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:08/18/2022
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.
Hi Alaska ************* Team,This is my second time filing this complaint. The first complaint reference number is #********. Based on the reply from the customer care specialist *********************** on July 25, 2022, I should receive a check within 15 days. But more than 20 days have passed, and I still haven't received anything. Could you please look into the issue for me? Thanks,*****
Business Response
Date: 08/23/2022
Tell us why here...
August 23, 2022

Dear Zhesi,

Thank you for your Better Business Bureau correspondence letting us know you have not received your reimbursement check. I have confirmed it was sent back to Alaska Airlines by the United ******************* I have also confirmed it was resent today to the address provided: ********************************************************* Unfortunately we will have to wait an additional 15 days for the **** to deliver the check again.

I know this is very frustrating and I sincerely apologize for the situation. I have also included a Discount Code below for you for the delay. The Discount Code is at the bottom of this email and 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.

Zhesi Mao, Discount Code *****************, in the amount of $75

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#: 7079220
Initial Complaint
Date:08/16/2022
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.
Im very frustrated because back in March we purchased airline tickets for my son and husband. Due to a family emergency they were not able to travel. Therefore we canceled the flights. We received a credit certificate which I thought was fair however, we have since tried to book about 20 different flights and have not been able to use our credit. If any part of the flight is involving another carrier, which all of them do, you cannot use the credit. I have seriously tried to purchase 20 different flights. Not one will work. My refund amount is only around $600 but even though I wrote letters to try to obtain a refund, they refuse. I have a big issue with the fact that it is impossible to use my credit. They have made it completely impossible. I travel alot with a student athlete and I cant believe how rude they are as well when I have tried to call and ask for suggestions. I will never use this airline again and I have made it a point to let everyone I know with their athletes to never use them.
Business Response
Date: 08/17/2022
Tell us why here...
August 17, 2022

Dear ****,

Thank you for sharing your concerns regarding your previous refund request. It's our goal to make sure every experience you have with Alaska Airlines goes smoothly. The best way for us to do that is hearing from you. Although you were advised correctly and the tickets you purchased are non-refundable. I am happy to authorize a one time exception to refund your tickets in full back to the original form of payment. Your credit certificates have been cancelled and refunded back to the original form of payment. Please allow 7 business days of this correspondence for refund to process. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.

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

Sincerely,

Cheri
Customer Care Representative

Reference#: 7853735
Initial Complaint
Date:08/14/2022
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.
The following baggage claims have been delayed over 20 minutes: July 6 flight 417 arriving SEA July 27 overnight flight **** arriving PIT I believe a passenger can get a voucher or miles to their account when baggage is delayed over 20 minutes. Is there a streamlined way to have miles credited to my account? Earlier this year, I was issues a discount code (on april 8, 2022) for an entirely different flight for the same issue (baggage delay), and I don't know how to use it.Is there a way I can just have miles credited to my account for all three of these delays?The July 6 flight number 417 arriving SEA The July 27 overnight flight number **** arriving PIT And the discount code (on april 8, 2022) transfer to points
Business Response
Date: 08/15/2022
Tell us why here...
August 15, 2022

Dear ******,

Thank you for sharing your concerns regarding your recent baggage delays. 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 apologize for any inconvenience you experienced waiting for you baggage. As a customer ********************** gesture, I have deposited ***** miles into your Alaska Mileage Plan account for all three delays. It is my sincere hope that you will allow us to demonstrate the high level of service we are known for and that you deserve by joining us on a future Alaska flight.

In the instance that we do not meet our 20 minute guarantee, just get ahold of us at the baggage office within 2 hours of your flight's arrival for your Discount Code or miles. You can simply speak with one of our customer ********************** agents at the airport as well.

