Business Profile

Airlines

Alaska Airlines

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

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:02/12/2025
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.
If you're a family, or even care about your time, then think carefully before booking with Hawaiian or Alaskan Airlines (which recently purchased Hawaiian). My family and I booked tickets to ******, flying direct from LAX direct to *****. We don't live in **, so the whole family--10 people--made our way to **, paid for long-term parking, and got hotel rooms for a very early morning flight on Jan. 31. Luckily my wife and I were still awake when, at 11 PM the night before (on Jan. 30th), we got summary notices that our flight had been canceled. Hawaii offered no explanation, or explain how to rebook. We called Hawaiian, waited on hold for 3 to 4 hours, but when the representative began to help us she asked to put us on a brief hold and hung-up on us. She didn't call back. We then waited on hold for another 3 hours and finally got someone to help, but she told us because they had been rebooking folks there was no option to fly out of *****. We were forced to rebook on a downgraded flight out of ********* that wasn't comparable to what we had paid for--I, for example, was booked on a direct, first-class flight from *** to *****, but the rebooked flight sent us on a connection through ******** and downgraded me on the connection to economy. We expressed our dissatisfaction with these options and requested a refund or compensation, but she said we'd have to take that up with someone later. She also miscounted our party, so my father-in-law ended-up on a totally different flight. With no other choice, the rest of us got Ubers to *********--which costs well over $600--and made our flights. We landed in ******** at around 1:30 PM, and were to fly to ***** around 3:30 PM. Instead, Hawaiian proceeded to push back our connection in 30 or 60 minute increments, and we didn't leave until 10:30 pm. I've tried to call and message Hawaiian and Alaskan REPEATEDLY, and they refuse to speak. I'd like a refund and compensation for this experience.
Business Response
Date: 02/13/2025

February 13, 2025

Dear ******,

Thank you for your email to the Better Business Bureau regarding your experience with Hawaiian Airlines.

I am truly sorry to hear about the last-minute cancellation of your Hawaiian flight from *********** to ***** on January 31st, without any explanation provided, that their hold times were so long, the rebooking issues you experienced, and the poor customer ********************** provided by Hawaiian etc. Upon my review I see that you called our ************************ on 2/12/2025 and spoke with one our ************* Representatives and one of our Specialist. I see that they both advised that due to booking your tickets directly through Hawaiian and due to the issues you experienced being due to Hawaiians operation and customer **********************, you would need to contact them directly for further assistance. Please note that we have not yet fully merged our Airlines and are still operating separately. I once again apologize for your experience and sincerely appreciate your understanding in this matter.

Thank you and have a wonderful day.

Sincerely,

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

Reference#: 10862500
Initial Complaint
Date:02/11/2025
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 filing a formal complaint against Alaska Airlines regarding a serious in-flight injury, poor customer **********************, and complete lack of response to my concerns.On January 23, 2025, I flew Alaska Airlines Flight 1083 from *********** (LAX) to ******* (SEA), seat 1D (First Class). Upon boarding, I found my seat was covered in spilled liquid and dirt. Despite reporting this to the flight attendant, nothing was done.During the meal service, at approximately 2:45 PM, the flight attendant Jolly removed my seatmates tray and struck my head forcefully with it. The impact was severe, and all passengers in first class heard the noise. I immediately developed a headache and pain, and the flight attendant gave me an ice pack, but no further assistance was provided. I was in so much pain that I couldnt even finish my meal.Upon landing, I reported the incident to *******, the gate supervisor in *******, who filed an incident report and called EMTs. My blood pressure spiked to 140/100 (normal 110/65) due to stress and pain. That night, I developed severe headaches, ****************, diarrhea, and vision issues. I went to the *** where I was diagnosed with a concussion. I later had to undergo a retinal exam and take prescribed medication for the ongoing pain.I emailed Alaska Airlines immediately but received no response. On February 11 at 7:30 PM, I called Alaska Airlines Customer ********************** and spoke to a supervisor who was extremely rude, dismissive, and hung up on me after offering only a $200 flight credit, which I refused.I request:Full reimbursement for my medical expenses.Compensation for pain, suffering, and emotional distress.A formal apology for the injury and poor customer **********************.********************** handling of this matter has been unacceptable, and I ask for the BBBs assistance in holding them accountable.
Business Response
Date: 02/12/2025

February 12, 2025

Dear ****,

Thank you for your email to the Better Business Bureau regarding your experience on 1/23/2025.

