Complaints

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

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  Alaska Airlines

  19300 International Blvd Seatac, WA 98188-5304

• 

  Alaska Airlines

  108 5000 Miller Rd Richmond, BC V7B 1K6

• 

  Alaska Airlines

  1423 Cannonball Trl Yorkville, IL 60560-4542

• 

  Alaska Airlines Inc

  19318 Ventura Blvd Tarzana, CA 91356-3046

• 

  Alaska Airlines

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

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:07/19/2022

  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 July 2nd we took a flight from So ***** (******) to ********* (******). We had a few stops and the first one was in Dallas ************ where we collected our bags, went through customs and were directed to an American Airlines counter, where their employee printed new paper tags for our 3 bags. That was on July 3rd. We then flew to ******* and took our last flight to ********* with Alaska airlines. When we got to ********* one of our bags was missing and luckily I had put an apple AirTag device inside one of the pants. That device shows the bags location all the time. I saw that the bag was still in ****** ***. We filed a file with ***, they gave us the paperwork and we went on our way. Today is July 19th and we still dont have the bag. Since we saw that the bag was inside an American Airlines warehouse by seeing the Apple AirTag location. We contacted them but they explained that the responsibility for the bags at this point would be with Alaska because they were the last company we flew with. We then contacted Alaska and they confirmed we had the right info (they are responsible). Weve been sending them the bags location every day, weve sent pictures of the bag, paper tag number, everything and so far they havent gotten the bag yet. Their team in ******* says theyve sent messages to the their other team in *** to contact American and get the bag but so far nothing has happened. I tried calling American as well to see if they could help but they said we have to talk to Alaska. Alaskas team at this point have basically everything necessary to get that bag and send it back to us but they just dont do it. They say they are searching for it but why search if the location is known? They always focus on filling out a mishandling form like they are trying to escape from the problem and just reimburse us. Its outrageous.

  Business Response

  Date: 07/26/2022

  July 22, 2022
  
  
  Dear *******,
  
  This is regarding your BBB complaint #********.
  
  Thank you for writing about your July 3rd, 2022 flight on Alaska Airlines from ****** *********** to *********, **. From what you have describe, I can certainly acknowledge that this was a disappointing experience for you, and I appreciate the opportunity to address your concerns. 
  
  As you were advised, per the **************************** regulations, it is the responsibility of the final carrier to create a file and facilitate the delivery of your luggage upon its arrival at your final destination. 
  
  We appreciate your continued communication regarding the location of the bag using your Apple AirTag. Once we had knowledge the bag was showing in *****************, our team worked diligently to try and retrieve your luggage from American Airlines.
  
  After further research, I found several messages and calls were placed to our team in ***************** regarding your luggage. This was to assist in retrieving the luggage from American Airlines in order to forward on to *********, **. As One World *****************, I sincerely apologize for the length of time it took for Alaska Airlines and American Airlines to facilitate transporting your luggage. Please know that I have shared your comments with our Central Baggage Station Managers so that they can be addressed. In doing this, I hope that we can avoid this situation in the future.
  
  I understand from your letter the outrage you felt when you were continuously told to fill out the Statement of Mishandling Form. I want to assure you that the purpose of this form is to help aid in the tracking and retrieval of your luggage. Using the enhanced information on the form we input and track your claim in our World Trace System. This program allows us to communicate worldwide with other airlines. 
  
  On July 21st, 2022, Alaska Airlines was sent forwarding information in our World Trace System indicating that your luggage was being forwarded by American Airlines on a flight to ********* arriving the same evening. Our records indicate you picked your luggage up upon the flight arrival. 
  
  Although I am happy that you were reunited with your luggage, I am sorry for the extended wait and frustration this has caused you. We know that this experience didnt live up to your expectations and regret that we fell short on delivering the reliability and remarkable service that you expect from us.
  
  *******, I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  
  Sincerely,
  
  
  *******
  Alaska Airlines
  
  Reference#: 7777156
  Incident#: YVRAS92113668

• Initial Complaint

  Date:07/17/2022

  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.

