Alaska Airlines

April 13, 2017Dear [redacted],Thank you for sharing your feedback via the Revdex.com. As a valued guest, I sincerely apologize that you didn't receive customer service that met or exceeded your expectations. Being unhelpful or impolite is certainly not our norm or something we condone at...

Alaska Airlines. We strive to provide exemplary service on each and every flight to all of our guests and it sounds like we fell short. By taking the time to contact us and giving us your feedback, you have not only given me the opportunity to hear your concerns, but also an opportunity to be proactive in preventing a similar situation from occurring again. I have shared your comments with our Inflight Manager to follow up internally. I am confident that on a future flight you will enjoy the high level of service that Alaska Airlines is known for and that you deserve.
[redacted], I apologize for any inconvenience you experienced. Unfortunately, I am unable to provide a refund of your ticket and baggage fee in this circumstance. However, as a customer service gesture, I am including a Discount Code. Please reference the appropriate code below at the time of booking. To use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form.Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. Discount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed fares. Complete Discount Code rules and restrictions can be found online at alaskaair.com.[redacted], Discount Code [redacted], in the amount of $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]

May 10, 2017Dear [redacted],Thank you for sharing your feedback via the Revdex.com regarding your recent flight.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 unexpected crew issues. We understand that cancellations are frustrating and regret that you had little sleep the night before your family wedding. [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] Le, 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]

Complaint: [redacted]I am rejecting this response because: Alaska Airlines Rep that I spoke with was very nice and did her best to help me.  Unfortunately, she could not change my flight because it was a vacation package.  She said I had to contact Travelocity and ask them to change it.  I will not contact them because I have already spent several hours on the phone with them.  I will not be using Alaska's vacation packages ever again.  The agent I spoke with also stated that she didn't know why they wouldn't just change it because there were plenty of flights.    She did try and remedy the situation by putting a note in our file so when we get to the airport for our return flight we can request the change there.  
The problem, I have is there is no guarantee of a seat on the way back and that Alaska's name is on the vacation package but they have no control and can not take ownership of the situation.   In addition, the booking appears to have been done by me, which, is not the case.  I booked it with a Alaska Vacation Travel agent on the phone which was a 2+ hour conversation. 
 
What I would like is for Alaska Airlines to get our flight fixed through the travel agency that they use to this flight 
215
SJD
2:45 pm
SEA
8:35 pm
6hours 50minutes
Thank you
Sincerely,[redacted]

June 20, 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.Because our customers count on us for an orderly and on-time departure, we have...

instituted a check-in procedure that requires our customers to be checked in with a boarding pass at a minimum of 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. In review of your reservation details, I was unable to confirm that you were checked-in prior to your attempts at the airport when it was already within the 40 minute cut-off. That said, it is still necessary to have a boarding pass to be fully checked-in and our agents are not able to print a boarding pass inside of the 40 minute cut-off. The agent did follow proper procedure in this instance. I am sorry if you felt this should have been handled differently. Alaska is a service-oriented business serving millions of passengers every year across three countries. As such, we have implemented certain guidelines and procedures to ensure the service each customer receives is consistent and fair. We encourage our guests to familiarize themselves with our guidelines and procedures, which are available on our website at alaskaair.com or through our Reservations Department at (800) 252-7522. I sincerely apologize that this procedure inconvenienced you on your recent trip and hope your future air travels go smoother.
In review of your reservation, I found that the ticket was traveled on for a flight later that day. Therefore, we must respectfully decline your request for a refund of the ticket cost. [redacted], we value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

August 18, 2015Dear [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. 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 or confirmation code. 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]

