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Alaska Airlines
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Alaska Airlines Complaints Summary

7 Resolved
43 Unresolved
Our verdict: With Alaska Airlines's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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11:40 pm EDT
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Alaska Airlines Poor Customer Service

TRIP FROM HELL! - July 13, 2021
Flight 1242 boarded on time. After the doors were closed, the pilot announced we would be delayed for 1 hour due to fog in SEA. After 20 minutes, pilot announces Seattle will hold our connecting flights, so don't worry. In 4 more minutes we took off (take-off delayed total of 24 minutes. Arrived SEA at 11:03 (total delay of 27 minutes). Pilot urges passenger to let a few passenger with an international connection to deplane first.
Deplane and run to my gate (flight 2096) arriving at 11:19am. Boarding gate is closed. No boarding agent in sight. Head to customer service desk. 2-hour wait to see customer service agent, because of a long line due to people on the same flight missing their connection. Alaska DID NOT HOLD THE FLIGHTS! Why did the pilot lie or was he just misinformed?

Agent says no more flights scheduled to ALW that day. I ask about flight 2086 at 10:52pm. Agent can't find 2086. I suggest she use the flight number. Agent finds and books me on 2086. After leaving customer service desk, I notice I am booked as "standby." I return to service desk and inquire. Another agent overhears and shows agent how to book. I get confirmed flight and seat assignment.
Assigned to flight 2086 leaving at 11:55pm. Told 1 checked bag made the 2096 flight and 1 bag was in baggage processing downstairs. I questioned the agent and was assured the 1 bag did indeed make the flight (they lied).
Proceeded to baggage claim to retrieve my 1 bag that didn't make the 2096 flight because baggage wouldn't answer their phone when the service desk called. Took 1 hour to talk to an agent and then 2 more hours for the staff to find my bag. (bag was originally carry-on but had to be checked because of "no overhead storage on flight 1242).

Wait 12 hours in airport for flight 2086. At 10:52pm boarding time announcement flight is delayed. At 11:55pm departure time announced flight is cancelled due to mechanical difficulty.

Back to customer service desk wait 1 hour to see agent. many passengers that tried to use gate agent joined us because it soon became obvious gate agents didn't know their job. I am informed that the earliest available flight is 2086 leaving on July 15th!

Another passenger suggest we book a flight to PSC (Tro-cities) instead of ALW and drive to ALW from there. She has a brother who can drive us. Four of us agree and have agents book us on flight 2102 leaving 7:55am on July 14. Also, we are booked into the Holiday Inn for overnight.

At 6:00 am I wake-up and realize the alarm didn't work. I run down stairs at the hotel and arrange a cab to the airport. Tell the cab driver to hurry. I arrive at 6:30am. I talk to n Alaska customer agent to see if she can take to to the check-in desk front of line because I have such a short time. She refuses to help me stating they are not allowed to let people skip the (Alaska check-in) line for any reason. I manage to get the attention of a TSA agent. He helps me skip the TSA line in return for signing up for a trial CLEAR membership. I get to the boarding gate 2 minutes before boarding and successfully arrive at PSC after which time the aforementioned passenger has her brother drive us to ALW.

Go to ALW to retrieve my suitcase that supposedly made the original flight 2096 on July 13. Agent says bag isn't there. Had agent trace bag. Bag is still in Seattle - original agent in Seattle apparently lied to me, because this agent can see the bag DID NOT MAKE THE 2096 flight. Furthermore, I noticed Seattle baggage did not pick-up this agents first 3 calls and when she used a different number, they hung up on her. Eventually she got through and managed to get my bag sent to ALW where I picked it up.

1. Promised to have connecting flights delayed. - did not
2. Actually arrived before original 2096 left, but because of 30 minute rule had to wait 12 hours.
3. Agents after original 2096 flight didn't know how to do the booking so I had to repeat it.
4. Agents LIED about the bag going to ALW.
5. Gate agents totally incompetent after flight 2086 cancelled resulting is longer service desk times.
6. Agent refused to help when I was late for flight 2102.
7. Seattle baggage refused to help customer service agents at SEA and ALW.

THEY NEED TO DO SOME SERIOUS TRAINING AND HOUSE CLEANING!
When I was waiting to retrieve my bag in Seattle, I overheard the baggage agents telling each other to just ignore the calls from customer service. The baggage agents also had a VERY BAD ATTITUDE towards customers.

Desired outcome: Train your staff -

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1:28 pm EDT
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Alaska Airlines Alaska airlines changed my flight and was very disappointed with the rep attitude on trying to accommodate me

