Alaska Airlines

Below is a copy of our second response sent 11/Please let me know if this is still insufficient for your insurance purposes, and I would be happy to rewrite it Trisha V [redacted] Customer Advocacy Specialist November 27, 2015Dear [redacted] ,I appreciate that you took the time to contact Alaska Airlines with regard to your delayed flight.Our records indicate that [redacted] was confirmed on Alaska Airlines flight 34on 11/21/from Seattle to Chicago with a scheduled departure time of 8:am and an arrival at 2:pmRegrettably, Air Traffic Control delayed this flight due to snow and ice in ChicagoAlaska Airlines flight arrived in Chicago at 4:34pm but did not arrive at a gate until 6:pm local time, again due to Air Traffic Control in Chicago[redacted] , thank you very much for callingWe look forward to welcoming you aboard an Alaska Airlines flight in the near future.Sincerely,Lauren H***Customer Care SpecialistReference#: [redacted]

April 29, Dear ***, Thank you for sharing your comments regarding your flight on 4/28/It's our goal to make sure every trip you have on Alaska goes smoothlyThe best way for us to do that is hearing from you Because our customers count on us for an orderly and on-time departure, we have instituted a cheprocedure that requires our customers to be checked in at a minimum of forty minutes prior to the scheduled departure time and available for boarding at the departure gate at a minimum of thirty minutes prior to the scheduled departure timeAt ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departureThere may be stricter airport-specific cheprocedures that vary from airport-to-airport; therefore, we always recommend reviewing our “Travel Info” on alaskaair.com prior to your flight for the most up-to-date informationAllowing customers to chelate may delay the flight, as it affects many behind-the-scenes fuel, baggage, and weight-and-balance calculations being performed by our pilots and dispatch personnelTherefore, in fairness to all our customers, we must respectfully decline late cheattemptsIn review of our records, we found that you attempted to cheat the Fairbanks chekiosk at minutes prior to your scheduled departure timeAccordingly, this was too late and the reason that it was necessary to rebook for a later flightI sincerely apologize that this procedure inconvenienced you on your recent trip and hope your future air travels go smoother ***, we value your patronage and look forward to welcoming you aboard another Alaska Airlines flight soon Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

August 11, 2017Dear ***,Thank you for contacting the Revdex.com I found that you had previously contacted our Customer Care Department regarding your concerns about the seatingI have include their response below again for your reference I apologize for any misunderstanding regarding the seats that you purchasedWe do not charge for coach seatsWhen booking a ticket, there are times when a coach seat may not be available for pre-assignmentHowever, you are still guaranteed a seat on the flight, you will just be assigned the seat number on the day of travelThat said, the charge that you paid was for an upgrade to Premium ClassThe reason for the charge is because you are selecting a seat that comes with additional amenities, such as but not limited to; complimentary cocktails, more legroom and early boardingYou certainly are not required to purchase those seats if you do not wish toI regret any confusionUnfortunately, we are unable to refund the charges for the seats, since the service was provided As always, thank you for flying with usWe hope you'll give us the opportunity to exceed your expectations on another flight.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted] June 7, 2017Dear ***,I appreciate that you took the time to contact Alaska with regard to your seat assignments I'm sorry to hear about your disappointmentThere are times, on very full flights, that you can't pre-reserve a seat until the day of departureThe alternative to that is to pay in advance for a premium cabin seat insteadI'd be happy to pass on your feedback.As always, thank you for flying with usWe hope you'll give us the opportunity to exceed your expectations on another flight.Sincerely,Linnea K [redacted] Customer Care RepresentativeReference#: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is excellent! The response I received from Alaska Airlines was thoughtful and very well written I feel so thankful that my favorite airlines took my complaint seriously I love Alaska Airlines and this was the first bad experience with their incredible staff Thank you again for making me feel heard and validated Sincerely, [redacted] ***

