Alaska Airlines

I bought my father a ticket to fly down to see myself and my sister for Christmas. About five days before the flight, he got an infection in his left leg that was highly contagious (MRSA) and was told to keep it clean and covered, and stay away from public areas until it healed. He also had to have daily IV medication treatments for a week. Due to this, he had to cancel his flight on Alaska Airlines. It was either fly sick and risk infecting the crew and passengers or stay at home and follow the doctor's orders.

I recently had to transfer 2,000 points from my wife's Alaska Airlines account to my Alaska Airlines account. I had sufficient miles myself, but they had not been posted yet. I was charged over $53.00 CDN for this simple internal transfer. It broke down like this: Transfer Fee $25.00 USD; $10.00 USD for each 1,000 points transferred plus tax in USD. Keep in mind, that if you transfer 1,000 points there will be a $10.00 fee or if 30,000 points there is a $300.00 fee. it is simply just one transaction.

I have had several replies from Alaska Airlines customer service department about this outrageous charge, and they said "the transfer points program is powered by points.com. There is a fee to maintain the program. While it may seem like a 30 second transaction online, there is much more to it, and allowing multiple people (my wife & I?) to transfer miles between accounts, defeats the intent of the frequent flyer program". It is time for all consumers to let the airlines that they deal with, know what they think about being ripped off, on these transfers. Some people must pay these charges without saying/doing anything. Stand up and be counted, because I can't stand to see anyone submit to this cash grab. A quote from the movie "Network" seems appropriate. " I'm as mad as hell, and I'm not going to take it anymore!"

Having booked flights that I could no longer use, I called up 2 months in advance of the flights to cancel them and obtain a refund. As I live in the UK, they would not refund the tickets (which cost USD 400), required a USD 150 cancellation fee, and for someone else to use them, will charge a USD 100 name change fee.

This is absolutely ridiculous. So from USD 400, after cancellation and name change, it would be worth USD 50. Whats the point? With this amount of notice, they should be able to provide a refund. Their refund policy is downright unfair to the consumer. I will never be booking with them ever again.

I have cancer and was traveling to my doctor. I left my small laptop in the pocket at my seat. In the bag is my boarding pass. It has my name on it. When asked to check on it, they would not help at all. They could at least tell me if it is found. All they will do is say that I fill out the form and if it is found, I will be contacted.

This small machine is one of the few things I have to escape my fate and they won't even tell me if it was turned in! A yes or no is all I asked. We all know it would be logged on a computer if it was found! I cannot believe how cold-hearted this airline is and our family will never use it again. When an item was lost on Hawaiian, they spoke with me and checked to find it for me!

My wife and I booked 2 tickets to Orange Co for August 11, 2011 for a family reunion. GXKWLE

On July 29th, 2011, my wife took to me to the Emergency Room in Mt. Vernon, WA and I had surgery for Intra-abdominal Abscess connected to diverticulitis, performed by Dr. Mark **, **. I remained in the hospital for 8 days, being released on the August 5th, 2011.

On August 12th my brother passed away from cancer in Aptos, CA.

When we cancelled our original flight, we were told that there would be a $200.00 re-booking fee. When we re-booked for the funeral, the agent told us we needed to pay an additional $748.00 plus the re-booking fee, making the ticket to San Jose $1,466.00 for 2 of us. OTXMFV.

Original tickets were $518.00, new tickets were $748.00, and re-booking fee was $200.00. We didn't have the money. The young man who was helping us talked to his supervisor and they waived the $200.00 re-booking fee.

The staff at Sea Tac and San Jose were wonderful! They had a wheelchair waiting for me to the gate, down the ramp to the plane both ways going and coming. It did cost us $20.00 in tips. We gladly paid.

I feel that we were very much overcharged. Something isn't right.

Michael

Alaska Airlines mis-tagged our suitcase in Seattle and sent it to Orlando, FL instead of Maui, HI. All of our clothes, accessories, toiletries, etc, were in the suitcase. Three days later, the suitcase is still did not arrive. After several calls to Alaska Airlines Central Baggage, I was repeatedly told that the suitcase was still not found in Orlando. The person I spoke to immediately became defensive and said, "I can't control what happens to your luggage." She also said there was nothing they could do other than reimburse us for basic necessities. So, we have to go out and waste our vacation shopping for basic necessities on a daily basis. I asked to speak to someone who "cares what happens to our luggage" to which she immediately and defiantly asked if I wanted to speak to a supervisor. Of course, I answered "Yes."

After placing me on hold, she came back and said that the supervisor was on another call and would call back. About 15-20 minutes later, the supervisor talked to me. There was no greeting and just waited for me to speak. He seemed to immediately know that my suitcase was on a flight scheduled to arrive that afternoon. I asked why ** did not know that, and he simply replied, "I don't know, I can't say, but it is showing on the computer screen."

Then, he started with an attitude that sounded like he was offended with me for complaining about my lost luggage, for which I was charged $20, and that Alaska Airlines misrouted to Orlando, and why I am so upset. I am upset because I wasted 3 days without clothes in Maui, a vacation for which I have spent a substantial amount of my savings! I asked for the number of someone at Alaska Airlines Corporate. He said he could only give me a mailing address, which is a PO box. I asked him for a name but he said he does not know any names at Corporate. I asked him why he was getting so short with me and why he was taking it so personally. He said I was attacking him personally, which was a total lie and fabrication in his mind. I asked him for his name, which he gave me and spelled it out sarcastically and he asked if there are any other personal information I would like to know.

I asked him if he actually worked for Alaska or if he was a contractor. He said he worked for Alaska for 37 years. I asked him why, after 37 years, he did not know the name of anyone at Corporate. There was no answer. I asked him why he was taking this so personally, to which he answered, "You are attacking the company, and I am part of the company." Unbelievable!

He simply ended the call by saying, "I am finished speaking with you, this call is over. " He then hung up. I am left here absolutely boiling over. It is obvious that the Central Baggage employees hate dealing with disgruntled customers. Their answer is to be short, blunt, and very matter-of-fact. They must have no fear of losing their jobs or losing customers to other airlines. Well, I can guarantee you that they have lost several customers because of my experience with them. It's not only that they lost my luggage, it's the way I have been treated after losing my luggage. I will direct all employees in my company to use airlines other than Alaska for both passenger and cargo services. That will have a very slight financial impact on Alaska, but that's all I can control. But you know how word travels. It's no wonder why Alaska has fallen substantially in customer satisfaction ratings.

I was asked to voluntarily change seats on a five-hour flight. I agreed (to be nice and help out), and I found myself in a seat that does not recline. The attendants were unsympathetic, and I sat for five hours with my bad back in a rigid and upright positionI was very uncomfortable. If they ask you to do a favor, they should explain the consequences. It would be the last time I will do anything to accommodate a flight attendant.

For the second time in 7 months, Alaska Airlines has cancelled a flight at the last minute due to mechanical problems. The never attempt to bring in another plane or flight crew as many other carriers do. Today, 12-20-10, over 200 passengers bound for Cabo were unceremoniously dumped in SF due to mechanical problems. Alaska made no attempt to mitigate the hardship that this caused many families during the holiday seasons. Their attitude was one of 'tough'.

So, many families lost a lot of money because of last minute hotel cancellations in Cabo. During this time of year, finding alternative transportation is extremely difficult. There should be a Passengers Bill of Rights which requires carriers to make some good faith efforts to find alternative planes and/or flight crews. Alaska Airlines get the Bad Faith award for the year! Much emotional and financial hardship for families and individuals.

I am a very nervous flyer. On the way to Las Vegas, we had to fly through Denver and over the Rockies, we encountered some turbulence and I was scared to death so on the way home, I took my flying meds and had two six-dollar bottles of Vodka that I bought from Alaska Airlines and got on the connecting flight to Seattle and when I sat down in my chair, I pulled out that six-dollar bottle and had a sip. The next thing I know, my husband and I were asked to get off the plane because I brought my own bottle of their Vodka that they sold me and had to wait four hours to get on the next plane to Anchorage. By then, my flying meds had warned off, I was scared out of my head, and on top of it all, the people in Seattle that worked at Alaska Airlines were very rude. I will never fly with this airline again and I will tell others of my encounter with them. It is not worth the money to fly with a friendly airlines.

For the thanksgiving holiday, I planned a trip with friends and family to spend 5 days in Cabo San Lucas at the Fiesta American Grande hotel, yes, the name says it all. Embarrassing to say, but great when you arrive.

Upon checking in to my flight the night before leaving, I pulled out my passport to enter into the online checking system and I couldn't believe my eyes when I saw that my passport had expired. I am always aware of where it is, so I never once thought it would be expired. I had just traveled to Japan and Malaysia and another reason why it didn't cross my mind. I immediately tried to find a passport replacement as soon as possible, but obviously it wasn't going to happen. I have traveled to Mexico before on a birth certificate and a photo ID which was more than satisfactory, so I thought yes they have changed the rule, but maybe there will be some kind of understanding.

At the front desk of the airline, they told me it was not possible and if I wanted I could talk to customs and see what they say. Customs said, "We don't care you can leave and go anywhere you want. You can be a criminal and fly out of the country!" But TSA might care ask them? I talked with a TSA supervisor who said it is not an issue as long as you have a valid picture ID like a drivers license, then there is no problem with security.

So, I checked through on line, got through security and went to the gate with my friends and family to hopefully enjoy a nice vacation travel, spend money, perpetuate this economy, change the tone of our country none of this was allowed. Upon getting to the gate area, they re-check all of the passports.

The first lady checked my passport and said you can't fly with this, I said I am really sorry, I just noticed it last second I am going to get it updated at the embassy in Mexico and it will be updated upon my return. She said, "No!" I said, "Can I talk to a supervisor?" The supervisor came over and said absolutely not. I said, "Please, we are just trying to go on vacation." Absolutely not! Mexico won't allow you in either. Is Mexico really going to turn away tourists right now, I said. I hope your family is having a nice holiday. He said, "Don't be an **! and proceeded to call the cops. His name was Luis working LAX terminal on Thanksgiving Day and supposedly the highest ranking customer service attendant on duty that day. Not sure what happened to customer rights but that's gone.

No sorry, this happened to you, no sympathy, no nothing?! Called the cops! My family made me leave before the cops arrived for whatever reason, I would have preferred to stay. My friend traveling with us is pregnant and starting getting sick from the stress, so everyone decided not to go. But is this how we want to live? Is this making us safer, breeding anger in our own citizens? Aren't the terrorists winning if there is no discretion in our everyday life? If I can't go on a vacation? I realize it was my mistake to not have checked the expiration date but do I need to be called an **, treated like a non-citizen, have my vacation ruined, lose $4000 in hotel fees. Do we really want to live like this? Do we really want to continue down this path? Do we want to live by the terrorists rules?

I understand my mistake and am sad about not going on vacation, which I was really looking forward to but I am most sad about the state of our nation. Walls are being built.

I arrived for my flight nine minutes before the departure time and was not allowed to board the flight. I haven't heard or seen an airline who doesn't mean "departure time" when the departure time is on the boarding pass--my online ticket purchase. There is a warning posted deep in their website that they can cancel your reservation if you are not ready to board 30 minutes before departure. There is no warning that boarding ends 10 minutes before the departure time. Searching the fine print for a bunch of other airlines, I could find no other that told passengers they couldn't board a plane in the last ten minutes before the actual departure time.