I pay for the main fare in order to pick my seats (husband has a bad knee and I get motion sickness) and get as close to the front of the airlines as possible. Alaska cancelled my nonstop flight #141 leaving 7/14/21..reservation MOVDAQ and put me on a new nonstop flight leaving LAX at 7:45PM arriving 11:59 PM flight into Anchorage which did not work because our final destination was another 3 hours away by car. So when I contacted Alaska I ended up speaking to a supervisor Kit nd when trying to rebook on another flight for the same day (with only one choice flight #97 out of Seattle that arrived into Anchorage at a decent time in order to drive another 3 hours to final destination without have a 10+ hour day, the only seats available for two was the 2nd to last row or only middle seats sporadically. When I explained to the supervisor Kit that I pay to pick a seat, she said "your fare does not guarantee a particular seat, only a seat on that flight". I've never in 30+ years of flying with Alaska have been told that or had a problem with the seat I originally booked. Otherwise, I would just pay for the saver fare and take my chances with a decent seat. We couldn't change to the day before for flight changes because this would now affect my rental car and paying more for an extra day just because Alaska cancelled my flight. She also informed me when I asked if we could have seats in row 11 or exit, she explained those were reserved for elite and loyal members "in case" someone needed to book that flight. After much frustrating conversation, she moved us to row 15. When I asked if we could have row 11 because 15 doesn't recline, she said no . I am so frustrated with the lack of customer satisfaction, that I am now reconsidering future trips with Alaska Airlines.

Desired outcome: We should have been accommodated to a seating assignment that satisfies the customer like row 11.

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1:21 pm EDT

Alaska Airlines Order #90050

original reservation was June 2020. AlaskaAir cancelled it hindering our ability to arrange seating and plans so changed to June 2021. Yesterday Alaska made changes agin that hindered our seating and trip plans. Had to cancel SFO plans and deal with seating issue. Ruined our trip. all they could say is credit flight for another time.

Desired outcome: comp our flight.

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10:53 am EST
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Alaska Airlines changing my flight and not telling me

On Feb 15, 2021 I was booked on flight 3442 from Sacramento to Boise, leaving at 6:40. This was changed to a flight that left at 2:30. I was never notified. I found out when I went to check in. I was in San Luis Obispo, CA at the time visiting my mom who is 92 and has dementia. I woke up at 6:30a.m. to get ready to go see her before having to leave. This is when I found out that I was leaving at 2:30 not 6:40. I had to leave SLO without seeing my mom. I didn't get to hug her, tell her goodbye or tell her that I love her. This trip could be the last time I see my mom alive. I should have had plenty of time to spend with her before leaving, but you guys changed my flight and I didn't get to see her. This was very upsetting. I called and the rep told me that my original flight didn't even show up on her screen! When I got home I filled out the survey, twice before I heard from someone. I got an email from a Andrew, supervisor with customer service in Boise. I responded to him with my information. I still have not heard back from him and that was 10 days ago. I have flown on Alaska airlines 5 times in the last 14 months. I fly with you because of the fares and the non-stop (when it's available, because of COVID I know that this was not always an option.) Please respond. byra.[protected]@yahoo.com

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9:55 am EST
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Alaska Airlines limited time online offer for credit card at time of booking

I am so upset with Alaska Airlines. On Jan 4, 2020 (EKGLOW), I was checking for flights to KOA, I found a flight on Alaska and was enticed into booking it because of the Alaska Credit Card Promotion which would have given me a $200 statement credit off of the cost of my flight, along with other perks such as a Free Checked Bag. So I completed the online application at the time of the booking and received a pending notification which did not indicate how long I would have to wait for the approval. So I waited a few minutes and then received a pop up from Alaska asking me if I wanted to continue with the reservation I needed to input payment information. I could not get back to the screen that had my pending credit application info to check if it had been approved yet so I input another credit card to secure the reservation until the Alaska Card approval came over. I did not know that once a reservation is secured with a credit card that you cannot change the credit card info on the reservation. I would never have booked this reservation if I knew that I was not going to get to use the Alaska Credit Card on this reservation. I was expecting a $200 statement credit and a free checked bag. Meanwhile my traveling partners have booked on other airlines because of this glitch and now I am traveling alone.

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12:09 am EDT

Alaska Airlines flight delayed

Hello,
My name is jackie cenan. My flight today was supposed to be at 10:45 am, from lax to jfk new york. The flight was delayed until around 1:20pm. I was supposed to take the train to poughkeepsie at vassar college and because the flight was delayed I lost the last train that goes there. I had to take a taxi to get to vassar which cost me $480. I'm asking you, alaska airlines, to refund me the money i've lost. (the train would have cost me $35) please understand it is not my fault, I needed to be at vassar by today, and I don't think I should pay out of my pocket.
My email address [protected]@vassar. Edu or [protected]@yahoo.com
My phone number [protected]
Please respond to me,
Jackie

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3:10 pm EDT

Alaska Airlines delay compensation as described on website not given

My daughter was booked on Alaskan Airlines flight 237 from JFK to LAX on the 9th August leaving at 1pm. It was booked through Expedia. Confirmation number Q2XW39. She was told that the flight was overbooked and she should wait for her name to be called to be assigned a seat. Her name was never called and when she asked at the desk for information they said that someone with her name (Anna Rebekah Barr) was already on the plane in seat 17F. She had been at the desk in good time which should be verified by the security cameras. There was a lot of confusion as they tried to work out what happened but my daughter was told that she would need to wait till the next day to fly and they put her up in a hotel. This late arrival affected all her plans for that weekend. Looking at the website it states that she should be entitled to compensation as shown in the photo below but phone calls with customer support showed that they were unaware of this policy and they didn't know that the flight was overbooked. My daughter said that a family had volunteered to travel on a later flight. It does seem a security risk if they allowed someone to fill a seat who was not the person they thought they were. If Alaskan airlines state on website that this is their compensation policy for delays they should honour that.

