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Initial Complaint
06/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am seeking compensation due to an un-voluntarily departure delayed/cancelled flight by Alaska Airlines. On June 29,24 my spouse and I were scheduled to depart to ******, ****** at 1:52pm out of *************** (***). Upon arrival to *** we were informed our departure flight was cancelled. To say this was upsetting, confusing and stressful is an understatement. We made special transportation arrangements to be dropped off at the airport as we live an hour and a half away therefor not an easy task to get to airport . Alaska Airlines rescheduled our departure flight at 6:03 pm. To be arranging transportation to and from airport/s is not an easy task due to distance. Please assist me in my request for compensation as per U.S. ********** of ************** if departure flight is over 2 hour delay, I am to receive compensation. Your assistance in the matter is greatly appreciated.
Business response
07/06/2024

July 6, 2024

Dear Carolina,

Thank you for your email to the Better Business Bureau regarding your experience on 6/29/2024.

I regret that your flight was delayed due to a mechanical issue causing your connecting flight to have to be rebooked. 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. I was happy to see that both you and ******* were sent $75 Discount Codes due to this delay.
I understand that you are requesting a refund due to your flights delay and for having to rearrange your ground transportation. Because your tickets were used a refund cannot be offered. With that said, due to the overall delay in getting to ******, I have taken the liberty of canceling the $75 Discount Codes that you were issued and I have reissued two $100 Discount Codes for future travel on Alaska. To use the code, go to alaskaair.com/planbook 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 alaskaair.com.

*******************************, Discount Code ECSR100CTMYP1489984, in the amount of $100

*****************************, Discount Code ECSR100CXMJP1489985, in the amount of $100

Thank you and have a wondeful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
06/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I took a flight from ********* to *********** on 5/16/24 and upon arrival noticed that my luggage was missing items. Notably a bottle of Burrbery perfume that was brand new costing over $100. I am also missing a ******** secret hoodie and another sweater I wont be able to replace. I last saw the bag when it was handed to an Alaska agent for bag drop off. I picked up the bag immediatelly upn arrival from the carrousel. The items must have gone missing while under care of Alaska airline thus they are responsible for my stolen items. I request a refund for my belongings I will be unable to replace and the cost of a new bottle of perfume. It is impossible to provide receipts as the clothing was purchased many seasons ago but was brand name and pricey.
Business response
06/27/2024
June 27, 2024

Dear ****,

This is in response to your BBB Complaint.

Thank you for taking the time to contact us regarding your travel experience during your trip from ********* to ***** on May 16, 2024. From what you have described, I can certainly acknowledge this was a frustrating experience for you, and I appreciate the opportunity to address your concerns.

On behalf of Alaska Airlines, please accept our apology for the experience you had with your luggage.

In review of your file, it appears that you first contacted us through our Chat feature on May 18, 2024, regarding your missing bottle of Burberry perfume. On that day, we emailed you a Statement of Mishandling to fill out and return to us. As of today, we have not received any documentation back from you. To further assess your claim, please complete and e-sign our Statement of Mishandling by following this link within 45 days. Please include all documents that are requested. You will receive a copy of the completed form to the email address entered during the signing process. Also, it is essential that you indicate whether a note from ************************************** (TSA) was present in your bag. Upon receipt of the completed claim form, we can begin your claim process.

I was sorry to hear that you are now missing additional items from your bag as mentioned in your complaint to the Better Business Bureau (BBB), which included a ********************** and a sweater. I have updated your file to reflect the additional items. In your Statement of Mishandling, please provide us with detailed descriptions of each item and we will also conduct an in-depth search in our database that catalogues items that *** have fallen out of checked luggage while in transit or were turned into an Alaska agent at the airport.

However, I must let you know, for liability purposes, our Contract of Carriage requires reporting of any missing items, on a domestic flight, to be within 24 hours of receiving your checked luggage. Although each claim is individually evaluated, I invite you to visit our website for the limitations of Alaska Airlines baggage liability, which includes information on items missing while your luggage is not delayed or damaged. ************************************************************************************;

It is our belief that Alaska Airlines employees and people we do business regularly with hold a high level of personal integrity. Since you are missing items from your luggage, we request that you file a police report with the ********* or ******************** so that a further investigation can be done, including viewing any security camera footage details. Alaska Airlines does not have access to all the cameras at the various airports, as the properties are not owned by Alaska Airlines. Please submit any documentation that you receive so we can add it to your file.

