Alaska Airlines

September 22, 2017Dear ***,
Thank you for your reply
As mentioned in my previous response, the check was scheduled to be mailed September 21st. I did confirm a check was sentSince this is was just yesterday, it is likely to take a few days for the post office to deliverAs always, thank you for flying with us. Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

January 23, 2018Dear [redacted],Thank you for sharing your comments via the Revdex.com. Because our customers count on us for an orderly and on-time departure, we have instituted a check-in procedure 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 time. At ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departure. There may be stricter airport-specific check-in procedures 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 information. Allowing customers to check-in late 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 personnel. Therefore, in fairness to all our customers, we must respectfully decline late check-in attempts. Accordingly, since you were too late for check-in, you did not qualify for denied boarding compensation. I sincerely apologize that this procedure inconvenienced you on your recent trip and hope your future air travels go smoother. I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

January 9, 2018Dear [redacted],Thank you for sharing your feedback via the Revdex.com regarding a refund of your ticket. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.In review of your ticket details, it was found that your ticket was used. Accordingly, we are unable to provide a refund.[redacted], we value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely, Trisha V[redacted]Customer Advocacy Specialist

Below is our previous correspondence regarding this guest situation.
March 30, 2018Dear [redacted],Thank you for your reply and I apologize for the delay in responding.  Your case was inadvertently closed prior to be responded to again.Unfortunately, I am not able to offer you the same...

compensation that we are required to offer in the event a flight is oversold and someone is unable to travel as scheduled for that reason.  I am happy to honor the original offers and,  in addition to either the Discount Codes or the Mileage Plan points, I would be willing to make an exception to also refund your used tickets for the travel in question.  You may reply to this email with your preference between the Discount Codes or points.  I am out of the office today through Wednesday and will be back in the office on Thursday to proceed with the refund and either the Discount Codes or Mileage Plan points.  I will look for your reply then.  Once again, I sincerely apologize for any inconvenience you were caused.Kind regards,Michelle [redacted]Manager, Customer AdvocacyReference#: [redacted]
February 12, 2018Dear [redacted],Thank you for sharing your comments, via the U.S. Department of Transportation, regarding your recent travel experience with us. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent we failed. We understand this was a frustrating experience for you and offer our apologies. 14 CFR Part 250 details that passengers who are involuntarily bumped from their flights due to the flight being oversold may be entitled to cash compensation.  In review of your tickets and your flight in question, you were not bumped from your flight because it was oversold.  It appears there was an error made when your ticket was reissued and, at the time of boarding, both tickets were in Brooke's name.  Our agents needed to fix the name mismatch issue before permitting you to travel. Unfortunately, they did not have enough time to fix the ticketing issue prior to departure and ultimately had to rebook you onto alternate flights.The flight in question actually went out with one open seat, after standby passengers were cleared to board.  Though we certainly recognize the inconvenience you were caused and sincerely regret the impact this situation had on you, this situation does not fall under 14 CFR Part 250 since it was unrelated to an overbooked flight and that was not the basis of your inability to travel as planned.You were each offered a $400 Discount Code for the unfortunate error and resulting delay, which I understand you declined, and that offer still stands. If preferred, you may be issued Mileage Plan points in lieu of the Discount Codes (you must have Mileage Plan accounts with us).  This would be 16,000 points per person and points do not expire so long as there is activity in your account at least once every two years.  Please let me know which option you prefer via a reply to this email.[redacted], it is my hope that your future flights with us will reflect the high level of service you have hopefully come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.Kind regards,Michelle [redacted]Manager, Customer AdvocacyReference#: [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 me.
Sincerely,
[redacted]

September 7, 2017Dear [redacted],Thank you for sharing your feedback via the Revdex.com. We understand that things happen and that you would like to refund your tickets. However, since the tickets were purchased by credit card, we are only authorized to refund the...

amount back to the original form of payment. Typically, in the circumstance of a closed account, the bank will then issue you a check for the amount credited back.  I apologize, unfortunately, we are unable to issue a check for the value of your tickets. Please let me know if you would like to proceed with refunding the tickets.Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

September 25, 2017Dear [redacted],Thank you for sharing your feedback via the Revdex.com. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
At Alaska, we recognize that circumstances can and do occur which may...

require a person to alter their itinerary. Because we want to be flexible with our valued customers, all Alaska tickets expire one year from the originally scheduled outbound departure date. We always invite and encourage our customers to apply the value of their unused tickets to future travel, within 12 months of your original departure date, to any of our exciting destinations. Please know, when it becomes necessary to change your ticket after it has initially been purchased, it is often necessary to re-price your itinerary and collect any difference in fares, should the new itinerary be of a higher cost. Additionally, many of our value fares also require a change service fee of $125.00 (USD). Please contact our Reservations Department when you are ready to make changes to your ticket and provide your ticket number. [redacted], we value your patronage and look forward to welcoming you aboard another Alaska flight soon.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 me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: ok just give me my money back. I need it. I have no income.
Sincerely,
[redacted]

December 4, 2017Dear [redacted],Thank you for sharing your feedback via the Revdex.com. Because our customers count on us for an orderly and on-time departure, we have instituted a check-in procedure 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 time. At ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departure. There may be stricter airport-specific check-in procedures 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 information. Allowing customers to check-in late 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 personnel. Therefore, in fairness to all our customers, we must respectfully decline late check-in attempts. I sincerely apologize that this procedure inconvenienced you on your recent trip from Portland to Boise and hope your future air travels go smoother.[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 us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

