Alaska Airlines

April 13, 2017Dear [redacted],I appreciate receiving your email from the Revdex.com.
I am sorry to hear that you did not receive the $100 credit that you were promised. In review of our database, I did find an email that was sent to you with the $100 Discount Code on 2/28/17. However, it...

was sent to a different email address, of [redacted]. I have included it below again for your reference. 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]
February 28, 2017
Dear [redacted],
On behalf of our Portland Customer Service Representative, please accept this gesture of our appreciation. 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 $100
As always, thank you for flying with us.
Sincerely,Raymond P[redacted]Director, Customer AdvocacyReference#: [redacted]

August 19, 2015Dear [redacted],I appreciated receiving your email from the Revdex.com regarding your recent travel. Our records indicate that you have already spoken to our Customer Care Department regarding your concerns. I have included our correspondence below again for...

your reference. That said, while our stance remains, I would like to offer a refund of any hotel cost you incurred. Please provide a copy of your hotel receipt, and and address that I may send a check. You may reply to the Revdex.com, or to yoru original email correspondence with Customer Care. I will process this request as soon as possible. That said, we believe there is never an excuse for poor service and I am sorry if you perceived the series of events during your travel to be motivated by your age and status. We take pride in treating every one of our customers with utmost respect. Not having witnessed exactly what transpired, it is difficult to address the specifics of what happened. However, I can assure you that Alaska Airlines policy is to treat every passenger equally. The compensation being offered to you is consistent with what each of the other passengers that experienced an overnight delay are being offered.  [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] August 17, 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. First and foremost, I want to assure you that I have reviewed this matter thoroughly to ensure we have done all that we can to reach a reasonable, amicable resolution.I regret that you consider the compensation offered as inadequate. To ensure your concerns were being handled objectively, I took the liberty of reviewing your case with a supervisor in my office. Upon the conclusion of this second review, 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.Once again, I would like to express my sincere regret that you had a negative experience with Alaska Airlines. Because we recognize and emphasize the importance of customer service, we will always err on the side of our customer and will take any and all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I must consider this case closed. My sincere hope is that you will join us on a future flight so that we may demonstrate the level of service that we are known for and that you deserve.Sincerely,Jenni C[redacted]Customer Care SpecialistReference#: [redacted]August 16, 2015Dear [redacted],I appreciated you taking the time to respond to our recent communication with regard to the delay of flight #438 from Bellingham to Seattle on August 5, 2015. From what you expressed in your correspondence, I can certainly tell this was a frustrating experience for you. First and foremost, I want to assure you that I have reviewed this matter thoroughly to ensure we have done all that we can to reach a reasonable, amicable resolution.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 delayed due to mechanical reasons and air traffic control restrictions. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.I regret that you consider the compensation offered as inadequate. To ensure you concerns were being handled objectively, I took the liberty of reviewing your case again. Upon the conclusion of this second review, it was determined that the compensation provided was appropriate based on the events that occurred. 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.Due to the very nature and many safety factors involved with the airline industry, we are unable to guarantee flight schedules or assume responsibility for the variety of personal or business consequences, which may result when a flight is delayed or canceled. That said, our records indicate that you received a $100 and $150 Discount Code for the inconvenience caused to you. As such, I am unable to offer additional compensation. However, if you prefer to exchange both the $100 and $150 Discount Codes for a total of 10,000 Alaska Airlines Mileage Plan miles, I would be happy to make that exchange. August 6, 2015Dear [redacted],I appreciated the Twitter message regarding your recent flight. By taking the time to share your comments with me, you have not only given me the opportunity to assist you with your concerns, but also to share them with Alaska Airlines management for additional review and follow-up.[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 $100I 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,John K**Customer Care RepresentativeReference#: [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. We will be looking for the refund on the baggage fees. It is still unthinkable to me that I did call and confirm with both airlines of American Advantage card status given that the flight was "code shared."  I have never been treated so rudely by an airline and Alaska has always been my go to when I can get flights to where I need to go. I'll be carefully considering my choice of airlines for future travel. 
Sincerely,
[redacted]

July 10, 2017Dear [redacted],Thank you for sharing your feedback with 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.
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 cancelled due to a crew issue. Additionally, I regret that the cancellation caused you to miss your connecting flight and subsequently cost you additional expenses to reschedule.  
We have faced some challenges recently with pilot staffing, due to unprecedented growth and like the rest of the industry we faced a shortage of pilots. We have a plan in place going into the summer to ensure that the cancellations no longer occur which we understand is frustrating to our guests. Things are looking up, and we are confident that you will see improvement with our reliability, and the service you expect when traveling on Alaska or Horizon Air. [redacted], in review of our database, I found that you were sent two Discount Codes in the amount of $125 each for the disruption. Based on your feedback, I understand that this situation heavily impacted your travel plans. That said, I have reissued two new Discount Codes in the amount of $250 each in lieu of the previously issued codes. As a customer service gesture, I am including two new Discount Codes below. 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 $250[redacted], Discount Code [redacted], in the amount of $250I 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]

