Business Profile

Airlines

Alaska Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date:01/28/2025
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 express my profound disappointment and frustration with the service my family and I received during our recent travel attempt with Alaska Airlines.We specifically chose Alaska Airlines for our move to ****** because we were informed that it was the only airline allowing rabbits to travel in the cabin to ******. Our decision was based on this crucial information, as we are relocating to care for our elderly mother and our two rabbits are part of our family.We confirmed twice with your reservation agents that our rabbits would be allowed to fly with us in the cabin. Both agents reassured us that traveling with our rabbits was permissible and even noted this on our reservation. Furthermore, we adjusted our flight to ensure we had ample time to manage the necessary procedures for our rabbits upon arrival in *******However, upon arriving at the ************** on January 28 at 3:00 am for check-in, we encountered a series of distressing problems. Firstly, no agents were available at the counter until 4:10 am, despite other airlines, like *****, already assisting their customers. More importantly, when we finally spoke with an agent, we were informed that our rabbits could not travel with us to ******, neither in the cabin nor as cargo. This was contrary to the information previously provided by your staff.This misinformation led to significant distress and disruption. I was so overwhelmed by the news that I passed out at the counter. Our entire move was predicated on the assurance that we could bring our rabbits, including spending $250 on their health certificates and my husband resigning from his job in preparation for the move. We are now in *****, facing considerable uncertainty and inconvenience.
Business Response
Date: 01/29/2025

January 29, 2025

Dear ****,

Thank you for your email to the Better Business Bureau regarding your experience on 1/28/2025.

I am truly sorry to hear about the misinformation regarding the travel arrangements for your rabbits to ******. It is our responsibility to provide correct and consistent information, and I regret the distress this has caused you and your family. Your feedback has been shared with our Reservations Supervisor for their review. With that said, we do advise on our website that only cats and dogs are permitted for travel to ******. I have provided a link for your convenience. Hawaii Pet Travel - Alaska Airlines

Regarding our hours of operation for our check-in counter in ******. I understand how frustrating it must have been to arrive and not find the assistance you expected. Due to our current flight schedules our ticket counter hours are as follows and can be found on our website Airport guides - Alaska Airlines.

Sunday, Monday, Thursday, Friday:
4:10 am8:30 am; 11:15 am6:30 pm
Tuesday, Wednesday:
4:10 am8:30 am; 11:15 am5:10 pm
Saturday:
5:15 am8:30 am; 11:15 am1:00 pm

The personal impact this situation has had on you, including the health incident at the airport, is deeply concerning. The well-being of our passengers is a top priority, and it's distressing to learn about your experience. Please accept our sincere apologies for the emotional and physical strain this situation caused.

I also acknowledge the financial loss you incurred for the health certificates for your rabbits. So that I may review your request for potential reimbursement, I kindly request that you provide me with your rabbits heal certificate receipts. The acceptable file formats are: jpg, gif, png, tif, bmp, pdf.

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

**** ****, Discount Code ECSR100CNGWX1573088, in the amount of $100

***** ******, Discount Code ECSR100CDGGX1573089, in the amount of $100

Thank you and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 01/29/2025

Complaint: 22870016

I am rejecting this response because:

Dear *****,

Thank you for your prompt response to my concerns regarding the travel arrangements for my rabbits and the difficulties we encountered during our recent experience with American Airlines. I appreciate your acknowledgment of the situation and the distress it has caused my family.

However, I must express my disappointment with the resolution offered. A $100 discount does not adequately address the significant financial and emotional impact this situation has had on us, particularly given my husbands recent decision to quit his job in order to care for my elderly mother as we prepare for our move to ******. The misinformation we received from your team has resulted in unexpected expenses and considerable stress.

I have attached the receipts for the health certificates, as well as the communication we received from the first reservation specialist who confirmed that our rabbits could travel with us. This discrepancy in information and the disruption it has caused is why we feel compelled to explore our legal options moving forward.

I hope American Airlines can reconsider its position on this matter to better reflect the gravity of the situation. I look forward to your reply.

Sincerely,
**** ****
Business Response
Date: 02/04/2025

February 4, 2025

Dear ****,

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

I am very sorry you feel that the $100 Discount Codes are inadequate but unfortunately for your situation additional compensation cannot be offered. With that said, in my first email I did ask for your rabbit's health certificate receipts so that they could be reviewed for potential reimbursement, as I understood that you were given misinformation by one of our Reservations Agents. Upon my review of your email, I found that there were no documents attached. Please resend your documents so that they can be reviewed.

Thank you and I look forward to your reply.