December 4, 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.Careful handling of your luggage is a critical part of our service and it is discouraging to know that we let you down. While such situations are rare, with rates of affected passengers generally less than one percent, we never desire to inconvenience our valued customers. Please accept my apology for your extended wait for the return of your checked luggage. Additionally, I apologize for the lack of communication with regard to the when and where your bag would arrive. I assure you that the details of this matter will be shared with our Customer Service Managers at the involved stations for their review. We will continue to work toward meeting your expectations in the future.[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] Meier, Discount Code [redacted], in the amount of $150I 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 19, 2016
Dear [redacted],
Thank you for your reply to the Revdex.com regarding your recent travel. I found that you have been in contact with our Customer Care Department regarding this incident. We want to assure you we have reviewed your concerns again...

to ensure you have been treated fairly.
As was mentioned in our previous correspondence to you, Our crew is responsible to ensure the safety of all our passengers. For lap infants, this means that they remain seated in a manner that would ensure their safety during takeoff. In our investigation of the incident, we found that you were given the option to find a solution that would ensure that your daughter would remain safe for take-off and landing. However, you ultimately decided to deplane the aircraft. Additionally, we did offer to rebook you on a flight the next day, which you also declined. Accordingly, we are unable to provide a refund of the new tickets you chose to purchase on [redacted] Airlines. That said, we have made an exception to provide a partial refund and compensate you for some of the inconvenience.
In review of our records, I found that we have refunded the unused value of your tickets. In addition, as a customer service gesture we have issued a check in the amount of $375 to help with some of the additional expenses that you incurred. We must respectfully decline your request for an additional refund.
 
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 SupervisorReference#: [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. The amount reimbursed for the car rental was actually $103.24, not $250 as they claimed, however I was reimbursed nonetheless. The major issue here was the quality of customer service. I understand that delays happen, and most are outside of the airline's control. However, customers should be treated with respect in these circumstances.
I am happy with the voucher codes I have received. I hope that my next experience proves better than the last.
Sincerely, [redacted]

April 21, 2016
Dear [redacted],
Thank you for your reply. 
We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot 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,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

Complaint: [redacted]I am rejecting this response because the business just copy & pasted the original response.
This incident were caused by weather, instead of ATC. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
As mentioned before the issue here is two fold. First, People that arrived after me were allowed to board and I was not. Secondly, I received a call from the gate after I had already been rejected and treated poorly at the front desk. This agent that called me, from the gate, explicitly advised me that they can wave the fees to change the ticket (In this conversation, she actually wanted me to go back to the front desk and advised them that she was waiting for me to board and that they should let me through, but I had already called a cab and was almost home by the time I received this call). I am contesting that I had a verbal promise that this was going to be done and every representative, after the gate agent, has not delivered on that promise. Furthermore they have instead notated my account with statements that they would not follow through with their promise because I spoke with a different representative that did not agree with the gate agent. I have repeatedly received unprofessional and very poor service from your company, with the exception of the gate agent who genuinely tried to resolved my issue.
Sincerely,[redacted]

August 15, 2017Dear [redacted],Thank you for contacting the Revdex.com.
We understand from your email, that your flight from Seattle to San Jose was cancelled and you were rebooked on a flight the next day. You elected to purchase a flight on Southwest Airlines that would get you to San...

Jose the same day. The Customer Service Agent that you spoke with, advised that you could get reimbursement for that ticket. You have since contacted Customer Care and have been told that they can not reimburse you for the Southwest ticket.
When we are faced with the unfortunate prospect of canceling a flight, regardless of the cause, we have empowered our Customer Service Agents to address your immediate travel needs by rebooking you on the next available Alaska flight to your destination at no additional charge. In short, we ask that our Agents provide all reasonable assistance to get you to your destination without further delay. In the event that you elect to purchase a new ticket on another airline, we are unable to reimburse for those expenses. However, we will certainly reimburse you for your unused ticket with Alaska Airlines if you do chose to buy a new ticket on another airline.   In my research of your concerns, I found that our Customer Service Agent had documented their discussion with you regarding your rebooking options. It was explained that compensation would need to be addressed with our Customer Care Department. We found that you were compensated with a $250 Discount Code for future travel. I have included this email below again for your reference. Additionally, your unused ticket in the amount of $344.44 has been refunded back to the original form of payment. Please allow 7-10 days for this to process. Due to the circumstances described, we are unable to offer an additional refund of your Southwest Airlines ticket.
Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent we failed and we regret any misunderstanding regarding your refund and rebooking options. We understand this was a frustrating experience for you and offer our sincere apologies.  [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]

