Complain about a product or service

Alaska Airlines

Patricia of East Lansing, MI October 26, 2009

I was scheduled to depart from Reno, Nevada at 6:00 a.m. The agents announced the plane needed maintenance, a new tire. No maintenance crew was at the plane. They announced that we should line up and they would change our reservations as many of us would miss our connections. We lined up and the agents took between 15 and 20 minutes with each passenger, precluding many from being served. I waited in line for one full hour and did not get served. I left my name with the attendant who said I could find out my flight upon arrival when the plane departed two hours late.

Upon arrival in LAX there was no agent to explain the situation. I had no boarding pass or information about my connection. I was rudely told to line up at Customer Service where once again I waited for 40 minutes. The agents laughed and chatted with each customer as if they were old high school chums leaving a long line of disgruntled travelers fuming and unserved. After the second 40 minute wait I was told I was in the wrong place and should precede to American Airlines in another terminal.

At American I waited another 45 minutes in the correct line due to the excellent customer service and kindness of American Airlines baggage agents. I intend to never fly Alaska Airlines again. The American agent explained that they have locked up all the flights to and from Reno to LA and since they have their customer service has plummeted.

Millicent of Longbeach,, CA October 19, 2009

On October 19, 2009, my girl friend and I traveled on Alaska Airlines flight 6775, from Seattle to San Jose. During the flight, I decided to rest because once we landed in San Jose. I had one more flight to catch to Los Angeles. While asleep, I was awoke to the sensation of hot coffee spilling on my right leg. As I opened my eyes all I could hear was the flight attendant asking the gentleman to my left if he was OK. Perplexed by this statement, I felt that my feelings weren't a priority. Next to arrive on the scene was a steward named Marc A. He immediately assessed that something was amiss and asked me to follow him to the back of the plane so that he could further assessment my condition.

Subsequently other flight attendants started to arrive at the back of the plane to check on my condition. This included the flight attendant who was initially on the scene when the coffee was spilled on my leg. Steward Marc A, who took concern for my condition, needed to return to his assigned duties. Immediately upon his departure the other flight attendant disbursed and I returned to my seat still in extreme pain. My next act was to request a business card from the flight attendant who was originally on the scene. However she did not have a card available, subsequently, I received a visit from a flight attendant named Bernice who identified herself as the lead flight attendant. She asked me "just how much coffee spilled on my leg"? Are you sure it was a cup or half a cup? In light of the treatment, I had received up to this point, the tone of her voice irritated me. I was asleep what difference of the measurement of a hot substance spilling on someone matters? Bernice offered to call the paramedic but because I had one other flight to catch, I declined.

I had time to rehash the entire unfortunate incident on my one hour flight home to Los Angeles. I am a regular airlines traveler and this latest incident was both painful physically and psychologically. Again, I want to acknowledge the concern shown by flight attendant Marc However, I remain disappointed with the overall treatment I received from personnel on duty on Alaska Airlines flight 6775. This experienced has completely left me disillusioned. The leadership of Alaska Airlines must be aware of lack of sensitivity and compassion exhibited by their employees to certain passengers. Without any doubt, this matter could have unfolded in a different manner. The scornful temperament and lack concern displayed by the employees highlights the need for diversity training, sensitivity training and customer service training. This calamitous event shall forever be enshrined in my mind, as I consider flying Alaska Airlines. In closing, I would like a letter of apology and assurance the entire In-flight staff will receive a copy of this letter.

Darcy of Auburn, WA October 6, 2009

Taking my Best friend for her 1st trip to Las Vegas, we both work full time and didnt have time for dinner so once in airport grabbed Burger King Burger and Fries...got on to airplane and I was seated next to a very rude Passenger that seemed to have a problem with the smell of my french fries, told me I needed to move or she was going to get sick on me. told flight attendant she may want to move one of us because the passenger couldnt stand the smell of my dinner..nothing was done, this happend a few times and they never did move one of us...I gave my food away to my friend that was a row up and told her I would eat it when I got to Vegas...the attendant came back again and asked if we would be ok, by this time I told her if the other passenger was ok I was, I gave my food away and just wanted to sleep and go to vegas..then the passenger couldnt stop and said to me I hope you dont live in Vegas you Ugly Bi***...Then had to be removed from Plane, I have never been so humiliated for no reason...then got off airplane and ended up being escorted though Airport by 3 Police..with one of the Police threating me when I said I wanted to say my side he said no and If I kept talking I would be in the back of police car so my girlfriend and I perceded to walk and this cop says he is boss now and I have to walk behind him...I have always flown alaska with no problems especially over french fries