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DoodzMailbox
, US
Sep 04, 2019 3:58 pm EDT

Your situation is Exactly Why you should travel through a travel agent or book directly with the airline. These travel sites like Expedia (the one you mentioned) and others are independent of the hotels and airlines. Alaska is not responsible, Expedia is.

It is amazing to me how much people want "cheap" stuff, but complain when things get messed up. If humans weren't so greedy it would be a much better world.

Although, Letting unknown people fill seats that do not belong to them on a manifest is against Federal Regulations and the Airlines can be fined. I would bet an employee or air marshal was in that seat.

Next time go directly to the airline or travel agent. If not...take your chances

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8:13 pm EDT

Alaska Airlines request a refund.

I purchased two tickets with this airline and im really upset because I ended up not using those tickets which I payed $158 each.
I called and they said I would get credit for it with the airline and I never did. I never got my money back either! Now Im getting charged again for a complaint I made to my bank account about it. I want my money back!
I purchased this tickets on 11/20/2018 for $158 each ticket. I just want my money back.

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10:33 am EST

Alaska Airlines customer service/luggage

Good morning Alaska Airlines,

Im writing you in reference to a recent experience I had with your Airline. Below is a description of my flight itinerary.

21 Dec Anchorage - Portland Flt 134, seat 23 C
21 Dec Portland - Seattle Flt 2254 seat 8B
21 Dec Seattle - New Orleans Flt 788 seat 18B

My experience from:

Anchorage- Portland

was good with the exception of it being delayed.

Portland - Seattle

is were things became interesting. Our flight was delayed twice because of crew members being late. At first thought was isolated however multiple aircraft were postponed because of this. My flight arrived as my flight to New Orleans was supposed to take off and they held the aircraft at the gate for our arrival.

Seattle - New Orleans

I was concerned my luggage would not make it on time. Which turned out to be correct.

I meet with the representative near carrousel 11 and explained what happen. She stated that my luggage would arrive via American Airline around 1100pm, ( when I had arrived at 430pm) she also stated that I would need to return to pick my luggage up. I stated that this did not seem to be a good solution and if I got a hotel room for the night could my luggage be brought to me. She said that she told me it would be arriving via American Airlines and that she had nothing to do with it. I told her that this seemed odd when Alaska Airlines prides themselves with 20 min baggage delivery to the carrousel.

I also then asked for her name since the lanyard she was wearing was turned around backwards. She said "why so that I could make a complaint", I responded with, since you work for a company and are in customer service, I should be able to know your name. She would not provide me her name. I then asked if I can talk to your supervisor? She then stated the supervisor was not at work. I said can I talk to someone else in charge and she said that there was no one. I asked if she was in charge and she stated that, that is not what she said. I then asked if there was a number I could call or email and she again refused to provide information. I was becoming frustrated with the situation and decide to walk away.

I then walked over to American Airlines and explained that Alask Airlines had arranged for m y luggage to arrive on one of there planes and asked if they could have it delivered to an hotel if I got a room (as I live in Biloxi and did not feel like waiting from 4300 1100 pm and then drive for 2 hr). She stated that they could not because I last flew with Alaska airline and that violated some rules and liability (really nice to deal with the AA workers). She then went with me to talk to the Alaska Airline individual, but she was no longer in the office by carousel 11. She then called and asked for a rep to come down stairs. I waited about 20 min and no one came down. I then notified the American Airline worker that I would get a hotel room and return in the morning for my luggage.

 -Side note is that I was in Alaska looking to buy property and if and when I did would be using Alaska Airline to travel between Alaska and lower 48. I will seek alternative means if this employee represents what your company stands for.

Issues:
Multiple delays (somewhat understandable this time of year) I do not get multiple flights not having a all crew members

Customer service:
Refuse to provide her name. Refused provide supervisor information and refused to assist with delivery of luggage. Refused to provide email or phone number. This resulted in me having to find something to do for 6 hours after a long trip or get hotel room. I elected to get hotel room at an additional expense around the holidays. This was my decision, but if my bags could have been delivered to my home I would not have felt the need to make this decision.

*** I have been in the military for over 15 years and travelled more times than I can count and this was one of the most rude individuals I have ever dealt with in a customer service position.

Please feel free to call me if you want to discuss these issues further.

Kenneth Martin

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8gkids
, US
Mar 12, 2019 5:20 pm EDT

My complaint is with the luggage department. I returned home to Alaska from Phoenix Arizona on March 11, 2019. I am an experienced traveler and know to properly wrap items in luggage. This trip, I brought several items home that I knew would need extra care in packaging. One such item was a 7 ounce can of dry custard mix. It was triple wrapped in plastic to insure that even if there was damage, it would not cause a mess in my luggage. When I picked up the luggage at baggage pickup, there was no indication of any damage. There was no rips, tears or punctures to the exterior of the luggage. I always check this before leaving the carousel area.
When I arrived home and opened this piece of luggage, it was an extreme mess. Not only was this container of custard mix not wrapped in anything, it had been placed between clothing and not with the other items I had packaged it with. I am totally stumped as to how this container not only was unwrapped and misplaced (I'm sure it was someone opening the bag to check items), but how it could possibly get powder in a CLOSED zipped shoe bag to the extent that it did, The powder was throughout the entire bag and ruined several things.
No liquid items were damaged. There were no dents in anything else. I have brought this particular item in luggage before (the movable cover under the lid has never expanded to cause damage or leakage).