Sincerely,

*****
Customer Care Representative II

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

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,

**** ****
Customer Answer
Date: 02/15/2025
I am writing to express my profound disappointment and frustration with the service my family and I received during our recent travel attempt with Alaska Airlines. We specifically chose Alaska Airlines for our move to ****** because we were informed that it was the only airline allowing rabbits to travel in the cabin to ******. Our decision was based on this crucial information, as we are relocating to care for our elderly mother and our two rabbits are part of our family. We confirmed twice with two different reservation agents that our rabbits would be allowed to fly with us in the cabin. Both agents reassured us that traveling with our rabbits was permissible and even noted this on our reservation. Furthermore, we adjusted our flight to ensure we had ample time to manage the necessary procedures for our rabbits upon arrival in ******. However, upon arriving at the ************** on January 28 at 4:10 am for check-in, we were informed that our rabbits could not travel with us to ******, neither in the cabin nor as cargo. This was contrary to the information previously provided by your staff. This misinformation led to significant distress and disruption. I was so overwhelmed by the news that I passed out at the counter and had to be evaluated by EMS. Our entire move was predicated on the assurance that we could bring our rabbits, including spending nearly $300 on their health certificates and my husband resigning from his job in preparation for the move. We are now in *****, facing considerable uncertainty and inconvenience. Attached is a copy of the health certificate receipt from the veterinarian. We were told this would be refunded. We are still waiting for this to be resolved.
Customer Answer
Date: 02/19/2025
Complaint ID: ******** has not been resolved. Company has not issued refund for pet health certificate as agreed. Should I open a new complaint? Thank you

Business Response
Date: 02/19/2025

February 19, 2025

Dear ****,

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

Please see the email that was sent on 2/4/2025 as I never received your rabbit's ***** certificates for review, which is needed in order to issue a reimbursement.

Sincerely,

*****
Customer Care Representative II

Reference#: ********

February 4, 2025

Dear ****,

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

I am very sorry you feel that the $100 Discount Codes are inadequate but unfortunately for your situation additional compensation cannot be offered. With that said, in my first email I did ask for your rabbits health certificate receipts so that they could be reviewed for potential reimbursement, as I understood that you were given misinformation by one of our Reservations Agents. Upon my review of your email, I found that there were no documents attached. Please resend your documents so that they can be reviewed.

Thank you and I look forward to your reply.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 02/19/2025

Complaint: 22870016

Attached is the health certificate. I'm able to send by email if you are unable to view it here through BBB.

Thank you,
**** ****
Business Response
Date: 02/20/2025

February 20, 2025

Dear ****,

Thank you for your email reply to the Better Business Bureau and for providing your receipts for review.

I have submitted your request to our ********************* for a reimbursement in the amount of $294.00. An email confirmation from ***************************************** will be sent to the email address of **************** with additional details regarding how to claim the reimbursement directly to your debit card. Due to time restrictions this email may take up to 3-5 days to receive (depending on your browser settings we recommend that you also review your junk mail folder). The phone number associated with your reimbursement is the same phone number you had listed in your reservation.

Please be advised to ensure your reimbursement is processed in a timely manner Alaska has partnered with a bank-grade secure platform called ************** for instant payouts. This platform leverages PCI-compliant data storage and a 3rd party vault to keep card data secure and anonymized. We can assure you that your card and information is secure and safe. For further details on this process please click on this link FAQ.

Thank you and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: 10811766
Initial Complaint
Date:01/27/2025
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 received two vouchers for two free checked bags for my next flight. I believe it was from ********* and in September. Unfortunately, I don't remember the exact date. I flew from ****** to the ** airport and back for a trip to **********. There was a mishap at the ** airport, so customer ********************** mailed via **** two vouchers for my next trip. I don't travel often so I have never had the chance to use them until now and I can't find them anywhere. I reached out to see if AA would still honor them and I was told no, that they needed the confirmation number for the flight and their records online only go back to 2019.
Business Response
Date: 01/29/2025

January 29, 2025

Dear ******,

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

I understand that you received two vouchers for free checked bags back in 2012 or 2013. Regrettably, because these were issued over 10 years ago and because we do not offer baggage vouchers anymore, replacements cannot be offered. Further, our ************* Representative was correct when advising that we can only go back a few years in our system, so there is no way to confirm that you traveled back in ********* or that these vouchers were issued. I am very sorry for any disappointment this may cause and I sincerely appreciate your understanding in this matter.

Thank you and have a wonderful day.

Sincerely,

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

Reference#: ********
Customer Answer
Date: 01/29/2025

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,

****** ***** Collie
Initial Complaint
Date:01/26/2025
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 traveled from ************** to ******** on January 22nd and returned on January 25th. I paid for my luggage at the kiosk, but no receipt was provided.I asked the customer ********************** representatives who checked in my luggage for a printed receipt, but they said they could not provide one. They advised me to call customer ************************ called customer ********************** twice on January 22nd and spoke with two representatives who were unable to provide me with the receipt. They requested that I submit an email request. I submitted an email request on January 22nd, but I have yet to receive a response.On January 26th, I called customer ********************** again and spoke with ******* and Adeliz. They refused to provide their last names or employee IDs and were unable to assist me in obtaining the receipts.I demand a callback from a director of customer ********************** in ******* to discuss why Alaska Airlines is not providing receipts to its customers upon ********** is my legal right to request a receipt for the services rendered. Alaska Airlines may be in violation of the law by making it impossible to obtain a receipt for the checked-in luggage that I paid for
Business Response
Date: 01/29/2025

January 29, 2025

Dear *****,

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

I understand your frustration regarding the inability to obtain a receipt for the luggage fee paid at the kiosk on 1/22/2025. It is indeed standard to provide a receipt for any transaction, and I apologize for the inconvenience caused by this oversight. Your feedback has been shared with our Customer ********************** Manager in ************** for their review.

Regarding your experience with our Customer ********************** Agents and Reservations Agents. It is concerning to hear that they were unable to assist you in printing a receipt and that your subsequent calls went unanswered. This is not the level of service we aim to provide, and your feedback has been shared with our Customer ********************** Manager in ************** and Reservations Supervisor for their review. With that said, upon my review I did see that your email to ************* was answered by ***. I will include her email below.