Alaska genuinely cares about providing you with a safe, efficient, and friendly travel experience. We value your patronage, and our hope is that you will allow us to demonstrate the high level of service we are known for and that you deserve on a future flight.

Sincerely,

****
Alaska Airlines

Reference#: 9961359
Incident#: BOIAS72638508
Initial Complaint
06/22/2024
Complaint Type:
Product Issues
Status:
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.
I am writing to formally lodge a complaint against Alaska Airlines regarding a serious incident that occurred during my flight and the airline's inadequate response to my subsequent grievance.On June 15, 2024, I was a passenger on Alaska Airlines Flight 373 from ************************************ (EWR) to *********************************** (SFO), seated in 2F(Confirmation code: OJEQBQ). During breakfast service, I encountered a foreign object in my meal, which appeared to be plastic. Unfortunately, I ingested part of this object before realizing its presence. I immediately reported the issue to a flight attendant, who initially offered to replace my meal. However, after approximately ******************************************************************************************* a compensation of only ***** miles.As an MVP 75K member of Alaska Airlines, I am extremely disappointed with the way my complaint was handled. The presence of a foreign object in my food posed a potential health risk and caused significant distress. The compensation offered was not commensurate with the seriousness of the incident or the discomfort I experienced.Despite my status as a loyal customer, the airline's response has been unsatisfactory and dismissive. The inadequate compensation and lack of proper follow-up have only exacerbated my dissatisfaction. I believe that Alaska Airlines has failed to meet the standards of customer ********************** and safety that should be expected from a major airline.I am seeking your assistance to address this matter and ensure that Alaska Airlines takes appropriate action. Specifically, I request a thorough investigation into this incident, a formal apology, and a more substantial compensation that reflects the inconvenience and distress caused.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue satisfactorily.
Business response
06/24/2024

June 24, 2024

Dear ******,

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

Alaska has always made every effort to offer a high quality product and takes pride in offering meals inspired by the West Coast food scene. Understandably, we go to great lengths to ensure that our food products are made only of the freshest and highest quality ingredients. As part of this commitment, our products are checked when they arrive in our Food and ******************* and then double-checked prior to being loaded on the aircraft. I certainly apologize for your unfortunate experience when you found a piece of what appeared to be plastic in your meal and ingested part of it. I want to assure you that we do not take these matters lightly. Additionally, I want to offer my assurance that your comments are valued and I have taken the liberty of sharing them with our Food and ******************* for further review.
The reason that you did not receive more compensation is because our flight attendants are limited to what they can offer. In the future, please contact our ************************ and we will ensure you receive the appropriate compensation.

As a customer ********************** gesture, we've included a Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook 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 alaskaair.com.

*********************, Discount Code ECSR100CHMBB1485188, in the amount of $100

I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.

Sincerely,

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

Reference#: ********
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased two tickets one to ************** (confirmation number HNPCOG) and one back home to ***********. I recently found out that the road to my home town in ********* (*********************) is closed due to flooding. I therefore have to cancel my flight because there is absolutely no way of getting through to my hometown. I spoke to an Alaska airlines representative ******* who said my flight had restrictions and could only be refunded half the amount spent in credit. Its so frustrating this situation because this flood due to the heavy rains is obviously out of my control. Alaska airlines is a billion dollar company and it is ridiculous that they cannot give me a refund for this unexpected weather condition. Please help, I wanted nothing more than to see my family in ********* but there is absolutely no way this is possible.
Business response
06/19/2024

June 19, 2024

Dear *******,

Thank you for sharing your concerns regarding your unused ticket with the Better Business Bureau. 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.

We understand that things happen and due to what you described, we are happy to offer an exception and refund your ticket without a service fee. A refund will be processed back to your credit card within 7 business days of this correspondence. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.

Leilany, 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#: ********
Customer response
06/19/2024

Complaint: 21866819

I am rejecting this response because: it is too late. I reached out with sufficient time asking for a cancellation. Since I did not hear back I went ahead and arranged for me to stay in ************** instead of going to my hometown in ********* as i originally planned.
do not cancel or refund my ticket. In the future I really hope you answer your clients concerns with urgency, especially when its due to weather conditions.

