Alaska Airlines

Dear ***,Thank you for sharing your comments via the Revdex.com regarding your canceled ticket.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 restrictions. We understand that things happen and you requested a refundWe strive to provide a consistent and fair travel experience for all customersWe're sorry, but in this situation we cannot offer a refund since the fare that was purchased was non-refundable.***, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

September 22,
Dear ***,
Thank you for sharing your comments via the Revdex.com regarding your Mileage Plan account.
At Alaska, we take a great amount of pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan membersWe have
implemented certain guidelines and procedures to ensure the service each customer receives is consistent and fairIn review of your Mileage Plan account, and the awards taken out in July 2015, it does appear that these awards have been traveled and usedAccordingly, we are unable to refund the miles usedWe take the security of our Mileage Plan member's accounts seriously, and do verify account information when booking over the phone, in addition to requiring you to use a secure password when booking online. It would appear that in this case that these award tickets were valid bookingsWe strongly encourage customers to add an additional password to their Mileage Plan account, if they feel necessary. Additionally, we suggest changing your online password frequently.
***, I am sorry for the unfortunate situation with your accountAs a customer service gesture, I have deposited 3,miles into your account. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** ***I am rejecting this reponse because I was not latewas at airport hours prior my flight and the line was crazy because Alaska Airlines had three flight at the same time with just counters and slow to serve all this customersOn the other hand why go through the process of checking my luggage and charge my credit card send in my luggage and issue the boarding pass if I was late at the counter nd what do you think with your Laura type manager will I get your flights? She didn’t want me to catch the flights on purpose and she humiliated and intimidated me by calling the Police, so I leave the counter and not argue my right

Complaint: ***You wrote:
"In review of your reservation information, I was unable to determine what time you arrived at the gate for your flight to PortlandHowever, based on what you described, it does sound as if you were within the acceptable boarding time restrictionBecause 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 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 departureAllowing customers to board late 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 boarding attemptsI sincerely apologize that this procedure inconvenienced you on your recent trip and hope your future air travels go smoother."
Actually, I came in from Frankfurt, Germany on Condor flight which was scheduled to arrive in Seattle at 2:p.mand was slightly delayed but I was at the AA gate by around 3:p.m., more than an hour before the scheduled departure time, not shortly before as you imply in your response
I did not attempt to board late, rather, when I attempted to board my boarding pass that had been issued in Amsterdam earlier that day was not recognized and I was told that it was not valid
So I think I'll hold out for $as your offer of a partial settlement reflects some wrong assumptions
Thanks, ***
Sincerely,*** ***

December 12, 2017Dear ***,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 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 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 counterIt is necessary to be fully checked in, including luggage, at least minutes prior to departureI apologize for any inconvenience you experiencedI 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***Customer Advocacy SpecialistReference#: ***

February 28, 2018Dear ***,Thank you for contacting the Revdex.com regarding your travel last June. I regret that you have not received any response to your request for reimbursement of your hotel and parking expensesDue 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 canceledAccordingly, I must respectfully decline your request for reimbursement of the hotel cancellation and airport parkingThat said, I did find that you were previously sent two Discount Codes as a customer service gestureI have included both the emails below again 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,

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
***
***
Those are the confirmation codes for both flights the first was for the 12th And the second code is for today the 13th

Complaint: ***
I am rejecting this response because: I asked that an executive call meThey didn'tIt is a coward's way, to discuss by email. An apology means nothingThere was nothing said about reprimanding those two people. Why would I want to fly your Airlines again, based on the last experience? That doesn't make sense. years as your customer, which you can verify, to be treated like this? Also, you did not claim the money, so my bank released the hold on the funds, causing several problems with other purchases, when two days ago, you did claim the funds, very unprofessionalThere was nothing said as to why these two flight attendants, were so viciousAs mentioned, I am a prominent businessman from Bellevue WA. We are now officially ending our years as your customer.
Sincerely,
***