August 18, 2015Dear [redacted] ,Thank you for contacting the Revdex.com regarding your recent travel After investigating your concerns, I found that you have already been in contact with our Customer Care DepartmentI regret that you consider our response as inadequateWhile we are empowered to make independent decisions based on each customer’s unique circumstances, we also operate within standard guidelines to ensure all customers are treated equally and fairlyAccordingly, I am unable to offer a refund of the additional fare paid, since it has been determined that you were late for your flightOnce again, I would like to express my sincere regret that you had a negative experience with Alaska AirlinesBecause we recognize and emphasize the importance of customer service, we will always err on the side of our customer and will take any and all necessary steps to handle each person appropriatelyThat said, I do feel that we have handled this matter appropriatelyWhile I would prefer to reach an agreement with you in this situation, I must consider this case closedMy 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,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted] August 7, 2015Dear [redacted] ,Thank you for your reply to my recent communicationFrom what you expressed in your reply, I can certainly tell this has been a frustrating experience for youFirst and foremost, I want to assure you that I have reviewed this matter thoroughly to ensure we have done all that we can to reach a reasonable, amicable resolution.Because our customers count on us for an orderly and on-time departure, we have instituted a cheprocedure that requires our customers to be checked in at a minimum of forty minutes prior to the scheduled departure time and available for boarding at the departure gate at a minimum of thirty minutes prior to the scheduled departure timeAt ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departureThere may be stricter airport-specific cheprocedures that vary from airport-to-airport; therefore, we always recommend reviewing our “Travel Info” on alaskaair.com prior to your flight for the most up-to-date informationAllowing customers to chelate may delay the flight, as it affects many behind-the-scenes fuel, baggage, and weight-and-balance calculations being performed by our pilots and dispatch personnelTherefore, in fairness to all our customers, we must respectfully decline late cheattemptsI sincerely apologize that this procedure inconvenienced you on your recent trip and hope your future air travels go smoother.As stated in the previous letter we are not able to reimburse you for the new tickets you purchased I would like to offer an exception to refund the ticket segments you purchased on Alaska Airlines and did not useThe refund will go back to the original form of paymentPlease let me know if you would like this refund processed.I would like to once again apologize for your travel experience with usIt is always our desire to exceed the expectations of our customersIn an industry where customer service is a key feature, this is a necessityWithout customer feedback such as yours, the opportunity for improvements would not be as dynamicAlaska Airlines 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,Andre R***Customer Care RepresentativeSocial CareReference#: [redacted] August 5, 2015Dear [redacted] ,I appreciated the chance to speak with you regarding missing your flight on your honeymoonI am very sorry for this experienceFirst, the sign at the desk does say that the desk hours are from 3:AM till 5:AMThere is an agent at the check in desk until exactly 5:AM and then they leave to manage the flightWe have measures in place to verify that the desk is open until 5:AM and it has been confirmed that on the day you were traveling there was an agent there until 5:AMIf you arrived after that time there would have not been an agent there [redacted] , I apologize for any inconvenience you experiencedI am unable to reimburse you for the additional cost of the ticket you had to purchaseSincerely,Lauren Customer Care RepresentativeReference#: [redacted]

Complaint: [redacted] I am rejecting this response because:an additional offer off on a airline I rarely if ever use is of no worth to me My complaint is not the lost bag, my complaint is that when the bag did finally arrive in Minneapolis I got a call from what I believe was an Alaska rep at 11:that night I was at that time miles away In Rochester Minnesota Again due to the weight limit my cpap and prescriptions were in the bag and I asked to have the bag sent immediately and I would be willing to pay Instead the person said "I don't have that authority" so I asked them to call me back with someone that did The person hung up the phone and was not reachable again I sat up all night as I did not have the cpap for obstructive apnea, or medications for my restless leg syndrome or sleep aid both of which can cause convulsions is stopped suddenly(which I shared with this person)The bag did not arrive in Rochester until the afternoon during which time I was at the clinic having the tests I came for I feel no thought or compassion was used in this claim I was awake due to the early flight for hours Sincerly Mr [redacted] ***

June 2, 2017Dear ***,Thank you for your reply The award ticket that you purchased does require a $fee to be reissued or redepositedUnfortunately, redepositing the miles can only be done by contacting our Reservations Department by phone and cannot be done onlineI apologize for the inconvenience ***, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

Complaint: [redacted] I am rejecting this response because: Alaska Airlines cannot prove my "lateness" to the flightAs stated in the text of the original email response I received on December 2016, I must be "available for boarding at the departure gate at a minimum of thirty minutes prior" to departureAfter being denied boarding at the ticket counter, on a flight for which I had already paid, on account of the ticket agent not having time to assist me because he had to go load luggage - I continue to maintain Alaska's meager staffing protocol is what cost me the original flight - the plane and I then sat at the same terminal for over thirty minutes, and this at a terminal where it takes a handful of minutes to get through security - there were no lines - and the gate is up a flight of stairs, a couple hundred feet to the right I was denied access to my flight by the agent working at the ticket counter, not the gate agent, leaving the issue of my "lateness" entirely disputable; the gate agent is the final judge as to whom is on-time or lateI never saw the gate nor its agent I continue to argue that Alaska's terms of service are heavily weighted against the customer and need to be addressed more logically in my case Sincerely, [redacted]