Sincerely,

*************************
Business response
06/28/2024

June 28, 2024

Dear *******,

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

Upon my review I see that your ticket has already been refunded back to the credit card ending in *3130 and that your ticket has been used. Further, I see that we first received your refund request from the Better Business Bureau on 6/18/2024 and a response was sent the next day 6/19/2024.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The uploaded document describes the situation that was sent to Alaska Airlines by Certified Mail. Alaska Airlines has not acknowledged the letter. I files a Complaint with the Alaska Office of the Attorney General that replied that it was not within its jurisdiction.
Business response
06/18/2024

June 18, 2024

Dear *****,

Thank you sending your concerns to the Better Business Bureau regarding a letter sent to Alaska Airlines in March that you state was not responded to. Below, please find a copy of the original email we sent you on March 12, 2024.

March 12, 2024

Dear *****,

Thank you for sharing your concerns regarding your flights to and from ****** in January. 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.

*****, although I understand your frustration, I do not believe you understand the unprecedented impact the grounding of the ****** MAX9 had on not only our customers, some of whom were stranded for over a week, but on us as well. This was not due to anything Alaska Airlines did or did not do. Unfortunately, our customers and ********************** have paid the price. We had all hands on deck in order to try and reaccommodate all of the passengers who were affected but it simply wasn't enough, the volume was too great. We operate between 110 - 150 flights a day using our ****** MAX9 aircraft and generally those flights are near full, so approximately ******* passengers per flight. This went on for over 3 weeks. We were, and still are, doing the best we can to assist our guests.

In regards to your baggage delay, please contact our Central Baggage Services Department for compensation. They can be reached at ************.

I am happy to reimburse you for the following expenses. However, I will need itemized receipts prior to processing:
Delta TUS-ANC $650.70 - minus the $373.70 already refunded = $277.00
Baggage - $70.00
Lodging - $159.75
Car Rental - $77.68

Total: $584.43

Please attach your receipts to a reply to this email. Do not embed photos of your receipts in the body of your reply as our system is unable to read it. Once I receive this, I will process the reimbursement as stated above.

In regards to your concerns over why someone would show up for a first leg of a flight if the second leg was canceled, people do because it gets them at least closer to their destination. If you don't show up for your outbound flight, our system automatically cancels the rest of your flights.

*****, 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#: 9766049
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My ******* was bumped off a flight in *******, Ca on June 6, 2024. 3 separate agents offered us $500 each, hotel for the night, transportation and food vouchers if we agreed to take a flight the next day from a different airport. Once we got in the Lyft, it took us 2 hours to get to ************ from *******, then the "4 meal vouchers" we RECEIVED, total combined were for $48.00. The restaurant was EXTREMELY expensive. We were able to get a slice of cake, 2 sodas and a pretzel. I STILL had to pay $6.00 extra. We did not understand when we would get the $500 cash each so I assumed we would get it as a check in the mail. After we arrived in ***, I was told that we get $500 flight vouchers. This is NOT what my ******* agreed too. We don't fly often so we would never have accepted the inconvenience of taking a flight from a different airport on a different day. I had to work the next day, so we were extremely thorough and we know that we heard correctly. I would like the $500 cash each that we were promised.
Business response
06/17/2024

June 17, 2024

Dear *******,

Thank you for sharing your concerns with the Better Business Bureau regarding your and your son's flight on June 6. 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 concerns I noted that you had reached out to our ************* Department. The information they provided you was correct in that because you volunteered for a later flight you would receive a Bonus Travel Certificate, not cash. My apologies for any misunderstanding.

*******, 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,

***********************
************* Specialist

Reference#: ********
Customer response
06/17/2024

Complaint: 21859180

I am rejecting this response because: I am aware that we volunteered when we were told it was over-sold & the previous flight to ******* was cancelled. A group of women needed to get to ******* to board a cruise so when I heard them offer $500 cash, my son & I immediately went up to the counter, and again, I asked about the $500 cash each. Both agents nodded to us. We only then agreed to volunteer. We both were told by 3 separate agents that we would receive $500 each but we would be going out of LAX the next day. Since I did not have to work until 630pm the next day and $1000 cash was being offered, my son & I agreed. We NEVER agreed to any vouchers. I am sensing this is a scam on behalf of your airline. We would have never agreed to the hassle we had to go through to simply get 2 flight vouchers.
Please make this right & maybe train your agents better vs forcing the public (your customers) to accept lies on behalf of your company. Otherwise, you are in your own way calling us liars. I wont accept being treated like this.

