Alaska Airlines

June 20, 2017Dear [redacted] ,Thank you for sharing your feedback regarding your recent travelIt's our goal to make sure every trip you have on Alaska goes smoothlyThe 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 cheprocedure 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 timeIn review of your reservation details, I was unable to confirm that you were checkprior to your attempts at the airport when it was already within the minute cut-offThat said, it is still necessary to have a boarding pass to be fully checkand our agents are not able to print a boarding pass inside of the minute cut-offThe agent did follow proper procedure in this instanceI am sorry if you felt this should have been handled differentlyAlaska is a service-oriented business serving millions of passengers every year across three countriesAs such, we have implemented certain guidelines and procedures to ensure the service each customer receives is consistent and fairWe 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-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 dayTherefore, 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]

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 meSincerely, [redacted] ***

Dear Revdex.com: This is in response to a complaint from one of our guests, Mr [redacted] dated July 18th, I understand the issue to be that three bags were checked in for a flight departing out of Houston and to date Mr [redacted] has only received two of the three bags First and foremost, we cannot understate how apologetic we are for the mishandling of Mr***s bag We are continuing to search for the bag and understand the urgency and value involved I have asked one of my supervisors to reach out to him personally and update him on any progress we are makingIn the meantime, we did send him some paperwork to fill out that lists the contents of his bag Receiving this form back allows us to search other airlines in the event it was transported on a different carrier I want to assure you we are doing all possible to locate his bag, even to the extent of viewing cameras at chein Houston We will continue to keep you updatedPlease do not hesitate to reach out to our Central Baggage Office should you have any further concerns [redacted] Manager, Central Baggage Services Alaska Airlines

Complaint: [redacted] I am rejecting this response because: The enclosed discount code is not for the specified amount ($200)The attached images prove that the price after the code is applied is not $lower than the price before the discount.Sincerely, [redacted]

May 10, 2017Dear ***,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 timeClearly, that did not happen and I regret that your flight was cancelled due to unexpected crew issuesWe understand that cancellations are frustrating and regret that you had little sleep the night before your family wedding***, I apologize for any inconvenience you experiencedAs a customer service gesture, I am including a Discount CodePlease reference the appropriate code below at the time of bookingTo 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 days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount 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 faresComplete 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 flightI'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 my request is not appropriately taken care ofSincerely, [redacted] ***

June 2, Dear ***, Thank you for sharing your feedback regarding your recent experience in Los AngelesIt's our goal to make sure every trip you have on Alaska goes smoothlyThe best way for us to do that is hearing from you It is disappointing to hear that you unfortunately missed your original flight due to traffic congestion in the Los Angeles areaI am pleased that you were given the option to fly staon a later flightIn review of your reservation details, our Los Angeles Customer Service Supervisor advised that they did page for stapassengers for the 9:flight, and that you were not present at the gateI apologize if the announcements were not heard in the area that you were waitingRegretfully, the last flight of the night out of Los Angeles was overbooked, and subsequently this was the reason that you could not be accommodated on the PM flight Regardless of the circumstances, I am sorry that you feel the situation was not handled as professionally as it could have beenIn an industry where customer service is a key feature, Alaska Airlines has always strived to provide exceptional service to our customersFrom what you’ve portrayed, it is apparent that we have failed you in this regard ***, I apologize for any inconvenience you and your friends experiencedAs a customer service gesture, I am including four Discount CodesPlease reference the appropriate code below at the time of bookingTo 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 days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount 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 faresComplete Discount Code rules and restrictions can be found online at alaskaair.com[redacted] , Discount Code [redacted] , in the amount of $[redacted] , Discount Code [redacted] , in the amount of $[redacted] , Discount Code [redacted] , in the amount of $[redacted] ***, Discount Code [redacted] , in the amount of $ I hope that you will accept my invitation to join us on another flightI'm confident that we will once again live up to your expectations.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

