Alaska Airlines

Complaint: [redacted] I am rejecting this response because: I am very thankful and grateful to accept the return on the $However, again, I stress that this trip was an attempt at a gift far out of our meansThe price of the tickets alone are equivalent to literally and a half months' rentA total refund would put an end to a significant amount of grief we are currently facing, especially as the wedding date approachesPlease reconsider a full refundSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I'd appreciate it if you gave me a call to discuss further and walk through the process of booking this ticket furtherMy number is [redacted] Unfortunately I do not have time to call the number myself and be placed on hold Sincerely, [redacted]

July 11, 2017Dear ***,Thank you for sharing your feedback via the Revdex.com regarding your recent travel.
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 situation may have causedUpon reviewing the events surrounding your flight delay, I found that the delay was caused by adverse weather in the Costa Rica areaWhile 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.While we do not typically compensate for weather related delays, I feel poorly for your experienceAs 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.*** ***, Discount Code ***, in the amount of $50*** ***, Discount Code ***, 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***Customer Advocacy SpecialistReference#: ***

Complaint: ***
I am rejecting this response because:I greatly appreciate the response You are correct, I have indeed met the qualifications, I spent the dollars already I need to make reservations now and use my companion ticket I can't wait to september 17th and I see no where in my offer it says I have to wait I would appreciate if you issue the companion ticket now so I can make my reservation Thanks
Sincerely,
*** ***

July 31, 2017Dear ***,Thank you for your reply.We're sorry you feel our compensation is inadequateUnfortunately, for your situation, we cannot offer additional compensation or a refund.Once again, I would like to express my sincere regret that you had a negative experience with AlaskaBecause 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,*** ***Customer Advocacy SpecialistReference#: ***

December 15, 2015Dear ***,I appreciated receiving your email from the RevDex.com regarding your lost wallet. I certainly understand your frustration with regard to how this situation was handled, and regret that you were not provided with a more empathic response
previouslyAt Alaska, we pride ourselves on our exceptional customer service, and it is clear from what you have described we have failed to meet your expectationsI have reviewed all of the details regarding your experience, and I can assure you that each of the appropriate managers has researched the issue internallyWhile it is difficult to determine if the wallet was taken by an employee or another passenger, I want you to know that we do not take these matters lightly. You should expect as a loyal customer, you can trust and depend on our employeesThat said, I regret that you were left with such a negative impression of AlaskaWhile we are unable to replace the items that were lost, I feel poorly for your experience. As a loyal Gold 75K and one of our most valued customers, we truly appreciate that you have contacted us regarding your unfortunate experience with usI would like to once again express my sincere regret that you had this experienceAs part of my heartfelt apology, I have enclosed a Discount Code for your usePlease 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.*** ***, Discount Code ***, in the amount of $300I truly hope you will accept my invitation to join us on an upcoming Alaska Airlines flightMy expectation is that you will not be disappointed when you experience the high level of service we are typically known for and that I am certain you have become accustomed to when traveling with us.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

July 20,
Dear ***,
Thank you for your reply
The Discount Code would only be valid on flights operated by Alaska AirlinesSincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI very much appreciate the gesture of the discount for future travel and the reassurance that I will not be contacted again about this matterSincerely, *** ***

September 20, 2017Dear ***,Thank you for sharing your feedback with the Revdex.com regarding your delayed bag. Please accept my apology, on behalf of Alaska, for the delay in the delivery of your personal belongingsYou have every right to expect that your personal belongings
will arrive with you at your destination and, in the circumstances when that does not occur; your wait should be kept to an absolute minimumWe are often able to return your belongings to you in just a few hours and, in most cases, within twenty-four hours of arrivalIn some cases, such as yours, it may take longerI regret the extended delay in the return of your belongings and that you were misadvised by the airport agent the time that your bag would be delivered***, I apologize for any inconvenience you experienced. It was found that compensation was issued by our agent in Redmond but unfortunately the email bounced back as undeliverableThat said, I have included the Discount Code below again for your reference. 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 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
*** ***, Discount Code ***, 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***Customer Advocacy SpecialistReference#: ***

June 1, 2017Dear ***,Thank you for sharing your feedback via the Revdex.com
I apologize for the confusion regarding your award ticketI was able to confirm that your request to cancel the flight was processed on 5/8/However, to have the miles re-deposited into your Mileage
Plan account, there is a service fee which needs to be collectedPlease contact our Reservations Department for assistance at 1-800-252-***, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

April 15,
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
We're sorry you feel our compensation is inadequateUnfortunately, for your situation, we cannot offer additional compensationAward tickets are subject to availabilityI would suggest contacting our reservations department for assistance in alternate flight options that would be available at the award level you would like
That said, I am unable to assist you with regards to your credit cardIf you ultimately wish to close your account, you would need to contact them directlyI regret any disappointment in the award availability, and do hope that you will chose to retain your Alaska Airlines credit card
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***Customer Advocacy SpecialistReference#: ***