I was very sorry to hear about your experience onboard and when contacting our ************************* Upon my review, I found that your concerns and reimbursement request has been forwarded to our ************************** and Alaska Airlines***** is submitting a claim to our insurance company. They will be reaching out to you within 3-5 business days.

As always, thank you for flying with us and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 02/12/2025

Complaint: 22930127

I am rejecting this response because:
I understand my medical related expense will be handled by risk management department. I am more asking about my non-medical concerns here as a first class passenger of the seats are dirty; my meal did not finish due to that, flight attendant refused to write an incident report . How do you deal with that to gain more confidence from customers
Sincerely,

**** ****
Business Response
Date: 02/19/2025

February 19, 2025

Dear ****,

Thank you for your follow up email to the Better Business Bureau.

Your case and all concerns have been turned over to our insurance company for handling, as this involves an injury claim.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:02/11/2025
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.
Booked Holiday Inn Express *********************** for the dates: June 7-June 11 2024 Used ****** earned miles and $179.00 on the Alaska credit card. Also paid $75 yearly fee then $95 yearly fee to earn those miles for many years. We purposely selected and paid for the hotel room with a balcony and a sofa. On arrival we were not given that room. We were given a room with no balcony and no sofa. We spoke with three desk agents, contacted the hotel manager (got no response) and called multiple phone numbers for Alaska and were given the run around that someone else was responsible. We decided to go home. We were refunded our money on our credit card but were still working on getting miles back. Now I see that a month later there is another charge for $179.00 on our credit card. We have been given the run around over and over. We must have spoke with/contacted ten different entities speaking multiple times with multiple people. Every phone number or email or chat says that someone else is responsible. I even tried an again today. Alaska Airlines Credit Card took my payment, took my earned miles and took my yearly fee. I would like a refund of my ******0 miles and $179.00.
Business Response
Date: 02/12/2025

February 12, 2025

Dear ******,

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

Upon my review I found that you and ****** have reached out to our ************************ and **** has addressed your concerns. Please see her emails bellow.

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

Sincerely,

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

Reference#: 10779296

January 28, 2025

Dear ******,

Thank you for sharing your concerns regarding your experience with your hotel booking through Alaska Airlines. 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.

Im sorry to hear that upon your arrival at the Holiday Inn Express in ****** from June 6 to June 11, 2024, the room provided did not meet the specifications of your booking, specifically lacking a balcony and a fold-out couch/bed. Upon further review I have found that ****** from your party spoke with our ************* Specialist, ******, regarding this matter. Please find a copy of the emails below for your records.

We appreciate that you took the time to also bring this to our attention. You have my assurance that we have heard your concerns and are taking the necessary steps to make improvements where needed. For this reason, we have shared your experience with our ***************** Department for review.

With that said, I do see that you had some additional concerns that need to be addressed. From what I understand, you did not use the hotel, but the miles were still not refunded and the charges to your credit card, which were once refunded, have since been reprocessed again. This is indeed troubling to hear. While I would like to be able to personally assist you with this matter, unfortunately, I am unable to do so.

As previously stated by our Specialist ******, you must contact our partners directly, they are responsible for managing our hotel bookings and are best equipped to handle this specific situation and ensure that your miles and funds are properly returned if due. Please note, we've made some recent changes, you can now reach them via chat at ***************************************************************************** or by phone at ************. One of the representatives there will look into your concerns further.

------------------------------------------------------------------------------------------------------------

June 8, 2024

Dear ******,

Thank you for speaking with me today regarding your dissatisfaction with the room you purchased in ******. The room you booked shows a balcony on the Holiday Inn official website as well. If they have sealed up the balconies due to things being thrown in the pool I would reach out to their corporate at ************ to look into a refund.

I apologize I am not able to assist with hotel issues.

Warmly,

****** H
************* Specialist

Reference#: 10028048

-----------------------------------------

June 10, 2024

Dear ******,

Thank you for your reply.

You used your Alaska Miles and money to purchase a hotel reservation. As we discussed over the phone our website allows this option but it is managed through ************* and not the airline. If you paid for a specific type of room and that is not what you received when you arrived at the hotel that is something the hotel or ************* would need to rectify for you.