I opened an Alaska Airlines credit card in my name and asked for the miles to be credited in my wife's mileage account. The credit card person said no problem. This was the first week in June. It is now September 6, and I have contacted Bank of America once, and Alaska Air Mileage twice, and nothing has been done except to take $75 from me, and the miles are supposed to be setting in a third account somewhere, that I have no access to. Four separate times from four different people, they have never done what they said they would do. I am out $75. I do not have 25,000 air miles plus air miles for credit card use, and I do not have my companion certificate.

We arrived to the ticket counter 35 minutes before our flight and we were rudely informed that we missed the cutoff by 8 minutes. The supervisor was degrading, rude and totally lack customer service skills. This airline does not care about anything other than your money. The gate called the front counter regarding any passengers left and she gave them our name and rudely said "they are not making the flight".

We could actually hear them asking her if they should wait for us and she said "no". She proceeded to tell us how much the cost was to change our flight over and over again. Well then, I filed a complaint with the corporate office and they were just as rude. Their response was "you should have gotten there earlier" and totally missed my original complaint about the customer service. They did not care about how I felt. I will never fly this airline in my life. It's amazing that during these hard times, this airline has such lack of customer service skills.

Boo Alaska airlines. Last night July 9th on flight AS140, they did not enforce their second seat policy. This woman could not put down the arm rest and was allowed to fly using half my husbands seat. She struggled to latch the seat belt even with an extension. The flight was totally full so there were no other options. Jeano flew the 5 1/2 hours (midnight to 5:45am hanging out in the galley and squeezing himself in sideways with his back partially against the window just for the takeoff and landing). He also stood up as she fell into the seat so that her enormous girth didn't land on top of him. He saw this person with arms double his thighs and thought, "If she plops down on me, I am in big trouble." Jeano said he has never seen a person so extremely large on land or in the air. Do not book Alaska Airlines unless you want to pay for a seat and not have it!

Also Alaska airlines' response "So sorry, the gate boarding personnel were at fault for not enforcing our second seat policy." After many phone calls, Alaska airlines went from a $50 voucher to a $200 voucher off Jeans next ticket. Not explained, was this voucher only good on a full fare ticket? How embarrassing for everyone and yes she was the last person to board. I have no sympathy. This woman knew she needed a portion of someone else's seat.

From now on Jeano will pack shoe horn in his carry on, not be a gentleman. He will not allow someone to fall into a seat who requires part of his seat. Standing for the flight plus staying awake all night was a difficult hardship on him physically especially since Jeano is a senior and is no longer a young person. The man in the aisle seat was also a fuller sized man, not a thin little person. He had his arms on the arm rests but said he was filing a complaint since this woman occupied part of his space. Jeano, by the way, is 5'11" and weighs 210. Also not a tiny person but he does not even approach oversized and is a gentleman almost always.

Did this enormous oversize woman sleep like a baby and think she was entitled to his seat plus hers? Possibly. What is the answer? Alaska airlines has a second seat policy since the flight was full. She should have been bumped off and not allowed to board or she should have previously booked her required two seats or booked 1st class with larger seats. If over weight is a handicap, I have flown with blind people and their dogs who booked and paid for two seats to ensure the additional floor space to accommodate their large dogs on the flight.

Moreen A. was horrible to this almost fragile lady. It was like watching a bully beat up on an old lady. When i pressured the lady whom was helping me for her name, She said an i quote "she talks to everybody like that and always gets away with it, people are scared of her because of an old rumor that she got another lady fired for making a simple gesture to her while touching Moreen on the arm". The lady explained that no one their likes dealing with her, but are intimidated by her because of how she talks to you. i wanted to talk to her to let her no thats not how you should handle that situation, but i was actually afraid of her. Its sad that when you travel you have to witness such abuse. Moreen should have to take classes on communication if she intends on being a SUPERVISOR.

June 19, 2010 check in time 12pm to 1pm

DFW INTERNATIONAL AIRPORT

My dad who is 61 years old going home to Alaska, Who has been flying with Alaska Air for over 30 something years. Every year he's an MVP member.

On this day he not only was an MVP member but was also flying 1st Class. Checking in 2 bags at DFW international. 1 bag was at 50Ibs, and the second bag was at 57.1. The supervisor and the MVP member ticket agent made a big hassle about that bag being over by 7.1Ibs. They demanded that he pay $50 for it being over that amount. The first bag has already been pulled over the counter, while we decided if we had to pay $50 we might as well send another bag.

**** if you're gonna be charged $50 for 8Ibs over you might as well send a full 50Ibs bag and get charged $50.

After he left the ticket counter the supervisor and the MVP ticket agent start cracking jokes about the situation, not realizing myself and my brother are military trained intel personal, knowing how to read lips and what not. We went to confront them but as soon as they saw us coming towards them they both headed for the back room. We told the regular ticket agents about the situation and that they should let the supervisor and the other ticket agent know what they did was unprofessional and they should atleast waited till we were out of sight before doing such things. They tried to defend them by saying that agent was in training. Which could be understandable, but still not acceptable. Even if the agent was in training does not mean they can treat a customer in that manor, which leave puts all the blame on the supervisor for also conducting business in that manor.

My dad makes frequent trips down to seattle from fairbanks daily, and to dallas from fairbanks quarterly, and this is the first time he had been hassled about 8Ibs being over the limit, which is kind of retarded for hassling an MVP or 1st class customer, I don't care if its an agent in training but the fact of the matter is the supervisor is the one hassling the customers. Not the mention a customer in front of us being (white) had bigger and heavier bags and was a regular passenger didn't have to pay for overage.

Wheres the compassion?

I recently purchased a roundtrip flight to Anchorage from Denver with Alaska Air. On April 25, 2010, $476.11 was charged to my credit card. I flew AS147 on Tuesday, May 18, 2010 at 10:25 p.m. The customer service I received at check in was above average as there were more than enough staff on hand to move the process along and my flight to Anchorage was pleasantly unremarkable.

On the completion of my business in Alaska, I learned I needed to return to Denver earlier than I expected for job interviews. It was not my desire to leave early, but I needed a permanent job. So, I contacted Alaska Airs customer service by phone. After waiting for approximately 10 minutes, I spoke with a customer service representative in Phoenix? Her only solution was to pay $100 to change my ticket plus the difference of the current ticket price and the amount I paid previously because I purchased in advance. Continuing to believe my voice would be heard and compassion would prevail, I asked to speak to the csrs supervisor and I got Mike, reservation supervisor. In an irritated tone, he repeatedly reminded me of his inability to change ticket prices. Finally, after quoting the same price over and over, he suggested I go to the airport and try to get on as a standby passenger.

Upon arrival to the Anchorage airport, I headed straight to the Alaska Air customer service desk where I met Denise. I explained my predicament and conversation with Mike at reservations. She immediately accessed my travel details, but was confused because Mike and his staff at reservations placed notes on my account. Denise left the front desk and entered the backroom for support. She clearly wanted to help me, but was afraid of any repercussions, and of ultimately losing her job. She lamented the fact that she could not issue a standby ticket for the next flight, or reissue a ticket for less than the $100 to change my ticket plus the difference of the current ticket price and the amount I paid previously because I purchased in advance.

Incensed, I left the Alaska Air customer service desk to buy a one way ticket to Denver with another airline. After exhausting my options, I had no choice but to return to Denise with my tail between my legs and start the process again. More waiting on hold, more exorbitant quotes of prices and fees, more disagreeable, unhelpful staff

I spoke to no fewer than 6 representatives of Alaska Air and most seemed to want to help me, but none could. Contracts and the almighty dollar prevailed. Compassion and decency were crushed so share holders and bigwigs could profit. Poor Denise spent at least two hours trying to help me, only to sell me a $468.98 ticket (thats $100 to change my ticket plus the difference of the current ticket price and the amount I paid previously because I purchased in advance) on June 4, 2010. This brought my roundtrip ticket price to $1075.09 including a reduced change ticket price of $50 (from $100, thanks Mike!) and $80 for baggage.

Against such a powerful company, recognized for superior service by J.D. Power and Associates, what can I do? All I can do is make myself heard. I dont want other citizens to experience such indifference and inflexibility. Unless you can make this right, my next steps are letters to editors, signs on vehicles, and telling anyone that will listen (I travel nationally and internationally several times each year). All I can do is warn other potential customers and possibly stop a few from traveling with Alaska Air and Horizon Air.

Before leaving Anchorage, I sat for a burger at Chilis Too in the terminal. A mistake was made on my order and I was given the wrong food. Olga was embarrassed and apologetic and removed the burger from my ticket even though I devoured the delicious burger and told her not to worry about it. I will return to Chilis restaurants and any other businesses valuing my patronage, providing great customer service and acting in a compassionate manner.

I was to board a flight from Cancun, Mexico to Seattle, WA. I was with two friends. We all had 1 drink at the bar, and all stood in line to board the plane. I was refused to board because they said I was drunk. I was not acting outrageous or even talking with anyone. I was held in the airport for hours. I scheduled my flight for the following day and when I went to board at the ticketing counter, I was told they would not board me. I was going to have to buy a tick for a different airline. So I brought my original ticket, the 75 dollar fee to change it the next day and another $550 ticket to fly on Delta to get home.

I felt unsafe on the Alaska Airlines flight 581, Sunday May the 11th. I was in seat 15B. The guy next to me in seat 15A continued to use his cellular device after being asked twice to turn it off by the attendant. He only turned it off as the plane halted at the end of the runway to prepare for takeoff. As soon as the plane left the ground, the gentleman pulls his laptop out, turns it and his cell phone back on and is already working away long before we pass 10,000 feet. This flight was out of Orange County, CA. If you have ever flown out of Orange County you know about the special procedure, and it takes a while before you reach 10,000 feet. As we got ready to land, on approach, at about 3000 feet, the gentleman in 14A's cell phone starts ringing, he answers it and begins a conversation! A passenger in front of him turned to him and demanded he shut off his phone.

Now the problem with all this is, Alaska allowed it happen. When people flaunt the rules of safety, and make other passengers feel unsafe, the airline should be held accountable for not doing their job. These 2 people should have been detained after the flight and at least issued a stern warning for their blatant disregard of the rules and other people's safety.

There are other things about Alaska that I am not happy with, such as the 2 flights I had that weekend were both delayed, but I can live with that. I did not feel safe taking off or landing on that Alaska flight, the interference from those people's devices could have caused major problems. (or at least that is what we have been lead to believe for years now) and that is a serious concern, for me anyway.

We used our Alaska Airlines frequent flier miles on a recent trip to Ecuador. For our outgoing three legs of the trip, we were placed on American Airlines planes. We were treated very nicely, fed delicious meals, and watched a free movie. On our return trip, we again flew on American Airlines for the first leg, again getting fed, free movie and wonderful treatment.

