Business Profile

Airlines

Alaska Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I travelled on a partner airline from ********* to ****** to ******* last November and put in my Alaska mile plan number. Since both legs are from the exact same airline, after traveling and seeing the first leg posted on Alaskas account, I didnt check again. Until later I realized that Alaska never posted the second legs miles. I called and the agent said I can email and get the credits, but I asked via email twice and called, they denied it and said I have to add my boarding pass now. But I dont have a boarding pass exactly because they already added the first leg and theres no way I kept it in case this didnt happen for the second leg (and I couldnt have been back).
Business Response
Date: 03/13/2025

March 13, 2025

Dear ***,

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

Upon my review I did see where our ************* Representatives advised that you need to send in your flight documentation in order for your missed flight on Aer Lingus to be posted. We need this information so we can verify the class of service so we can enter your mileage credit correctly. Because half of your flights posted, I would be able to except your confirmation email from Aer Lingus that shows all your flights details. If your confirmation email does not show the class of service like Q, Z, N etc. you will need to contact Aer Lingus and have them verify your class of service. The acceptable file formats are: jpg, gif, png, tif, bmp, pdf.

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

Sincerely,

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

Reference#: ********
Customer Answer
Date: 03/13/2025

Complaint: 23060677

I am rejecting this response because:
Thanks, since I've called twice and was told it would be credited but it didn't, I will wait to see the action taken before closing this case. I attached the ticket. Thanks again!

Sincerely,

*** **
Business Response
Date: 03/18/2025

March 18, 2025

Dear ***,

Thank you for your reply to the Better Business Bureau and for providing your travel documentation.

Your miles for your ****** to ******* flight on Aer Lingus on 11/10/2024 have now been added to your Mileage Plan account, so now all of your miles for this trip have been posted.

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

Sincerely,

*****
Customer Care Representative II

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

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:03/12/2025
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.
Got kicked off my flight and missed 6 hours of work which equals 3000 more
Business Response
Date: 03/12/2025

March 12, 2025

Dear ******,

Thank you for your email to the Better Business Bureau regarding your recent experience with Alaska.

So that I can better assist you please provide your confirmation code, date of travel and the reason you were removed from your flight.

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

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:03/05/2025
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.
Contacted Alaska airlines vacation to change my booking from 3 people to 2. I was informed that they would notify the property . I informed through the the chat 2 days prior to check in. I was told I would receive a refund. I have contacted the property for the past month about the refund. Each time I get told something different. The *****s reach out to the property and inform me that they need to email the property and follow up within ***** hours. Each time I contact Alaska airlines vacation about the refund they state they have received no response from the property. The *****s all place the blame on their previous one . All *****s notate something different while informing me that they will contact the property for my refund. Today 3/4/25 . I was told I would not receive a refund because the property informed them that even if I changed the number of guests it would be the same. The unethical practices that Alaska airlines vacation *****s are using is wrong because they are staying one thing and informing me to wait for a refund. I was told I chose a pay later payment which I am aware but that did change the card on file and was still charged . I was charged incorrectly and was told I would get a refund. The site states that refunds are issued within **************************************************************************** which I did inform the first ***** and I did my parent by informing to get it adjusted . Alaska airlines is advertising one thing and not complying with what is stated on their site. I even emailed the property per a supervisor and the property manager stated they never received and email from them. I have added some interactions from the last few *****s I spoke to. Each providing different information.
Business Response
Date: 03/11/2025

March 11, 2025

Dear ********,

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

I was very sorry to hear that you have had difficulties when requesting your partial refund. Regrettably, because you purchased your vacation package via a third party site operated by *******, you would need to contact them directly, as our Alaska Reservations Agents are not able to assist. The Alaska Vacations help center powered by Expedia can be reached by going to *********** with Alaska Airlines Vacations. They can also be reached directly at *************.

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

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:03/04/2025
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.
good afternoon, my name is ****** *********** Androsovych my husband ******* ****** I helped with this issue regarding my return, since I called the company and informed them in advance that there was no way to fly there and, accordingly, I could not come back from there since I cancelled my vacation with the first ticket, you helped me, all that was left was to return the ticket back, I called the company, to which they replied that their policy does not reimburse the age of funds or the deposit if I want to buy tickets, I ask for help since you are the only ones who can help me
Business Response
Date: 03/08/2025

March 8, 2025

Dear Yuliia,

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

Upon my review I see that your ticket was purchased through Hawaiian Airlines and although we are in the process of integrating, we still have separate *********************** So unfortunately, a refund cannot be processed by Alaska only by Hawaiian Airlines.

