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.

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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:04/05/2025
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 April 4, 2025, my husband, our 20-month-old daughter, and I flew with Alaska Airlines on Flight AS 893 from ******* to ********. We purchased a seat for our toddler, even though she qualified as a lap infant, to ensure extra space and comfort. During landing, our daughter became frightened and didnt want to sit in her seat. I held her on my lap and buckled her with me, thinking it would help her calm down.A flight attendant named **** approached us in a harsh tone, saying I could not fasten my daughter with my seatbelt and claimed I would crash my child. When I explained she was under 2 and allowed to be on my lap, **** refused to listen. She called her manager, ******** who immediately supported **** and falsely claimed I said my child was under 3. I never said that. The interaction was condescending and humiliating. Both **** and ******* were dismissive and unprofessional throughout.Throughout the flight, **** smiled at and warmly interacted with other passengers, while repeatedly giving us cold looks, warnings, and no kindness. As we deplaned, she said goodbye to others but completely ignored us. Before landing, she even told us, If I were doing the registration today, I wouldnt have let you onboard, which felt like a threat and left us shocked.We believe we were treated differently and unfairly, and suspect racial bias played a part in this behavior. We felt humiliated, singled out, and discriminated against during what was supposed to be a joyful family vacation.We are filing this complaint in hopes Alaska Airlines acknowledges this unacceptable treatment and addresses the behavior of these staff members. No familyespecially with a young childshould experience this kind of treatment.
Business Response
Date: 04/08/2025

April 8, 2025

Dear Xiangru,

Thank you for your email to the Better Business Bureau and I am sorry for your experience with us.

Upon my review I see that you have reached out to our **************************** via email. To ensure your concerns are thoroughly reviewed, our **************************** will be reaching out to you via email once they have researched and reviewed what you have shared regarding this situation. This response may take up to 30 days to be received.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:04/02/2025
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 round-trip flights with Alaska Airlines, flight AS3438 from ********************************* (LAX) to **************** (SCJ) and return flight AS3278 from SCJ to *** on the same day, under airline confirmation code APQWGB. Upon my arrival at *** in the morning, the counter agent informed me that they could not locate my reservation. Despite my efforts, I was asked to call the airlines customer ********************** number for resolution. I waited on hold for over an hour with no response. As a result, I missed my scheduled flight AS3438 to SCJ.When attempting to check in for the return flight AS3278, I encountered the same issue where the counter agent was unable to locate my reservation. This time, an airline employee made a phone call and eventually found my reservation, but only provided me with the return flight, refusing to acknowledge or refund the missed outbound flight. The lack of accountability and customer ********************** from ********************** caused significant inconvenience and financial loss.I strongly believe that this was due to an error on the part of Alaska Airlines, and I should not be penalized for their failure to properly manage my reservation. I am requesting a full refund for the missed flight AS3438 from LAX to SCJ.I urge the BBB to assist me in resolving this matter and ensuring that Alaska Airlines takes responsibility for their service failure.
Business Response
Date: 04/03/2025

April 3, 2025

Dear Rongqing,

Thank you for your email to the Better Business Bureau regarding your refund request.

I am sorry to hear that you had issues when trying to get checked in for your flights. I took the liberty of reaching out to our *********************** Lead to inquire about any possible issues with your reservation. Upon their review they found that it was purchased through a travel agency and that there were no issues on our end. Regarding not being able to check-in for your return flight, because your outbound ticket was showing that you no showed, your return ticket was canceled. I was, however, happy to hear that our Customer ********************** Agent was able to call our *********************** and they made an exception to reinstate your ticket.

You also mentioned that our Customer ********************** Agent refused to acknowledge or refund the missed outbound flight. I apologize if you feel this situation could have been handled differently and your feedback has been shared with our Customer ********************** Manager in ************ for their review.
I am very sorry to hear that the hold times for our *********************** was over an hour. At Alaska we believe there is never an excuse for poor service. While we understand the importance of providing quick, convenient service from our ***********************, holiday travel, inclement weather and staffing shortages can cause long hold times. I can assure you that our *********************** team makes every effort to offer fast, friendly service and I apologize that we did not provide that for you.
Regarding your refund request, I kindly request that you provide me with your travel documentation showing the new flight that you had to purchase from Los Angels to ************. Please reply to this email with scanned copies of your documents attached; the acceptable file formats are: jpg, gif, png, tif, bmp, pdf. If you wish to mail or fax your documents, please include your reference number found at the bottom of this email and send your documents to:

Alaska Airlines Customer Care
PO Box *****
******************************

Fax: ************

Thank you and I look forward to your reply.

