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David of Anchorage AK (07/22/08)
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.
Craig of Ferndale WA (05/30/08)
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.
Shirly of Milpitas CA (05/24/08)
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.
Patricia of Seattle WA (03/01/08)
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.
Rosalie of Victoria OTHER (01/28/08)
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.
Brian of Douglas AK (01/24/08)
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.
Jillian of Great Falls MT (12/18/07)
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.
Passenger of San Francisco CA (12/04/07)
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.
Christopher of Wasilla AK (11/26/07)
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?
Jean of Bow WA (10/05/07)
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.
Merrily of Bellingham WA (10/02/07)
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.
Diane of Bothell WA (03/21/07)
Today I finally received a response from Alaska. They were incredibly apologetic and also provided an electronic comp for our problems.
Diane of Bothell WA (03/16/07)
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.
Mark of Tucson AZ (07/19/06)
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.
Rivka of Anchorage AK (05/28/06)
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.
Robert of Corona Del Mar CA (04/30/06)
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
Michael of Pasadena CA (04/23/06)
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?
Christy of Seattle WA (04/12/06)
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.
Pamela Currie of Derby UK (02/11/06)
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.
Pat of Allyn WA (01/25/06)
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....
Edwin of Renton WA (08/26/05)
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?
Claudia of Newport Beach CA (08/21/05)
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.
Rick of Portland OR (07/07/05)
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.
Lillian of Mekoryuk AK (07/06/05)
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.
Kim of San Clemente CA (5/31/05):
I had a very unfortunate situation with Alaska Airlines on May 28, 2005. I was booked on flight 355 out of SNA-Orange County heading to Oakland, CA. My flight was scheduled to leave at 7:15 a.m. I arrived at the airport and hour and fifteen minutes before the flight. The redcap outside the airport for Alaska Airlines for some reason could not check me in for the flight or my baggage. He directed me to the counter inside the airport. I went in line at the ticket counter and when I got to the counter I was rudely directed to another line. Finally around 6:20 a.m. I was checked in and my luggage was placed on the belt to the plane. That is 55 minutes before their posted schedule departure.
Security was a very long line. It took 45 minutes to get through security. I finally got out of security at 7:08 and ran to the gate. I got to the gate at 7:10 a.m. and my 7:15 flight had already left. I missed the flight along with 6 other people. The supervisor was incredibly rude to everyone and kept saying we were late when in fact the Alaska flight left early. The supervisors admitted they knew security was a problem and knew I was checked in 55 minutes prior to take off and they were careless and left 7 people behind. Other airlines knew the situation and held the flights for their customers. Why would Alaska airlines post a schedule and not follow it? I was not late for my flight their airline left early on a Memorial Day weekend.
Also, they allowed my bag to fly to Oakland and back with out me ever being on the plane. I think that is against FAA policy.
Andrea of Aidrie Alberta, Canada (4/8/05):
On April 3rd my boyfriend and I were on our way home from LA to Vancouver BC. We flew American Airlines from LAX on flight 338 to San Fransisco where we were taking a connecting flight to YVR through Alaska airlines (flight 685). When we arrived at YVR after our delayed flight from San Francisco I found that one piece of my luggage was missing. We went to the customer service desk and the rep there gave us a baggage claim sheet and said that the next flight from San Fran was coming in at 10am the next morning and that my luggage should be on there. She said that someone will be phoning the next morning to confirm that we would be home to deliver the luggage.
The next morning (April 4th) we still had not received a call so we called them, only to find that we could only leave a message and not talk to anyone. We received a call later that afternoon letting us know that my luggage would be arriving at 5:30 pm April 4 and that it would be delivered around 7pm that same night. We confirmed that we would be home at that time. We receive a call later that evening stating that the luggage would be delivered between 8pm and 11pm April 4, because the delivery service was extremely busy. We confirmed that we would be home between that very broad time span.
