Alaska Airlines

Complaint: [redacted]
I am rejecting this response because: As the top 1 airline company in the nation alaska airline always has great reputation of customer service, but how you handle the complaint is really a disappointed. You even don't read my complaint. In my complaint I said it is the bank who issue the credit card asked me to contact you for refund in check, as they are not able to issue me the refund after account is closing. Otherwise there is no need for me to have such request. I have attached the communication the FNBO bank send to my spouse Liyun Zeng (as we paid by his FNBO credit card) after account closed, it clearly instructed us not to send the refund directly to the closed credit card account. Please refund us the full money by check thanks!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I couldn't explain enough in the text which was limited the number of the letters.  I already contacted [redacted] and filed my complaint with Revdex.com, too.  I think this incident was caused mostly by the clerks at Alaska Airline counter on that day.  The way they handle the problems such as Canada Immigration was closed for maintenance.  I should have been able to fly at lease to Seattle.  My kids should have been able to travel as planed even without me.  Here is what happened.My two kids and I had the reservation for Alaska Airline [redacted]on May 16leaving Austinat 6:35 am.  I have a Japanese passport and my kids have American passports.  We were at the check in counterat 4:30 am.  We were told that Canada immigration is in the process of maintenance and wouldn't open until5:30.  I asked him that if the plane would leave without us.  He answered no. At 5:40 we had to remind him about us, because apparently he had forgotten. He then kept checking in other passengers for 45 minutes afterwards. He made us wait until6:15and then he said that I need an ETA and told me that I could apply online and it would take only a few minutes.  I applied online as he told me to but didn't receive the approval until the afternoon.  By the time my kids got the boarding pass it was too late.  The plane was about to leave. The representative didn't even give an option for the kids to go without me.  When asked why he didn't notify us about the ETA 2 hours before, or even at 5:30 after maintenance had finished, he told me that the other representative that told us to wait should have told us then. He told me to call reservations and rebook the flight.  When I told him that I am not getting ETA, he gave me the number to call Canada Service.  That number was for the airline employees and I couldn't talk to them without him.  He was already gone.  When I called the reservation office I was told that they can't help until I get ETA.  She told me that  I should talk to [redacted] since I purchased the tickets from [redacted].The representatives didn't even know what is going on with the Canada office.  Alaska air should warned us about the Canada office maintenance.   Alaska Air should have let me known I need an ETA to go through Canada even in the airport before I booked the flight, Alaska air should provide the alternate flights without any extra cost.  I needed to spend 9 hours on the phone with [redacted] to find another flight which cost more and we lost two days of the trip. I needed to spend a night in Vancouver Airport with my two kids.  It took us 31 hours and 25 minutes to get to Japan.  It would have taken 18 hours and 20 minutes with the original flight. We were at Austin Airport ready to get on the airplane and Alaska Air made us watch our plane leave without us and didn't helps us at all. I needed to spend a night in dark cold noisy Vancouver Airport with my two kids. I needed to be on hold with [redacted] for a long time without knowing when I can go to Japan, worrying that we might not make it to the travel reservation we had in a few days. I have never experienced such a horrible thing in my entire life. I was desperate and almost faint.I needed to pay $ 995.39 extra to [redacted].I demand  Alaska Air to pay me the extra charge I needed to pay and give us compensation for our inconvenience and suffering they put our family go through due to their negligent and undertrained, incapable employees. 
Sincerely,
[redacted]

April 1, 2016
 
Dear [redacted],
 
Thank you for sharing your comments regarding the recent changes to Emirates award travel. 
At Alaska Airlines, we take pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan members. As a substantial part of...

our business involves the Mileage Plan program, we certainly regret any disappointment in the recent changes announced with Emirates award travel. Please take a look at our blog for more information on these changes.
https://blog.alaskaair.com/emirates-redemptions/
As we choose our business partners carefully and are always interested in receiving feedback such as yours, I have shared your comments with our Customer Loyalty and Marketing Programs Director.
Once again, I would like to express my sincere apology for any disappointment. As an extension of my heartfelt apology, I have deposited 5,000 miles into your Alaska Airlines Mileage Plan account. It is my sincere hope that you will allow us to demonstrate the high level of service we are known for and that you deserve by joining us on a future Alaska Airlines flight.
Sincerely,
 
Trisha V[redacted]Customer Advocacy Specialist
Reference#: [redacted]

August 8, 2017Dear [redacted],Thank you for sharing your feedback via the Revdex.com In an industry where customer service is a key feature, Alaska has always made great efforts to provide exceptional service to our customers. For this reason, I was disappointed to hear of your...