Sincerely,

Cheri
Customer Care Representative

Reference#: 7780847
Customer Answer
Date: 08/18/2022
I accept! Much appreciated, ******
Initial Complaint
Date:08/12/2022
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.
I've been an Alaska Air Mileage member for many years and my member number is *********. I recently flew with Alaska Air from *** to ***, flight #****, on July 11, 2022. However, the flight landed in SLC instead. All the passengers were offered a 6-hour bus ride from ************** to ******* Hole, which I had planned to take. However there were no further instructions or updates from Alaska Airline staff after I got off the plane and collected my luggage. After waiting at the baggage claim for over an hour, there's no Alaska Airline staff onsite providing information as to where and when to get onto the bus. At that point, I had no choice but to travel to my final ******************************* on my own.I purchased a flight ticket (through Expedia) with Delta Airline to fly from SLC to JAC, for $348.60, and additionally paid $30 for one check in luggage. I'm also enclosing the Alaska Airline flight boarding pass and receipt, which is the Alaska flight I took and left me stranded in an airport that is not my final destination. I'm seeking a full refund of $243.40 + $30 check-in bag from Alaska Airline for the flight **** on July 11, as well as reimbursement of $348.60+$30 check-in bag for the Delta flight I had to take to take me to my final destination. The total dollar amount is $652. I do not wish to receive any airline credit for any future flight with Alaska Airline. I would like the refund and reimbursement to be written as a check to me, *********************, and mailed to me at ******************************************************* contacted Alaska Airlines Mileage Plan customer ********************** providing all above information on July 24, but I have received no response from them to date. I really would appreciate any assistance from the Better Business Bureau to resolve this matter. I can be reached at ********************** and cell phone number *************, should any additional information be needed to have this issue resolved fair and square. Sincerely,Alison
Business Response
Date: 08/15/2022
Tell us why here...August 15, 2022

Dear Alison,

Thank you for sharing your concerns regarding your recent travel experience. 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 diverted to ************** due to mechanical reasons. 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.

At Alaska we believe there is never an excuse for poor service. I apologize there was not an agent available to assist you when you arrived in **************. We take great pride in working to deliver exceptional service and are eager to correct errors and address issues when they are called to our attention. Your comments have been shared with the ************** Customer ********************** Manager so that can follow up and help prevent a similar situation from occurring in the future.

I am happy to reimburse you for the Delta ticket you had to purchase however I must respectfully decline your request to reimburse your Alaska Airlines ticket. I have requested a reimbursement check for you in the amount of $378.60. This will be mailed to you at the address provided within 20 business days via ***** As a customer ********************** gesture we have also sent you a $250.00 Discount Code for future travel. Please let me know if you have not received that, I will be happy to resend to you.

Alison, 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,

Cheri
Customer Care Representative

Reference#: 7822884
Customer Answer
Date: 08/17/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, contingent on receiving the reimbursement check in the amount of $378.60 within 20 business days.

Thank you very much for assisting me with this matter. I appreciate the prompt response from Alaska Airline getting the issue resolved.

Sincerely,

*********************
Initial Complaint
Date:08/11/2022
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 recently took a flight with Alaska Airlines on June 19th (Reservation# JSPZDL). The Total cost of this one-way trip from ******* to ******** was $2600. On the morning of, we woke up to a text that our flight out of ******* was delayed. This would all but guarantee we would miss our connection in **********. I spoke with the Alaska employee when we checked in and told her about the situation. She looked at the computer for a few minutes and said "The delay isn't Alaska's problem and there was nothing they could do." She then continued to say she would send us to ********** and they would be forced to reroute us there. We had extra time since we got there early to resolve the issue. So we went to the help desks next to the gates. ******* helped us and booked us a flight the next day out of **********. The flight did pop up on my Alaska app. However, when we landed in ********** the flight had disappeared and the people at the desk there had no idea about the situation or as to why we had been sent there given the info I gave. We ended up getting stuck in ********** for 7 hours waiting for any solution. The result being myself having to get a rental car and drive my family 2 hours to ************ to catch a Flight with Southwest. Prior to getting a rental car we had issues getting a Uber that was supposed to be provided by Alaska. This cost us another 2 hours. Additionally, once we got to ************ we had issues checking into the hotel because the hotel vouchers provided weren't valid. We finally caught our flight home the next day. There is much more to this. Unfortunately, it wont all fit. I've attached a few of the emails sent to Alaska ******** care with all the info. All I've received back is a reference number(7721907). That was over 6 weeks ago. I've also called and due to long wait times. I've left my number and haven't received a call back. This is hands down the worst airline experience I've had and I don't think I'm being unreasonable requesting a full refund.
Business Response
Date: 08/15/2022
August 15, 2022

Dear *******,

I appreciate that you took the time to contact Alaska with regard to your recent travel experience. Were truly sorry for the delay in our response to your email. We are currently working on our back log and response times are taking longer than we would like. We are committed to responding to guests emails in the order of receipt.

