Alaska Airlines Reviews

I answered that that wasn't the case and that the problem was overbooking, a lack of personnel at the windows to check the luggage, and bad information by the person who told us to get on the far-left line. She agreed to give us a first-class ticket for the next day, and said there was nothing else she could do to fix this problem. I mentioned the fact that I had been flying with Alaska Airlines since the 1980s, and that I knew for a fact that a compensation was part of involuntary denied boarding compensation. I expected to get a 400% compensation for the loss of time and costs associated with having to reschedule my stay and the people that would be picking us up at the Mexico City Airport. She said to call reservations and to ask for the compensation.

I got Rose at Phoenix, and she said that they were reservations only, that Rocio had done the right thing and had not charged the $100.00 for the change of flight, and that if I wanted to pursue this problem, to go to Alaska Airlines counter the next morning and to talk to a supervisor. Talked with Linda, the next day's supervisor, and she said that she was aware that there had been problems the previous day, but that the airplane had left with about 30 empty seats. She also said to call customer care with our complaint.

On arriving in Mexico City, she mentioned what had occurred to the airline representative, and he said she should have gotten a free ticket as compensation for her problem. As an afterthought, it was observed that this problem affected about 20 people that were on the Mexico City flights that morning; the Guadalajara flight seemed to have proceeded without problem. I also proceeded to ask for names of other passengers, and the names of two can be given.

Come on! I paid full price for my airline tickets and they had no remorse for separating a mother and daughter from sitting next to each other. Poor, poor customer service. I feel I was punished because I booked through Expedia. So disappointed and upset! The airline has no remorse for keeping families together, specifically small children together.

I beg to have them contact Seattle baggage to get it moved, but he told me they can't because they are just customer service and can't contact baggage. The supervisor screwed around long enough to miss my chance. The whole rest of the day continued with their foul ups. It is now 24 hours since I landed. My guests are down in McCall at my condo and I sat here, 1 day of my vacation wasted, $80 in hotel fees and still no skis. If they miss this one, I will have to stay another night. But the good news is they gave me $20 of the $40 they charged me for bag fees because they got one here on time. Oh, and $200 voucher for my next flight! Are you kidding? I'm going to fly you again? Anyone want some vouchers to be treated like crud and miss a chunk of your hard-earned vacation? I know where you can get some cheap! Notice the sign. They will open counter at 11:00 pm. It's 11:30pm and no sign of anyone! But they have a number you can call if you want to talk to no one.

In summary, besides witnessing the extreme disrespect of an elderly Mexican couple, I was berated by yet another attendant for raising my concerns to her attention as a lead. This experience has made me contemplate foregoing travel on Alaska Airlines at all. As an international educator and member of an international educational organization, I am certain that I will avoid traveling on Alaska Airlines pending a response to this letter of concern.

On December 23, 2012, two elderly Mexican passengers (Sara and her husband, Mr. **) on board Alaska Airlines flight 245 called for the attention of Alaska Airlines attendant **. She ignored their request for attention twice. Upon further insistence, she failed to return to the couple to address their request for assistance.

A few minutes later, Mr. ** (elderly passenger) asked for a specific drink as the attendants were distributing drinks to passengers. She turned and admonished him in a demeaning manner not even fit for a barnyard animal. At this point, Ms. Sara (elderly passenger) intervened on her husband's behalf asking for the drink. Her facial expression, body language and tone communicated utter contempt for the elderly couple's request. She replied to the couple's request with a finger pointed at the couple tersely stating "You wait!"

Upon the consumption of his drink and seeing that the attendants were distributing a second round of drinks, Mr. ** requested a coca. The attendant once again ignored his request compelling Mr. ** to repeat his request several more times. After about the fifth time, she turned and demeaningly stated, "Un momento, por favor!" Her tone was both mocking and admonishing. Subsequently, Mrs. ** spoke up in Spanish on her husband's behalf asking the attendant to address her husband respectfully. She dismissed Mrs. Sara's plea and after about 30 seconds simply walked away never offering any response.

Seeing no one on the airline's staff addressing the matter positively, I asked to speak with a supervisor. I was informed by another attendant, **, that there was no supervisor on board. He did advise me that there was a lead attendant. I asked to speak with that person. After about ten minutes, the lead attendant approached me. I proceeded to explain my observation of the incidents in detail to her. She did not allow me to finish. Instead, she interrupted me by creating a rationale and excuse for the attendant's actions.

