Complaints

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

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  Alaska Airlines

  19300 International Blvd Seatac, WA 98188-5304

• 

  Alaska Airlines

  1048 W Intl Airport Rd STE 102 Anchorage, AK 99518-1077

• 

  Alaska Airlines

  5175 Airport Industrial Rd Fairbanks, AK 99709-4466

• 

  Alaska Airlines

  7250 S Tucson Blvd Tucson, AZ 85756-6949

• 

  Alaska Airlines, Inc.

  2400 John Brantley Blvd Morrisville, NC 27560

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:08/03/2022

  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.

  Sent cargo. 15 pieces from ********* ****** to ******** ******. In transit from ********* to ******* one of the 15 pieces was lost and only 14 got delivered to ******. That one piece of cargo has been missing for over a week and was finally found this past Saturday on July 30. I have multiple claims I made multiple attempts to contact corporate office to hear my concerns and I want to find out how are they going to reimburse me back for one of their interesting employees going through my cargo and stealing the contents from my bag. Which is face value and selling price at $25,000. I have been disrespected multiple times by people I the call center, I have been given wrong information for multiple parts, I have been told multiple times that I would be called back and never have been called back. Im done waiting and playing this game Alaska air cargo. I want to know what is the solution theyre going to do to reimburse me back for the stuff that has been stolen from my bag because they did not properly tag my Cargo and they have thoroughly explain that to them multiple times Im tired of getting the runaround and I have been trying desperately to reach out to corporate to get more answers and more help. It is a long story and their isnt enough space for me to type it all out. I tried. I can thoroughly explain to whoever will call me back. I can also forward you all emails that I have sent out to the list of contacts that they provide on the Alaska airlines website. Ive also contacted every single number on that website I have also done multiple chats on top of the emails and I feel that Ive done fair amount of my share of foot work and I am done and Im ready to be talked to about a solution at this point and its taking too much time. Thank you very much

  Business Response

  Date: 08/11/2022

  
  
  
  
  
  
  August 11, 2022
  
  
  Dear Ashley,
  
  Thank you for your email to the Better Business Bureau regarding your cargo shipment.  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.
  
  Our records indicate that you have been in touch with our **************** and they have already processed a request for your shipping charges to be refunded.  Therefore, they have denied your request for compensation.
  
  Ashley, 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#: 7840016 

• Initial Complaint

  Date:07/30/2022

  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 Saturday July 30th an unauthorized transaction came out of my bank account, after I already paid for it once, and without my knowledge. I attempted to call Alaska Airlines to sort this matter out directly with the company, but unfortunately was laughed at about it. I have screen shots, as well as transaction numbers to verify and prove the money was taken WITHOUT my permission. Not only would I like my money back, but I now want my flight on October 2nd upgraded as well. Anything short of that and I will seek legal counsel.

  Business Response

  Date: 08/02/2022

  
  
  
  
  
  
  August 2, 2022
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding an unauthorized transaction that came out of your bank account.
  
  Unfortunately, I am unable to view the attachment through the Better Business Bureau portal.  Would you be able to send it as a PDF?  Or if you could provide me with information as to what the charge was for and any reservation it may be linked to, I will gladly see what I 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#: 7854074 

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17646072
  
  I am rejecting this response because:it is not my responsibility that your equipment doesn't work properly, I submitted the necessary documents to the BBB, it is now your responsibility to find a way to open and view those documents
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/10/2022

  
  
  
  
  
  
  August 10, 2022
  
  
  Dear ******,
  
  Thank you for your response to my email.  Unfortunately, I am still unable to open the files.  If you could provide me with some information, such as the ticket number associated with the charge, that would be immensely helpful.  In addition, if this double charge was part of your upcoming travel in October, your confirmation would also be helpful.  
  
  ******, I look forward to hearing from you.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 7854074 

• Initial Complaint

  Date:07/27/2022

  Type:Customer Service 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.