As for your request for a callback from a Director of Customer **********************. Our ************* Department handles passengers concerns so call from any Director cannot be arranged.

With that said, I was able to find the charge for your baggage fee on 1/24/2025. Please see below.

Please accept this letter as confirmation of your recent charges associated with Alaska Confirmation OGEQSH. We have charged your credit card ending in *3525 a total of $35.00 for a baggage fee collected on 1/24/2025. The reference number for this charge is 027-4416773910.

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

***** Haxhikadria, Discount Code ECSR50CFGNX1566931, in the amount of $50

Thank you and have a wonderful day.

Sincerely,

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

Reference#: 10803075

January 26, 2025

Dear *****,

Thank you for contacting Alaska.

Please accept this letter as confirmation of your recent charges associated with Alaska Confirmation OGEQSH. We have charged your Credit Card ending in 2733 a total of $35.00 for a baggage fee collected on 22JAN2025. The reference number for this charge is 0274416702196.

If you need additional information or have any other questions, please do not hesitate to contact us. Thank you for choosing Alaska.

Sincerely,

*** *.
************* Representative

Reference#: 10803075
Initial Complaint
Date:01/25/2025
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 January 1112, 2025, I flew with Alaska Airlines and paid $552.40 for my ticket, trusting the airline to provide safe transport and reliable handling of my checked baggage. Unfortunately, upon arrival, I discovered a $2,000 purse had been stolen from my luggage after checking it. Despite filing a police report and submitting a Statement of Mishandling, Alaska Airlines Baggage team has refused to process my claim. They stated that the claim did not fall under their mishandling policy because the baggage was not physically damaged, and the flight was not international. However, their mishandling policy does not explicitly outline these exclusions. When I contacted the Seattle-Tacoma Alaska Airlines Baggage Service, I spoke with a representative named Lei, who apologized but reiterated the denial of my claim. When I asked to speak with a manager, she informed me that managers do not work on weekends and advised me to either call back or accept the denial. No further efforts have been made by the airline to resolve this issue.
Business Response
Date: 01/29/2025

January 29, 2025

Dear ******,

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

Thank you for taking the time to contact us regarding your recent experience with Alaska Airlines on your flight on January 12, 2025. I understand that this situation has been disappointing for you, and I appreciate the opportunity to address your concerns.

I am truly sorry to hear about the incident involving your purse valued at $2,000 missing from your checked baggage. I can only imagine how distressing this must have been for you, and I apologize for the frustration and inconvenience this has caused.

Regarding the handling of your claim, Alaska Airlines follows specific guidelines under our Contract of Carriage, which includes our mishandling policy. While our policy covers damages to and loss of baggage, it is important to note that Alaskas liability for items contained within checked luggage is limited under most circumstances. This includes high-value items such as jewelry, electronics, and, in your case, expensive accessories like purses. We strongly recommend that such items be carried in your carry-on baggage or left at home when possible. For additional details about items excluded from liability, please refer to our Contract of Carriage through the following link below:
*******************************************************************************************************************************************.

Please know that many groups of authorized personnel, not just airline employees, have access to baggage handling areas. It is our expectation and belief that our employees have high integrity standards. I can assure you that such behavior is not permitted or condoned by Alaska and, if an employee is found to be responsible, appropriate corrective action will be taken to ensure this does not happen again. However, I have also reported your claim to our ***************************** for their review.

I am glad to hear that you were able to file a police report with the Port Authorities in *******. We encourage you to continue your communication with the Port Authorities to determine the cause of the missing items.

I understand that the communication regarding the denial of your claim may have been disheartening. I apologize if the information provided by our representative did not meet your expectations or if it seemed that your concerns were not adequately addressed at the time.

To rectify this situation and as a gesture of goodwill, I would like to offer you a discount code to use towards a future flight with us. This is in recognition of the distress and inconvenience you experienced.

****** ******, Discount Code (eCert code) ECSR100CYGGX1573094, in the amount of $100.00.

Please enter this discount code on the booking form at ******************************************************* to apply it to your reservation. While this cannot undo the unfortunate experience you had, we hope it demonstrates our commitment to your satisfaction.

We value your choice to fly with Alaska Airlines and are committed to ensuring a more positive experience on your future travels with us. Thank you for bringing this matter to our attention, and we look forward to welcoming you aboard again soon.

Sincerely,

*****
Central Baggage Service

Reference#: 10770220
Incident#: SEAAS47004940
Initial Complaint
Date:01/22/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Alaska Airlines regarding a serious security issue with their mileage program. My mileage account was accessed without authorization, and my miles were used to book flights under names that do not belong to me. While Alaska Airlines eventually restored my stolen miles and locked my account, their response to the issue was slow, lacked transparency, and highlighted broader security concerns affecting many customers.After reporting the fraudulent transactions, Alaska Airlines ************* acknowledged that they were aware of an ongoing issue with unauthorized access to mileage accounts. However, they did not provide a clear timeline for resolution, nor did they proactively notify customers about this known security risk. I had to escalate my complaint multiple times, including reaching out to corporate leadership, before my miles were returned and my account secured.I have since learned that other Alaska Airlines customers have experienced similar unauthorized transactions, suggesting a systemic failure in their security protocols. My concerns include:The airlines failure to alert customers about known security vulnerabilities. The slow and unclear resolution process for affected customers. The risk that this issue may continue affecting other loyalty program members without sufficient safeguards in place.I am requesting the BBBs assistance in holding Alaska Airlines accountable for improving their security measures and customer communication regarding mileage account protection. Travelers should not have to go through a lengthy and frustrating process to recover their stolen miles, and the airline should be more transparent about these ongoing security risks.
Business Response
Date: 01/25/2025
January 25, 2025

Dear Maeve,

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

Upon my review I found that you have been in communication with our ************* Representative ***** and she has addressed your concerns. Please see the below email that have been sent.