  July 14th I signed into my Alaska account and a pre-existing ticket I had purchased for November 2022 had a schedule change notice of more than an hour. It prompted me of this change and asked if it was still okay or if I needed to change the flight due to the change Alaska Airlines made. I decided to change the ticket. I selected the change ticket option and put in the new details of what worked for me. I utilized my existing ****** (approx) credit and in addition paid an additional $203.35. On the webpage it stated if I needed to make any changes I had 24 hours from the purchase to cancel or make changes to my ticket without penalty. On July 15th before the 24 hour window was up I realized I needed to make a change and attempted to cancel the ticket to receive back my original $****** (approx) in credit and receive a refund to my credit card of my $203.35 that I just paid on the 14th. It was advising me I could only receive a credit for the total amount. When I reached out to Alaska customer ********************** they were telling me the 24 hour rule would not apply since my original credit was back in December so it had to be 24 hrs from December. I never asked for a refund on my original credit and was happy to keep that as credit, I simply only wanted a refund on the $203.35 that was charged on July 14th (less than 24 hrs prior as per their policy). Customer ********************** was unaccommodating and refused to assist me with finding a solution or allowing me to discuss my concern with a supervisor in charge of the customer solutions teams. They just kept stating they would only give me a credit for the full amount. Their website states you have 24 hrs to cancel a flight and receive a refund which is all I was asking for was for the original credit to stand and to receive a refund of my additional amount paid. I have reached out via email as well to their complaint department and have not received a reply.

  Business Response

  Date: 07/19/2022

  
  
  
  
  
  
  July 19, 2022
  
  
  Dear Hadassah,
  
  Thank you for your email to the Better Business Bureau regarding the tickets you purchased and fees charged when changing them.  
  
  I saw that you have been in touch with our ************* Department.  Their response is below.
  
  July 18, 2022
  
  
  Dear Hadassah,
  
  Thank you for your reply to our recent communication, and for providing me with your contact information. This information has been forwarded to our Reservation Managers for follow-up and additional training that *** be needed. 
  
  Hadassah, after reviewing your reservation, I found that this reservation was actually purchased on December 21, 2021. While I see that a change was made to your itinerary on July 14, 2022, regrettably our 24 hour grace ****** for cancellations is only effective from the date the reservation is purchased. I apologize for any inconvenience or confusion this caused. While I must confirm that our agent was correct in denying a refund, I understand this was disappointing, and certainly apologize if this interaction was not handled as professionally as it could have been by our staff.
  
  Again, I would like to thank you for taking the time to reach out to us to share your experience. 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,
  
  
  
  ****************
  ************* Representative
  
  
  Reference#: 7797952
  
  Again, thank you for writing.
  
  Sincerely,
  
  
  
  ***********************
  ************* Specialist
  
  
  Reference#: 7797952 

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17578655
  
  I am rejecting this response because: While the original ticket was booked back on December 21, I am not asking for a refund on that amount. I am happy to keep that amount as a credit. I am asking for the company to honor their 24 hour cancellation policy that they advertise and provide me with a refund on the amount that was paid on July 14th and attempted to cancel a mere 12 (approx) hours later. In addition the only reason I changed my original ticket that was booked on December 21 was because when I signed onto my Alaska account, I was notified that Alaska Airlines made changes to my original flight so it gave me an option to book another ticket if because of the changes they made, the flight did not suit me any longer. I therefore changed my ticket because of the changes they made to my original flight. I am requesting a refund on the amount paid on the 14th for the $203.35. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/26/2022

  
  
  
  
  
  
  July 26, 2022
  
  
  Dear Hadassah,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot issue a refund of the difference in fare you paid when exchanging your ticket on July 14th for the reasons ****** stated.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 7797952 

