Alaska Airlines

June 1,
Dear ***,
I appreciated receiving your email from the Revdex.com regarding your unused ticket value.
I look forward to investigating your credit and providing a thorough response to your concernsSo that I may locate all of the details necessary to
complete my research, I would like to kindly request that you provide me with the ticket number or confirmation codeI thank you in advance for your assistance with this effort
I sincerely appreciate that you have taken the time to contact us and am looking forward to your reply in this matter
Sincerely,*** ***Customer Advocacy SpecialistReference#: ***

October 20, 2015Dear ***,I appreciated receiving your email from the Revdex.com regarding your recent travel. We recommend that you check in two to three prior to departure to allow yourself enough time to proceed through the ticket counter line, through security, 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 counter and security check-pointI apologize for any inconvenience you experienced, and that you feel that we could have done something more to assist you When you are in jeopardy of missing a flight, our airport staff will coordinate with our flight dispatchers and local air traffic controllers to undertake all reasonable measures to hold that connecting flight as long as possible for youRegrettably, it is not always possible to hold the flight as long as would be necessary due to a number of factors, including that aircraft’s downline schedule, government-mandated flight crew duty limitations, and air traffic control departure and arrival time slotsIn order to hold the flight, all of these factors must perfectly align and, as much as we would hope otherwise, this does not always happenIn order to ensure your situation was handled appropriately, I have taken the liberty of sharing the details of this matter with our Customer Service Manager in Seattle for review.***, 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 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 $50*** ***, Discount Code ***, in the amount of $50*** ***, 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#: ***

August 17, 2017Dear ***,Thank you for your reply
The terms and conditions included on your application did include this information
The respective bonus miles and Companion Fare Code or $Discount Code for each card will be credited to the primary cardholder's Alaska Airlines Mileage Plan™ account approximately within the first billing cycles after qualifying
You can find this information under the terms and conditions section in the online application here:
https://www.applyonlinenow.com/USCCapp/Ctl/entry?sc=VACTJ6&GV5=H|861|homepage#tc...⇄ /> Once again, I apologize for the misunderstanding.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

July 13, 2017Dear ***,Thank you for contacting the Revdex.com
I am sorry to hear of the difficulties you have experienced with trying to get your dog transported to you in WrangellI contacted our Customer Care Department about your problems, and I understand that they have since
been in contact with you and are coordinating getting your dog back to youThey will also be refunding you for the expenses that you incurred with the dog being in boarding care for the last couple weeksPlease continue to follow up with our Customer Care Department and reference the below case number when sending in any receipts. I apologize that this has been such a frustrating experience and I am confident that we will make this rightWe value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

June 2,
Dear ***,
Thank you for your reply
I apologize for the confusion, I found that your ticket was not purchased with Alaska AirlinesIt was purchased through Expedia and was ticketed on American Airlines ticket stockAny unused value would need to be rebooked with American Airlines or Expedia directlyThe ticket number is *** for your referenceAs always, thank you for flying with us.
Sincerely,*** ***Customer Advocacy SpecialistReference#: ***

March 28,
Dear ***,
Thank you for sharing your feedback via the Revdex.com regarding your recent hotel reservation. I sincerely apologize for any inconvenience you experienced while using our websiteIn an industry where customer service is a key feature, Alaska
has always made every effort to provide exception service to our customersFrom what you described, it is apparent that this was not your experience and for that I offer my sincere apologyFor hotel bookings, our website directs you to our partner, Expedia, for hotel reservationsMuch of our business is in our partnerships with other travel companies and it is regretful that you mistakenly booked the wrong hotel fare. That said, since your booking is with Expedia, we are unable to assist with changes or a refund of your reservationAccordingly, we would have to refer you to Expedia for further assistance and resolution to your concernsWe apologize for your experience
***, 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#: ***

Revdex.com:Thank you for your responseAs requested please see attacvhed full letterI did call the corporate office and reached the opporatorShe said she would forward it onto the appropriate person but I'm not sure if that happenedPlease let me know if you need any other detailsThank you.Sincerely, *** ***

Complaint: ***I am rejecting this response because:I need a full refund immediately.Sincerely,*** ***

August 25,
Dear ***,
Thank you for your reply
I apologize for any misunderstandingThe 5,miles that I have deposited, is in addition to the 5,promotional miles that you will receive after spending $1,on the cardTo clarify, the Mileage Plan account is a separate account, in that any miles earned remain in the Mileage Plan account and can be used even if you cancel the credit card. Accordingly, I must decline your request for additional milesSincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

March 30, 2018Dear ***Thank you for contacting the Revdex.com. So that I may locate all of the details necessary to complete my research and respond accordingly, I would like to kindly request that you provide me with your ticket number. As always, thank you for flying with
usWe look forward to your reply.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

July 11,
Dear ***,
Thank you for sharing your feedback, regarding your unused ticketsIt'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.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 the airline to ensure the fine balance between competitive fares that offer a good customer value and providing for a margin of profitTo allow for a reasonable margin of profit on each flight, an airline will generally have certain guidelines and restrictions for tickets available at each fare level, such as an advance booking requirement, minimum or maximum stay, or season-, date-, time-, or flight-specific availabilityIn most cases, the lower a fare is, the more restrictive the associated guidelines may beIn review of your ticket details, it was found that you had purchased non-refundable ticketsThe fare terms and conditions are explained online at the time of ticketing, and are accepted at the time that you purchased your ticketsAccordingly, I am unable to provide a refund of your non-refundable ticketsThat said, I apologize that you misunderstood the termsAs an exception, I have requested a refund of the $in change fees that you paidThese will be refunded back to the original form of paymentPlease allow 5-days for this to process***, 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#: ***

