Business Profile

Airlines

Alaska Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:09/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a 6am flight on 9/3 from ******************* to *******, **********. I had arrived at the terminal, by customer assistance between ******, and the assistant did not check me in stating that the plane has already left. When I mentioned that the light is at 6 am, she then asked what is your flight number, to which I responded, "I don't knowwhile bringing up the flight number on my phone" as everything today is done online. She says "I need to come to the airport prepared" with an attitude. She then says that she will check if she can check me in. She calls someone on the phone and says the following in abrupt voice, I have someone for the flight, not even checked in, within seconds hangs up the phone and tells me that I have missed the flight. I then ask her to get me a manager to which she says, "No, I will not do that" and hands me a pamphlet with Alaska airline phone number. I then ask again to speak to a manager, to which she says " No, I will not do that" , in the meantime, I have asked her to get me on another flight to which she said that she cannot because I booked it through Priceline/Booking.com. I ask again to speak to a manager, I might have asked 4-5 times until she steps out of her booth and walks out, without telling me where she is going. I then went to the associate next to her and asked to call a supervisor, he turned around and said, "I see her talking to a supervisor, they are coming over" At this time, it's already 5:43am. The manager came by said that "I need to calm down" and that I have missed the flight and will need to book another ticket with booking/priceline. I then ask the associate that was originally helping to give me her name, and I asked 2-3 times, she refused to give me a name, I then asked her manager who gave me her name after the 3trd time. I had arrived at the airport at 5:35AM. From the start the employee was rude, condescending. I had to buy another ticket for going and return, because they cancelled my entire purchase.
Business Response
Date: 09/09/2022

September 9, 2022

Dear ******,

Thank you for your email to the Better Business Bureau regarding your flight from *********** to ******* on July 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.

Because our customers count on us for an orderly and on-time departure, we have instituted a check-in procedure that requires our customers to be checked in at a minimum of forty minutes prior to the scheduled departure time and available for boarding at the departure gate at a minimum of thirty minutes prior to the scheduled departure time. At ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departure. There may be stricter airport-specific check-in procedures that vary from airport-to-airport; therefore, we always recommend reviewing our Traveling with us on alaskaair.com prior to your flight for the most up-to-date information. Allowing customers to check-in late may delay the flight, as it affects many behind-the-scenes fuel, baggage, and weight-and-balance calculations being performed by our pilots and dispatch personnel. Therefore, in fairness to all our customers, we must respectfully decline late check-in attempts. I sincerely apologize that this procedure inconvenienced you on your recent trip and hope your future air travels go smoother.

Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent that we have failed when our agent did not honor your request to speak to a supervisor. Our employees are committed to taking great care of passengers while looking out for customer comfort and safety. We understand this was a frustrating experience for you and offer our apologies. We assure you that we have shared your concerns so we can continue to improve and take better care of you next time.

******* 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#: 7967779
Customer Answer
Date: 09/15/2022

Complaint: 18001369

I am rejecting this response because:I was on the 12pm plane and its registration was delayed by 15 minutes and the flight itself flew out 20 minutes later. Why is it OK for the Airline to postpone registration and the flight at 12PM and why not take the above and beyond service (not to mention the poor service received) and ask the associates by the terminal that there is one person downstairs and she'll be by the terminal within the next 5-6 minutes. If the associate checked me in, I would have ran to the terminal, as I was not checking in baggage and there was no line at the security. Let me remind you that it was 5:30 in the morning. When I checked in for the 12pm flight, check in took less than 5 minutes. I have flown many international and domestic flights and have seen many people check in last minute. And, if this is Airline is soooo strict about their check in time and flight schedule, then 1) make sure that the third party that you sell tickets write in big letters that people need to arrive 2 hours before the flight (this is what the associate told me, that I should have come to the airport at 4am, 2 hours before the flight, for a domestic, 2.5 hour flight and not 45 minutes as you mention in your response, hence your answer and what your employee in *** state do not match), 2) Do not delay other flights and ensure your flights are on time (which did not happen with the 12pm).
Your associate did not just do wrong by not calling a supervisor, but, by showing poor service from the beginning in her tone, and they way she was expressing herself. That associate was rude, condescending and unprofessional. I would like to discuss further about the associate as I don't feel that she should be allowed to be working with customers. She has poor representation of your airline. Please let me know when and how you like to discuss further about the associate. I will describe her to you, so you can investigate further.

Sincerely,

*************************************
Business Response
Date: 09/22/2022

September 22, 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 do appreciate the concern you have regarding how our agent dealt with the situation. I can assure you that is has been forwarded directly to the agent's supervisor for review. If you would like to provide us with more information, please feel free to respond to this email and I will forward any additional comments directly to the agent's supervisor.