Below is a copy of our response faxed to the Revdex.com office on May 31, May 31, RE: Revdex.com ID # [redacted] Dear [redacted] , Thank you for sharing your comments via the Revdex.com regarding your recent travel out of Kansas City Because our customers count on us for an orderly and on-time departure, we have instituted a cheprocedure that requires our customers to be checked in at a minimum of forty minutes prior to the scheduled departure time and available for boarding at the departure gate at a minimum of thirty minutes prior to the scheduled departure timeAt ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departureThere may be stricter airport-specific cheprocedures that vary from airport-to-airport; therefore, we always recommend reviewing our “Travel Info” on alaskaair.com prior to your flight for the most up-to-date informationAllowing customers to chelate may delay the flight, as it affects many behind-the-scenes fuel, baggage, and weight-and-balance calculations being performed by our pilots and dispatch personnelTherefore, in fairness to all our customers, we must respectfully decline late cheattemptsI sincerely apologize that this procedure inconvenienced you on your recent trip and hope your future air travels go smoother In review of our records, I found that you have previously spoken to our Customer Care DepartmentThe details of this matter were forwarded to the Kansas City Customer service manager for his reviewAdditionally, you were sent two Discount Codes in the amount of $I have included the previous correspondence for your records [redacted] , 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 usWe value your patronage and look forward to welcoming you aboard another Alaska Airlines flight soon Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted] May 23, Dear [redacted] , Thank you for sharing your feedback regarding your missed flight in Kanas It's our goal to make sure every trip you have on Alaska goes smoothlyThe best way for us to do that is hearing from you [redacted] , I apologize for any inconvenience you experiencedAs a customer service gesture, I am including a Discount CodePlease reference the appropriate code below at the time of bookingTo 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 days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Airlines Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed faresComplete Discount Code rules and restrictions can be found online at alaskaair.com [redacted] ***, Discount Code [redacted] , in the amount of $[redacted] , Discount Code [redacted] , in the amount of $ I hope that you will accept my invitation to join us on another flightI'm confident that we will once again live up to your expectations Sincerely,Jennifer B***Customer Care RepresentativeReference#: [redacted] May 18, Dear [redacted] , Thank you for sharing your comments on Alaska Listens regarding your experience in Kansas City on MondayIt's our goal to make sure every trip you have on Alaska goes smoothlyThe best way for us to do that is hearing from you In an industry where customer service is a key feature, Alaska Airlines has always strived to provide exceptional service to our customersFrom what you have portrayed, it is apparent that we have failed you in this regardAlong with my sincere apologies, I would like to offer you my assurance that your concerns regarding the interaction you had with our employee will be shared with the Customer Service Manager for further review [redacted] , 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 usWe value your patronage and look forward to welcoming you aboard another Alaska Airlines flight soon Sincerely,Krista A***Customer Care SpecialistReference#: [redacted]

Complaint: [redacted] I am rejecting this response because: The wording on the website is misleading There should be a difference between a ticket booked on [redacted] with an AA flight number & one booked through [redacted] without an AA flight number Especially when it cost me extra money to book the same flight with an AA flight number With the miles already credited to my account, I still believe I am entitled to the remaining miles.Sincerely, [redacted] ***

Dear Revdex.com- Thank you for your email.We were sorry to hear of this bag delay for the *** We ask that customers buy clothing and toiletry items during bag delays and submit their receipts, however we are not liable for meals/drinks, typically not caused by bag delays.We have requested the below settlement from our accounting office and this attached email will go out within the next four days, via our email batching system.Passenger requested: $cash and $discount codes.Alaska's actual settlement: $cash and $discount code.Regards,Troy R [redacted] Manager, Baggage ServicesAlaska Airlines==========================September 25, 2015Dear ***,Thank you for your correspondence to our office regarding your recent travel experienceOn behalf of Alaska Airlines, please accept my apology for the experience you had with your baggage.In an industry where customer service is vital, we have always made every effort to provide exceptional service to our customersWe understand that careful and thorough handling of your baggage is a part of this commitmentYou have every right to expect that your personal belongings will arrive intact and on time at your final destinationI regret that we did not meet that expectation for you.I have requested our Accounting Department to process and forward to you a check in the amount of $USDPlease allow up to three weeks for processing and mailing of your check Please be advised that I am making a one time exception for the pay out of interims without receipts for the items purchased while in San Jose Cabo In addition, the discount code will be good a year from the date of issue.I would like to once again express my gratitude for you bringing this matter to our attentionThis is certainly more than a monetary loss for you and I sincerely apologize for your experienceI invite you to join us on a future Alaska Airlines flight so that we may demonstrate the level of service we are known for and that you deserve.Sincerely,Lea P***Central Baggage ServiceReference#: [redacted] BMAS #: [redacted] ========================September 20, 2015Dear ***,Thank you for your correspondence to our office regarding your recent travel experienceOn behalf of Alaska Airlines, please accept my apology for the experience you had with your baggage.In an industry where customer service is vital, we have always made every effort to provide exceptional service to our customersWe understand that careful and thorough handling of your baggage is a part of this commitmentYou have every right to expect that your personal belongings will arrive intact and on time at your final destinationI regret that we did not meet that expectation for you.If your inconvenience required the purchase of clothing or toiletry items while waiting for recovery, you can send your purchase receipts to our office for reimbursementOur address is: Alaska Airlines, Central Baggage Service, PO Box ***, Seattle, WA ***, I apologize for any inconvenience you experiencedAs a customer service gesture, I am including a Discount CodePlease reference the appropriate code below at the time of bookingTo 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 days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Airlines Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed faresComplete Discount Code rules and restrictions can be found online at alaskaair.com[redacted] ***, Discount Code (eCert code) [redacted] , in the amount of $200In closing, I would like to extend an invitation for you to join us on a future Alaska Airlines flightMy sincere expectation is that, by doing so, you will have the opportunity to experience the high level of service that we are known for and that you deserve.Sincerely,Lea P***Central Baggage ServiceReference#: [redacted] BMAS #: [redacted]

