Alaska Airlines

Complaint: [redacted]
I am rejecting this response because:Well Its obvious Bib business always has an answer as to how many ways they can decieve consumers.    Please keep this complaint on file and let Alaska Airlines know that I will be cancelling my Visa account that I charge approximately $10,000. per month annually.   Thank you [redacted]
[redacted]  [redacted]
[redacted]

September 2, 2015Dear [redacted],I appreciated receiving your email from the Revdex.com regarding your Mileage Plan account.  At Alaska Airlines, we take a great amount of pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan...

members. We have implemented certain guidelines and procedures to ensure the service each customer receives is consistent and fair. It was brought to our attention recently that there were multiple credit card accounts on your Mileage Plan account that were opened and closed within a short period of time. This caused concern that there may be some type of fraud being performed, and we launched an internal review of your account.[redacted] has advised that the bonus miles earned for each of your credit card accounts can be deposited back in to your Mileage Plan account. Therefore, we have deposited 103,000 miles back into your account as of 9/1/15. I apologize for the inconvenience this may have caused. [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]

November 1, 2016
 
Dear Ms. [redacted],
 
Thank you for sharing your feedback via the Revdex.com 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.
Unlike many other airlines, Alaska continues to offer our customers the option to request their desired seat assignments at no additional charge. Regrettably, there are circumstances that occur where we must change a ticketed customer’s seat assignment, such as a schedule change. In review of your reservation details, it is unclear why the schedule change notification email incorrectly showed you in the same seat assignments. I apologize for the misinformation. That said, our call center agents do have the ability to assign or change seats for a customer that may be traveling on an American Airlines flight. Unfortunately, once you are within 24 hours of departure, the availability can be limited. Both American and Alaska would not be able to accommodate seating requests by phone in this type of situation. As such, it would be necessary to speak to someone at the airport to request seating together. In most cases, this can easily be accommodated. I am disappointed to hear that you were told to call American, and subsequently told to contact Alaska once again. I have forwarded your feedback to our Reservations Manager for their review, and to ensure this does not happen again in the future. I understand the importance and convenience of pre-assigned seating and apologize for the disappointment you experienced.
Ms. [redacted], I apologize for any inconvenience you experienced. As a customer service gesture, I am including Discount Code. Please reference the appropriate code below at the time of booking. To use your discount, go to [redacted] 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 Specialist
Reference#: [redacted]

Complaint: [redacted]
I am rejecting this response because: the response is untruthful. While the agent apologizes in the text of the response, no such remorse is reflect in action and that is the true face of poor customer service at Alaska airline. The service is getting worse and worse through time and I certainly will avoid Alaska airline in future whenever possible. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Mr. C[redacted] in the insurance department has been dismissive, patronizing and a down right bully in response to this claim. He verbally attacked my family and the tone of his emails were down right upsetting. My doctor asked me to get a new claims representative which I had I requested. HMr. C[redacted]'s taunting reply was I could not get rid of him. Alaska needs to review Mr. C[redacted]'s emails and resolve this case.
Sincerely,
[redacted]

December 23, 2015
Dear [redacted],
Thank you for contacting the Revdex.com regarding your recent Cargo Shipment with Alaska Airlines.
The Alaska Airline Air Cargo team received the complaint you filed with the Revdex.com, and would like to apologize for the...

phone call you received. We share your sentiment that after paying in full the amount requested when you brought your pets to our San Diego cargo office for their travel to Juneau, you should not have received a call from our colleagues requesting you pay an additional amount. The error was made by our staff when the shipment was mis-rated, and so the cost of the error is ours to bear.
I would also like to apologize for the implication that the issue was being reported to a supervisor for further follow up. Please be assured that we will make no attempt to collect any additional funds from you. Please accept the following Discount Code valid for $150 off future travel as a gesture of good will.
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 $150
We do hope you’ll consider us again for either air travel or the transportation of your pets. I'm confident that we will once again live up to your expectations. Sincerely, Shelly P[redacted]Director, Cargo Operations and Compliance Reference#: 1876526

February 10, 2016
Dear [redacted],
I appreciated receiving your email from the Revdex.com. 
When schedule disruptions occur, your inbound flight is running late, and you are in jeopardy of missing a connecting flight, our airport staff will coordinate with our flight...