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#: 7967779
Initial Complaint
Date:09/03/2022
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.
Hello,I'm issuing this complaint in response to my flight credit on Alaska Airlines expiring with no warning or notice from the airline whatsoever, via email, text, etc (despite them sending me daily emails for marketing purposes). This is clearly a deliberate tactic to quietly let as many flight credits as possible to expire without customer knowledge. Happy to answer any questions about my experience.
Business Response
Date: 09/05/2022
September 5, 2022

Dear *********,

Thank you for your Better Business email regarding your certificate which expired on February 17, 2022.
We do understand that planning and rebooking travel during these unprecedented times can be a challenge. I apologize you didn't receive notice your Credit Certificate expired. When you deposited the credit into your wallet on 4/27/2021 the expiration date is held there for you when you log in. I am happy to offer you a Discount Code as a one-time exception to help offset the value of your expired certificate. The discount codes are valid for one year from the date of this email which we hope will provide you with additional time to consider your travel options.
Please reference your Discount Codes below when booking your next Alaska Airlines flight. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.
*****************************, Discount Code ECSR325CJYPD009431, in the amount of $325

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,

Cheri
Customer Care Representative

Reference#: *******
Initial Complaint
Date:09/02/2022
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 8/4/2022, Alaksan airlines delayed our flight 1 hour due to weather. Alaskan airlines then informed us of another 1 hour delay due to the airplane needing a part. Alaskan airline then informed ** this would be a 6 hour delay after all other airlines that morning from ******* ** to ******* ** were gone. This new 6 hour delay caused ** to miss our cruise with Norweigan cruise line from ******* that day. Alaskan airlines did not help ** get to any other ports and caused ** to lose out on a total trip in the amount of $2,689.62 due to their delay. I'm very dissatisfied on how this was handled by Alaskan Airlines and no willingness to help us make our cruise which was a complete financial loss to us. I am requesting a refund from Alaskan airlines for the missed trip due to their unwillingness to assist in this time.
Business Response
Date: 09/05/2022
September 5, 2022

Dear ******,

Thank you for Better Business Bureau email with regard to your refund request. Unfortunately, I was unable to find your Alaska Airlines flights with the information you provided to us. So that I can look into this further, please provide the following information:
Date of travel on Alaska Airlines, Routing (from/to), passengers names, confirmation and ticket number.
Please reply to this email with any or all of requested information which will assist me in locating your reservation. The acceptable file formats are: jpg, gif, png, tif, bmp, pdf.

I look forward to your reply and assisting you further.

Sincerely,

Cheri
Customer Care Representative

Reference#: *******
Customer Answer
Date: 09/07/2022

Complaint: 17898489

I have attached the air confirmation information request

Sincerely,

*****************************
Business Response
Date: 09/13/2022

September 13, 2022

Dear ******,

Thank you for sending the additional information to the Better Business Bureau regarding your registered complaint.
I have completed a thorough review of your itinerary and would like to apologize for your experience. Because you purchased an air/sea package there is not a definitive dollar amount applied to the ticket portion that we can refund. However, in response to reimbursing you for the cruise that you missed, we will need you to provide a copy of your receipt and also a letter from Norwegian Cruise Lines stating that due to the issue with your flight, they will not refund nor provide you a credit for the amount of the cruise. Once received, we will review it and then advise what we can do for you.

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#: 7957894
Customer Answer
Date: 09/19/2022

Complaint: 17898489

I am rejecting this response because: attached requested information

Sincerely,

*****************************
Business Response
Date: 09/23/2022

September 23, 2022

Dear ******,

Thank you for sending the additional information. I was able to view the receipt, but the other two documents would not download. What I really need is a letter from the cruise line stating they will not provide you with any credit or a refund. This must be on their letterhead or an email from them. If that was in one of the other attachments, please try sending again as a pdf.

Thank you.

Sincerely,

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

Reference#: 7957894
Customer Answer
Date: 09/27/2022
Hello

My complaint is requesting the attached document however will not allow me to add or respond. Please add the attached to the complaint Id ********

Thank you,
*****************************

Business Response
Date: 09/27/2022

September 27, 2022

Dear ******,

Thank you for sending a copy of the email from Norwegian Cruise Lines.
We are happy to reimburse you for the lost cruise. It is very disappointing that cruise companies do not even work with their guests on something like this that is clearly not the guest's fault. Providing you with a credit for a cruise you already paid for would be the right thing to do, even if it's a partial credit.

You should receive a check within 15 business days. Please be advised that it comes in a plain, white, perforated envelope with our logo on it that some have mistaken for junk mail.

