Alaska Airlines

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 was at the airport and the kiosk more than 40 minutes prior to boarding (~3:30pm). However the kiosk still did not allow me to check in. When I asked for help the agent at the line didn't bother to check out the kiosk and told me to wait in the line.
By the time I got to the front of the line by begging other passengers, there was still 35 min to my flight! At that time the agent at the desk, called Reno and confirmed that she could check me in. My interaction with the agent at the line and asking other customers to get to the front of the line certainly took more than 5 minutes so it is unrealistic to say that I was NOT at the kiosk 40 min prior to my flight. 
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because Alaska Airlines made no promise to ensure this doesn't happen to future customers. They ultimately profited from this cancellation at the expense of their customer. This is not a transparent business model and it's one that harms the individual for company profit. I have never had such an experience with the other major airlines; therefore, there is no reason Alaska cannot work to ensure this doesn't happen to future individuals. I'll be certain to never fly with Alaska Airlines again.
Sincerely,
[redacted]

February 22, 2016
Dear Mr. [redacted],
I appreciated receiving your email from the Revdex.com regarding the recent emails you have been receiving from Alaska Airlines.
I apologize that you have been receiving unwanted emails. In my research of your concerns, I reached out to our email...

marketing department for more information. They advised that your email address has been removed from our database. You should not be receiving any further emails from us. That said, if you book a future reservation on our website using your email address, you may receive another Mileage Plan invitation email from us. Mr. [redacted], thank you very much for writing. We look forward to welcoming you aboard an Alaska Airlines flight in the near future.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. My goal was not to receive any materiel in reparation of this incident. I just voiced my concern so the customer service of my favorite Airline get better. I do appreciate the offer and am thankful to the team. Sincerely,
[redacted]

Revdex.com:I received an email response on 3/23 directly from Trisha at Alaska Airlines, and I see that miles were posted to my Alaska account on 3/22 to finally address the issue of the missing miles for my flight last year.  Additionally, extra miles were also posted as a courtesy.  I consider the matter now resolved.
Thank you very much for your help.
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: The wording on the website is misleading.  There should be a difference between a ticket booked on [redacted] with an AA flight number & one booked through [redacted] without an AA flight number.  Especially when it cost me extra money to book the same flight with an AA flight number.  With the 1000 miles already credited to my account, I still believe I am entitled to the remaining 627 miles.Sincerely,[redacted]

August 22, 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.
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 a mechanical issue resulting in the late inbound arrival of your aircraft. 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.[redacted], due to the additional inconveniences that you mentioned, as a customer service gesture, I am including three new $200 Discount Codes in lieu of the previously issued codes in the amount of $125. 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 $200[redacted], Discount Code [redacted], in the amount of $200[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,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

April 11, 2016
Dear [redacted],
Thank you for sharing your comments 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.
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 make every effort to notify you via email or telephone. Our records indicate that a message was sent regarding the change to your departure time on January 5, 2016. This was sent to the email and phone number in your reservation. In review of your reservation details, I found that your booked your travel through a travel agency. It is the responsibility of the agency to notify you of any changes to your travel itinerary at the time they receive the notice. I apologize that they failed to rely this information to you, and caused you to miss your flight as a result.
I am sorry that you feel the agents were not more accommodating by offering to change your ticket for free. 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, the options provided to you for rebooking were correct. We're sorry, but in this situation we cannot offer waivers or refunds.
[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 $50[redacted], Discount Code [redacted], in the amount of $50[redacted], Discount Code [redacted], in the amount of $50[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]

Complaint: [redacted]I am rejecting this response because:
Alaska Airlines cannot prove my "lateness" to the flight. As stated in the text of the original email response I received on 20 December 2016, I must be "available for boarding at the departure gate at a minimum of thirty minutes prior" to departure. After being denied boarding at the ticket counter, on a flight for which I had already paid, on account of the ticket agent not having time to assist me because he had to go load luggage - I continue to maintain Alaska's meager staffing protocol is what cost me the original flight - the plane and I then sat at the same terminal for over thirty minutes, and this at a terminal where it takes a handful of minutes to get through security - there were no lines - and the gate is up a flight of stairs, a couple hundred feet to the right.
I was denied access to my flight by the agent working at the ticket counter, not the gate agent, leaving the issue of my "lateness" entirely disputable; the gate agent is the final judge as to whom is on-time or late. I never saw the gate nor its agent. 
I continue to argue that Alaska's terms of service are heavily weighted against the customer and need to be addressed more logically in my case. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I don't think you fully understand. All we wanted was to wait to see if anyone else misses there flight and take there spot on stand by. The agents rudely took our standby tickets away from us and told us to leave. One of our friends [redacted]. Did wait at the gate and got on the plane. He told us there was several open seats on the 11 pm flight. The agents attitude and unprofessionalism prevented us from having a chance to get home. Also the agent never called for us she only called for the missing people who didn't show. I spent over 1k for 3 last min flights on another airline and hotel. Not to mention the repercussions we received from our work because we didn't make it back. 
 
