Alaska Airlines

Dear Ms [redacted] : In investigating Ms***’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:am to connect to her Houston flight am Ms [redacted] changed her flight on the 10th at AM however this change was too late to retrieve her bag Our Houston office called Ms***, 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 amThey 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 $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/ Please let me know if you have any further questions Michelle K [redacted] Alaska Airlines, Central Baggage Services

January 4, Dear ***, I appreciated receiving your email from the Revdex.com regarding your recent travel We understand from your email that you were seated near a passenger that was traveling with a small animal onboardYou witnessed the passenger taking the animal out of their carrier during the flight, and also allowing it to sit on the seat and tray tableThere were many attempts by the Flight Attendants telling the passenger to put the animal away, however the passenger did not follow their instructionsYou have an animal allergy, and this caused much discomfort to you during and after the flight Like the vast majority of all major commercial air carriers today, Alaska Airlines does provide the option for our passengers to travel with small pets in the cabinThe First Class cabin can accommodate a total of one small pet per flight, and the main cabin can accommodate a total of up to five small pets per flightThe pet must stay in its container (including head and tail) at all times while onboard, and be stowed under the seat during taxi, takeoff, and landingAnimals with offensive odors or those that create a noise disturbance must travel in the climate-controlled baggage compartmentAdditionally, Per the Air Carrier Access Act, Service Animals may not be limited in the cabin and they do not need to travel in a containerMore information regarding our animal onboard policies, can be found on our website at alaskaair.com Because we certainly understand that some of our passengers have allergies to household pets, our staff is happy to provide options such as moving passengers around in such a way that the passenger with an allergy is seated as far away from the animal as possible or offer you a later flightWe will gladly work with our customers in finding the best option or alternative in situations such as yours, so long as you bring your concerns to an employees' attentionWe want to ensure a safe and comfortable travel experience for everyone and will make every effort to ensure that occursI truly apologize for any disappointment you experienced in this instance After researching your concerns, it was found that you had previously spoken to our Customer Care DepartmentThe details of this matter have been forwarded to the Inflight Manager to ensure that our Flight Attendants are enforcing our policies regarding animals onboardWhile it is unclear if the animal was a pet or service animal, our policies do not allow for an animal to be on a passenger seat or tray tableThat said, I found that you were issued a Discount Code as a customer service gestureMy sincere hope is that you are able to utilize the discount on a future flight While we genuinely hope we have fully addressed your concerns, you do have the right to contact the United States Department of Transportation (DOT) to pursue enforcement action***, 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,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

September 25, 2017Dear [redacted] ,Thank you for sharing your feedback via the RevDex.com. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you. At Alaska, we recognize that circumstances can and do occur which may... require a person to alter their itinerary. Because we want to be flexible with our valued customers, all Alaska tickets expire one year from the originally scheduled outbound departure date. We always invite and encourage our customers to apply the value of their unused tickets to future travel, within 12 months of your original departure date, to any of our exciting destinations. Please know, when it becomes necessary to change your ticket after it has initially been purchased, it is often necessary to re-price your itinerary and collect any difference in fares, should the new itinerary be of a higher cost. Additionally, many of our value fares also require a change service fee of $125.00 (USD). Please contact our Reservations Department when you are ready to make changes to your ticket and provide your ticket number. [redacted] , we value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

May 12, 2015Dear [redacted] ,I appreciated receiving your email from the RevDex.com regarding your Mileage Plan account. At Alaska Airlines, we take pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan members. As a substantial part of our... business involves the Mileage Plan program, we have a vested interest in seeing that you enjoy a pleasant and smooth interaction with our partners. On behalf of Alaska Airlines and the Mileage Plan, I apologize for any misunderstanding regarding the eligibility requirements for mileage earned on [redacted] . You are correct, in that the airline code 'AA' must precede the flight number to be eligible for credit. However, also included on the website, it is stated that the flight must be marketed and operated by [redacted] , along with 'Flights operated by [redacted] are not eligible for mileage accrual'. Accordingly, I am unable to provide mileage credit for those flights per [redacted] guidelines. Once again, I would like to express my sincere apology for your experience. As an extension of my heartfelt apology, I have deposited 1,000 miles into your Alaska Airlines Mileage Plan account. It is my sincere hope that you will allow us to demonstrate the high level of service we are known for and that you deserve by joining us on a future Alaska Airlines flight.Sincerely, [redacted] Customer Advocacy SpecialistReference#: [redacted]

