Alaska Airlines

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#: ***

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#: ***

September 11, 2017Dear *** and ***,Thank you for sharing your concerns via the Revdex.com. We understand that things happen and due to what you described, we are happy to offer an exception and refund 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 issuerI have submitted a refund request for ***'s ticket, ***However, I am unable to locate the reservation details for ***'s ticketIt shows it was purchased on Virgin Airline's ticket stock, and has been exchanged to a new ticket that I am unable to locateIf you have further ticket details that you can provide, I would be happy to look into this further to determine if it can be refunded***, 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 flight soon.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

December 27,
Dear ***,
Thank you for sharing your feedback via the RevDex.com regarding your recent travel on December 20thIt'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.When 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 cancelled due to a crew issue.
When we are faced with the unfortunate prospect of canceling a flight, regardless of the cause, we have empowered our Customer Service Agents to address your immediate travel needs by rebooking you on the next available Alaska flight to your destination at no additional chargeFurther, if the flight cancellation was the result of a situation within the control of Alaska, such as a cancellation for mechanical, crew scheduling, or similar issues, our Agents may rebook you on another air carrier at our expense, should a practical alternative existIn short, we ask that our Agents provide all reasonable assistance to get you to your destination without further delayFrom what you’ve portrayed, it is apparent that we have failed you in this regardIn review of your reservation details, I did find that an Agent in Maui did offer to rebook you on a flight to Walla Walla, however you declined this optionBased on the circumstances, we would not typically reimburse for alternate ground transportation, if you chose not to be rebookedThat said, it sounds as if our Portland Customer Service agent may have given you the expectation that we would reimburse for the car rental, and I sincerely apologizeAs a one-time exception, I would be happy to refund the cost of the rental carPlease submit a copy of your car rental contract or receipt and provide a mailing address that we may send a checkThis information can be sent as an attachment to your response. ***, 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 flight soon.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

February 27,
Dear ***,
I appreciate that you took the time to contact Alaska via the Revdex.com.I apologize for the misunderstanding regarding your unused ticket creditThe ticket can only be used for travel on Alaska Airlines marketed flightsWe understand that things
happen and due to what you described, we are happy to offer an exception and refund the $service fee as a customer service gestureWe will request a refund which can take up to 7-business days to process depending upon the bank card issuerThis will be refunded back to the credit card ending in ***.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#: ***

January 27,
Dear ***,
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
In a service-oriented industry like air travel, Alaska Airlines has always made every effort to lead the way in providing exceptional service to our customersFrom what you have described, it is apparent that we have failed you in this regard and for that I offer my sincere apologyIt is important for us to not only provide unparalleled service but to also maintain consistency with each of our valued customersRegretfully, I am unable to honor your request for a refund
That said, the Discount Code issued to you, only needs to be 'booked' by the expiration dateTravel can be booked up to days outWe understand that circumstances may prevent you from being able to book the code within that time frameIf you are unable to book it before it expires, please contact our office, and we would be happy to extend the code one more yearI 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,Trisha V***Customer Advocacy SpecialistReference#: ***

August 17, 2017Dear ***,Thank you for taking the time to contact us at Alaska Airlines regarding the benefits for your new credit card.
We apologize for any misunderstanding regarding the date you would be receiving the benefits associated with your cardTransactions and
benefits do take 1-billing cycles to be reflected and received in your Mileage Plan account. After reviewing your account, if you have met your $1,000 spend, your companion fare should be posted on or around September 17th
As an extension of my heartfelt apology, I have deposited miles 1,miles into your Alaska Mileage Plan account. As always, thank you for flying with usSincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

Complaint: ***
Here is the information about the flight that I have from the confirmation I received:
SEATTLE - PORTLANDG AS 16:- 17:(0:45h)SPO = ClassicEconomy Classbaggage incl.: PCFilekey: *** ***
I was put on standby and able to board the 6:p.mflight so I am reducing my claim to $
Sincerely,*** ***

May 24, 2017Dear ***,Thank you for your replyI am happy to extend the offer for your fiancée alsoAs a customer service gesture, I am including an additional Discount Code. Please 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 $100As 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#: ***

