Alaska Airlines

Complaint: ***
I am rejecting this response because: There is no where in the contract I signed that says this Please provide the language from the exact document I signed
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: this was unfair treatment and I will not accept this messageTo clarify, we were kicked off the plane and not by choiceThe flight attendants and manager did not give us any other option but to be removed from the plane regardless what your notes sayThey were not going to take off as long as we were on the plane with our daughterShe was exhausted and acting like a toddler that is tiredShe was not going anywhere so I don't see how you feel she was a safety hazardWhat was refunded is not suffiicient enough for the inconvenience that Alaska airlines has causedAs we were being escorted off the plane other people on the airplane, some with children and some without were on our side and thought your staff was in the wrongNot only was this an inconvinence for us this was completely humiliating! Others need to be aware that this is how you treat passengers with young children. Sincerely,*** ***

They have contacted me off line and I now consider this satisfactorily resolved

March 25,
Dear ***,
Thank you for your reply to our recent communicationWe want to assure you we have reviewed your concerns again to ensure you have been treated fairly
Alaska Airlines has always made extraordinary efforts to be an industry leader when it comes to technology that we believe will benefit our customersI sincerely apologize for any inconvenience you experienced while using our websiteBecause we regularly use customer comments when considering future enhancements, I have taken the liberty of sharing your comments with our development team for their review.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,*** ***Customer Advocacy SpecialistReference#: ***

Complaint: ***I am rejecting this response because: This is not the outcome that I wanted, but Alaska Airlines has made it evident they are unwilling to helpCustomer Care has informed me they will refund the flight we did not usePlease process that refund to the card on file.Sincerely,*** ***

June 1, 2017Dear ***,Thank you for sharing your feedback via the Revdex.com
I am sorry to hear that you felt mislead by the Flight Attendant regarding the promotion for the Alaska Airlines Visa Signature CardWe do ask that our Flight Attendants stick to the
pre-scripted announcements regarding this offer, and that should include all of the necessary information regarding the promotionAdditionally, all of the details and terms and conditions are included on the application that was given to you, including the annual fees for each card we offer. We regret that you were not clearly informed about the spending requirement to receive the initial benefits of opening a new card. It is certainly not our intention to mislead our customersWe understand this was a frustrating experience for you and offer our apologiesWe assure you that we have shared your concerns so we can continue to improve and take better care of you next time
***, 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.*** ***, Discount Code ***, in the amount of $75I 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,Trisha V***Customer Advocacy SpecialistReference#: ***

July 11, 2017Dear ***,I appreciate that you took the time to contact the Revdex.comIn review of our records, I found that our Customer Care Department has already addressed this concernOur stance remains, and we would have to refer you to American Airlines for compensation for
damage to your baggageI have included our previous correspondence belowSincerely,Trisha V***Customer Advocacy SpecialistReference#: ***
July 7, 2017Dear ***,Thank you for your reply to our recent communicationWe want to assure you we have reviewed your concerns again to ensure you have been treated fairlyUnfortunately we are unable to offer you a refundYour baggage claim must be handled by American AirlinesIf you would like to discuss your baggage concerns further you are welcome to call our Central Baggage Services at 1-877-815-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 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,Lisa R***Customer Care RepresentativeReference#: ***
July 3, 2017Dear ***,I appreciate that you took the time to contact Alaska with regard to your experience on June 23rd.I apologize for the inconvenience that our delayed flight in Seattle caused youWhen you made arrangements to travel with us you had every reason to expect that we would deliver you to your destination at the published arrival timeClearly, that did not happen and I regret that your flight was delayed due to mechanical reasonsWhile 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 statisticsI appreciate your understanding of our steadfast commitment to your safety.I regret that your bag didn't arrive on your American Airlines flight with youIn accordance with industry regulations, it is the passenger's terminating carrier who is responsible for handling all baggage claims to conclusionThe purpose of this is to facilitate settlement of the baggage claim and to eliminate duplication in handling.As 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.*** ***, Discount Code ***, in the amount of $125As always, thank you for flying with usWe hope you'll give us the opportunity to exceed your expectations on another flight.Sincerely,Lisa R***Customer Care RepresentativeReference#: ***

March 24,
Dear ***,
Thank you for your reply from the Revdex.com
I apologize, however I am unclear as to why my previous response was rejected in the Revdex.com databaseAll of the miles for the flights have been credited to your accountAs I mentioned, the partnership with Hainan Airlines did not start until 7/23/15, which was after your outbound flightAs such, our database was unable to credit the outbound flights. However, I have made the exception and credited the miles you would have received for the outbound flights, which are posted on 3/22/You have received all of the miles for the flightsPlease let me know if there is still a misunderstanding.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***Customer Advocacy SpecialistReference#: ***

September 8, 2017Dear ***,Thank you for contacting the Revdex.comBy 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 the ticket numbers and names on both tickets that you are seeking a refund. Thank you for providing the requested information.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

Complaint: ***I am rejecting this response because
It is apparent there is no resolution as Alaska Air has continued to justify their reasoning for bumping our entire family off of a flight we had originally purchased for no good reasonEven though they were continuing to sell single seats on the same flightThey gave us no reason for the movement of our seats and it's obvious there is no justifiable reason
Sincerely,*** ***