  Dear Alaska Air Customer **************************** you for your letter explaining the expectations of Alaska Air regarding disabilities. Please inform your workers of ******* federal law regarding this to stop happening. I am very sorry to report to you that I did not receive the high level of service that I expected with a copy of your letter in my hand. I returned to the *** airport and had assistance stowing my carry-on bag on my flight to ****** airport. Sadly the gate attendant at ******* refused to read the copy of your letter and said she would not carry my bag on. Thankfully you told me to contact the **************************** I told the gate attendant to contact them and she may have but then she kept telling me that the flight attendants would help me. I kept telling her no they wont because that goes against their union agreement and if she would not help me, she needed to find someone. She was rude and hostile to me once again humiliating me. Her coworker would not read your letter either but was not as rude. I also brought a letter from social security insurance to verify my handicap but they would not look at that. I do not know their names but one was a heavyset lady with black hair and a T-shirt saying 90 and a word beneath was the very rude one and the other worker had a short sleeved blue shirt on, black hair and a tattoo on the inside of his wrist. They were the only ones working at the desk outside the plane. Another sympathetic customer took their pictures, while in the airport not on the plane, to send to me if you would like. I frequently fly Orange County to ******* and wish your employees would stop arguing. I hate being disabled but I want to visit my son and baby granddaughter. Hassles like this make disabilities even more horrid. Flight A Alaska ******** (M)Nonstop Details Distance: 978 mi Duration: 2h 45m Departs ******* (***)Tue, Jul 26 4:50 pm to *******************************)Tue, Jul 26 7:35 pm

  Business Response

  Date: 08/08/2022

  Dear ****,
  
  Thank you for taking the time to write about your disappointing experience while boarding your flight to ************. From what you have described, I can acknowledge your frustration with the repeated issues encountered when requesting assistance with your carry-on bags, and I appreciate the opportunity to address your concerns.  
  
  I apologize in advance if some parts of my response seem formal or similar to my previous communication. There are certain requirements that must be included when we respond to disability-related complaints.
  
  It was disheartening to learn that our gate agent refused to carry your bags onboard while also dismissing the copy of the letter we sent you last April with the Air Carrier Access Act requirements in that regard.
  
  According to the *********************************'s Air Carrier Access Act rules regarding wheelchair assistance, 14 CFR Part 382.91(d), we must assist passengers who are unable to carry their luggage because of a disability with transporting their gate-checked or carry-on luggage. We may request the credible verbal assurance that a passenger cannot carry the luggage in question. If a passenger is unable to provide credible assurance, we may require the passenger to provide documentation as a condition of providing this service.
  
  The ******* Customer ********************** Manager reported that our employee declined reading the letter due to time constraints. As he was going to assist down the jetway with your carry-ons, he advised that the Flight Attendants would help once onboard. You shared with him that it is against the ************** agreement to assist with carry-ons. If I may clarify this point, our flight crew is required to assist per 14 CFR Part 382.11(e), according to which we must provide assistance in stowing and retrieving carry-on items, including mobility aids and other assistive devices stowed in the cabin. To receive such assistance, the passenger must self-identify as being an individual with a disability needing the assistance. Our Flight Attendants can ask another guest or employee to help with this task; however, if no one is available or willing to, they are required to assist. Please know that a reminder of the **** requirements has been sent to our airport employees so that, hopefully, you will not encounter the same difficulties going forward. 
  
  I was also saddened to read that the other gate agent acted in a way that came across as hostile and unpleasant. Our ******* Management Team has already addressed this concern with the involved employee and provided additional training I am truly sorry that we let you down.
  
  After reviewing your complaint, we have determined we have complied with the provisions set forth in the Air Carrier Access Act (****) with regard to your request to assist with your carry-on, as we carried it down the jetway and stowed it in the overhead bin for you. For future travels, we have Complaints Resolution Officials (CRO), which are trained in the Air Carrier Access Act and available as a resource, in each city that we serve. We assure you that we have shared your concerns so we can prevent this type of service failure from being repeated, and take better care of you next time.
  
  While we genuinely hope we have fully addressed your concerns, you do have the right to contact the ****************************************** to pursue enforcement action.
  
  As a customer ********************** gesture, we 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 *****************, in the amount of $75
  
  ****, please accept my apologies for your experience. We truly value your patronage and hope you will give another chance to exceed your expectations on another flight.
  
  Sincerely,
  
  
  ********************
  Alaska Airlines

• Initial Complaint

  Date:07/27/2022

  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.