dispatchers and local air traffic controllers to undertake all reasonable measures to hold that connecting flight as long as possible for you. Regrettably, it is not always possible to hold the flight as long as would be necessary due to a number of factors, including that aircraft’s downline schedule, government-mandated flight crew duty limitations, and air traffic control departure and arrival time slots. In order to hold the flight, all of these factors must perfectly align and, as much as we would hope otherwise, this does not always happen. In order to ensure your situation was handled appropriately, I have taken the liberty of sharing the details of this matter with our Customer Service Manager in San Francisco for review.
I see that you have already spoken to our Customer Care department regarding this situation. They have issued a check for reimbursement of the car rental in the amount of $250. This was mailed to your address on Dawson St in Burnaby. It should arrive shortly, if not already.
In an industry where excellent customer service is a key feature, Alaska Airlines has always led the way in providing exceptional service to our customers. From what you have described, it is apparent we have failed you in this regard and for that, I offer my sincere apology. Understandably, we empower our employees to make decisions on behalf of our customers but they must still operate within certain guidelines. I certainly acknowledge your frustration and regret that you were left with the feeling that this situation could have been handled more professionally. [redacted], I apologize for any inconvenience you experienced. As a customer service gesture, I am including four Discount Codes. 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[redacted], Discount Code [redacted], in the amount of $75[redacted], Discount Code [redacted], in the amount of $75[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]

Complaint: [redacted]I am rejecting this response because:
I did earn the miles! it's well over 26K. Please reinstate MVP.
 
Activity date
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: If the Alaskan airline check in computers had been working properly we would have been through in enough time.  Also if you would have had staff at the front desk we would have been on time. We fought with the checkin computer for at least 5 minutes and there was no one at your front desk.. lights were off. well Before the 40 minute cutoff.
There was approximately 5 people in the airport and no one in the security line.. Your Missoula staff open and close whenever they feel like it,. This is ridicules and based on your response you don't really care about the way they represent you or how they treat your customers. They cost us additional headache, money and stress..  Not to mention babysitters.
Upon leaving on the next flight out, we didn't even board until 10 minutes prior to departure, meanwhile an alarm was buzzing for over 1 1/2  hours while we waited... again no representative there until 10 minutes prior to boarding.
Apparently the budgets cuts you are making in your organization are apparent and appalling .  I ask that you reconsider the amount you are offering for our inconvenience and the poor service at least proving that you care about your online reputation and the Alaska Airline image.  
 
 
 
 
Sincerely,[redacted]

September 13, 2017Dear [redacted],Thank you for sharing your feedback via the Revdex.com.  In review of your reservation, it appears that both your reservations had minor schedule changes. Schedule changes are a common occurrence in the airline industry worldwide, as...

airlines change their schedules every few months to accommodate ever-changing seasonal fluctuations in demand. When a schedule change does happen, our automated schedule change systems go to work to find the best alternative arrangements for your itinerary and make every effort to notify you via email or telephone within a few weeks of your schedule change. While our scheduling agents do their utmost to keep changes that negatively affect our customers to an absolute minimum, there will inevitably be some changes that greatly inconvenience one or more of our customers. In such instances, we understand that our suggested alternative may not work and will do our best to offer viable options, including itinerary date or time changes with no change service fee or a full refund.
In review of your reservation details, I found that you had a minor departure change for confirmation [redacted]. You are still booked on flight 1597, however you will be departing 32 minutes later at 7:00AM. For reservation [redacted], the originally scheduled flight has been discontinued, and therefore you were rebooked on flight 1598, which will depart approximately 2 hours later. Please contact Reservations at 1-800-252-7522 to re-confirm your flight and request a new confirmation email. There is no charge to the guest when a schedule change occurs. I apologize for the misunderstanding and that you were not aware of the changes. We do our best to notify customers as soon as possible. Based on your reservation details, it was found that your change occurred on September 3rd, and our Reservations Department had not yet sent out notification.As always, thank you for choosing Alaska.Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

December 8, 2017Dear [redacted],Thank you for sharing your feedback via the Revdex.com.
I am sorry to hear of the difficulties you had with your ticket. Unfortunately, since you purchased your ticket through [redacted], and it was on another airline ticket stock, we do not have the ability to...

make changes to the ticket. For tickets purchased directly through Alaska or on our ticket stock, we certainly have more flexibility to assist our guests with making the type of corrections that you explained. I am sorry for your experience. In regards to your request for a refund, I would suggest contacting [redacted] or [redacted] for further assistance with this request. [redacted], we value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

December 29, 2016
Dear [redacted],
I appreciate that you took the time to contact Alaska with regard to 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 in the form of a check. I have asked our...