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10:24 pm EDT
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Alaska Airlines alaska airlines charging fees to use a cancellation voucher

My husband and I had planned a birthday trip to Portland Oregon, leaving on April 10th, 2018. Sadly, he was just diagnosed with ALS, and due to his unexpected retirement from his job, at 48 years old, , we had to make the decision to cancel 5 days before we were due to leave. We were comforted to know we paid for the travel insurance, and happy to get a voucher for future travel. I was shocked, and appalled, to be told by the Alaska agent I spoke with told me I was to receive 2 vouchers valued at $186.00 per person, BUT, to use them on future travel I would have to pay "FEE" of $125.00 per person. So basically, I would have to pay to use my vouchers. I find this a disgusting way to treat consumers who, in good faith, took insurance to cover my travel...I don't want a cash refund, just an opportunity to travel with my husband before he can not travel anymore. Alaska Airlines, you should be ashamed of yourself.

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12:05 am EDT
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Alaska Airlines delayed flights

Hello,

I am typically not the guy to complain about things or ever had a bad service with Alaska Airlines but today was different. I was on a flight today [protected]) number ( 80) from Anchorage, AK with a layover in Seattle Wa with my final destination in Portland, OR flight number (2751). The start of my trip started out bad when my flight was delayed due to " a screw member being late". The crew on the flight was new and had poor attitude and terrible customer service. I was on a business trip and needed to be in Portland on time or some what close. I land in Seattle and come to find out my flight was moved up 3 hours. I and like the rest of the customers wore really disappointed and frustrated as my one day trip was completely ruined. Not to mention i paid 30, 000 for one way flight. I finally got them to move my flight down to the next flight after arguing for over 30 minutes explaining my situation. Sitting waiting for my flight i realize my new flight was delayed AGAIN for the third time in one day. I cannot express how frustration this is especially when i am told it is an Unknown reason and i have no choice but wait. I paid 30, 000 for this one way flight expecting some what of a decent flight and it ends up to be completely terrible. I would like to see Alaska Airlines refund my 30, 000 for this flight to some what make up to what a terrible experience it was. My Confirmation number is BEKJDH Alaska Member number the miles wore used [protected]. Thank you and looking forward to resulting this issue.

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4:14 am EDT

Alaska Airlines We will never fly Alaska Airlines again

It is horrible. Only their airlines never fly due to weak weather conditions while the others do. Everything would be ok, if it happened to me, I would probably never pay attention. But it was about my 15 yo daughter. I sent a couple of emails to complain trying to resolve it, but they didn't do anything. My girl had to spend 10 hours in an unknown city waiting for their next flight because they couldn't do anything. Never again. We're done with them.

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12:56 am EDT
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Alaska Airlines Bereavement

My grandmother passed this past week. While she was in the hosptial my mother booked a flight down there. We called in asking about a bereavement fair, and the gentleman on the phone mentioned it would be 15% discount. But since she had not passed he couldn't offer the discount. He mentioned nothing about having to have a "full flex ticket", and inferred he could refund the amount to my card (as opposed to manually entering a discount when booking the ticket over the phone)

When she passed a couple of days ago, I purchased 3 more tickets for the rest of my family to attend the funeral. It cost of $2, 000 - which based on my previous interaction - lead me to assume I would get credited 15% of the total.

Fast forward - the manager on the phone I spoke to tells me the following:

She would cancel the tickets
Charge us a 100 cancel fee per ticket
Re-buy the more expensive "full flex tickets"
Effectively saving is zero money

I was informed by a friend (who happens to be a flight attendant for your company), that alaska was too customer satisfaction for 6 years straight with JD Power. I have to say, I received zero help, and was shown zero compassion for my situation.

Please explain how 15% from a ticket that costs 30% more than your cheapest ticket is going to save me any money?

A simple refund of 15%

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6:30 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Alaska Airlines do not fly alaska airlines, worse experience ever, untrained crew, untrained stewards, untrained pilot.

Do not fly alaska airlines, worse experience ever, untrained crew, untrained stewards, untrained pilot.

