on our way home to Michigan. However, hearing multiple announcements at our gate the plane was significantly overbooked, we determined to talk to the Gate Agent and agreed to take another flight to accommodate other passengers, being promised: 1. We would arrive to ******* in time to take our late evening connecting flight from ******* to Michigan, which we did not. The flight she booked us on (the mail route) involved 4 separate stops (Flight 64) before arriving late into *******, including being delayed an hour at one location to "load on extra luggage that was in storage due to cancellation of an earlier flight."2. My wife and would be able to sit together with a window seat for this long flight, "allowing us to see the Alaskan coastline", to include First Class seating from ********* to *******, which also did not occur, we being scattered around main cabin seats for these many flights. 3. We would each receive $700 in travel credit in compensation for giving up our direct flight seats to *******, which we did not, instead receiving $600@, she reneging after our ******* Flight had left.In summary, she (the gate agent) very much misrepresented what we were to receive and set us up for a horrendous travel experience!!Expecting to receive appropriate compensation for this gross mistreatment, we're prepared and intending to take other social, civil and legal action against Alaskan Airlines if not responded to ASAP!!*** and ***********************************, *************, *************

  Business Response

  Date: 09/14/2022

  
  
  
  
  
  
  September 14, 2022
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your recent flight from ********* to *******. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is to hear from you.
  
  I was very sorry to read that your original flight was oversold.   We appreciate your willingness to be reaccommodated on a later flight. 
  
  I have conducted a thorough investigation, including speaking with the agent who assisted you in *********.  I do want to apologize for any misunderstanding of the compensation you would receive and the experience with the delay of your flight arriving in ******* which caused you to miss your connecting flight to Michigan.  In addition, the fact that you thought you would be seated in First Class on the ********* to ******* flight. I can assure you that our agent did not intentionally misrepresent what you were to receive and, again, apologize for any confusion.   
  
  Please accept my sincere apologies for the response you received from ******** when you sent a chat for the second time.  This is not acceptable and will be forwarded to her supervisor for review.
  
  ******, if you missed your connecting flight to Michigan and incurred a hotel expense, as an exception I would be happy to reimburse you.  Please provide me with a receipt for your hotel stay and verify your mailing address.  
  
  ******, 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#: 7975363 

  Customer Answer

  Date: 09/14/2022

  Complaint: 18022842
  
  I am rejecting this response because it does not offer appropriate remedy/compensation for the significant concerns expressed in my Complaint.  The Gate Agent promised us several things to coax/entice us into accepting a flight bump, but then failed to deliver on most of them, reneging after seating other passengers in our seats and sending our plane on its way.  She is now, obviously, seeking to protect herself, not being forthright about what occurred.

  As to AA's offer to pay for our Hotel in ******* on 9/10, which would have been required having missed our connecting flight, after a long, long day of travel (The Milk Route, involving 5 separate stops enroute to *******), I, a 63-year-old man, was coughing and feeling heavy chest congestion, greatly fearing I had contracted Covid while in Alaska.  As a result, also hearing ******* is not a safe city to stay, we rented a car and drove north that night to spend the evening with some people we know who live in the Oak Harbor area, where I was tested and confirmed to have contracted Covid, further delaying our return home by 2 more days.

  Attached is our Rental Car Contract, which rather than multiple hotel night stays in *******, was a direct added expense we incurred in this very difficult situation.  
  
        Rental Agreement - 838281570
        Rental Location - ****** AP, **
        Date - 2022-09-14
        Renter - ***********************

  Sincerely,

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

  Business Response

  Date: 09/20/2022

  
  
  
  
  
  
  September 20, 2022
  
  
  Dear ******,
  
  Thank you for your response to the Better Business Bureau.
  
  I have submitted a request to our ********************* for reimbursement of your car rental.  You should receive a check within 15 business days.
  
  My apologies, again, for any misunderstanding.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 7975363 

  Customer Answer

  Date: 09/23/2022

   
  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:09/12/2022

  Type:Sales and Advertising 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 am a very loyal Alaska Airlines customer and have been for years. They have been the only airline that I use whenever possible. So much so that I had around $5,000 in travel cancellations with Alaska Airlines due to the coronavirus pandemic. These funds all had different expiration dates. Alaska used to send notifications when travel credits were about to expire but they stopped doing that. Due to this, I missed one of my expiration dates which led to losing almost $2,000 in credits. I wrote to Alaska Support to ask them to please consider extending the expiration as I have travel to visit family that I need to use this credit for. This request was denied and the support agent abruptly ended our conversation. This is extremely painful for my family to lose these credits. This is money that I paid to Alaska that they will now be keeping. I thought that Alaska cared more about their customers than other airlines and had recommended them to others based on this opinion. Now I feel cheated and am reconsidering if I should give them my business in the future. All I'm asking for it to be able to use the money that I already paid them.