Sincerely,

*****
Customer Care Representative II

Reference#: 11031781
Customer Answer
Date: 04/09/2025

Complaint: 23153310

Hi, please see the attached screenshots for both the new itinerary and the original one with Alaska Airlines.

Sincerely,

******** *****
Business Response
Date: 04/17/2025

April 17, 2025

Dear Rongqing,

Thank you for your reply email to the Better Business Bureau.

Thank you for providing your flight documentation. A refund for the unused portion of your outbound flight will be processed back to your credit card ending in *0061 within 7 business days of this correspondence. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries. If this is not the last four digits of your credit, please contact the agency you booked your travel through to inquire on how they will be issuing you your refund.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 05/19/2025
I have not received the $148.3 back form the Alaska airline. So would you mind help me check when I can receive the money.

Hope you have a great day

******** *****.

Business Response
Date: 05/21/2025

May 21, 2025

Dear Rongqing,

Thank you for your reply email to the Better Business Bureau.

Upon my review, I found that $148.30 was refunded back to the credit card ending in *0061 on 4/18/2025. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:03/31/2025
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 3/31 I was flying home from ********* to ******* with my dog. My dog is a good animal, but does struggle with anxiety, and on the guidance of my vet he wears a muzzle in stressful situations (his muzzle is a basket muzzle that does not prevent him from drinking). This would have been the 4th flight my dog took on Alaska Airlines wearing a muzzle and in his exact same pet carrier he always uses. However, moments before boarding we were told the dog is not allowed to wear a muzzle (I did not find this in your policy/literature anywhere by the way) and that the way his carrier snaps together is not approved for flight because it uses a clamp system instead of screws The situation was made worse when we were told we were being bumped to a flight with an additional stop in ******* (adding to the stress of both my animal and my family). In the end, my pet carrier was confiscated and we were given one that is WAY TOO BIG and my pet was so scared he vomited. I also want to add that we were at the gate for over an hour before boarding, and they only pulled me away RIGHT as boarding was about to begin and put me in an unnecessary situation and even forced me to go back through security screenings even though I was with your personnel the entire time. When I called the customer care line I was spoken to in a way that I found quite condescending even though I was nothing but polite to the service representative. I am ALWAYS happy to follow rules when those rules are consistent and again...this was anything BUT consistent with my previous experiences and the fact that there is no written policy to back up the way I was treated is highly problematic. I am seeking reimbursement for the pet carrier that was taken away from us ($200) and also the cost of my flight OR equivalent miles to cover a future flight. I am EXCEPTIONALLY disappointed with how I was treated as this is not the kind of care we typically get or expect from Alaska Airlines, it was disgraceful.
Business Response
Date: 04/01/2025

April 1, 2025

Dear *******,

Thank you for your email to the Better Business Bureau regarding your experience on 3/30/2025.

I understand how frustrating it must have been to be informed that your dog being muzzle was not allowed and that your kennel was not approved due to having clamps, especially since it had been permitted on previous flights. As advised in our Contract of Carriage Rule 15 G. 5. Muzzled, pregnant, injured or ill animals will not be accepted for Carriage. We also advise via Pets in Cabin - Alaska Airlines that plastic carriers that are assembled from top and bottom must be securely bolted together and that plastic clips must not be the only fastener holding the top and bottom part together. You have my apologies that due to this you had to be given another bigger kennel causing your dog to get sick and that you also had to go back through security.

You also mentioned that you were only informed of this issue right before boarding. This is very disappointing to hear as this issue should have been caught at check-in. Additionally, our gate agents don't always know there is an issue with an in-cabin pet until they see it firsthand in the boarding area. I sincerely apologize that this issue was not caught sooner and your feedback has been shared with our Customer ********************** Manager in Anchorage for their review.

In your email you said that you were bumped from your flight and were rebooked with an additional stop in *******. Upon my review I see that you took your original flight on 3/30/2025 from ********* to ********

Furthermore, I am disappointed to hear about the condescending treatment you received from our Reservations Agent. We strive to provide excellent service and treat all our guests with respect, and I apologize that this was not demonstrated to you. Your feedback has been shared with our Reservations Supervisors for their review.