So, we booked our flight may 24th, 2012 on expedia.com and itinerary number [protected].
We purchased 4 tickets and had 1 infant in seat. Paid total of $3459.60 for 4 passengers and 1 infant in seat.
Expedia booked us on american airlines confirmation # jsniae.
We were flying from seattle to st. Thomas as our final destination:
We would be departing seattle tacoma international airport on 1015pm on may 26th using alaska airlines confirmation code # hxrrgk.
We got the airport 3 hours early, paid for to drop off our car at wally’s self parking.
We got the airport, we had to wait in a long line for alaska airlines to check us in, apparently they booked us in row 18, and this was behind exit row and we had in infant and child booking so they had to move us.
That’s fine, we checked in, paid for 2 large bags $40, and gave them also 2 of our car seats as check bags.
We passed through tsa security line fine without any problems, and ate a little and were on our way to the gate.
As soon as we got there, I got a stroller tag for our 1-year old, and there was an option to upgrade to 1st class to passengers, so I booked my wife and mother in law along with our infant in seat there.
Myself and my 3year old son were then moved to row 23, when we had originally confirmed seats on row 18, but by the time there were making changes the seat’s disappeared.
We got on the plane ok, my wife and mother in law took their seats all ok and me and my 3yr old took our seats in row 23 without any problems.
The pre-boarding was fine and my 3yr old was on my lap playing his ipad and everything was ok, time was about 10pm, everything was going on as supposed to be.
Then stewardess got on the microphone and said everyone needs to turn off their electronics, tray tables up and everyone in their seats.
My 3yr old wanted to sleep already so he began to slowly start to cry and make noise, its his first time on the plan where he has his own seat and not together with his dad, so unfortunately he got scared and little bit cranky and loud.
The stewardess came by, he was still crying, tried to give him some cookie and snacks, but he was still crying and not wanting to sit by himself, I did get him in his seat and he did have his seatbelt on, but he was crying and was trying to get out of it, I was holding him together close to me to quiet him down.
He was not able to quiet down, so stewardess had moved the aisle passenger to a different open spot on the plan and they asked my wife to come down to our row and sit together with us.
As soon as my wife came, gave him his pacifier, opened the magazine, he stopped crying, but he was still sleepy, so he was a little bit cranky, but he was fine and quiet, just making small going to sleep noises, time was about 1009pm already, so as soon as we took off, we were planning on putting him to sleep.
During this whole time as my wife came, he was quiet in his own seat with seatbelt on, and acting normal but sleepy and wanting to sleep, which is normal for a 3yr old child.
All of a sudden, I hear the stewardess come up to us and tell us that the captain has made a final decision, to kick us off the plane, because my 3yr old was being too loud and crying.
That’s the last of it, we heard, the plan had already taxied off from the gate for about 50-feet at this time, since my kid was quiet in his seat with seat belt, I didn’t think there was a problem anymore and we will be departing shortly.
About 5 minutes after this, the plan started moving, which I thought was great,
Unfortunately, the plan was moving back to the gate, and that’s when my fears kicked in.
— as soon as plane touched the gate, they opened the door, an alaska airlines representative came in to our seats, and told us that alaska airlines is kicking us off the plane because the pilot deemed our child not safe to fly because he was crying and making noise.
I asked him to reverse the decision, please, our child is fine and quiet and he is not making any noise, and were fine, he said no, the alaska airlines pilot has made a final decision to kick us off the plane because our child was too loud. I asked maybe 5 more times for them to reverse the decision, because my child was quiet and not a threat to fly, he said no, the pilot has made final decision to kick my party of 5 people off the plane because my child was too loud and I guess was dangerous to fly with a child on the plan who was too loud sitting in his seat with his seatbelt on.
Throughout this whole ordeal I was very angry inside and I had many thoughts what to do and what to say, because this was unfair totally,
But i’m a frequent flier and I know that anything you say on the plane, to anyone, steward, pilot, anyone, is a federal crime and it’s a felony, I kept my mouth shut, didn’t say a word and did what I was told, I knew deep inside this was unfair and not right to do, but I could not say anything as I was already mad and just didn’t want extra issues to come up.
So, me, wife and my 3yr old, grabbed our stuff, moved up, met my mother law in first class with my toddler, got our stuff, escorted by alaska airlines representative and got off the plan quietly,
They were kind enough to give us our stroller back.
We got to the ticket counter, they offered to rebook us for the same plane, same crew, same route, same airlines, I said no, im not flying alaska airlines again because of this mess.
I told them, to give me my 2 checked bags and my 2 car seats and rebook us on a different airlines,
He said no, cannot do that,
There was another flight leaving at 1230am on delta, much more bigger and respected airlines, he said no.
I said what about my bags, he just issued us tags, gave us number and claim, and said wait few days, someone will call you, they might come back in few days from miami, or maybe a week or so from st thomas.
He said, they will refund us bag fees, upgrade fees, and our full ticket amount,
I did not get any bag fee refund, and upgrade refund, or our full price refund, they kept on telling, since you booked on american airlines using expedia, just call them to cancel, we said alaska airlines kicked us off the plane, we want you to refund us.
He kindly said I have to call american airlines and get my refund, he also said if they do not refund me, just file a chargeback with my debit card from bank of america to get my money back, and they will make a note in their system when we file a chargeback against american airlines, then alaska airlines will approve the full refund.
We called bank of america on sunday, they said cant refund, american airlines had to initiate it.
We called american airlines, they said no way, they don’t have a policy for kicking off noisy children off the plan, and they were not going to give us full refund, please take it up with alaska airlines.
American airlines repr. Said alaska airlines had no right to kick off our family of 5 off the plane, its no where in the rules, and she said they have had many incidents like this where there is a noisy child on the plane, but does not give the pilot to kick our whole family off the plane.
So, right now im here on sunday back hope, very angry and mad and don’t know what to do.
Our hotel tickets in st thomas are wasted money, no one wants to refund our money for alaska airlines mistake of kicking us of the plane because we had a noise child.
Really frustrated and don’t know what to do, vacation and summer ruined and no one seems to care about us.
There was soo much planning involved, expenses included, and right now its ruined and im sitting home, feeling angry at myself feeling I made a mistake and ruined our whole vacation for my family.
My recommendation, don’t fly alaska airlines if you have children, if they make a noise, cry, act like kids, beward, you will get kicked off the plane, and you will lose time, money and your patience with these crooks. Do not fly alaska airlines,
Sincerely,
Disappointed former alaska airlines customer.
[protected]@hotmail.com