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

Sincerely,

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

Reference#: 10688168

January 6, 2025

Dear Maeve,

Thank you for emailing *** ********* regarding the concerns you've experienced with your Alaska Airlines account and recent travel from ************* to *******. *** asked that I research and reply to you on his behalf. We take these matters very seriously, and I want to ensure we address each of your concerns thoroughly.

Firstly, I am genuinely sorry to hear about the unauthorized bookings and the theft of over ******* miles from your account. It is alarming to discover such discrepancies, and I understand the distress it has caused you. I have confirmed that the necessary steps have been taken to secure your account, including implementing your selected PIN for added security. Additionally, I've restored all miles to your account today.

Regarding the flight delay from ******* to *********, I apologize for the inconvenience caused by the maintenance and security issues, including the unusual situation of someone on the airplane's wing. Safety is our top priority, and such incidents are handled with the utmost urgency to ensure the security of all passengers and crew.

It was disheartening to hear that you had a hold time of one hour when you contacted ************* on December 23, 2024, after discovering that ************* is closed on Sundays. Our ************* department is open Monday through Friday from 7 a.m. to 7 p.m. and Saturday from 8 a.m. to 5 p.m. I regret that you tried calling on a Sunday, and I can understand any frustration, given your situation. Additionally, regarding not receiving a response after sending in your identification and PIN selection, I have shared your comments with the ************* Manager for review. We have been experiencing higher call and email volumes, which has increased our response times. I apologize for the inconvenience. We truly appreciate your patience.

Your concerns about the lack of immediate confirmation on the security measures we are taking are noted. I assure you that Alaska Airlines is continuously enhancing our security systems, including implementing two-factor authentication to prevent unauthorized access and ensure the privacy and safety of our customers' information.

I understand your concerns regarding how unauthorized individuals could book flights under your account. We are investigating this issue to prevent such occurrences in the future and are committed to enhancing our security measures to safeguard our customers' accounts. Upon discovering the missing miles from your account, I saw that you had proactively changed your password.

Lastly, concerning the safety and security of passengers, Alaska Airlines takes the safety and security of all our passengers very seriously. We adhere strictly to all regulations set forth by the ************************************** (***) and work closely with them and other authorities to ensure that all passengers, regardless of their background, are screened thoroughly before boarding. The *** is responsible for the security screening of all passengers and their belongings, and they operate under strict guidelines to prevent any security threats on flights.

While we do not have the authority to control TSA procedures or prevent individuals from booking flights unless they are on a government-provided no-fly list, we are committed to upholding the highest safety standards on all our flights. Our crew members are trained to handle various situations that may arise in flight and ensure that all safety protocols are followed diligently.

Maeve, while I cannot undo the distress and inconvenience you have experienced, I hope my immediate action and Alaska's ongoing improvements will restore your confidence in Alaska Airlines. Thank you for your patience and understanding. We value your loyalty and are committed to ensuring a safe and secure travel experience for all our passengers.

Sincerely,

***** C
************* Representative II

Reference#: 10688168

January 14, 2025

Dear Maeve,

Thank you for your reply to our recent communication.

I want to start by addressing your comments regarding my addressing each issue you brought up in your complaint. While you may not have had issues such as the flight delay, hold times, etc., we want to make sure you know we are listening, and that is why we respond to everything to the best of our abilities. My apologies if you felt it was inappropriate.

Concerning the security of our passengers' accounts, we are doing everything possible, much like banks, ********* etc., to ensure our passengers' miles are safe; at the same time, hackers are getting smarter. Two-factor authentication is coming; however, we do not yet have a date for when it will be implemented. At this time, your account is protected with a form of two-factor authentication by having a PIN set up on your account.

Alaska Airlines understands that the airline business is a 365-day operation. ************* ********************** work on Sundays responding to written correspondence. However, they are available to collaborate with internal partners, such as our Reservations team if a customer has a concern that needs addressing that is not pre-flight.

As you know, TSA allows passengers to travel as long as the name on their ticket matches their identification. These criminals can penetrate the systems even with the most secure safety processes. When you have suspected fraud on your credit card, the bank immediately shuts down your credit card. Alaska has a dedicated team who watches fraudulent activity, however, due to the sheer volume of fraudulent activity, we are not always successful in catching it immediately which is why we ask our passengers to monitor their accounts frequently. All that being said, if your miles were redeemed fraudulently, we will ensure you receive them back.

Maeve, to be quite honest, allowing these criminals on our airplanes is not due to Alaska Airlines' lack of security. Most of the time, the fraudulent tickets are booked for travel immediately, and we are unable to catch them in time. This is a common issue that is rampant among all airlines, not just Alaska.