Additionally, she accused me of instigating the issue and working up the elderly couple. I insisted that the attendant's tone and demeanor appeared to me to be racist. Again, she interrupted me stating she had personal knowledge of her (attendant), she was not racist. I insisted. She simply listen to me and my report. She insisted upon accusing me of instigating the issue and of having a problem. At this point I stated to her that I no longer wanted to speak with her because she refused to listen and insisted upon creating alternative scenarios despite the fact she did not witness the incidents.

At this point, she turned her attention to the couple. They proceeded to tell her in Spanish their complaints. She did not understand Spanish. I began to translate for them. At this point, she placed her hand upon my hand and accused me by stating, "You see what you are doing? You are the one creating this issue. Why are you working them up? What are you telling them?" I directed her to stop touching me and to get away from me as I feared she would accuse me falsely of some act that would further violate my rights to peace and tranquility on my flight home for Christmas from a long week of work in Mexico.

Finally, she stated she would get a translator named **. Yet, the translator never interviewed the couple or myself. I believe that both the ** couple and I were treated in a discriminatory manner due to national origin as expressed through the use of the national language of Mexico. I believe the couple was additionally discriminated due to their advanced age and difficulty due to possible hearing impairment. I know that we were all treated in an unacceptable manner inconsistent with the stated mission and policies of Alaska Airlines. As an added insult to injury, the lead attendant then began to secretly read my letter quietly standing behind my seat while I typed in complete disregard for my right to privacy as a passenger of Alaska Airlines. As I finished typing my letter on board the flight, I turned behind me to see her smiling in a mocking manner staring straight at my computer laptop screen. When I asked her "What are you doing?" she simply looked at me then walked away.

At this point, I became very seriously concerned for the safety of my person and belongings aboard Alaska Airlines. I feared discriminatory treatment by other attendants or airport personnel as I exited the Alaska Airlines vessel. The lead attendant then approached me as I traveled to the airplane lavatory for personal need. She asked if I would care to speak with her over coffee near the pilots' cabin. I said that I would after I used the lavatory. Upon exiting the lavatory, I asked her what she would like to speak to me about. She proceeded to inform me that I was entirely wrong to construe any actions I witnessed or experienced as being motivated by racism.

At this point, I advised her that I was no longer interested in discussing this with her and thanked her for the offer. I returned to my seat. She followed me to my seat and insisted I speak with her near the pilots' cabin. I repeated that I did not want to speak with her anymore and asked that she leave me alone. She continued to insist and dropped to her knees in the center aisle. I asked her if she understood the word harassment. She said she did. I informed her I considered her actions harassment. She continued to insist I speak with her. I turned to the passenger next to me across the aisle and asked him if he understood I was asking her to stop harassing me and leave me alone. He indicated to me he did. She then asked this passenger, "Do you speak English?" The passenger indicated he did. Finally she left me alone for the rest of the flight as only 15 minutes remained.

The crews actions, and the lead attendant's in particular, draw great concern. Not only were their original actions insulting, but the crew's response to a passenger's complaint indicates abnormal behavior in a sensitive and contained environment. Her actions, above all, created consternation among the passengers around me and singled me out for attention in a negative and belittling way. Given the level of authority and responsibility attendants have while in flight, I fear a future act of discriminatory violation of my civil and legal rights as a passenger. I urge thorough action and prompt response to my concerns.

At that point, I said to her, "We are the customer," and she should be able to accommodate us with our child, since the flight was not full. She was extremely rude and disrespectful. I told her that I was not happy and she invited me to grab the Alaska Magazine and that inside of it there is a "complaint card". Finally, the supervisor (Nestor) was able to accommodate us since it turned out that the lady who had occupied the seat in the row that was assigned to us was in the wrong spot. My husband had originally asked the lady but she did not respond, therefore we decided to have the flight attendant handle it.

I personally was extremely disappointed, as we have used Alaska for so many years as our "preferred airline" and we have expected a much better customer service with our little one. Once the flight took off, the flight attendant was so loud and obnoxious since she knew that I had expressed our disappointment to Nestor. She was acting like a very immature and unwise human being. Moving forward, I really hope Alaska Airlines will have more family-friendly flight attendants as in our next flight where will be using Virgin America, since we heard how friendly and nice the flight attendants are!

