Alaska Airlines

Complaint: [redacted] I am rejecting this response because when I purchased my ticket through [redacted] , my understanding was that my ticket was purchased through Alaska Airlines I understood that one leg of the trip was through [redacted] For the vast majority of customers, we don't really know or care about the background details such as who's ticket stock the ticket ends up being on We just want to get where we're going safely and on time Once I had discovered the error and contacted [redacted] , they, as I would have because that's the way it appeared, contacted Alaska and not [redacted] This is obviously because they had determined that the ticket had been issued through Alaska In any event, regardless of who's ticket stock the ticket ended up being on, my first flight was on Alaska and I was unable to use receive the service that I had paid good money for There was no explicit warning anywhere in the system to indicate that if someone were to make a very small, one letter entry error in their name (which I have now found is not uncommon), they will forefit their entire ticket This is incredibly bad business practice I have been a customer of Alaska Airlines for years and have spend thousands of dollars on tickets I own my own consulting company and I make it my business to care for my clients and to ensure that they receive the best service possible It appears that Alaska is relying on a technicality(ies) to avoid making good with a long-time client (passing the buck) Sincerely, [redacted]

June 22, 2017Dear [redacted] ,Thank you for contacting the Revdex.comOn behalf of Alaska Airlines, please accept my sincere apology for your damaged and delayed baggage and any inconvenience this has causedWe will do everything possible to ensure the prompt return of your luggage.In an industry where customer service is vital, we have always made every effort to provide exceptional service to our customersI regret that we did not meet that expectation for you.Please visit our website, www.alaskaair.com/missing download, complete and submit the Statement of Loss claim form by mail or fax within days of the date of lossInstructions for submitting the form are found on the web pageIf you cannot download this form, a hard copy can be mailed to you by contacting the Central Baggage Service office at 1-877-815-Upon receipt of the completed Statement of Loss form, we can begin an extensive search based on your detailed description of your luggage and contentsDue to similarity in appearance of most luggage, it is essential that you provide us with detailed informationPlease be sure to include the 6-letter file locator of TKEOSCPlease also include your purchase receipts for the clothing and toiletry items that you needed to purchase while waiting for your bag [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] ***, Discount Code (eCert code) [redacted] , in the amount of $250I would like to once again express my gratitude for you bringing this matter to our attentionThis is certainly more than a monetary loss for you and I sincerely apologize for your experienceI invite you to join us on a future Alaska Airlines flight so that we may demonstrate the level of service we are known for and that you deserve.Sincerely,Twila W***Central Baggage ServiceReference#: [redacted] BMAS #: [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]

In review of our database, I found that this case has already been resolved with our Customer Care DepartmentPlease see below correspondence March 20, Dear [redacted] , I appreciated receiving your feedback via AlaskaListens regarding your recent travel experienceBy 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 The Transportation Security Administration (TSA) is tasked with airport security at all U.SairportsAlaska Airlines works closely with the TSA in making the process more streamlined for our customersI am sorry that you were delayed through security lines in Seattle and by the time you were able to get to the gate to board there was no longer any overhead space to accommodate your carry on bagsThe gate agent was then required to check your bags at the gate to baggage claim I do apologize that this information was not relayed to you clearly and caused you and your travel companions any undue stressWe have taken the liberty of sharing your experience with the Seattle Station Manager for further review It is important to us that you know passenger safety is always our highest priority and we work to provide a safe environment for every aspect of your travelWhile our Flight Attendants are there to see that every customer has a comfortable and enjoyable flight, their primary responsibility, as mandated by the Federal Aviation Administration (FAA), is to ensure the safety of all customers and their fellow crewmembersAlaska Airlines has the responsibility to deny boarding to any customer whose conduct or condition may threaten the safety or comfort of themselves, other customers, crewmembers, and the flight itself While I offer my sincere apology for any inconvenience this incident may have caused, I also appreciate your understanding of our position and responsibility in such situations [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 usWe value your patronage and look forward to welcoming you aboard another Alaska Airlines flight soon Sincerely,Cynthia R***Customer Care RepresentativeReference#: [redacted] March 21, Dear [redacted] , I appreciated the chance to speak with you regarding today regarding your experience Again, words cannot express how sorry I am that you had to go through all of this during such a difficult time in your life I am so very sorry about your Dad You will be in my thoughts.As we discussed, perhaps the situation could have been better handled on all sides I will share your comments with the station manager for review [redacted] , as a customer service gesture, I am including a Discount Code for youPlease 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] Donohue, Discount Code [redacted] , in the amount of $ Take care, Adora B***Customer Care Specialist Reference#: [redacted] March 23, Dear [redacted] , You are most welcome I really did feel bad for you and still do In regards to your refund - it will take one to two billing statements My apologies if I did not tell you that when we talked Take care,Adora B***Customer Care SpecialistReference#: [redacted]