******, 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#: 7957894
Initial Complaint
Date:08/30/2022
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.
Date of transaction: 8/30/2022 Flight confirmation number: UHUSZK Flight number: AS **** Amount of money paid: $746.98 Passengers involved: 2 Details of the problem:We booked AS **** from ********* to ************* with Alaska Airlines that departs on 8/30. Alaska Airlines canceled the flight on the same day of departure and refused to offer a refund for the tickets. We had to rebook another flight from United so that we can arrive in ************* on 8/30 as planned. We had to pay $880.00 for the new tickets, significantly more expensive than the original tickets from Alaska Airlines. Alaska Airlines canceled their flights, causing huge inconvenience for me, why was I punished by overpaying for the same service that I was originally owed? This is deeply unfair.
Business Response
Date: 09/12/2022

September 12, 2022

Dear ****,

Thank you for your email to the Better Business Bureau regarding a refund of your unused ticket. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

In reviewing your reservation, a refund was submitted on August 30, 2022. You should be able to see it on your credit card statement.

Siqi, 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#: 7976129
Initial Complaint
Date:08/26/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked flights through Expedia for TD a points program, I'm in ****** and flying from ********* ****** to *********. When we booked it I selected the return flight, with the ability to change flights included. It said the ticket is with multiple carriers. It turns out we can't transfer through ************* or any ** city because we don't have a vaccine passport documents which is required by CDC. Although our first flight is with Air ****** apparently Alaska airlines and united airlines are in charge of the ticket. All options go through the US which won't work for us. They won't refund the tickets, and there's no way we can use the credits they offer. It's also a nightmare trying to talk to anyone and get some solution. One way I thought would work is to allow my parents or family to use the credits but they won't allow this either. Its very inflexible and there are so many complications. Navigating and trying to find a workable option online or trying to get someone on the phone to help is impossible!
Business Response
Date: 08/29/2022
Tell us why here...
August 29, 2022

Dear ****,

Thank you for your email through the Better Business Bureau. I am sorry you are frustrated with our refund policy and am happy to look into it further for you. So that I may assist you further, I will need a little more information from you. Please respond with as much of the following information you have which will assist me in locating your reservation.
Dates of travel on Alaska Airlines Routing (from/to), passengers names on the Alaska Airlines ticket, ticket number and the Alaska Airline confirmation code

I look forward to your reply. Once received I will be able to assist you further.

Sincerely,

Cheri
Customer Care Representative

Reference#: 7939476
Customer Answer
Date: 08/30/2022

Complaint: 17781072

I am rejecting this response because: further info required.

We were meant to fly from ********* with air ******, to ************* then to ***************, Sept 2nd. its set up as a one way ticket and return is with United. I think these were the ticket numbers
014-3974427448
0273974427358
0273974427357
0273974427359

Sincerely,

*****************
Business Response
Date: 09/14/2022

September 14, 2022

Dear ****,

Thank you for your email to the Better Business Bureau. My apologies for what you are experiencing. I need just a little more information. In your original complaint you stated that you booked through Expedia with a "TD" program. Could you provide me with a little more detail - did you redeem points from a program in exchange for a ticket?

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#: 7939476
Customer Answer
Date: 09/15/2022

Complaint: 17781072

I am rejecting this response because:

The points are used to book tickets through expediaforTD I did have a confirmation **** with Alaska after calling in but Ive lost that. But it was for sept 2nd. ********* to PV first leg ********* to *** **** was booked with air ****** then Alaska ************ to PV

Sincerely,

*****************
Business Response
Date: 09/21/2022

September 21, 2022

Dear ****,

Thank you for the additional information. My apologies but we are unfamiliar with the expediaforTD program. If you used points to purchase your tickets, you will need to speak with Expedia in order to receive them back. Expedia is always welcome to speak with our ***************************** on the best way to handle this.

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#: 7939476
Initial Complaint
Date:08/26/2022
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.
I purchased a ticket from *****, ** to **********, ** from Alaska airlines that had 3 segments. My first flight left ***** on 5/29/22, and the final one arrived in ********** on 5/30/22. The route was *****->*******, *******->***, and ***->**********. The first two flight segments were on Alaska and the third one that Alaska arranged was through American. I was traveling with two 50 lb. boxes of fresh frozen fish checked with the airline at ***** through to **********. Alaska ended up losing my checked boxes but refused to allow me to file a lost baggage complaint or claim directly, instead referring me to do so through American Airlines as the final carrier. I did so, and ******** was unable to locate my boxes and unwilling to provide any compensation for the loss quoting their policy related to no coverage for perishable items. My complaint is that Alaska *DOES* provide compensation of $10/pound for lost checked items containing frozen fish/game as part of their written policy, but American would not help me to get the compensation from Alaska, and Alaska would not accept my claim request directly. I have proof gathered by the *** ******************************** that the boxes never made it to American Airlines at ***, so Alaska Air should be responsible for at least compensating me according to their stated coverage amount. Also, because the loss of the items had nothing to do with their perishability, they were just lost and never found, I believe Alaska should compensate me for the full replacement cost for the equivalent amount and type of fish. I have tried many times to get help to resolve the issue directly with both Airlines, and they have refused to help. As a consumer who purchased tickets from Alaska Airlines, not American, I want Alaska Airlines to make good on their stated policy. I am attaching information on replacement cost as well as bag tag images for reference.
Business Response
Date: 09/04/2022
September 3, 2022