I felt discriminated and humiliated by this flight attendant who obviously does not have good customer service skills. I am Mexican and to bring race/ethnicity into a simple question offended my girlfriend and myself. We felt targeted and discriminated by Maryann. Then as those mixed emotions came to me, she tried to cover up after she realized her tone and message was disrespectful. It was upsetting and shocking that there we sat and yet we couldn't ask for a Corona because we were "not in Mexico"! Coronas are served in the US and internationally, so why were those words and country that I am obviously from used toward us? Because we are Mexican?

I am appalled by the service we received from your airline. When we asked another flight attendant for Maryann's name, she interrupted our conversation asking why we wanted that information, once again very rudely. We explained to her how we felt, and then she walked away. She then returned and after apologizing, she began to tell us Maryann was joking. An apology was fine, but for this flight attendant to falsely apologize and to make excuses for Maryann was not the way this situation should have been approached. Joking about racial profiles is not appropriate. It's very serious! Once again, we felt upset and disrespected by the service and the way they managed their flight attendants.

Prior to taking this trip, my girlfriend and I where debating on which airline to fly with. We usually fly with Hawaiian Airlines but we felt like we should switch it up a bit and try a different airline. We heard all these positive comments from other people about Alaskan Airlines on how it's not so bad, and if we wanted to save a few hundred dollars, then Alaskan Airlines was the way to go. Alaskan Airlines is one of the biggest competitors for Hawaiian Airlines so we decided to take our chances and experience it for ourselves. This flight that we experienced was not what I expected and I would not want to go through this experience again in the near future. After this horrific experience, I have no plans of traveling back with this organization in the near future. I hope no one has to go through this horrible experience again. Alaskan Airlines really disappointed us and we hope this is prevented from happening to anyone else.

So after that point, I tried to use the computer but it would not allow me to do so. Then I heard someone from Alaska Airlines calling my name on the PA system and I tried telling the TSA people to please let them know I was here and trying to get my ticket printed, but they said they couldn't help me. Once my flight left, a lady finally showed up to the Alaska counter with the initials **. She very rudely said she couldn't help me and that I would have to call the reservations to reschedule my flight. I was upset and as I started to walk away. I turned back around to see LAR and another Alaska employee laughing and making fun of the fact that I could not get on my flight (because no one was at the counter!).

So I called the reservation number and eventually spoke to a manager who was very rude and condescending to me as well. She said the only way I was going to get home at this point was if I paid an additional $251 even though I argued that no one was at the desk 40 minutes prior to the flight. This woman did not care or even listen. She said that's because I tried to get a ticket in the lobby computer at less than 30 minutes before the flight (which was long after I had been running around everywhere trying to get help!). This manager was making up her own story of what had happened in the airport to justify charging me $251 and then telling me that was the way it was going to be... too bad! (In addition to leaving me on hold for 30 minutes for no reason!)

The next day, when I took the same exact flight, ** was at the desk (as she should have been the day before!) even within 30 minutes to the departure time. Had she been where she should have been the day before, I would not have missed my flight! I have requesting that Alaska Airlines return the $251 that I was charged to fly out the next day, but they have refused.

I have never heard of anyone being treated so rudely. She was booked on a later flight and told that if she is not at the counter 90 min. prior to take off, she would be turned away. In all the years I have flown, I have never heard of this kind of customer abuse - to have your boarding pass in hand, with only one bag to check and 50 min. before take off with a very short walk to the gate and then be told that you're too late and too bad. Leaving my 16-year old granddaughter stranded is not acceptable.

I boarded the plane with him in my lap and was soon asked by a hateful flight attendant to put him in his carrier under the seat for take off. I am fully aware this is the procedure for safety purposes and said I would comply. I did not understand what she meant at that very second. She then stopped again and was very rude to say, "He has to go under the seat this minute." I said okay and put him and the carrier under the seat. After we were in the air and they announced the captain has turned off the seat belts sign and you were free to remove your carry-ons from under the seat and overhead, I took the dog & carrier out leaving him in the carrier. I could talk to him and calm him down even though he was still in the carrier.

Guess what? The attendant was there in a fury and demanded I put him back under the seat for the duration of the flight. I paid $100 to take this little guy with me and I have no idea why, as long as he was contained that it would pose a problem. All the attendants I dealt with on this flight were rude to the extreme. The lady in the seat with us also commented that it did not seem right that I could not hold the carrier with him in it. I think the attendants need to be taught some customer service techniques.