Sincerely,

***** C
************* Representative II

Reference#: 10688168

January 25, 2025

Dear Maeve,

Thank you for replying to our recent communication. I appreciate your concerns, not only for you but also for all Alaska Airlines travelers and Alaska's reputation.

I want to assure you that we take all concerns seriously, and your concerns have been escalated. However, we cannot respond to provide you with Alaska's immediate decisions as requested. We value your time and your loyalty to Alaska Airlines.

Once again, I would like to express my sincere regret that you had a negative experience with Alaska. Because we recognize and emphasize the importance of customer **********************, we will always err on the side of our customers. We will take all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I must consider this case closed. My sincere hope is that you will join us on a future flight so that we may demonstrate the level of service that we are known for and that you deserve.

Sincerely,

***** C
************* Representative II

Reference#: 10688168

Customer Answer
Date: 01/25/2025

Complaint: 22842092

I am rejecting this response because:
I appreciate Alaska Airlines' response, but it does not address the core issue of my complainttheir ongoing security vulnerabilities and lack of urgency in resolving them. While I have been in communication with their customer care team, they have failed to provide a clear timeline for implementing security improvements despite multiple requests. The fact that Mileage Plan accounts continue to be compromised suggests that Alaska Airlines has not taken sufficient steps to protect customer accounts. Their response to my complaint simply restates prior communication without offering any resolution or meaningful assurance that my accountand those of other customerswill be secure moving forward. Customers should not have to repeatedly contact the airline to regain access to their stolen miles or worry about unauthorized access to their accounts.
I urge the BBB to push for a more substantive response from Alaska Airlines, specifically:
1. What concrete security measures they are implementing to prevent future breaches.
2. A timeline for when these improvements will be in place.
3. A commitment to proactively notify and assist customers affected by security failures.
Thank you for your time, and I look forward to your assistance in ensuring that Alaska Airlines
takes this matter seriously.

Sincerely,

***** *******
Initial Complaint
Date:01/19/2025
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.
Dear Better Business Bureau,I am writing to file a complaint against Alaska Airlines regarding an issue I experienced on Friday, January 10, 2025, while attempting to travel from ************* to *********** (LAX). I purchased my ticket via ***** Pay using my Cash App card. However, upon arrival at the airport and just before boarding, I was informed that my ticket was labeled as a "no-go" ticket, and I was not allowed to fly. The American Airlines staff did not provide a clear explanation for this issue, merely stating that they needed to confirm the payment method. I showed them the transaction in my Cash App as proof of purchase, yet they still refused to let me board.Adding to my frustration, the airline did not offer any alternatives, such as rebooking me on another flight or providing a refund for my ticket. They even told me that I would not get any money and that the only way I could travel would be to buy another ticket. Their refusal to refund my money has left me deeply dissatisfied with their customer **********************. I urge the Better Business Bureau to investigate this matter and ensure that Alaska Airlines takes responsibility for their actions and improves their service. I seek a full refund of my ticket cost and a formal apology from Alaska Airlines. I believe that no customer should have to endure such treatment, and I hope that steps will be taken to prevent similar incidents in the future.Thank you for your attention to this matter.Sincerely,********
Business Response
Date: 01/20/2025
Tell us why here...

January 20, 2025

Dear ********,

Thank you for sharing your concerns with the Better Business Bureau regarding your ticket for confirmation code IYHYBI. 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.

In reviewing your reservation, you were advised that your ID needed to match the credit card. Digital wallet credit cards are acceptable if the last four digits match as well as the name, which must be in the digital wallet. You were advised of this when calling our Reservations Department. If the credit card is not the correct card or the name does not match the *** you will be required to purchase a new ticket using cash or a credit card matching the name on your ID.

********, 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#: 10786768
Initial Complaint
Date:01/18/2025
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 had made a bought airline ticket with Alaska Airlines on 04/30/24 the amount $1694.85 this include airfares for three passengers with traveler insurance this include for cancelation confirmation number YKCPGQ, Afterwards on 08/08/24 called to cancel two out of the 3 tickets purchased got email to confirm the amount $1007.20 was going to refunded and will be apply to my Alaska Airlines credit card. Proceeding on 01/11/2025 I received email from Alaska Airlines on saying that the amount $1007.20 with the disputed number of 250108G1DD73 was not going to be apply to the account.
Business Response
Date: 01/20/2025

January 20, 2025

Dear *****,

I appreciate that you took the time to contact the Better Business Bureau regarding a refund for confirmation code YKCPGQ.

Unfortunately, I will need more info prior to being able to assist you. If you could provide the names of all travelers and exactly which ones were to be refunded. In addition, the ticket numbers and/or confirmation code. The confirmation code above is only in your name.

As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

Sincerely,

***** ******
Customer Care Specialist

Reference#: ********
Customer Answer
Date: 03/08/2025
Attached is the statement of the transactions which includes the flight tickets and flight insurance.

May 2, 2023 was the date of purchase.

The names of the 2 passengers are also listed in the statement;

1) ***** ******* ***** Ramos

2) ***** ***** Ramos

~Mara R
Business Response
Date: 03/11/2025

March 11, 2025

Dear *****,

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

Upon my review I see that when you canceled your reservation, you left the tickets open to be used at a later date and that your Premium Class seat upgrades were refunded into the form of two Credit Certificates. To see what booking and or/refund options you may have for your open tickets, please contact our *********************** directly at *************, with ticket numbers 027-2368655181 and 027-2368655182. The confirmation code for this reservation was NHRWES.