recent difficulties when trying to redeem your Discount Codes. Regretfully, the rules and restrictions associated with your voucher do not allow for the type of travel you requested. They are available on almost all fares, except some discounted First Class fares which it appears you have purchased. As mentioned in the original email, Complete Discount Code rules and restrictions can be found online at alaskaair.com. I sincerely apologize for any inconvenience this has caused. Unfortunately, I am unable to provide a refund of $150 paid on your reservation. We appreciate your feedback and regularly use customer comments when considering process improvements. [redacted], 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:You mention that the flight was changed on me on September 3, but 10 days later, I have still not been contacted. This is not acceptable. A two hour time change is not minor as now I will miss a major part of my work day, and there is no alternative for me. This causes me significant lost earnings. 
Sincerely,
[redacted]

March 24, 2016
Dear [redacted],
Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
I regret that you consider the compensation offered as inadequate. After reviewing your concerns again, it was determined that the compensation provided was appropriate based on the comments you have previously shared with us. While 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 compensated equally and fairly. Accordingly, I am unable to offer additional compensation.
 
I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer service is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska 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,[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]

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]

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. I really appreciate that Alaska airline cares enough about losing a customer that they did what was right. Thank you, and I will use your airline again.
Sincerely,
[redacted]

August 5, 2016
Dear [redacted],
Thank you for your reply to our recent communication.
I apologize for the misunderstanding in regards to the available flights to Maui. As our representative had explained in their previous correspondence, the flight that arrives at 3:28 PM only had one seat left. Therefore, it was not an option for your party of three to travel on. When you view the flight availability online, the website gives you all the available flights schedules to get you to your destination. Yesterday, it was showing you 8 different schedules out of Redmond, but that does not mean that 8 seats were available. As you can see on your screenshot of the flight availability, it states "only one left", and that last seat has since been booked as of 8/4/16. This is the reason that you no longer see those flight options online as of today, 8/5/16. I apologize for the confusion.
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 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:
I filed a complaint recently involving the Alaska Airlines Mileage card that I was bait and switched into signing up for. I was unable to get to a computer for a few days and my complaint was closed before I had a chance to respond to their proposed resolution. I received a response from Trisha V[redacted], Customer Advocacy Specialist, Reference#: [redacted]. Her response included the following "I have deposited 5,000 miles into your Alaska Mileage Plan account. This along with any promotional miles received from the credit card will remain in your Mileage account regardless of whether you chose to retain the card. " Once again, they have demonstrated deceitful practices. When I initially called Alaska to complain about the situation, the representative stated that I would be receiving 5000 airline miles after spending $1,000. Their offer to "deposit 5000 miles to my account " as a resolution overlapped on what I was already owed. Therefore, their proposed resolution involved doing NOTHING on their part. The fact that they tried to slip this one past me further demonstrates their dishonesty and motivates me further to take this complaint to the next level. Once again, I WILL be contacting the FTC and Attorney General of the State of Washington regarding this matter. Furthermore, I will be starting an online petition on Facebook and Change.org to prevent Alaska Airlines from being able to peddle their credit cards during flights in the future. The only way for them to settle this matter with me would be to award me the 30,000 miles I am owed. Ms. V[redacted] stated "Unfortunately, we do not handle the qualification or issuance of the card, as that can only be done by the Bank of America." That may be the case but they DO handle the distribution of airline miles. They have every ability and authority to award the miles and hiding behind that even FURTHER demonstrates their deceitfulness and dishonesty. You can refer to my original complaint # if needed. [redacted]
I expect to be awarded what I was promised when I signed up for the card. 30,000 miles. No more attempts at deception from their resolution department.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I do not know how Alaska Airlines ascertained that my wife and I were late for our flight when this was not the case, nor do I know why they have changed their original story. I was told on the phone when I first tried to have this handled that the ticket counter closed as 4:30am, but then when I informed them that there was a sign at the counter that said from 3:10am to 5:00am someone was supposed to be there, they now are claiming someone was there until 5:00am when initially they said that person left at 4:30am. The fact they are changing their story tells me they are trying to cover their tracks, are intentionally lying, and not taking responsibility for their negligence and mistake. I have not wavered in my story one bit since I first contacted Alaska Airlines with my complaint, nor will I. They, however, have changed their story.My wife and I were at the counter on-time and did not miss our flight because we were late. We missed our flight because no one was available at the Alaska Airlines ticket counter to check our bags and issue us our boarding passes. I do not appreciate Alaska Airlines changing there story, and then having the audacity to tell me we were late when the times they were "claiming" are the times I gave them, and said I was present for. I have not wavered in my story. I have said the same facts and details from the very beginning. Alaska Airlines has changed theirs, the main detail change being: someone leaving the ticket counter at 4:30 to help with the plane, to now someone was there until 5:00am. I find it rather suspicious that they were holding firm to the fact that the person at the ticket counter left at 4:30am to help with the plane because of their "supposed" regulations that say they must leave 40 minutes prior to takeoff. I find this suspicious because I challenged them on this matter, stating that the sign said 3:10am to 5:00am, and our flight left at 5:15am (as stated on our itinerary), and even if they were required to leave 40 minutes prior, that would mean they would have left the ticket counter at 4:45am, not the 4:30am time frame they originally claimed. To add to this, now they are stating that someone was present at 5:00am.So, I'm wondering what story they will make up next. Was it 4:30 or 5:00? I have the answer. We arrived at the airport around 4:30am, and no one was there even at 5:00am because I had been there waiting before 5:00am and I'm the one who stated that they should have been there because of the sign on the ticket counter.This only shows me that Alaska Airlines does not have integrity and is intentionally altering their story to cover their tracks and not take responsibility for their negligence and mistake. I will not stand idle while a big corporation takes advantage of my wife and I when we are the ones who were done an injustice and disservice. I hope that the Revdex.com will take action against Alaska Airlines as it is evident they do not have my wife and I's, nor any other customer's best intentions in mind for that matter, as they have shown they are willing to change their story to best fit their argument to save themselves and not reimburse someone what is owed.Best Regards,[redacted]