April 11, 2017Dear [redacted],Thank you for sharing your comments via the Revdex.com. 
I apologize for any confusion regarding your unused tickets. When you cancel a ticket, there are a couple options for what you can do with the unused value. It appears that when you cancelled your...

tickets, you did so via an agent on the phone on April 20, 2016. Since this was outside of 24 hours from your original booking date of 3/3/2016, a refund back to your credit card was not an option. That said, the ticket numbers are still valid and the unused value can be used toward a future ticket purchase within one year from the original departure date of 4/21/16. Please reference the numbers below to use the value toward new travel. 
[redacted]
[redacted]: [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: Stated on your web site you wave the fee with valid Military ID  we show Military ID .  Unexpected death , we explain our situation and was told to pay they refuse to take the 1 bag if we didn't pay.   I can't believe how insensitive the customer service person was to us and how Alaska airline treats a Military family that just lost a love one. We would like to have the refund to our credit card. Its' not right to gave us only one option , its just like you did the day we check in our 1 bag. Sincerely,[redacted]

Below is our previous correspondence regarding this matter. We believe that this has been resolved to the customer's satisfaction.
August 1, 2017Dear [redacted],Thank you for taking a few minutes to speak to me. Once again, I am sorry you were downgraded on both your outbound and return flights. 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], Discount Code [redacted], in the amount of $250I checked and could see that the $49 charge on 7/21/2017 for Premium Class had not been refunded. Per your request, I increased your Discount Code by $50, rather than issue the refund.
We look forward to welcoming you aboard a flight in the near future.Sincerely,Bekah G[redacted]Customer Care SupervisorReference#: [redacted]

March 17, 2016
Dear [redacted],
I appreciated receiving your email from the Revdex.com regarding our recent "Fly 2 get 1" promotion. At Alaska Airlines, we understand the importance of communicating clearly to our customers and an important part of that is providing all...

of the necessary information in our promotion ads. After reviewing your Mileage Plan account, and the promotional terms and conditions, I found that you did fly the required segments, and qualified for the Discount Code toward a future flight. It does appear that this Discount Code was deposited into your account on March 8th. We had some technical issues that may have been the reason the code was not deposited immediately after the promotion period ended. I apologize for this delay. That said, I have been investigating why you were given incorrect information from our Customer Care Department, and certainly apologize that you were told you did not qualify. We will take appropriate measures to ensure that we are providing accurate and consistent information regarding our promotions in the future. We appreciate your feedback in this regard and your comments have also been shared with our Marketing Department for their review.
[redacted], I apologize for any inconvenience you experienced. As a customer service gesture, I am including another 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] Thomas, 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]

January 22, 2016
Dear [redacted],
I appreciated receiving your email from the Revdex.com regarding your recent travel. 
We do offer up to 5 bags free for Active Duty U.S. military personnel with ID that are checking in for travel on Alaska Airlines....

Additionally, we offer U.S. military dependents with ID up to 5 bags free, however the stipulation is that they would need to be traveling on military orders. Due to the circumstances you described, you were correctly charged for your baggage.
At Alaska Airlines we understand the significance of clear and accurate communication with our customers. I apologize that the agent did not explain the military baggage waiver guidelines. It is clear that this could have been handled more professionally.  
[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 $25
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]

October 27, 2016
Dear [redacted],
I appreciated receiving your email from the Revdex.com regarding your recent experience. 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. Unfortunately, I was unable to locate your ticket and reservation information based on the information provided. 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 your ticket number. 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]

Complaint: [redacted]I am rejecting this response because:Please read the complaint, it is listed in the body.Sincerely,[redacted]

Thank you for contacting the Revdex.com. I see that you have been in contact with our Social team and Customer Care Department. I appears that they have already resolved your concerns and forwarded your feedback to the appropriate departments. I have included both of their...

correspondences below. Please let me know if there is anything more that we can do for you regarding this situation.
Trisha V[redacted] Customer Advocacy Specialist
January 29, 2018Dear [redacted],Thank you for sharing your feedback on a recent flight 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.[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 $200I 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,Suli A.Customer Care RepresentativeReference#: [redacted]
January 29, 2018Dear [redacted],I have refunded the miles for your return segment for a total of 12,500 miles back into your account. You should see this reflected online within the next 24 hours. Sincerely,Suli A.Customer Care RepresentativeReference#: [redacted]

The issue has been resolved. Alaska Airlines and settled my claim amount.