I am wring you to point out that me and my family were separated, after seating arrangements were pre-arranged by Alaska Airlines. I was involuntarily removed from my assigned seat and separated from my family due to Alaska Airline's training issue. I would like to also point out the woman next to my wife who had a dog in her lap was able to remain in her seat. I have attempted to reach out to Alaska Airlines on multiple different occasions including a letter sent by an attorney and after 5 months later, Alaska Airlines decided to respond by offering a mere $100 credit towards next flight. After I was forced to be separated from my family, and was humiliated in front of all other passengers on the plane, a mere $100 credit towards next flight is insulting. I'd like to get a refund of me and my wife's air fair. Thank you,[redacted]

December 5, 2017Dear [redacted],Thank you for sharing your feedback regarding your recent travel. It's our goal to make sure every trip you have on Alaska goes smoothly. The 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 check-in procedure 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 time. At ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departure. There may be stricter airport-specific check-in procedures 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 information. Allowing customers to check-in late 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 personnel. Therefore, in fairness to all our customers, we must respectfully decline late check-in attempts. I sincerely apologize that this procedure inconvenienced you on your recent trip and hope your future air travels go smoother. Accordingly, we must decline your request for a refund of your expenses due to the missed flight. However, I apologize for any inconvenience you experienced. As a customer service gesture, I am including a Discount Code. 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.[redacted], Discount Code [redacted], in the amount of $50I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

December 27, 2017Dear [redacted],Thank you for sharing your feedback via the Revdex.com regarding your recent travel. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
Alaska strives to provide...

exceptional service to our customers. I am sorry to hear that the agent was not willing to reach out to the other guest to resolve the baggage issue in a more timely manner. From what you have shared, it is apparent that we have failed to exceed your expectations. Our employees are committed to taking great care of passengers while looking out for customer comfort and safety. We understand this was a frustrating experience for you and offer our apologies.  In my research of your concerns, I did find that an email was sent to you on 12/21 regarding the 3,000 miles deposited into your Mileage Plan account. I have included that correspondence again for your reference. [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 us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]
 
December 20, 2017Dear [redacted],On behalf of our Seattle Customer Service Representative, please accept my apology for your recent travel experience. I have deposited 3,000 miles into Mileage Plan account [redacted].As always, thank you for flying with us.Sincerely,Alaska Airlines Customer Care TeamReference#: [redacted]

Complaint: [redacted]
I am rejecting this response because:My request was not accepted.  Alaska Airlines is saying they will close my case even though I was not satisfied with their response.  What should I do next?
Sincerely,
[redacted]

February 27, 2018Dear [redacted],Thank you for contacting the Revdex.com.
In my investigation of your concerns, I found that you have been in contact with our Customer Care Department regarding your ticket from Cuba. They have issued two refund checks, in the amount of $498.00 and...

$65.60 for a total of $563.60, which is what you paid for your new ticket from Cuba. These checks should arrive at your mailing address shortly, if not already.
Additionally, a Discount Code in the amount of $150 was issued as a customer service gesture for the error. I have included a copy of that email again below for your reference. [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 us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]
 
February 8, 2018Dear [redacted],Thank you for calling regarding your trip from Havana to Portland. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.[redacted], I apologize for any inconvenience you experienced. As a customer service gesture, I am including a Discount Code. 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.[redacted] Pradoverdecia, Discount Code [redacted], in the amount of $150I hope that you will accept my invitation to join us on another flight.
Sincerely,Miros F[redacted]Customer Care RepresentativeReference#: [redacted]

March 16, 2018Dear [redacted]Thank you for your reply.
I apologize for the confusion. When a guest fails to show for a reserved flight prior to the departure time and fails to notify the airline, the ticket will be cancelled and subsequent segments or credits will be forfeited. The ticket was put into used or 'no show' status, and unfortunately is not eligible for a refund.
That said, due to the circumstances you described, I am happy to make an exception to offer a credit for future travel. 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.[redacted], in the amount of $275I hope that you will accept my invitation to join us on another flight.  Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

February 22, 2018
Dear [redacted],
I appreciate that you took the time to contact us via the Revdex.com regarding your delayed bag.
Careful handling of your luggage is a critical part of our service, and it is discouraging to know that we let you down. While such situations are rare, with rates of affected passengers generally less than one percent, we never desire to inconvenience our valued customers. I have been in contact with our Baggage Supervisor, Natalia, and she has advised that she spoke to Pallavi via phone, and she has since received the bag. Please accept my apology for your extended wait for the return of your checked luggage. She will be sending you a Discount Code as a customer service gesture for the inconvenience. Additionally, I have submitted a refund of the baggage fee, which will reflect on your account within 7-10 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,
 
Trisha V[redacted]Customer Advocacy Specialist
Reference#: [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 me.
Sincerely,
[redacted]

September 14, 2017Dear [redacted],Thank you for your reply. As mentioned in my previous response, schedule changes are a common occurrence, especially with travel booked more than 6 months out. When a schedule change occurs, our system searches for the best alternative, and then your reservation is put on a queue to contact you by phone or email. As mentioned before, this can take a few weeks. Once again, I apologize. We understand that our suggested alternative may not work and will do our best to offer viable options. Please contact our Reservations Department for further assistance with alternate flights. Our system typically will offer the best available flight that is closest to your original itinerary, however if this is not adequate we can certainly provide a full refund.  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 me. Sincerely, [redacted]