Complaint: ***
Thank you for the speedy response to my complaintI am rejecting the coupon code because I do not feel it is a fair remedy to the inconvenience that Alaska caused me
I don't like to complain just for the sake of complaining, but I actually do feel that it was very unfair that this happened to meSince I was in Kelowna for a wedding, I had the opportunity to discuss this issue with many of the guests after I "missed my flight" and also with my coworkers upon my return to workAll of them feel that it is unreasonable to tell a paid customer who checked in that there is no way to retrieve an electronic boarding pass within min of the flight
I have two points to make:
1) The issue at hand is not that I arrived late for the flight (I would take full responsibility if I missed it due to a long security line, didn't check in on time, etc.). At about an hour before the flight, I had already made it through the first security checkpointHad I not been kicked off the website, I would've passed the second security checkpoint and gotten to the gate within minIn fact, when I arrived the next morning for the new flight, it took exactly min from the cab to the gateKelowna is a very small airport, and any reasonable person could surmise that hour is sufficient time for a passenger who already checked in, with no bags to get on her flight.
2) The real issue is that Alaska Airlines doesn't have a channel for customers just to download a boarding passEvery other airline I've flown with has allowed me to sign back in to find the boarding passThis is sometimes necessary because people do lose their boarding passes, get kicked off of websites, etc. If the staff, the website, and kiosk were all unavailable to help retrieve a lost boarding pass causing the customer to then miss her flight, you are effectively penalizing this customer for not downloading the Alaska appDoes that sound at all reasonable?
Please kindly reconsider my request
Thank you,*** ***

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, *** ***

Complaint: ***
I am rejecting this response because:I am deeply disappointed in Virgin America's handling of baggage enquiriesOur bag was lost in transit when flying from SFO-BWI (we didn't receive our bag in BWI)The rep there said they'll call back that night/next day, but they didn't get back to usWhen I tried calling the SFO Baggage office they said they were not responsibleCalling a central 1-number is useless, because the rep is Alaska Airlines and they said they don't have access to the Virgin America appThey said to try the BWI Virgin America baggage numberI tried that (they are only available from 3:- 5:pm EST, so I called them when they were open) but always I get voicemailI hate being jerked around like thisFor one week vacation, our one bag is missing (containing most of our daughter's clothes), and most importantly nobody is ready to give any info/updates about it. Give us our damn bag back ASAP, refund the $for making us go through this hassle
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 me
Sincerely,
*** ***

September 28, 2017Dear ***,Thank you for sharing your feedback via the Revdex.comIt'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.We understand that things happen and due to what you described, we are happy to
offer an exception and refund 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.***, 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 flight soon.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

November 14,
Dear ***,
Thank you for sharing your feedback via the Revdex.com regarding your travel on October 10thOur goal to make sure every trip you have on Alaska goes smoothlyThe best way for us to do that is hearing from you.I am sorry to hear that your flight
was cancelledIn review of your flight details, it was found that your original flight was cancelled due to mechanical issuesIn these circumstances, we will rebook you on the next available flight to your destinationDue to fog, there was also a ground delay program affecting flights into and out of Seattle that started around 8:AMThis is the reason that we were unable to get you on an earlier flight. I apologize for the inconvenience, and any misunderstanding regarding the reason for the disruption
I found that you previously received a response to your concerns, which included compensationI have included that email again below for your reference. Accordingly, we are unable to provide further compensation or a refund of other expenses
***, 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 flight soon.Sincerely,*** ***Customer Advocacy SpecialistReference#: ***
October 31,
*** *** *** * *** ** *** ** ***
Dear ***,
Thank you for sharing your concerns regarding your recent flight from Spokane to SeattleIt'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
When 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 cancelled 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 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,*** ***Customer Care SpecialistReference#: ***