 
 
Sincerely,[redacted]

January 23, 2017
Dear [redacted],
Thank you for your reply.
In review of your Mileage Plan account details, I found that you accrued 12,879 on Alaska and 22,621 on Alaska and qualifying partners. As mentioned in my previous correspondence, to qualify for MVP status, you must accrue at least 20,000 on Alaska or 25,000 on Alaska and qualifying partners. Please be aware that bonus miles do not count toward elite status. For more information, we encourage you to visit our website at alaskaair.com or you may also contact our Customer Care Department by phone at 1-800-654-5669. They would be happy to answer any questions regarding your account, and the elite status qualifications. 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]

Dear Sir or Madam,Alaska Airlines has provided a satisfactory response.  Thank you for your kind assistance.With my thanks,[redacted]

November 24, 2015Dear [redacted],I appreciated receiving your email from the Revdex.com regarding your recent travel. 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.As you know safety is our number one priority. Unfortunately, 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. We know that each of our customers travels for a reason and that being delayed several hours is inconvenient. Our passengers are varied and come from all walks of life, and as such we do not base our service gestures on missed wages or try to put a monetary value on a person's time. We simply want to let you know that we are sorry you have been delayed, which is why we offer a service gesture. Accordingly, I must decline your request for a reimbursement of your tickets. I have included below a copy of our previous correspondence to you for your reference. Once again, I apologize for the inconvenience this situation caused. We appreciate you taking the time to provide your feedback regarding you experience. [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]November 6, 2015Dear [redacted],

Complaint: [redacted]This issue has not yet been addressed.  The copies of documents that Alaska Airlines asked for have been sent to [email protected] per their request, and I am waiting for them to post the miles to my account.
Sincerely,[redacted]

March 25, 2016
Dear [redacted],
Thank you for contacting the Revdex.com regarding the change fees for your reservation. 
We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.After researching your reservation, and...

reviewing records regarding your discussion with our Customer Care Department, I found that you did arrive too late for check-in for your flight. In this circumstance, we do not offer a waiver of the change fee, since your ticket was non-refundable. As was mentioned before, you do have the value of the unused ticket to apply toward another ticket. I have included our correspondence below again for your records.
 
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]
November 21, 2015
Dear [redacted],
I appreciated receiving your email regarding your flight out of Albuquerque. 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.
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.
[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,Adora B[redacted]Customer Care SpecialistReference#: [redacted]
March 22, 2016
Dear [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.
You do have a credit for your unused ticket.  Simply call our Reservations Department at 1-800-252- 7522 and provide them with the following ticket number:  [redacted] The value of this ticket minus any fees will be used towards another ticket purchase. 
 
 
 
Sincerely,Adora B[redacted]Customer Care SpecialistReference#: [redacted]

December 7th 2016
RE: ID [redacted]
To: [redacted], Revdex.com Resolutions Consultant.
Dear [redacted]:
We received the complaint from [redacted] and [redacted] on November 28th, 2016.
At Alaska Airlines we take great care in transporting both our passengers and their bags.  In reviewing this...

complaint, I do find that TSA is the only one that went inside the bag and handled the customer’s items.
As a result of the passenger telling us there was a TSA inspection slip inside their bag, the original advice was to contact the TSA as they were the ones that accessed the contents of the bag and this follows our protocol.  The customer was also told to contact us should they need further assistance.
After reviewing their video, TSA admits to handling the toiletry items in the bag. TSA did not open any of the bottles and I believe they returned the items into the bag in the same manner they were packed.
Liquids in checked luggage must be pack in a way to prevent spills as the bags travel through automated belt systems and can often be placed in a pressurized pit in the belly of the aircraft.  Most customers store liquids and lotions in plastic baggies to avoid any accidental opening or leakage of the container.
Alaska did not cause the leakage of the baby oil by mishandling the bag. Having said that, we do value our customers business, I have reviewed the original claim and as a customer service gesture will pay the total amount of $429.68 in an effort to resolve this issue.
I am concerned about the additional allegations of broken, missing, expensive, irreplaceable items and ruined clothing.  I have reviewed all documents back to April of 2016, in particular a statement of damage or missing property document filled out by Ms. [redacted].  This document does not list damage clothing or items that would be considered irreplaceable.  There was mention in a phone call that an ecig, which is not allowed to be transported in checked luggage was cracked.  This item was not claimed on the statement of damage or missing property, therefore would not be covered.
Our agents realized that we were not responsible for the damage yet did reach out with a total of $150 in electronic certificates for our customers as we do value their business.  These can be converted into air miles in the Alaska Airlines mileage program and can be used towards travel on another partner airlines.  Some restrictions do apply.
I find the fees of $151 to have been correct and appropriate, therefore will not be refunding those fees.
We are concerned for the overall experience of Ms. [redacted], and would hope she would be willing to travel on us again sometime in the future.  We have requested a check in the amount of $429.68 and have sent to the address provided in this complaint.  It can take up to 2 weeks to process, mail and receive from the date of this response.

June 14, 2017Dear [redacted],Thank you for sharing your feedback via the Revdex.com.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. 
In my research of your reservation details, I found that we did promise customers compensation for this unexpected flight cancelation, however we did not have an email address in your reservation to reach you. Please find below a service gesture for the inconvenience you were caused.  [redacted], I apologize for any inconvenience you experienced. As a customer service gesture, I am including two 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 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 13, 2016
Dear [redacted],
I appreciate that you took the time to contact Alaska Airlines with regard to the instant credit offer on our website.
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 ads. Select customers using our website are provided an offer to apply for instant credit with Bank of America. This can then be used to purchase a ticket to travel. With that said, it is still necessary to qualify and you must be approved. It does sound as if you were not approved for the instant credit. Unfortunately, I cannot speak on behalf of the approval process, since this is done by the Bank of America. I apologize that the agents you spoke to on the phone were not aware of the offer. However, if you were not approved for the instant credit online, they would not have access to the information either. I regret any misunderstanding.  Thank you for your feedback regarding the offer. As we use input from our customers to shape the future of our company, your comments have been shared with our Marketing Department for review. As a customer service gesture, I have deposited 3,000 miles into your Mileage Plan account.
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]