Alaska Airlines

April 12, 2016
Dear [redacted],
Thank you for sharing your feedback with the Revdex.com regarding mileage award 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.
We offer a variety of...

fares in the markets we serve, from highly discounted advance-purchase fares that come with certain restrictions to flexible, unrestricted fares. The exact amount of the fares in a given market are determined by a number of factors, including demand, distance, competition, season, and operating costs, among others. Award travel seats are offered under the same structure, and seats can be limited at each award level. On high demand flights, airlines will try to increase revenue by limiting the number of award seats available at the lower fares or mileage. The number of tickets previously sold on your desired flights and the number of days until your flight departs will determine the fares available to you. In most cases, as your desired flight nears its capacity and departure date, the higher the fare will be. Accordingly, I am unable to honor a fare that is no longer available on your selected travel dates. I sincerely apologize that the fares available for your upcoming trip did not meet your expectations. As feedback from our customers is taken in to account when determining our fare levels and availability, I have taken the liberty of sharing your comments with our Revenue and Yield Management Departments for their review. [redacted], as a customer service gesture, I have deposited 3,000 miles into your Mileage Plan account. 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 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.
We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.Additionally, I am sorry that you feel the mobile check-in procedure is not convenient. Please know that when using the mobile site to obtain a boarding pass, there is an option to email the boarding pass to yourself. This is the recommended process when using the mobile site instead of the mobile app.  
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]

September 22, 2016
Dear [redacted],
Thank you for sharing your feedback via the Revdex.com. 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.In review of your concerns, I do see that you spoke to our Customer Care Department regarding this situation. They did already send an email on September 13th, which included two Discount Codes as a customer service gesture. I apologize that you did not receive the email. I have included it below again for your reference. That said, the Discount Codes were intended as a customer service gesture to compensate you for some of the costs you incurred. Accordingly, I am unable to provide a refund for your expenses.
[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]

April 13, 2016
Dear [redacted],
Thank you for your reply to our recent communication. 
As mentioned in the previous correspondence sent to you, any of our follow up with our employees is strictly handled internally. Your comments regarding your experience have been shared with our Seattle station management who will follow up with our team members directly, but any actions taken are not shared publically for the sake of our employee's privacy.  
 
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 Acvocacy Specialist Reference#: [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]

January 31, 2017
Dear [redacted],
Thank you for sharing your comments via the Revdex.com regarding your reservation, UACSQQ. 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 vital, we have always made every effort to provide exceptional service and value to our customers and I regret to hear that you booked the incorrect flights. Additionally, I apologize that our Reservations Agent was not more understanding. We understand that things happen and due to what you described, we are happy to offer an exception and change your reservation without a service fee. Please contact our Reservations Department at 1-800-252-7522 to change your itinerary. Simply reference your when you call, your reservation has already been documented as such. Please know that you may still be subject to a difference in fare for the new flights that you confirm. [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]

May 15, 2017Dear [redacted],Thank you for sharing your feedback via the Revdex.com.   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. We encourage you to allow an additional 30 minutes if you are checking in with an unaccompanied minor. 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. In review of your reservation details, it was found that you arrived at 34 minutes prior to your departure, which was not sufficient time. Accordingly, our agent was correct in advising you that your children would not be able to travel on their originally scheduled flight. I sincerely apologize that this procedure inconvenienced you, and that you were not aware of the check-in policy. 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. However, for your situation, it was found that the difference in fare was waived as a customer service gesture. That said, I am unable to offer an additional refund of the change fees collect, or the transportation costs you incurred. [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]

March 21, 2017
Dear [redacted],
Thank you for sharing your comments via the Revdex.com regarding your recent travel from Seattle to Spokane. 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 45 minutes due to an issue with the window shield. 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.Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent we failed and I regret that our agents did not provide frequent updates regarding the status of your flight. We understand this was a frustrating experience for you and offer our apologies. We understand that good communication goes a long way, and we will work harder to meet your expectations in the future.
 