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

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

Thank you for taking the time to write about your travel experience from ***** to ********** on May 29, 2022. From what you have described, I certainly acknowledge that this has been a very frustrating experience for you, and I appreciate the opportunity to address your concerns.

Please accept my sincere apology that your fish did not arrive with your flight. In an industry where customer ********************** is a key feature, Alaska strives to provide excellent service to our guests and it is discouraging to know that we let you down.

When a passenger's baggage does not arrive with the guest, their luggage is forwarded onto the next available flight to their destination. A claim will need to be filed with the final carrier for liability and baggage tracking purposes. As in this case, American Airlines was your final carrier into ********** and therefore would be the carrier to assist you with your claim to completion, including compensation. Though Alaska Airlines and American Airlines are a part of the One World Alliance, our policies for reimbursement may not always be the same.

A review of your file shows that your ticket was purchased online through Alaskaair.com. At the time of your purchase, you did agree to the rules and regulations of your ticket, which state if you are traveling on another airline your baggage fees and rules may be determined by the other carrier. That said, we must abide by this policy.

Additionally, it was advised in our prior correspondence that in accordance with industry regulations, it is the passenger's terminating carrier who is responsible for handling all baggage claims to the conclusion. The purpose of this is to facilitate the settlement of the baggage claim and to eliminate duplication in handling. If you have not done so already, please reach out to American Airlines regarding any disagreement regarding your case.

While I do sincerely apologize for the loss of your fish, as an airline serving millions of passengers we do have to abide by certain guidelines and procedures to ensure the service each guest receives is consistent and fair. In the event that a passenger's checked baggage is delayed during transportation, they must pursue their claim with the terminating carrier. Respectfully, at this time I must deny your request for compensation.

Finally, please know that I have shared your experience with our Sitka, *******, and New ************ Managers. In doing this, I hope that we can service you better in the future.

While I would like to provide additional assistance in this matter, I am afraid that I am unable to assist you further. We value your business and hope 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 that you deserve.

Sincerely,

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

Reference#: 7715271
Incident#: CVGAA05058578ere...
Customer Answer
Date: 09/07/2022

Complaint: 17780966

I am rejecting this response because:
I filed a report with the *** ******************************** who have provided confirmation and proof that my baggage never transferred to ******** Airlines at *** via the Interline Transfer system and were never picked up by the *************************** and therefore, we know that Alaska was the last airlines to have physical possession of my items. I am more than happy to work with the ********************* to have this evidence provided to Alaska Airlines as proof.
I did file a claim with ******** Airlines the terminating carrier as was required by Alaska Airlines to pursue resolution. ******** Airlines reported that they received no response from Alaska Airlines to attempt to locate my baggage, and so they were unable to take further actions to try to find my checked items. After ******** stopped trying to look for the baggage, they also refused to pursue my subsequent claim for reimbursement with Alaska Airlines on my behalf. Alaska does have a policy for reimbursing for lost baggage containing game meat, so I believe I am entitled to this reimbursement, but ******** refuses to do their part to help coordinate this with Alaska Airlines, so I am in need of Alaska Airlines to do the right thing to help ensure their customers are treated fairly according to their written policies.
As Alaska's letter states, the purpose of their policy is to "facilitate the settlement of the baggage claim and to eliminate duplication in handling". The purpose is NOT to make settlement of claims more difficult. If it is having that effect due to ********'s lack of cooperation, then I expect Alaska Airlines, once they are made aware of the issue, to do what is necessary to live up to their stated reimbursement policies for lost checked items containing game meat.
Regarding the rules and regulations referenced associated with my ticket, I am aware now of something that Alaska Airlines calls their "Contract of Carriage". I am not sure if this is what they were referring to or if it is a different document. I would appreciate if they could point me to the exact location of the rules and regulations and the location of the statement they are referencing regarding other carriers that Alaska chooses to make use of to create the travel plans. I was unable to locate any such statement in my scanning of the Contract of Carriage.
Regardless of what the mountain of legalese may state that Alaska appears to be trying to hide behind, I expect them to do the right thing and honor their stated policy for game meat reimbursement when it is clear that my baggage was lost on their watch. Their response said they had to ensure that they were "consistent and fair" with their guests, but I see nothing fair in Alaska not honoring their stated coverage policies.