We spent the night in Miami then took an Alaska Airlines plane to Seattle--well over a 5-hour flight. We noticed the difference immediately. Approximately an hour into the flight, we were given a minute bag of pretzels / soy nuts and a soft drink. An announcement was then made that the passengers could rent a 'Digi-player' for $12 so they could watch a movie. Then, another announcement that we would be able to purchase a meal. We had our choice of small boxes of miniature bags filled with starch, sugar and salt. The 'wrap,' which made me sick on a prior flight was not available.

I mentioned to the FA that American Airlines had supplied us with a meal and movie free--bad move on my part. She snapped, "Alaska Airlines could not offer their fantastic fares if they fed everyone, and American Airlines was in serious financial trouble because of it." Later on, the same catty FA came by and asked if I wanted a cookie, then crushed it with her hand as she handed it to me. I agree that Alaska Airlines' service is slipping and I find it rather sad considering that we have been loyal Alaska customers for decades--we wouldn't be able to accumulate frequent flier miles otherwise.

My husband is a food manager. He estimated that a small meal would cost about $1.00 so Alaska was saving money not serving them. We estimated that 2/3 of the 180 passengers in tourist class spent $5.00 on a 'meal' or snack pack, and that of the passengers rented a 'Digi-player.' When you add it all up, Alaska Airlines made an additional $1,200 on the flight. Using Kayak, I found that Delta offers the cheapest one-way fare from Seattle to Miami at $118. The average price for the same flight using Alaska--approximately $300. And yes, the companion fare increased to $99. We are now going to research other mileage plans. Your loss, Alaska

Our dissatisfaction with Alaska Airlines started at the check in counter; we arrived at the airport at 4:30 am and stood in line to check our bags for 1:45. While checking our bags, the gentleman that was taking our bags was making derogatory remarks about a Chinese woman who was unsure of the check in process. This included calling the other ticketing agent "half-Chinese", and stating that all Chinese were "incompetent". We kept quiet and made it through the ticketing process and then security to arrive at our gate as they announced that there were mechanical issues with the plane, and that they would provide information by 9 am (our flight was scheduled to leave at 7 am). At approximately 6:45, they stated that they would begin accepting people's inquiries to obtain information regarding connecting flights (we were going to miss our connecting flight from Seattle to Spokane due to the delay).

My wife and I stood in line for 4 hours as one customer service agent attempted to rebook flights at a very slow rate; after which he could only offer us a flight going in to Spokane at 9 pm. We are stuck at the airport for almost 18 hours and the airline simply does not care. They acknowledged that there are other flights with other carriers that are going to Spokane, but they were not willing to make the changes (we had bags checked in with Alaska). The customer service at Alaska airlines is the worst I have ever seen; they should be ashamed of themselves and how they conduct business!

On the 7th of January, the 10 total people in my party began checking in at the airport in Yakima, WA. The ticket agent at the counter asked if we wanted our check bags to be forwarded to our final destination of Puerta Vallarta. We said yes, that would be much easier. Three of the women we were traveling with were over the age of 82, plus we had 2 children. She began typing on her computer then told us that she could not do that. She said the computer wouldn't allow her to send our luggage through and that we would have to pick it up when we got to Seattle and then re-check it in Seattle to go to Puerta Vallarta.

The same thing happened to us on the way home from Puerta Vallarta except we were with 18 people total. The ticket agent there said she could not send our bags all the way to our final destination. So, when we got to Seattle on the way home from PV on the 15th of January, we had to get wheelchairs for the older ladies and drag them through immigration, customs, baggage claim, and then re-ticket and recheck our bags. Then we had to clear security one more time and it was very difficult to do with so many elderly and children.

I found out by two different trainers and another ticket agent after the fact that we should have been able to check our bags all the way to our final destinations. My family was very angry and stressed out about the service of the ticket agents. I would appreciate some training of the ticket agents to help with getting bags to final destinations instead of making people run all over the airport and having to repeat the same steps over and over.

I was skeptical about using an airline I've never used; however, in an emergency (bereavement) the circumstances did not give me many options. I went ahead and booked the flights for my parents. However, when I got to the counter the flight attendant told me that my original credit card (AX) did not go through even though I received confirmation via email! She told me I had to use another cc or my parents would miss their flight. I ended up using my ATM MasterCard. When I checked my balances I was charged twice.

When I called AX, they said that in fact I was charged and were unsure why Alaska Airlines did not see the payment. When I called Alaska Airlines, they told me that they would refund my AX but not my MasterCard even though they made a mistake. I was perplexed on why they would not honor the AX, which was the original purchase. Not only was the representative, Trish, rude, but she also told me it was my fault for changing my card and there was nothing she could do. After an hour of waiting, this is not the response I wanted to hear. A simple apology or empathy would have been sufficient. Very unsatisfied with their customer service, and for sure I will never use them again. This is not the response to a first customer.

Our suitcase arrived from Palm Springs California US, to Victoria BC Canada, wrecked, zipper broken, garments lost, clothing and items that went into the bag after broken zipper strewn all over the baggage claim was broken, and everything, including undergarments all over the baggage claim. I had to pick them out of other people's luggage. I lost items from the suitcase amounting to around $200.00.

I feel it is warranted to investigate Alaska Airlines for price gauging their Alaska markets. Fares on flights in and out of Alaska continue to go up disproportionately to fares in the lower 48. One might say that because they basically have a captive market in Alaska with very little competition, these higher fares might be based on supply and demand. However, since Alaska Airlines has also made decisions to cut back on flights in and out of the Anchorage market, it seems like the airline is creating a higher demand, and thus creating reason for higher fares. High peak travel periods in and out of the state of Alaska include Thanksgiving, Christmas, Spring break, major holidays and the end of October and March due to school conference breaks.

This November, I found it impossible to get a fare to anywhere in the lower 48 for under $1,000. Flights are continuously oversold and passengers are offered very little consolation for the inconvenience of being bumped. Recent policy changes award $250 credit for a bump ticket and yet an Alaskan resident cannot fly out of the state for anything close to that. The latest policy changes include changes to the award plan with regards to using mileage towards a half price ticket.

The new policy reads "Beginning February 1, 2010: Money & Miles Award Starting at 10,000 Miles One Way and 20,000 Miles Round Trip." It is valid on itineraries with flights operated only by Alaska Airlines and Horizon Air. Customers will receive up to a 50% discount on most fares. Maximum discount is $200 off of the base fare for 20,000 Miles and $100 off of the base fare for 10,000 Miles. You earn 100% of the miles flown when traveling on this award. Complimentary upgrades were not allowed.

These awards state that they are to be used to receive discounts up to 50% off on most fares, and yet, the maximum discount has been again lowered. There is nowhere we can go where a $200 discount is equal to anything close to a 50% discount. All the while, Alaska Airlines continues to increase rates and cut flights to Alaska markets, they also continue to expand their service and offer more flights to lower 48 cities and deeply discount those lower 48 fares.

In conclusion, I think it is more than fair to scrutinize these business practices as it has become apparent to Alaskans that we are being price gauged so that Alaska Airlines can broaden their wings of discount services outside of Alaska. A more fair business practice would be to add flights where the market demand is highest. We already pay some of the highest travel expenses in the nation, they could at least show some appreciation for our business by not raping us.

Once I noticed my flight was cancelled, I was directed to go to the check-in area and correct my ticket. My flight to Santa Barbara was a little over an hour, my options were to refund my ticket, or rebook a ticket through Seattle that would get me to Santa Barbara this evening nearly 8 hours later and obviously on a route that was way out of the way.

The employees at the check-in booth did not apologize, and did not care about my situation. They simply repeated over and over to me that I could rebook or get a refund. I needed to take the super shuttle back home which cost me 50 dollars. I should not have to pay for that. I should have been given a phone call, and an announcement over the intercom about the flights cancellation. This is absolutely unacceptable. It is not my responsibilty to get myself home when my flight is cancelled.

I had no idea I needed to plan for a ride home in the event my flight was cancelled. When I requested that from both the employee and the supervisor, their response was, "it's not my fault the flight was cancelled, we are not responsible for your way to and from the airport".

This was absolutely unacceptable, I never got one apology from the two associates at the counter or the supervisor in charge. American airlines, refunds your ticket, pays for a taxi or service to get you home when there is no other outbound flight until nearly 12 hours later and in addition issues you a credit voucher. I guess this is why I have always flown with them and will continue to do so if this situation is not resolved. I will escalate this issue as far as I need to including the better business bureau.

I don't know if any one else gets called retarded every now and then, but I'm pretty sure I've been called that more than once. The most recent, and of course, now the most prominent was the last time I had to endure SeaTac. Landing in Seattle upon arrival should have been my first clue that I should have brought Graphite (my seeing-eye dog). I was supposed to wait on the plane for the flight attendant to come get me, but I didn't and just headed to the back. The attendant that was supposed to come help me rushed from the front and found out that all she had to do was point to the exit for me. She was actually very nice and not condescending.

I made it down the stairs of the plane, probably to their amazement ("their" meaning the flight attendants and the helper waiting for me at the bottom.) And there also at the bottom was a wheelchair. For a split second I thought maybe we were waiting for someone else. But my heart sank a little when I remembered I was the last one on the frickin' plane. Just a reminder, I walked down the stairs on my own two (very functional) legs. Yet, the helper still asked if I needed the wheelchair (sigh) I just said "no, I can just walk with you" She was nice but seemed a little irritated, maybe she thought I was too lazy to find my own damn way out of the airport or maybe she did think I was retarded.

After my fun filled-trip in Seattle I had the most frustrating time I've ever had in an airport. SF walked me to the gate (well we thought it would be my gate). I talked to the foreign chick (I'm not a racist but she kind of made me think twice about ummm, foreigners) and I told her I would need assistance getting to the plane, in hindsight I should have said that I needed a sighted guide. She said ok and someone would come get me when the plane was getting ready to board. I thought 'ok, I'll sit here and try to look insignificant for a while'.

I overheard that the gates in my section were getting changed one after the other I just knew mime was coming up too. Sure enough mine was switched. Only eight gates down and I probably would have found it just fine but I went up to the desk anyway. There was another guy asking about the switch and right there I should have kept my mouth shut and just subtly followed him to the gate. But a bit of panic took over and I told her I needed assistance. So she looks over at a couple of workers and said and I quote "This girl is retarded or something can you bring her to her gate?" It took me a moment to figure out what she said, due to the thick accent.

When it finally processed what she said I almost slammed my hand on the desk and screamed at her. Instead, being the whimp that I am, I said "I'm not retarded just vision-impaired, that's all." And btw there was an older couple standing right there looking at me knowing what was going on and which gate I was going to but they said nothing. So this girl came over, told me to follow her and I, again, reiterated that I was just vision-impaired. She didn't reply. She had me get on a shuttle, another worker (a guy) also got on. He heard the whole thing too and acted all cheerful and s**t and annoyingly asking me how my day was and where I was going. Me, close to tears, responded with one word answers. They stopped at my gate said something and I got off without a word. Big surprise-the same guy I could have followed was standing there, he didn't say anything to me...******* idiot.

As I stood there that older couple that witnessed the humiliation came wandering over. Again not saying a word. This girl that had not witnessed the BS came up and asked to use my phone...yay! I felt normal again.