May 11, 2017Dear ***,Thank you for sharing your feedback via the Revdex.com
To suit the travel needs of a diverse customer base, Alaska offers a wide variety of fares, from value-oriented, advance-purchase fares that come with certain restrictions, to our “full flex” fares, which
carry little or no restrictionsThe number of tickets sold at each fare level is carefully managed by Alaska to ensure the fine balance between competitive fares that offer a good customer value and providing for a margin of profitWhen 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 costAdditionally, many of our value fares also require a change service feeI am sorry for any misunderstanding with regard to the terms and conditions of your tickets
That said, we understand that things happenI apologize that our customer service agents have not been more helpful in assisting you with rebooking your unused creditsAs a customer service exception, I have closed out your two tickets and issued you two Discount Codes belowThese can be booked on alaskaair.com toward future travelI am certain you will find this a much easier option, as well as allowing you to retain most of the original valueAdditionally, this will extend the time that you have to use the credits
***, 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.*** ***, Discount Code ***, in the amount of $200*** ***, Discount Code ***, 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***Customer Advocacy SpecialistReference#: ***

Complaint: ***I am rejecting this response because:
The practice of listing your flights as refundable even though they aren't is unethicalThe customer should not have to read the fine print in order NOT to get screwedThis was all after calling the customer service desk and having them recommend me a REFUNDABLE flightThanks for the $coupon but unfortunately that does not cover the $I spent on a refundable flight that can not be refundedYour practice of listing these flights has to stop
Sincerely,*** ***

July 6,
Dear ***,
Thank you for sharing your comments via the Revdex.com regarding your recent flight.
I sincerely apologize that you were unable to fully enjoy your recent flight as a result of the lavatories running out of water and toilet paperOur goal is to
fully serve our customers expectations and to provide a comfortable and safe flight for all of our passengersFor this reason, we regularly use feedback from our customers when considering how to make any process a more comfortable and convenient one. I reached out to our flight crew for more information, and they did advise that the lavatories ran out of water about an hour before arrival in San JoseWhile it is rare for the lavatories to run out of water, we do have measures in place to assist in the rare event that this does happen. The crew followed standard procedures and provided antibacterial soap and wipes, and bottled water for the duration of the flightI sincerely regret that we did not meet your expectations, and can assure you that this will be addressed internally to ensure it does not happen again in the future
That said, I am sorry to hear that you were unable to purchase a meal onboard the flightWhile we do not guarantee availability of meal and beverage service on all flights, our goal is to have enough meals and drinks for all passengers who want them, while minimizing our wasteAdditionally, there are space limitations onboard and unexpected aircraft changes can at times impact the service onboardWhile we are able to fulfill the requests of most passengers, unfortunately at times the demand can exceed our supplyI apologize that we ran out of meals and I can assure you that the details of your situation have been forwarded to our Food and Beverage department to help with future planning.We're sorry you feel the compensation provided was inadequateIn my review of your concerns, I found that you were issued two $Discount Codes as a customer service gestureUnfortunately, for your situation, we cannot offer additional compensation or a refund of your ticketsI have included below a copy of our previous correspondence for your reference***, 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***Customer Advocacy SpecialistReference#: ***
June 30,
Dear ***,
Thank you for contacting Alaska Airlines with regard to your June 28th flight to San JoseIt'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 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
*** ***, Discount Code ***, in the amount of $125*** ***, Discount Code ***, 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,Melena TCustomer Care RepresentativeReference#: ***

Complaint: ***I am rejecting this response because:
I should not be punished for Alaska's staffing protocolsAs stated in the last response, at the smaller stations staff are expected to perform multiple duties, which, I contend, limited the customer service I receivedFurther, their desk agent had not yet left to service the aircraftI receive no amount of the company's profits, therefore I am not concerned about Alaska's bottom line, only the service I receive.
Alaska refuses to address the late boarding and departures on both my outgoing and return flights, a delay in my travel for which I have not been compensatedAlaska will punish me for perceiving I am "late" but when they're late, which is selling a product, I have no recourse - this is injustice.
I understand the service agreement - i.ethe fine print - completelyHowever, after charging me fare differential on a seat that is, in theory, more valuable because the transaction takes place so close to departure was revealed to me to be economicsThere were ten empty seats on my departing flight for which I paid an additional $I tried to negotiate better terms but Alaska used asymmetric information to force me to pay what amounted to an empty seat subsidy.
My complaint is multi-layered: I should have been allowed to board on December, I should not be punished for perceived "lateness" and have no recourse for full compensation when the airline fails to lito the promise it sold, and when there is plenty of room on an adjusted flight I should be able to negotiate for better termsAlaska is hiding behind its service contract and saying that because I paid I agreed to anything the company wanted to unleash upon meNo, my money paid gives me a voice, a seat at the table, so to speak, to protect my rights as a customer.
For these reasons I reject the Alaska's response.
Sincerely,*** ***