Sincerely,

*******************
Business Response
Date: 09/22/2022

September 22, 2022

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

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

Thank you for your email stating that you rejected our BBB response regarding your Alaska Airlines flight from ***** to ******** on May 29, 2022. I appreciate the opportunity to address the issues you have written about.

First and foremost, I would like to apologize for the disruption caused by this unfortunate event. It is discouraging to learn that your boxes of fish had not been recovered. A review of your reservation CMFNLR showed that bag tags #********** and #********** were both routed from your Alaska flight AS58 to ******* and AS86 to ********, connecting to your ******** Airlines flight AA4848 to **********.

We appreciate that you filed a police report with the *** ******************************** which confirmed that your baggage was not transferred from Alaska to ******** at *** via the Interline Transfer system. Unfortunately, your baggage had not been matched to your claim #CVGAA05058578 that you had filed with ********.

Since ******** Airlines was your final carrier, you were advised that you would need to file a claim with them for recovery and compensation regarding your baggage and I am sorry that you felt that our baggage policy was unfair and difficult. It was disappointing to learn that ******** refused to accept responsibility for your claim and stated they had not received a response from Alaska regarding your case. I understand your disappointment that ******** does not provide for reimbursement of fish and request that Alaska assume liability for your baggage since our policy allows compensation up to $10 per pound.

Our Contract of Carriage provides for a flat rate of $10.00 per pound for seafood checked and according to your receipt, the weight of both boxes was 89 pounds. I have processed your payment in the amount of $890.00 USD. Please follow the instructions in the email you will receive titled "Alaska Airlines sent you a Payout!" to claim your settlement within 30 days. Respectfully, we are unable to provide reimbursement for the replacement cost of your fish and we have paid the maximum amount allowed for fish per our baggage policy. Further information regarding Limitations of Liability may be found on our website at Liability and limitations for items in your luggage| Alaska Airlines.

**************, I regret that we did not live up to providing you with the high level of customer ********************** that you expected. We value your patronage and hope we will have the opportunity to welcome you on another Alaska Airlines flight in the future, so we may demonstrate the remarkable service you deserve.

**************************** P
Alaska Airlines

Reference#: 7715271
Incident#: CVGAA05058578

Customer Answer
Date: 09/27/2022

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:08/26/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I flew an Alaska Air flight from *** to *** (connecting through ***) on June 18, 2022, and checked one bag. I was going to ******** for a camping trip, and all of my camping gear was in the checked bag (sleeping bags, tent, sleeping pads, and more). My checked bag was lost, and did not make it to me by the time I was going to drive from ************* to ********. I had been in contact with Alaska representatives a lot throughout these two days between when I landed in *** and was going to drive to ********. They told me they'd ship the bag to my hotel, but it never came. Then, they told me I was approved for reimbursement of up to $1,000 to go and buy the equipment to replace what they had lost, provided I submitted receipts. I spent $965 replacing all the gear they lost, and a few days later submitted receipts, and ******, the agent from Alaska told me my reimbursement would be coming within 14 days. After 14 days, I called their central baggage office and then was told reimbursements would take 4-6 weeks. I called every week for 9 weeks, and every day in the last 2 weeks, before receiving an email my claim was denied. I was never told my claim even could get denied. I had returned about $150 worth of stuff that I had purchased, and they said that made the whole claim null. I'm not asking for the 965 back, I'm asking for the other $800 that they made me buy, told me they would pay for, and they didn't reimburse me for. I asked many times for a reimbursement policy or rules and guidelines (after being denied, because I was never sent any of this when I made my claim), and have still received nothing. They have completely stolen over $800 from me. Had known there was even a chance of denial I would have made completely different decisions regarding how meticulous I was with doing what I can to make sure my claim is approved, but they told me one thing at the beginning, and then changed the rules come time to pay me back.
Business Response
Date: 08/29/2022
Tell us why here...August 29, 2022

Dear ******,

This is regarding your BBB Complaint #********.

Thank you for taking the time to write about your damaged bag after flying on Alaska Airlines from ***************************** to ************* on June 18, 2022. From what you have described, I certainly acknowledge that this has been a very frustrating experience for you and I appreciate the opportunity to address your concerns.

First and foremost, I would like to apologize for the disruption to your camping trip caused by your baggage delay. In an industry where customer ********************** is a key feature, Alaska strives to provide exceptional service to our customers. It was reasonable for you to expect that your luggage would arrive on time at your destination, and I am sorry that we let you down.