April 27, 2017Dear ***,Thank you for contacting the Revdex.com regarding your Mileage Plan account. I apologize that you have had difficulties receiving credit for your recent travelPlease know it can take up to weeks for partner airline flights to credit to
your accountI see that your account has been credited with flights on 2/and 3/on British AirwaysIt is unclear if these are the missing flights you are referring to, or if there may be additional flights that still need to be creditedSo that I may locate all of the details necessary to complete my research and credit the miles, I would like to kindly request that you provide me with a copy of your flight itinerary for reviewThank you for providing the requested information.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

November 24, 2015Dear ***,I appreciated receiving your email from the Revdex.com regarding your recent travel.When unexpected schedule interruptions occur, it sometimes becomes necessary for Alaska Airlines to strategically redeploy or downgrade
our aircraftWe regret when these situations arise and create any negative impact or inconvenience for our valued customersUnfortunately, due to the very nature and many safety factors involved with the airline industry, we are unable to guarantee flight schedules or assume responsibility for the variety of personal or business consequences, which may resultWe do our best to accommodate our inconvenienced passengers on the next available flight to their destinationWhile we do our best to keep negative changes to a minimum, we understand that our suggested alternative may not work and we will do our best to offer viable options, including itinerary, date or time changes, with no service fee or even a full refundAccordingly, since you elected to refund your tickets there would be no compensation due for the inconvenienceThat said, I understand the impact this situation had on youAs such, I am willing to make an exception to offer a small customer service gesture.***, I apologize for any inconvenience you experiencedAs a customer service gesture, I am including two Discount CodesPlease 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 $100*** ***, Discount Code ***, in the amount of $100I 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#: ***

October 4, 2017Dear ***,Thank you for sharing your comments via the Revdex.com regarding your upcoming travel to Las Vegas.
Alaska Airlines has issued a flexible travel policy for guests traveling to or from Las Vegas in the next few daysThat said, your travel is
scheduled outside of this windowHowever, we understand your concerns, and we are happy to offer an exception and allow a one-time change to your reservation without a service feePlease contact our Reservations Department at 1-800-252-to change your itinerarySimply reference your confirmation code when you call, your reservation has been documented with the exception
***, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

December 26, 2017Dear ***,Thank you for sharing your feedback via the Revdex.com regarding your recent travel out of San Jose del Cabo. We're sorry to hear of your experienceIn my research of your concerns, I did find our previous correspondence
and Discount codes that were sent to youI have included that below again for your referenceThat said, unfortunately due to the type of ticket that you purchased, we are unable to refund the fees collected by Expedia to change your dates of travel. However we feel poorly for your experience and we feel we can do more, so we've increased the Discount Codes from $to $eachPlease see the new codes below.***, I apologize for any inconvenience you experiencedAs a customer service gesture, I am including two new Discount CodesPlease 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.***, I apologize for any inconvenience you experiencedAs a customer service gesture, I am including Please 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 $200*** ***, Discount Code ***, 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,Trisha V***Customer Advocacy SpecialistReference#: ***
December 19, 2017Dear ***,Thank you for sharing your feedback regarding your recent tripIt'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 has always strived to provide exceptional service to our customersFrom what you’ve portrayed, it is apparent that we have failed you in this regardWhile safety will always be our top priority and we will err on the side of being safe (even if it results in delays or inconveniences), it sounds like this situation could've been handled in a much better wayIf any of our employees have concerns with a passenger's ability to safely travel, we contact MedLink, a group of medical professionals available to consult with, which is what Iran didI'm glad to see that you were cleared for travel, but it's disappointing to see the stress that you were put through, specifically in your interactions with NoeAlong with my sincere apologies, I would like to offer you my assurance that your concerns will be shared with the manager in Cabo for further reviewI am sure you will agree with me that the most important thing for you is to be sure that this does not happen in the future.***, I apologize for any inconvenience you experiencedAs a customer service gesture, I am including two Discount Codes - one for each of youPlease 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 $150*** ***, Discount Code ***, in the amount of $150I 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,Steven M***Customer Advocacy SpecialistReference#: ***

Complaint: ***
I am rejecting this response because: there is no resolution yetThey have asked for the ticket# and it is ***
Sincerely,
*** ***