That lasted about a minute until the gal at the podium called me. She told me that someone would help me, again I had to explain I didn't need a wheelchair or an elevator just a sighted guide. At that point I wished I would have told her I didn't need any help and went back to talk to the girl that used my phone. Then the stupid ass pilots needed to rest or something so I had to just stand there like a moron for ten minutes. They announced that any passengers that had kids or needed assistance can board. I went up there and she said someone was coming for me. The dumb b***h proceeds to allow all passengers on. I had to back out of the way of the crowd. The person who came to help was looking for me. I was behind the crowd and I had to make my way through and announce that I was the one they were looking for.

At this point I was about ready to kill myself. I followed the gal down the two flights of stairs and noticed that I could probably have done this all on my own. I am used to those jet ways they have that you have to walk a long distance with multiple doors to choose from. The plane was pretty much right out the door. So I asked the girl helping me how many rows there were and said I needed the back doorway. I went up the stairs by myself, much to her mild surprise, I'm sure. Found my seat next to some guy and I tried for a while not to cry. My spirits were lifted when they said there was beer.

I try not to think "oh why, oh why me" but it's hard when this happens. I have had flight attendants that were crabby outright and others that were indifferent and even the airport workers were usually pretty nice. Though one time a guy drove me in one of those shuttles up to this big area that had a bunch of gates and pointed in the general direction of my gate. I nearly missed the flight cuz I wasn't sure which door to go to. And all I do before I have to fly anywhere is stress about finding where I need to go. I know no one else even thinks about it twice when they fly. It's not a big deal...you just follow the signs, and if you can't see the signs? Well your screwed. That's when I get the "why me" syndrome and wonder why I even bother with the traveling by myself anyway. It gets tiresome dealing with the idiots that have never dealt with a blind person before. I wonder what happens when they have to deal with a real retarded person.

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.

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.

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.

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.

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

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.

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 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!

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.

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.

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?

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.

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

I was a customer returning on flight 485 from Seattle to Los Angeles on July 10 from a visit with family. I originally purchased the roundtrip ticket in early May when there was a air fare reduction. I had no problmes going but coming back I was told I had to pay 15$ for my one checked bag. The policy had changed in the brief time I was visiting. I was not notified on the bag fee although I did get my check in email.

I was very upset about this because I did not have a credit card on me and the cash I had was needed once I landed and needed to get to my car. The check in clerk looked and told me I 'missed the cut off day' for them to wave the check in fee. My complaint is that if I knew of this policy WHEN I PURCHASED THE TICKET then I could have correctly evaluated the ticket price. Knowing you have to spend another 30 dollars affects which airline I will go with. And my other grievance is that if you have a policy that is in effect on one half of the ticket then it should stay that way for the return of the trip. I often take that route and return with no money. I asked the clerk what would happen if I had no money and he shrugged and said I couldn't take my bag. I thought this was ridiculous and after reading the pages in this site about Alaskan AIrlines I see that it is par for the course.

I have had both good and bad experiences flying on Alaskan--generally good staff and helpful but company policy is a bit stingy with big charges for everything. Now that I know this I will go out of my way not to fly with Alaskan Airlines.

Alaska Airline refused to give me my $345 credit that I gained by not using my ticket. They deduct all kind of feed from it that at the end nothing really left.

My boyfriend and I are going on our first cruise this September, and are on a pretty tight budget, we booked the tickets after getting some literature from the travel agency. We were excited as we had heard good things about them. Yesterday I got my confirmation from the cruise line and was disappointed to find that we had booked the flight one week off!! I immediately looked up prices and was happy to see only a 40$ difference, so I then called, I talked to a nice lady who told me about the 100$ per person change fee and after asking if there was anything she could do, she transferred me to Steve from Phoenix her supervisor. He was very cold and unfriendly; he continued to quote policy and refused after me practically begging for a break to do anything. So we are writing a letter in hopes of finding someone with a heart. If we dont get resolution we plan on abandoning our flight and booking with Virgin as we have had great experiences with them and the total for the flight through them is 270$ and to change my ticket with Alaska would cost 230$!! I refuse to give them anymore money until they respond with a more customer service style attitude! Apparently Steve does not subscribe to this thought pattern....if anyone else has had luck in this situation let me know!

On May 30, 2009, I was trying to fly home from San Jose,CA to Seattle WA. I was scheduled to fly on Flight 329 however, I was delayed 3 hours. The "Lead ticket agent" Sonya was verbally abusive, and completely lack all skills in providing assistance or caring about the well being of another person. The ticket agents gave misinformation and lied. The problem originated that I was told that I was 5 min past the check-in time to check my luggage on my flight and therefore my luggage had to go on a later flight (separate from me). I was then told to sign a waiver that I voluntarily allowed my luggage to be separated from me. With the ticket agents present, I explained that due to their mandate, I had to comply with their requirements of being separated from my luggage but I was "voluntarily separating from my luggage". I was doing it because I was told to do so. I then signed their required waiver and documented my concerns on the waiver.

I then went to my gate for my flight. Suddenly without warning at the gate, I was denied boarding on my flight. I was told the Supervisor Lead-Sonya was on her way to reschedule me for a later flight. I explain to the ticket agent that this didn't make sense. I also explained that I needed to get home because of health issues that I have to manage very carefully or I could be put into a life threatening condition. I told her that I have a serious chronic disease called Crohn's disease and that the stress they were putting me through was causing my intestines to swell. If the swelling gets out of control, the situation can become fatal.

At this point with the conversation with the Ticket Agent, Sonya steps in and starts berating me about my luggage. She was belligerent and punitive. Her conduct was absolutely aggressive and wretched. She has no business dealing with the public on any level. I was in sobs and kept telling her that she didn't need to grind me into the ground. I begged to get on my flight because I need to get to my destination because of my health issues and because of this abusive woman, my health was seriously compromised last night and I was forced to remain at San Jose Airport 3 hours against my will because there were no other flights available other than the one that Sonya had forced me to take.

When I called the 800 number for customer service and explained what I was going through because this unprofessional/uncalled for situation, they provided me an upgrade for the next flight as some compensation for what I was going through. Later when I got my boarding pass, I was told that the ticket agents at San Jose Int'l airport had arbitrarily retracted the upgrade. This woman, Sonya should be fired. I will NEVER, NEVER fly Alaska Airlines again and will make sure other know how rude and abusive that they are!

Needless to say when I arrived at the ticket counter at O'Hare, everything went terribly array. My original reservation was deemed in error, he could not retrieve the exact price of the ticket, and he worked diligently to try and get everything cleared up. After 30 minutes, he had to take the phone and go into the office to get my ticket situation straight. When he returned he advised me he had to cancel my original reservation. As seats were becoming limited, I was concerned that canceling the reservation would result in an even higher airfare than what I had and as the school was paying for the ticket, I did not want it to increase in anyway.

He was able to rebook the flights and keep the same fare but then he ran into a snag with the check. After examining it front and back and looking for evidence that it was legitimate, he advised me that he would have to call his manager to approve the check. He explained that he was following company protocol in checking the validity of the check and since the check was for $899.30 it was over the normal amount he could take. When he could not, on his own, verify that the check was not fake he advised me he would need to call his manager to approve the check. When Erika arrived she was less than helpful, extremely arrogant, and totally rude.

After advising me that it is company policy that large checks (over $700) cannot be accepted I began to question her. "So, if I were a business passenger traveling on my company check I would have an equally hard time paying for a reservation with a check?" I asked. "The phone number is not on the check she replied." Realizing that no matter what I said, they were not going to take the check so I asked for a corporate number to call. She refused, then I asked if they had rebooked my original seats. She took offense to my asking the ticket agent to make sure I had the same seats that were on the original reservation that he cancelled and she told me I couldn't talk to her agent that way. "Then you get my seats back," I told her. When you put two headstrong women in the same no win situation there is never a solution. Instead of her trying to offer some solution since I had spent an hour and half in traffic driving to O'Hare she picked up the phone and advised me she was calling the police to have me taken out of her ticket area.

I was not only totally put out but I stepped aside to wait the Chicago Police to handcuff me and take me jail because she was feeling what I suppose is threatened. If I wanted to be escorted to a little room, processed, and booked I would have told my ride to go home and I would get home either when I was released from jail after calling my attorney and having the holy be you know what sued out of Alaska Airlines.

Before I left I asked her for a corporate number again and she refused. So I have called Seattle, filed a complaint and I will be filing a police report on her for customer harassment. I filed a customer
complaint with the 800 number then was given the direct number to corporate. I was on the phone for close to an hour with no resolution other than they would give me a $100 credit if I paid for the ticket with my debit or credit card. I flatly refused then insisted she find out what the official Alaska Airlines check acceptance policy was. After waiting on hold for close to 30 minutes she returned and guess what? There is no large check amount policy. They would have needed to contact the school and speak to one of the two signatures on the check. This would not have been a problem if it wasn't close to 6 pm. I aksed them if they would hold the check until tomorrow, call the school, the bank, whatever, then ticket the darn reservation. They said they couldn't do that.

As it turns out the lady on the phone went from a call to the school to advising me one of the signatures on the check would need to be present to have the check accepted. What a bunch of crap.

In this economy, customer service needs to come back to the way it used to be when customers were valued, were always right, and the employees worked to make sure that even when there was a problem the customer would be made to feel that they were doing everything they could to resolve it and have them leave with a sense of peace versus a "I'll do whatever it takes to make sure they do something about you."

Does Erika need to lose her job. If I had been arrested you betcha! With no valid proof that the check was fake or I made any threatening remarks to have her fear her safety or that of the other counter employees she acted totally from a base of what she perceived as her power as a manager which was 100% wrong.

Thanks to the nice reservation agent that is holding my ticket with no money due until two hours before I leave. Some people at this airline do value paying customers.

On Wednesday night May 13th, 2009, my flight from Alaska to Washington, DC, via Frontier Airlines, was re-routed to Alaska Airlines. The flight from Alaska to Seattle Washington occurred without incident except for a significant delay. However, after landing in Seattle I had a layover before traveling to my destination of Washington, DC.

As my mother and I attempted to board the flight 4 to DC, row14E, the ticket checker at the gate was less than friendly. She initially called individuals with small children or individuals who needed assistance to board first. Next, she called rows 1 through 6. At this time, more people than who could occupy rows one through six seemed to have boarded the plane. One other passenger even made a comment to that affect. Then, that same passenger asked others if the ticket checker was allowing all passengers to board because so many people were boarding.

Without any clear direction, we began to form a line and approached the gate for entry. My mother handed the ticket agent her ticket. The agent replied that my mothers row had not been called for boarding yet, and handed my mother back her ticket. A couple of minutes later, the ticket agent called rows 15 and higher. My mother and I had row 14. The ticket agent called rows 15 and above and then subsequently called row 14. I believe this was done so that my mother and I would board the plane last.

When I boarded the plane, I saw the other passenger in my row/ section seated comfortably. Likewise, there were several other people seated in rows 7 through 14. They obviously had been allowed to board with one of the previously called groups while we had been denied entry. Their luggage had been put up in the over head compartments and underneath their seat. There was not enough time for those passengers to have secured their luggage if these individuals boarded when rows 14 and below were called.