Although a refund cannot be offered or mileage credit compensation to cover a future flight, I would be happy to review your pet carrier receipt for potential partial reimbursement, as you were given a new kennel. Please reply to this email with scanned copies of your documents attached; the acceptable file formats are: jpg, gif, png, tif, bmp, pdf. If you wish to mail or fax your documents, please include your reference number found at the bottom of this email and send your documents to:

Alaska Airlines Customer Care
*****************
******************************

Fax: ************

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

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 04/01/2025

Complaint: 23138183

I am rejecting this response because first, I did not say our flight was bumped, I said they were THREATENING to bump us. Also, I no longer have the receipt for the pet carrier as it was purchased years ago. Yes you gave us a pet carrier but as mentioned, it was WAY too big and has no handle. I have severe arthritis and I can't even lift it, so yes you gave a carrier but not one we can ever use. The right way for your team to handle it would have been to put our carrier on the plane as luggage instead of confiscating it completely. I also want to reiterate it is not a problem that you have these policies, the issue is how we were treated (horribly) and also that this was only an issue once out of four times flying with you, so clearly your team has issues with consistently implementing your policies. In addition, the muzzle policy should be as prominent as the list of banned breeds so that clients can be fully informed. We fly with you back and forth from ******* three to five times per year. We have been loyal customers and have always felt that ********************'s customer ********************** is exceptional, but again, this recent treatment is what I would expect from Spirit. Very disappointing.

Sincerely,

******* *******
Initial Complaint
Date:03/30/2025
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 was checking in for my flight from *** to PDX when I got a notification that a trip was being imported. I assumed that it was the Maui flight and didnt think anything of it, I then went to check my milage status and noticed all my miles were gone, I clicked on the link and saw a ticket from ***** to ************* was purchased under someone elses name and I was not notified that miles were redeemed. I have mileage accounts with 3 other major airlines AND ever time I redeem miles I get notified!!! This system should have been in place with Alaska Airlines. Your fraud team should have alerted to this. Customer ********************** was extremely rude and unhelpful. I was told I needed to provide a 4 digit pin via email and that for the rest of my life my account would be locked and that when I wanted to redeem miles I would have to call customer **********************. I mean I am only 41 years old so if I live into my 90s I will have to do this for 50 years!!! Your hold times are ridiculously long all the time. I requested a new mileage plan account and for the miles to be transferee and I was denied that.
Business Response
Date: 04/01/2025

April 1, 2025

Dear *****,

Thank you for your email to the Better Business Bureau regarding your Mileage Plan account.

I am truly sorry to hear about the unauthorized redemption of your miles, which led to the loss of your mileage points. I understand the frustration this situation has caused, especially when you were not notified of the redemption. As advised by our ************* Representative and ************* Specialist when you called in, our **************** normally catches fraudulent bookings such as this but when a ticket is booked and traveled on in less than 24 hours it can be harder to catch. To see if we can set up alerts when miles are used, your feedback has been shared with our Development Team for their review. That said, I was happy to see that your miles were added back to your account.

Additionally, I apologize for the poor customer ********************** response and the rude behavior you encountered when seeking assistance. This is not the level of service we strive to provide, and I have shared your feedback to our ************* Management Team for further review.

Regarding the requirement to provide a 4-digit PIN and the permanent lock on your account, I understand how inconvenient this must be for you. While this measure is intended to enhance security, I recognize the burden it places on you for future mileage redemptions. As advised while on the phone with our ************* Department, we are looking into better security functions but this is what we have set up currently. You can take the pin off your account at any time but if a fraud happens on your Mileage Plan account again, your miles will not be replaced. Further, when fraud happens on a Mileage Plan account, we do not issue a new Mileage Plan number. You have my apologies for any disappointment or negative feelings this may have caused and I sincerely appreciate your understanding in this matter.
I regret that the hold times for our ************* Department have been so long. At Alaska we believe there is never an excuse for poor service. While we understand the importance of providing quick, convenient service from our ************************ holiday travel, inclement weather and staffing shortages can cause long hold times. I can assure you that our ************* Management Team makes every effort to offer fast, friendly service and I apologize that we did not provide that for you.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
************* Representative II