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 a crew issue which caused a misconnect and overnight for you and your family. I know all of the many things you went through were very frustrating especially when traveling with your family and for that I sincerely apologize. 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.

I have requested a refund in full back to the original form of payment. Please allow 7 business days for that to process. As a customer ********************** gesture, I am also including 2 Discount Codes. 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 ECSR250CPYWY317097, in the amount of $250

*******************************, Discount Code ECSR250CJYXY317098, in the amount of $250

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#: 7721907
Customer Answer
Date: 08/16/2022

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:08/10/2022
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.
We were booked on an Alaska flight from ***** to *******. We had a cruise out of ******* later that day. Our 11:04 flight would have put us there on time. Then our flight was delayed - that was ok we were still going to make it. Our flight was delayed again. We could still make it. Then we were told that there was a flight coming it and it would take us all to *******. It was going to be tight, but we would still make it. I called the cruise line and let them know we could be a little late due to a flight delay. Well we were rebooked to a 5 oclock flight while everyone else was able to make the other flight. There were 5 seats left on the flight - but they could not move our reservation. We told them we were going to miss our cruise - nothing was done to remedy the problem. We waited until the last people boarded - it was confirmed there were 5 seats open. They could not change our flights. Nothing was done. Because Alaska could not move the flight back to the earlier time, we missed our cruise. And as a result we are now out around $3000. I have called customer ********************** several times. I have spoken to the supervisor who told me it was not their problem. We are just out of luck. We work hard to be able to take vacations. We both work two jobs. Alaska could have gotten us there on time. NOTHING was done to make sure that happened.
Business Response
Date: 08/11/2022
August 11, 2022

Dear Spring,

Thank you for your email to the Better Business Bureau regarding your flight from ***** to *******. I am so very sorry that the cancelation of your flight and the inability to re-accommodate you in a timely manner.

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 canceled due to a mechanical issue. 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.

Although I can completely understand your disappointment and frustration, we simply cannot reimburse you for the cruise. My hope is that you had insurance and/or that the cruise company will assist you with some type of credit.

I have submitted a request to our ********************* to refund your tickets in full. You should see a credit within 7 business days. Please be advised that financial institutions have varying timeframes for posting credit. If you do not see the credit within the 7 days, please contact your financial institution.

In addition, as a customer ********************** gesture, I've included two Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.

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

Spring *******, Discount Code ECSR200CNYYT409851, in the amount of $200

***********************, Discount Code ECSR200CDYKT409852, in the amount of $200

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#: *******
Customer Answer
Date: 08/13/2022

Complaint: 17701311

I am rejecting this response because: there was another plane with empty seats that we couldve been on to reach our cruise and board in time. There were five empty seats on the outbound flight that wouldve arrived in ******* in enough time for us to reach our cruise. Because Alaska airlines did not ask her permission but unilaterally decided to book us onto the 5 PM flight to ******* we could not change our tickets. Because Alaska air decided that they knew what was in our best interest without speaking to us we could not change our tickets. There were five empty seats that were visually and verbally confirmed by Alaska airline staff. Two of those seats couldve been used to get us to the cruise on time. When speaking to Alaska Airlines staff there was absolutely no empathy for the situation at hand. Nobody was willing to go above and beyond to correct the situation. This is not the service that I have come to expect from your airlines. I agree that there was one plane that you said had mechanical failure . And then there was a flight that was delayed and then there was the flight that was supposed to take us to ******* where we wouldve reached our destination on time. The fact that Alaska Airlines is willing to wash their hands and take no part of this is ridiculous. The customer ********************** that you claim is exceptional definitely failed that day. As a result we are out to thousands of dollars. The fact that you think an offer of two $200 vouchers makes up for what you have done is ridiculous. Contrived or not your letter was the closest thing we ever came to an apology or sympathy from the airlines. It was like adding insult to injury going through the process of being denied boarding. Its amazing that our luggage was able to board. But not us. and we stood in the terminal while they removed our luggage from the flight that we were not allowed to board. So your lie about not wanting to fly on a plane with mechanical failure does not take into account that there was another viable option. Perhaps you should get your facts straight before you determine the appropriate route to take and this juncture.