As stated above, I conclude that the ticket agent purposefully prevented my mother and me from boarding while allowing others to board. I believe this incident could have been racially motivated. This situation infuriated me. Consequently, I do not want to travel on [their] airlines again. I was embarrassed to have my frail mother treated that way.

AK airlines charged me $4.29 per lb to send my frozen food From Spokane WA to King Salmon AK...The rate has over tripled in the last year...For what it cost me to air freight those coolers, I could have bought them seats in coach and had the stewardess serve them peanuts!..It a blatant ripoff and I will never use AK air freight again...I am also canceling my ak airlines credit card..(They won't let me use the miles for upgrades anyway) and will not fly AK airlines and will advise my friends about the ripoff of AK airlines....I realize that things are tough, but this is robbery....

I have been a member of their Mileage plan for a long time. In August 2008 I received an email indicating they were having a problem with their system and were unable to send my monthly stmt showing my mileage balance, but that it would resume in September. That was the last I heard from them about my mileage #. I still get balance stmts for my husband & daughter every month.

I have tried to contact them 2 or 3 times a month since then in hopes of getting it corrected. I am told that they would be happy to restore my miles with a reinstatement fee of $75. That there is no record of my mileage # and that I need to call their cust service 800#. You don't get any better service by calling the 800#. Either they don't speak english or I get a song & dance about how it's my fault for not responding sooner. I'm not clear how much sooner I could have contacted them. I started in September when I got stmts for my husband & daughter, but nothing for myself. What good is customer service if they don't listen to anything you have to say. You might as well be talking to robots, they're all programed to say the same things.

I have lost 15,000 frequent flyer miles, which combined with other family members miles means a free flight for one of us.

To Whom It May Concern My wife Elaine and I took our family of thirteen on our annual holiday. This year, we chose Disneyland and flew with Alaska Airlines. The return trip, on flight 507 and 701, included a wait time in Seattle of over two hours. During our holiday, Elaine developed a hip problem which made walking very difficult. On arrival at terminal C in Seattle, I went to your Customer Service counter to confirm booking and get a gate location for our trip to Vancouver. This was done to reduce the walking Elaine had to do. We were told terminal N, Gate 11, seats 18 B and C.

We slowly made our way from C terminal to the distant N terminal only to find it closed. After returning to C. terminal, we found your Customer Service desk closed. The departure board now showed departure to be at D5 so we slowly made our way there. On arrival at D5, I approached the counter and spoke to a fellow named Uzma. I asked Uzma to confirm departure and told him of our difficult walk from C. to N. terminal. His reply was simply, Oh Well!?. I would think that something like Im sorry for the inconvenience? would be more appropriate than the shrug of the shoulders that he displayed.

Incidentally, both Flights 507 and 701 departed late. You ask that we choose Alaska. With this kind of attitude by a front line employee, it makes it difficult to choose Alaska over the many other airlines that are available.

Alaska Airlines has always provided me excellent service. I don't blame them for the weather, and how that can screw up flights around the country. As far as fuel prices, I know that Alaska (as well as many other airlines) bought fuel hedge contracts expecting fuel prices to continue to go up. They went down instead. However, they are contractually bound to buy the fuel at the higher price until the hedge runs out. This is why air fares aren't going up and down with the price of oil. Everything in life has gotten more expensive, and has changed, yet people still expect airlines to offer lots of services, and fly cheap.

For years, until you bought out your competition (Hawaiian Vacations), we flew to Hawaii for $500 to $600. Understandably with fuel prices up the cost goes up, however, the fuel prices have dropped considerably, in fact, in the lower 48, prices are much lower than here in AK and the lowest in five years. Why are we consumers, in economic hard times, being gouged for flying to Hawaii, a 5 and a half to 6 hour flight?

Flying Alaska for 43 years. When another plane is delayed we sit on Alaska and wait for delayed passengers to come aboard. Today alaskla airlines rescheduled ,my daughters flight once again, 4th time. Alaska booked her on Horizon #95 from Portland to Seattle and Anchorage. When Alaska cancelled her original flight non-stop PRT to ANCH 12/21/08 they put her on Horizon with a very short time to get to alaska air in Seattle.

Many people missed Alaska 12:00pm flight besides my daughter because Alaska would not hold for the passengers running to the their next connection. Horizon had arrived on time and there was time for the people to get on Alaska flight; however, when they got to ticket booth in Seattle Alaska told them their seats were taken and they would be on the next flight. We all know you took the waiting list of passengers and put them on the plane first. After 3 cancelled flights for her to come to Anchorage... how can this airline be so disrespectful. We will fly any other airline we can instead of Alaska in the future. And we should receive a free ticket.

They have no idea what kind of grief this causes...and still they make you jump through hoops...with no results.

I am writing to express my extreme disappointment in your return of high valued items left on board of Alaska Airline flights.

Our Monday, December 1, 2008, our AA flight 10 from Seattle to Orlando was scheduled to arrive at 9:30 pm. Our flight was delayed, so we did not actually arrive in Orlando until sometime after 10:00 pm.

Just prior to our landing, we experienced bad turbulence. This caused my 20 month-old daughter to get sick, vomiting all over our seated area. We were seated in the 2nd to the last row, row 29. Upon landing, I took my daughter to the bathroom to clean the vomit. Because of this, we were the last passengers to exit the aircraft. We quickly tried cleaning our seated area, gathered our belongings, and apologized to the flight attendants for leaving such a mess?. One flight attendants response was, dont worry, the cleaning crew has all night to clean the area as were the last flight of the evening.?

It was only the following evening that I realized we had left our brand new, black Panasonic DVD player, soft black DVD case, 13 Baby Einstein DVDs, and 3 other DVDs aboard the aircraft. I quickly contacted the AA baggage service department in hopes our valuables had been found. While the man who answered the phone was optimistic, he said no matching items were documented in the high value log book, and to try calling back the following day. I asked if I could file a claim per the instructions on your website, but he again asked that I call the following day beginning at 5 am in the morning.

On the early morning of December 3, I called the AA baggage service department again. The woman confirmed that our valuables had not been logged in the log book, but she was able to open a claim. When inquiring about the success of the claim process, the woman explained that some items are missed in the cleaning process, and fly back and forth on several Alaska flights before being turned in, that other passengers can steal the items, and that clean crews may not turn in the items during the outlined process (e.g., they may either keep the items for themselves, or return the items several days after the process designates).

Further, she misunderstood what we lost and filed the claim as lost Baby Einstein DVDs? even though I thought this was clarified during our original conversation. I only realized this was not clarified later that day, when I called AA baggage service department a third time to check on my claim. The woman I spoke to discovered that my claim had been improperly filed under DVDs, significantly different than a DVD player. She apologized that this was my third call to actually get a claim filed correctly, and wished me luck on finding our DVD player even though she confirmed that no DVD players had been turned in since December 1?.

In speaking with other friends and family members who have lost items such as DVD players, PDAs, iPods players, etc. aboard Alaska Airline (and other flights), I am quickly becoming less optimistic that our valuables will be returned to us even considering that my husband remained with our valuables the whole time I was in the bathroom cleaning up our daughter, that we were the last flight of the evening, and our seated area clearly needed thorough cleaning by the cleaning crew and it would be near impossible for them to miss a DVD player and associated items in a case that was approximately 12 x 10 inches in size.

My husband is an Alaska Airlines MVP flight member and a Northwest Airlines Platinum member, and therefore has flown many Alaska Airline flights. He also confirmed that no items of value that he has left on board have EVER been returned to him. Shame on us for leaving these items on board, shame on AA for not having the proper mechanisms in place for ensuring these lost claims are actually fulfilled.

In analyzing this situation, I am extremely frustrated and would appreciate answers to the following questions:

What percentage of high value claims are actually fulfilled?

As demonstrated in my experience, what percentage of claims are actually filed correctly, and upon the first call to AA?

What type of mechanisms are in place for ensuring items are actually turned in by cleaning crews? For example, does AA offer any rewards incentives for items that are turned in, are cleaning crews ever supervised by someone outside of their organizations, do you ever utilize cameras to monitor their activity?

While I will try to remain optimistic that my claim will be fulfilled, we are being realistic and unfortunately will be repurchasing all of these items valued at over $300 for our return flight from Orlando to Seattle scheduled December 8.

Bounced to three different lines before hearing the same thing the first person told me. I purchased tickets 10 months ago and had seat assignments with my family. Because of a 'Flight schedule change' I have been put in a standby seat position in the very back of the plane. We have been MVP's with Alaska for years. This is the second seating incident in the past two months.

My husband also had a seat assignment, got to the airport was upgraded to first class, got to the gate and was called up with the standby flyers to be told he was lucky they had space for him and that he now had a seat in the back of the plane. I know seat requests are not always honored but this appears to be a new level of incompetence and disrespect for loyal customers.

I am writing on behalf of a good friend of mine. Recently she had paid for round trip tickets from Seattle to California. But before the travel date, her husband had a stroke while working in Arizona. She called Alaskan to change her ticket to Arizona so she could go be with her husband and bring him home. Alaskan would NOT change her flights unless she paid $1000. Which is more than the original ticket.

She called another airline and the gave her a round trip ticket from Seattle to Arizona for less than $500. I think this is completely unacceptable. Alaskan should have accomodated my friend and helped to get her to Arizona for a medical emergency. I am very disgusted with Alaskan. My husband, my self and our bestfriends are starting a business in Florida and we will be flying from to Seattle to Orlando frequently, but you can believe it will never be on an Alaskan flight.

Alaskan cost my friend over $400 as well as waisting her original ticket.

I obtained a frequent flier ticket several months ago to travel from Kalispell, Montana to Newark, New Jersey. I called today after I noticed I have a nine hour layover in Seattle which gets me into Newark Airport at around midnight. My originating flight leaves Montana at 6am. I asked if there was an earlier flight leaving Seattle and indeed there was an 8AM flight .

I asked if there were empty seats and was informed that there were empty seats but I could not use one of them since the flight had only a certain number of frequent flier seats available. When I asked customer service if they realized I had a nine hour layover their reply was that was their policy even though the airplane was only partially full. Alaska just thumbs their nose a good customers.

I am a senior citizen with physical limitations. I now have to get to Newark at midnight and drive to my destination three hours away.

My wife and I flew back in September 2007, for the first time ever on Alaskan Airlines. From the departure from San Diego California to the arrival in Pasco Washington (PSC) to the departure from (PSC) back to San Diego, we had the worst experience with your airline and this said flight than any other flight my wife or I had ever been on. We were told that these cert codes would combine totaling $325.00 towards another flight for either my wife or myself.

When I called today to book a flight to use these cert codes; I was told that they couldn't be combined. Now we have experienced a second bad experience with your airline.The only way we will ever step foot on another flight with Alaskan is if it is the only Airline that flies to the area we have to go to.

Economically I can't afford to fly with the new prices, I had expected to be able to use this $325.00 towards a ticket of $429.00 including tax.

I posted a complaint on Jan 28/08. I e-mailed back after waiting a few months to here back from someone but there was no response. Now it is 9 months later and still I've heard nothing. I guess that's how they play the game. I wonder who reads these complaints and because there are so many of them, you would think they would get it by now. I guess it is suppose to make me feel better that they are doing something about it just because they say they are.