According to the remarks in your claim, your luggage had failed to be transferred onto your flight from *********** after the baggage tag had fallen off. It was disappointing to learn that your luggage did not arrive before you left ************* to drive to ********. The notes in your file show that your bag was forwarded to the ********************* on June 21st but that you had requested for your bag to be held at the ************************* until you returned and your bag was sent back to Washington on June 22nd. I was thankful to see that a Baggage Delivery Order was created for your luggage on June 27th.

I did find notes documenting that you and **** had each been authorized to purchase up to $500.00 for items needed for your camping trip. We appreciate that you submitted your purchase receipts for reimbursement. I apologize for any misunderstanding regarding the timeframe for processing your reimbursement and that you needed to call us weekly for updates regarding your case.

As advised in our August 18th letter, after careful consideration and further investigation into your claim, we discovered that 2 sleeping bags valued at $75.00 each were returned to REI that was not disclosed to us. It is unfortunate that in light of this conflicting information, we regretfully cannot confirm the legitimacy of your claim with us. For this reason, we must respectfully decline further consideration on our part and are unable to provide reimbursement for your case. I can understand your frustration that you were unaware of our Baggage Policy and in response to your request, we sent you a letter on August 26th referencing our Contract of Carriage as described on our website. I am sorry for any misunderstanding regarding our reimbursement policy. For your future reference, information regarding Baggage Issues may be found on our website at Delayed or damaged baggage policies | Alaska Airlines.

******, thank you for taking the time to reach out to us. We regret that this experience did not live up to your expectations. We value your patronage and it is our hope that we will have the opportunity to welcome you onboard another Alaska Airlines flight in the future.

**************************** P
Alaska Airlines

Reference#: *******, 7707724
Incident#: SFOAS48938540
Customer Answer
Date: 08/30/2022

Complaint: 17778993

I am rejecting this response because:

Thanks for the response,

You say you are cannot confirm the legitimacy of [my] claim. Could you be more specific what that means? Firstly, if you are able to confirm what items were returned, then you should be able to confirm the status of the rest of the items. Secondly, I was pointed to the contract of carriage section 15 subsection N, which does not explicitly say anywhere that a return makes a claim illegitimate. In the section Kaite W pointed me to, it says reimbursement for any expenses will be based upon proof of claim acceptable to Alaska." I see no reason why anything I have submitted would not be acceptable. You have proven your ability to confirm the legitimacy of my claim by being able to check with the retailer (REI) about the status of the items. I am not asking to be reimbursed all $965, I am asking to be reimbursed $965-$150 (for the returned items) = $815. (Though, side note, I did offer to go re-purchase all returned items, thereby negating any returns, if that meant I could then just be reimbursed for the total amount).

In summary of why this unacceptable to me:
1) You say cannot confirm the legitimacy of my claim, yet you have already proven you have the ability to do so
2) There is nothing in the contract of carriage that says what I have done is cause for illegitimacy of claim

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

Sincerely,

*************************
Business Response
Date: 09/22/2022

September 20, 2022

Dear ******,

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

We have received your email stating that you have rejected our response to your BBB Complaint along with a letter from your attorney. I appreciate the opportunity to address your concerns.

I acknowledge that since your luggage containing your camping equipment was delayed you were required to purchase items needed for your trip to ********. The remarks in your file state that you and **** were advised that your purchases of items needed for your camping trip would be reimbursed up to $500.00 each and we appreciate that you submitted your purchase receipts. However, while validating your receipts, we determined that items for which you were seeking reimbursement had been returned. As advised in our previous letters, since we were unable to confirm the legitimacy of the items submitted for reimbursement, respectfully, we are unable to provide compensation for your case.

Because we emphasize exceptional customer ********************** in every aspect of your travel and understand the impact that your baggage delay had on you, we offered compensation for necessary purchases until you received your luggage. Understandably, we take some effort to verify the amounts claimed. Since we discovered that items for which you were requesting reimbursement had been returned, we were therefore unable to confirm the validity of the entire claim, and regrettably are unable to proceed with your case.

As you had discussed during your phone call with our representative and as described in our previous letter, our Contract of Carriage states: "For Baggage claims, reimbursement for any expenses will be based upon proof of claim acceptable to Alaska. " We appreciate your offer to repurchase the returned items or deduct the returned items from your claimed amount. However, due to the return of items pending reimbursement the proof of claim was deemed unacceptable to Alaska and therefore we are unable to provide compensation for your case. Please visit our website at Rule 15.N. at https://www.alaskaair.com/content/legal/contract-of-carriage/rule-15.

******, thank you for contacting us. I apologize for any inconvenience caused by your baggage experience and regret that we are unable to provide reimbursement for your case. We appreciate your business and look forward to welcoming you on another Alaska Airlines flight soon.