I thought that was humiliating until our return, flight 132, Anchorage, AK to Portland, OR, 12:55 am on 6/27/12. The ticket agent was very good but no wheelchair until all ticketing was completed. Upon boarding, everything seemed to go well until a flight attendant spotted my oxygen and then the humiliation began. I had it placed on the floor between my feet and my husband's. Wrong! They demanded my oxygen be laid down and placed under the seat. I tried to explain that doesn't work well, laying down as it needs to draw air from the room to concentrate to oxygen. She left and shortly returned and said if I couldn't make room under the seat, then the dog would have to go in cargo. Still, she could not get the fact that the whole unit would not go under the seat.

She left and came back with more attendants and at this point, I was in tears, barely able to breath and she was still at me. She even demanded to see my paperwork telling that the unit was approved for in cabin use. How did she figure I had the orders on my ticket if it wasn't right. Finally, my husband said he thought we might/could remove the unit from the carrier and stand it up under the seat. What happened with that is, there is so little air circulating under the seat that the unit kept alarming because it wasn't getting enough air to make concentrated oxygen, causing me to just barely have enough oxygen to complete the flight.

These people made my flight a nightmare, the stress making it very difficult for me to breathe and I plan to contact the advocates for the disabled. I was humiliated and discriminated against for having a breathing disability. Flight attendants for Alaska Airlines are the worst I have ever encountered.

In April, I made reservations for a flight to the east coast in June. I chose seats in row 12. I went in the day before to print out boarding passes, and saw that they had moved us to row 27 middle and window. I had chosen aisle and middle. I called and got no satisfaction from the service rep. I was told the flight was full and there was nothing they could do. My comment was, this is the second time in just the last 6 months that this has happened. And if I had wanted seats in the back of the plane, I would have booked them. I can see seat assignments maybe changing a couple of rows forward or back, not 15 rows. It may be time to re-think travel arrangements.

So we booked our flight on May 24th, 2012 on Expedia.com and itinerary number **. We purchased 4 tickets and had one infant in seat. We paid a total of $3459.60 for 4 passengers and 1 infant in seat. Expedia booked us on American Airlines confirmation #**. We were flying from Seattle to St. Thomas as our final destination. We would be departing Seattle Tacoma International Airport on 10:15PM on May 26th using Alaska Airlines confirmation code #**. We got to the airport 3 hours early, paid for to drop off our car at Wally's Self-Parking.

We got to the airport, we had to wait in a long line for Alaska Airlines to check us in. Apparently, they booked us in row 18 and this was behind exit row and we had an infant and a child booking so they had to move us. That's fine, we checked in, paid for 2 large bags $40 and gave them also 2 of our car seats as check bags. We passed through TSA security line fine without any problems and ate a little and were on our way to the gate. As soon as we got there, I got a stroller tag for our 1-year old and there was an option to upgrade to 1st class to passengers, so I booked my wife and mother-in-law along with our infant in seat there. Me and my 3-year old son were then moved to row 23, when we had originally confirmed seats on row 18. But by the time they were making changes, the seats disappeared.

We got on the plane okay. My wife and mother-in-law took their seats all okay and me and my 3-year old took our seats in row 23 without any problems. The pre-boarding was fine and my 3-year old was on my lap playing his iPad and everything was okay, time was about 10PM. Everything was going on as supposed to be. Then, the stewardess got on the microphone and said everyone needs to turn off their electronics, tray tables up and everyone in their seats. My 3-year old wanted to sleep already so he began to slowly start to cry and make noise. It was his first time on the plane where he has his own seat and not together with his dad so unfortunately, he got scared and little bit cranky and loud.

The stewardess came by. He was still crying, tried to give him some cookie and snacks, but he was still crying and not wanting to sit by himself. I did get him in his seat and he did have his seat belt on, but he was crying and was trying to get out of it. I was holding him together close to me to quiet him down. He was not able to quiet down, so the stewardess had moved the aisle passenger to a different open spot on the plane and they asked my wife to come down to our row and sit together with us. As soon as my wife came, gave him his pacifier and opened the magazine, he stopped crying, but he was still sleepy so he was a little bit cranky. But he was fine and quiet, just making small going to sleep noises. The time was about 10:09PM already. So as soon as we took off, we were planning on putting him to sleep.