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

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 03/08/2025

Complaint: 23020310

I am rejecting this response because:
good afternoon, I understand that the refund will not work in money, perhaps the company will return in the form of electronic money, that is, in credit points, if next time I collect for a vacation, I would like to buy this ticket for a vacation from the company for the refund credit that they will provide
Sincerely,

Yuliia Androsovych

Business Response
Date: 03/18/2025

March 18, 2025

Dear Yuliia,

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

Regretfully, we cannot provide a credit or points for a ticket purchased through another airline, as your payment contract is through Hawaiian not Alaska. To see if any credits or points can be issued, please contact Hawaiian directly.

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

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:03/01/2025
Type:Billing 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.
Over 2 years ago, I entered into this agreement with Alaska Airlines to conduct site visits for their Known Shipper Program. I have provided Alaska Airlines with excellent service over these 2 plus years. Unfortunately, I have had continuing payments problems with Alaska Airlines Cargo and their accounts payable department. The accounts payment stated they Invoices would be paid 30 dates from the date of the invoices. For over 2 years 65% of payments have been late and late as much as 60 days. To date I have not been able to close my FY24 book because I have not received payment for last years services I provided. When these problems are addressed, they send an email with no results. Alaska Airlines receive payment from their clients prior to me initiating the site visits for Alaska Airlines. This means Alaska Airlines receives the revenue as much as 4 months prior to me receiving payment. I am requesting your assistance to receive last years payments.
Business Response
Date: 03/04/2025

March 4, 2025

Dear ******,

Thank you for your email to the Better Business Bureau regarding your payment issue with our Known Shipper Program.

You have my apologies for the payment issues that you have experienced. That said, I took the liberty of reaching out directly to our ***************** They have assured me that they are looking into this matter with the highest priority and will be reaching out to your directly.

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

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:02/26/2025
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.
In January 2025, Alaska Airlines lost my luggage. They acknowledge they lost it, and searched for it for 30 days. Theyre done searching for it and are offering a payout, but they wont reimburse some of my more expensive items, specifically 2 jackets and a pair of boots, totalling $1000 value. 1x Red Arcteryx Beta SL Jacket, Cost $500 1x Mountain Hardwear Stretch Down Jacket, Cost $300 1x Pair of ****** Tanicus Boots, Cost $200 They claim they need receipts for anything over $100, however I do not have receipts. I do have pictures as proof I owned these items.The fact is, they lost my clothing, and I need to replace them.
Business Response
Date: 02/28/2025

February 28, 2025

Dear ***,

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

Thank you for taking the time to contact us regarding your recent experience. From what you have described, I can certainly acknowledge that this was a disappointing experience for you, and I appreciate the opportunity to address your concerns.

Please accept my sincere apology that your luggage was lost on your flight in January 2025. As our guest, you have every right to expect your luggage to arrive on time and intact. I apologize that was not the case for you.

I understand that you have lost several expensive clothing items, including a Red Arcteryx Beta SL Jacket, a Mountain Hardwear Stretch Down Jacket, and a pair of ****** Tanicus Boots, totaling $1000. I regret that you do not have receipts for these items, however, I appreciate you providing pictures as proof of ownership of the Arcteryx Jacket and ****** Boots.

To ensure your concerns were handled objectively, I took the liberty of reviewing your case again. Upon the conclusion of this review, I have processed your payment in the amount of $700.00 USD for the Boots and Arcteryx Jacket. Please follow the instructions in the email you'll receive titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days.

Please note, this will come as a secondary email within seven days from our partners, *******************, and not an Alaska Airlines email address. If your debit card was not issued in the *************, you must select the Digital Prepaid Card option in the email from ******************** in order to receive payment.

The amount issued does not include the previously issued payment in the amount of $1311.90 or the Mountain Hardwear Stretch Down Jacket at this time. Should you find proof of ownership of this item, you may submit it for further review.

