ComplaintsforAlaska Airlines

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Initial Complaint
01/02/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Attempted to contact regarding my $500.00 credit that was due to expire on 12/31/2021. I received a text regarding that it was discarded due to call volume. I logged on today 1/1/2022 and my credit was gone.
Business response
01/02/2022
January 2, 2022

Dear *****,

Thank you for your email to the Better Business Bureau regarding your expired travel certificates.

As a customer service gesture, I am including a Discount Code for the value of your certificate rounded to the nearest $25. Please reference the appropriate code below at the time of booking. To use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form.

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. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. Discount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed fares. Complete Discount Code rules and restrictions can be found online at alaskaair.com.

***** *****, Discount Code ******************, in the amount of $475

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 response
01/02/2022

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, Please provide the pin number associated with the discount code

***** ***** ***
Initial Complaint
12/30/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked a flight on Alaska Airlines in March 2020 and had to cancel the flight due to the pandemic. I was given a credit for the flight that expires on 31 December 2021. However, I am an active duty service member and PCS to an area that Alaska airlines does not fly to. Although Alaska Airlines has a partnership with American Airlines, I cannot use the funds to purchase an American Airlines flight though the Alaska website. I attempted to contact customer ********************** and there was a 10 hour wait time. The Certificate Code is GXGEFL6JKPC1QDFA I would either like a refund on my flight ticket or for Alaska airlines to allow me to use those funds on a partner airline since Alaska does not fly to where I live.
Business response
01/11/2022

January 11, 2022

Dear Connor,

Thank you for your email to the Better Business Bureau regarding your expired residual value credit certificate.

Because Alaska will always err on the side of its customers, I am pleased to be able to authorize a refund of your credit. You should see a credit within 7 business days back to the credit card you used to purchase the ticket. Due to financial institutions having varying timeframes for posting credit, please contact them if you do not receive it in 7 days.

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#: 7123796
Customer response
01/11/2022

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
12/27/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This refers to complaint (alaska Reference#: ******* )submitted to alskaairlines on 12/17/2021. So far received only acknowldgement and no further response. As of now i have been listening to announcements for the last 41 minutes on the Phone: ************** they provided to call - announcments still conitnuing.Isues submitted to them are as follows:Ref: Recent trip dates 12/4-11/15. Why was I not allowed to use money in my wallet for luggage? Extremely disappointed with such tactics. 1) held me hostage by not refunding cancellation of pandemic flights. 2) not allowing to use it. 3) setting expiry date. While happily using taxpayers funded pandemic rescue money. Please refund remaining $396.00 in my wallet asap On a side note: other friends and family rceived full refunds from other airlines. Jet blue set more generous expiry as compared to alaska,So called Alaska Airlines ************* is still make announcements.
Business response
12/28/2021

December 28, 2021

Dear Iftikhar,

Thank you for your email to the Better Business Bureau.

I would like to sincerely apologize for the long hold time you experience when trying to contact our ************************ and have taken the time to thoroughly review this matter and your concerns.

Our records indicate that you contacted our ************************ today with regard to your wallet funds. While we are unable to offer a refund of the wallet funds back to a credit card, I see that you were offered a $400 Discount Code to cover the expiring balance in your wallet and which will be issued and sent to you on 1/7/2022.

As explained to you over the phone, wallet funds can only be redeemed toward the purchase of a new reservation on our website www.alaskaair.com, not toward bag fees.

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 response
12/29/2021

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
12/27/2021
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.
On 12/26/21 I had a flight reserved at the price of 300$. Due to covid and wether condition flights were cancelled, which is understandable. Moreover the airline was unable to find an alternative flight, which is also understandable as there are a limited amount of spots on any given flight and this is a busy time for airlines. What is unacceptable is that they had me reschedule my own flight, and for the dates following my scheduled departure I would have needed to pay 600$ to 1000$ more dollars. I had to get a flight 3 days later (on the 30th). What I find shocking is that they had alternative flight, but they seem to be reserved for people that are able to spend hundred of dollars on it. If they cancel flights they should at least allow to get the earliest comparable fare at no cost, not to mention my personal cost of finding accommodations for the next three days. This is a blatant attempt to make money off of the cancellation. I understand they have no control over the weather, but they should not make people pay at least three times as much to reschedule the flight in a timely manner. That is outrageous. I would have been fine if the flights on the 28th and 29th were fully booked, but they are keeping them open for people who have the money for it. As a bear minimum they shouldn't be profiting off of the situation.
Business response
12/28/2021

December 28, 2021

Dear Matteo,

Thank you for your email to the Better Business Bureau.