Further the confirmation code YKCPGQ was refunded and deposited into your wallet where the funds have been used to purchase tickets.

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

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:01/17/2025
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.
My family and I flew out of ***************************** on Thursday, December 19. We flew with Alaska airlines to ********. My luggage, as well as two other members in our families luggage, were not transferred to ******* as a connecting flight, and were told that they would be transferred when we checked our bags in, despite what the boarding ticket said. Our luggage was short checked. When we arrive to ******* we were without our luggage, while the rest of our family received their luggage in baggage claim. December 20, we needed to board our cruise ship. Alaska airlines failed to get us our luggage and took no responsibility whatsoever for what happened. Again, before boarding the flight, we were told that our luggage would arrive to *******. My childrens clothing and toiletries, including mine as well; were inside the luggage. We were without our necessities the entire trip duration from *****. My youngest son developed a severe skin rash because he was without his eczema ointments. He stayed up and woke up most night in agony. My oldest son was without his medication and had trouble breathing while on the ship, without his prescribed *********. There were situations we couldnt be present at because of the challenges mentioned above regarding my children. We had to purchase items to sustain the trip, items we didnt need to purchase, had there been more communication with Alaska airlines. Its frustrating to find out, that on day 5; Alaska airlines wanted to finally get us our luggage. By that time it was too late. I am seeking compensation for the unnecessary items spent and what he had to endure.
Business Response
Date: 01/20/2025

January 20, 2025

Dear ********,

This is in response to your BBB complaint # ********. Thank you for taking the time to contact us regarding the distressing experience you and your family encountered with your luggage during your recent journey from ***************************** to ********, and then on to *******. I appreciate the opportunity to address your concerns and sincerely regret the inconvenience this situation has caused.

I am truly sorry to hear about the difficulties your family faced due to the delay in receiving your luggage. It is clear that this situation significantly impacted your travel experience, particularly affecting your children's health and comfort. Please accept my deepest apologies for the distress and discomfort your youngest son experienced without his eczema ointments, and for your oldest son's challenges without his medication. We understand how crucial it is to have access to personal care items, especially when it concerns health and well-being. While I hope this never happens again please know that we always advise our guests to carry-on essential items, such as medication, so that they are not without these necessary items in the rare case their luggage is delayed.

Regarding the miscommunication and handling of your luggage, it is disappointing to learn that the assurances given about your luggage being transferred directly to ******* were not fulfilled. Unfortunately, we cannot check your bag directly onto another airline when the two flights are on separate reservations. I am truly sorry for the incorrect information you were provided when you checked your luggage and I have shared this experience with our Oakland Station Managers for review. I sincerely believe that by doing so we will be able to provide you with better service in the future.

Because your flight to ******* was on a separate reservation and your luggage was delivered on time to the final airport on your reservation with us, we typically would not be able to cover the cost of your interim expenses, however, as a one-time exception, I would like to cover the reasonable and necessary clothing and toiletry expenses you incurred while your luggage was delayed. Please send the itemized, dated receipts for these purchases to our office for reimbursement. You can submit these receipts via email by replying to this email with the pictures attached in JPEG or PDF format.

I was disappointed to hear that delivery was not offered for your luggage until the fifth day it was delayed. This is likely because you were on the cruise, and we are not always able to forward the bag to the next port of call. I am glad to see that once you returned from your cruise you were able to retrieve your luggage from the ****************

We value your patronage and are committed to providing you with the quality service you expect and deserve from Alaska Airlines. It is our hope that you will allow us another opportunity to demonstrate our dedication to our passengers' satisfaction.

Sincerely,

Catie
Central Baggage Services

Reference#: 10786214
Incident#: PDXAS39791277
Customer Answer
Date: 01/20/2025

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,

******** **********
Customer Answer
Date: 01/23/2025
I received a response from Catie with the Baggage Department regarding my case #22826361.

She is asking that I provide receipt information so that I can be reimbursed. How do I do this? There wasnt an area for me to upload those pictures to her when reviewing my claim. I also want to note, there was one more receipt I have aside from the previous ones I have already uploaded in my original claim file that I would like to include.
Customer Answer
Date: 01/27/2025
Hi ******,

Since there is no direct way for me to reach out to Catie from Alaska Airlines, would you be able to convey a message to her?

It just occurred to me that there are more charges, charges that occurred while on the ship where I had to purchase more items. Items such as, squaline oil and lotion to help my sons skin condition as well as clothes for myself and both my boys. There are no receipts for this as they were on a totaled pdf from the cruise line.

Since myself and my two boys were affected, can you ask that we settle this issue as a while for $500. Thank you for relating the message to her about this issue.
Customer Answer
Date: 02/01/2025

Complaint: 22826361

Catie, I understand that you need itemized receipts. I have provided most of them aside from the ***** Fargo message.

Let me explain:

While shopping for clothes in ********, **************** alerted me when I attempted to make a purchase as it was a large amount. Since we needed to board the ship in a timely manner, I quickly used some of the spare cash that my spouse and I had been saving throughout the trip for emergencies. The retailer did not issue us a receipt and so the only information I have is the message I received from my bank. Please be advised that I truly paid with using cash. Please also try to understand that our family was on this cruise because our in-laws were celebrating their 50th anniversary! I had to purchase all new white attire for this special occasion. This includes the amount indicated on the ***** Fargo message. I am asking you please, as the one time courtesy and again; because of the situation endured, use that information to settle this.