I have been stationed in Alaska for 2 years (with one year spent in between in Iraq.) Almost exclusively, I have used Alaska Airlines for my travel back home to Oregon. Now, two months before I leave the military under honorable conditions, I have just learned that I was eligible for a military discount for my flights. When I tried to find any information on the military discounts on the website, I could find nothing at all detailing who to talk to and how I would go about receiving a military discount-even after dialing the reservations desk number, who told me there'd no way to receive some refund on the tickets I've paid full-price for all this time.

It seems to me, that Alaska Airlines wants to have it both ways: to say that they offer service members a discount, and then hide any information that might allow service members to take advantage of these discount fares. I have spoken with everyone one of the six members in my office, and not a single person was aware of the discount fares, even though they all have travelled on Alaska Airlines sometime in the past.

On a recent flight I had changed my reservation to fly out of San Diego to SEA and then on to BLI. On the last portion of my trip from SERA to BLI the flight was delayed and the new boarding time was 16:40 with a departure time of 17:05. I never received a boarding pass in San Diego for the SEA/BLI portion. I am a member of the Alaska Air Boardroom and frequent it regularly. I asked them when I arrived if they could get my seat assignment and print me a boarding pass. They did this without delay and I was all set.

I sat and checked my email and proceeded to the gate for my boarding time at 16:42, 23 minutes prior to departure time only to find the door open with one agent and a man asking if there was any more room. I asked the agent if I could go through and she told me no the flight is sold out and the gate was closed. I also did notice a discrepancy between what was on the clock as a boarding time and the e-ticket! I am aware that we are suppose to be at the departure gate 30 minutes prior to departure. I was there 23 minutes prior to departure. The agent said she called on the PA and I didnt answer. I guess she must be very efficient. Accordingly she loaded the aircraft, called my name, assigned all the standby pax in 7 minutes.

There is no way that the agent called my name, re sold my ticket and loaded that aircraft in 7 minutes. My seat was re assigned prior to the 30 minutes rule because Horizon was late! Not only did [they] break your own rules, the agent basically slammed the door and walked away and says, To bad get the next flight?. Customer service wasnt any better. I ended up renting a car and actually beating the next flight to BLI. Cost was $100 for a rent a car, my extra time and 3 extra days ($25/day) of my German Shepard in the kennel because I was late and couldnt pick her up. Figure out what the cost of me telling everyone what lousy service and an airline that doesnt follow they re own rules.

Apparently my unused portion will be refunded. This was the worst experience I have ever had on an airplane and I use to fly for a living. Now I know why I quit! I plan on using the Delta connection from now on out of BLI. I dont feel this was Alaska Airlines only Horizon and its a shame because I dislike the drive to SEA. If I can connect from YVR I will use Alaska but never Horizon. BLI will be Delta only and I will instruct my employees the same.

I was supposed to fly to Seattle on a 5:00pm flight today from San Jose airport. I have completed my check-in online this morning, arrived the airport at 4:28pm with a necessary to check in my bag. I was told by this lady name Stephanie that you won't be able to make it; I can't let you in because the gate is closed. I asked her why would the gate closed at 4:32pm and she said you are supposed to arrive the airport at least one hour prior to departure which, as a frequent flyer, I supposed the check-in counter stop their check-in process/bags 30 mins prior to departure, not close the gate 30 mins prior to departure.

What so ridiculous was when I told her I dont need to check in my bag I will just have someone to take it away, she ignored me. She took my boarding pass and printed me another one, and said you have to pay a penalty and this will get you to the next flight I asked her if she could kindly page the boarding gate to give me 5 mins, which would be 4:40 at that time so I could have my friend pick up the luggage (who was still waiting outside), she replied no, you can't leave your baggage here or I will have to call the police. I am not leaving my bag here, I only ask you to page the gate and give me 5 mins, since I already have my boarding pass, and the boarding gate is ONLY 3 mins away from here, she turned her back on me and walked away, without giving me back my boarding pass.

My friend came in and took my luggage at 4:46pm, I run through the security gate without a boarding pass and luckily the San Jose airport is small enough that they actually let me in to talk to the people (since I went in with empty hand). The plane gate was closed. As I looked at my watch, it was 4:50pm. If anyone would take a look at 5/23/08s flight number 329, this flight departs at 4:53pm. The lady at the gate was kind enough to put me on the waiting list for the next available flight.

I walked out and tried to look for this Stephanie?, which I learned her name from someone else, and was told that Stephanie shes working on something else so she wouldnt come out of her office. I guess my question is what could be more important than to take good care of your customer? Secondly, if she could have been more help, at least tried to page the boarding gate or suggested a quick run to the flight, I might not be sitting here complaining because at least some effort had been made.

Lastly, the flight actually took off 7 mins early. This lady Stephanie? who refused to offer help and refused to come out from her office knowing that Id like to talk to her, is definitely not a keeper or asset to the airline company. I have to ask for her manager and all she does was restate the airline policy 10 times without offer any alternative to help solve the problem. I have had experience that a helpful manager actually put me on another flight with another airline or suggested nearby airport if there is availability. They rather had you waited for 3 hours instead of take a look at the system to see if Oakland airport or San Francisco airport have seats available.

I wwaited 3 hours not knowing whether I can get on the flight or not. Fortunately I was able to get on the 7:50pm flight, Thanks again for this lady in San Jose Airport with no help.

I purchased six airline tickets on Alaska's website on 2/23/08 that amounted to $2,222. To my surprise, on 2/28/08 twelve tickets cleared my bank account. Upon reviewing the charges it was very clear that Alaska had double charged me for each ticket. I immediately went online in search of a contact number for credit transactions. I was able to find what I was looking for, only I was directed to the credit department page in which I was supposed to complete a form and submit my inquiry to Alaska. I became very frustrated once I read that a representative would return my call within two business days. I then searched for an actual number where I could speak to someone. After finding a contact number, I was directed to a voicemail that requires the consumer to leave a message; and the recording states that a rep will return calls within two business days. Finally, I was able to get in contact with a rep in refunds who knew about the double charging issue.

She then transferred me to a Supervisor who I thought would help me. I explained my situation to Nita, the Supervisor, and she just passed me off to another rep. She was not a bit concerned or sorry for the inconvenience. The person I was transferred to reviewed my ticket numbers and confirmed that my debit card was charged double for each ticket I purchased. She explained to me that there was a banking error. I was asked for my credit card number used to make the purchase. My guess was that they needed it to be able to process the refund. I explained to her that I had already contacted my bank to dispute the charges and that it would take 7-10 business days for the money to be placed back in my account. I informed her that I was instructed by my bank that if I contacted Alaska directly that the monies would be released quicker so I could have funds available in my account.

The rep told me that the error had been fixed the night before and that all of the funds had been wired to the banks of those that were affected by the banking error. She indicated that there was nothing further that she could do. I was actually instructed to contact my Bank and insist that my monies be made available. I reminded her that I had already spoken to my bank. I asked her what I was supposed to do in the mean time since I had no funds available and that my account had been over-drafted. She explained that any fees associated with this error would have to be reversed by the bank since it was a federal regulation that fees could not be assessed in this type of situation. Neither Alaska nor Key Bank would take ownership of this situation. No one on either end seemed to care about my situation.

An additional $2,222 was charged to my debit card that sent my account into overdraft. I did not have any funds available to me. I feel that Alaska Airlines could have contacted my bank and attempted to resolved the situation between the two. Unfortunately, I was not even offered a "Sorry" for the whole situation.

Does anyone who works for this airline even care about their customers? After all, we are the ones who pay their wages. The trip to Puerto Vallarta on Jan 15/08 was more than dissappointing. There were 3 couples traveling together on this trip. We flew from Victoria B.C. to Seattle with no problem, arriving in Seattle at 7:00am. Our connection from Seattle to San Francisco was to leave at 8:30am. The departure time had been changed to 9:20am. We boarded the plane and listened to the pilot change the flight times several times until we finally got in the air at 10:30am. Now we were wondering if our next connecting flight from San Francisco to PV that was to leave at 11:36am would be held back as well to allow us to board. We were still in pretty good moods knowing we were going to be in Mexico in the afternoon. The flight attendants gave us free beer and we thought it was because of the delay so far. When we got to San Francisco at about 12:10pm we were told we had to spend the night there because our connecting flight had just left.

Now we were very angry knowing it was only noon and we wouldn't get to PV until the next day. This shortened our vacation time already by one day. The people that worked at the desk who gave us the instructions on where they were going to put us up had attitudes that are definetely not what you need at a time like this. The excuses are that it is out of their control and it is apparently up to the air traffic controllers who decide who gets to fly and when. You would think that if it was so easy for them to delay our flight from Seattle to San francisco for 2 hours, they would at least have the decency to delay the connecting flight and make the other passengers wait for a mere 30 minutes to allow us also to get to our destination. My guess is that there were only about ten other people taking the connecting flight so it didn't really matter to them that we missed it. We had meals and drinks at the hotel where they put us up and were not offered meal vouchers. We would have paid less for that if we were actually eating and drinking in PV like we should have been.

On our way back from PV to Seattle, Flight 247 on Jan 23/08 everything was on schedule but they should have left the flight attendants behind. There were 3 women and one guy. Their names were, Suzanne, Barb and some other lady without a name badge. The guy was working in first class and we never saw much of one of the girls. The other two women were so rude and if looks could kill, we would have been dead instantly. We have never got such dirty looks and the feeling like we were of such an inconvenience to these attendants. I needed a drink of water to take my medication, so I went to the back of the plane to ask for one. One of the women had her back to me and the other was on the intercom making some useless announcement. I was waiting until she was done before asking as to not interrupt her announcement. She abruptly put the phone by her side and asked me what I wanted. I said I needed water to take my medication. She poured it and off I went. We couldn't figure out why we were being treated so poorly as the couple across the isle was getting special treatment from all of the women. They brought them drinks and snacks even before the plane took off. They never had to pay for their meal or alcoholic drinks. We were made to wait for our complimentary drinks while the women stood in the isle with their cart and chatted with the couple. I hated this whole Alaska Airline experience and will choose another airline to use. They should take lessons from the flight attendants on WESTJET.

#1 - We (3 couples together) were forced to spend money on meals and drinks that we did not plan on for our trip. #2 - We were charged $104.69 by the Hyatt Regency for phone calls to our hotel in PV to let them know we had been delayed and could not arrive until the next day and to please hold our rooms. #3 - I was very depressed from having to deal with all these unexpected costs from the hotel due to our flight delay. #4 - We all lost one day of holiday time due to an extra day of traveling thanks to Alaska Airlines. We would appreciate compensation from the Airline to help with some of these extra incurred costs. Although I will not be surprised if nothing is done. That seems to be the way this airline works.

Alaska Airlines has long had a practice of using it's monopoly status in Juneau, Alaska, to price gouge the people that live there. Current example from their website (http://www.alaskaair.com) today: Flight from Juneau to Seattle. 2 1/2 hours. Cost. $520 per person. Flight from Seattle to Las Vegas. 2 1/2 hours. Cost. $240 per person. They charge us more than twice as much for a flight that lasts exactly the same amount of time. If the flight that leaves from Seattle is full, and the flight that leaves from Juneau is full, why does it cost twice as much to take the Juneau flight? I can't think of any legitimate reason.