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9:37 pm EDT
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Alaska Airlines did you really have to call the police because I threatened to twitter poor customer service?

Police dispatched at seatac airport due to an upset alaska airlines customer threat to put their customer service experience on social media.

Another airlines customer service nightmare unfolded last night as several alaska airlines customers’ reported lost baggage and one reported stolen jewelry from their checked luggage. One of the customers mentioned that they were going post their experience on social media networks.

While resolving the baggage concerns of the numerous upset customers, police were dispatched due to security threat …what wasn’t conveyed to the police is that the threat was purely the use of the power of online media. After clarification about the situation, police let the passenger leave the airport without further incident (Without their baggage) and shared a good laugh about the travesty occurring to passengers in today’s airlines industry.

“frankly, if there was a crime committed.. One would think it would be alaska airlines, as this is the second time that I paid for a baggage handling fee and did not receive the service paid, did not receive a refund (Only a $20 future credit on next trip with alaska) and I still do not have my baggage.” “if a consumer pays for something and doesn’t receive service/product isn’t that theft? Who really committed a crime in this situation?”

The irony of this story is that I was just returning from attending the enterprise 2.0 conference in boston where we learned about the impacts of social media to the enterprise. One of the better keynotes at the conference talked about “serve customer 2.0 well or perish”. The speech described how a new kind of customer that is tech savvy and knows their way around social media and are happy to widely communicate about their positive and negative customer experiences.in fact, one of the examples noted was the airlines industry… and how negative social media has impact stock value with contrast on how great companies such as zappos uses web media to engage and foster long term relationships with customers.
As there continues to be much news around the airlines industry and the poor customer experiences, we are witnessing a new era unfolding as customers take back their voice and force companies to serve them better. See links below to other articles where other passengers have used the power of social media that has significantly impacting corporate brands and in some instances stock value:

1. United airlines break guitars: in this case a single youtube video complaint about a bad experience with united airlines has contributed towards united airlines share price dropping by 10% and costing shareholders a reported $180 million! “meanwhile, within four days of the song going online, the gathering thunderclouds of bad pr caused united airlines’ stock price to suffer a mid-flight stall, and it plunged by 10 per cent, costing shareholders $180 million. Which, incidentally, would have bought carroll more than 51, 000 replacement guitars.”

Here’s the video, titled “united breaks guitars” by dave carroll – so far having an incredible viral effect with over 9 millions views: http://www.youtube.com/watch?v=5YGc4zOqozo

2. Movie director kevin smith’s reaction to being removed from a southwest airlines flight for taking up too much room. Kevin has 1.6 million twitter followers and not the kind of guy you want to have talking negatively about your company. http://twitter.com/#!/ThatKevinSmith/status/9079110598 http://twitter.com/#!/ThatKevinSmith/status/9081211151

I guess this is just inspiration for us as consumers that our voice will be heard eventually! Thanks for the forum to vent!

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1:55 pm EST

Alaska Airlines 86 Year Old Grandma gets booted off aircraft for being ill

On the return trip of an alaska airlines round trip flight 313 from san francisco to seattle; our eighty six year old grandmother was, just prior to departure, escorted off the aircraft by two gate agents. Her traveling companions, two daughters and son in law, followed voluntarily.

In the aircraft, nanny (The grandmother) and one daughter who happened to be a rn were seated towards the front of the aircraft. My wife and I were seating in the rear. I looked up to see our sister hurrying down the aisle to advise us, in panic mode, that grandmother was being removed from the aircraft for medical reasons. We immediately left our seats but by the time we got to nanny’s seat, all we could see were two airline gate agents physically removing granny from the aircraft. There was no discussion, no consultation with the family. This 86 year old grandmother was forcibly removed from her flight.

Here is what we learned. We were all returning from our granddaughters wedding in san francisco. Nanny, the grandmother, was fully celebratory, and the party and late hours contributed to nanny’s feeling unwell during the night, not sleeping, and being nauseous. There was also some history of stomach issues with nanny. The family consulted and concluded that best thing for nanny would be for her to get home as soon as possible and get her to her personal physician and local healthcare. And nanny, who is an able aware competent senior woman, wanted to go home, and felt, despite being sick, able to make the trip.