December 27, 2017Dear [redacted] ,Thank you for sharing your feedback via the Revdex.com 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 Alaska strives to provide exceptional service to our customersI am sorry to hear that the agent was not willing to reach out to the other guest to resolve the baggage issue in a more timely mannerFrom what you have shared, it is apparent that we have failed to exceed your expectationsOur employees are committed to taking great care of passengers while looking out for customer comfort and safetyWe understand this was a frustrating experience for you and offer our apologies In my research of your concerns, I did find that an email was sent to you on 12/regarding the 3,miles deposited into your Mileage Plan accountI have included that correspondence again for your reference [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 usWe value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted] December 20, 2017Dear [redacted] ,On behalf of our Seattle Customer Service Representative, please accept my apology for your recent travel experienceI have deposited 3,miles into Mileage Plan account [redacted] .As always, thank you for flying with us.Sincerely,Alaska Airlines Customer Care TeamReference#: [redacted]

January 23, Dear ***, Thank you for your reply In review of your Mileage Plan account details, I found that you accrued 12,on Alaska and 22,on Alaska and qualifying partnersAs mentioned in my previous correspondence, to qualify for MVP status, you must accrue at least 20,on Alaska or 25,on Alaska and qualifying partnersPlease be aware that bonus miles do not count toward elite statusFor 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-They would be happy to answer any questions regarding your account, and the elite status qualificationsAs always, thank you for flying with usWe hope you'll give us the opportunity to exceed your expectations on another flight.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

December 4, 2017Dear ***,Thank you for sharing your feedback via the Revdex.comBecause 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 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 timeAt ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departureThere may be stricter airport-specific cheprocedures 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 informationAllowing customers to chelate 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 personnelTherefore, in fairness to all our customers, we must respectfully decline late cheattemptsI sincerely apologize that this procedure inconvenienced you on your recent trip from Portland to Boise and hope your future air travels go smoother.***, 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 usWe value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [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]

February 27, Dear [redacted] , Thank you for providing the requested documentation I have requested a refund of $2,from our Accounting DepartmentThis will be sent via check to the mailing address you have providedPlease allow one to two weeks for this to arrive [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 usWe value your patronage and look forward to welcoming you aboard another Alaska flight soon Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

April 18, 2017Dear [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.In an industry where customer service is a key feature, Alaska 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 have been shared internallyUnfortunately, we are unable to share any outcome of the internal follow upIf you have additional concerns and still wish to speak to someone by phone, our Customer Care Department is happy to discuss this with you furtherThey can be reached at [redacted] , Monday through Friday 8:AM to 6:PM 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 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]