Sincerely,

Spring *******
Business Response
Date: 08/23/2022
Tell us why here...
August 23, 2022

Dear Spring,

Thank you for your Better Business reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.

Although I can completely understand your disappointment and frustration, we simply cannot reimburse you for the cruise. My hope is that you had insurance and/or that the cruise company will assist you with some type of credit.

We have submitted a request to our ********************* to refund your tickets in full. You should have received that refund at this time. If you have not received it please contact your financial institution.

In addition, as a customer ********************** gesture, we have provided you each with $200.00 Discount Codes.

We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.

Once again, I would like to express my sincere regret that you had a negative experience with Alaska. Because we recognize and emphasize the importance of customer **********************, we will always err on the side of our customer and will take any and all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I must consider this case closed. My sincere hope is that you will join us on a future flight so that we may demonstrate the level of service that we are known for and that you deserve.

Sincerely,

Cheri
Customer Care Representative

Reference#: 7884816
Initial Complaint
Date:08/10/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Flight Date: 12/31/2021 Flight Itinerary: ***-***-*** / AS512 BF721 Description of Problem/Inquiry/Comment: Lost baggage 12/31/21 and have not been reimbursed. Alaska mistagged my baggage leaving it at ****** and not checking it through to *** as it was under another passengers name. French bee confirmed it was back in their possession but has yet to deliver or reimburse me despite the length of time and my monthly requests for update and compensation. Please see the documents for luggage report filed in 1/1/22, the travel documents/tags Alaska provided me for the flight, and receipt of the lost item worth $1538.03
Business Response
Date: 08/15/2022
Tell us why here...
August 11, 2022

Dear ****,

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

Thank you for taking the time to write about your experience regarding your delayed mattress after flying on Alaska Airlines from *********** to Newark on December 31, 2021.

First and foremost, I would like to apologize for the disruption caused by this unfortunate event. Careful handling of our guests' luggage is a critical part of our service, and it is discouraging to know that we let you down. I recognize this has been a very lengthy process and am sorry that you still have not received your mattress.

According to our records, you traveled on Alaska flight #AS512 from *********** to ******, with a connection to French Bee flight #BF721 from ****** to the ****************** on December 31, 2021. The routing in your reservation for your baggage tags showed flights AS512 and BF721, with the ************ as your final destination.

As advised in our February 8th, March 21st, and April 6th letters, we forwarded your mattress to the ********************* for transfer to French Bee flight BF711 SFOORY on January 27th, referencing claim #ORYBF12186. I am thankful that you have finally received confirmation from French Bee that they are in possession of your mattress but am disappointed that they have not yet delivered it to you. We appreciate that you have submitted a copy of your purchase receipt for your mattress, however as previously advised, please remain in contact with French Bee regarding the delivery of your mattress and for any possible reimbursement, as they were your final carrier. It is the obligation of the final carrier of the passenger to handle all issues pertaining to the delay of your luggage and to provide you with any possible compensation that *** due to you under their Contract of Carriage.

****, I truly apologize for any inconvenience caused by your delayed mattress. I recognize this experience did not live up to your expectations and regret that we fell short of delivering the exceptional service that you expect from us. It is our hope that you will choose to fly with Alaska Airlines again in the future so we *** demonstrate the high level of customer ********************** we are known for and that you deserve.