Because nanny was ill, and at times, presented as ill, we asked for early boarding and a wheelchair assist to the gate. Nanny walked to her seat. During this process, a flight attendant asked nanny’s daughter, an rn, if nanny was ill. Sister rn told her what had happened and expressed her concern about the family’s need to keep nanny hydrated – primarily due to her age. The flight attendant passed on some version of this information to the gate agent. The gate agent called alaska airlines medical consultant, med link, and passed on some version of the story. The rn sister was summoned to the gate and had a very reluctant low key conversation with some med link professional.

According to the gate agent, nanny was pulled off the aircraft because med link has a rule that one can not fly if one has had an emesis (Vomiting episode) two hours before departure. But granny had not vomited since the prior night. Family was not allowed to review the decision process with med link. It was a fait accompli. And finally, the notion of such a rule is just plain stupid since every one knows that among the tens of thousand of returning passengers from mexico, las vegas, and reno, a significant percentage are puking their guts out in the airport just before they board. The other issue is the question of accountability. Who is accountable at alaska airlines for this decision? In our efforts to learn the antecedents for nanny’s removal, no one was responsible. It was a med-link decision but the customer can’t talk to med link. When I read among the multitude of complaints allegations of that fascist or nazi management dictator styles prevailing in these unfriendly skies, it is precisely because as you go through this process, the customer hears over and over from a variety of gate agents and supervisors “the rule is the rule”, “no one is responsible”, “it is protocol not we who send you to the camps”!

I need to acknowledge that the alaska airlines personnel on the ground in san francisco with whom we discussed these issues were professional. Regardless of the lack of productivity, the conversations I had with sf alaska airlines were professional and the agents were courteous. Alaska airlines allowed nanny and the families to spend their two hour observation period in the boardroom, we were booked promptly on the next flight and my wife and I were given an exit row seat. I was told alaska would pay the cost of a shuttle from seattle to my home but that did not happen. After another prolonged discussion in seattle, I was given a hotel room.

Here are my observations. If you are escorting a relative who appears to be ill and a flight attendant cozies up to you and asks for information about the health of your friend or loved one, either tell them to mind their own business or lie and say they are healthy but look sick. Whatever you say can be used against you. And if your loved one is elderly, be particularly oblique. Flights diverted for health emergencies are a nightmare for all. It makes sense for airlines to prevent air travel for those in medical crisis. But who makes the call between being sick or in a severe medical crisis? In their zeal to avoid diverted flights, the loss of profit caused by a diverted flight, and subsequent costs, alaska airlines is pulling out elderly who are merely sick, causing them to be sicker, and suffer. This is a type of de facto elder discrimination or elder abuse policy that must be promoted at the highest executive level at alaska airlines, since no one at the operational level has a role in the decision. My formal complaint to the dot aviation and consumer protection and enforcement will ask the agency to count the medical pulls and measure the median age of the medical pulls versus the median age of the average customer. That would at least tell us something about the airline policy as it relates to our elder population.

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A. Ghattaura
swansea, GB
Mar 05, 2011 8:44 pm EST

My family have just been marched off a Thomas Cook flight in the Canaries as the plane was taxiing out, almost on runway. The reason? One of my twins (aged 13months) threw up. A call was made to Medlink who advised the crew to remove us all. Despite me being a senior doctor with years of experience looking after sick kids, my assurances that he was ok were ignored. Medlink need to rethink their policy on vomiting.

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1:52 pm EST

Alaska Airlines Stunned by customer service behavior

I am a college student. I was attempting to fly to visit a prospective university campus to see if it was a good fit for me, so naturally I meticulously scouted for the best fares, and found my best chance at a cost effective travel on Craig's List (shame on me!) from a person who is "In the Industry" selling "Guest Passes."

All I can say is that I experienced one problem after another after another, each problem becoming worse and worse. The first several of such problems can be summarized as follows: The Guest passes work NOTHING like I was lead to believe, or outright TOLD they would by this supposed Alaska Airlines employee. The pass was real, but the claims surrounding how, when, and under what conditions it could be used were bogus. I'm not going to get into the details, because as it turns out the guy wasn't even an employee - he got the guest passes from someone else and thus they are irrelevant to this post.

The biggest shocker of my experience was a supervisor's reaction to my complaint about how the passes were not working the way I was told they would by a supposed airline employee. I'd been sitting in the airport all afternoon, I was told that I would be on this flight. I wasn't. Rather than seeming sympathetic however, the supervisor working boarding counters at Sea-tac THREATENED ME with being permanently banned from the airline for having such a pass! Apparently they are ONLY for family member and friends of employees, and absolutely NOT to be resold under ANY circumstance.

I couldn't believe it. In retrospect, I was was pretty foolish to trust something that seemed 'too good' to be true, but at the same time it was their employee that was crooked. What I saw was cheap air fare, to fit my current shoe string budget and I said "I'll take it!" Why am I being threatened over their employee's wrong doing?

I had been told tall tales about the airline having to compensate me if I don't get on the flight by putting me on the next available flight, free tickets, or cash compensation. None of that was true. What was worse was that somehow I managed to keep getting lower and lower on the standby list. Who was getting in front of me I don't know but some how I managed to go from 4th to 6th to 7th depending on who and how close to departure I asked. I was also told by the person who swindled me that I wouldn't even BE on the standby list if I did online check in and got my bording pass, so I was very much distressed by the turn of events.