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17578655
  
  I am rejecting this response because *********** is not holding true to their values or mission and are misleading customers with their 24/7 cancellation policy commitment. Legacy carriers have a name to uphold and unfortunately Alaska is acting in a beyond disappointing manner and showing zero respect or commitment to ensuring their customers feel cared for or valued. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 23, 2022, I logged into my Alaska Airlines account to search for a hotel in *********, **. I found one that their site claimed was a three star hotel and was listed as Dynamic by Hotels.Inn. The address provided was *****************************************************************. Not knowing the hotel by name I googled that address and it came up as the Best Western in that town. Feeling safe about booking a hotel with a fictitious name since it showed a reputable hotel at that address, and through Alaska Airlines booking site, I went ahead and paid the entire $364.11 for our two nights of July 10th and July 11th of 2022. When we arrived at the property the actual address was different, ***************************************************************** and clearly not a three star property. The place looked abandoned and my wife did not feel safe staying there. I tried to reach the hotel and no one was at the front desk, nor would they answer the phone. I contacted Alaska Airlines reservation service and the agent told me that they would contact the hotel and see what they could do. The site fraudulently listed the address as another property, and their rating was only two stars on their site. Alaska Airlines said that I didn't cancel the reservation in time and was not entitled to a refund unless the hotel approved. The hotel told me that they would not refund the money and Alaska Airlines claimed that they had no responsibility for the information on their booking site as it was provided by the hotel. I have attached evidence of their two star rating, the incorrect address, and Alaska Airlines claim that they are a three star establishment. The actual hotel was called America's Best Value Inn.

  Business Response

  Date: 07/15/2022

  
  
  
  
  
  
  July 15, 2022
  
  
  Dear ****,
  
  Thank you for your email to the Better Business Bureau regarding the hotel room you booked via a link on our website.
  
  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. On behalf of Alaska and the Mileage Plan, I regret the recent unpleasant experience you encountered when booking your hotel and I am extremely disappointed that they used a different address.
  
  Although we normally do not reimburse or compensate in this circumstance, your situation, I feel deserves it.  I have submitted a request to our ********************* for $364.11 to cover the cost of your initial booking.  You should receive a check within 15 days.  I would encourage you to continue to contact the hotel in order to get this rectified.  What they are doing is not right.
  
  ****, 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#: 7795392 

• Initial Complaint

  Date:07/13/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the Alaska status match as I was considering taking Alaska flights intead of United for my weekly travel. The status match challenge requires hitting ***** points by a certain date (90 days after start) to retain status Because their online portal has issues and doesn't show the status of the status match, I emailed their customer care instead to inquire. I was told I had through July 6th to complete it and that as of the week before July 6th, I had **** miles towards the status match. I earned the last 700 needed on July 6th, yet my status was removed. All the flights I flew during the status match period and the multiple flights I have currently booked were all booked based on this and the assumption that I'd have status. So after having achived it, getting it removed is extremely frustrating and I'd like it restored asap. I'm also filing this complaint here because the customer ********************** via email has been awful - more than a week between responses at times or emails just going unresponded to.

  Business Response

  Date: 07/13/2022

  
  
  
  
  
  
  July 13, 2022
  
  
  Dear Jacob,
  
  Thank you for your email to the Better Business Bureau regarding your MVP status.  
  
  In reviewing your account, you had only flown ***** miles towards the ***** required.  My guess is that you were taking into consideration your bonus miles and those do not ever count towards status, only pure flight miles.  It appears that you fly between ********* and ************* often.  Please note that the flight miles are 414, however, we have a minimum of 500 so any time you take that flight, the pure flight miles are 500.  
  
  As a major exception, I have granted you MVP status for the rest of 2022.  Please be advised that in order to maintain that status you will need to fly the required ****** miles or 30 segments by 12/31/2022.  I have included a link below for your information:
  
  https://www.alaskaair.com/content/mileage-plan/membership-benefits?lid=nav:mileage-elite&int=AS_NAV_MP_EliteStatus_-prodID:MileagePlan
  
  Jacob, 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#: 7382294 

  Customer Answer

  Date: 07/13/2022

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