April 21, Dear [redacted] , Thank you for your reply We're sorry you feel our compensation is inadequateUnfortunately, 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 AirlinesBecause 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 appropriatelyThat said, I do feel that we have handled this matter appropriatelyWhile I would prefer to reach an agreement with you in this situation, I must consider this case closedMy 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]

June 24, Dear ***, 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 are disappointed with my previous responseI took the liberty of investigating your situation further, and reached out to our Pricing Department for more informationThey were able to confirm that the coach fare available for your flight, at the time you changed your ticket, was $This fare would include a change fee of $125.00, which would be a total cost of approximately $The value credited from your original ticket was $This would equate to a total out-of-pocket cost to you of approximately $had you chosen to change to the coach fareAs you are aware, you paid $to make the changes with your ticket to First ClassWhile I certainly understand that our agent should have been more forthcoming in her communication to you regarding what was available, it does appear that you were offered the lowest available priceOnce again, I apologize for any confusionI 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]

January 5, Dear ***, 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 As mentioned in our previous correspondence, we have instituted a cheprocedure that requires our customers to be checked in at a minimum of forty minutes prior to the scheduled departure timeThis is different than the requirement that you must be present at the gate minutes prior to departureAt our smaller stations our agents are performing multiple duties, and at minutes prior to departure they would proceed to the gate to assist in the boarding processTherefore if a customer is not checkby the required time, then it would be necessary for them to be rebooked on a later flightThat being said, the proper procedures were followed in this situation 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]

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 meMy goal was not to receive any materiel in reparation of this incidentI just voiced my concern so the customer service of my favorite Airline get betterI do appreciate the offer and am thankful to the teamSincerely, [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 PLEASE CANCEL THIS COMPLAINT ASAP BUSINESS RESOLVED ISSUE TODAYcomplaint # [redacted] Best regards, [redacted]

August 19, 2015Dear [redacted] ,I appreciated receiving your email from the Revdex.com regarding your recent travelOur records indicate that you have already spoken to our Customer Care Department regarding your concernsI have included our correspondence below again for your referenceThat said, while our stance remains, I would like to offer a refund of any hotel cost you incurredPlease provide a copy of your hotel receipt, and and address that I may send a checkYou may reply to the Revdex.com, or to yoru original email correspondence with Customer CareI will process this request as soon as possibleThat said, we believe there is never an excuse for poor service and I am sorry if you perceived the series of events during your travel to be motivated by your age and statusWe take pride in treating every one of our customers with utmost respectNot having witnessed exactly what transpired, it is difficult to address the specifics of what happenedHowever, I can assure you that Alaska Airlines policy is to treat every passenger equallyThe compensation being offered to you is consistent with what each of the other passengers that experienced an overnight delay are being offered [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,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted] August 17, 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 youFirst and foremost, I want to assure you that I have reviewed this matter thoroughly to ensure we have done all that we can to reach a reasonable, amicable resolution.I regret that you consider the compensation offered as inadequateTo ensure your concerns were being handled objectively, I took the liberty of reviewing your case with a supervisor in my officeUpon the conclusion of this second review, it was determined that the compensation provided was appropriate based on the comments you have previously shared with usWhile we are empowered to make independent decisions based on each customer’s unique circumstances, we also operate within standard guidelines to ensure all customers are compensated equally and fairlyAccordingly, I am unable to offer additional compensation.Once again, I would like to express my sincere regret that you had a negative experience with Alaska AirlinesBecause 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 appropriatelyThat said, I do feel that we have handled this matter appropriatelyWhile I would prefer to reach an agreement with you in this situation, I must consider this case closedMy 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,Jenni C***Customer Care SpecialistReference#: [redacted] August 16, 2015Dear [redacted] ,I appreciated you taking the time to respond to our recent communication with regard to the delay of flight #from Bellingham to Seattle on August 5, From what you expressed in your correspondence, I can certainly tell this was a frustrating experience for youFirst and foremost, I want to assure you that I have reviewed this matter thoroughly to ensure we have done all that we can to reach a reasonable, amicable resolution.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 delayed due to mechanical reasons and air traffic control restrictionsWhile 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 statisticsI appreciate your understanding of our steadfast commitment to your safety.I regret that you consider the compensation offered as inadequateTo ensure you concerns were being handled objectively, I took the liberty of reviewing your case againUpon the conclusion of this second review, it was determined that the compensation provided was appropriate based on the events that occurredWhile we are empowered to make independent decisions based on each customer's unique circumstances, we also operate within standard guidelines to ensure all customers are compensated equally and fairly.Due to the very nature and many safety factors involved with the airline industry, we are unable to guarantee flight schedules or assume responsibility for the variety of personal or business consequences, which may result when a flight is delayed or canceledThat said, our records indicate that you received a $and $Discount Code for the inconvenience caused to youAs such, I am unable to offer additional compensationHowever, if you prefer to exchange both the $and $Discount Codes for a total of 10,Alaska Airlines Mileage Plan miles, I would be happy to make that exchangeAugust 6, 2015Dear [redacted] ,I appreciated the Twitter message regarding your recent flightBy taking the time to share your comments with me, you have not only given me the opportunity to assist you with your concerns, but also to share them with Alaska Airlines management for additional review and follow-up[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 [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,John K**Customer Care RepresentativeReference#: [redacted]

