ComplaintsforAlaska Airlines

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Initial Complaint
08/20/2024
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.
Hello,In July I needed to immediately rebook a flight due to the crowdstrike issue that impacted Airlines. I had to start a volunteer program on a Monday and had to book a Sunday flight unexpectedly when my Saturday flight was canceled.I specifically chose to fly Alaska Airlines and first class with me and my daughter from LAX to **************. The Alaska Airlines website explains the size of the seat the seat pitch and the footrest that allows first class passengers to lie back and put their feet up which makes sleeping on an airplane significantly easier for me and my daughter. Due to the fact that we will be flying overnight and arriving in the morning before ***orting to the program I paid the nearly double price of a first class ticket for this benefit.Unfortunately, when we boarded the plane and sat down in first class there was no foot rest and there were no blankets or pillows available for anyone on the plane. I was told that these planes do not have a foot rest and I was also told that they don't hand out pillows and blankets after covid. However, a few weeks later I took an Alaska Airline flight I had already booked to ******************, on this short to our flight I did have a blanket and pillow.I was not able to sleep on the plane because there was no foot rest and I had no blanket and I had no pillow which I had been counting on. My daughter couldn't sleep either. We arrived in ************** Monday morning very tired and had a terrible first day.I contacted Alaska Airlines to explain the problem and show them the advertising I was shown and I am attaching which explains that a foot rest is part of the first class seat I asked Alaska Airlines to reimburse me the difference in price between a coach economy seat and a first class seat for both myself and my daughter.This would constitute roughly $650 total. The Alaska Airlines *** told me that she could offer a $75 voucher per passenger. I told her I needed the full difference in price.
Business response
08/21/2024

August 21, 2024

Dear *****,

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

In reviewing your concerns, I saw that you contacted our ************* Department. After a thorough review of your reservation and our agent's response to your concerns, what she offered was appropriate and we are simply not able to reimburse you the $1,423.00 you requested as you did travel in First Class.

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,

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

Reference#: ********
Customer response
08/22/2024

Complaint: 22170354

I am rejecting this response because a $75 reimbursement per passenger is unacceptable given the blantant false advertising that induced me to purchase a first class ticket. I demand reimbursement closer in-line with the discrepancy between a coach fare and falsely-advertised first class fare.
Also, I need to clear up a confusion regarding the price requested. The total fee for the airline tickets was approx. $1,400 but the price difference was approx. 3x the price of the ticket.
My request therefore is to reimburse me for the difference in the travel fare or to issue a credit on Alaska Airlines: approx $466.
I will accept a $300 reimbursement or credit voucher and recommend that you amend your representations about Alaska Airlines first class offering. The lack of footrest makes the first class seating experience nearly identical to coach.

Sincerely,

*************************
Initial Complaint
08/17/2024
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.
I had a flight schedule back from ********** ****** to *********** 08/08/2024. As I was about to board the plane the flight attendant accused the group I was of being intoxicated. She proceeded to try and get me kicked off the plane. If it wasnt for the captain it would have happened. I had not been drinking nor I was intoxicated. I filed a complaint with Alaska and asked for follow up on how the manner would be handle. Customer agent at ******************** stated that the complaint was filed and thats all that could be done. I would like a call from Alaska and understand how this is going to be dealt with. If the captain had chosen not to come out of the cockpit I would of been left in another country because the flight attendant decided I was a problem.
Business response
08/27/2024

August 27, 2024

Dear **************,

Thank you for sharing your concerns regarding your flight from ********** to ***********. 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. I appreciate your patience while I researched the details of your flight and the circumstances during the boarding process.

After receiving feedback from both Flight Attendants, we are satisfied that the appropriate policies were followed by the Flight Attendants, Captain, and Airport Agents. We rely on our inflight crew to make difficult judgements in the interests of flight safety and sometimes those judgement calls may appear to be overly harsh. The inflight crew must weigh the competing interests of Customer ********************** against the potential hazard of a passenger who is not compliant during flight.

After discussing the situation between themselves, the inflight crew concluded that you were not a posing a risk to inflight safety and the decision was made to allow you to travel. If the process of arriving at that decision caused you any stress, we apologize, but again, the priority for the inflight crew is safety of flight. We will not be providing any compensation for the this situation.

I noted you also expressed concern about being left in a foreign country. If you had been denied boarding, provided that you did not pose a continuing risk to flight safety, the airport agents would have made alternate arrangements for your travel back to *****************, either on Alaska Airlines or by providing a refund and allowing you the opportunity to book travel on an alternate airline.

Thank you for writing. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.
Sincerely,

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

Reference#: ********
Customer response
09/01/2024
Complaint Number: 22157632

I am writing to formally protest the recent incident I experienced on my Alaska Airlines flight.

