ComplaintsforAlaska Airlines

• Initial Complaint

  08/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the early morning of July 2nd, Alaska Airlines rebooked me from a 9:25 PM departure (AS470) to a 7:00 AM departure (AS406) WITHOUT NOTIFYING ME. I missed my flight and was forced to by expensive replacement flights. Alaska claims that cxLoylalty, the ticket vendor, is to blame for not providing contact information with my booking. CxLoyalty claims they did everything correctly. Neither party has produced any evidence that they ever handled my reservation correctly. It is completely unacceptable that cxLoyalty and Alaska should be allowed to conduct themselves in such a sloppy manner. Why am I, a taxpayer, expected to bail these companies out so they can turn around and sell me a fraudulent ticket? Alaska Airlines and cxLoyalty should not be allowed to conduct business with each other if they do not have a system in place to communicate passenger information!!

  Business response

  08/24/2021

  
  
  
  
  
  
  August 24, 2021
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau.
  
  Schedule changes are a common occurrence in the airline industry worldwide, as airlines change their schedules every few months to accommodate ever-changing seasonal fluctuations in demand. When a schedule change does happen, our automated schedule change systems go to work to find the best alternative arrangements for your itinerary and make every effort to notify you via email or telephone. While our scheduling agents do their utmost to keep changes that negatively affect our customers to an absolute minimum, there will inevitably be some changes that greatly inconvenience one or more of our customers. In such instances, we understand that our suggested alternative may not work and will do our best to offer viable options, including itinerary date or time changes with no change service fee or a full refund. That said, I intend to share your concerns with our Scheduling and Planning Manager as feedback on the schedule change that affected your itinerary.
  
  I have taken the time to thoroughly review this matter and your concerns. Upon conclusion of my review it was determined that we sent the information on the schedule change to the travel agency on 4/11/2021, and it is up to the travel agency to update the record. Since you booked your reservations directly through a third party, i.e. a travel agency. It is the responsibility of the third party to inform you of any schedule changes, flight delays and/or cancellations due to the fact that often time your contact information, meaning email address and/or phone number.
  
  Our records indicate that a refund of ticket number ************* for yourself and ************* for ******************* was processed in the form of a credit certificate GZM3KH2BX1ZECFGT and G17EQ4HMZ89TYJGT in the amount of $198.40 each on 7/15/2021. However, as a service gesture, I would be willing to void the two previously issued credit certificates and submit a request to our ********************* to have them process a refund in the total amount of $396.80 back to the credit card ending in *****. Also, I see that we offered each of you a $500 Discount Code as a service gesture and for the inconvenience this situation caused you both. This offer still stands. Please advise me how I should proceed.
  
  ******, 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

  08/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 7, 2021 I purchased round trip airfare for myself and my two sons from Portland, Oregon to Dallas, Texas leaving August 22, 2021. The cost was 784.40 in total. This was prior to the Delta variant of Covid-19 becoming dominant or even being detected in my area. Today, Aigust 19, 2021, my son in Texas, who is the sole reason for our trip to Texas, informed me that he has Covid. Alaska Airlines has told me "use it or lose it." They will not offer a refund, delay, change or credit of any kind. I don't want to expose my children or myself to Covid, nor do I want to travel to a city that is over run with cases AND not be able to see my son because he has to quarantine. I am requesting a refund of the cost of airfare so that we can wait until it is safe to travel to visit family.

  Business response

  08/20/2021

  
  
  
  
  
  
  August 20, 2021
  
  
  Dear ******,
  
  Thank you for your email into the Better Business Bureau.
  
  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 code and ticket numbers of your reservation for travel on August 22, 2021. 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 13670
  Des Moines, WA 98198-1009
  
  Fax: 206-433-3477
  
  As always, thank you for flying with us. We look forward to your reply.
  
  Sincerely,
  
  
  
  Jenni C****
  Customer Care Specialist
  
  
  Reference#: *******

  Business response

  09/02/2021

  
  
  
  
  
  
  September 2, 2021
  
  
  Dear ******,
  
  Thank you for your response to the Better Business Bureau and providing the requested information.
  