October 12, 2017Dear ***,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.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 delayed due to the late arriving inbound flightWhen 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 chargeFurther, 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 existIn short, we ask that our Agents provide all reasonable assistance to get you to your destination without further delayFrom what you’ve portrayed, it is apparent that we have failed you in this regard and for that I sincerely apologize.***, 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] ***, Discount Code [redacted] , in the amount of $300I 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 was not accepted Alaska Airlines is saying they will close my case even though I was not satisfied with their response What should I do next? Sincerely, [redacted]

Below is our previous correspondence regarding this matterWe believe that this has been resolved to the customer's satisfaction August 1, 2017Dear [redacted] ,Thank you for taking a few minutes to speak to meOnce again, I am sorry you were downgraded on both your outbound and return flightsIt'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[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] ***, Discount Code [redacted] , in the amount of $250I checked and could see that the $charge on 7/21/for Premium Class had not been refundedPer your request, I increased your Discount Code by $50, rather than issue the refund We look forward to welcoming you aboard a flight in the near future.Sincerely,Bekah G***Customer Care SupervisorReference#: [redacted]

Complaint: [redacted] I am rejecting this response because: ok just give me my money backI need itI have no income Sincerely, [redacted] ***

September 7, 2017Dear ***,Thank you for sharing your feedback via the Revdex.comWe understand that things happen and that you would like to refund your ticketsHowever, since the tickets were purchased by credit card, we are only authorized to refund the amount back to the original form of paymentTypically, in the circumstance of a closed account, the bank will then issue you a check for the amount credited back I apologize, unfortunately, we are unable to issue a check for the value of your ticketsPlease let me know if you would like to proceed with refunding the tickets.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [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 situationYou spoke of the allergy issue, most of the content of my complaint was Re: the feces of this animal etc etc etc Sincerely, [redacted]

November 15, Dear ***, Thank you for sharing your comments via the Revdex.com regarding the baggage fees collected on your travel in September In review of your reservation information, I do see that you were charged twice for baggage on the date of September 9thI sincerely apologize that the agent was not able to verify this on the day of travelAdditionally, I regret that you have not received assistance with a refund per your previous correspondence with usHonestly, there is no excuse for the lack of service, and for that I sincerely apologizeI have sent the ticket information to our Accounting Department for a refundThis will be refunded in the same manner in which it was paidPlease allow 7-days for this to process ***, 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 $ 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, 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 internallyYour 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 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 Acvocacy Specialist Reference#: [redacted]

Complaint: [redacted] I am rejecting this response because:I am contacting Alaska Airlines to resolve this case. I have contacted Alaska Airlines numerous times about this problem and have only contacted the better business urea after their customer service representatives refused to deal with this issue in any way whatsoever or reply to my calls/emails/in person contacts. Sincerely, [redacted] ***

June 30, 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 I am sorry to hear of the misunderstanding regarding our baggage fees and waiversAs an American Airlines Frequent Flyer, to receive a bag fee waiver when traveling on Alaska, you would have to have elite status with American or a Alaska Airlines Signature Visa credit cardI am sorry if you were told otherwiseI found that an exception was made for your outbound travelHowever, the agent in Santa Ana was correct in advising you that you would have to pay the fees for your bagsThat said, as a customer service gesture I am happy to refund the baggage fees paidWe will request a refund which can take up to 7-business days to process depending upon the bank card issuer[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]