Reference#: 11014315
Customer Answer
Date: 04/01/2025

Complaint: 23134538

I am rejecting this response because: It doesn't solve the current problem. It took me 4 hours of waiting for a return phone call to be able to redeem miles for a flight I wanted to book. This is not an acceptable resolution and I refuse to do this for the rest of my life. If I refuse to do a pin and lock my account then any fraud won't be investigated or taken care of. I don't trust Alaska Airlines to do anything about Fraud because they showed that when this happened for the first time in my life they don't have the capacity to handle it. I had to bring it to there attention. I should have received a text or email notifying me that points were redeemed and they failed to do that. The fact that for the rest of my life this is going to be an issue is not solving the problem. There should be a seperate phone number for those of us who need to reach Alaska Airlines to temporarly unlock our account can call and receive PROMPT service!

Sincerely,

***** **********
Initial Complaint
Date:03/29/2025
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 used miles to purchase 1 ticket to ****** on 3/25 and the cost was ****** miles, instead Alaska Airlines took ******* miles out!!! Confirmation Code QCYMVF. Milage account number ********* I contacted customer ********************** and they refused to help me told me I had to call back on Monday and speak to someone. This is not acceptable and my issue should have been fixed the minute I brought it up.
Business Response
Date: 04/01/2025

April 1, 2025

Dear ****,

Thank you for your email to the Better Business Bureau regarding your reservation.

I understand how concerning it must have been to see an overcharge of ******* miles for your ticket purchase to ****** on March 25th. I have reviewed your account and the transaction associated with Confirmation Code QCYMFV. It appears that there was an issue with your credit card security code so your payment was declined twice causing two additional mileage withdrawals from your Mileage Plan account. You have my apologies that your miles were not automatically refunded back to your Mileage Plan account and your feedback has been shared with our IT Department for their review. That said, I was happy to see that you contacted our ************************ and ******** was able to refund your miles.

Regarding your interaction with our ************************ I am truly sorry to hear that you found the assistance unhelpful. We strive to provide excellent service and immediate resolutions to our guests' concerns and from what you have shared we failed you in this regard. I would like to assure you that your feedback has been shared with our Reservations Supervisor for their review.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 04/01/2025

Complaint: 23134512

I am rejecting this response because: there is not enough acknowledgement of the various channels gone through to get a resolution. The issue should have been resolved from the very beginning. It shouldnt have taken my wife and I calling multiple times, texting ******** messenger, and even asking a customer ********************** *** in person at the ***************. I knew eventually I would get one nice and competent employee that could fix the situation, but it shouldnt have taken that long. It shouldve occurred from the very first contact that Alaska Airlines had with us. I dont really feel like you truly care or that changes are going to be made because it is your standard response to say that youre going to share our feedback with management. The problem is is youve been saying for years youre going to share your feedback with management and for the past five years the customer ********************** that we have been receiving from Alaska Airlines has been some of the worst in the industry. And when our friends and family say well, why do you keep my responses? Well, they basically have a monopoly on the West Coast and now with a merger of Hawaiian Airlines were pretty much stuck with them because the other airlines dont have nearly as many nonstop flights. Trust me if I didnt live on the **********, you would not be my airline of choice. If youre truly sorry for everything that has occurred then you would provide additional compensation to make up for the very poor customer ********************** that you have provided.

Sincerely,

**** **********
Initial Complaint
Date:03/28/2025
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.
Flight delayed. Alaska Airlines employee s at the gate failed to call priority groups properly. Flight attendant refused to put trunk in overhead cabinet for customers. In fact, not a single greeting from this white mid-aged female Alaska Airline flight attendant since first got on the plane. Verbally and physically offensive and rude in manner. Consistent terrible look on face with annoying gestures which made passengers including myself very uncomfortable. Pointed her finger at the overhead cabinet, crying and/or yelling to place my own luggage in the cabinet that she pointed her fingers at. She looked extremely unprofessional to me when compared to the other flight attendant that was serving drinks next to her. Overall by far the worst experience with Alaska Airline. Terribly poor quality service and customer care way below standards. Such a disappointing airline.
Business Response
Date: 03/28/2025

March 28, 2025

Dear ******,

Thank you for your email to the Better Business Bureau regarding your experience on 1/24/2024.

