Alaska Airlines

March 17, 2017
Dear [redacted],
Thank you for sharing your feedback via the Revdex.com regarding the seating issues on your recent travel.  Unlike many other airlines, Alaska continues to offer our customers the option to request their desired seat assignments at no additional...

charge. Regrettably, our staff is occasionally faced with the unfortunate task of having to involuntarily change a ticketed customer’s seat assignment, which can happen for a multitude of reasons. However, I can assure you that such changes are not undertaken without due consideration and are only done when absolutely necessary for operational reasons. While our staff will make every effort to honor seating requests, they are regrettably not always able to seat parties together based on seating availability. That said, this has been address internally for review of how this could have been handled differently. I offer my apology for any inconvenience you may have experienced as a result of this situation and hope that you will be able to enjoy the seats of your choice on future flights.[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], Discount Code [redacted], in the amount of $50
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]

Below is a copy of our response faxed to the Revdex.com office on May 31, 2016
May 31, 2016
RE: Revdex.com ID #[redacted]
Dear [redacted],
Thank you for sharing your comments via the Revdex.com regarding your recent travel out of Kansas City.
Because our customers count on us for an orderly and on-time departure, we have instituted a 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.
In review of our records, I found that you have previously spoken to our Customer Care Department. The details of this matter were forwarded to the Kansas City Customer service manager for his review. Additionally, you were sent two Discount Codes in the amount of $100. I have included the previous correspondence for your records.  
[redacted], it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska Airlines flight soon.
Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]
May 23, 2016
Dear [redacted],
Thank you for sharing your feedback regarding your missed flight in Kanas.  It's our goal to make sure every trip you have on Alaska goes 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 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 $100[redacted], Discount Code [redacted], in the amount of $100
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,Jennifer B[redacted]Customer Care RepresentativeReference#: [redacted]
May 18, 2016
Dear [redacted],
Thank you for sharing your comments on Alaska Listens regarding your experience in Kansas City on Monday. 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 an industry where customer service is a key feature, Alaska Airlines has always strived to provide exceptional service to our customers. From what you have portrayed, it is apparent that we have failed you in this regard. Along with my sincere apologies, I would like to offer you my assurance that your concerns regarding the interaction you had with our employee will be shared with the Customer Service Manager for further review.
[redacted], it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska Airlines flight soon.
Sincerely,Krista A[redacted]Customer Care 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.
 Trisha: Thank you for your assistance, I really appreciate it.
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.
PLEASE CANCEL THIS COMPLAINT ASAP BUSINESS RESOLVED ISSUE TODAY. complaint #[redacted].  Best regards, [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]

October 3, 2016
Dear [redacted],
Thank you for sharing your feedback via the Revdex.com regarding American Airlines flights listed on our website. 
I sincerely apologize for any confusion with the flights you saw listed on our website. There are circumstances when partner...

airline fares are showing online but are no longer available. This is due to a small delay in the communication between our flight database and American Airlines database. That said, I did some research into the specific flights to and from JFK, and was unable to locate the flights that you state were found for $174 as a published fare. After some additional investigating, it was brought to my attention that American Airlines has been undergoing a large system update which may be the cause of invalid fares you saw. Our website developers are aware of the issues, and working on a solution. I certainly understand your frustration, and appreciate your patience while we work with American to resolve these issues. [redacted], I apologize for any inconvenience you experienced. Unfortunately, I am unable to honor a fare that is not offered by Alaska Airlines. However, 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 $75
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]

August 25, 2016
Dear [redacted],
Thank you for sharing your comments 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 has always made extraordinary efforts to...

be an industry leader when it comes to technology that we believe will benefit our customers. I sincerely apologize for any inconvenience you experienced while using our mobile website for your boarding pass. Based on your comments, you stated that you arrived at the airport an hour before departure. It is recommended that you arrive at the Kelowna airport, with or without bags, at a minimum of 2 hours prior to departure to ensure you have enough time to clear security and reach your gate before boarding begins. Additionally, 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 with a boarding pass at a minimum of sixty minutes prior to the scheduled departure time for international flights. At sixty minutes, the ticket counter and kiosks are closed, and the agents proceed to the gate to begin the boarding process for the flight. I apologize for any misunderstanding regarding this process. Accordingly, we must respectfully decline your request for a refund of your expenses.  
[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] Chew, Discount Code [redacted], in the amount of $100
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]