During this whole time as my wife came, he was quiet in his own seat with seat belt on and acting normal but sleepy and wanting to sleep, which is normal for a 3 year old child. All of a sudden, I heard the stewardess come up to us and tell us that the captain has made a final decision, to kick us off the plane because my 3-year old was being too loud and crying. That's the last of it we heard, the plane had already taxied off from the gate for about 50 feet at this time. Since my kid was quiet in his seat with seat belt, I didn't think there was a problem anymore and we will be departing shortly. About 5 minutes after this, the plane started moving, which I thought was great. Unfortunately, the plan was moving back to the gate and that's when my fears kicked in.

As soon as the plane touched the gate, they opened the door and an Alaska Airlines representative came in to our seats and told us that Alaska Airlines is kicking us off the plane because the pilot deemed our child not safe to fly because he was crying and making noise. I asked him to reverse the decision please, our child is fine and quiet and he is not making any noise and we're fine. He said no, the Alaska Airlines pilot has made a final decision to kick us off the plane because our child was too loud. I asked maybe 5 more times for them to reverse the decision because my child was quiet and not a threat to fly. He said no, the pilot has made the final decision to kick my party of 5 people off the plane because my child was too loud and I guess it was dangerous to fly with a child on the plane who was too loud sitting in his seat with his seat belt on.

Throughout this whole ordeal, I was very angry inside and I had many thoughts what to do and what to say because this was totally unfair. But I'm a frequent flyer and I know that anything you say on the plane, to anyone, steward, pilot, anyone, is a Federal Crime and it's a felony. I kept my mouth shut, didn't say a word and did what I was told. I knew deep inside that this was unfair and not right to do, but I could not say anything as I was already mad and just didn't want extra issues to come up. So me, wife and my 3-year old grabbed our stuff, moved up, met my mother-in-law in the first class with my toddler, got our stuff escorted by Alaska airlines representative and got off the plane quietly. They were kind enough to give us our stroller back.

We got to the ticket counter. They offered to rebook us for the same plane, same crew, same route, same airlines. I said no, I'm not flying Alaska Airlines again because of this mess. I told them to give me my 2 checked bags and my 2 car seats and rebook us on a different airlines. He said no, he cannot do that. There was another flight leaving at 12:30AM on Delta, much more bigger and respected airlines. He said no. I said, "What about my bags?" He just issued us tags, gave us number and claim, and said wait for a few days and someone will call you. They might come back in a few days from Miami or maybe a week or so from St. Thomas. He said they will refund us the bag fees, upgrade fees and our full ticket amount.

I did not get any bag fee refund and upgrade refund or our full price refund. They kept on telling "Since you booked on American Airlines using Expedia, just call them to cancel." We said Alaska Airlines kicked us off the plane, we want you to refund us. He kindly said I have to call American Airlines and get my refund. He also said if they do not refund me, just file a charge back with my debit card from Bank of America to get my money back and they will make a note in their system when we file a charge back against American Airlines, then Alaska Airlines will approve the full refund. We called Bank of America on Sunday, they said they can't refund. American Airlines has to initiate it.

We called American Airlines. They said no way, they don't have a policy for kicking off noisy children off the plane and they were not going to give us full refund. Please take it up with Alaska Airlines. The American Airlines rep said Alaska Airlines had no right to kick off our family of 5 off the plane, it's nowhere in the rules and she said they have had many incidents like this where there is a noisy child on the plane, but does not give the pilot to kick our whole family off the plane. So right now, I'm here on Sunday, back hope, very angry and mad and don't know what to do. Our hotel tickets in St. Thomas are wasted money, no one wants to refund our money for Alaska Airlines' mistake of kicking us off the plane because we had a noisy child. I'm really frustrated and don't know what to do. Vacation and summer ruined and no one seems to care about us.

There was so much planning involved, expenses included and right now it's ruined and I'm sitting home, feeling angry at myself, feeling I made a mistake and ruined our whole vacation for my family. My recommendation, don't fly Alaska Airlines if you have children. If they make a noise, cry, act like kids - beware. You will get kicked off the plane and you will lose time, money and your patience with these crooks. Do not fly Alaska Airlines.

I have searched for anything sent from Alaska Airlines about checking in or confirming the flight back then up until now and there was nothing sent giving me any info about the flight. So long story short, I had to work the day of my flight. I worked later than expected and arrived at the airport approximately 40 minutes before my flight. I am not a traveler except by car and do not know too much about airline rulings. I had to read the literature about what can be taken on board. Even people I work with said that they were sure that I would be fine at this small airport.