Anna of Whitby, ON September 20, 2009

My sister and I booked Alaska Air as our return flight from a wonderful cruise and travel experience in Alaska. We arrived at the check-in counter 1 1/2 hours before our flight. We asked for 2 aisle seats but didn't need to sit together. Apparently there were only 2 unassigned seats left on the plane at that time! I was given seat 29C- last row on the plane. Then we were informed that we had to pay 40 for our checked luggage- news to us! Fortunately we had just enough US to pay the fee. The plane took off 1 1/2 late- they were loading more mail and freight, which made the plane too heavy, so they had to burn off 3000 gallons of fuel!!!!

They are using some new planes that have to have the worst design in the world. The only 2 washrooms were at the back of the plane just in front of the galley and the aisle was very narrow and created a funnel effect. Every time someone emerged from the washroom or a flight attendant needed to get by, those standing in line had to somehow move over- moving over basically was hanging over me as I was sitting in the aisle seat! I spent most of the flight looking at bellies and bums, having my seat back jerked back and forth, as people were using it to hold onto. Couldn't sleep, couldn't read because every time I got out my book, my arm would be jostled and I'd lose my place! This had originally been a flight that left at 8am and since we weren't in the air til 9:30 , it was more than time for breakfast to be served. We had not anticipated a "free" breakfast, but assumed we would be able to buy something on the plane. Well, there was a free hot breakfast and it was served to all of the passengers except those sitting in about the last 6 rows! When I asked the flight attendant she said they had run out of meals!! We were offered a granola bar and an apple!!! No apologies, just an attitude of "suck it up lady"!!! My sister, who paid the same fare as I did, enjoyed a lovely hot breakfast! To make matters worse, there was NO MORE FOOD- not to be purchased, distributed, or anything and this was a 6 hour flight!!

As well as the above issues, flight attendants did not follow the take-off and landing procedures. As we were taking off, a man in front of my seat-mate reclined his seat. I looked around for a flight attendant- none in sight. No announcement had been made (at least we didn't hear one- another issue- there was so much noise where we were that we could not hear anything on the pa system). I looked around for a flight attendant- couldn't find one. As we were landing, another person was making a call on his cell phone! Again, there had been no pre-landing checks done by the flight attendants. I asked my sister if she had seen or heard anything, since she was mid-plane, but she hadn't either. This is the first time I have ever seen such indifference to passenger comfort and safety. It was appalling!!! After we landed in Chicago, we were given tickets for a new flight, since we had missed our connecting flight to Toronto. We had a 3-hour wait, arrived after midnight in Toronto to discover that our luggage (that we had paid for!!) had not arrived! I have endured what I thought were some not great flights, but this goes down in history as the absolute worst. It was Flight 130 from Anchorage to Alaska on Sept. 17 2009.

patricia of Sparks, NV August 24, 2009

Saturday August 22, 2009 I missed my flight on Alaska airlines. I went to the ticket counter and was told my flight was full and closed 10 minutes early. There was nothing I could do. No, accommodation was not offered. I was treated with indifference and distain obviously, rehearsed and common practice. “You can fly out on Monday,” the ticket agent stated without even looking at me. Finally, a manager supposedly tried to get me on another carrier but claimed it was too late. He then book me into LAX the next day with a connecting flight into Reno.

The next morning I was told my flight to LAX was oversold and I would have to go on standby. I refused until they gave me a seat. Five minutes after my flight to Reno was to board the gate changed and the new plane had no crew. After an hour, the crew arrived and then the plane was not in working order, so a part was to be flown in. So the changed planes and it was broke. This was at 4:30 pm; I had been trying to get home since 2:00 pm the day before, 26 hours! The agent at the ticket counter suggested, “I find another carrier.” She offered no help and all the staff was generally discourteous.

The next day I called the customer service relation who was untruthful in too many ways to list. She said this is consistent customer service! Moreover, offered me 100.00 off on another Alaskan ticket. “That’s double of what we would normal offer for a four hour delay”. The week before my flight I had gotten my cast off from a broken foot and was not only made to walk some 2 miles to the other airline but also penalized for originally coming up to the ticket counter 10 minutes before my scheduled flight. I spent over 500.00 on a new ticket, hotel, and food. Alaska airlines has this swindle down to a science buyers beware!

chris of pittsburgh, PA August 18, 2009

On August 18, 2009, my granddaughter and I were leaving Seattle on Alaskan Airlines. We were at the gate, ready to board, then they announced that there was a weather related delay in Chicago, but they would keep us advised. For 1 hour we heard nothing. When I asked at the desk, I was told that they could not get information for passengers if they had to talk with us at the desk. Then they announce that we are leaving in 30 minutes.