This sort of long-standing price gouging has been going on for a long time in Juneau, as long as I have lived here; and it severely impacts people's ability to vacation, especially with family. It has a huge impact on business travel, and I believe is negative for the Juneau economy all the way around.

This is a letter I am planning to send to Alaska Airlines due to their horrible customer service

I am writing this letter due to poor treatment on your airline carrier. I went to Mexico with my family and was returning to the states early to go to work. Traveling alone is scary enough but I felt almost looked down at because of my age. I left Puerto Vallarta at about one in the afternoon on Wednesday November 21, 2007. The agents in Mexico were as helpful as they could be, and for that I was very thankful, but the flight attendants were in a less than desirable mood, and not feeling very helpful. I had asked one mid-flight if I would be able to make my next flight in time- she said it shouldnt be a problem and quickly dismissed me as less than important.

When I arrived in the LAX they made an announcement saying that we had to be bussed to our luggage due to construction on where we were supposed to be. They unloaded us onto busses and it was taking forever, and I once again raised my concerns about making it on time. I was once again dismissed as less than important. I got to the baggage claim and I had a bad feeling I was going to be late. My luggage was off as one of the last pieces. So I rushed to customs. I raised concerns with them but they told me it was past 4:10 and that I needed to talk to your carrier Alaska Air.

I then had a hard time finding out where I needed to go after customs. There was no big map, and anyone I asked help from was less than helpful. I walked outside knowing I had already missed my flight and found a group of people, who were more helpful than any of your staff had been. The pointed me in the correct direction and then I had to go back through security and such. At this point I was beyond late for my 4:10 plane. When I had arrived to the help desk, I was very emotional. I knew I had missed my flight, and when people are in airports they just want to go home.

This gentleman was the only person I felt served me without a doubt with true customer service. The only thing I was upset about was his inquiry about why I didnt make my flight. I was upset because I was on an Alaska Airlines flight and I thought they would have better communication skills. Also I was mad because there was obviously not enough time in between the flights I was booked to make it through customs. He sat there and scheduled me on the next flight. He informed me that I wouldnt be arriving home until the next day- and would have to stay the night in Seattle. I was very upset. But took my ticket and went and sat down. I got on my flight and then arrived in Seattle.

When I walked out I asked where I needed to go to find customer service. No one was helpful again. I wandered out upset and angry at your service. After looking for about half an hour I found a desk that was not clearly marked as Alaska Airlines. I stood in line for a good 20 minutes and then wasnt greeted very well by a woman behind the desk. I told her my story and that the man in the LAX had put a comment on my flight saying they needed to put me up for an evening and provide me with meal vouchers. I saw this woman help the people before me with a smile on her face, and very kindly- but then when I showed she was rude. She asked me all my information and I gave it to her.

She kept asking me how old I was, and I found this very rude, whether I am 20 or 50 no one deserves what I had to go through this day, and with everyone not sure they believed my story of how my plane was late it was a disaster. She reluctantly printed them out and then said next, but what did I need to do with these vouchers? She hadnt told me, I saw the couple who were before me, who had gotten toothbrushes offered to them and many other amenities guided me in what they were instructed to do. I was upset because the woman didnt offer me anything I needed for the night. I finally followed the instructions I was given by my fellow passengers and went through the motions of calling my hotel- and getting everything in order. I waited outside for my shuttle in cold conditions.

The next morning I got up and left, I went home on horizon air and was very impressed with their great customer service, and their flight attendants great attitude. This made my day go better, but I came home late and missed a day of work, a day of holiday pay, and then an evening of family time. I waited a month to decide if I still felt it was worth addressing but I am still very upset at how rude and dismissive your services were. Because of my dissatisfaction I felt compelled to make you aware of the situation I was in, and the lack of true service your company had. I realize the holidays are a hard time to work, and I know that I was traveling on one of the busiest days of the year; however the way in which my case was handled was not excused by this. In my job, our customers and our members are our bosses. They allow me to have a paycheck- and they are the reason I am able to live. I think maybe your employees need to remember that the only reason they can continue their job is because people ride the air lines. Those customers are in theory their employers, or in the least deserve to be treated with equality and a friendly smile.

Attendants training has low standards, very poor crew service. Flight 599 personnel lacks any skills of civilized handling, treated passenger disrespectfully and discriminatory, not only didn't accommodate greatly inconvenienced customer in plenty other seats available but threatened the passenger (common tool seen in other Alaska service complaints) and used inappropriate language and manners.

I was booked on Alaska Airlines flight 55, and they did not have enough passengers so they canceled the flight. They put me on flight 7259 that departed 2 hours later, and whenever it was called at both the departure gate and on the plane it was called a charter. I paid full fare of $843.00 and did not pay to fly a charter. When I asked for an alcoholic drink for a beverage, the flight attendant told me that I could not have one as it was a charter and she didn't know what passengers were charter and which were not.

How can an airline operate a charter and then sell the extra seats? Don't charters operate on different rules as airlines? Who would be responsible if the plane crashed and there were lawsuits for injuries? Could the ticketed passenger sue the charter requester and the airline even if he is a ticketed passenger? This flight was operated by Alaska Airlines for one of the North Slope Oil Companies (either BP or Conoco Phillips).If this is the way Alaska operates, why can't others play the same game?

On Sept 22 I flew from Sea Tac to Santa Ana (John Wayne). When I went through the metal detectors, I set off the alarms with a large silver bracelet, with a 1 lapis lazuli stone that I have had for 30 years: valuable. ON the way home to Seattle, I thought it would be easier to put it in my suitcase than set off the alarms again. After I arrived home on Sept 25, the bracelet was not in my luggage.

On 9/13/07, I was scheduled to travel from Bellingham, WA to Sacramento, CA on Horizon Air flight 2487 out of Bellingham at 11:25 AM connecting to Alaska Air flight 338 in Seattle, leaving at 2:15 PM to Sacramento.

The Horizon Air flight was cancelled due to the FAA grounding all the type of planes that Horizon flies. I called customer service. I was informed (after 87 minutes on hold) that there would be no accomodation. That I had booked the flight through from Bellingham to Sacramento and only one leg of the flight was cancelled. I explained that I now had to drive to Seattle Airport (89 miles from my home), pay for gas and pay to park. I again was told that since I had bookd a through flight and the last leg of the flight was still operating, I was not entitled to a refund or accomodation of any kind. Additionally, since my car would be in Seattle (no other way to get to the airport on such short notice) I had to cancel my return flight from Seattle to Bellingham. I was told this was a voluntary cancellation and not entitiled to any consideration at all!

The price of a round trip ticket from Seattle to Sacramento is considerably cheaper than a trip from Bellingham to Sacramento, even on sale. In fact, I found a DING! fare on Southwest for the same trip at $79 each way Seattle to Sacramento, much cheaper than what I paid on Alaska for the privilege of flying out of Bellingham.

Today I finally received a response from Alaska. They were incredibly apologetic and also provided an electronic comp for our problems.

This is a copy of the note I sent to Alaska while my husband was stranded: I am writing because my husband Derek Neuman is stuck in Vegas till 10pm because of your service. His flight was supposed to take off at 1pm -- they left them stuck on the plane for hours in poor air quality and no beverages. Then they herded them off to tell him the soonest he would be able to fly out was at 10pm -- his only other option was to book with another airlines on his own, too bad his ticket was non refundable. Did I mention there were no comps offered for his 11 hours stuck in the airport?

NO explanation, not to mention the staff was less then friendly. In the current climate of passenger rights I cannot believe that you, Alaska airlines has failed so miserably.

Flew from San Diego CA to Seattle with Alaska Airlines via Portland; roundtrip reservation. Flight delayed out of Seattle; arrived on Portland for AA flight 586; told to remain in boarding area because of impending departure. All afternoon, different stories -- into the evening. Airline personnel refused to provide hotel accomodations, claiming flight would leave at any moment. When a plane did arrive, they said they had no pilot and could not fly.

In the morning, instructed all passengers that they would have to fly back to Seattle to get a flight to San Diego -- that the airline had none they could take from Portland. Promised that they would arrive in Seattle and board a plane for San Diego by 9 a.m. Flew to Seattle; once there told that the 9 a.m. flight was delayed by mechanical problems; would take off at 11:30; at 11:30 told they could not find a pilot.

Asked them to book passage on another airline since they could not fulfill transport -- they refused, saying their policy is not to book on other airlines as long as they have any possible planes within 24 hours. Had us all board plane; wait there and then had us all leave saying mechanical problems persisted.

Spent night in chair in lounge as they refused hotel accomodations. Wearing same clothes without a shower for two days. No food as personnel would not allow passengers out of gate area. Towards midnight gate personnel did provide hotel rooms for some passengers; apparently ran out of budget money or rooms as they stopped with people still waiting and from then on said they did not have to do so as delays were not the fault of the airline. I am missing work today, stranded in Seattle. Mediation conference scheduled so financial consequences of not being at my office may be significant.

I had to come down to Spokane Washington, from Anchorage Alaska in November 2005 for medical reasons. I have a small pet chinchilla and I didnt want to leave in the care of others since she is an expensive pet and I love her very much so I asked if I could bring her with me as a carry on. Chinchillas are very easy pets, dont make noise and dont smell. Alaska airlines didnt have Chinchillas listed on their list of animals so the lady on the reservations phone I was talking to said it would be fine to carry her on. She would be treated in the same category as a rabbit which can be carried on.

I had to stay in Spokane until June and when I made plans to return I was told I couldnt take my Chinchilla back with me. A chinchilla is very sensitive to heat and also shouldnt be riding in a cargo compartment with other animals such as dogs and cats who might growl bark or whatever causing it to get unduly stressed. Why was I allowed to bring it out with me but not take it back home?? Please research chinchillas... they should not go as baggage, they are too small and vulnerable and should be allowed to travel inside the plane with their owners.

The people I dealt with all on the phone were rude and mean spirited and since I had NO problem bringing my pet out with me should let me take my pet back inside the passenger compartment. The inability to make an individual educated decision has upset me terribly. I hope in June when I return I wont lose my precious pet because I am being forced to put it at risk.

On April 26, 2006 I took Alaska Airlines flight 208 from Los Angeles to Zihuatanejo Mexico. Upon checking in at the Alaska ticket counter at LAX Terminal 3, I received my boarding pass and luggage destination tag and was told by the Alaska agent to proceed to the TSA baggage screening area located to the west of the Alaska ticket counter. The TSA personel there were extreemly rude to all the passengers waiting in line to drop off their bags for screening. Once it was my turn, I presented my bag to the TSA person and was told it was now OK to leave.

After arriving at my hotel I noticed a TSA "notice of baggage inspection" in my suitcase and found that my camera had been stolen. I might also note that after landing in Zihuatanejo I watched all the bags as they came out of the aircraft until they reached baggage claim, it is not possible that anyone could have tampered with my bag between the aircraft and baggage claim, because the bags were in clear view at all times.