I would like to once again apologize for your experience with Holiday Inn and *************.

Warmly,

****** H
************* Specialist

Reference#: 10028048

-------------------------------------------------------------------------------------------------------------

We value your loyalty and the effort you put into earning those miles through our credit card program. As a customer ********************** gesture, we've included two $50 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 ECSR50CJGYT1566804, in the amount of $50

****** Howell *****, Discount Code ECSR50CYGWT1566805, in the amount of $50

Thank you for understanding.

Sincerely,

**** K
************* Representative

Reference#: 10779296

February 11, 2025

Dear ******,

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.

I'm disappointed to hear that our partners were unable to locate your original reservation. This is certainly not the experience we want for our guests, and I apologize for any inconvenience this has caused. Based on the circumstances explained in your emails, I am able to authorize an exception to redeposit the ****** miles used for the hotel booking back to the Mileage Plan account *********. The miles have now been redeposited. You are welcome to view your online activity by logging in to your "My Account" profile at ***************************.

Regarding the charges on your credit card, I regret to inform you that I am unable to directly investigate these charges. I recommend contacting your bank or credit card provider to discuss this issue further, as they will be able to provide more specific assistance and potentially reverse the charges if they were made in error.

We value your patronage and are committed to ensuring a smoother experience in your future interactions with us. Thank you for your understanding and giving me the opportunity to assist you.

Sincerely,

**** K
************* Representative

Reference#: 10779296
Initial Complaint
Date:02/09/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive always known Alaska Airlines to be a professional and friendly airline, but unfortunately, my experience yesterday left me feeling ************ husband and I chose to fly with Alaska despite having other options, including some that were more affordable, because weve had positive experiences in the past. However, this trip was anything but smooth.Check-in was chaoticemployees kept redirecting passengers from one side of the terminal to the other, creating unnecessary confusion. Many of us waited in one area, only to find out check-in had already opened elsewhere. At the gate, incorrect flight information from another airline was displayed, adding to the disorganization.Once on board, the experience didnt improve. The flight attendants were unwelcoming, and a select few passengerswho appeared to be friends with the crewreceived noticeably special treatment. My pre-ordered meal was given to another passenger, and I was offered substitute items instead. Later in the flight, when I started feeling unwell and requested tea, the flight attendant responded with clear reluctance and an unprofessional attitude. Even my husband was shocked.Given this experience, its clear that customer ********************** is no longer a priority for Alaska Airlines. Unfortunately, I wont fly with Alaska in the future.
Business Response
Date: 02/11/2025

February 11, 2025

Dear ****,

Thank you for your email to the Better Business Bureau regarding your experience on 2/8/2025 and I was happy to hear that prior to your flight you have always known Alaska to be a professional and friendly airline.

I was very sorry to hear about the chaotic check-in process you encountered. It is certainly not our intention to cause confusion or inconvenience for our passengers. I have shared your comments with our Customer ********************** Manager in ****** so they can review our check-in procedures and to help ensure better coordination and communication among our Customer ********************** Agents to prevent such occurrences in the future.

Regarding the incorrect flight information displayed at the gate. I understand how this could have added to the frustration and confusion as our reader boards should always be displaying arcuate and timely information. This too has been shared with our Customer ********************** Manager in ****** for their review.

It is disheartening to learn about your onboard experience with our Flight Attendants. Alaska Airlines aims to provide a welcoming and friendly environment, and it seems we fell short in this instance. Your observations about the preferential treatment some passengers received and the service you experienced has been shared with our Inflight Supervisor for their review.

I also regret to hear about the mix-up with your pre-ordered meal and the service you received when requesting tea, as you said you were not feeling well at the time of your tea request. Please accept my apologies for this error and lack of care by our Flight Attendants and this too has been shared with our Inflight Supervisor for their review. That said, I was happy to hear that you were offered substitute meal items after this error occurred.

Although a refund cannot be issued as your tickets were used, as a customer ********************** gesture, I have included two Discount Codes 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 ***********************.