I will attach the *** pdf and total the gift galleria charges. Were you able to conclude the total amounts on the other receipts I sent to you since they are not in US dollars?

This is why I previously asked that we settle this entirely, as a whole in the amount of $500 which supports myself and my two children.

*** Galleria Gift Shop totals from PDF:

$5

$50

$16.95

$6

$30

$25

$8

=$135.95

Business Response
Date: 02/01/2025
February 1, 2025

Dear ********,

This is in response to your BBB complaint #********. Thank you for taking the time to provide us with the requested receipts. I will be sending you a separate email to the email address ******************* You are more than welcome to continue communications through the BBB, but I wanted to give you an alternate communication option as well.

We will need proof of purchase from any reasonable and necessary clothing and toiletry purchases, this proof of purchase needs to be itemized, dated, and include the retailer. If the *** from the cruise line includes this information we can use that for the additional expenses you incurred but we will not be able to provide compensation for items we do not have an itemized and dated receipt for. We are also not able to use the text message from **************** as a receipt. You can provide proof of purchase through the BBB or the email that I will be sending you separately.

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#: 10786214
Incident#: PDXAS39791277
Business Response
Date: 02/05/2025
February 5, 2025

Dear ********,

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

Thank you for your follow-up email and for providing further details regarding the expenses incurred during your trip. I understand the challenges you faced in obtaining receipts under the circumstances described, especially during such a significant family event as your in-laws' 50th-anniversary celebration.

Regarding the **************** alert and the cash purchase you made in ********, while we typically require itemized receipts for reimbursement, I appreciate the unique situation you were placed in and the difficulty in obtaining a receipt from the retailer. Given the exceptional nature of your case, we will accept the bank alert as proof of the transaction for this specific instance.

I have reviewed the receipts you submitted in various currencies and have calculated the total amounts based on the current exchange rates. We aim to process reimbursements accurately to ensure that you are fairly compensated for the necessary purchases made due to the delay in receiving your luggage.

As for your request to settle the entire matter with a lump sum of $500.00, I understand your preference for simplicity in resolving this matter. However, Alaska Airlines typically processes reimbursements based on the actual amounts spent, as evidenced by receipts. Given the documentation you have provided and the exceptional circumstances, we will ensure that the total reimbursement amount reflects the reasonable costs you incurred.

I have processed your payment in the amount of $438.58 USD. Please follow the instructions in the email you'll receive titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days. The amount issued does not include the magnet 3.00 USD, Get Net duplicate receipt for the dress ***** USD as excluded from coverage according to our baggage service plan.

Please note, that 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 ******************** to receive payment.

********, as a customer ********************** gesture, I am including a Discount Code. Please reference the appropriate code below at the time of booking.

Your Discount Code must be ticketed within one year from the date of this email and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. Complete Discount Code rules and restrictions can be found online at ***********************.

******** **********, Discount Code (eCert code) ECSR100CGGJX1575738, in the amount of $100.00.

Thank you once again for your patience and for choosing Alaska Airlines. We value your business and look forward to serving you better in the future.

Sincerely,

*****
Central Baggage Service

Reference#: 10786214
Incident#: PDXAS39791277
Initial Complaint
Date:01/15/2025
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.
I made a reservation for a flight Feb 22 about 1 month ago. This week Alaska Airlines sent me an email stating that they had unusual operations and would have to change my reservation to another flight. Unfortunately they switched my 2 traveling companions to a different flight and the customer ********************** *** said both flights were full so they couldn't bring us back to the same flight. Later today I was able to change my reservation to my companions' flight but the seat allowed without a big upsale charge was undesirable. My original purchased seat was an exit row aisle seat and Alaska said I would have to pay $112 upgrade fee to get that equivalent seat. They said they were unable to waive the upgrade fee even though it was their operations problem that required the reservation change and even though my equivalent seat was available on the new flight. Inconvenience and wasting my time are apparently not enough, they want to charge a very unfair fee in addition for the equivalent seat that I had purchased in the first place.
Business Response
Date: 01/16/2025
Tell us why here...

January 16, 2025

Dear ******,

Thank you for sharing your concerns regarding your upcoming reservation from ******* to ******* on February 22nd. 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.

In reviewing your record, it appears that you contacted our *********************** and the fee was waived. Although what you were originally told was correct, I am glad that our agent was able to waive the fee for you as a one-time exception.