In my previous correspondence I may not have been clear about the incident or my request to Alaska. To clarify,...

During the boarding process, the flight attendant made a public accusation that our group was intoxicated. She shouted loudly, within earshot of all first-class passengers, "YOU GUYS ARE INTOXICATED! I AM NOT DEALING WITH THIS AGAIN! I'M NOT DEALING WITH DRUNK PEOPLE ON THE PLANE."

This behavior was both unprofessional and unfounded. None of the passengers in our group were intoxicated, and the flight attendant's accusation caused unnecessary distress and embarrassment.

Following this incident, the flight attendant attempted to have me removed from the flight. Fortunately, the pilot intervened and prevented this from happening. Despite her earlier accusation, the flight attendant then proceeded to serve our group alcohol. This inconsistency is deeply concerning and suggests a lack of proper training or adherence to safety protocols.

I am primarily concerned with the flight attendant's inappropriate behavior and the potential risk it poses to future passengers. I believe it is essential that Alaska Airlines investigate this incident and take appropriate corrective action to prevent similar occurrences.

I am not requesting compensation. My goal is to ensure that Alaska Airlines addresses this issue seriously and takes steps to ensure that its passengers are treated with respect and professionalism. I want to be informed on how Alaska chooses to correct this issue.

Sincerely,
*********************
Initial Complaint
08/12/2024
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.
Alaska Airline is the worst airline when it comes to cancellations. Recently we had one instance where we had to postpone our planned trip (booked with Alaska Airlines) for a family of five, because my son was diagnosed with Covid, four days prior to our departure. When we called Alaska to help with cancellation, they told us that they do not entertain cancellations and that we should fly with the individual that was diagnosed with Covid. This happened in July 2024.In August of 2024, we booked another trip with Alaska to travel to *******. But three days before our schedule travel, another child met with an accident and we requested Alaska to cancel his and his mom's tickets, as he needed to be taken care at home. Once again Alaska has refused to accommodate us. They refused to even postpone those tickets. They told us that we will have to cancel those two tickets at a financial loss and with no help of rescheduling a future trip. Our family advice to all. PLEASE DO NOT FLY WITH THIS AIRLINE. They nickel and dime you for everything anyways. And then you add their complete irresponsible responses to their customers' travails should not be tolerated.I will also be filing a complaint with ********************************* about this airline.Regards ********
Business response
08/15/2024

August 15, 2024

Dear ********,

Thank you for your email to the Better Business Bureau regarding the issues you have had when trying to change or cancel your flights.

To suit the travel needs of a diverse customer base, ******************** offers a wide variety of fares, from value-oriented, advance-purchase fares that come with certain restrictions, to our full flex fares, which carry little or no restrictions. The number of tickets sold at each fare level is carefully managed by the airline to ensure the fine balance between competitive fares that offer a good customer value and providing for a margin of profit. To allow for a reasonable margin of profit on each flight, an airline will generally have certain guidelines and restrictions for tickets available at each fare level, such as an advance booking requirement, minimum or maximum stay, or season-, date-, time-, or flight-specific availability. In most cases, the lower a fare is, the more restrictive the associated guidelines may be. The tickets you purchased were our most restricted fares - a Saver fare. Although I am sure our agents would not advise that you have your child fly with *****, they did advise you of the correct policies regarding your tickets.

********, 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
08/08/2024
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.
Sister got hurt on the job and we need a lawyer injury caused her to get surgery
Business response
08/20/2024

August 20, 2024

Dear *******************,

Thank you for your email to the Better Business Bureau regarding your sister's injury. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.

I was sorry to hear your sister was hurt. Unfortunately, we do not provide recommendations for attorneys. I am unclear as to exactly what happened with your sister and where.

As always, thank you for flying with us. We look forward to your reply.

Sincerely,

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

Reference#: ********
Initial Complaint
08/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a refundable ticket for Alaska airline in July 2023 for a flight in Dec 2023. I canceled the flight in ******* 2023 and never received a refund. I only recently realized I received a certificate credit and when I tried to use it. The credits were expired! This is unacceptable! I paid extra money for a refundable ticket, and now I all my money is gone! Please assist. I would like my money back in total, but I will settle for flight credits. Alaska airlines was not transparent about the type of refund I would receive and were not transparent about my certificate expiring.
Business response
08/07/2024

August 7, 2024

Dear *******,

Thank you for your email to the Better Business Bureau regarding your unused ticket for travel in December of 2023. 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 ticket information, the ticket was a non-refundable ticket, not refundable. Therefore when you canceled it on our website, you were issued Residual Value Certificates on December 12, 2023 which had the expiration date on them also. They were sent to the following email address: ******************.
I did see, however, that you called into our *********************** and an agent made a major exception to provide you with a Discount Code for the value of your expired Residual Value Certificates.
It is important to note that prior to purchasing your ticket, you were advised it was non-refundable and had to check the boxes stating you agreed to the Terms and Conditions of the ticket. In addition, when you canceled your ticket on our website, you were also advised that you would be receiving residual value certificates.