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 togetherHowever, when you recently spoke to our Reservations Department, it was found that you were seated apart and not in Premium ClassThe agents you spoke to were unhelpful in resolving the problem Alaska strives to provide exceptional service to our customersFrom what you have shared, it is apparent we have failedWe understand that good communication goes a long way, and that this has been a frustrating experience for youWe did find that when you made the changes on November 8th, that you were confirmed in seats ABC, which is not premium classI apologize for any misinformation you receivedHowever at that time, it was confirmed that you would be separated from ***, who is seated in row 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 partyPlease know, we did attempt to contact other guests on the flight, but were unable to get any volunteersAdditionally, we were unable to find any other flights that would accommodate your requestI 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 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 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 $50I 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 23, 2018Dear [redacted] ,Thank you for sharing your comments via the Revdex.comBecause 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 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 timeAt ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departureThere may be stricter airport-specific cheprocedures 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 informationAllowing customers to chelate 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 personnelTherefore, in fairness to all our customers, we must respectfully decline late cheattemptsAccordingly, since you were too late for check-in, you did not qualify for denied boarding compensationI sincerely apologize that this procedure inconvenienced you on your recent trip and hope your future air travels go smootherI 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 sharing your feedback via the Revdex.comIt'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 Alaska, you had every reason to expect we would deliver you to your destination at the scheduled arrival timeClearly, that did not happen and I sincerely regret any inconvenience this may have causedUpon reviewing the events surrounding your flight delay, I found that the delay was caused by Air Traffic Control issuesWhile we will always continue to make every effort to provide the highest levels of operational excellence and reliability, there are some factors that are not within the control of Alaska, which may occasionally prevent an on-time arrivalI appreciate your understanding of our steadfast commitment to safety and customer service That said, I regret that you were promised reimbursement of your hotel, and the agents you have spoken to have refused to follow through with this promiseTypically, we would not refund any hotel cost over $dollars, however I understand this was a unique circumstanceAfter further review, we are willing to make a one time exception to refund your hotel costI have submitted a $check to be sent to your Po Box in FairbanksPlease allow adequate time for this to process and arrive [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 usWe value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

February 2, Dear [redacted] , I appreciated receiving your email from the Revdex.comBy 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 After investigating your concerns regarding your refund, it is clear that we have let you down and I certainly understand your frustrationI have spoken directly to our Accounting Department, and they confirmed that there was a miscommunication with the previous representative and their departmentThey have assured me that they are issuing a new check and it will be sent out right awayI know that you have been told this many times before, and I sincerely apologizeAs a customer service gesture for the inconvenience, I have included the Discount Code below 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 $ 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]

October 3, Dear ***, Thank you for sharing your feedback via the Revdex.com regarding American Airlines flights listed on our website I sincerely apologize for any confusion with the flights you saw listed on our websiteThere are circumstances when partner airline fares are showing online but are no longer availableThis is due to a small delay in the communication between our flight database and American Airlines databaseThat said, I did some research into the specific flights to and from JFK, and was unable to locate the flights that you state were found for $as a published fareAfter some additional investigating, it was brought to my attention that American Airlines has been undergoing a large system update which may be the cause of invalid fares you sawOur website developers are aware of the issues, and working on a solutionI certainly understand your frustration, and appreciate your patience while we work with American to resolve these issues***, I apologize for any inconvenience you experiencedUnfortunately, I am unable to honor a fare that is not offered by Alaska AirlinesHowever, 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 $ 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]

April 13, 2017Dear ***,I appreciate receiving your email from the Revdex.com I am sorry to hear that you did not receive the $credit that you were promisedIn review of our database, I did find an email that was sent to you with the $Discount Code on 2/28/However, it was sent to a different email address, of [redacted] I have included it below again for your referenceAs always, thank you for flying with usWe hope you'll give us the opportunity to exceed your expectations on another flight.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted] February 28, Dear ***, On behalf of our Portland Customer Service Representative, please accept this gesture of our appreciationAs 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 $ As always, thank you for flying with us Sincerely,Raymond P [redacted] Director, Customer AdvocacyReference#: [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] ***

June 11, 2015Dear [redacted] ,Thank you for your reply to my recent communicationFrom what you expressed in your reply, I can certainly tell this has been a frustrating experience for you Based on your additional comments, I am willing to make a one-time exception to post the additional miles to your accountThese should reflect in your account within hoursI would like to once again apologize for your travel experienceIt 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, [redacted] Customer Advocacy SpecialistReference#: [redacted]

December 4, 2015Dear ***,I appreciated receiving your email from the Revdex.com regarding your recent travelBy 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 downWhile such situations are rare, with rates of affected passengers generally less than one percent, we never desire to inconvenience our valued customersPlease accept my apology for your extended wait for the return of your checked luggageAdditionally, I apologize for the lack of communication with regard to the when and where your bag would arriveI assure you that the details of this matter will be shared with our Customer Service Managers at the involved stations for their reviewWe will continue to work toward meeting your expectations in the future.***, 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] Meier, Discount Code [redacted] , in the amount of $150I 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: I did earn the miles! it's well over 26KPlease reinstate MVP Activity date Sincerely, [redacted] ***