Below is our previous correspondence regarding this guest situation March 30, 2018Dear [redacted] ,Thank you for your reply and I apologize for the delay in responding Your case was inadvertently closed prior to be responded to again.Unfortunately, I am not able to offer you the same compensation that we are required to offer in the event a flight is oversold and someone is unable to travel as scheduled for that reason I am happy to honor the original offers and, in addition to either the Discount Codes or the Mileage Plan points, I would be willing to make an exception to also refund your used tickets for the travel in question You may reply to this email with your preference between the Discount Codes or points I am out of the office today through Wednesday and will be back in the office on Thursday to proceed with the refund and either the Discount Codes or Mileage Plan points I will look for your reply then Once again, I sincerely apologize for any inconvenience you were caused.Kind regards,Michelle ***Manager, Customer AdvocacyReference#: [redacted] February 12, 2018Dear [redacted] ,Thank you for sharing your comments, via the U.SDepartment of Transportation, regarding your recent travel experience with usIt's our goal to make sure every trip you have on Alaska goes smoothlyThe best way for us to do that is hearing from you.Alaska strives to provide exceptional service to our customersFrom what you have shared, it is apparent we failedWe understand this was a frustrating experience for you and offer our apologiesCFR Part details that passengers who are involuntarily bumped from their flights due to the flight being oversold may be entitled to cash compensation In review of your tickets and your flight in question, you were not bumped from your flight because it was oversold It appears there was an error made when your ticket was reissued and, at the time of boarding, both tickets were in Brooke's name Our agents needed to fix the name mismatch issue before permitting you to travelUnfortunately, they did not have enough time to fix the ticketing issue prior to departure and ultimately had to rebook you onto alternate flights.The flight in question actually went out with one open seat, after standby passengers were cleared to board Though we certainly recognize the inconvenience you were caused and sincerely regret the impact this situation had on you, this situation does not fall under CFR Part since it was unrelated to an overbooked flight and that was not the basis of your inability to travel as planned.You were each offered a $Discount Code for the unfortunate error and resulting delay, which I understand you declined, and that offer still standsIf preferred, you may be issued Mileage Plan points in lieu of the Discount Codes (you must have Mileage Plan accounts with us) This would be 16,points per person and points do not expire so long as there is activity in your account at least once every two years Please let me know which option you prefer via a reply to this email[redacted] , it is my hope that your future flights with us will reflect the high level of service you have hopefully come to expect when traveling with usWe value your patronage and look forward to welcoming you aboard another Alaska flight soon.Kind regards,Michelle ***Manager, Customer AdvocacyReference#: [redacted]

Complaint: [redacted] I am rejecting this response because: the response is untruthfulWhile 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 airlineThe service is getting worse and worse through time and I certainly will avoid Alaska airline in future whenever possible Sincerely, [redacted]

December 23, 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 receivedWe 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 amountThe 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 upPlease be assured that we will make no attempt to collect any additional funds from youPlease accept the following Discount Code valid for $off future travel as a gesture of good will Please reference the appropriate code below at the time of bookingTo 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 days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount 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 faresComplete Discount Code rules and restrictions can be found online at alaskaair.com [redacted] , Discount Code [redacted] , in the amount of $ We do hope you’ll consider us again for either air travel or the transportation of your petsI'm confident that we will once again live up to your expectationsSincerely, Shelly P***Director, Cargo Operations and Compliance Reference#:

June 14, 2017Dear ***,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 timeClearly, 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 youPlease find below a service gesture for the inconvenience you were caused ***, I apologize for any inconvenience you experiencedAs a customer service gesture, I am including two Discount CodesPlease reference the appropriate code below at the time of bookingTo 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 days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount 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 faresComplete Discount Code rules and restrictions can be found online at alaskaair.com[redacted] , Discount Code [redacted] , in the amount of $[redacted] , Discount Code [redacted] , in the amount of $250I hope that you will accept my invitation to join us on another flightI'm confident that we will once again live up to your expectations.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

June 28, 2017Dear [redacted] ,Thank you for sharing your feedback regarding your cancelled flightIt's our goal to make sure every trip you have on Alaska goes smoothlyThe 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 timeClearly, that did not happen and I regret that your flight was canceled due to a crew issueWe know that a last minute cancellation can be frustratingI can assure you that such situations are not undertaken without due consideration and are only done when absolutely necessary for operational reasonsI regret the inconvenience this had on your travel plans[redacted] , I apologize for any inconvenience you experiencedAs a customer service gesture, I am including a Discount CodePlease reference the appropriate code below at the time of bookingTo 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 days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount 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 faresComplete 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 flightI'm confident that we will once again live up to your expectations.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 Trisha: Thank you for your assistance, I really appreciate it Sincerely, [redacted]

November 30, Dear [redacted] , I appreciated receiving your email from the Revdex.com regarding your recent ticket purchasesBy taking the time to contact us, you have given me the opportunity to assist you with your concerns today.I apologize for any disappointment in our faresSince the complete details of your concerns were not included on the Revdex.com's website, I was unable to fully determine what occurred and what your desired resolution wasHowever, you did state that you would be contacting our office by phoneIf you still require assistance, please reply back with more information and I would be happy to address your concerns 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]

January 9, 2018Dear [redacted] ,Thank you for sharing your feedback via the Revdex.com regarding a refund of your ticketIt's our goal to make sure every trip you have on Alaska goes smoothlyThe best way for us to do that is hearing from you.In review of your ticket details, it was found that your ticket was usedAccordingly, we are unable to provide a refund[redacted] , we value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely, Trisha V [redacted] Customer Advocacy Specialist

