Alaska Airlines

Mr. [redacted]:Your submitted paperwork should help.  We have also reached out to the airport in Houston to look at video to see if we can track was happened to your bag once it left your custody.We will update you once more information is available.We again are sincerely sorry.[redacted]Manager, Central Baggage Services

Complaint: [redacted]
Hi [redacted],Thanks for your response. I appreciate you and your team's efforts to locate my bag. I have already sent the required documents to the Central Baggage services. I hope that these documents have enough information required to search my bag as soon as possible.I will look forward to the updates.
Sincerely,
[redacted]

On 6/1/2016
New voice mail message from KCMO AV DEPT [redacted] at 06/01/2016 12:12:55 PM; 1 minute 13 seconds.
Hi [redacted] this is Angela with the Kansas City aviation Department just returning your call. I just want to let you know as far as I gotten on the research portion. It is I've...

contacted Alaska airlines and they're telling me that they have a team working on this complaint and that they received a complaint through their website. Andrew and the customer care team had responded to it but I did let them know that there was also a complaint pending with the Revdex.com in and they claim that they have a team working on that and I also contacted TSA to find out at what point do they close the checkpoint. To deny entry and die entry into the checkpoint and they had told me that generally they don't close it in till 10 minutes after the plane pushes back from the gate and if there was security personnel there and the plane has not left yet that they should that they normally would allow the passenger to go ahead and be screened import the aircraft. So if you have any further questions for me you can reach me at [redacted] or just send me an email. Thank you. Bye bye. The call was to [[redacted] [redacted]

Dear [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.When you made arrangements to travel with Alaska, you had every reason to expect we would...

deliver you to your destination at the scheduled arrival time. Clearly, that did not happen and I sincerely regret any inconvenience this may have caused. Upon reviewing the events surrounding your flight delay, I found that the delay was caused by Air Traffic Control issues. While we will always continue to make every effort to provide the highest levels of operational excellence and reliability, there are some factors that are not within the control of Alaska, which may occasionally prevent an on-time arrival. I appreciate your understanding of our steadfast commitment to safety and customer service.
That said, I regret that you were promised reimbursement of your hotel, and the agents you have spoken to have refused to follow through with this promise. Typically, we would not refund any hotel cost over $130 dollars, however I understand this was a unique circumstance. After further review, we are willing to make a one time exception to refund your hotel cost. I have submitted a $370 check to be sent to your Po Box in Fairbanks. Please allow adequate time for this to process and arrive.  [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]

August 25, 2016
Dear [redacted],
Thank you for sharing your comments via the Revdex.com.  Alaska always strives to provide competitive fares in each of the markets we service. The exact amount of the fares in a given market are determined by a number of factors, including demand,...

distance, competition, season, and operating costs, among others. On high demand flights, airlines will try to increase revenue by limiting the number of seats available at the lower fares. The number of tickets previously sold on your desired flights and the number of days until your flight departs will determine the fares available to you. In most cases, as your desired flight nears its capacity and departure date, the higher the fare will be. I sincerely apologize that the fares available for your upcoming trip did not meet your expectations. 
In review of your ticket details, it does appear that you had made one change to your ticket within the 24 hour period, which is why you were no longer eligible for a refund on the ticket. That said, due to the misunderstanding, I have made a one-time exception to refund the value of the ticket back to the original form of payment. Please allow 7-10 days for our Accounting Department to process this request. Additionally, I am including a new Discount Code in replacement of the one that you applied to the ticket. 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 $125
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]

December 13, 2016
Dear [redacted],
I appreciated receiving your email from the Revdex.com regarding your unused tickets. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.I look forward to investigating your...

experience and providing a thorough response to your concerns. So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with the confirmation code or ticket numbers for each of the tickets. I thank you in advance for your assistance with this effort.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]

November 7, 2016
Dear [redacted],
Thank you for sharing your feedback via the Revdex.com regarding your Mileage Plan account. I am sorry to hear that you have had difficulty obtaining Mileage Plan credit for your recent flights on Delta. I have requested that our Customer Care...

Department make an exception and post the flights to your account without proof of travel. Your account should reflect all missing credit to-date. For future travel, please be sure to retain at least one boarding pass as proof of your travel.
 