When the bags still had not come at 11:15 we phoned the number that we had gotten off of the call display and talked to an Alaska Airline rep that said that she would phone the delivery service and get back to us. She got back to us 10 min later to let us know that the bag would be there in half an hour. The bag did not arrive until 12:30am April 5th. This was very inconvenient for not only us but the people that we were staying with. I was not pleased with the inconsistency of the phone calls that I received from Alaska Airlines. I do understand that luggage does get misplaced at times, in fact it happened to me before through Westjet, only that they tracked the luggage while I waited and it was delivered to me within 3 hours, not 27 hours that I endured with Alaska Airlines.
Sue of Thousand Oaks CA (4/7/05):
We endured a 30-1/2-hour ordeal to complete a 3-hour flight. Flight 271, Puerto Vallarta to LAX, was supposed to depart Sunday, April 3 at 7:05 pm. We boarded, rolled down the runway and just as the acceleration was at its peak, the pilot slammed the brakes on. Apparently a warning light had come on so he aborted the take off. The fast braking caused the rubber to burn off the tires and we had four flats. All this was fine. Nobody wants to fly in a plane that's not ready for service.
However -- this began a 27-1/2 hour nightmare of a delay -- 15 of those hours were spent sitting in that airport with not enough seats, so we were on the floor. Alaska put everyone up in a hotel the first night after hours of sitting around. We were given vouchers for $8 each for a meal. Bottles of water were $2 each! So this did not cover meals. We were given prepaid phone cards to use to call our families and workplaces. The cards were not usable in the hotel, and as we arrived at the hotel at 11 pm, there was nowhere else to go.
The next day we were instructed to board a shuttle back to the airport at noon for a 2 o'clock flight. We later learned that it was really a 5 o'clock flight and figured that check out time at the hotel was noon and the airline just wanted us out of there. The 2 o'clock flight that became 5 o'clock flight, then became a 6 o'clock boarding time for a 7 o'clock flight. All of these flight times passed and all the time we could all see the plane sitting out on the runway exactly where we had deplaned the day before with parts on the ground all around it.
We had all missed a day of work, the kids had missed a day of school, everyone had their stories -- missing job interviews, auditions, opportunities and reputations were being lost. Alaska refused to get us a different plane. They refused to offer passengers on other planes money or vouchers to give up their seats and let some of us passengers who had already been stranded for a whole day fly. They kept telling us 20 more minutes, then 30 more minutes, then they said there were paperwork and legal issues with moving the plane. Eventually they were dealing with an angry mob, and we were told that the plane probably wouldn't fly that 2nd night either and we would be shuttled back to the hotel.
In the manner of a small miracle the plane finally did board at 10 pm and took off around 10:30 pm. We arrived in LAX at 12:30 am, thirty and a half hours after our original flight time!! When I take my car to the mechanic I can't afford to sit and wait there while it's being fixed. You drive another car and come back after the work has been completed. Alaska Airlines forced us to wait for that plane only. When other options were suggested to them by passengers we heard, "That's a good idea, maybe we should do that. I'll mention that to my supervisor." But nothing changed.
Hannah of St. Thomas AK (3/26/05):
We were flying from Miami FL to Seattle WA. And the flight attendant tripped while carrying HOT COFFEE to another passenger also flying in FIRST CLASS. I was wearing shorts and the HOT COFFEE burned my right ANKLE and lower side of my OUTER LEG. The flight attendant brought me ice wrapped up in a cloth to put on my burn; I had her take the cloth and get it wet so the cold of the ice was stronger. Since I was burned in many different places, she came to bring several different cloths with ice in them. Once the ice was covering the burns they still hurt but not the unbearable pain.
The flight attendant reported the accident to the captain and he told her that they would have the airport medics meet us when we landed. The paramedics came onto the airplane and checked the burns and wrapped bandages around my leg. The flight attendant told me that someone from Alaska Airlines would be calling me to check to see how I was, and at that time they would compensate me for the injury.