April 19, 2017Dear [redacted],Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again, and apologize that you feel all your concerns were not adequately addressed. 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. As mentioned in my previous response, our policy regarding animals in the cabin does require that they remain in the carrier at all times, with the exception of service animals. Additionally, animals with offensive odors or that cause a disturbance must travel in the climate controlled baggage compartment. While I cannot speak to if the animal was a service animal or not, your concerns are being reviewed by the Inflight Manager to ensure that our employees are enforcing the proper policies regarding animals in the cabin. 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]

August 16, 2016
Dear [redacted],
Thank you for sharing your comments 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.Alaska strives to provide exceptional service to our customers....

From what you have shared, it is apparent we failed you in this regard. It is certainly not our intent to deceive our customers. Our Flight Attendants are expected to read off of pre-scripted announcements when promoting our credit card. These scripts are strictly an offer for our Signature Visa card. However, I do understand that the Bank of America will issue a different card if a customer does not qualify for the Signature card. I am sorry that you were not clearly advised of this prior to enrolling. Unfortunately, we do not handle the qualification or issuance of the card, as that can only be done by the Bank of America. Therefore, I am unable to provide any feedback as to why you did not qualify for the Signature card or process any card upgrades and I would have to refer you back to the bank for further information in that regard.
At Alaska, we take pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan members. On behalf of Alaska and the Mileage Plan, I regret any misunderstanding regarding our Signature credit card promotion. I have shared your comments with our Customer Loyalty and Marketing Programs Director.Once again, I would like to express my sincere apology for your experience. As an extension of my heartfelt apology, 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. 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 flight.Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

September 19, 2017Dear [redacted],I appreciate that you took the time to contact the Revdex.com regarding your unused ticket.We understand that things happen and due to what you described, we are happy to offer an exception and refund your ticket without a service fee. We will request a refund...

which can take up to 7-10 business days to process depending upon the bank card issuer.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 will not close the claim until I have my settlement safely deposited into my bank account.  It's the only way to know for certain the issue is resolved.  I assure you that at that time, I will close the claim.  Thank you.

February 11, 2016
Dear [redacted],
Thank you for contacting the Revdex.com regarding our Salt Lake City promotion to earn MVP status.
In research of your concerns, I found that you have been in contact with our Customer Care Department about this situation. I have spoken with them...

again, as well as the appropriate corporate managers, regarding the terms of the promotion. Accordingly, our stance remains the same and we will not be awarding you MVP status for 2016. I have included our previous response for your reference.
 
[redacted], as an apology for any misunderstanding, 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], thank you very much for writing. We value your feedback and, for this reason, we regularly use customer comments when making considerations for future improvements or enhancements.  
Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]
 
February 9, 2016
Dear [redacted],
I appreciate that you took the time to contact Alaska Airlines with regard to our 2015 Salt Lake City/MVP promotion.
This was a promotion offering MVP status for the remainder of 2015 only. The promotion required the member to fly two qualifying non-stop flights between Salt Lake City and selected destinations between February 15, 2015 and May 15, 2015. Our records indicate that you were given MVP status under this promotion on April 11, 2015 and enjoyed the benefits of your MVP status through December 31, 2015.All special Mileage Plan promotions are subject to the terms and conditions of our Mileage Plan membership. Elite status is given on a year by year basis, and resets each year unless status for the subsequent year is earned. Since you already enjoyed MVP status in 2015 under the terms of the promotion and did not qualify for 2016 status under the normal terms of the Mileage Plan, I regret that we must respectfully decline your request for 2016 MVP status. I apologize for any confusion you may have experienced. I have taking the liberty of sharing your comments with our Marketing Department for their review. [redacted], thank you very much for calling. We look forward to welcoming you aboard an Alaska Airlines flight in the near future.
Sincerely,Heidi K.Customer Care RepresentativeReference#: [redacted]

Complaint: [redacted]
I am rejecting this response because:[redacted] and Alaska are presumably partners.  This is simply a convenient way for Alaska to kick the can on this issue.  I have never flown on [redacted].  I have, however, flown on Alaska multiple times over many years and simple corporate social responsibility and basic customer satisfaction principles would tell me that Alaska should take charge here and do the right thing.  You know what the right thing is here.  Again, as a business owner, I know what I would do.
Sincerely,
[redacted]