Complaint: [redacted]I am rejecting this response because: This flight cost over $876 for our family of 4.  Alaska offer of  $75.00 simply shows indifference and disregard for their customers concern.  An appology in not enough! We want our money refunded and we want to know what alaska air is going to do so that this doesn't again.  Below is a copy of the last email I received from alaska air (on 8/11/16) prior to the 10/12/16 trip:
Your travel plans have changed.
 
Confirmation code: [redacted]Dear [redacted],
 
We hope you're looking forward to your upcoming trip on 10/12/2016.
We need to let you know about a change in your itinerary. The details of the change are below, but rest assured you are booked on the closest available option to your original itinerary.
Your new reservation is confirmed and you do not need to reconfirm. But, if you would like to view your reservation, visit us online or download our mobile app.
Here is your updated flight information:
Confirmation Code: [redacted]
 
Alaska Airlines, Flight [redacted]Operated by Skywest AirlinesDeparting Washington - Reagan National, Washington DCWednesday, October 12, 7:25 amArriving Los Angeles, CaliforniaWednesday, October 12, 10:14 am Please check-in with American Airlines.Alaska Airlines, Flight *Departing Los Angeles, CaliforniaWednesday, October 19, 1:00 pmArriving Washington - Reagan National, Washington DCWednesday, October 19, 8:57 pm Seat Assignments:[redacted] - [redacted] - DCA to LAX - Oct 12 - 28A[redacted] - [redacted] - DCA to LAX - Oct 12 - 28C[redacted] - [redacted] - DCA to LAX - Oct 12 - 27B[redacted] - [redacted] - DCA to LAX - Oct 12 - 27A[redacted] - AS * - LAX to DCA - Oct 19 - 23A[redacted] - AS * - LAX to DCA - Oct 19 - 23B[redacted] - AS * - LAX to DCA - Oct 19 - 24B[redacted] - AS * - LAX to DCA - Oct 19 - 24A
 
If you have any questions about this change, please call Alaska Airlines at [redacted].
As always, thank you for flying with us.
 
-Alaska Airlines
The information listed for flight [redacted] seat assignment is false,  and when Icalled Alaska air  about it my concerns were dismissed with " Sorry we can' do anything about an American Flight". We would like our refund please.Sincerely,[redacted]

July 25, 2017Dear [redacted],Thank you for contacting the Revdex.com regarding your unused tickets.
Our records indicate that you have since been working with our Customer Care Department and a refund is currently processing for the tickets. If you have any further concerns, please let...

me know. As always, thank you for flying with us.  Sincerely,Trisha V[redacted]Customer Advocacy SpecialistReference#: [redacted]

March 22, 2016
Dear [redacted],
Thank you for contacting the Revdex.com regarding your Alaska Airlines credit cards and Mileage Plan account. Below is a copy of the correspondence previously sent regarding this matter. Our stance remains the same.  
Hello [redacted],
Thank...

you for your reply. These are the Term & Condition you agreed to when signing up for the Alaska Mileage plan.  
In the event a Mileage Plan member violates these Conditions of Membership, perpetrates a fraudulent or deceitful act against Alaska Airlines, any of its partners or any of its customers, or engages in behavior offensive to Alaska Airlines' employees, partners or customers, Alaska Airlines may, without notice and in its sole discretion, suspend the Mileage Plan member's account; terminate membership in the Mileage Plan program; cancel all previously accumulated mileage; refuse to transport on a temporary or permanent basis; and/or confiscate any certificates or tickets previously issued. 
This matter is now closed. 
Kind Regards,[redacted]Customer Care 
Thank you for taking the time to contact the Revdex.com.
Sincerely,[redacted]Customer Advocacy SpecialistReference#: [redacted]