**************************** P
Alaska Airlines

Reference#: 7912660
Incident#: SFOAS48938540

Customer Answer
Date: 09/27/2022

Complaint: 17778993

I am rejecting this response because:

Hi,

This seems to me that you directly misled me with the information I was provided during this process. As I claimed, and you have just verified, myself and *********************** were explicitly told we would be reimbursed up to $1000 ($500 each). There is nothing in the contract of carriage stating my actions would render my claim null. Moreover, upon trying to work with Alaska Central Baggage Service by offering up many creative solutions: only reimbursing me for the items you can verify have not been returned (and please don't tell me you are unable to verify - you were able to verify which items were returned which means you are able to verify which items were not returned), and even offering to go out and re-purchase the items so that the reimbursement would stand for the whole amount.

As stated in the contract of carriage, "reimbursement for any expenses will be based upon proof of claim acceptable to Alaska". You have the proof of claim - receipts for purchases (the form in which you asked for it) - and you have also proven your ability to verify whether or not items were returned. There is also nothing in the contract of carriage that states one item's rejection will nullify the rest of the claim - it is a completely unjust leap of logic (according to your contract of carriage) to use the item(s) I returned to render the rest of the items not subject to reimbursement.

Sincerely,

*************************
Initial Complaint
Date:08/25/2022
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.
We booked a trip with Alaska Airlines via ****** from ****** back to ******. Due to Covid-related illness, we will not be traveling and contacted the company to be reimbursed for this trip. The airline is directing us to a 3rd party and we are unable to get in touch with them to discuss this. When we booked the trip we believe that we opted for the travel insurance that allowed us to cancel if needed. Now ****** is saying that we have a non-refundable ticket. We are unable to speak to a representative when we try and contact them. We would appreciate a refund or at the very least a credit to use for future travel.************************* ******************************* Amount $333.96 Travel Date- Aug 31, ******************************************************************* ****** Booking #REUONT Alaska Res#RBSAZV
Business Response
Date: 08/29/2022
Tell us why here...
August 29, 2022

Dear *********,

I appreciate you reaching out through the Better Business Bureau with regard to your ticket refund.

To suit the travel needs of a diverse customer base, ******************** offers a wide variety of fares, from value-oriented, advance-purchase fares that come with certain restrictions, to our full flex fares, which carry little or no restrictions. The number of tickets sold at each fare level is carefully managed by the airline to ensure the fine balance between competitive fares that offer a good customer value and providing for a margin of profit. To allow for a reasonable margin of profit on each flight, an airline will generally have certain guidelines and restrictions for tickets available at each fare level, such as an advance booking requirement, minimum or maximum stay, or season-, date-, time-, or flight-specific availability. In most cases, the lower a fare is, the more restrictive the associated guidelines may be. The ticket you purchased from the third party vendor was a Saver Fare and is non refundable, non changeable and non cancellable. As feedback from our customers is taken in to account when determining our fare levels, guidelines, and availability, I have taken the liberty of sharing your comments with our Revenue and **************** managers for their review.

At Alaska we place great emphasis on clearly communicating with our customers. We strive to ensure we are providing clear and accurate information with regard to our fares. Although I certainly apologize the agency you booked through did not make these rules clear, I must respectfully decline your request for a refund.

As a customer ********************** gesture, I have included a Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at alaskaair.com.

*******************************, Discount Code ECSR100CSYMD1182958, in the amount of $100

I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.

Sincerely,

Cheri
Customer Care Representative

Reference#: 7939622
Customer Answer
Date: 08/30/2022
Hello,
Thank you for your prompt response, explanation, and your offer for the $100 credit. When I booked through ****** I was not fully aware of the many restrictions on this flight.
Since one of our passengers tested positive for Covid, and we are loyal flyers with your airline we would really be so grateful if you made a one time exception. Additionally, this flight is not scheduled until tomorrow and has already been cancelled in advance, freeing the seat up for someone else to have purchased. If you are unable to give us a reimbursement back to the original form of payment, a travel credit for the amount paid for the flight $333.96 would really be appreciated.

Please let me know. Thank you!
******************************;

Complaint: 17770529

I am rejecting this response because:

Sincerely,

*******************************
Business Response
Date: 09/04/2022
Tell us why here...
September 4, 2022

Dear *********,

I appreciate your Better Business Bureau reply.

Although I must again respectfully decline your request for a ticket refund, I am happy to make the exception and increase the Discount Code issued. I have cancelled the initial $100 Discount Code issued and included a $325 Discount Code as a one time customer ********************** gesture. 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 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 ECSR325CNYRN009426, in the amount of $325

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

Sincerely,

Cheri
Customer Care Representative

Reference#: 7939622
Customer Answer
Date: 09/09/2022
Hello,

I have a complaint filed with you for Alaska Airlines. I received this message on the portal and I'd like to accept this offer they have made. I'm unable to respond on the portal for some reason to accept this offer.
Please advise.