I did not go see a doctor (though now I wished I had) because the paramedics told me how to take care of the burns. You have to understand a few things about me: I'm not one of those people that like to sue people. I actually despised the kind of people that sued others for profit. But now I really do understand why people do, so the next time something like that happens I will be at the DR. in a heart beat.
Living in Alaska, I have learned to take care of many different injuries. Even at age 9, I had ripped my front of my foot open on our barbwire fence, it became infected and I knew how to kill the infection, with HOT WATER placed on the wound over and over. I did this by myself. So you see why I did not see a Dr. after the burns. I was at my Dr. the other day for a physical and she asked me what had caused the scars on my right ankle and lower outside of the right leg. I told her and her words were, "I HOPE YOU SUED THEM, YOU MUST HAVE REALLY BEEN BURNED BAD TO LEAVE THOSE KINDS OF SCARS."
What Alaska Airlines was willing to offer me was "1 Round trip ticket" I asked them to make that 2 FIRST CLASS TICKETS" They then said they would "give me 1 first class ticket". That is not much for the pain the burns caused me.
The burns on my right outer ankle and outer lower leg took over a month to heal. And not they have left these ugly permanent scars.
Lisa of Oxnard CA (12/12/04):
My mother had a flight out of Burbank Airport at 5:00pm. I live in Oxnard CA. We left Oxnard at 2:00. The trip to Burbank generally takes 45 minutes especially when it's on a Saturday. Not a work day. We got stuck in traffic. It was abnormally slow yesterday. We arrived at Burbank Airport check in counter at 4:35. Helen at the front counter proceeded to start lecturing us on being late, I explained to her that the traffic was just horrible. She said, "Well, you should have left earlier". I said, we did leave early, 3 hours early. She said well there is a 30-minute cutoff period. and continued to go on and on about how she should just not let my mother get on the airplane.
I said, "In the time that it has taken you to lecture us on something we are very well aware of she could already be on the plane."
She said "Well, how would you like it if I just don't let her on?"
She had the worst attitude I have ever had the unfortunate experience dealing with. She yelled at the other counter girl right in front of my mother and me, embarrassing the girl. My mother calmed Helen down and said please I'm disabled and we did try our best to be here on time. My mother and I both travel quite frequently and are very aware of procedure. Helen "allowed" her to board the plane. I followed my mother to where she had to go through security and said good bye.
My mother is disabled, she has rheumatoid arthritis and epilepsy. She was staying with me for a couple of weeks due to a family tragedy involving her other two daughters. She has seizures under too much stress. I spoke with her this morning to make sure she got home ok, she said she had to take extra seizure medication.
Aleta of Riverside CA (9/10/04):
My daughter and I flew from Ont.Intl. airport to Seattle on separate days. Every flight we were on was delayed at least 1-1/2 hrs. On the way home on 8/24/04, we flew together and the flight was delayed 2-1/2 hrs. We finally landed at 1:30 AM. We went to the baggage claim area to get all of our luggage. We waited for our last luggage, my daughter's golf clubs and they did not make it on our flight.
I went to Alaska Air's baggage claim to find out about our missing clubs. There were 2 people in the area and I filed a missing luggage form. The employees at the counter said it would most likely show up on the next flight down to Ontario and they will call me on the progress and said that I could drive back to the airport the next day. I called after 10:00 AM like I was told ann left a message at the baggage claim desk. I did not get a reply for 4-6 hrs. I've come to find out I will always get an answering machine to talk to every time I called. I left Seattle on Tue., calling everyday about my missing golf clubs.
In the meantime my daughter did not have her own equipment to practice with to get ready for the golf team. Finally on Wed. 9/08 at 5:50 AM I received a call from Alaska Air baggage claim in Miami telling me that they had my golf clubs. How did my luggage end up in Miami when I'm on the opposite coast?