I understand how frustrating this must be for you, and I sincerely apologize for any inconvenience this has caused. We value your feedback to improve our airline and hope that we will have the opportunity to welcome you onboard another Alaska Airlines flight in the future. I am confident we will demonstrate the exceptional service you expect and deserve on a future flight.

Sincerely,

Kaley
Central Baggage Services

Reference#: 10796502
Incident#: PDXAS65732435
Customer Answer
Date: 03/06/2025

Complaint: 22995397
Thank you for acknowledging the loss of two of my items. However I am still missing reimbursement for my final item. At this point, Alaska has acknowledged that they lost my bag, and accepted 99% of my statement of mishandling items. I truthfully reported my lost items on my statement of mishandling form, and I need the value of my items reimbursed to me.
I am rejecting this response because: I am still waiting for the reimbursement of my final item.

Sincerely,

****** ********
Customer Answer
Date: 03/10/2025
Hello,

Here's the image. The orange jacket is what's under dispute.

Thank you,

*** ********

**************
Business Response
Date: 03/14/2025

March 13, 2025

Dear ***,

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

Thank you for your continued correspondence regarding your recent experience with the loss of your luggage and items. I understand how frustrating it must have been for you to have your belongings misplaced, and I appreciate the opportunity to address your concerns.

Please accept my sincere apology for the inconvenience caused by the loss of your luggage and items. As our guest, you have every right to expect your belongings to be handled with care and returned to you intact. I regret that this was not the case for you.

I understand that you are still waiting for the reimbursement of your final item. I was able to locate your most recent email on March 08, 2025, with the attached photo. Thank you for this. Regretfully, we are unable to open HEIC attachments. Please respond to this email with that photo in PDF or JPEG format so I may further assist you. Once this is received, we will be able to further review and expedite the reimbursement process for your Mountain Hardwear Stretch Down Jacket. Please know that we are committed to resolving this matter and ensuring that you receive the appropriate compensation for your lost items.

In closing, I would like to extend an invitation for you to join us on a future Alaska Airlines flight. My sincere expectation is that, by doing so, you will have the opportunity to experience the high level of service that we are known for and that you deserve.

Sincerely,

Kaley
Central Baggage Services

Reference#: 10796502
Incident#: PDXAS65732435
Customer Answer
Date: 03/14/2025

Complaint: 22995397

I am rejecting this response because:

Here is the picture in Jpeg.

Sincerely,

****** ********
Business Response
Date: 03/28/2025

March 27, 2025

Dear ***,

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

Thank you for taking the time to provide us with the photo. Please know it can take up to 30 days to process additional payments.

We have processed your additional payment in the amount of $300 USD. Follow the instructions in the email you'll receive titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days. Please note, this will come as a secondary email within seven days from our partners, *******************, and not an Alaska Airlines email address.

If your debit card was not issued in *****************, you must select the Digital Prepaid Card option in the email from ******************* in order to receive payment.

Thank you for taking the time to contact us. We value your business and hope to welcome you onboard an Alaska Airlines flight in the future.

Sincerely,

Catie
Central Baggage Services

Reference#: 10796502
Incident#: PDXAS65732435
Customer Answer
Date: 03/28/2025

Better Business Bureau:
To Alaska Airlines:
Thank you for remedying this situation. While this result is satisfactory, this process took 3 months to resolve and involved getting the BBB involved. Please revise your policies, as this has been a painful experience for me. It is already illegal to lie on the Statement of Mishandling form, and that should be enough to cover Alaska Airlines from fraudulent claims. I shouldn't have to work this hard when Alaska lost my bags. I appreciate everyone at Central Baggage, but would highly advise you to revise your policies.