*******, 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
08/09/2024

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. I did talk to Alaska customer ********************** and they supported me. Although I think it is not best practice to offer a credit that expires.

Sincerely,

*************************
Initial Complaint
08/02/2024
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.
Nature of complaint: Price gouging - I purchased a roundtrip travel ticket from Alaska Airlines on 04/20/2024, flying from SEA to ATL on 6/22 and from ATL to SEA on 6/29. On 6/22, I missed boarding for my flight from SEA to ATL. I called Alaska Airlines customer ********************** to have my flight changed to the next available flight on the same day. The plane for the original ticket purchase took off while completing the flight change transaction, thus I was charged the full price of the one-way ticket from SEA to ATL instead of a change fee. Additionally, when I completed the transaction at 6:44 am PDT, Alaska Airlines advertised that there were only first class tickets available for the next available flight (flight 334, taking off at 10:46 am PDT from SEA to ATL). The first class ticket was advertised at $1936.20. The price I paid for my original roundtrip travel purchase ($946.20) was applied to my ticket and I was charged an additional fee of $990. At 8:55am PDT (11:55am EDT), the website advertised that seats in all other cabins on the flight were available for purchase, and the price of first class ticket was slashed by more than 50% and now advertised at $729. At approximately 10:00 am PDT, prior to boarding, I approached the information desk at the gate for my flight and asked for a refund. I was told that I would need to call customer **********************. As the flight was getting ready to board, I waited to call customer ********************** after my flight. The information desk did not state to call before takeoff. When I called customer **********************, I was told that nothing could be done since the flight had already taken place. I reached out to customer ********************** again to have the issue escalated. I was provided a $100 discount code to apply to another flight and asked to send screenshots. I sent screenshots and was told Alaska airlines would do nothing more to resolve the issue. (The email communication I sent states times are standard, not daylight. I misstated as a force of habit).
Business response
08/05/2024
August 5, 2024

Dear Victoria,

Thank you for your reply to the Better Business Bureau regarding your recent communication with our ************************ and your flight from ******* to ******* on 6/22. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.

I have thoroughly reviewed the situation and all of your documentation and have determined that our agent handled this appropriately. Unfortunately, we cannot offer you any additional compensation or a refund of the difference in fare you paid.

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 customer and will take any and 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,

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

Reference#: 10105881
Initial Complaint
08/02/2024
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 had booked a flight for August 1st departing @ 10:30 PM Arriving at ********* at 1 AM at 2nd of August. When I arrived at ****** They mistakenly told me my flight was is on August 6 . And charged me an additional $360. To make the flight on time. Confirmation number cgnoeo. I explained to the supervisor on the phone that Something is wrong with the program I simply was ignored.
Customer response
08/02/2024
Also and including what Alaska airlines has done is also changed my return trip from arriving in ******* from at 7:25 AM . And changed it to a 11 PM arrival. Make it very inconvenient because I have work. Confirmation cgnoeo . I think what they have done and are doing is not right and not fair.
Business response
08/05/2024

August 5, 2024

Dear ******,

Thank you for your email to the Better Business Bureau regarding your recent flight to Anchorage. 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, it was booked via our website and the date you had selected was August 6th, so our agent was correct in charging you the difference in fare. However, I did see that you contacted our ************************ and spoke with one of our agents who offered you a $300 Discount Code and you accepted 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#: ********
Initial Complaint
08/01/2024
Complaint Type:
Order 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.
On March 28, 2024 I purchased an Alaska Access pass from Alaska Airlines. It was offered as a $5/month pass that gave users 1 free Wi-Fi passcode to use per month, as well as early access to sale emails. It required a 12 month commitment, which I understood. However, since joining, I have tried to use the free Wi-Fi pass on several flights and had it not work. It's only worked once for me. I have yet to receive an early access sale email. Net, after 5 months with this program I have been able to use the benefit exactly once. I called to cancel and complain directly to them that the program was not working for me and to ask for the monthly fee to be cancelled but they refused, saying that I signed up for a year. I did not sign up to pay for something that doesn't work. It's false advertising and I would like a resolution.
Business response
08/12/2024

August 12, 2024

Dear ********,

Thank you for your email to the Better Business Bureau regarding the Alaska Access Pass. 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.

I am so sorry that you have not received the service you expected. Please email the following for assistance: *********************** They will be able to assist you with your concerns.