  Business Response

  Date: 09/13/2022

  
  
  
  
  
  
  September 13, 2022
  
  
  Dear ****,
  
  Thank you for your email to the Better Business Bureau regarding your expired residual value certificates.  It's our goal to make sure every interaction you have with Alaska goes smoothly. The best way for us to do that is to hear from you.
  
  We are more than happy to issue you four Discount Codes for the value of your residual value certificates.  To use the codes, 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 ECSR500CFYQG035892, in the amount of $500
  
  *****************************, Discount Code ECSR500CNYYG035893, in the amount of $500
  
  *****************************, Discount Code ECSR500CDYTG035894, in the amount of $500
  
  *****************************, Discount Code ECSR500CTYBG035895, in the amount of $500
  
  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#: 7978284 

  Customer Answer

  Date: 09/13/2022

   
  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:09/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We flew from *** to SEA on 9/11, the flight was **** SEA.It was such a disappointing flight, mainly because Alaska's staff lack of training on how to be professional.1. We had our 7-month-old baby with us, but the team didn't invite people who have strollers or babies to be onboard first, despite that we upgraded our seating, too. We only got onboarded because we saw a long line lined up to get boarded. I think Alaska disrespects moms with babies, and never cares about them, while this it's actually a norm for society.2. We checked in the baby car seat, and the baggage didn't make it with our flight, the incident number is SEAAS12414149. This again shows how Alaska disrespects moms with babies. I stood at the baggage claim area for about two hours holding our baby, because she was annoyed by sitting in the car for more than two hours! Alaska's staff doesn't even care!!! The car seat is the most important thing for families with babies, because of safety, and the luggage transport team transferred everything but left the car seat in ***. It shows how much Alaska didn't care about BABIES!3. The most disguising part is the supervisor in SEA at the bagging service. She tried to **** off all her customers.Customers understand that this is not something that is done by the bagging team on purpose, but we want to have more transparency and understand when we will get our luggage or at least where are they right now to calm down. I was told that the luggage might get here with the next flight from *** to SEA, but the supervisor just said "I DON'T KNOW WHEN IS THE NEXT FLIGHT, CHECK IT BY YOURSELF!!!!!". Her attitude is the most disguising part!!! Which ****** people off in such a situation. Then, my car seat was valued $1000, then she gave us a $60 car seat from ******* with a super bad attitude, and said, "Take it or leave it!" That's how she behaved!!!!This "supervisor" is strongly discriminating against Asian women who have babies with them. This is a crime.

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2022 I traveled from *******, ** to ********, ****** on Alaska Air. On July 13, I returned from HON to *******. I checked my bag with first class accommodations in ******** with the desk agent. I was given my baggage tag receipts. Upon landing in *******, we collected our bags except for one, mine. We filed a claim with the desk agent in *******. When I got home, my bag still did not arrive. I followed up with an in person visit to DCA Alaska Air Baggage Claim and filed another claim. I then went on line to track my claim. Then I called several times. I followed up with emails and letters. It is now Sept 12, TWO MONTHS since I returned from ****** and I STILL DO NOT HAVE MY BAG. I filled out the proper claim paperwork and was told (differently than I was originally told) that it will be another 6-8 weeks before they will consider reimbursing my claim for my lost luggage. At this point, I do not think I will ever see my bag. Well, I know I won't. I just want to be reimbursed but that seems to be difficult too. Very disappointing.

  Business Response

  Date: 09/17/2022

  September 16, 2022
  
  
  Dear ******,
  
  This is in response to your BBB Complaint #********.
  
  Thank you for taking the time to write about your recent experience with Alaska Airlines. From what you have described, I acknowledge that this has been a frustrating experience for you and I appreciate the opportunity to address your concerns.
  
  First and foremost, please accept my sincere apology that your luggage did not arrive with your flight. In an industry where customer ********************** is vital, we have always made every effort to provide exceptional service to our customers. We understand that careful and thorough handling of your baggage is a part of this commitment. You have every right to expect that your personal belongings will arrive intact and on time at your final destination. I regret that we did not meet that expectation for you.
  
  Upon review of your file, it is noted that our Central Baggage Office sent you an email on July 22, 2022, requesting you fill out our Statement of Mishandling form. On this document, it is advised that most claims are resolved within 4 to 6 weeks from the date your documents are received. Additionally, this form does state on page 1, that we use a computerized tracing system that searches airlines worldwide in locating your luggage. In the event that we are unsuccessful in locating your bag, you will be notified via email so we can begin our reimbursement process for your luggage.
  