I didn't know if I would miss my connecting Alaska Airlines in Chicago, and I was trying to decide if I should proceed on this delayed flight to Chicago or stay over in Seattle with family. There had been 2 people at the desk, but one went over to the gate and started boarding people early, and the other person got on the phone and wouldn't answer the questions of at least 20 people. I could not get any information. I decided to go on the Chicago flight, and ended up stranded in Chicago, my connecting flight to Pittsburgh had already left.

As I deplaned, I was handed a new Alaska Airlines reservation for Pittsburgh--it was to leave on Tuesday (this was Sunday). When I expressed my dismay, the person said that was the first available flight from Chicago to Pittsburgh. Once I calmed down, I found a flight for Monday afternoon. I understand and accept inclement weather, but what I don't accept is indifference, rudeness, and a total lack of helpfulness. Alaska Airlines, never again. Night in Chicago, room and food, 400. New plane tickets, 700.

Deborah of Tooele , UT August 5, 2009

I booked a flight to Seattle from SLC on Feb 18th with no baggage fees. They changed my flight yesterday to Delta which wont honor the no baggage fees. I feel the 60 bucks should come from Alaskan Airlines since they say they can change me and there is nothing I can do about my fees. I booked during no fee times and my reservation with Delta is like a new one so its not grandfathered in. This is very unfair. If they couldnt get me to my destination, they should not have taken my money in the first place. The customer service supervisor said they knew at the time they booked me that they would have to put me on another airline because they dont have any flights that go to Seattle. This is deceiving and just not honest. I can see if they made a mistake but this was intensional. Its just not right. We saved for every for this trip and now we have to come up with 60 more bucks on a tight budget. And they wonder why no one wants to fly anymore. Sucks rocks.

Chit of Dunwoody, Atlanta, GA July 23, 2009

On Jun 23, I purchased air ticket (No.221, departed at SFO 8:00pm Sat, Jul 04, Fare: 149.60) from Alsaka website and the transaction was completed. I was issued a confirmation letter and itinerary on the same day of the transaction. When I went to the airport, the staff told me that the ticket was cancelled since they failed to charged my credit card and made me to pay a higher price ticket which is 214.60. I had no choice but need to pay since they refused to complete my original order.

When I back to home i immediately call the airline to ask for refund by stating that i have confirmation and that transaction should be completed. However, they refused again by saying that they are sorry that the system had issued a confirmation and itinerary to my email box, but there is no transaction. I believe it is the trick of Alaska to take advantage of customers by issuing confirmation even though the transaction could not be completed, so that they can charge customer more at the airport. Is US law allowed such practice? Is Alaska violated the law of USA?

howard of alhambra, CA July 17, 2009

In April 2009, I coordinated a 9-person vacation to Cancun. Where we would be arriving in Cancun on July 30, 2009. Alaska Airlines would be my rountrip carrier from LAX. Three weeks before my flight, Alaska Airlines cancelled the flight, refused to place me on a different carrier that would allow me to keep the original itinerary, but offered a flight out to Cancun on July 31 instead.

Roxana of Kent, WA July 10, 2009

I fly Seattle to Oakland about every 3 weeks. I buy the cheapest flight from all the airlines. Twice it's been Alaska and each time was horrible.

The first time I had a run in with their policy to not change flights unless I wanted to pay 100. They. Charged my card 20 for a check in bag without telling me. And then wouldn't let me get on my flight because I had to fly withy bag and they didn't have time to get it on my plane. That flight was late so they did and I ended up flying without my bag.

This time I was next to the gate 30 minutes prior to takeoff waiting for them to call boarding since they're always late. They beber calles so when in went up there 10 minutes before takeoff which turned to 9 before as I was asking what the H, they told me it was too late and k sjouke have been at the gate not running in late. They were rude and demeaning and unaccomadating when I told them I HAD been at the gate and they hadn't called.

In never flying Alaska again. Their mess ups are one thing but the way they handle themselves with customers is not worth the trouble. I'm going southwest or anything else next time

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