[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. I am awaiting 875.00 for my damaged property.
Sincerely,
[redacted]

October 18, 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 our busy hub airports, where we operate from a large number of gates, a...

change in gates is quite common and generally results from another aircraft occupying the gate intended for your flight or a last-minute change in aircraft for operational reasons. While we ask that our Customer Service Agents make a concerted effort to make clear and frequent announcements regarding gate changes, in addition to posting updated information to the flight information displays, we understand that this may not always happen or may not always be heard in a loud and busy airport environment. Regardless of the circumstances, I offer my sincere apology that you were unaware of the gate change on your recent flight.  In an industry where customer service is a key feature, Alaska has always strived to provide exceptional service to our customers. From what you’ve portrayed, it is apparent that we have failed you in this regard. Being discourteous or unfriendly, is certainly not something we condone at Alaska. We appreciate your feedback and the opportunity it gives us to improve. [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 $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]

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]

April 11, 2016
Dear [redacted],
Thank you for your reply to the Revdex.com with regard 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. After further...

review, I am willing to make a one-time exception to provide a partial refund of your travel. I have requested our Accounting Department to refund the original fare paid for your return flights. Please allow 7-10 days for this to process back to the original form of payment.
 
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,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

March 15, 2016
Dear [redacted],
I appreciated receiving your email from the Revdex.com regarding our refundable and non-refundable fares. By taking the time to contact us, you have not only given me the opportunity to assist you with your concerns, but also to consider what we can do to...

prevent a similar situation from occurring again.
When two fares are combined to make a round-trip reservation, the more restrictive fare rules would apply. This information is displayed after selecting your flights, and again before confirming the reservation. I apologize that it may have been overlooked or misunderstood. At Alaska Airlines we place great emphasis on clearly communicating with our customers. We strive to ensure we are providing clear and accurate information with regard to our fares. I certainly apologize for your experience and have taken the liberty of sharing your comments with our Marketing Department for their review.
[redacted], I apologize for any inconvenience you experienced. In review of your credit details, I found that you have since applied the unused value toward another reservation. Accordingly, I am unable to provide a refund of the unused value. 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 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 $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,[redacted]Customer Advocacy SpecialistReference#: [redacted]

copy of our previous responses regarding this matter....
April 2, 2016
Dear [redacted],
Thank you for sharing your feedback regarding the service provided by our gate agent in SeaTac. 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 Airlines strives to provide exceptional service to our customers. From what you have shared, it is apparent that we have failed. 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. We assure you that we have shared your concerns so we can continue to improve and take better care of you next time.
[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 $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,Ryan P[redacted]Customer Care RepresentativeReference#: [redacted]
April 4, 2016
Dear [redacted],
Thank you again for your feedback and for helping us improve our operation and services. Any of our follow up with our employees is strictly handled internally. I have shared your experience with our Seattle station management who will follow up with our team members directly, but any actions taken are not shared publically for the sake of our employee's privacy. If you have any questions, please don't hesitate to reach out.
Sincerely,Ryan P[redacted]Customer Care RepresentativeReference#: [redacted]

Complaint: [redacted]I am rejecting this response because: Alaska Airlines has failed to contact me to resolve this issue.Sincerely,[redacted]

March 15, 2016
Dear [redacted],
I appreciate that you took the time to contact the Revdex.com regarding your recent phone call with Alaska Airlines.
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. We do require that our call center agents verify certain information when accessing and making changes to a reservation. This is to maintain the security of our passengers personal information. That said, it is clear that the agent may not have handled the situation as professionally as it could have been. Along with my sincere apologies, I would like to offer you my assurance that your concerns will be shared with the Reservations Manager for further review.
[redacted], I apologize for any inconvenience you experienced. While I am unable to provide First Class upgrades as compensation, 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 ECSR50CNNST238015, 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]

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]

In review of our database, I found that this case has already been resolved with our Customer Care Department. Please see below correspondence.
March 20, 2016
Dear [redacted],
I appreciated receiving your feedback via AlaskaListens regarding your recent travel experience. By taking the time to...