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:02/25/2025
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.
Starting on 02/14/2025,flt #*** was late to leave anchorage. Arrived late to Sea/TAC,FLT.576 was late to leave SEA/TAC- had to wait for a flt. crew to arrive to crew the cabin of the plane.ON 02/22/2025, Flt.573 and ensuing connections were canceled, do to the lack of a pilot being sick or timing out on flying.AlaskaAirlines rebooked myself and my wife to fly out on American airlines 8 hrs. later, flying through LAX, this disrupted all other connecting original FLT.s, and having to reschedule a connecting FLT. from ********* to *****, resulting in a 7 Hr. layover at *** *******.We were offered $150.00 from, I am sure it was an automated E-mail, from ******************** vice Pres. Operations and Customer **********************. This was an insult, I feel after all the delays and missed FLT.s,And having to pay $125.00 in baggage fees to American airlines on the rebooked Flt. - ****** to LAX.On 02/24/2025, contacted Alaska Air. customer **********************, to make a complaint, talked to ****** *.,at 0830 A.M., we worked through this problem and were able to come up with a more suitable resolution. Miss Z. was cheerful and willing to help. A very nice change from the usual.The safety concern for the pilots and crew is the overbooking/scheduling.
Business Response
Date: 02/26/2025

February 26, 2025

Dear *****,

Thank you for your email to the Better Business Bureau regarding your recent experience on Alaska.

I was very sorry to hear that several of your flights were delayed and canceled due in crew issues causing you to be rebooked on American Airlines and causing a 7 hour layover and $150 in baggage fee's. I understand your disappointment in arriving to your destination later than anticipated and I am truly sorry for your experience. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

The initial compensation of $150.00 was for the cancelation of flight 573 on 2/22/2025. This compensation was not meant to be compensation for all the issues you encountered but a way for us to say we are sorry for your flights cancelation. Further, because we cannot track each passenger and the issues that they may have experienced, our ************************ was created to address such concerns after travel has been completed. By addressing issues in this manner, your concerns receive the full attention they deserve and can be appropriately documented and reported to management for review.

With that said, I am pleased to learn that you were able to discuss a more suitable resolution with our ************* Representative, ****** Z., who provided a positive interaction during your communication on February 24, 2025 and issued additional compensation due to your experience. Your kind words have been shared with our ************* Management Team for their review.

Lastly, your safety concern regarding the overbooking and scheduling of pilots and crew is taken very seriously. We adhere to strict regulations to ensure the well-being of our crew and the safety of our flights. I would like to assure you that your concerns have been shared with our **************** and ******************* for their review.

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

Sincerely,

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

Reference#: ********
Initial Complaint
Date:02/23/2025
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 am writing to formally file a complaint against Alaska Airlines regarding an unauthorized seat downgrade on my recent flight, Alaska Airlines Flight 598 from SFO to ORD on February 23, 2025.I purchased a First Class ticket and paid an additional $240 to secure seat 3C in advance. However, just 1.5 hours before departure, an Alaska Airlines agent mistakenly reassigned my seat to another passenger without my knowledge or consent. I was involuntarily moved to seat 16D, a standard economy seat, without being informed at any point during the process.This incident constitutes a breach of customer trust and unfair business practice, as I did not receive the service I paid for. Despite paying a premium fee for an upgraded experience, the airline failed to honor my reservation and did not notify me of the change. Such actions are deceptive and unacceptable from a reputable ********** a loyal Alaska Airlines customer, I find this a serious failure in customer **********************, accountability, and ethical business practices. I am requesting the following resolutions:1.A full refund of the $240 upgrade fee, since I did not receive the First Class seat I paid for.2.An explanation of how this mistake occurred and what actions Alaska Airlines is taking to prevent similar incidents in the future.3.Additional compensation for the inconvenience, distress, and service failure I experienced.I believe that businesses should be held accountable for their practices, and I am bringing this matter to your attention so that it can be properly addressed. I appreciate your time in reviewing my complaint and look forward to your response.Sincerely,Yige Qi
Business Response
Date: 02/25/2025

February 25, 2025

Dear Yige,

Thank you for email to the Better Business Bureau regarding your experience on 2/23/2025.

I was very sorry to hear that you were downgraded from your upgraded First Class seat 1.5 hours prior to your flights departure. Regrettably, our staff is occasionally faced with the unfortunate task of having to involuntarily change a ticketed customers seat assignment, which can happen for a multitude of reasons such as operational needs in your case as noted by our gate agent. However, I can assure you that such changes are not undertaken without due consideration and are only done when absolutely necessary for operational reasons. Please know that we understand the importance and convenience of assigned seating and I once again apologize for the disappointment you experienced.