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

Reference#: 7143197
Initial Complaint
Date:08/09/2022
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 booked a flight for Nov 25-Dec 4th, conformation LFEWSB. I received an email that stated that there was a change in my reservation and I needed to call and talk to an agent. When I called and talked to an agent they let me know that the flight from Columbus to ******* changed by about half an hour which was no big deal. I then received a phone call back from Alaska within five minutes and they told me that my flight from ******* to Columbus was completely cancelled. They then advised me that the day before they had the same exact flight at the same time and also the day after same exact flight same time. Well the day before is Thanksgiving and the day after I would lose a day at my hotel and lose a day on my rental car which are nonrefundable. They let me know that they were re-accommodating me which would mean do me a favor or meet my needs or wants in some way, they werent accommodating, they were literally wanting me to change my current plans and then have to contact everyone else I had plans with and change them as well without a refund. All I asked for was a first class upgrade, which would literally mean moving one or two rows ahead as I was already in premium class. This still doesnt help the fact that Id be out hundreds of dollars for the nights Id be missing out for my hotel and rental car and not to mention the taxi ride Id have to take to the airport as I have nobody to take me on Saturday! I book months in advance and to have my flight cancelled is ridiculous.
Business Response
Date: 08/10/2022

August 10, 2022

Dear ******,

Thank you for sharing your concerns regarding your upcoming flight to Columbus. 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.

Unfortunately, schedule changes are a common occurrence in the airline industry, as airlines alter their schedules every few months to accommodate seasonal changes in demand. When a schedule change happens, we attempt to find the best alternative arrangements for your itinerary. While we do our best to keep negative changes to a minimum, we understand that our suggested alternative may not work and we will do our best to offer viable options, including itinerary, date or time changes, with no service fee or even a full refund. On behalf of Alaska, I offer my apology for any inconvenience.

******, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

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

Reference#: 7882449
Customer Answer
Date: 08/10/2022

Complaint: 17695958

I am rejecting this response because:This is not a sincere apology and still this is not re-accommodating me; this is literally a copy and pasted response like Ive seen on other complaints! Every year we fly the day after Thanksgiving to Columbus, its hunting season and the flight is always full so there is no excuse If you look back three years you can see we always fly with you and there has always been delays and changes with you! The last few years customer ********************** has gone downhill. Id like to either fly first class or Id like to fly there free as Ill be losing a night at the hotel and rental car agency as stated above as our options are non-refundable!

Sincerely,

*********************
Initial Complaint
Date:08/08/2022
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.
Our flight at ********* was delayed because a vehicle hit our plane. The woman at the gate was rude and said they could not get us home until the next day and Alaska did not work with other airlines to get us on a different flight. At first a gentlemen said I could apply for a refund of the ** flight but then the woman at the gate said I would only be refunded $200ish but they would not reimburse me to fly with another airline. They told us to take the delayed flight to SEA with Alaska and we would need to pick up our luggage, go back through security and pay for our own flight on Southwest. All Alaska would do is refund the flight portion not taken but nothing else. We were told the refund would take 5-7 business days. When we got to SEA, we stopped at C18 and spoke with ***. There was a flight going out to Sac in a few hours but Alaska did not have a standby policy. She looked up our luggage and said it was at SEA. She said we could standby and try and get on the flight. She then said she couldn't put us on standby because our flight was already refunded. She again said we needed to pick up our luggage at SEA. We then went to Southwest at the other end of the airport to get a very late flight out that same night but at a cost of $736. We went down to get our luggage but it wasn't there. An Alaskan employee told us our luggage was on the flight to ********** (that we tried to get on) and we needed to get tickets to see if we could make the flight. He gave us standby tickets. We ran back to C18 (now hours later from running back and forth) and were told we could not get on the flight and they instructed someone to close the gate. *** walked up and said that she told us we could not take the flight and then said that I was trying to "get a free flight." I was SHOCKED and EMBARASSED. I paid around $2k for our flight and another $736 for the Southwest flight that was now massively delayed.
Business Response
Date: 08/10/2022

August 10, 2022

Dear *****,

Thank you for your email to the Better Business Bureau regarding your recent flights from ********* to ******* with a connecting flight to **********. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

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 a mechanical issue and that we would not be able to get you to your destination until the following day. 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.