  I am truly sorry you felt Alaska Airlines has not remained consistent regarding the timeline of how claims are processed. However, upon further review of your claim, another email was sent to you on August 3, 2022, advising that we were still waiting on your submission of your Statment of Mishandling form. Our records indicate, that your documents were finally received on August 6, 2022. An email was sent to you on August 22, 2022 advising we had received all your documents and to allow 4 to 6 weeks for us to properly process your claim. Please be advised the delay in processing your claim, is due to the late submission of your documents. 
  
  ******, I regret to inform you that during our best search efforts we have been unsuccessful in locating your missing luggage. At this time, we have declared your luggage lost and have moved forward with your reimbursement. 
  
  I have processed your payment in the amount of $471.00 USD. Please follow the instructions in the email you'll receive titled' Alaska Airlines sent you a Payout!' to claim your settlement within 30 days. The amount issued does not include the glasses, books, souvenirs, chocolates, cookies, doll, handmade ornaments, or cards as these items are excluded from coverage according to our baggage service plan.
  
  I apologize for any inconvenience you experienced. As a customer ********************** gesture, I am including a Discount Code. 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. This Discount code is 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) ECSR200CSYQL414807, in the amount of $200.00.
  
  Finally, please know I have shared your overall experience with our ********, *******, and DC Station Managers for training opportunities. In doing this, I hope that we can service you better in the future. 
  
  We value your business and hope that you will give us another chance as an airline. I am confident that you will experience the service that Alaska Airlines is known for and ultimately that you deserve. 
  
  
  Sincerely,
  
  
  ******************
  Central Baggage Service
  
  Reference#: 7817787
  Incident#: DCAAS45125446

  Customer Answer

  Date: 09/17/2022

   
  Better Business Bureau:

   

  Please note that I did not submit the paperwork because when I filed my claim in person at DCa and followed up with a call to your central luggage phone line they told me I DID NOT HAVE TO COMPLETE it.  The service has been less that average and the communication awful. I have so many credits from Alaska but doubt I will use them. This has been a huge disappointment. How can you tell me things in my luggage are not covered by your policy when you LOST my bag!!!!????  Completely lost my luggage-not delayed but LOST.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. WHAT ARE MY OTHER Options?  None 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/10/2022

  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 wife and I flew from ***** to ******* on Saturday, September 10th on flight 728. We have been trapped on the tarmac for nearly 3 hours in intense heat, and we havent even started liftoff yet. This has destroyed our travel plans and we deeply regret choosing Alaska.

  Business Response

  Date: 09/12/2022

  
  
  
  
  
  
  September 12, 2022
  
  
  Dear ******,
  
  Thank you for your email 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.
  
  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 inclement weather. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.
  
  ******, 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#: 7976191 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 18009137
  
  I am rejecting this response because: No attempt at remediation was made. The *** requested that I attempt to resolve the situation with the airline before filing an official complaint, but that does not appear to be of interest to them.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/19/2022

  
  
  
  
  
  
  September 19, 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. Unfortunately, for your situation, we cannot offer compensation as the delay you experienced was due to weather, which is out of our control.
  
  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#: 7976191 

• Initial Complaint

  Date:09/09/2022

  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 said they would credit me $125 for a 5-hour delay I faced on my flight from ********* to ****** last Saturday, which they said was due to weight and balancing issue. They are now saying it was due to weather and refuse to give me any credit. I want my $125 for the delay.

  Business Response

  Date: 09/12/2022

  
  
  
  
  
  
  September 12, 2022
  
  
  Dear *******,
  
  Thank you for your email to the Better Business Bureau regarding your flight from ********* to ****** on September 3rd.  It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  In reviewing your reservation and the history of your flight, our records indicate that the delay was due to weather.  My apologies for any confusion.  When a delay is due to weather issues, we do not offer 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#: 7974883 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 18004389
  
  I am rejecting this response because:

  I was guaranteed a $125 credit by a customer ********************** agent at 1:16 PST on September 3, 2022. It was on a recorded line and if you do not honor this request, I will move forward with a subpoena.

  Sincerely,
  
  ******* Commons

  Business Response

  Date: 09/15/2022

  
  
  
  
  
  
  September 15, 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.
  
  My apologies for your disappointment in our response.  Unfortunately, we are unable to issue you a $125 Discount Code for the reasons stated in my previous email.
  
  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#: 7974883 

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18004389
  
  I am rejecting this response because: This answer does not reflect what was previously pronised to me. I will be moving forward with the subpoena process to get this matter legally resolved.

   

  My best,

  *******
  
  Sincerely,
  
  ******* Commons