  On June 1, 2022, I flew on Alaska flight 325 from SEA to ***. I checked a bag on this flight that contained professional attire that I required for an important meeting with a client's board of directors and management team over the following two days. After arriving in ********* and waiting over an hour after arrival for all of the bags from the flight to be brought to baggage claim, it became clear that my bag was not on the plane when I left *******.I then contacted Alaska baggage services to arrange for delivery of my bag. I made it clear to Alaska that I would additionally require reimbursement for professional attire that I would purchase in ********* to replace what Alaska had failed to properly stow in *******. They agreed that they would and provided me with an email with instructions for the reimbursement process. On June 14th, I followed this process and submitted receipts to Alaska for $620.55, which included slacks, a dress shirt, dress shoes, and socks.I followed up twice via email asking for an update about the reimbursement process for these item's on Alaska's side. The first email, sent two weeks after my reimbursement claim was submitted, received no response. My second email, sent a week after the first, was finally responded to by Alaska after another week. The representative claimed that reimbursement claims can take 4-6 weeks to process, and sometimes a "bit" longer when they are "exceptionally busy," which they claimed Alaska is.It has now been over six weeks since I submitted this claim, which is well past the amount of time that anyone should have to wait for any reimbursement. This is especially true when it is in this amount and the expense was incurred entirely because of Alaska's operational failures and incompetence. I am not sympathetic to Alaska's claim over being overwhelmed; their incapacity is a consequence of the staffing decisions they made during the pandemic, during which they received over $2.3bn in taxpayer bailouts.

  Business Response

  Date: 07/29/2022

  BBB RESPONSE FOR ADORA TO SEND:
  
  July 29, 2022
  
  
  Dear *****,
  
  This is in response to your BBB Complaint #********.
  
  Thank you for taking the time to write about your baggage experience after flying on Alaska Airlines from ******* to ********* on June 1, 2022. From what you have described, I certainly acknowledge that this matter 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 caused by this unfortunate event. I understand from your email you had a very important business meeting to attend and I'm genuinely sorry your trip was inconvenienced by having to purchase last-minute interim items. When you decided to travel with Alaska, you had every reason to expect that we would deliver your belongings on time and intact. I regret that you spent so much time waiting for your luggage. 
  
  When a passenger's baggage does not arrive with the guest, their luggage is forwarded onto the next space available flight to their destination. Per our records, after the initial delay, your luggage was transferred over to Delta Airlines and then received by our ********* Baggage office on June 3, 2022. I am sorry that your bag did not arrive as originally intended, but was very happy to discover your luggage ended up being delivered to your hotel.
  
  While we try to process requests for reimbursement promptly, we also want to make our guests aware that some claims require thorough review and therefore are typically resolved within four to six weeks from the date we receive your interim receipts. Upon my review of your claim, we received your interim expenses via email on June 14, 2022. This currently places us within the six-week window of processing your claim. 
  
  I have processed your payment in the amount of $620.55 USD. Please follow the instructions in the email you'll receive from ********************** to claim your settlement within 30 days. 
  
  *****, I am sorry that in your first attempt to reach out to our office, you received no response on the status of your case. I want to assure you that our Training team has already been informed and will follow up with the involved employee. It is when we hear from our guests that we can identify areas in need of attention and improvement. Thank you again for your valued feedback. 
  
  As a customer ********************** gesture for the delay with your luggage, I am including a Discount Code. Please reference the appropriate code below at the time of booking. To use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form.
  
  Your Discount Code must be ticketed within one year from the date of this email and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. This Discount is 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 *****************, in the amount of $75.00. 
  
  Finally, I have shared your experience with our ******* and ********* Station Managers. In doing this, I hope that we can service you better in the future. 
  
  We value your patronage and loyalty to Alaska Airlines as an MVP, 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.
  
  
  Sincerely,
  
  
  ******************
  Central Baggage Service
  
  Reference#: 7636535
  Incident#: BNAAS93662995
  

  Customer Answer

  Date: 08/02/2022

   
  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:07/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight date: 07/19/2022 ****am; Flying out of SJC to ***. Flight conf code: HUSBPU and KHQCTU. Total of 4 travelers and 1 pet (cat) which required a payment as well. ($876.04 x2 = $1752.08 and $100 each way for Ziggy and $45.00 fee for her stroller so total cost is $1997.08) I was escorted by security soon as I reached KOA because I didn't have 1 very important document approving my cat, Ziggy to enter KOA. Alaska Airlines agent at SJC check in counter didn't properly check docs and told me the documents I have was sufficient. When I reached KOA, to avoid being sent back home on the very next flight, I bought another ticket to fly out to Oahu. I was escorted by security to the pet quarantine area where I paid more then $250+ in fees so my cat can be released and I could fly back to **** to join my family for my Sons 20th birthday celebration. Alaska Airlines agent allowed me to get on a flight without proper documents which lead to ALOT of problems for me once I reached my destination. I want ALL my money that I paid to Alaska Airlines for this trip refunded because your agent RUINED OUR special trip. My pet went through so much unnecessary stress and health problems because of the alaska airlines. There are NO pet relief stations at KOA or OAHU. My cat didn't use the litter all day due to the negligence of the agent at the counter. We were supposed to reach our destination at ****pm but didn't leave *********** until past 7pm due to Airline negligence. I missed the first day of my vacation because by the time I returned to KOA with my cat and had the necessary papers, it was past 7pm vs ****pm which was my original arrival time. My sons birthday trip was ruined due to Alaska airlines negligence. Refund money including the $265.00 release fee I paid at the Oahu Pet quarantine;airline fair on ******** Airlines which I had to pay from KOA to Oahu ($134.00 for myself and $45.00 for pet) AND 1 days worth hotel ($350.00 ********************) $2176.08 total refund!!