Accounting Department to issue a check in the amount of $450.10. This will be mailed to the address you provided. Please allow 7-10 days for this to arrive.
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]

Complaint: [redacted]
Hello Trisha,Thanks for your response. I am attaching the expedia receipt, unfortunately they included the original cost and don't have a breakdown.
Sincerely,
[redacted]

June 30, 2017Dear [redacted],Thank you for sharing your feedback regarding your recent travel. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
I am sorry to hear of the misunderstanding regarding our baggage fees...

and waivers. As an American Airlines Frequent Flyer, to receive a bag fee waiver when traveling on Alaska, you would have to have elite status with American or a Alaska Airlines Signature Visa credit card. I am sorry if you were told otherwise. I found that an exception was made for your outbound travel. However, the agent in Santa Ana was correct in advising you that you would have to pay the fees for your bags. That said, as a customer service gesture I am happy to refund the baggage fees paid. We will request a refund which can take up to 7-10 business days to process depending upon the bank card issuer.[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 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 am sorry that you are disappointed with my previous response. I took the liberty of investigating your situation further, and reached out to our Pricing Department for more information. They were able to confirm that the coach fare available for your flight, at the time you changed your ticket, was $285.00. This fare would include a change fee of $125.00, which would be a total cost of approximately $410.00. The value credited from your original ticket was $59.53. This would equate to a total out-of-pocket cost to you of approximately $350.47 had you chosen to change to the coach fare. As you are aware, you paid $315 to make the changes with your ticket to First Class. While I certainly understand that our agent should have been more forthcoming in her communication to you regarding what was available, it does appear that you were offered the lowest available price. Once again, I apologize for any confusion. 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]

Complaint: [redacted]
I am rejecting this response because:I am contacting Alaska Airlines to resolve this case.  I have contacted Alaska Airlines numerous  times about this problem and have only contacted the better business urea after their customer service representatives refused to deal with this issue in any way whatsoever or reply to my calls/emails/in person contacts.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:Simply reimbursing me for the hotel (that I was promised that would be there when I landed, wasn't, and then was told to figure it out myself) is not sufficient. Not taking me as seriously, or reimbursing me at the same level as other people who were upset because I am younger and/or was less vocal is not okay. Causing me to miss work, lose out on money needed to make ends me and putting my job in jeopardy is not okay. Not reimbursing me for the flight that you messed up, and not reimbursing me the full amount of the flight is not okay.You need to take people seriously, treat them better (I was treated VERY rudely on the phone and at the desk), make genuine attempts to keep customer relationships, and when YOU mess up, take responsibility and make it right. You are very, very far behind just about every other airline when it comes to these things. Sincerely,[redacted]

Below is a copy of our second response sent 11/30. Please let me know if this is still insufficient for your insurance purposes, and I would be happy to rewrite it.
Trisha V[redacted]Customer Advocacy Specialist
November 27, 2015Dear [redacted],I appreciate that you took the time to contact Alaska...

Airlines with regard to your delayed flight.Our records indicate that [redacted] was confirmed on Alaska Airlines flight 34on 11/21/2015 from Seattle to Chicago with a scheduled departure time of 8:30 am and an arrival at 2:25 pm. Regrettably, Air Traffic Control delayed this flight due to snow and ice in Chicago. Alaska Airlines flight 34 arrived in Chicago at 4:34pm but did not arrive at a gate until 6:37 pm local time, again due to Air Traffic Control in Chicago.[redacted], thank you very much for calling. We look forward to welcoming you aboard an Alaska Airlines flight in the near future.Sincerely,Lauren H[redacted]Customer Care SpecialistReference#: [redacted]

December 12, 2017
Dear [redacted],
Thank you for your reply.
Once again, I sincerely apologize for your experience. I have followed up with our Accounting Department, and they confirmed that since your ticket is held with [redacted] we are unable to assist you with your request. I must respectfully suggest that you contact [redacted] for assistance with this matter.  Your unused ticket number is [redacted]
Sincerely,
 
Trisha V[redacted]Customer Advocacy Specialist
Reference#: [redacted]

June 28, 2017Dear [redacted],Thank you for sharing your feedback regarding your cancelled 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.[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] Otjen, 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,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]