Complaint: [redacted] I am rejecting this response because Alaska Airlines made no promise to ensure this doesn't happen to future customersThey ultimately profited from this cancellation at the expense of their customerThis is not a transparent business model and it's one that harms the individual for company profitI have never had such an experience with the other major airlines; therefore, there is no reason Alaska cannot work to ensure this doesn't happen to future individualsI'll be certain to never fly with Alaska Airlines again Sincerely, [redacted] ***

Thank you for contacting the Revdex.comI see that you have been in contact with our Social team and Customer Care DepartmentI appears that they have already resolved your concerns and forwarded your feedback to the appropriate departmentsI have included both of their correspondences belowPlease let me know if there is anything more that we can do for you regarding this situation Trisha V [redacted] Customer Advocacy Specialist January 29, 2018Dear [redacted] ,Thank you for sharing your feedback on a recent flight with usIt's our goal to make sure every trip you have on Alaska goes smoothlyThe best way for us to do that is hearing from you[redacted] , I apologize for any inconvenience you experiencedAs a customer service gesture, I am including a Discount CodePlease reference the appropriate code below at the time of bookingTo 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 days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount 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 faresComplete Discount Code rules and restrictions can be found online at alaskaair.com[redacted] , Discount Code [redacted] , in the amount of $200I hope that you will accept my invitation to join us on another flightI'm confident that we will once again live up to your expectations.Sincerely,Suli A.Customer Care RepresentativeReference#: [redacted] January 29, 2018Dear [redacted] ,I have refunded the miles for your return segment for a total of 12,miles back into your accountYou should see this reflected online within the next hoursSincerely,Suli A.Customer Care RepresentativeReference#: [redacted]

July 25, 2017Dear [redacted] ,Thank you for contacting the Revdex.com regarding your unused tickets Our records indicate that you have since been working with our Customer Care Department and a refund is currently processing for the ticketsIf you have any further concerns, please let me knowAs always, thank you for flying with us Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

Complaint: [redacted] I am rejecting this response because: Stated on your web site you wave the fee with valid Military ID we show Military ID Unexpected death , we explain our situation and was told to pay they refuse to take the bag if we didn't pay I can't believe how insensitive the customer service person was to us and how Alaska airline treats a Military family that just lost a love oneWe would like to have the refund to our credit cardIts' not right to gave us only one option , its just like you did the day we check in our bagSincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSo long as I do in fact receive the refund for the baggage feesThank you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Unfortunately we may not fly Alaska airline in the year! We already book our next flight in May with [redacted] and [redacted] ! We just wanted the $back on our credit card! If you can't see the obituary and death certificate I just sent to you I can fax it too you ! I just need the fax # Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Well Its obvious Bib business always has an answer as to how many ways they can decieve consumers Please keep this complaint on file and let Alaska Airlines know that I will be cancelling my Visa account that I charge approximately $10,per month annually Thank you [redacted] [redacted]

April 13, Dear ***, I appreciate that you took the time to contact Alaska Airlines with regard to the instant credit offer on our website At Alaska Airlines, we understand the importance of communicating clearly to our customers and an important part of that is providing all of the necessary information in our adsSelect customers using our website are provided an offer to apply for instant credit with Bank of AmericaThis can then be used to purchase a ticket to travelWith that said, it is still necessary to qualify and you must be approvedIt does sound as if you were not approved for the instant creditUnfortunately, I cannot speak on behalf of the approval process, since this is done by the Bank of AmericaI apologize that the agents you spoke to on the phone were not aware of the offerHowever, if you were not approved for the instant credit online, they would not have access to the information eitherI regret any misunderstanding Thank you for your feedback regarding the offerAs we use input from our customers to shape the future of our company, your comments have been shared with our Marketing Department for reviewAs a customer service gesture, I have deposited 3,miles into your Mileage Plan account As always, thank you for flying with usWe hope you'll give us the opportunity to exceed your expectations on another flight Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***