  Business Response

  Date: 07/28/2022

  
  
  
  
  
  
  July 28, 2022
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your flight from ************ to ****.
  
  My apologies that you were not allowed entry with Ziggy when you arrived in Kona.  It is ultimately the customer's responsibility to ensure they have all the necessary paperwork for their animal to travel to ******.  However, as a one-time exception, I will reimburse you for the release fee and the tickets for you and Ziggy to travel to Oahu.  You should receive a check in the amount of $444.00 within 15 business days.
  
  ******, 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#: 7836303 

  Customer Answer

  Date: 07/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me.

  I CALLED ALASKA Airlines twice and went over all the paperwork I had with an agent and was advised that I have all sufficient paperwork. I was advised by the quarantine department MANAGER in OAHU that its ULTIMATELY THE AIRLINES RESPONSIBILITY TO MAKE SURE THEY DONT ALLOW ANIMALS ON PLANE WHO DONT HAVE PROPER/all authorizations to travel. 
  Alaska Airlines allowed my pet and I to get on a flight even though we didnt meet requirements when we would reach our destination. 
  this was an error by Alaska airlines. 
  i wouldnt have gotten on the flight if I knew such trauma and stress would be involved for both my pet and I. 
  i want all my money back which I requested. 
  Alaska airlines ruined my first day of vacation which cannot be replaced!!! 
  Alaska airlines agent let me get on a flight even though I didnt meet the requirements to travel to Kona with a pet. 
  he checked my papers at the desk and said I have it all. I was lied to and put on a flight when airline agent knew I would be returned by security right away. 
  also I was humiliated due to a security escorting me throughout the airport in Kona and Oahu!! 
  people were staring at me like Im a criminal. 
  i didnt deserve the embarrassment. Alaska agent in ************ couldve prevented all this if he did his job correctly and didnt allow us to get on the plane. 
  he didnt follow the guidelines which led to  a very unpleasant experience for my pet and I. 
  i want all the money refunded please. 

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

  Business Response

  Date: 08/02/2022

  
  
  
  
  
  
  August 2, 2022
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau.  In reviewing your complaint, a response was sent to you from Alaska Airlines and I have copied it below.  The Better Business Bureau then closed the complaint.
  
  
  
  July 28, 2022
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your flight from ************ to Kona.
  
  My apologies that you were not allowed entry with Ziggy when you arrived in Kona.  It is ultimately the customer's responsibility to ensure they have all the necessary paperwork for their animal to travel to ******.  However, as a one-time exception, I will reimburse you for the release fee and the tickets for you and Ziggy to travel to Oahu.  You should receive a check in the amount of $444.00 within 15 business days.
  
  ******, 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#: 7836303
  
  ******, thank you for your email.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 7836303 

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17631700
  
  I am rejecting this response because: I didnt accept the response from Alaska airlines. I dont want the $444.00 so please dont close my case which I filed previously. My kitten and I were stranded at the ************ and forced to fly out to Oahu for additional forms while shouldve been looked at and approved prior to ** boarding the plane in ********, **. Im attaching screenshots for your review. I dont want to agre with Alaska, I havent received the answer I was looking for!!
  

  
  

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

  Business Response

  Date: 08/16/2022

  August 11, 2022
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau.  In reviewing your complaint, a response was sent to you from Alaska Airlines and I have copied it below, again.  The Better Business Bureau then closed the complaint.
  
  
  July 28, 2022
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your flight from ************ to Kona.
  
  My apologies that you were not allowed entry with Ziggy when you arrived in Kona.  It is ultimately the customer's responsibility to ensure they have all the necessary paperwork for their animal to travel to ******.  However, as a one-time exception, I will reimburse you for the release fee and the tickets for you and Ziggy to travel to Oahu.  You should receive a check in the amount of $444.00 within 15 business days.
  