**** In, Discount Code ECSR75CKGNG1242997, in the amount of $75

****** Preciado *****, Discount Code ECSR75CSGSG1242998, in the amount of $75

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

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 02/11/2025

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,

**** In
Initial Complaint
Date:02/08/2025
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 Monday February 3 2025 my flight from ********* ** to ************* was diverted to ********** just minutes before it was due to land in ****. I thus missed visiting my father before he went into surgery since I was no hours away from *****The flight shows I used the ticket. This is correct. The flight was supposed to go to ****. They changed the location minutes before landing in ****. If I knew the flight would be diverted, I would not have used it. There was no opportunity to change it while I was on the flight.I contacted customer ********************** via email twice with no response, and contacted customer ********************** who told me to call Alaska Airlines, then disconnected me. I have yet to receive any sort of resolution or an attempt at a resolution from Alaska. I am owed a refund.
Business Response
Date: 02/11/2025

February 11, 2025

Dear *******,

Thank you for your email to the Better Business Bureau regarding your experience on 2/3/2025.

Upon my review I see that you reached out to our ************************ and ******* is addressing your concerns. Please see the below email that was sent on 2/10/2025.

As always, thank you for flying with us and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: 10831296

February 10, 2025

Dear *******,

Thank you for reaching out to us regarding your recent experience with Alaska Airlines on Flight 3331, which was diverted to ********** due to inclement weather conditions in *****

I understand that the diversion and subsequent cancellation of your flight may have caused significant inconvenience. Please be assured that safety is our top priority, and decisions like these are made with the well-being of our passengers and crew in mind.

Regarding your request for reimbursement, I would like to clarify our policy. Alaska Airlines does not provide refunds for tickets once travel has commenced. However, if you incurred additional expenses to reach your final destination in **** due to the diversion and cancellation, we are here to assist you.

Please submit copies of your receipts for any additional transportation expenses you incurred to get to ****. You can send them to our customer care email, and we will review them promptly. Once we receive your documentation, we will assess it according to our policies and provide appropriate assistance.

Thank you for your understanding and cooperation. We value your patronage and appreciate your patience during such unforeseen circumstances. We hope to serve you under better conditions in the future. We look forward to your reply.

Sincerely,

******* R
Customer Care Representative

Reference#: 10831296
Initial Complaint
Date:02/07/2025
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.
We are traveling from ***** to *** with a stop in LAX. our flight out of LAX got delayed 3 hrs & 50 minutes so far. We requested meal vouchers and/or compensation like having us rebooked on another airline and were only met with a supervisor named ***** telling us they would give us nothing. We are traveling with a baby who is hungry and alaska airline did nothing to help us. We would like to be compensated for the bit of food we were able to get and 200% of our fare.Our fare was ****** points + $414 and $22 for snacks.
Business Response
Date: 02/07/2025

February 7, 2025

Dear *****,

Thank you for your email to the Better Business Bureau regarding your experience on 2/6/2025.
I regret that your flight was delayed due to Air Traffic Control restrictions. 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.
Regarding your request for meal vouchers, compensation or the possibility of being rebooked onto another airline. I am sorry to hear that the response from our supervisor did not meet your expectations. Unfortunately, because your flight was delayed due to Air Traffic Control restrictions which is out of Alaska's control, our supervisor was correct when advising that we would not provide meal vouchers, compensation or rebook you onto another airline. I once again apologize for any disappointment this may cause and I sincerely appreciate your understanding in this matter.

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

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 02/07/2025

Complaint: 22910836

Thank you for your response. While I understand that certain delays may be outside of an airlines direct control, passengers are still entitled to compensation under applicable consumer protection regulations. The delay significantly impacted my travel plans, and as the airline is responsible for ensuring passengers reach their destination as scheduled, I believe compensation is warranted.
Even if compensation were not legally required, I would expect a gesture of goodwill as a matter of basic customer **********************. This experience has been disappointing, and I want to feel confident choosing Alaska for future travel. I hope youll consider making this right so I can continue flying with your airline in the future.
I appreciate your time and look forward to your response.