I was sorry to hear that you were requested to reschedule your own flight and would have had to pay a difference in fare between $600 and $1000. I would be more than happy to review your reservation.

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 the confirmation and/or ticket number. Please reply to this email with scanned copies of your receipts attached; the acceptable file formats are: jpg, gif, png, tif, bmp, pdf. If you wish to mail or fax your receipts, please include your reference number found at the bottom of this email and send your documents to:

Alaska Airlines Customer Care
PO Box *****
***********************************

Fax: ************

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

Sincerely,

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

Reference#: 7027354Tell us why here...
Initial Complaint
12/27/2021
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.
The company disconnected me 3 times after waiting on hold to get help regarding a flight after waiting on hold for over 13 hours (I have pics). I begged and pleaded multiple times to help me and they ignored me as they blatantly helped others.
Business response
12/28/2021

December 28, 2021

Dear *****,

Thank you for your email to the Better Business Bureau. 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 about the long hold time and that you were disconnected three times after waiting on hold to get help with your reservation.

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. Please reply to this email with scanned copies of your receipts attached; the acceptable file formats are: jpg, gif, png, tif, bmp, pdf. If you wish to mail or fax your receipts, please include your reference number found at the bottom of this email and send your documents to:

Alaska Airlines Customer Care
PO Box *****
***********************************

Fax: ************

Also, I would be more than happy to contact you directly to discuss this matter with you in further detail and address your concerns. Please advise me the best time to reach you.

We look forward to your reply.

Sincerely,

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

Reference#: 7025231Tell us why here...
Initial Complaint
12/25/2021
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.
our Christmas flight was cancelled supposedly because of weather. We were notified on12/24 after only one notification on my sons separate ticket. We received notification for our tickets later causing us to believe our new tickets were also cancelled. We called and played games until they found a ticket for the 27th. We were offered 3 $150 vouchers ( never received) and an offer to fly our dog free. The offer is not on our reservation. When we called customer care the First **** was nice but we asked to escalate it. The supervisor was rude and basically said too bad when I asked to escalate she said her supervisor doesnt speak to customers and she doesnt handle complaints. I just want what I was promised (the vouchers) and an apology for such rude service. You ruined our Christmas, left me and part of my family stranded, I ran out of much needed medication, had to find a way home( our ride wasnt available on the 27th) and had to pay for 3 more nights at a hotel. You claimed weather even though Alaska still flew out of ******* and every representative we talked to had to go find out why it was cancelled. At one point we were told it wasnt cancelled then it was mechanical and then weather- all on the same call. I think you settled on weather so you didnt have to compensate us.
Business response
01/08/2022

January 8, 2022

Dear Hansja,

Thank you for your email to the Better Business Bureau. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.

My apologies for your recent experience when trying to fly from ******* to ***********. As you are undoubtedly aware, the ******* area was experiencing a winter storm the likes of which we have not seen in a very long time. Your flight was most definitely cancelled due to weather. Unfortunately, I am unable to offer you additional compensation as this was a situation that was beyond our control.

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#: 7006707
Customer response
01/08/2022

Complaint: 16398846

I am rejecting this response because: You did not address the rude, obnoxious, hateful customer care representative that I spoke with. Being told that if I complained that she would cancel my reservations if not OK. I was stuck 425 miles from home due to cancellations. Missed visiting with my Military son and even though you say weather. When I arrived in ******* ( the morning of my cancelled flight) the sun was shining it was in the high 20's and you just continuously delayed and cancelled flights. You own podium agent told us it was cancelled so you could catch up. Catching up should not be on my dime! My dog was left behind because YOU said she couldn't fly but other people with medium and large dogs had their dogs on our flight and I assure you they were not SERVICE DOGS> I asked them.