[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: I am very thankful and grateful to accept the return on the $250. However, again, I stress that this trip was an attempt at a gift far out of our means. The price of the tickets alone are equivalent to literally 2 and a half months' rent. A total refund would put an end to a significant amount of grief we are currently facing, especially as the wedding date approaches. Please reconsider a full refund. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: The actual problem of feces and the health issues with that had never been addressed and the handling of that situation. You spoke of the allergy issue, most of the content of my complaint was Re: the feces of this animal etc etc etc. 
Sincerely,
[redacted]

June 23, 2016
Dear [redacted],
Thank you for contacting Alaska Airlines via the Revdex.com.
Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent we failed to communicate clearly with you regarding the ticket options...

available. 
We offer a variety of fares in the markets we serve, from highly discounted advance-purchase fares that come with certain restrictions to flexible, unrestricted fares. The exact amount of the fares in a given market are determined by a number of factors, and in most cases, as your desired flight nears it's departure date, the coach fares available will be at peak prices. The price of a last minute coach fare, is actually very close to the amount of a First Class fare. What is important to know, is that coach fares would have a change fee of $125 collected in addition to the difference in fare. It is very common that with a last minute change, like the one you made, the First Class fare was actually of lower cost than the coach fare available, since you do not incur a change fee with a First Class fare. Unfortunately, I cannot verify the fares that were available at the time you made your change, but I did research the price of the coach fares for your flight, and they certainly would have cost more than what you were charged. That said, I do feel confident that this was the situation with your ticket, since we do encourage our ticket agents to offer the lowest price tickets available regardless of class. I sincerely apologize that this was not communicated to you at the time. Accordingly, I am unable to offer any refund of the fare you paid.
Once again, I am so sorry for any misunderstanding or disappointment you experienced. I found that our agent in San Jose did issue you a $50 Discount Code as a customer service gesture. My sincere hope is that you will utilize this code on a future Alaska Airlines trip. As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.Sincerely,[redacted]Customer Advocacy SpecialistReference#: [redacted]

March 31, 2016
Dear [redacted],
Thank you for your reply. As mentioned before, we consider this matter closed.
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. Sincerely,[redacted]Customer Advocacy SpecialistReference#: [redacted]

Dear Ms. [redacted]:
In investigating Ms. [redacted]’s response, Complaint ID [redacted], I find that her desired settlement has already been reached.
Ms. [redacted] flew Fairbanks to Seattle connecting to Houston on January 10th.  Her back was checked all the way through to Houston.  Ms. [redacted] arrived...

into Seattle about 5:45 am to connect to her Houston flight 1030 am.  Ms. [redacted] changed her flight on the 10th at 940 AM however this change was too late to retrieve her bag.
Our Houston office called Ms. [redacted], on the 10th to advise her bag arrived and wanted to know what she wanted done with it.  She told the station she would arrive the following morning at 545 am. They agreed to lock her bag up in their office and indicated she would need to pick it up when she landed.   As Ms. [redacted] stated, she went to wait for her ride before retrieving her bag.  By the time Ms. [redacted] returned for her bag at 0750, the office was already closed as this was more than two hours after her flight arrived.
In a case like this, where the passenger chooses to voluntarily separate from their bags we are not obligated to pay for delivery.  Ms. [redacted] lives in Lake Charles, LA and told our staff it was not an option for her to return and pick up the bags therefore expected us to incur the cost of getting the bags to her.
We did set up the bag at the closest airport possible for her to retrieve at our own expense and issued a $200 ecert valid for travel on Alaska Airlines.  We did both as a customer service gesture.
Again, I find that her desired settlement was reached as she received her bag on 1/18/2017.
 
Please let me know if you have any further questions.
 
Michelle K[redacted]
Alaska Airlines,
Central Baggage Services

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. 
Please also forward below message to the business:
It is true that an agent in Maui offered us rebooking of the flight to Walla Walla. However, we considered not to take this option because of several reasons: 1. the flight she suggested us to take is an overnight/red eye flight, and departs in about 12 hours, which is quite time wasting for us to stay 12 hours in airport since we've returned our rental car; 2. my husband has an important meeting in the morning (9am) of Dec 21, we can't arrive later than that; 3. ground transportation is still an issue when we arrive at Walla Walla as it's about 60 miles away from Pasco, and we will need to rent a car at our own expense. When we told her that we decided to take the original flight to Portland, she agreed and suggested us to ask for advise from the counter in Portland, that's exactly what we did, and we were advised by Alaska agent at Portland airport to rent a car by ourselves and then ask Alaska airline for a reimbursement.
I'm attaching the following files:
1) rental car contract
2) gas cost receipt
3) The note provided to us by Alaska agent at Portland airport. (We were told to follow the note to require reimbursement but it didn't work)
 
Please mail the check to:
[redacted]
Richland, WA99354
 
Sincerely, [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]