********, 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
08/13/2024

Complaint: 22076632

I am rejecting this response because it doesn't solve my issue, as I was unable to use the services that were promised (accessing free WiFi onboard). Everyone I have talked to at Alaska Airlines has not offered a remedy to my issue. I would like to have my contract cancelled.

Sincerely,

*************************
Business response
08/16/2024

August 16, 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.

As stated in my previous email:

I am so sorry that you have not received the service you expected. Please email the following for assistance: *********************** They will be able to assist you with your concerns.

Sincerely,

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

Reference#: ********
Initial Complaint
07/29/2024
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 recently purchased two plane tickets (for myself and husband) from *** to ***, then found out I had an urgent medical appointment that I needed to attend, therefore I needed to change my return flight to a day later. I attempted to speak to the Alaska Airline *** over the phone to see what can be done and make the appropriate changes. This *** was extremely rude and dismissive, and refused to be flexible with any changes to be made. Basically telling me to deal with it by rebooking on my own and to pay more for this change. I have higher expectations for this airline and hold them to the utmost professionalism. Unfortunately this was not the case in this scenario. I am requesting a partial airline refund/credit to make up for this and for the flight change I direly need to make as soon as possible or allow me to make this change without consequences through the airline.
Business response
07/31/2024

July 31, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding the change you needed to make on your ticket from ****SFO. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.

So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with your confirmation code and/or ticket number and date of travel.

As always, thank you for flying with us. We look forward to your reply.

Sincerely,

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

Reference#: ********
Customer response
08/05/2024

Complaint: 22062441

I am rejecting this response because: I've already paid for another return ticket which is refundable. If something can be done with our current Alaska air return trip so we return one day later or compensation for the inconvenience that will be appreciated. The confirmation is - YRPGAH

Sincerely,

*************************
Business response
08/17/2024

August 17, 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.

We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.

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 customer and will take any and 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,

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

Reference#: ********
Customer response
08/17/2024

Complaint: 22062441

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
07/21/2024
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.
My 5/10/2024 connecting flight ( Alaska ******* Flight # AS717. Departure: 8:47 pm. Arrival: 10:22 pm ) from ********* (***) to ************* (SFO) was delayed over 2 hours. When the plane touched down in ***, my EVA ******* flight ( Flight # BR17. Departure: 5/11/2024 at 00:50 am ) already left the gate, I missed my flight. Alaska ******* arranged a next day flight for me on United ********************** flight # UA949 that departs at 1:10pm on 5/11/2024. One of the customer ********************** agents advised me over the phone to pay for the lodging first and get a reimbursement after my vacation, I spent a night at the DoubleTree by ****** at ************************************************. ( Tel: ************** ) for $158.51. When I returned from my vacation and called Alaska Airlines, the ******* rejected my claim, the ******* said it is not their fault, It's the FAA's fault that caused the delay. I am filling this complain against Alaska Airlines for the extra cost incurred on my trip due to the fault of Alaska Airlines. Here is the breakdown of my claim: $40.88 for a ride (Lyft) from SFO to Double Tree Hilton, $158.51 for a night at the ******************. $262.00 for the extra legroom seat on United **********************. I paid extra for more legroom on the Eva ********************** flight that I missed because I have long legs. Total claim againt Alaska *******: $461.39. Thank you for your assistance.
Business response
07/23/2024

July 23, 2024

Dear ****,

Thank you for your email to the Better Business Bureau regarding your flight from ********* to ************* on 5/10/2024. 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.

I am very sorry that your flight was delayed which caused you to miss your connecting flight on ***************** reviewing your concerns, I did see that you had contacted our ************************ and they had advised you correctly that we do not reimburse expenses incurred for a delay/cancellation that was not in our control. Our records indicate that your flight was delayed due to Air Traffic Control as the President was in the area.

****, 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
07/23/2024

Complaint: 22020557

I am rejecting this response because:
( 1 ) Alaska Airlines failed to bring me to the connecting point on time that caused me to miss my international flight. My travel plan was interrupted which resulted my financial loss from extra travel expenses.

( 2 ) Alaska Airline failed to deliver its promise that I can get my reimbursement after my trip.

( 3 ) Alaska Airline denied its responsibility and blamed the situation was beyond its control.

( 4 ) Alaska Airlines failed to deliver its service and doesn't care of its customer, the response on the last paragraph of the letter is just a copy and paste SOP ( standard operation procedure ) response. ****, it is my hope that your future flights with us 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 abroad another Alaska flight soon
I had a very bad experience on my last flight with Alaska Airlines, I have a very bad experience with the current SOP response from Alaska Airline. I do not believe my future flight with Alaska Airline will be a pleasant one.

( 5 ) I demand my money back.

Sincerely,

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

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