contact us, you have not only given me the opportunity to assist you with your concerns, but also to consider what we can do to prevent a similar situation from occurring again.
The Transportation Security Administration (TSA) is tasked with airport security at all U.S. airports. Alaska Airlines works closely with the TSA in making the process more streamlined for our customers. I am sorry that you were delayed through security lines in Seattle and by the time you were able to get to the gate to board there was no longer any overhead space to accommodate your carry on bags. The gate agent was then required to check your bags at the gate to baggage claim . I do apologize that this information was not relayed to you clearly and caused you and your travel companions any undue stress. We have taken the liberty of sharing your experience with the Seattle Station Manager for further review
It is important to us that you know passenger safety is always our highest priority and we work to provide a safe environment for every aspect of your travel. While our Flight Attendants are there to see that every customer has a comfortable and enjoyable flight, their primary responsibility, as mandated by the Federal Aviation Administration (FAA), is to ensure the safety of all customers and their fellow crewmembers. Alaska Airlines has the responsibility to deny boarding to any customer whose conduct or condition may threaten the safety or comfort of themselves, other customers, crewmembers, and the flight itself.  While I offer my sincere apology for any inconvenience this incident may have caused, I also appreciate your understanding of our position and responsibility in such situations.
[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,Cynthia R[redacted]Customer Care RepresentativeReference#: [redacted]
March 21, 2016
Dear [redacted],
I appreciated the chance to speak with you regarding today regarding your experience.  Again, words cannot express how sorry I am that you had to go through all of this during such a difficult time in your life.  I am so very sorry about your Dad.  You will be in my thoughts.As we discussed, perhaps the situation could have been better handled on all sides.  I will share your comments with the station manager for review.
[redacted], as a customer service gesture, I am including a Discount Code for you. 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] Donohue, Discount Code [redacted], in the amount of $100
Take care,
Adora B[redacted]Customer Care Specialist Reference#: [redacted]
March 23, 2016
Dear [redacted],
You are most welcome.  I really did feel bad for you and still do.  In regards to your refund - it will take one to two billing statements.  My apologies if I did not tell you that when we talked.
 
Take care,Adora B[redacted]Customer Care SpecialistReference#: [redacted]

June 22, 2017Dear [redacted],Thank you for contacting the Revdex.com. On behalf of Alaska Airlines, please accept my sincere apology for your damaged and delayed baggage and any inconvenience this has caused. We will do everything possible to ensure the prompt return of your...

luggage.In an industry where customer service is vital, we have always made every effort to provide exceptional service to our customers. I regret that we did not meet that expectation for you.Please visit our website, www.alaskaair.com/missing download, complete and submit the Statement of Loss claim form by mail or fax within 45 days of the date of loss. Instructions for submitting the form are found on the web page. If you cannot download this form, a hard copy can be mailed to you by contacting the Central Baggage Service office at 1-877-815-8253. Upon receipt of the completed Statement of Loss form, we can begin an extensive search based on your detailed description of your luggage and contents. Due to similarity in appearance of most luggage, it is essential that you provide us with detailed information. Please be sure to include the 6-letter file locator of TKEOSC. Please also include your purchase receipts for the clothing and toiletry items that you needed to purchase while waiting for your bag. [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 (eCert code) [redacted], in the amount of $250I would like to once again express my gratitude for you bringing this matter to our attention. This is certainly more than a monetary loss for you and I sincerely apologize for your experience. I invite you to join us on a future Alaska Airlines flight so that we may demonstrate the level of service we are known for and that you deserve.Sincerely,Twila W[redacted]Central Baggage ServiceReference#: [redacted]BMAS #: [redacted]

Dear Revdex.com: This is in response to a complaint from one of our guests, Mr. [redacted] dated July 18th, 2017. I understand the issue to be that three bags were checked in for a flight departing out of Houston and to date Mr. [redacted] has only received two of the three bags.    First and...

foremost, we cannot understate how apologetic we are for the mishandling of Mr. [redacted]s bag.  We are continuing to search for the bag and understand the urgency and value involved.  I have asked one of my supervisors to reach out to him personally and update him on any progress we are making. In the meantime, we did send him some paperwork to fill out that lists the contents of his bag.  Receiving this form back allows us to search other airlines in the event it was transported on a different carrier.   I want to assure you we are doing all possible to locate his bag, even to the extent of viewing cameras at check-in in Houston.    We will continue to keep you updated. Please do not hesitate to reach out to our Central Baggage Office should you have any further concerns.   [redacted] Manager, Central Baggage Services Alaska Airlines

Complaint: [redacted]
I am rejecting this response because:
1) The combined ticket value does not amount to the $1500 travel credit I was told I would receive at the time of changing the ticket. It amounts to $1349.16.
2) With the included courtesy travel credit, the total amounts to $1449.16. Not only is that not the amount less than we were told we would receive when we agreed to change our ticket, it certainly does not make up for my lost wages as a residential contractor, as I took time out of my working day to attempt to solve this.
My hourly working rate is $50/hr, so by my estimate what's fair is the $1500 travel credit promised, as well as an additional $250 in lost income for a total of $1750. I feel this is a reasonable response that would correct the error caused by Alaska Airlines. I would add that this amount doesn't include any compensation to me or my partner in stress and anxiety trying to make return travel plans as ticket prices have been going up over the past two weeks.
Sincerely,
[redacted]