Upon my review I see that you were in contact with our ************************ several times and your issues were addressed and you were issued two $50 Discount Codes. Please see the email below.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
************* Representative II

Reference#: 10948896

March 26, 2025

Dear ******,

Thank you for calling regarding you flight experience on January 21, 2024. 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.

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 **************************************************************** 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 ***********************.

*********************, Discount Code ECSR50CBGJR1595829, in the amount of $50

****** ****, Discount Code ECSR50CFGSR1595830, in the amount of $50

I hope that you will accept my invitation to join us on another flight.

Sincerely,

Miros F.
************* Specialist

Reference#: 10948896
Initial Complaint
Date:03/21/2025
Type:Order 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.
Incident Summary On March 2, 2025, I was removed from Alaska Airlines flight AS808 from ******* to ****, ****** under circumstances that I believe constitute discrimination based on my Type 1 diabetes. Requested Resolution 1. Full reimbursement of our flight 2. Reimbursement of the $120 in additional expenses ($70 meal + $50 taxi) 3. A formal explanation of the airline's decision-making process in this incident 4. Written assurance that this discriminatory treatment will not recur 5. Information about any corrective training or personnel actions taken 6. A sincere, formal apology for the discriminatory treatment based on my disability
Business Response
Date: 04/04/2025

April 4, 2025

Dear *****,

Thank you for your email to the Better Business Bureau.
I am sorry for your experience with us. To ensure your concerns are thoroughly reviewed, our **************************** will be reaching out to you via email once they have researched and reviewed what you have shared regarding this situation. This response may take up to 30 days to be received.

Sincerely,

*****
Customer Care Representative II

Reference#: 10925443
Customer Answer
Date: 04/04/2025

Complaint: 23100163

I am rejecting this response because: opening an investigation a month after the incident that will span another month is not a resolution.

Sincerely,

***** ****
Business Response
Date: 04/11/2025

April 11, 2025

Dear *****,

Thank you for your reply to the Better Business Bureau.

I am very sorry that you are unhappy with the amount of time a resolution to your concerns may take. To ensure that your concerns are adequality addressed a full investigation must be done, which unfortunately takes time.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 04/11/2025

Complaint: 23100163

I am rejecting this response because simply beginning an investigation is not a resolution. After waiting so long to begin an investigation, it sends the message that Alaska Airlines does not take disability discrimination seriously and allows for further discrimination to possibly continue. Is the flight attendant who violated my rights at least on administrative leave or reduced responsibility pending the investigation or is Alaska Airlines allowing them to continue to remove people at their ignorant discretion? Has the airline still not followed the law to employ a CRO immediately?

Sincerely,

***** ****
Business Response
Date: 04/22/2025

April 22, 2025

Dear *****,

Thank you for your reply to the Better Business Bureau.

Upon my review I see that you have been in contact with our **************************** and they are handling all of your concerns and DOT matters. Please see their email below.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********