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

December 1,
Dear ***,
Thank you for sharing your feedback via the Revdex.com regarding your credit certificates. I apologize for the difficulties encountered trying to receive your residual credit from the recent changes to your tickets. I was unable to
determine the root cause of the issue that resulted in the delay, however I can assure you that this is certainly not standard and typically the certificates are issued within hoursI have verified with our Accounting Department that that credits were processed on 12/1/You should have received two emails which each included a certificate codePlease let me know if you have not received these, and I can resend them immediately
***, 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
*** ***, Discount Code ***, 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,Trisha V***Customer Advocacy SpecialistReference#: ***

January 26, 2018Dear ***Thank you for contacting the Revdex.com. I apologize that you have not received a response to your emailsI would be happy to assist you with your requestSo 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 ticket number. I will then review the ticket details, and determine if a waiver or refund could be issued.As always, thank you for flying with usWe look forward to your reply.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: 3***

Below is a copy our response already sent to the customer on 3/
March 30,
Dear ***,
Thank you for sharing your experience in Petersburg yesterdayIt'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 informationhttps://www.alaskaair.com/travelinfo/destinations/petersburg-alaska-a...⇄ Allowing 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 personnelI spoke to the Customer Service Manager in Petersburg who indicated that you arrived at the airport minutes prior to departureUnfortunately, you had not checked in and would not have been able to proceed through security without speaking to an agent at the ticket counter, as even the kiosk quits printing boarding passes at minutes prior to departureTherefore, 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 smootherFor the future, you are able to cheonline up to hours in advance of your departure
In regards to your wholly unused ticket, please contact United Airlines at 800-864-for options in using this towards another ticket in the futureYour ticket number is ***-**I apologize that I am unable to assist with any sort of credit or refund, as this is on United ticket stock so they would be in control of any future credits or refunds
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 will be shared with the Customer Service Manager in Petersburg for further review
As a customer service gesture for your experience in Petersburg, 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
*** ***, Discount Code ***, in the amount of $
***, 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 Specialist Reference#: ***

Complaint: ***I am rejecting this response because: I don't feel we were treated fairlyI have talked to many people about this and they also feel I haven't been treated fairly and didn't know you can get kicked off an airline for a child acting a childI feel since this is apparently ok to do it needs to be posted on your website and posted everywhere at the airportI will not be satisfied until I get refunded the total amount I requested for the tickets from *** Airlines, rental car, and or sons iPadI will do whatever it takes to get thisIf I need to get a lawyer involved or the news I will do soThis is unfair treatment by an airline I've used many times and people need to be aware.Sincerely,*** ***

June 2, 2017Dear ***,Thank you for sharing your feedback via the Revdex.comIn an industry where customer service is a key feature, Alaska has always made every effort to provide exceptional service to our customersFrom what you described, it is apparent that this was not your
experience and for that I offer my sincere apologyMuch of our business is in our partnerships with other airlines and it is regretful that you were unaware of the operating carrier when purchasing your reservations with ExpediaAs an exception, I have requested a refund of your ticket without a service feeWe will request a refund which can take up to 7-business days to process depending upon the bank card issuer.***, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

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

Response already sent to customer on 8/regarding this concern:
Dear **,
Thank you for contacting Alaska AirlinesYour mileage plan account has been closed
The passenger you sold the mileage ticket to called in, and made a statement that the ticket was purchased online, and that they were
not aware it was a mileage plan award that they had paid for, nor did they know the name of the person from whom they bought the ticket
In the event a Mileage Plan member violates these Conditions of Membership, perpetrates a fraudulent or deceitful act against Alaska Airlines, any of its partners or any of its customers, or engages in behavior offensive to Alaska Airlines' employees, partners or customers, Alaska Airlines may, without notice and in its sole discretion, suspend the Mileage Plan member's account; terminate membership in the Mileage Plan program; cancel all previously accumulated mileage; refuse to transport on a temporary or permanent basis; and/or confiscate any certificates or tickets previously issuedReinstatements are subject to an administrative fee, if Alaska Airlines elects to reinstate the accountAlaska Airlines reserves its right to seek all available damages at law and in equity that may result from a member's violation of these Conditions of Membership
Sincerely,Yvette

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

Complaint: ***
I am rejecting this response because: the message from AK Airlines requests additional information rather than resolving the matter. As such, additional information is as follows: Dear Trisha, thanks for your reply. I understand that it may take weeks for partner miles to be credited and have waited longer than that. Let me know what specifically is needed from me. On March 10, 2017, an Alaska Airlines employee commented: "Your return flights on British were just completed a couple of days ago. We must give those flights more time to be credited. Your flight on the outbound on American Airlines should have been credited to your account.". It appears that your system already has the needed information to process the mileage credit. Regardless, my daughter and I flew SEA-ORD-LHR-DME on February 18th. Here return flight was DME-LHR-SEA on Feb and mine was DME-LHR-ORD-SEA on Mar 5th. We were credited miles for some but not all flights. The ones that were in fact processed were credited with different total miles (for the same flights) between my and my daughter's mileage plans. Please let me know what else I need to do have AK Airlines process this request even though our Mileage Plan numbers were included with the original booking and AK Airlines acknowledged receipt of the itineraries almost months ago
Sincerely,
*** ***