  ******, 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#: *******
  
  ******, thank you for your email.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

• Initial Complaint

  Date:07/26/2022

  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.

  On 6/23/22 I flew out of *** to ****** on Alaska airlines flight 440. Before my arrival at the airport I paid to check two bags in using the Alaska app. I was charged $30 for each bag. When I got to the airport I was not able to check in with self-help so I went to the counter. The agent at the counter told me she could only see payment for 1 bag so she charged me $40 for my second bag. Later one I found out they had charged me for three bags when I only checked in two bags. I attempted to call customer ********************** and they were not willing to help. They state their scan report shows I checked 3 bags when in fact I only had 2 bags to check. The company is not willing to refund me for their error

  Business Response

  Date: 07/27/2022

  
  
  
  
  
  
  July 27, 2022
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding the baggage fees you were charged on 6/23/2022. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is to hear from you.
  
  I have submitted a request to our ********************* for reimbursement.  You should see a credit within 7 business days to the credit card ending in 8442.  If you do not receive the credit, please check with your financial institution as they have varying timeframes for posting credit.
  
  *****, 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#: 7833227 

  Customer Answer

  Date: 07/27/2022

   
  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:07/26/2022

  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 had purchased a flight from ******* to ************** for the morning of 7/26/2022. I also purchased flight insurance on this flight. Originally, the plan was for me to come back on the 26th after having been in ******* for the summer, and my husband would come back at a later date by car. We ended up needing to come back to **** before the 26th because of a medical emergency and needing to see our doctor. I have contacted customer ********************** on 7/**/2022 for a refund. I thought it would be no problem considering I spent EXTRA on flight insurance. I was wrong and met with an attitude from the agent. Im extremely disappointed. I expected to be met with compassion after explaining our situation, but instead was basically told tough luck. I am requesting a full refund for the flight on 7/26/2022.

  Business Response

  Date: 07/26/2022

  
  
  
  
  
  
  July 26, 2022
  
  
  *************,
  
  Thank you for your email to the Better Business Bureau regarding your unused ticket from ******* to **************.  I certainly hope that the reason for your return has been resolved and you are both doing ok.
  
  I am very sorry that when you contacted our *********************** you were not met with compassion for your circumstances.  Although what our agent advised regarding your trip insurance is correct, you still should have been treated kindly.   Please submit a claim with the trip insurance company and if you do not receive a satisfactory response, let me know and I will see what I can do for you.  
  
  Brooklyn, 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#: 7829203 

• Initial Complaint

  Date:07/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Alaska flight from *** to ******* was canceled and there was no flight back to ******* on the same day. The agent was able to book a return flight for me the next day and she told me I have to book a hotel myself and Alaska will reimburse me for the hotel, food, and transportation. I submitted my reimbursement request in Jan 2022. I contacted 2 times and the agent told me they have sent me a cheque. But I still have not receive my reinbursement.

  Business Response

  Date: 07/25/2022

  
  
  
  
  
  
  July 25, 2022
  
  
  Dear Zhesi,
  
  Thank you for your email to the Better Business Bureau regarding the reimbursement you have been trying to receive.
  
  My apologies for the unacceptable delay.  There was an issue with the process and we have fixed it.   I have submitted a request to our ********************* again and the check will be issued this week.  You should receive it within15 days.  Please let me know when you receive it.  
  
  Zhesi, again, my apologies.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 7079220 

• Initial Complaint

  Date:07/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight 3/14/2022 for $1,334.40. It was a direct flight, and I specifically chose that because I needed to be at the destination by a certain time. However, they later downgraded it to a layover flight. If I had known I would have ended up with a layover, then I would not have paid extra for the direct flight. They never paid back any difference in price for the downgrade.Later, they ended up delaying the flight at the layover for 7 hours. The staff lied about it and said that it was due to weather. I checked the weather and it was clear, and all the other people in our group arrived on time without delays. I later checked with another staff member online who said it was due to mechanical issues, which was another lie.The layover flight was supposed to leave at 11:00am but it was delayed 7 hours. I spoke with another traveler who had been waiting for the same flight since 6:00am, and both of our flights were delayed until 6:00pm. I believe the airline never intended to have that flight leave at 6:00am or 11:00am even though they booked the same flight for 2 different times. Others arrived for the same flight to leave at 6:00pm. That means there were 3 groups of people all waiting for the same flight at 6:00am, 11:00am, and 6:00pm. The airline never intended to board the earlier flights, and they failed to let me know, which ended up costing me money for missing my car rental and missing my own wedding dinner party.We ended up spending over $100 on food at the airport during the 7 hour delay and they only provided us with a $13 dollar meal voucher between 3 of us. I also had to pay nearly $150 for a rideshare because I missed my car rental.They offered $200 towards another flight within a year, but that will not be possible because I cannot get another vacation sooner than a year and I never want to fly this airline again.I want them to pay back the cost of the flight.