Re: United States Department of Transportation Case #JY2025030008

April 20, 2025

Dear *****,
Thank you for reaching out to the Better Business Bureau regarding your travel experience with us on March 2nd. It is our goal to ensure every trip and interaction you have with Alaska goes smoothly, and the best way for us to do that is by hearing from you.
I am truly sorry to learn of your experience and the impact it had on your travel plans. I understand how upsetting it must have been to be removed from your flight after informing our crew about your Type 1 Diabetes. What you intended as a light-hearted exchange led to a situation that disrupted your journey, and I regret the stress and discomfort that resulted.
In accordance with the **** ****************************'s Air Carrier Access Act rules regarding non-discrimination on the basis of a disability, 14 CFR Part 382, Alaska Airlines does not discriminate against any qualified individual with a disability, by reason of such disability, in the provision of air transportation.
In researching your concerns, I worked with our ******** Management team to review the details of your experience. It was reported that during the boarding process, you or your partner made a comment to the Flight Attendants that was interpreted as expressing concern about the availability of juice on board due to your hypoglycemic condition. Although the remark may have been meant in jest, our crew understood it to suggest that juice might be critical to managing your health in flight. Given the length of the journey from ******* to ****, which exceeds six hours and operates primarily over open water with limited options for diversion, our Flight Attendants followed established safety protocols and contacted *******, our on-call medical advisory service, for further guidance.
Following their consultation and in the interest of caution, the crew determined it was necessary to delay your travel to ensure that no in-flight health emergencies would arise. These decisions are made in real time, with input from medical professionals, and always with the intent of protecting the safety and well-being of all those on board. While I understand you felt prepared and capable of traveling safely, I also recognize how frustrating it must have been to be unable to continue with your journey as planned.
We appreciate that you attempted to clarify your condition and explain that you had sufficient medical supplies with you. I regret that despite your efforts, you felt unsupported and that the reasoning behind the decision was not more clearly explained at the time. Even when safety concerns arise, our goal is always to communicate with care and professionalism. I am sorry that you felt this standard was not met.
Our team at the airport was able to rebook you on the next available flight and upgrade your seating to Premium Class. While this ensured you were able to continue your journey, I understand it did not fully alleviate the disruption you experienced. According to reports from our Seattle station, the gate agents you spoke with after deplaning noted that your comment regarding juice was later understood to have been intended as light-hearted. Although our crew made decisions based on their understanding of the situation at the time, I can understand how disheartening it must have been for a brief interaction to lead to such an unexpected change to your travel plans.
Our Flight Attendants are trained to respond to any indication, however minor, that there may be a potential medical concern in flight. This is especially important on long-haul routes over water, where immediate medical assistance is not readily accessible. While we believe the actions taken by our crew followed the appropriate procedures, we also recognize the outcome was distressing for you. ******************* is reviewing the matter internally with the crew to explore whether any alternative approach could have better supported both your safety and your experience.
Alaska Airlines does reserve the right to refuse transportation when there is any concern that a passenger may be at risk of a medical emergency. These determinations are made carefully and with the intent of upholding the safety of everyone on board. You can review this policy in our Contract of carriage - Alaska Airlines, which outlines the terms and conditions under which we provide air transportation. I regret that this situation left you feeling dismissed despite your efforts to advocate for yourself.
After reviewing your concerns, we have determined that our Flight Attendants followed established safety and health assessment procedures. As such, we believe we acted in accordance with the provisions set forth in the Air Carrier Access Act (ACAA) regarding nondiscrimination. For future travels, we want to make you aware that we have Complaints Resolution Officials (CROs) in every city we serve. These representatives are specially trained in the **** and are available to support passengers who need immediate assistance in situations involving a disability-related concern.
I understand that you are requesting a full refund based on the situation you experienced. Unfortunately, we are unable to accommodate this request, as your travel was ultimately completed. Alaska Airlines adheres to *** regulations regarding refunds, which require airlines to issue refunds only in cases where a flight is canceled or when there is a significant schedule change that a passenger declines. Since we were able to deliver you to your destination safely, this situation does not meet the criteria for a full refund under those guidelines. However, we understand that you incurred additional costs due to the delay, and we are happy to review those expenses for possible reimbursement.
Please send scanned copies of any receipts for out-of-pocket expenses such as meals, transportation, or nonrefundable reservations affected by your later arrival in ****. Acceptable file formats include jpg, gif, png, tif, bmp, and pdf. You may reply to this email with your documents attached, or submit them by mail or fax to the following:
Alaska Airlines Customer Care
PO Box *****
******************************
Fax: ************
I also see that ***** miles were issued as a gesture of goodwill. In light of the disruption you experienced, I would like to extend an additional gesture by providing discount codes for you and your partner to use on a future Alaska Airlines flight. I hope this will encourage you to give us another opportunity to provide the level of service you expect and deserve.
To use the codes, go to **************************************************************** 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 ***********************.

***** ****, Discount Code ECSR300CXGYG247651, in the amount of $300

******** *******, Discount Code ECSR300CPGTG247652, in the amount of $300
I truly hope I have been able to address all of your concerns. Please feel free to reach back out to me with any questions or additional feedback. Alternatively, you have the right to contact the ********************************* and seek enforcement action under 14 CFR 382.
*****, thank you again for giving us the opportunity to address your concerns. I am very sorry this experience did not reflect the smooth and respectful service we strive to provide. Your feedback has been shared with our leadership team and will be used to support continued improvement in our communication and responsiveness. We look forward to welcoming you on board another Alaska Airlines flight in the future so that you may come to experience the level of service that we are known for, and that you deserve.