Below is a copy of email already sent to customer regarding this complaint
August 2,
Dear ***,
Thank you for sharing your comments via TwitterIt'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
Unfortunately, schedule changes are a common occurrence in the airline industry, as airlines alter their schedules every few months to accommodate seasonal changes in demandWhen a schedule change happens, we attempt to find the best alternative arrangements for your itineraryWhile we do our best to keep negative changes to a minimum, we understand that our suggested alternative may not work and we will do our best to offer viable options, including itinerary, date or time changes, with no service fee or even a full refundOn behalf of Alaska, I offer my apology for any inconvenience you experienced
***, I apologize for any inconvenience you experiencedAs a customer service gesture, I am including three 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 $250*** ***, Discount Code ***, in the amount of $250*** ***, Discount Code ***, in the amount of $
In addition, As I mentioned, We will authorize a hotel reimbursement up to $150.00, per roomOnce you have checked out from the hotel, please reply to this email and include your hotel folio receiptI will issue a check for reimbursement. Also, Your bookings are also documented to receive hotel vouchers, I understand if you're not comfortable with waiting until your arrivalIf you choose not to use these vouchers, the reimbursement option still applies
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,Angel L***Social Care RepresentativeReference#: ***

Complaint: ***I am rejecting this response because:
I am really disappointed to hear thisAside from the Missoula experience Alaska was great to us. Unfortunately it is apparent that your budget cuts are effecting the treatment of your customers, your reputation and who know's if they have effected the safety
of these flightsMissoula staff just made it very transparent I appreciate your time and efforts however based on this decision and thinking about the position you are taking it concerns me
I will be forwarding this information including additional photos and videos to: DOT's Aviation Consumer Protection Division & The FAA with a complaint against Alaska AirlinesI will also be copying in the heads of the company, so they are aware of the standard of service being given to your customers and at the very least ensure that these budget cuts are not effecting the safety of consumers flying with Alaska Airlines
(Bradley T*** CEO, Brandon P*** -Executive Vice President - Finance, Chief Financial Officer *** *** -
Chief Executive Officer and President of Horizon Air
Benito M*** -President, Chief Operating Officer of Alaska Airlines, Inc
*** ***-
Executive Vice President and Chief Commercial officer of Alaska Airlines
*** ***-Vice President
*** ***-Chief Ethics and Compliance Officer
Thank you again for your time and efforts but this just wont work for me, Especially being such a insignificant amount requestedSincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

June 3,
Dear ***,
Thank you for your reply to our recent communication.
As a service-oriented business serving millions of passengers every year across three countries, we have implemented certain guidelines and procedures to ensure the service each customer receives is consistent and fair. The terms and conditions of your ticket do not allow for statravelThis was offered by the original customer service agent as an exceptionExceptions like this are typically only offered when there may be open seats on a flightAs I am sure you can appreciate, we certainly do not want to offer an exception to our passengers, and give them hope of making a flight that is already overbookedI am pleased to hear that your friend was offered a second exception to stafor the PM flightUnfortunately, our stance remains the same, and we must respectfully decline any refund of your expenses.
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#: ***

Complaint: ***I am rejecting this response because:By the airline's own stated policies requiring me to check in minutes prior, I should have boarded that flight, as I arrived 45-minutes in advanceAs it stands, the only reason I was not able to board the flight was due to the actions of Alaska Airline's employee, Eunice G***, who refused to process my ticket, supply information or act in a courteous fashion.I strongly feel Alaska Airlines should revise their response, as the onus of blame lies on their employee acting improperly.Sincerely,*** ***

Complaint: ***I am rejecting this response because:Sincerely,*** ***

October 21, 2015Dear ***,I appreciated receiving your email from the Revdex.com regarding your recent travel. When you made arrangements to travel with us you had every reason to expect that we would depart for your destination at the published arrival time
Clearly, that did not happen and I regret that your flight was delayedOur records indicate that your Las Vegas to Seattle Flight was delayed minutes due to crew delays from the previous nightI apologize that this information was provided at the time. That said, I found that you did make your connecting flight from Seattle to Anchorage, and arrived in Anchorage nine minutes past your scheduled arrival time. Due to the circumstances explained above, I must decline your request for a refund of your tickets***, 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***Customer Advocacy SpecialistReference#: ***

September 3, 2015Dear ***,Thank you for your replyI certainly understand your concerns, and I can assure you that our Customer Care Manager is working closely with the bank to ensure that this type of situation does not occur again in the future ***, thank you very much for writingWe look forward to welcoming you aboard an Alaska Airlines flight in the near future.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

May 25,
Dear ***,
Thank you for sharing your comments 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
In review of your reservation details, I found that the reason that the
kiosk was not allowing you to check-in, was because you were past the checut-off timeBecause 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 information. I sincerely apologize that this procedure inconvenienced you on your recent trip and hope your future air travels go smoother
We recommend that you check in at least two hours prior to departure to allow yourself enough time to proceed through the ticket counter line and reach your gateWhile we understand the importance of a quick, convenient check in process, there are factors that will occasionally cause long lines at the ticket counterIn fairness to other customers, we cannot delay other waiting passengers their ability to cheto accommodate a passenger that may have arrived lateI apologize that you feel this should have been handled differently
***, 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***Customer Advocacy SpecialistReference#: ***