  Our records indicate that the reservation with the confirmation code: ****** for travel on 8/22/2021 and 8/26/2021 for yourself, ******* and **** is in refund status and the below credit certificates were issued for the value of each of your tickets and deposited into your online wallet:
  
  Certificate Recipient Recipient's Email Issued Expires Status Issued Amount Available Balance
  **************** **********@gmail.com 8/25/2021 06/07/2022 Active $128.40 $128.40
  
  History
  
  Date Transaction Remarks Amount
  8/25/2021 2:23:37 AM RefundCreditDeposit RefundSourceID L082413858 + $128.40
  8/25/2021 8:54:48 PM CreditDeposit Deposited into wallet: 305470373 - $0.00
  
  RV - Credit Certificate
  Terms and Conditions
  
  Certificate Recipient Recipient's Email Issued Expires Status Issued Amount Available Balance
  **************** **********@gmail.com 8/25/2021 06/07/2022 Active $128.40 $128.40
  
  History
  
  Date Transaction Remarks Amount
  8/25/2021 2:23:37 AM RefundCreditDeposit RefundSourceID L082413857 + $128.40
  8/25/2021 9:00:10 PM CreditDeposit Deposited into wallet: 305470373 - $0.00
  
  RV - Credit Certificate
  Terms and Conditions
  
  Certificate Recipient Recipient's Email Issued Expires Status Issued Amount Available Balance
  G8K7LBMH9CF4NWGD **********@gmail.com 8/25/2021 06/07/2022 Active $128.40 $128.40
  
  History
  
  Date Transaction Remarks Amount
  8/25/2021 2:23:37 AM RefundCreditDeposit RefundSourceID L082413855 + $128.40
  8/25/2021 9:03:12 PM CreditDeposit Deposited into wallet: 305470373 - $0.00
  
  RV - Credit Certificate
  Terms and Conditions
  
  Certificate Recipient Recipient's Email Issued Expires Status Issued Amount Available Balance
  **************** **********@gmail.com 8/25/2021 06/07/2022 Active $128.40 $128.40
  
  History
  
  Date Transaction Remarks Amount
  8/25/2021 2:23:37 AM RefundCreditDeposit RefundSourceID L082413853 + $128.40
  8/25/2021 9:01:53 PM CreditDeposit Deposited into wallet: 305470373 - $0.00
  
  RV - Credit Certificate
  Terms and Conditions
  
  Certificate Recipient Recipient's Email Issued Expires Status Issued Amount Available Balance
  **************** **********@gmail.com 8/25/2021 06/07/2022 Active $128.40 $128.40
  
  History
  
  Date Transaction Remarks Amount
  8/25/2021 2:23:37 AM RefundCreditDeposit RefundSourceID L082413849 + $128.40
  8/25/2021 8:49:52 PM CreditDeposit Deposited into wallet: 305470373 - $0.00
  
  RV - Credit Certificate
  Terms and Conditions
  
  Certificate Recipient Recipient's Email Issued Expires Status Issued Amount Available Balance
  **************** **********@gmail.com 8/25/2021 06/07/2022 Active $128.40 $128.40
  
  History
  
  Date Transaction Remarks Amount
  8/25/2021 2:23:37 AM RefundCreditDeposit RefundSourceID L082413846 + $128.40
  8/25/2021 9:04:18 PM CreditDeposit Deposited into wallet: 305470373 - $0.00
  
  ******, we value your patronage and look forward to welcoming you aboard an Alaska flight soon.
  
  Sincerely,
  
  
  
  Jenni C****
  Customer Care Specialist
  
  
  Reference#: *******

  Customer response

  09/03/2021

  
  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

  08/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I overpaid **** to Alaska Airlines credit card. They claim a check was sent in June and check never came. My address was reconfirmed multiple times. I receive bills to my address and believe my refund should be sent. They sent another check on 8/27/21 and told me to wait 14 business days. Check never came. I called again and requested my.money be ***** to me. I was told they only ***** credit cards to customers.I asked to transfer money To my bank and was told they could not do this.

  Business response

  08/20/2021

  
  
  
  
  
  
  August 20, 2021
  
  
  Dear *****,
  
  Thank you for your email into the Better Business Bureau.
  
  At Alaska, we take pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan members. As a substantial part of our business involves the Mileage Plan program, we have a vested interest in seeing that you enjoy a pleasant and smooth interaction with our partners. On behalf of Alaska and the Mileage Plan, I regret the recent unpleasant experience you encountered when patronizing **** of America. As we choose our business partners carefully and are always interested in receiving feedback such as yours regarding your experiences with our partners, I have shared your comments with our Customer Loyalty and Marketing Programs Director.
  
  Unfortunately, as this appears to be a **** of America related issue and can only be resolved by **** of America, I will need to refer you directly to **** of America to better assist you and address your concerns.
  
  *****, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  *********************
  Customer Care Specialist
  
  
  Reference#: 6711687Tell us why here...

*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. ↩