February 14, 2017
Dear [redacted],
Thank you for sharing your feedback regarding your recent travel with American Airlines. 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 you had every...

reason to expect that you would be delivered to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight was delayed due to unforeseen circumstances.  In an industry where customer service is a key feature, Alaska has always made every effort to provide exceptional service to our customers. From what you described, it is apparent that this was not your experience and for that I offer my sincere apology. Much of our business is in our partnerships with other airlines and it is regretful that your travel did not meet your expectations.
That said, since your travel disruption occurred on American Airlines, I am unable to provide a refund or compensation in lieu of a refund. However, as a customer service gesture, I have provided a Discount Code below. I would strongly recommend that you follow up with American Airlines for additional compensation. [redacted], I apologize for any inconvenience you experienced. As a customer service gesture, I am including . 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] Roman, Discount Code [redacted], in the amount of $75
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 4, 2016
Dear [redacted],
I appreciated receiving your email from the Revdex.com regarding your recent travel.
We understand from your email that you were seated near a passenger that was traveling with a small animal onboard. You witnessed the passenger taking the animal out of...

their carrier during the flight, and also allowing it to sit on the seat and tray table. There were many attempts by the Flight Attendants telling the passenger to put the animal away, however the passenger did not follow their instructions. You have an animal allergy, and this caused much discomfort to you during and after the flight.
Like the vast majority of all major commercial air carriers today, Alaska Airlines does provide the option for our passengers to travel with small pets in the cabin. The First Class cabin can accommodate a total of one small pet per flight, and the main cabin can accommodate a total of up to five small pets per flight. The pet must stay in its container (including head and tail) at all times while onboard, and be stowed under the seat during taxi, takeoff, and landing. Animals with offensive odors or those that create a noise disturbance must travel in the climate-controlled baggage compartment. Additionally, Per the Air Carrier Access Act, Service Animals may not be limited in the cabin and they do not need to travel in a container. More information regarding our animal onboard policies, can be found on our website at alaskaair.com.
Because we certainly understand that some of our passengers have allergies to household pets, our staff is happy to provide options such as moving passengers around in such a way that the passenger with an allergy is seated as far away from the animal as possible or offer you a later flight. We will gladly work with our customers in finding the best option or alternative in situations such as yours, so long as you bring your concerns to an employees' attention. We want to ensure a safe and comfortable travel experience for everyone and will make every effort to ensure that occurs. I truly apologize for any disappointment you experienced in this instance.  
After researching your concerns, it was found that you had previously spoken to our Customer Care Department. The details of this matter have been forwarded to the Inflight Manager to ensure that our Flight Attendants are enforcing our policies regarding animals onboard. While it is unclear if the animal was a pet or service animal, our policies do not allow for an animal to be on a passenger seat or tray table. That said, I found that you were issued a Discount Code as a customer service gesture. My sincere hope is that you are able to utilize the discount on a future flight.
While we genuinely hope we have fully addressed your concerns, you do have the right to contact the United States Department of Transportation (DOT) to pursue enforcement action. [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 Airlines flight soon. 
Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

Complaint: [redacted]I am rejecting this response because:
 
The enclosed discount code is not for the specified amount ($200). The attached images prove that the price after the code is applied is not $200 lower than the price before the discount.Sincerely,[redacted]

June 7, 2017Dear [redacted],Thank you for sharing your feedback via the Revdex.com regarding your recent travel. 
I am sorry to hear that your Premium Class seats were taken away prior to travel. Regrettably, our staff is occasionally faced with the unfortunate task of having to...

involuntarily change a ticketed customer’s seat assignment, which can happen for a multitude of reasons. However, I can assure you that such changes are not undertaken without due consideration and are only done when absolutely necessary for operational reasons. I apologize for the disappointment you experienced. In review of your ticket details, I do see that a full refund is being processed for the cost of the premium seats. This should be refunded back to your original form of payment within the next few days.
Additionally, I am sorry that your bags were delayed. You have every right to expect that your personal belongings will arrive with you at your destination and, in the circumstances when that does not occur; your wait should be kept to an absolute minimum. We are often able to return your belongings to you in just a few hours and, in most cases, within twenty-four hours of arrival. In some cases, such as yours, it may take longer. If you filed a claim with our Baggage Office, please contact them for further resolution. They can be reached at 1-877-815-8253. Additionally, I found that you were issued a $50 Discount Code for the inconvenience. I have included a copy of that correspondence 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]
 