Sincerely,

*********************************
Initial Complaint
06/14/2024
Complaint Type:
Product Issues
Status:
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.
I booked a flight for myself and my friend, *******************************, under the main cabin fare which indicates Changes and cancellations: No change fees. Ever. Fare differences may apply (Attachment 1). There is no mention of a cancellation fee or restrictions, so we booked our flights with confirmation number FMZCHA. Upon our plans changing, we needed to cancel our flight. After chatting with an Alaskan Airlines agent (Attachments 2 and 3), we were told we could only be offered a flight credit. We were only told these tickets were nonrefundable after booking, as indicated in the confirmation email (Attachment 4) and agent chat. Furthermore, the only flight credit options offered all expire in June 2025 (see Attachments 5, 6, and 7). Since Alaskan Airlines misled us to believe there were no cancellation restrictions, and only disclosed these restrictions after booking in fine print, I am wanting a complete refund of the $900.40 credit (Attachment 8) to my original payment method.
Business response
06/17/2024

June 17, 2024

Dear ******,

Thank you for your email to the Better Business Bureau regarding confirmation code FMZCHA. 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, the tickets you purchased were non-refundable and booked by you via our website. When purchasing your ticket it is very clear that they are non-refundable. The notation under the main cabin fare on our website is stating that if you need to change or cancel your flight you will not be charged a fee to do so. Some airlines charge fees just to cancel a reservation. My apologies but you are not entitled to a refund of your ticket as it is non-refundable and you had to agree to it prior to purchasing. There was nothing misleading on our website.

******, 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#: ********
Customer response
06/17/2024

Complaint: 21853843

I am rejecting this response because: your website is not clear that this ticket is non-refundable. I have attached evidence indicating how Alaska Airlines' website is misleading indicating an inclusive cancellation and change policy. Please provide evidence indicating how your booking made it clear that the Main cabin fare is non-refundable.

Sincerely,
*************************
Business response
06/25/2024

June 25, 2024

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.

******, the ticket you purchased was non-refundable. When you chatted with our agent regarding this, she advised she would resend the confirmation letter and you would see that it was non-refundable. In addition, prior to actually purchasing the ticket you had to agree to the terms and conditions by clicking on it prior to finalizing the purchase. In the Terms and Conditions it stated your ticket was non-refundable. Also, once you choose your flight, a box comes up with "Make your trip refundable" and provides the cost to do so. Unfortunately, we will not be able to refund your ticket.

I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.

Sincerely,

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

Reference#: ********
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We are on flight 1430 on 6/12. Boarding time 11:11. My ***** and I are traveling together and requested seats together (its ok if we dont sit next to each other but it was worth an ask). The young lady at the desk, *******, I believe its spelled, was extremely rude. Very off putting and I have never experienced this with my favorite airline, Alaska. You need to assess her customer *********************** skills because she is very offensive. Her attitude is disgusting. Please make sure this message gets to her so she doesnt act the same way to your other loyal customers. She didnt make any eye contact and waved her hand in front of us saying NO NO NO. How is that even allowed? I felt like I was at a janky nightclub. Not professional at all. Im never coming back to LAX Alaska again.
Business response
06/13/2024

June 13, 2024

Dear *****,

Thank you for sharing your concerns with the Better Business Bureau regarding your flight on June 12th. 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 an industry where customer ********************** is a key feature, Alaska has always strived to provide exceptional service to our customers. From what you have portrayed, it is apparent that we have failed you in this regard. Along with my sincere apologies, I would like to offer you my assurance that your concerns have been shared with the Los Angeles Customer ********************** Manager for further review.