September 23,
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
In our smaller airports, our employees are often performing multiple dutiesWhen the checut-off time is reached, the employees will shut down the ticket counter, and proceed to the gate to begin the boarding processThe kiosks will also deny cheto any passenger that attempts to chepast the cut-off time. We recommend that you check in up to hours prior to departure to allow yourself enough time to proceed through the ticket counter line and reach your gate for boarding at least minutes prior to departure. That said, we understand that there are unfortunate circumstances that can happen, resulting in a passenger missing their flightFor this reason, our agents did waive the fees associated with rebooking you to the next available flight, as well as waiving any additional fare increase. Accordingly, I must respectfully decline your request for additional compensationWe do feel that the $Discount codes and fee waivers is generous compensation for 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***Customer Advocacy SpecialistReference#: ***
September 12,
Dear ***,
Thank you for calling and sharing your concerns regarding the recent checkin cutoffIt'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
*** *** *** *** *** ** *** *** ** *** *** *** *** *** ** *** *** ** ***
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,Sal O***Customer Care RepresentativeReference#: ***

Complaint: ***
I am rejecting this response because:ALASKA AIRLINES IS A GREEDY COMPANY!!! Yes, I did give the flight credit away to a stranger on Craigslist just so it could be used. I disclosed that information to the Revdex.com the minute it was given away. What I care about is the principle of the matter. I feel that your policies are unfair and service is horrid. And I demand that your Revdex.com rating be downgraded. Do not look forward to my future patronage with Alaska Airlines. Your baggage handlers have stolen items from my wife's luggage, broke hundreds of dollars in irreplaceable merchandise, and then you all forced me to take flight credit that I cannot use when you have my actual money in your hands. I would never want to and never will fly with Alaska Airlines ever again. And I will let all of these details be known on any and every review website, business column, you name it. Even Donald Trump is going to hear from me about Alaska Airlines. It may sound silly. But, I remember him during his campaign singling out Alaska Airlines as a greedy company and that stuck in my brain. We all know what that man is capable of when it comes to enforcing business practices. So, no I do not accept that your response and the tone in which it was written; as if Alaska Airlines has done nothing wrong. Just because something is policy, it does not make it right
Sincerely,
*** ***

December 1,
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 the certificate amount is not correct and our compensation is inadequateIn review of your reservation details, we were unable to verify that the difference in credit would be $1,It is our assumption that the agent may have quoted you an inaccurate estimate of the credit due to you, however $1,500 was not documented anywhere in your reservation or confirmationThat being said, for your situation, we feel we can do more, so we're offering you a new Discount CodePlease disregard the previous Discount code.As a customer service gesture, I am including a new 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. *** ***, Discount Code ***, in the amount of $
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***Customer Advocacy SpecialistReference#: ***

Complaint: ***
I am rejecting this response because:
To Revdex.comIt seems that the Alaska Airline management are careless or they really do not understand my complaint and I keep repeating my self and they always give me the same answer over and over without providing a logic answer to my concern.I was hour prior to my flight and this was not my first time to fly, I can tell you that I have at least one overseas and couple of domestic flights per year but this was the first time that I was forced to miss my flight with hour prior to a domestic flight.I continuo to explain Alaska Airlines that I was not late, I had already paid and checked my luggage and assigned my seat and had my boarding pass issued by the lady at the counter, when after five minutes the incompetent manager (Laura from San Diego) came and said that she won't let me have my boarding passI continued to beg her to give it to me because I was pre-checked and I had still minutes (after they made me wait minutes at the counter) to go to the gate right above me, but she denied, not only but also she torn my boarding pass in front of me and called the police on me. She humiliated and intimidated me to get rid of me because she knew I had right on that boarding pass and that was not her place to stop me, but it was my own problem if I couldn't make it to the gate (because I would have lost my ticket anyway and they knew that all their flights was full).By the way the most important thing that a responsible airlines company does is to announce the missing passengers from their boarding list so they know they are missing their flight which Alaska Airlines does not do it at all (as later that day Delta Airline called at least five times their missing passengers)Now I arrive to the conclusion that they pre sold my seat to somebody else (which is lately happening), and all the Laura from San Diego was doing to delay me so I miss my flight and they could get more money from other desperate (to get on that plane) people.Please tell the Alaska Airlines not to copy and paste the same answer if they can not take the responsibility of their manager's action.Thank you
Sincerely,
*** *** ***

February 3,
Dear ***,
Thank you for your reply
We regret to hear that you had further difficulties when you contacted our Reservations DepartmentI apologize that I failed to notice that your reservation was a vacation package, and as such, you were correctly advised that it is necessary to contact Travelocity for any changesIf we made changes to your ticket, it may result in your entire vacation package being cancelled. We are sorry for any disappointmentThat said, we can make changes once travel has begun, which is why the agent advised you to check once you travel on your outbound flightHowever, we would strongly encourage you to contact Travelocity, rather than wait, to avoid a further increase in fare
Once again, I apologize for the inconvenienceAs always, thank you for flying with usSincerely,Trisha V***Customer Advocacy SpecialistReference#: ***