April 18, 2017Dear [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.In an industry where customer service is a key feature, Alaska has always strived to provide exceptional service to our customers. From what you have portrayed, it is apparent that we have failed you in this regard. Along with my sincere apologies, I would like to offer you my assurance that your concerns have been shared internally. Unfortunately, we are unable to share any outcome of the internal follow up. If you have additional concerns and still wish to speak to someone by phone, our Customer Care Department is happy to discuss this with you further. They can be reached at [redacted], Monday through Friday 8:00 AM to 6:00 PM.  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]

October 12, 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.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 the late arriving inbound flight. When you are faced with the unfortunate prospect of missing a flight, regardless of the cause, we have empowered our Customer Service Agents to address your immediate travel needs by rebooking you on the next available Alaska flight to your destination at no additional charge. Further, if the flight delay or cancellations, was the result of a situation within the control of Alaska, such as a cancellation for mechanical, crew scheduling, or similar issues, our Agents may rebook you on another air carrier at our expense, should a practical alternative exist. In short, we ask that our Agents provide all reasonable assistance to get you to your destination without further delay. From what you’ve portrayed, it is apparent that we have failed you in this regard and for that I sincerely apologize.[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 $300I 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
The compensation provided by customer service is inadequate compared to what I went through. I'm going to need further compensation.
Sincerely,[redacted]

May 31, 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 disagree with the information in our previous response. Our electronic records show that your attempt to check-in at the kiosk was past the cut-off time. That said, I see that you have since received a response from our Customer Care Department regarding this matter and they have issued you a $50 Discount Code as a customer service gesture. I have included this correspondence below again for your reference. Accordingly, no further compensation will be issued.
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]
May 29, 2016
Dear [redacted],
Thank you for sharing your comments on Alaska Listens. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
In an industry where customer service is a key feature, Alaska Airlines has always strived to provide exceptional service to our customers. From what you have portrayed, it is apparent that we have failed you in this regard. Along with my sincere apologies, I would like to offer you my assurance that your concerns will be shared with the Customer Service Manager for further review.
We recommend that you check in 2 hours prior to departure to allow yourself enough time to proceed through the ticket counter line and reach your gate for boarding at least 40 minutes prior to departure. While we understand the importance of a quick, convenient check in process, there are factors that will occasionally cause long lines at the ticket counter. I apologize for any inconvenience you experienced. I have shared your comments with the Portland Customer Services Manager for her review.
[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]
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,Cynthia R[redacted]Customer Care RepresentativeReference#: [redacted]

December 4, 2017Dear [redacted],Thank you for sharing your feedback via the Revdex.com regarding your upcoming travel.  
In review of your comments and reservation details, we understand you made changes to your ticket on November 8th, and believed that your party of...

four would be seated in Premium Class together. However, when you recently spoke to our Reservations Department, it was found that you were seated apart and not in Premium Class. The agents you spoke to were unhelpful in resolving the problem.
Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent we have failed. We understand that good communication goes a long way, and that this has been a frustrating experience for you. We did find that when you made the changes on November 8th, that you were confirmed in seats 12 ABC, which is not premium class. I apologize for any misinformation you received. However at that time, it was confirmed that you would be separated from [redacted], who is seated in row 8. Due to the miscommunication, our Reservation agents and supervisor did their best to honor the exception for Premium Class seats, but unfortunately there are no other seats in Premium class available to change you to, without separating your party. Please know, we did attempt to contact other guests on the flight, but were unable to get any volunteers. Additionally, we were unable to find any other flights that would accommodate your request. I regret any disappointment and do hope that you will enjoy the seats of your choice on a future flight. [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 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 $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]