Sincerely,

****** *.
Customer Advocacy

Reference#: ********
Initial Complaint
Date:03/20/2025
Type:Sales and Advertising 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 my son and my flight from ****** Flights and somehow once I was linked to Alaskas website my flight date was changed from the 12th to the 7th. I did not realize it till I was giving information to a family member for a ride. They are only giving half of the funds as voucher back, I cannot afford the full price of the ticket prices they are charging now. They are taking advantage of people with ********** that cannot afford to pay full price for tickets.
Business Response
Date: 03/21/2025

March 21, 2025

Dear ****,

Thank you for your email to the Better Business Bureau regarding your refund.
I was very sorry to hear that you accidentally booked travel on the wrong date, and I understand that when you discovered this about two months later, you were only given a partial refund. When booking travel on *************************** you will be given the option to select a Saver Fare, Main cabin, Premium or First Class ticket, depending on availability. When you select the Saver Fare a box will pop up advising you of the restrictions for our Saver Fare compared to our Main cabin fares and does advise the fare rules as shown below.

Saver fares cannot choose seats. Seats will be assigned to you at the airport.
Passengers are allowed one carry-on and one personal item. Overhead bin space is on a first-come, first-served basis. Elite Mileage Plan passengers keep elite boarding status.
Elite members do not receive preferred seating benefits. Elite members are eligible for same-day upgrade benefits with Saver fares 2 hours prior to departure. On all fares including Saver, elites receive bonus miles, baggage allowances, check-in benefits, and priority boarding. All other Saver fare rules and restrictions apply to MVP members.
Our 24-hour cancellation policy applies to all fares. When canceled, Saver fares are eligible for a credit of 50% of the ticket value when canceled at least 14 days prior to departure of the first flight on the ticket. Otherwise Saver fares may not be changed or canceled.
Saver fare guests earn miles at a rate of 30% of Main Cabin fares.

Additionally, we do show the dates of travel that you are booking several times during the booking process and on the confirmation email that is sent directly after your purchase. So unfortunately, an additional refund cannot be offered. I sincerely apologize that due to the restrictions of our Saver Fares you feel that Alaska is taking advantage of ********** people and for any inconvenience this may cause.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 03/21/2025

Complaint: 23096231

I am rejecting this response because:
There is no resolution. The least alaska airlines could do is is give me a full credit of what I paid for the tickets. They can afford it, I cannot.

Sincerely,

**** *********
Initial Complaint
Date:03/18/2025
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.
Flight Number: AS305 Your system doesn't allow you to view previous flight so I don't have anything other than that. You'll have to look at the manifest and do a manual review and you should work on changing the system so clients can view their past flights and make it easier for you to find.. I am disputing an issue with an Alaska Airlines booking and the inconsistent, unclear policies surrounding Sabre fares. I used an Alaska-issued certificate to book my flight and attempted to cancel it through customer **********************. However, I was informed that Sabre fares cannot be canceleddespite the fact that Sabre fares booked with miles (another form of airline credit) CAN be canceled. This policy makes no sense, and it was never clearly communicated at the time of booking.Furthermore, the representative I spoke to was dismissive, unhelpful, and lacked basic customer ********************** skillsoffering no options, no empathy, and no willingness to assist. This is unacceptable.If this issue is not resolved fairly, I will escalate it to the **************************** for a formal investigation into these misleading policies. Alaska Airlines has had numerous opportunities to improve its handling of these matters, yet continues to fail.I expect a timely resolution at an escalated level. Do not redirect me to front-line customer *********************** need someone with decision-making authority to resolve this matter.Thank you.
Business Response
Date: 03/19/2025

March 19, 2025

Dear *****,

Thank you for your email to the Better Business Bureau regarding our Save Fares.

I understand that there was some confusion regarding our Saver Fares and tickets purchased using your miles and that you feel this is not clearly communicated on our website. When booking travel on our website you will be given the option to select a Saver Fare, Main cabin, Premium or First Class ticket, depending on availability. When booking travel on our *************************** you will be given the option of selecting a Saver Fare, Main cabin, Premium or First Class ticket, depending on availability. When you select the Saver Fare a box will pop up advising you of the restrictions of our Saver Fare compared to our Main cabin fares and does show the fare rules as shown below.