Loss of physical property in the amount of $650.00

On April 7th 2006 flight 225 Alaska Airlines leaving Los Angeles to Cancun. After arriving with my family we found my video camara had been taken from inside my luggage after being check-in at LAX, another passanger had his laptop stolen and the case of my camara had been placed in this passanger bag without the camara of course. I filed a complaint with Alaska Airlines, filed a police report and the TSA. Everyone I talk to Alaska had a very unfriendly, arrrogant and defensive attitude about it and claimed no responsability and almost everyone was very fast to put the blame on TSA. I had 3 Alaska employees even lie saying Alaska doesn't handle luggage anymore, that they were handle by TSA only. So I ask who do the people loading luggage into the plane work for?

My flight was scheduled to depart at 655pm and arrive in Seattle at 828pm. When I reached the baggage check they let me know the plane was running late and I wouldn't be leaving until 715pm. As it became increasingly later we were told that the plane coming in had mechanical problems and we would have to wait for another plane to arrive. We did not board a plane until 1020pm. This would not have been so bad, except that in Sacramento international airport, in the domestic section there is no food or drinks except drinking fountains. Not the airlines fault, but nonetheless, when we baorded the plane, we received nothing but peanuts and I was starving. I didn't reach seattle, where I live, until close to midnight. and didn't reach my home until 1am.

My Gran and I were leaving Palm Springs airport after a fantastic holiday. We arrived at the airport at 4pm for a flight at 5:43pm on Monday 6th February, flight number 633 from Palm Springs to Vancouver BC. When we went to check in we heard the gentleman in front of us saying there was a delay with our flight but when he got to the desk the assistant said no everything was ok. So we went up and we asked her about it and she said the same that everything was ok but we told her that we also heard one of her colleagues say there was a problem. So she went and asked the colleague and he said there was a delay and they wouldn't know any information till 7pm that night. So they gave us $6 each to buy our dinner, which only just covered coffee and cake!!

So we waited about and kept checking the screen and it still said delayed, I went up to the desk about 5 times to ask how they were getting on and they kept saying 40 minutes and we will know as they were waiting for a part for the plane and the guy was stuck in traffic. I said could we go through as my Gran needed assistance in the wheelchair and they said no we will tell you when to go through. So we carried on waiting with my uncle that had a car journey back to LA that day. He didn't want to leave us in case the flight didn't leave that day and we had to stay in accommodation. So we carried on waiting and watching the screen.

Then we saw all the Alaska Airline staff leaving the airport and one guy turned and said you better run before they close security your plane is ready to leave. So my poor Gran was in a state and we said a quick goodbye to my uncle and then I got through security and ran for the plane as I was running they were calling our names over the tanohe. I shouted ahead who we were and they checked us onto the plane after taking our boarding passes. This was a real nightmare for my Gran and I, we had a great holiday and that really spoilt things. My Gran is 76 years old and needed that assistance that we were told we would get and Alaska said she would get it and she didn't. We were tired and it was late.

So we left Palm Springs at 9pm that night after all that. We were really disappointed in the service and won't be recommending you to our friends. So we arrived in Vancouver BC and there is no information for our relatives waiting, the screens just say flight delayed. So they were worried too. There were a lot of unhappy people throughout that day! Then we arrive back safely and we get an email the next day to tell us our itinerary for our flight which was on the 6th, but this email comes on the 7th. So we are most upset with the organization off Alaska Airlines and would like to know why all the staff were so disorganized.

I was on flight 575 out of San Diego to Seattle (1/23/06)and (foolishly) packed my digital camera in my backpack which I decided at the last minute to let it go with my other luggage on the plane. When I arrived home, I found the camera and 5 batteries missing from the bag. I understand there is a caveat that Alaska is not responsible for lost or stolen cameras etc. but obviously this was taken on purpose. Alaska has come into quite a bit of bad publicity for the baggage handlers recently. I just couldn't let this go without saying something..I do not expect any compensation, just a chance to rant....

Inconvenienced on a flight from PHX to Seattle in May. The flight was delayed for an hour and passengers were left sitting in the plane in sweltering heat.

Customer service sent me and my wife a $50 Customer Relations Travel Certificate. THEY ARE WORTHLESS!! I booked a flight to Phoenix in Sept. and attempted to use the vouchers. Only to discover that they are so restricted the only ticket I can use them on is one purchased at the ticket counter at the airport, and you know how $$$$ those are. I am a very dissatisfied customer. When I first started flying Alaska Air they were great. WHAT HAS HAPPENED?

I am writing to bring to your attention a very unfortunate incident that occurred on Alaska Airline on July 23, 2005 when Captain Kari Grimes removed my family from Flight 355 in Oakland, California, as the plane briefly stopped there. The flight originated in Santa Ana, California and its ultimate destination was Seattle, Washington.

The day began for us at 4:00 a.m., as Flight 355 left Santa Ana at 7:00 a.m. We checked in at 5:30 a.m. and as a result, my children, Max (1), Mariel (1) and Alex (3) were not in the best of spirits. We did not "drug" them prior to the trip as they are well-traveled children, and I have never had a problem with them on airplanes. Our destination that day was Coeur d'Alene, Idaho, and we were flying from Santa Ana to Seattle on Alaska Airlines and then on Horizon Airlines to Spokane.

From the moment we boarded Flight 355, Rich Deutsch, one of the flight attendants, was rude to us. As we struggled to board the plane with three children under three, with diaper bags and two carry-ons, Mr. Deutsch threw up his hands, turned his back and walked back to the galley. We thought it was odd behavior for a flight attendant as attendants on all of the other airlines we have traveled with our family have been extremely helpful, particularly during the boarding process. I might add that we purchased seats, as we always do, for all five of us.

Soon after the flight was in progress, our children started crying. We attempted to calm them by giving them food, drink and ultimately Tylenol. However, nothing really worked. I know it must have been frustrating for the other passengers and ten years ago I might have been the passenger complaining. I am an attorney with an international law firm and travel extensively. In my 40 plus years of flying I have endured other passengers’ children crying, biting, screaming, kicking, and other “bad” behavior and have blamed the parents at least intuitively for the disruption on the plane. But I know something now that I did not know before I was a mother and that is, sometimes it truly is impossible to stop a child from crying and it has absolutely nothing to do with “parenting” (i.e. the parents cannot do anything). Further, we are talking about babies. My twins are one year old and Alex just turned three in June. None of them are capable of being “reasoned” with. Moreover, this was not a flight to China. It was a one hour flight to Oakland and it was half empty.

I thought that perhaps some exercise would settle Alex so I got up and, holding Mariel, walked with him to the bathroom. On the way back, Alex walked ahead of me and I stopped to put Mariel down in the seat before I approached Alex. He walked up the aisle approximately two rows ahead of us to play with another child that was standing in the aisle. I then picked up Alex, took him back to our row of seats, and handed him to my husband, Larry. This element is important because we were ultimately "charged" with allowing our "children" (plural) to run free in the aisle. Next, Mr. Deutsch approached us, stood in the aisle between Larry and I with his hands on his hips, and advised us in a very abrupt manner that passengers had complained about the children crying.

Then, he began a tirade about children who "couldn't behave" and inquired of me "Can't you do something with your children?!". I answered "What do you suggest?" (half kidding) Mr. Deutsch never answered my question but seemed to be very mad as he turned and walked away with his hands in the air. At that point, we strapped all three in their seats, which of course, made them cry even louder.

After about 10 minutes, the children calmed down and we landed in Oakland (the children were beginning to fall asleep at this point). I was then asked to speak to Captain Grimes, who informed me that Mr. Deutsch had informed him that my children were "out of control" and that we were being thrown off the flight. He never asked for “my side” of the story. Mr. Deutsch, who was standing next to the captain, then advised me that the flight was fully booked to Seattle and that he did not want to subject "his" passengers to my children. Further, Mr. Deutsch informed me that my husband had "laughed" at him and that made him very upset.

My husband did not laugh at Mr. Deutsch. He did, however, suggest that the other children in the aisle be removed as well (as they obviously attracted Alex). We were both distressed that we were being lectured as we struggled to calm the children, but neither Mr. Deutsch nor the other female flight attendant attempted to help us. It was obvious we were doing everything we could to settle them and we needed help! The fact that the children were crying was embarrassing and difficult for us as well.

When I informed the Captain that I was an attorney and queried whether he had the right to remove us from the plane based upon Mr. Deutsch’s representations, he threatened to have me arrested. We obviously left the plane at that point. Passengers in the forward rows were aghast, I might add, at what happened and offered to help us but we were not allowed to take their names and phone numbers as we were quickly hustled off the flight.

It was not until we boarded the next flight, that I learned the definition of "out of control" (I asked). The pilot on the next plane informed me that he had been warned about my family and was told that my children were "running up and down the aisles" on Flight 355. First of all, the twins are one year old and can barely walk. I can therefore assure you they are not capable of running! Second, they were not at any time, physically in the aisles other than being carried in the arms of their parents. Alex was in the aisle, but for less than a minute, while I settled Mariel. I could only pick him up with my arms free, which meant that I had to stop and put her down before I got him. Further, he only walked ahead of me to play with another child who was in standing the aisle.

I have taken my children on seven prior trips, two of which were transcontinental business flights (to New York and to Palm Beach, Florida). They have cried in the past, like all children do. However, the flight attendants on Jet Blue, America West, Delta and other airlines, have always been more than kind and have assisted us to calm them and do whatever they could to ease rather than escalate the situation. Obviously Mr. Deutsch has an anger management problem and is evidently not a parent!

Finally, when we reached our destination, Spokane, Washington, the twins' bag (with all of their clothing) and one car seat were missing. It took us over 90 minutes in the Spokane airport to file a claim for these items with Alaska Airlines, with my elderly parents (ages 88 and 82) waiting in tow. Further, Alaska Airlines had had no "loaner" car seat to give us, so we had to drive to Coeur d'Alene, Idaho without a car seat for Alex, which is against the law. The only rational person we ran across that day at your airlines was Jannie Jonker, the customer service representative in Oakland, Ca. Without his help that day we would probably still be trying to get to Spokane.

I am a full time working mother. I take only two weeks of vacation each year. This year, your airlines ruined our trip and the thought of that day still causes me to suffer great emotional distress. I am absolutely appalled at what happened am still not sure that you had any legal basis for removing us from the plane.

I flew from Spokane, WA to Portland, OR on July 5, 2005 on flight 2359 at 6:00am in the morning. The flight lasted approximately 1 hour. I went right to work, and then when I got off work at 8:30 pm I unpacked my bag and went to bed. Got up and went to work. After I got off from work again, as I was unloading my groceries into my refrigerator, I noticed film in my refrigerator, and went and checked around my house for my camera, and it is nowhere to be found. I remember taking it with me, cause we had friends over at my girlfriends house. I believe that my bag was opened between Spokane and Portland.

My complaint is that I get tired of delays on flight from Anchorage to Bethel. It seems that everytime there is a mechanical problem on any Alaska Airline jet, then Bethel is the one that ends up with the delayed flight; therefore making us miss our connecting flight to our destination. This has happened to me a few times and had to end up trying to find a place to sleep in Bethel because I did not have funds to stay in a hotel. This latest being last thursday, June 30, 2005. We should be given a free ticket or a discount for our next travel for Alaska Airlines making us miss our connecting flights so many times.