Anyway... that supervisor REALLY upset me, I asked to speak to his boss, and he said that there was only him at the air port (I doubt that - he was young high ranking people are typically older). Instead I made my way to customer service, and explained the situation, and while aloofly sympathetic, they basically told me there was nothing they would do. I asked to speak to that supervisors boss, and FINALLY after much going back and fourth, we arrived at an agreement that made me feel like I wasn't -completely- cheated, but it was like pulling teeth to get there.

In the end I bought a full price ticket, but at the lowest price available in the next month. More than what I paid, but still (theoretically) getting me to school as of tomorrow AM.

I guess I just had a definite feeling of us vs the paying customer. I mean, I help them uncover an employee that is selling their benefits online via a third party (this person seems to have lots of guest passes available), and for over an hour they treat me like a criminal. They want me to help them with information regarding the transaction (which I was more than willing to do if they'd help me out of the bind) but didn't want to help me with my current travel plans in return.

C'mon... They are an AIRLINE. They give stuff away all the time, give me a consolation prize for being victim of an abusive employee here. Bad enough that my hotel reservation is shot for tonight. They get what they want - finding the rotten apples in their company, I get what I want - travel to see my University. I fail to see why this is such a hard concept to grasp especially when I already paid $74 each way TO THE AIRLINE (a discounted rate) for the guest tickets. I also paid 70 each to the middle man.

Siiiigh... anyway. I'd be happier if they were more fourth coming with their solution... I just got the impression that they realized I was ready to camp out on their customer service desk for them to budge.

I kinda got the impression that they didn't care so much about company reputation, and didn't really care at all about customers. You'd think that they'd want to please someone that'd bound to be traveling back and fourth several thousand miles every few months, but I guess not.

Anyway, I'm sleepy so I'm guessing there are a lot of errors in this message, but I needed to vent it somewhere.

For clarification on the relationship between the employee of Alaskan airlines, myself, and the person I bought the tickets from, it appears that an Alaskan Airlines employee was using a middle man to sell guest passes that she acquired from work, and that middle man answered questions as if he himself were an Alaskan employee. It's not completely fraudulent, as the guest passes were real, but they didn't work at all as I was told they would.

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ezmahewitt
Lincoln, US
Dec 21, 2012 12:00 pm EST

Alaska Airlines is AWESOME. I have a very dear friend and her son is in the army. He flew into Seattle from South Korea yesterday and got bumped from the flight from Seattle to Sacramento. His flight was to arrive in Sacramento at 4:00 pm. He was told he could probably get a flight the next day. He is a humble guy and would never want to use his being a soldier for personal advantage. He just served 1 year in South Korea and before that he served in Iraq. His wife and family were so disappointed. I contact customer service at Alaska Airline and was told they couldn't give me any information. I told her I didn't need any information and I told her about the situation, gave her the young soldiers name and told her I thought the least Alaska could do was get this young soldier a flight home to his family after all he has done for our country. She put me on hold only for about 1 minute, she got back on the line and told me to have his wife call him right away because he probably had good news. I sent his wife and mom the text to contact him and he contacted his wife said he was going through security and was booked on a flight to arrive in Sacramento that same evening around 7:00 pm. Alaska got the soldier on a flight with a totally different airline. Alaska Airlines is AWESOME. I believe in miracles, Merry Christmas and thank you so much Alaska Air.

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1:51 pm EST

Alaska Airlines Very rude agent

I was on flight 2434 to Billings on Jan 1. The female gate agent was the rudest, most care less agent I have ever met. I wanted to make a simple change, not uncommon, and it was a tremendous bother to her. She refused to give me her name.

I told her agents like her were not representing Horizon very well and she said, "try another airline then". I will.

Nice to have a Blackberry to post these sorts of things when they happen. Maybe Horizon will figure it out and train their employees, or screen them, better.

Not the first rude Alaska employee that was rude. This one just happened to be the worst of the worst.

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1:51 pm EST

Alaska Airlines Stop being ridiculous people

Too many of the alaskan airline staff seemed crazy, like they wanted me to be a [censored] or a terrorist just for their own drama. I wasn't the only female passenger they made extremely uncomfortable. I observed a woman literally run from airline staffers as they converged on her in the gate lobby for no sound reason at all. I had to move across the room and hide in a crowd to get away from them myself. It was crazy.

Also, important to note, I don't think the woman checking id's at the carry on check point knew her job. Let me make this clear: I am a 38 year old, hard working woman, law abiding us citizen, and veteran. I dress appropriately and carry two government issued id cards that require extensive background checks before issuing, and one valid us driver's license at all times. The woman at the check podium wouldn't accept the first valid id I gave her because she was 'surprised that someone like me had it'. Listen, I don't shock easy but the comments that women made were beyond inappropriate.

Again, the whole experience was backward-arsed and just way too much for no reason whatsoever.

Stop being ridiculous people.

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Alaska Airlines hates families. That's the only reason they'd treat a customer like this: The weekend of October 11 was one of the most important in my life: my partner Colleen and I packed up our eight-month old son and traveled from our home in Edmonton, Alberta to Las Vegas to get married. It was an intimate ceremony with family and close friends, and a...

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