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 meThe amount reimbursed for the car rental was actually $103.24, not $as they claimed, however I was reimbursed nonethelessThe major issue here was the quality of customer serviceI understand that delays happen, and most are outside of the airline's controlHowever, customers should be treated with respect in these circumstances I am happy with the voucher codes I have receivedI hope that my next experience proves better than the last Sincerely, [redacted] ***

May 31, Dear [redacted] , Thank you for your reply to our recent communicationWe 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 responseOur electronic records show that your attempt to cheat the kiosk was past the cut-off timeThat said, I see that you have since received a response from our Customer Care Department regarding this matter and they have issued you a $Discount Code as a customer service gestureI have included this correspondence below again for your referenceAccordingly, no further compensation will be issued I would like to once again apologize for your travel experience with usIt is always our desire to exceed the expectations of our customersIn an industry where customer service is a key feature, this is a necessityWithout customer feedback such as yours, the opportunity for improvements would not be as dynamicAlaska 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, Dear [redacted] , Thank you for sharing your comments on Alaska ListensIt's our goal to make sure every trip you have on Alaska goes smoothlyThe 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 customersFrom what you have portrayed, it is apparent that we have failed you in this regardAlong 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 hours prior to departure to allow yourself enough time to proceed through the ticket counter line and reach your gate for boarding at least minutes prior to departureWhile we understand the importance of a quick, convenient check in process, there are factors that will occasionally cause long lines at the ticket counterI apologize for any inconvenience you experiencedI have shared your comments with the Portland Customer Services Manager for her review [redacted] , I apologize for any inconvenience you experiencedAs a customer service gesture, I am including a Discount CodePlease reference the appropriate code below at the time of bookingTo 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 days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount 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 faresComplete 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 flightI'm confident that we will once again live up to your expectations Sincerely,Cynthia R***Customer Care RepresentativeReference#: [redacted]

April 13, 2017Dear [redacted] ,Thank you for sharing your feedback via the Revdex.comAs a valued guest, I sincerely apologize that you didn't receive customer service that met or exceeded your expectationsBeing unhelpful or impolite is certainly not our norm or something we condone at Alaska AirlinesWe strive to provide exemplary service on each and every flight to all of our guests and it sounds like we fell shortBy 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 againI have shared your comments with our Inflight Manager to follow up internallyI 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 experiencedUnfortunately, I am unable to provide a refund of your ticket and baggage fee in this circumstanceHowever, as a customer service gesture, I am including a Discount CodePlease reference the appropriate code below at the time of bookingTo 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 days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount 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 faresComplete 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 flightI'm confident that we will once again live up to your expectations.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

January 22, Dear ***, I appreciated receiving your email from the Revdex.com regarding your recent travel We do offer up to bags free for Active Duty U.Smilitary personnel with ID that are checking in for travel on Alaska Airlines Additionally, we offer U.Smilitary dependents with ID up to bags free, however the stipulation is that they would need to be traveling on military ordersDue to the circumstances you described, you were correctly charged for your baggage At Alaska Airlines we understand the significance of clear and accurate communication with our customersI apologize that the agent did not explain the military baggage waiver guidelinesIt is clear that this could have been handled more professionally ***, I apologize for any inconvenience you experiencedAs a customer service gesture, I am including a Discount CodePlease reference the appropriate code below at the time of bookingTo 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 days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount 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 faresComplete Discount Code rules and restrictions can be found online at alaskaair.com[redacted] , Discount Code [redacted] , in the amount of $ I hope that you will accept my invitation to join us on another flightI'm confident that we will once again live up to your expectations.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

Dear [redacted] ,Thank you for your reply to our recent communication.Our records indicate that at the time of your missed fiight, you spoke to a Supervisor regarding your flightoptionsIt was documented that you were offered alternate flight options to be rebooked on a flight thatday, and a waiver of the change fee was offeredHowever, you refused to pay the difference in fare forthe flights offered and declined any of the rebooking optionsAt that time it was also explained that if youchose to use the ticket toward a flight at a later date you would be subject to any change fees and enldifference in fareBased on this information, our stance remains the same, and we must respectfullydecline your request for a waiver of the change fee.Once again, I would like to express my sincere regret that you had a negative experience with AlaskaAirlinesBecause we recognize and emphasize the importance of customer service, we will always err onthe 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 appropriatelyWhile I would prefer to reach anagreement with you in this situation, I must consider this case closedMy sincere hope is that you will joinus on a future flight so that we may demonstrate the level of service that we are known for and that youdeserve Sincerely, Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]