April 18, 2017Dear ***,Thank you for reaching out to the Revdex.com regarding our policy regarding animals traveling in the cabin
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 containerThat said, a behavioral issue by the animal is another issue altogether and if the behavioral issue cannot be successfully mitigated, Alaska Airlines is permitted to then treat a service animal as a pet and would follow our pet policy for the animal at that point. The animal is only turned away if it poses a direct threat to others or causes a significant disruption in the cabinIn the rare event that it is determined that an animal or service animal should not be permitted to accompany the traveler in the cabin, our employees will readily offer alternative accommodationsOne possible and beneficial alternative that we may suggest is to place the animal in the cargo hold of the aircraft.Because we certainly understand that some of our passengers have allergies to household pets, our staff is happy to provide options like: 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
I do hope that this information has answered your questions about our animal policiesI want you to know that our Inflight Manager has been advised of this situation already, and this is being addressed internally to ensure that proper procedures are followedAs always, thank you for flying with usWe hope you'll give us the opportunity to exceed your expectations on another flight.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

January 8,
Dear ***,
Thank you for your email regarding your recent travel experienceOn behalf of Alaska Airlines, please accept my apology for the experience you had with your delayed baggage
In an industry where customer service is vital, we have always made every effort to
provide exceptional service to our customersWe understand that careful and thorough handling of your baggage is a part of this commitmentYou have every right to expect that your personal belongings will arrive intact and on time at your final destinationI regret that we did not meet that expectation for you
If your inconvenience required the purchase of clothing or toiletry items while waiting for recovery, you can send your purchase receipts to our office for reimbursementOur address is: Alaska Airlines, Central Baggage Service, PO Box ***, Seattle, WA or fax to 206-592-
***, 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
*** ***, Discount Code (eCert code) ***, in the amount of $
In closing, I would like to extend an invitation for you to join us on a future Alaska Airlines flightMy sincere expectation is that, by doing so, you will have the opportunity to experience the high level of service that we are known for and that you deserve
Sincerely,
Twila W***Central Baggage Service
Reference#: ***

Complaint: ***
I am rejecting this response because: I am providing the company with the requested information they asked for via message to look into the claim.Confirmation Code: *** - *** ***Alaskan Confirmation Code: *** / Virgin Confirmation Code: *** - *** *** LAX to IADDate:09Sep2017Flight:***
Sincerely,
*** ***

December 18, 2015Dear ***,Thank you for your replyFrom what you expressed in your reply, I can certainly tell this has been a frustrating experience for you. I am sorry that you did not receive any follow up from the supervisor you spoke to via the phoneI did personally reach out to her for more information, and she apologized that she gave the impression that she would be reaching back out to youShe did confirm with me that she researched your concerns internally and addressed the customer service issues with each of the Flight Attendants.I hope you will accept my assurance that this situation has been addressed with the appropriate groups. 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***Customer Advocacy SpecialistReference#: ***

Dear Ms***: This is in response to Revdex.com complaint ID *** for Ms*** ***At issue was a complaint from Ms*** that she traveled on Alaska Airlines on July 5th at which time her MacBook was damagedThis complaint was difficult to research as the complaint was filed months
after the date of travel and not sure why her concern over the damage laptop is just now being raisedOur written policy is that we do not cover electronics in checked bagsI do see that Ms*** was issued a discount code of $as a customer service gesture at the time of travelI find the agent did act within our policy guidelines on how she handled this complaint and the derogatory comments about the agent does not seem appropriateHaving said that, we are willing to reopen the case and take a second look at Ms***’s concerns, since her intention was to have the computer travel with her in the cabin of the aircraft. One of our agents has reached out to Ms*** to see if we can gather enough information from her to reassess the case file and we are awaiting her response. It is never our intention to damage anyone’s items, and take great pride in how we handle our customers bags. Electronics, no matter how packed can always be at risk of damage as a result of just being in the cargo hold itself. We highly recommend that passengers not pack electronics’ in their bags, or in this case would have preferred the lap top be removed prior to the bag being loaded in the holdRegardless of how old this case is, we would like Ms*** to know that we value her business and truly would like to take a second objective look to see if we can resolve this issue with herShe may reach us at *** between the hours of 7am and 7pm west coast time and can reference case number *** Regards, Michelle K*** Manager, Central Baggage Services What is the next step?The Revdex.com has forwarded a message from the consumer to you and is awaiting your responseRespond to this complaint