Thank you!
Initial Complaint
Date:08/22/2022
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.
Alaska Airlines lost my baggage. I dropped off my bag, it was scanned in and loaded into the airplane however, my bag never made it to ********. It was a nonstop flight. I filed my claim with the service agent when I noticed my bag didnt arrive at the carrousel. I later then called Alaska at least two times per week. It took them more than two months to give me a refund of ***** dollars, I valued my bag at ******** . I called for two months straight trying to get an update on my bag. They never once called me to get me any news, or to offer me the mishandling form so I could get refunded for my things. I had to purchase new clothes and toiletries in those two months. They do not want to refund me for those because they have refunded me ***** which is their "max ******** It is truly a poor service. I expected more from an airline like Alaska after flying with them for years and being a card hold member. They offered a 100 dollar voucher for the stuff I had to purchase to replace my other stuff, I sent receipts for almost everything and it totaled more than 400 dollars. Up to this day my bag is still missing and Alaska and its employees have been no help. Ref# *******
Business Response
Date: 08/29/2022
Tell us why here...
August 29, 2022

Dear *****,

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

Thank you for taking the time to write about your lost bag after flying on Alaska Airlines from Phoenix to Portland on May 30, 2022. From what you have described, I certainly acknowledge that this has been a very frustrating experience for you and I appreciate the opportunity to address your concerns.

According to our records, your luggage was loaded onto the plane at the Phoenix Airport prior to your flight, however, no further scans were found for your bag. A review of the remarks in your case found that we had sent you the Statement of Mishandling Claim Form on June 8th. During your conversation with our supervisor on June 10th, you were advised that we would be unable to call you with daily updates unless we found a possible match for your bag. It was discouraging to read that you needed to call our offices weekly to receive updates regarding the status of your case and I apologize that you were required to wait for 2 months to receive reimbursement. I am truly sorry that your luggage has not been recovered and I appreciate your patience while we searched for your bag and settled your claim.

As advised in our August 23rd letter and on our website, the maximum liability for passengers traveling on a domestic itinerary is $3,800.00 USD per ticketed passenger, unless Excess Valuation is purchased. I am sorry that you were required to purchase new clothing and toiletries since you were without your bag. We appreciate that you claimed a loss in the amount of $4,221.98 on your Statement of Mishandling Form and provided copies of your purchase receipts as requested. However, since we sent you a settlement for your lost luggage in the amount of $3,832.99 on August 15th which has been redeemed, we provided compensation over the limit per our Baggage Policy and are unable to provide additional reimbursement. For further information, please visit our website at Liability and limitations for items in your luggage| Alaska Airlines.

While I understand that this did not make up for your loss, I was pleased to find that you had been sent a $50.00 Discount Code on June 1st and another Discount Code in the amount of $200.00 on August 15th as a gesture of apology for your baggage experience. I would like to advise you that I have taken the liberty to forward your comments to the Phoenix Airport Manager to ensure awareness of your situation surrounding your luggage.

*****, I apologize that we fell short of delivering the remarkable service that you expect from us. We value your years of loyalty as an Alaska Signature Cardholder and our hope is that you will allow us to demonstrate the high level of service we are known for and that you deserve on a future flight.

**************************** P
Alaska Airlines

Reference#: 7623572
Incident#: PDXAS83908395
Customer Answer
Date: 08/29/2022

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:08/21/2022
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.
Airlines lost my bag, told me it would be ready by 7, closed so i couldn't get my bag and then I had to purchase all new toiletries until I could get my bag from them the following day. They said they would give me credit and miles and that it would come through email, but it hasn't.
Business Response
Date: 08/22/2022
Tell us why here...
August 22, 2022

Dear *****,

Thank you contacting the Better Business Bureau regarding your recent baggage issue. 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.

Careful handling of your luggage is a critical part of our service, and it is discouraging to know that we let you down. While such situations are rare, with rates of affected passengers generally less than one percent, we never desire to inconvenience our valued customers. Please accept my apology for your extended wait for the return of your checked luggage. Additionally, I assure you that the details of this matter will be shared with our Customer ********************** Managers at the involved stations for their review. We will continue to work toward meeting your expectations in the future.

I see we original sent you a $50.00 Discount Code on 8/15/2022. I have cancelled that Discount Code and reissued you a larger Discount Code in the amount of $100.00. I apologize for the delay in getting the compensation to you and please find the new Discount Code below.

Your new Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at alaskaair.com.

*********************, Discount Code ECSR100CJYTH1180876, in the amount of $100

I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.

Sincerely,

*****
Customer Care Representative

Reference#: 7902930

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