Sincerely,

***** ****** *******
Initial Complaint
Date:02/05/2025
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.
Book flights on 01/28/2025 for a total of -$1,768.20 using the Alaska Air Credit Card specifically signed up for this Credit Card to receive the perks. Dates for the original purchase were Sat Apr 26 - Sat May 3, 2025. We had an unforseen circumstance come up and requested that the flights be pushed back 1 week to April *****th and being told that we are going to lose 50% of the purchase price just for cancellation fees if we get the adjustment or if we go and cancel the flight. I talked to **** via phone and was provided similar information. We just need the dates moved back 1 week; if that is not possible, we can rebook with another company if flights with Alaska Air are not available for those dates. I've used Alaska Air for business trips in the past but never experienced these cancellation or flight change fees before.
Business Response
Date: 02/06/2025

February 6, 2025

Dear ********,

Thank you for your email to the Better Business Bureau regarding your refund/rebooking request for your Saver Fare tickets.

I understand that you booked travel for 4/26/2025 and 5/3/2025 and due to unforeseen circumstance, you are needing to change the dates. You said that you were told that if you request a refund that you will only receive a 50% refund. When booking travel on our *************************** 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.

I am very sorry for any inconvenience or disappointment this has caused.

With that being said, because this is still preflight, you may call our *********************** at ************** to see if any exception to change your ticket or provide a full refund can be made. They are open 24 hours a day, 7 days a week.

Alternatively, Reservations may be reached via chat or text. More information about these communication channels may be found at *****************************************************

Thank you and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 02/07/2025

Complaint: 22905907

Hello *****,
I called the phone number provided and got the same response. Would it be possible to make the changes and move the flight back 1 week? April *****th from your end without any additional fees or provide a full refund. I would like to stay with Alaska Air since now I have a credit card with your company.

Sincerely,
YB
Business Response
Date: 02/12/2025

February 12, 2025

Dear ********,

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

Unfortunately, I cannot make a change to your reservation. I can however make an exception and refund your tickets in full in the form of a Credit Certificate that you can use to purchase new tickets on Alaska. Please let me know if you would like me to process this refund.

Thank you and I look forward to your reply.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 02/13/2025

Complaint: 22905907

Dear ********,

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

A full credit certificate that I can use to purchase new tickets on Alaska is a great idea, please proceed to process this refund. Will I be able to see this credit in my Alaska Portal to confirm?

Thank You,
Yar
Business Response
Date: 02/19/2025

February 19, 2025

Dear ********,

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

A full refund has been processed in the form of Credit Certificates. Your Credit Certificates will be sent to ************************** within 7 business days of this correspondence.

Thank you and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:02/04/2025
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.
I applied for, and got, an Alaska Airlines credit card that offered a promotion of 2 free flight vouchers is certain spending limits were hit in a specified timeframe. I met those requirements, but never received my flight vouchers. I checked my Alaska Rewards account frequently for an update. Today I called Customer ********************** and learned that Alaska DOES NOT PUT THE VOUCHERS IN YOUR EXISTING MILEAGE REWARD ACCOUNT. Instead they create a new mileage account that I don't have access to and isn't linked to my existing account. And the vouchers sit there until they expire!! I've been an Alaska Rewards member for ~20 years. The only reason they wouldn't put the vouchers into my existing account is to deceive customers and hope they don't notice and don't use the "Free" vouchers. I've always thought highly of Alaska Airlines and appreciated good service. However this is not right. I want the vouchers I was entitled to.
Business Response
Date: 02/05/2025

February 5, 2025

Dear *******,

Thank you for your email to the Better Business Bureau regarding your Companion Fare Discount Codes.

I understand that you applied for and got our **** Signature credit card but in doing so you got a new Mileage Plan number and was unable to view or access your Companion Fares. When you apply for a credit card, this is done through ***************. If you do not have a Mileage Plan number or if you do not add your current Mileage Plan number to the application, *************** will generate a new Mileage Plan number. Please note that the Mileage Plan number that is associated with your credit card is printed on that card. Further, this is something that can only be done by *************** as Alaska does not issue any credit cards or have the ability to assign a Mileage Plan number to a credit card. I am very sorry for any inconvenience this may have cause and for the misinformation that was given when you called into our ************************* I would like to assure you that your feedback has been shared with our Customer Loyalty and ******************** for their review.

Upon my review I do see that you have a valid Companion Fare in your Mileage Plan account and I do see one that expired on 4/29/2024. Regrettably we are unable to reissue the expired Companion Fare but 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 ***********************.