Sincerely,

Hansja Braam
Initial Complaint
12/25/2021
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.
Hello my name is *****************************, Mileage Plan #: *********. I have $674.70 in credits on my account which were created after my wife and Is trip was cancelled due to COVID and the Canadian border closed. They are set to expire on Dec 31, 2021, however my wife is pregnant and not medically cleared to travel until next year after our baby is born. Given the current high-risk environment with this pandemic and our unique situation, wed ask if Alaska Airlines would please honor a one-time extension so our credits dont go to waste. I attempted to reach out to Customer ********************** and was told no extensions would be granted. I find this unacceptable. The voucher codes are GA1EL9MYTK8XJSFL and GK7WY8TN3JQH6AFL.
Business response
01/08/2022

January 8, 2022

Dear ********,

I appreciate that you took the time to contact the Better Business Bureau regarding your residual value certificates.
In reviewing your concerns, I see that you were able to purchase tickets using your certificates for travel in September. Please let me know if there is anything I can do for you.

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#: 7110707
Initial Complaint
12/21/2021
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 parents purchased first class tickets from ********* to ***************, since my stepmom had a brain injury and could not walk for 3 years and is still non ambulatory. They purchased the first row seat so they could bring her up the ramp on the wheelchair and not have her walk more than a couple of steps. However, Alaska airlines made her load from the back of the plane and the wheelchair could not fit in the aisle and she had to walk from the back of the plane to the front seat, with the entire passenger load waiting for her. He filed a BBB complaint and Alaska asked for more information, he provided the information, and then the BBB closed the complaint as unresolved without giving that information to Alaska airlines. The requested information is as follows:The flight was November 14 from *************** to ********* International. The departure time was late afternoon, and was changed so many times, but I believe it was flight 217.The staff was apologetic, and offered us chocolate bars, but that's not satisfactory. A refund is appropriate.Sincerely,***********************************
Business response
12/23/2021

December 23, 2021

Dear Persephone,

Thank you for your email to the Better Business Bureau. You and I had talked yesterday and I believe all is taken care of.

Again, thank you for talking with me. Have a wonderful holiday season.

Sincerely,

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

Reference#: 6950369
Initial Complaint
12/19/2021
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 air flight was delayed. I asked gate agent to assist in rescheduling for different flight or different destination or simply cancel for refund. Agent was extremely rude and unhelpful. Ultimately ended in threats from company rep. **** follow up Ak airlines customer care refuses to a knowledge what happened nor will they have anyone reach out to me, so as to gather information to make a determination surrounding the offence. Super poor customer **********************. Not what I am accustomed to experiencing with this carrier. AK M.O. concerning complaints to BBB has been and is currently to claim resolution, thereby eliminating most BBB complaints. When in reality Ak air never contacted me via phone nor did they at any time acknowledge my accusations let alone any validity to as much.
Business response
12/23/2021

December 23, 2021

Dear *******,

Thank you for your email to the Better Business Bureau. We are currently in the process of reviewing your concerns. You should receive a response soon and we apologize for the delay.

Sincerely,

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

Reference#: 6837383
Initial Complaint
12/14/2021
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 booked tickets to fly to ****** 2 years ago as the pandemic started. We tried to get our money back from cheapoair several times and they say refunds have to be issued by Alaska airlines. Its been two years and we would really just like to start over with booking our family trip because it involves several people and there schedules and an infant who is now a toddler. We have a lot of difficulty speaking with cheapoair due to limited English but did speak with Georgia the other day about this complaint. She says any type of refund must come from Alaska airlines. They refuse to give a refund and have basically held our money for the last two years. We want to take the trip but feel that having to work through two entities has been a real problem. We would like to stay with Alaska airlines and just work with them. And not cheapoair anymore. Or get our money back so that we can start over. Booking number ********. And Georgias phone is ************. There are also two people who payed for this trip with our cards. ********************* and ********************* Phy ******. We are supposed to book our flights again by the end of the year. This has been two years of extensions as well.
Business response
12/15/2021

December 15, 2021

Dear *****,

Thank you for your email to the Better Business Bureau regarding your unused tickets to ******. If you would be so kind as to provide me with either the ticket numbers or Alaska Airlines confirmation code, I will look into this for you.

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#: 6973571

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