Lorena of Selah WA (6/15/04):
June 7, 2004 - 7:45-8 a.m. Arrived at Orange County airport to return to Seattle. Checked in luggage. Went through security. Proceeded to Gate 10. Checked monitor for Seattle departure. Not seeing this information, I waited for the representative to become available. After she finished assisting one other customer, she turned to me with a very unfriendly "look" as if to say...yah, what do you want? I explained to her that I had checked the monitor for Seattle departure and did not see it and wanted to make sure I was at the correct gate. She gave a big sigh and said very gruffly, "We have planes leaving every minute." Again, I stated I wanted to make sure I was at the correct gate. AGAIN, she very gruffly stated "Yours does not leave until 9:00."
I said, ok, thank you. She stared at me and said, "Do you want anything else?" I asked, "Will I have time to go to the restroom?" (I did not know where the restroom was located and wanted to make sure I could get there and back on time). She replied (very snidely), "I don't know ... I don't know how long it takes you to go."
I was in total shock!!! It was as if someone had thrown cold water in my face or taken a baseball bat to me. All I could do was look at her. I was speechless. I have never in my life responded the way I did. I very politely looked her in the eye and quite calmly said, "You are quite rude".
She looked at me and said, "Hmmmm, Sorry if I offended you". However...her tone was totally "NOT" in the apologetic manner. I continued to watch this person (Loretta) with other customers and her mannerism was the same...abrupt and rude. I work in the customer service capacity everyday. I am a receptionist for a large company and deal with hundreds of calls and/or walk-in customers daily. I have never, never, never talked to or treated anyone the way I was treated. There is absolutely NO EXCUSE OR REASON for that kind of action.
As I was about to land in Seattle, I casually mentioned my incident to an Alaska Airline employee. She knew exactly who I was talking about. She said, "Oh, yah, that's Loretta".
If customer service is not her best suit, then maybe she should be placed away from customers and put into handling luggage. She can "vent" while she's throwing the baggage and not have to deal with a "live" person!
Judy of San Jose writes (8/3/01):
Today I experienced the worst customer service I have ever encountered from the employees of Alaska Airlines. It all started because I had to change my flight arrangements and did so on August 2 with Alasaka Airlines using their 800 number. I specifically asked if there was going to be an additional charge because of my flight change and the lady over the phone said no. So based upon this information, I went ahead and changed it.
On 8/3 I arrived 45 minutes early to check in for my flight and the service representative, to begin, couldn't find my itinerary in the computer - it took her 20 minutes to pull my information and so I asked her if I was going to make my flight and she very rudely responded that "you didn't give me enough time to register you for this flight."
I wasn't checking in luggage so this was a simple registration process. The customer service representative continued to take her time to process me for this flight, about another 10 minutes. Then the customer service representation proceeds to say, "There will also be an additional charge for your flight change which we will discuss in a few minutes." I informed her that the lady that I spoke with over the phone told me that there is no charge for this particular change. She refused to acknowledge what I was told via the phone conversation the night before.
I asked that I speak with her manager and she brought a lady by the name of Carly to me again taking her time knowing that I am close to missing my flight but they obviously were not concerned. I informed Carly, the manager, of my situation in a calm manner - I felt that I wasn't being treated with good customer service by this particular representative, and second,
Alaska is trying to get additional money from me for this flight after I was told by a representative over the phone that there was no additional charge.
THe manager said that this is a policy and you owe $50 for this ticket and so I proceeded to say because I was told there was no charge and have not been charged in the past for this, I believe that the fee should be waived to be consistent with how It's been handled in the past.
I then said the options are to waive my fee or lose a customer that flies AA often for business. She said "we are not waiving the fee" in a very rude tone and she walked away. So rude that the customer behind was going to purchase a ticket to San Jose and decided to go to Southwest after seeing how poorly I was treated.
I understand the policy but what was unacceptable to me was the tone and the way I was treated by both the customer service representative and her manager. I expected a little more professionalism from the manager and a little support. Both treated me very rudely - It was apparent that I am not an important customer to her. Most importantly, this type experience is very common in the Portland Airport. I have been treated wonderfully by the San Jose employees at the front desk of Alaska Airlines, but time and time again I am treated rudely by customer service representatives for Alaska in Portland.
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