Regarding your involuntary move to seat 16D without notification, I share your disappointment. It is our responsibility to keep our passengers informed, especially when it involves changes to their travel arrangements. This lapse in communication is regrettable and I have shared your feedback with our Customer ********************** Manager in ************* for their review.

Upon my review I see that our gate agent put in a refund request for your upgrade fee. A refund of $239.98 was processed back to the credit card ending in *1009 on 2/24/2025. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.

As a customer ********************** gesture, I have included a Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to ******************************************************* 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 ***********************.

Yige Qi, Discount Code ECSR75CLGLP1246490, in the amount of $75

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

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 02/25/2025

Complaint: 22979553

I am rejecting this response because:
Thank you for your response regarding my complaint and for acknowledging the issues I experienced on my flight, Alaska598 on February 23, 2025. However, I cannot accept the offered $75 discount code as adequate compensation for the inconvenience, stress, and disruption I endured.
To clarify my reasons:
1. Unjustified Removal from First Class Seat - I chose to pay for an upgrade to First Class to ensure a comfortable journey. The fact that a gate agent arbitrarily removed me from my assigned seat and gave it to a standby passenger is completely unreasonable. I strongly suspect that my name was specifically chosen for this removal, instead of another passengers, which raises serious concerns about fairness in handling seat assignments.
2. Disrupted Travel Plans Due to Alaskas Mishandling - My plan was to relax at the Alaska Lounge after security, given that I had to wake up very early for this flight. I specifically chose Alaska Airlines over other carriers with more flexible options because I trusted your service. This incident has significantly shaken that trust, making me question my loyalty to your airline.
3. Negative Impact on My Business Commitments - This was a business trip, and I upgraded to First Class to deplane early and stay on schedule. Being reassigned to a seat in the back resulted in me arriving late to a critical business event, which negatively affected my trip. Instead of making my travel smoother, this experience made it unnecessarily stressful and frustrating.

Given the severity of this situation, I urge you to reevaluate the offered compensation. As a previously loyal Alaska Airlines customer, I expect a resolution that fairly acknowledges the unacceptable service failure I experienced.

I appreciate your prompt attention to this matter and look forward to a revised offer.
Sincerely,

Yige Qi
Initial Complaint
Date:02/15/2025
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 called 2 weeks ago and was told we could cancel the flight for a half refund upto 24 hours before the flight. Now that I called 3 days before flight and they said the won't refund any.
Business Response
Date: 02/18/2025

February 18, 2025

Dear ******,

Thank you for your email to the Better Business Bureau regarding your refund request.
I understand that after you booked your Save Fare ticket you called our *********************** and were advised two weeks ago that you could cancel your ticket up to 24 hours prior to your flights departure and when you called back three days prior to your flights departure, you were told that a refund could not be provided. When booking travel on *************************** you will be given the option to select a Saver Fare, Main cabin, Premium Class 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 show 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.
I am very sorry that this was not better communicated during your phone call and 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#: ********
Initial Complaint
Date:02/15/2025
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 am contacting you about record locator HOOSME, Ticket number *************. Regretfully, after 3 attempts to contact your airline directly, and receiving no replies, I am now forced to take this to public forum in an attempt to resolve. I am hopeful that I do not have to escalate even further, however, no replies to the case will leave me with no option.On 9/28/24, I traveled from ********* to ************* and had the unfortunate experience of having to deal with a very homophobic flight attendant. Her name was ****** and I have attached a photo of her here for reference from the flight. During the flight, I heard her talking to the other flight attendant and she stated "Look at him (referring to me), he looks so gay" (while gesturing to me). This is incredibly inappropriate for a member of your staff to be verbally expressing while in front of passengers on a flight. My personal preferences have no bearing on the level of service that I expect from your staff members when flying on your airline and I will not tolerate it whatsoever.Furthermore, as you can see in the photo, this flight attendant cared less about providing any kind of adequate service to your customers and she was distracted on her phone for the entire flight.I would have expected for your airline to address a matter like this when originally contacted, but now that I have been forced to escalate it publicly with the BBB due to no replies, I am hoping that you will begin to take this matter seriously and resolve it. Hate has no place in society, and especially onboard your aircraft.
Business Response
Date: 03/08/2025

March 8, 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#: 10871562

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