January 20,
Dear ***,
Thank you for sharing your comments via the Revdex.com regarding your MVP status.
In review of your Mileage Plan account, I found that you did not re-qualify for MVP status for Elite status must be reached each year by
accruing a threshold of traveled and earned milesTo retain your MVP status, it is necessary to earn at least 20,miles on Alaska Airlines, or 25,on Alaska Airlines and qualifying partners, or segments within the qualification period from January 1st- December 31stFor further information, we invite you to visit our website at www.alaskaair.com and click on “Ask Jenn” located in the top right-hand corner of our home pageJenn can quickly and efficiently answer a wide variety of your travel-related questionsI apologize for any misunderstanding regarding the Mileage Plan program
***, we value your patronage and look forward to welcoming you aboard another Alaska flight soon
Sincerely,
Trisha V***Customer Advocacy Specialist
Reference#: ***

Complaint: ***I am rejecting this response because: I am not satisfied with the responseI believe my response wasn't even fully read/comprehendedYou say you cannot adjust the price I paidHowever in my message I clearly stated I did not fall for what appears to be a bait and switch- I did not payI also stated my fiancee and I are still do not have flights. I believe the credit card application was contingent on the checkout of that saleDenying the sale once I got the card and then saying the prices went from $to $seems like fraud to meMy fiancee and I are still out of flights and now I feel like the airline I've trusted for so long has tricked me.Sincerely,*** ***

March 14,
Dear ***,
I appreciated receiving your email from the Revdex.com regarding your recent travel
Because our customers count on us for an orderly and on-time departure, we have instituted a cheprocedure that requires our customers to be checked
in 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 and hope your future air travels go smoother
Based on the circumstances explained, we do not typically provide compensationThe DOT regulation you referred to in your email is only applicable in oversold ticket situations, and not for late passengersThat said, it was found that you had previously contacted our Customer Care Department and discussed this matter with them. As a customer service gesture they issued a Discount Code to use toward future travelI have included that code below again for your reference.
*** ***, Discount Code ***, in the amount of $
***, 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,*** ***Customer Advocacy SpecialistReference#: ***

September 8, 2015Dear ***,I appreciated receiving your email from the Revdex.com. After investigating your reservation details, I found that your tickets were originally purchased on *** *** ticket stock. It appears that the booking
agency in which you purchased the tickets through reserved the flights, however they did not ticket the reservationThis is the reason that your flights were cancelled days after the original reservationI am unable to determine why this happened, and would have to refer you back to the original agency in which you booked for further resolutionIn an industry where excellent customer service is a key feature, Alaska Airlines has always led the way in providing exceptional service to our customersFrom what you have described, it is apparent we have failed you in this regard and for that, I offer my sincere apologyUnderstandably, we empower our employees to make decisions on behalf of our customers but they must still operate within certain guidelinesI certainly acknowledge your frustration in that the agent you spoke to was unable to assist you, and referred you back to UnitedSince we did not collect the original payment on your tickets, the agent was correct in advising you of thisThat said, I regret any disappointment you experienced as a result of the ticketing issues. ***, I apologize for any inconvenience you experiencedAs a customer service gesture, I am including 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.*** ***, 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#: ***

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
I accept that customer service gesture will pay the total amount of $(check or direct deposit )in an effort to resolve this issue. When we we receive our refund, I will close all open cases regarding this issue. My mailing address is below:
*** ***
*** *** *** *** *** *** *** ** ***
If direct deposit to a card or checking account is more along you protocol, please contact me directly for that information: *** Thank you for working with us

Complaint: ***I am rejecting this response because:
The flight was late and I missed my connection, need refund
Sincerely,*** ***

March 24,
Dear ***,
Thank you for your reply from the Revdex.com
I apologize, however I am unclear as to why my previous response was rejected in the Revdex.com databaseAll of the miles for the flights have been credited to your accountAs I mentioned, the partnership with Hainan Airlines did not start until 7/23/15, which was after your outbound flightAs such, our database was unable to credit the outbound flights. However, I have made the exception and credited the miles you would have received for the outbound flights, which are posted on 3/22/You have received all of the miles for the flightsPlease let me know if there is still a misunderstanding.As 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#: ***