******, 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#: 10776406
Customer Answer
Date: 01/17/2025

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:01/15/2025
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.
On 12/1/24, I flew on Alaska Airlines flight AS23 from *******. At the gate, I was forced to check in my carry-on luggage due to space restriction. I advised the gate agent of fragile contents and pleaded to bring it on the aircraft. She said there was "nothing" she can do and I'd have no choice but to check it in. Upon receiving my luggage in *******, the luggage was cracked and broken. Furthermore, the fragile item in my luggage spilled, completely soiling multiple pairs of new shoes that I had just bought as Christmas gifts and clothes. It was immediately reported to Alaska Airlines at the gate, and they provided me with reference # ******** and Incident # SEAAS41924746. I was advised to complete a baggage damage form online. On 12/10/24, this form was completed, signed, and sent to Alaska Airlines with receipts of the shoes I had just bought. The shoes themselves are now useless; unfortunately, a bottle with potent, high concentration liquid has not only shrunk the shoes, but made them smell horrendous. Alaska Airlines is refusing to cover the damage caused by their negligence, and only offered me a free bag in an email to me on January 5, 2025. Despite showing receipts of damage and offering to send the shoes to Alaska Airlines so they can see for themselves the damage they caused, they still refuse to cover the damage. That same day (1/5/25), I sent a response refusing their offer. At this point, the situation is clear: AS forced me to check the bag, which was then damaged itself along with contents (clothes, shoes, etc.) for which I provided receipts. I have yet to receive a response, 10 days later. I am requesting, as per my previous request on the forms, coverage for the items Alaska damaged in the amount of $508.99. Failure to do so by 1/31/25, this case will be filed in small claims court in **************** to obtain the funds. I look forward to your prompt response.
Business Response
Date: 01/17/2025
January 17, 2025

Dear Mergim,

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

Thank you for taking the time to reply to our previous email regarding your damaged luggage claim. I am disappointed to hear that the offered replacement bags will not work for you.

We have processed your payment in the amount of $199.99 USD for the damage occurring to your suitcase. 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.

Regarding the damage occurring to your shoes when the vodka bottle broke inside your luggage, as mentioned previously by *****, without photos of the damage occurring to the shoes we are unable to provide a resolution for the damage that occurred to them. I understand you have requested to take them to our office, however, this is not necessary we just need photos of the shoes to fully assess your claim. Please note that because fragile items, such as vodka bottles, are not covered we do not provide compensation for damage that is the result of fragile items breaking within your luggage in most cases. You can submit any photos of the damage by replying directly to this email with the photo's in JPEG or PDF format.

I understand that you were made to check the luggage you intended to carry-on the flight. We do reserve the right to check your carry-on luggage for any reason, including if the Carry-on Baggage cannot be safely stowed. When this happens, we advise our guests to remove any fragile or valuable items before this bag is checked. If you would like to review our Contract of Carriage and policies regarding this you can click here. We encourage our guests to familiarize themselves with our policies before flying.

Please know I have shared your interaction with the gate agent at the ********************************** with our **** F. ******* Station Managers for review. I sincerely believe that by doing so we will be able to provide better service in the future.

As a customer ********************** gesture, I am including a $75 travel voucher for use on a future flight. I know that this voucher does not take away from your negative experience, but I do hope that it is accepted in the manner that it is intended.

Please use this code by visiting ******************************************************* and entering it into the discount code field on the right side of the booking form. 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 ***********************.

Mergim Bajraliu, Discount Code (eCert code) ECSR75CBGQR1237052, in the amount of $75

I know that this is not the travel experience you were expecting, and I sincerely apologize. I invite you to join us on a future flight as I am confident that we will provide you with the exceptional customer ********************** that you deserve.

Sincerely,

Catie
Central Baggage Services

Reference#: 10616078
Incident#: SEAAS41924746
Customer Answer
Date: 01/21/2025

Complaint: 22815313
Thank you for your response. Unfortunately, a $75 voucher does not undo the hundreds of dollars of damage claimed for.
I will happily send photos over, however, as noted, the damage is in two forms: shrinkage of size and persistent odor. Should the claim still be rejected, then unfortunately I will be left with no choice but to physically bring the shoes to the negotiation table through small claims court.
I will leave Alaska Airlines with a final offer: either airline credit totaling in the amount of $350.00, mileage in the amount of ****** miles, or a cash refund in the amount of $309 (the remaining value of the damage).
Please let this serve as a notice of intent to sue. As per Washington statutes, Alaska Airlines will be properly served a notice of suit should this not be settled by Friday, January 31, 2025. I can assure you the cost of litigation would be a far larger financial burden to Alaska than the settlement options I have proposed, which are fair in light of the circumstances. However, should things necessitate legal intervention, so be it.
Sincerely,
Mergim Bajraliu
Business Response
Date: 02/01/2025

February 1, 2025

Dear Mergim,

This is in response to your BBB complaint #********. Thank you for taking the time to respond to my previous communication.

I apologize that you are unhappy with the $75 travel voucher I provided in my previous communication, however, I am not able to offer a greater discount code. As I mentioned in my previous communication without photos of the damage occurring to your shoes we are unable to move forward with further compensation in the form of cash, miles, or discount code.

Additionally, as I previously explained in most cases we do not provide compensation for damage that is the result of fragile items breaking within your luggage as they are not covered by our Contract of Carriage. However, without seeing photos of the damage we are unable to assess your claim further and cannot make any definitive decisions regarding compensation for the damage occurring to your shoes.

I regret that you feel it is necessary to seek legal action regarding this damage. I do hope we can come to an acceptable resolution, however, should you still feel the need to seek legal recourse your attorney will know how to contact our legal department.

Thank you for taking the time to contact us. I understand that this is not the outcome you were hoping for, and I sincerely apologize. I look forward to welcoming you on a future flight as I am confident we will provide you with the exceptional customer ********************** that you deserve.

Sincerely,

Catie
Central Baggage Services

Reference#: 10616078
Incident#: SEAAS41924746

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