June 6, 2017Dear [redacted],On behalf of our San Jose Customer Service Representative, please accept my apology for your recent travel experience. 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 $50As always, thank you for flying with us.Sincerely,Alaska Airlines Customer Care TeamReference#: [redacted]

January 4, 2017
Dear [redacted],
Thank you for sharing your feedback via the Revdex.com regarding your recent travel out of Billings.  I have included below a copy of our previous correspondence regarding your concerns. We stand by our previous response, since you were late for...

your flight, it was necessary to reissue your ticket for a flight the next day. In my review, your ticket was appropriately reissued per the terms and conditions of the fare you purchased, which you agreed upon when you purchased the ticket. When it becomes necessary to change your ticket after the initial purchase, we will re-price your itinerary and collect the fare difference, should the new itinerary be of a higher cost. For this reason, you were charged correctly. We're sorry, but in this situation we cannot offer a refund.That said, 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 $75
As always, thank you for flying with us.Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]
December 20, 2016
Dear [redacted],
I appreciate that you took the time to contact Alaska with regard to your recent travel experience from Billings.
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.
As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.
Sincerely,Laurie G[redacted]Customer Care RepresentativeReference#: [redacted]

November 30, 2016
Dear [redacted],
I appreciated receiving your email from the Revdex.com regarding your recent ticket purchases. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.I apologize for any...

disappointment in our fares. Since the complete details of your concerns were not included on the Revdex.com's website, I was unable to fully determine what occurred and what your desired resolution was. However, you did state that you would be contacting our office by phone. If you still require assistance, please reply back with more information and I would be happy to address your concerns.
I sincerely appreciate that you have taken the time to contact us and am looking forward to your reply in this matter.Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

Complaint: [redacted]I am rejecting this response because: my request has not been appropriately addressed at all. This is a just simple copy and paste of our previous communications. I do not want any coupon codes. I need to hear from the call from the business apologize.   Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: This is no way explains why non-refundable tickets are still available for purchase but restricted those who wish to use the miles they've earned. Please feel free to contact me by phone - [redacted]Sincerely,[redacted]

June 11, 2015Dear [redacted],Thank you for your reply to my recent communication. From what you expressed in your reply, I can certainly tell this has been a frustrating experience for you.  Based on your additional comments, I am willing to make a one-time exception to post the additional 627 miles to your account. These should reflect in your account within 24 hours. I would like to once again apologize for your travel experience. 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]

November 3, 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.
We're sorry you feel our compensation is inadequate. For your situation, we feel we can do more, so we're offering you a $150 Discount Code.[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], Discount Code [redacted], in the amount of $150
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 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[redacted]Customer Advocacy SpecialistReference#: [redacted]

June 2, 2017Dear [redacted],Thank you for your reply.  The award ticket that you purchased does require a $125 fee to be reissued or redeposited. Unfortunately, redepositing the miles can only be done by contacting our Reservations Department by phone and cannot be done online. I apologize for the inconvenience.  [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: both ticket and gate agent agreed with my current assessment of the situation at the time of check in.  I did share my experience with my 500+ Facebook friends.    All of the replies empathized with my plight.  I'm sure they came to that assessment using their "commonsense.".  I'm sure once I share your current response to my grievance with my current Facebook friends following the story to resolution, they will continue to agree with me that your "airline jargon response"  still makes "no common sense".  I can assure you that in the future, Alaska airlines will not be my first choice in air travel. Good day sir.Sincerely,[redacted]

May 12, 2015Dear [redacted],I appreciated receiving your email from the Revdex.com regarding your Mileage Plan account.  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 have a vested interest in seeing that you enjoy a pleasant and smooth interaction with our partners. On behalf of Alaska Airlines and the Mileage Plan, I apologize for any misunderstanding regarding the eligibility requirements for mileage earned on [redacted]. You are correct, in that the airline code 'AA' must precede the flight number to be eligible for credit. However, also included on the website, it is stated that the flight must be marketed and operated by [redacted], along with 'Flights operated by [redacted] are not eligible for mileage accrual'. Accordingly, I am unable to provide mileage credit for those flights per [redacted] guidelines. Once again, I would like to express my sincere apology for your experience. As an extension of my heartfelt apology, I have deposited 1,000 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,[redacted]Customer Advocacy SpecialistReference#: [redacted]