  Business Response

  Date: 07/25/2022

  
  
  
  
  
  
  July 25, 2022
  
  
  Dear *******,
  
  Thank you for your email to the Better Business Bureau regarding your recent flight from ************* to ****** on 7/1/2022.  I do see that our Senior Vice ********** ************************ reached out to all passengers on your flight and provided compensation in the form of a $200 Discount Code.
  
  *******, I can assure you that none of our staff lied to you about the reason for the delay.   Your flight was delayed due to mechanical issues.  It is true that there was a weather issue also at the beginning, but then the aircraft had a mechanical issue.  In addition, flight schedules are never guaranteed as airlines alter their schedules every few months.  My apologies that this caused you to miss your wedding dinner party.  I would be more than happy to reimburse you for your ride share if you would be so kind as to provide me with a receipt and verify your mailing address.
  
  *******, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 7762052 

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17607198
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 07/29/2022

  They already emailed me the same thing. It is a $200 discount for a future flight within one year. Unfortunately, I cannot fly anywhere within the next year so it is useless. Even if I could, I would not choose Alaska Airlines.

• Initial Complaint

  Date:07/20/2022

  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.

  March 17, 2022 filed a luggage destroyed claim that should have taken 6 weeks. After 6 week Ak Airlines emailed stating something about lost luggage claim. I emailed them back stating this was not lost luggage but luggage they have destroyed during my trip. Again, Ak Airlines said it would *********** weeks for them to review and answer. It's been more than 4 months and I would like to be reimbursed for my piece of luggage. Incident Number ANCAS55090635 Ak Airlines has all the pictures of the luggage, plane tickets, etc

  Business Response

  Date: 07/25/2022

  July 24, 2022
  
  
  Dear ********,
  
  This is in response to your BBB Complaint# ********.
  
  From what you have described, I certainly acknowledge that this matter has been very frustrating for you, and I appreciate the opportunity to address your concerns.
  
  First and foremost, I would like to apologize for the damage to your personal belongings. In an industry where customer ********************** is a key feature, Alaska always strives to provide exceptional service to its customers. 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 also recognize this has been a very lengthy process and I apologize you had to follow up more than once on the status of your claim.
  
  Based upon a further review of your case, as advised in our April 22nd email we were unable to proceed with your case due to the discrepancy from your undisclosed March 2018 claim. Although your previous claim was for a delayed bag, you did file a previous baggage claim which was not disclosed on your signed Statement of Mishandling form. 
  
  When claims of loss, damage, delay, or pilferage are reported during travel. We require our guests to divulge if they or a member of their household has filed a claim for mishandled baggage or property loss with Alaska Airlines within the past five years. This information regarding certification and understanding of claims is also provided to our guests on their Statement of Mishandling form right above the claimant's signature field.  Respectfully, we must deny any further consideration regarding your damaged claim. 
  
  Additionally, I understand that there may have been a longer than expected wait time to hear from a representative regarding our previous denial of your claim. I would like to offer my sincerest apologies for the delay in our response. Please know that I have shared this experience with our Central Baggage Management Team for training opportunities. It is when we hear from our guests that we can identify areas in need of attention and improvement. We certainly hope to make that up to you in the future.
  
  As a customer ********************** gesture, for the delay and lack of communication regarding your damage claim. I am including a Discount Code. Please reference the appropriate code below at the time of booking. To use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form.
  
  Your Discount Code must be ticketed within one year from the date of this email and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. This Discount code is not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Airlines Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed fares. Complete Discount Code rules and restrictions can be found online at alaskaair.com.
  
  ***************************, Discount Code (eCert code) *****************, in the amount of $75.00.
  
  While I understand this Discount Code does not take away from the delay in communication regarding your claim, I do hope that you will accept this voucher in the spirit it was intended. 
  
  ********, we know that this experience did not live up to your expectations and regret that we fell short of delivering the remarkable service that you expect from us. I hope that you will choose to fly with us again as I am confident that we can provide you with the customer ********************** we are known for and that you deserve. 
  
  Sincerely,
  
  
  ******************
  Central Baggage Services
  
  Reference#: 7292235
  Incident#: ANCAS55090635