******* *****, Discount Code ECSR150CLGPX575467, in the amount of $150

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

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:02/03/2025
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.
Hello, I purchased a ticket from Alaska Airlines, however, I had to cancel my reservation because unexpected circumstances, I was not given a refund. This was frustrating, I also check if the flight was full and find out that the flight was not full at the time of cancellation, so other seats could bought. I expected to receive my money back, especially since airlines often accommodate cancellations under certain conditions. However, Alaska Airlines refused to refund me, leaving me feeling unfairly charged for a service I did not use. I would like to get reimbursement or flight credit reimbursement.I attach the screenshots of my cancelled orders and also screenshots of the available seats as proof of not full flight Please help me.
Customer Answer
Date: 02/04/2025
Hi yes my adress its ******************************************************************
Business Response
Date: 02/04/2025

February 4, 2025

Dear ******,

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

Upon my review of your reservation, I found that you booked one of our Saver Fares through Expedia. On both our website and *******'s it states that your ticket is non-refundable and cannot be changed. Below are the terms and conditions of our Saver Fares:
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.

With that said, as a onetime exception, I will refund both yours and Yuliia's tickets in full in the form of a Credit Certificate. Your Credit Certificate will be email to ********************** within 7 business days from this correspondence.

As always, thank you for flying with us and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 02/04/2025
Better
Business Bureau:

? ?????????? ?????, ??????????????? ???????? ? ????????? ?????? ? ??????????????? ********, ? ??????, ??? ??? ??????? ???? ?????????????.

? ?????????,

?????? ?????
Business Response
Date: 02/07/2025

February 7, 2025

Dear ******,

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

Upon my review I found that your refund was processed in the form of two Credit Certificates, and they were sent to email address ********************** on 2/6/2025.

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

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 02/16/2025
Hello, I bought a ticket on Alaska Airlines but I managed to get a reservation through unexpected ads but they did not turn into big money. This was not acceptable, I also reviewed which flight was repeated and found that the flight was not repeated at the time of waiting, so it was possible to buy another seat. I noticed my big money back, especially since airlines often resort to services for five minds. One airline Alaska Airlines refused to refund me and this made me feel unfairly accused of services, but I did not use it. I want to be able to get a credit or get a credit for a credit. I am adding screenshots of my saved updates as well as screenshots of available messages as a document of the repeated flight. Please complement me.
Initial Complaint
Date:02/02/2025
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 need a receipt for in-flight meals ordered on January 22, 2025. The last four digits of the card are 5480 and the name of the card holder is ******** ****. The charge was for $16.Voicemail left on 1/28/25 with no response.
Business Response
Date: 02/04/2025

February 4, 2025

Dear *******,

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

I understand that you need a receipt for your inflight purchases and your voicemail to an unknown department has gone unanswered. To request and view your receipt for your inflight purchase you will need to go to our receipts page on ***************************. I have provided a link for your convenience. Get a receipt for purchases made during your trip | Alaska Airlines

As always, thank you for flying with us and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 02/04/2025

Complaint: 22889613

I am rejecting this response because see attachment. Your website only provides baggage receipts. I need receipts for in-flight meals.

Sincerely,

******* ****
Business Response
Date: 02/08/2025

February 8, 2025

Dear *******,

Thank you for your email reply to the Better Business Bureau and I unfortunately do not see an attachment connected to your email.

We do offer inflight receipts on our website. If you go to ************************************ it will take you to that page where you can request your inflight receipt. Here is what you will see on that page:

Receipts for purchases made during your trip,
lounge memberships, and Premium Class upgrades

Fill out this form to view, download, or print a receipt if you:
Bought food, drinks during your recent Alaska Airlines flight
Baggage fees paid at select airports
Purchased a lounge membership
Purchased a Premium Class upgrade
If you need a receipt for any other kinds of purchases, visit our requesting a receipt page.
Before you begin, youll need:
Your full name as it appears on the credit card you used to make the purchase
The last four digits of that card
Dates of the flight

Below this you will add in your personal and flight information to pull up your inflight receipts. If you cannot get your inflight receipt after going to this page or need further assistance, please call our ************************ at ************* and we will be happy to walk you through the process. We are open Monday - Friday 7:00 am - 7:00 pm PT and Saturday 8:00 am - 5:00 pm PT.

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

Sincerely,

*****
Customer Care Representative II

Reference#: ********

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Alaska Airlines is NOT a BBB Accredited Business.