Passengers are allowed one carry-on and one personal item. Overhead bin space is on a first-come, first-served basis. Elite Mileage Plan passengers keep elite boarding status.
Elite members do not receive preferred seating benefits. For tickets booked on or after May 22, 2023, elite members are eligible for same-day upgrade benefits with Saver fares 2 hours prior to departure. On all fares including Saver, elites receive bonus miles, baggage allowances, check-in benefits, and priority boarding. All other Saver fare rules and restrictions apply to MVP members.
Our 24-hour cancellation policy applies to all fares. When cancelled, Saver fares are eligible for a credit of 50% of the ticket value when canceled at least 14 days prior to departure of the first flight on the ticket. Otherwise Saver fares may not be changed or cancelled.
For tickets booked on or after May 22, 2023, Saver fare guests earn miles at a rate of 30% of Main Cabin fares.
Saver fares cannot choose seats. Seats will be assigned to you at the airport
Additionally, you cannot buy a Save Fare ticket when using your miles for the purchase. You will either be allowed to purchase a refundable main cabin ticket or refundable First Class ticket. So with that said, a refund of your Save Fare ticket cannot be offered. I am very sorry for any disappointment this may cause and I sincerely appreciate your understanding in this matter.

You also mentioned that when you called into our ************************ the Reservations Agent offered no options, empathy or willingness to assist. When reviewing your reservation, I see that you called in on 3/12/2025 the day before your flight, so because you booked a Saver Fare a refund and/or change could not be offered. I apologize if you felt this situation could have been handled differently and your feedback has been shared with our Reservations Supervisor for their review.

Our system does allow you to view your previous/past flights if they have been flown and your Mileage Plan number was in your reservation. If you book travel but then do not travel, you will need to keep track of those flights via the confirmation email that we send after your purchase.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: 10956379
Customer Answer
Date: 03/19/2025

Complaint: 23083247

I am rejecting this response because:
While I can appercaite the insight - I want something done about the flight I didn't fly.
Sincerely,

** *******
Initial Complaint
Date:03/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 6, 2025, I applied for an Alaska Airlines **** card, in response to an offer from them on their website for ****** bonus miles. This application sent me to ***************, where I completed the form. My application was initially denied, I received a letter stating that the reason for denial was a suspected fraud. They had me contact them to clear up that concern, and my card was approved. I believe within **************************************** the mail, with a statement that said that I had signed up for the ****** bonus mile program. When I have attempted to contact both *************** and Alaska Airlines, neither one have accepted any responsibility. *************** said that it was an Alaska issue, Alaska Airlines told me that I had signed up for the ****** bonus mile program. I am looking for a way to prove that that was the program I applied for, but so far I have not been able to do that. I know that that ****** mile bonus offer was in effect the day that I applied.I am a long time Alaska member and very frustrated with what appears to be ***** and switch situation. I want my bonus mile program changed to the ****** that I applied for.
Business Response
Date: 03/18/2025

March 18, 2025

Dear ****,

Thank you for your email to the Better Business Bureau regarding the Bonus Miles for your **** Signature credit card.

I understand how frustrating it must have been to apply for the ****** Bonus Miles offer, only to receive a card with a statement indicating a ****** Bonus Miles offer. When you apply for your credit card through ***************, they are the ones that determine the Bonus Mileage amount as it is determined by the application path that the member followed when they applied for the credit card. So with that said, I reached out to our *************** liaison and they advised that you applied through the application path offering ****** Bonus Miles, $99 Companion Fare and $300 statement credit if $3,000 are spent in the first 90 days from the open date of your credit card. So unfortunately, we cannot adjust your Bonus Miles to ******. I am very sorry that this has made you feel as though this was a bate switch and for any negative feelings this may have caused.

At Alaska, we take pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan members. As a substantial part of our business involves the Mileage Plan program, we have a vested interest in seeing that you enjoy a pleasant and smooth interaction with our partners. So, I was very disappointed that the *************** representative that you spoke with was not very helpful when asked about your Bonus Miles and that they told you it was an Alaska issue. Your feedback has been shared with our Customer Loyalty and ******************** for their review.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 03/18/2025

Complaint: 23064351

I am rejecting this response because: they deny culpability, and they're basically accusing me of lying. I wish to God I had saved the screen, never again! I have seen that ****** mile offer for years, but the ****** was new and that's why I clicked it now. It would be very easy to remedy this, but I'm not valued enough to do that, apparently.
Just another disgusting encounter with a huge corporation. People don't matter. They can lie, cheat and steal, with no repercussions. This is just another case in point.

Sincerely,

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

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