*****, 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#: ********
Initial Complaint
06/10/2024
Complaint Type:
Customer Service Issues
Status:
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.
Alaska Airlines left our bags in ******* on an empty flight as well as 6 others on our flight.We asked for compensation for expenses incurred.However this was in ******, international, and the stores do not always take card and most did not give receipts or the receipts were lost as it was an 11 day trip. Alaska Airlines is refusing to cooperate and compensate for the terrible predicament they placed us in far away from home.
Business response
06/13/2024

June 13, 2024

Dear *****,

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

Thank you for taking the time to write about your Alaska Airlines flight from ******* to ****** on May 29, 2024. We have received your complaint regarding your delayed baggage and I appreciate the opportunity to address your concerns.

I can understand your disappointment that your luggage did not arrive with your flight, especially since you flew to an international destination. As our guest, you had every right to expect that your luggage would arrive on time at your destination and I truly regret that we did not meet that expectation for you.

I have taken the liberty to review the notes in your case which state that on the day that you traveled, the *************** experienced a baggage belt issue which resulted in a delay in transferring luggage onto our passenger's flights. I was thankful to learn that you received your luggage the next day on May 30th.

Please accept my sincere apology for any inconvenience caused by your baggage delay and that you were required to shop for necessary items since your luggage did not arrive with your flight. As advised during your conversations with our Central Baggage Office and in our previous emails, receipts are required to provide reimbursement for your purchases. While we recognize that some shops did not accept credit cards or give receipts, respectfully, without a receipt we are unable to provide monetary reimbursement. I am sorry that you felt that we failed to cooperate with your reimbursement request, however, as a service-oriented business serving millions of passengers, we have implemented guidelines and procedures to ensure the service each passenger receives is consistent and fair. If you are able to obtain itemized receipts for purchases made while waiting for your luggage, you may submit them to us for review.

According to the notes in your file, during your chat conversation we offered to make an exception to the standard compensation for a 24-hour baggage delay by offering you a $150 Discount Code or ***** miles, which you declined. If you would like to accept the Discount Code or miles previously offered to you, please let us know and we will be happy to send this to you.

*****, thank you for reaching out to us. We value your patronage and apologize that we did not live up to providing you with the remarkable service that you expected. It is my sincere expectation that we will demonstrate the award-winning service you deserve on a future Alaska Airlines flight.

Sincerely,

******
Alaska Airlines

Reference#: 10006714
Incident#: CUNAS10737944
Customer response
06/16/2024

Complaint: 21830580

I am rejecting this response because:

Sincerely,

*******************
Initial Complaint
06/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 8,2024 @ 9:59 pm I purchased a "Saver fare" ticket to fly from *** to ************** on July 2, 2024. The price of the ticket was $88.10. After I made the purchase, I read my email and discovered that my senior group was going to have a picnic on July 2 and I wanted to go to the picnic so I called Alaska airlines on June 9, and asked to cancel my reservation, that I wanted to fly on July 4 instead. I was told that the fare was non-refundable and my request was denied.I went back to the Alaska airlines website and took a picture. It stated: "Free cancellation within 24 hours of purchase." When I was making a new purchase on the Alaska airlines website, there was a statement "Saver fare rules: "No changes allowed Tickets purchased prior to July 19, 2023 are not eligible for refund 24 hours after purchase.Tickets purchased on or after July 19, 2023 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.Since I called to change the flight before the 24 hour free cancellation period had expired, they should honor their statements on their website and refund me the $88.10 I paid for the original ticket.
Business response
06/11/2024

June 11, 2024

Dear *****,

Thank you for sharing your concerns with the Better Business Bureau regarding your flight from *********** to ********** on July 2. 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, there are no notes that state you called to cancel. However, as a one-time exception I will refund your ticket but wanted to make sure you were not going to be using it prior to doing that. Please confirm and then I will refund it.

*****, 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#: ********
Customer response
06/12/2024

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. Somehow you missed the information that I provided: "I called Alaska airlines on June 9, and asked to cancel my reservation, that I wanted to fly on July 4 instead. I was told that the fare was non-refundable and my request was denied." That call was made within the 24 hour free cancelation period. I canceled the reservation on Alaska Airlines website and was told I was given a credit (not the full amount I paid, I was told I would get an email credit or a "wallet" credit but was unable to access either.
lease just credit the account the ticket was charged on.

Sincerely,

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

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