June 28, 2017Dear [redacted],Thank you for sharing your feedback regarding your recent flight. 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.
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 time. Clearly, that did not happen and I regret that your flight was canceled due to a crew issue. We know that a last minute cancellation can be frustrating. I can assure you that such situations are not undertaken without due consideration and are only done when absolutely necessary for operational reasons. I regret the inconvenience this had on your travel plans.
Additionally, I am disappointed to hear of the difficulties you had obtaining a refund, as promised, for the baggage fees you paid. I have requested a refund from our Accounting Department of the fees that were paid to Alaska. These will be refunded in the same manner in which they were paid. Please allow 7-10 days for this to process.
Lastly, I found that you were each sent a Discount Code in the amount of $400 each. I have included those codes below again for your reference. My sincere hope is that you will utilize the codes a future flight with Alaska. We hope you will give us another opportunity to provide the exceptional service we are known for.[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]
June 18, 2017Dear [redacted],We're sorry your flight was disrupted on 06/17/2017. To make it up to you, we've included 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 Airlines 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 $400As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.Sincerely,Wayne N[redacted]Vice PresidentAirport Operations and Customer ServiceReference#: [redacted]
June 18, 2017Dear [redacted],We're sorry your flight was disrupted on 06/17/2017. To make it up to you, we've included 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 Airlines 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 $400As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.Sincerely,Wayne N[redacted]Vice PresidentAirport Operations and Customer ServiceReference#: [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: this resolves nothing. The customer service team was unable to help me, so I shouldn't have to call again. Alaska Airlines assumes the responsibility of redepositing my miles and for the inconveniences this confusion has caused over the past month. There is no fee, but if Alaska insists there is, I ask they waive the fee due to the time I've spent trying to decipher their policies due to the lack of transparency. I will accept a resolution once the miles are redeposited and "fee" is waived. 
Sincerely,
[redacted]

Revdex.com:The business still has not produced a citation to the terms specifically stating that MVP status earned from the promotion contained different terms than MVP status earned through traditional means.  In all of the promotional emails ive gotten there was no such disclosure but despite this oversight I've decided to reluctantly accept this offer.  I'd advise the marketing department to review their offers more closely and spell out the terms of offers more clearly in their promotional materials going forward in order to prevent misunderstandings such as this in the future.  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 $25 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]

Please reply to the specifics of my complaint.  I very much appreciate the discount code, which certainly represents a portion of the losses we incurred, I want the specifics of my case addressed.  I am looking for a followup to my case and reassurance that improvements are being made.  
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

April 29, 2016
Dear [redacted],
Thank you for sharing your comments regarding your flight on 4/28/16. 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. In review of our records, we found that you attempted to check-in at the Fairbanks check-in kiosk at 31 minutes prior to your scheduled departure time. Accordingly, this was too late and the reason that it was necessary to rebook for a later flight. I sincerely apologize that this procedure inconvenienced you on your recent trip and hope your future air travels go smoother.
[redacted], we value your patronage and look forward to welcoming you aboard another Alaska Airlines flight soon.
Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]