Unfortunately, when you chose to refund the ******* to ********** portion of your reservation, we are unable to reaccommodate you on another flight. My sincere apologies for any confusion regarding this matter.

My apologies that your checked baggage went on to **********. Please contact our Central Baggage Services Department for assistance with this. They can be reached at ************.

Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent that we have failed. Our employees are committed to taking great care of passengers while looking out for customer comfort and safety. We understand this was a frustrating experience for you and offer our apologies. We assure you that we have shared your concerns 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#: 7882430
Customer Answer
Date: 08/11/2022

Complaint: 17685615

I am rejecting this response because: I did not "choose" to refund my flight. That's what your rude person in Kalispel did when there were other options. I ended up having to pay for another Alaska flight home at a cost of $650 and could not get it refunded. When I stepped off the plane from Kalispel we saw another flight to ********** leaving in a few hours. If *** had placed us on standby, we would have been on the flight. I saw how many people got on from the list. You literally abandoned us. I had to pay for a Alaska flight and a Delta flight out of pocket to get home. You did not offer to accommodate us overnight after stranding us. Then you took our luggage and didn't tell us. This is really no response at all except to say you don't offer any customer ********************** and ignore what you do to customers. I want the Alaska flight that I could not take refunded.

Sincerely,

*************************
Business Response
Date: 08/18/2022
Tell us why here...
August 18, 2022

Dear *****,

Thank you for your email response to the Better Business Bureau. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today. Thank you for taking my call today, I appreciated the time to visit with you.

I have requested to cancel the credit certificate that were refunded to you on 8/8/2022. The Credit Certificates have been removed from your wallet and a refund requested in the amount of $646.80 to go back to credit card ending in ****. Please allow 7 business days for that to process.

So that I may request a reimbursement check for the difference in the already refunded amount of $653.55 and the Delta tickets you had to purchase, I would like to kindly request that you provide me with your receipt for the Delta flight you purchased. Please reply to this email with scanned copies of your documents attached; the acceptable file formats are: jpg, gif, png, tif, bmp, pdf.

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

Sincerely,

Cheri
Customer Care Representative

Reference#: 7882430
Customer Answer
Date: 08/26/2022

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:08/04/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am dissatisfied with Alaska Air for the handling of my flight from Aug 2020. I purchased 2 tickets from ***** ** to ****** ** for 8-13-2020. The cost was $738 per ticket. Because of Covid 19, my event was canceled, so I called to get something done about my flight. I had to jump through a host of hoops in order to get it moved over to Alaska Air directly because Orbitz could not do anything about now. They said that Alaska Air received the money for the tickets already so they would need to decide what to do about it. Alaska Air would only give me vouchers for the ticket cost. Alaska Air is a very regional airline and these vouchers could not be used for American or any other airline that connects flights. I was able to pay an extra $195 to ******** in order to fly to ** once from *****. I have to go through ******* to make the trip, so there are no return flights that do not cause overnight stays. I finally made arrangements to fly from ***** to ******* in August of 2022. I had to make this decision last year in so that my voucher did not expire. Since that time, I have moved from ***** to *****. So I called again to get a refund. I was told that I cannot have a refund because I did not purchase the ticket with "money" I purchased with a voucher. (This is false. When I originally bought my ticket through Orbitz, Alaska Air did in fact get my money.) They gave me another voucher, this time for $648. There are no flights from where I live to anywhere that I am interested in going purely on Alaska Air flights. I do not think it is too much to ask that I now can be refunded my money. I have been trying for 2 years to work within their system. It does not work for me. My credit certificate code is GLHA-74XD-KJQL-9PHK
Business Response
Date: 08/05/2022

August 5, 2022

Dear ****,

Thank you for your letter to the Better Business Bureau regarding 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.

Although what our agents advised was correct, I have authorized an exception to refund your ticket back to the original credit card you used. You should see the credit within 7 days of this correspondence. Due to financial institutions having varying timeframes for posting credit, please check with them first if you do not receive it.

****, 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#: 7865080
Customer Answer
Date: 08/05/2022

Better Business Bureau:

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

Sincerely,

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

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