Well I no longer walk to the kiosk when I get a message stating that I need to speak with the desk and I am told that my seat was sold to someone else awhile ago because I am too late. I repeated multiple times that I did not know about check in rules. It was 6:15-6:20 and there was no one at the desk but me. So I took out the paperwork that I had printed from Orbitz. I have read every term and condition and there is absolutely nothing about check in cutoffs. I was basically told too bad snooze you lose, so no exceptions were to be made, not one person behind the counter cared.

Ironically, another gentlemen came in during this conversation got quite angry crumpled up some papers and threw them on the floor and walked out. I know why now. The worst part is that I was nearly on my knees in tears begging for an exception and the supervisor on shift did not have any type of compassion or seemed to sincerely care. In fact, she was rather a smug standing there making sure to let me know she had the power telling me in fact that I was now the bad person. This is because I could not understand how a company can feel ok about doubling their money at the expense of people who have "lives happen".

It was also very upsetting to have spoken with other persons from Alaska Airlines at the boarding areas at both airports here and my destination tell me that they will wait until 10 minutes before the plane is to leave before confirming a standby ticket can be given. I know this too from having to go to the most wonderful customer service company "Southwest Airlines" who went the extra mile to make sure I got to my destination. I had to wait until 10 minutes until flight time and was given a standby ticket not from a traveler who is still in the airport wasting time still standing at the check in desk but because of a sudden family emergency. I felt bad for the person but at least it was not given to me 40 minutes early.

Things happen to people that are out of their control and I was one of those people. I was not just hanging out not caring about making it or not, I was working. I do not work shifts so I do not get to go until the work is done. Someone could have been on their way after having had problems and not because they just seemingly get to the airport late.

By selling a ticket out from under a person while they are still standing in the airport begging for it is just beyond words. What happened to customer service people at Alaska Airlines that they have completely forgotten that the only reason they are working there is because of people, no customers no work. Who would have made it in plenty of time to the boarding area? It would have taken 5 minutes to get through security. I got through security at a much larger airport on my way back today in 10 minutes very big line went very quickly. I should have had a chance to get to the boarding counter.

I will never forget this and will make sure that I report the terrible way it was handled. Bad news travels faster more than good news. I work in a medical profession where a lot of colleagues choose to travel for education once to twice yearly to keep licenses current and they sure are appreciative that they can skip this kind of a very unfortunate situation by traveling with a company who actually seems to have their customers’ best interest at heart.

I wish their company could have acted professionally and done the right thing. I would think that a company who is prospering and successful would not have to lower themselves to what seems to be tactics to make money.

3) Clerks forgot that they work because of people not the other way around and I am not being unreasonable, I have been working with persons of all ages since I was 15 yrs.

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!"

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.

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!

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

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.

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.

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.

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.

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.

She was telling her what she should and shouldn't have done regarding her flights. Moreen ** was horrible to this almost fragile lady. It was like watching a bully beat up on an old lady. When I pressured the lady who was helping me for her name, she said, and 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 there likes dealing with her, and are intimidated by her because of how she talks to you. I wanted to talk to her to let her know that's not how you should handle that situation, but I was actually afraid of her. It's sad that when you travel you have to witness such abuse. Moreen should take classes on communication if she intends on being a supervisor.

So we pulled the 2nd bad out of the way and started to head for the car to grab the 3rd bag which we intended to send it by USPS. They start holla at us to come grab the first bag. The MVP ticket agent actually came tracking us down holloring and screaming we must come get the 1st bag (which was already over the counter in their hands). Saying we deliberately acted like we didn't hear them calling for us (which was true because, we were already annoyed on how they were treating my dad (MVP member and flying 1st class). I told them I don't give a flying ** what they wanted, and of course we were ignoring their demands while we went to grab the 3rd bag.** if you're going to be charged $50 for 8Ibs over you might as well send a full 50Ibs bag and get charged $50.

Now we are ready to check in all 3 bags, I told my dad he might as well go to the regular line since he wasn't being treated like an MVP member flying 1st class. At that point I think they actually realized their mistakes tried to be nice to my dad and only charged him $20 for the 3rd bag. Not once did they apologize to him for the hassle. I mean it was 8Ibs they were crying about.

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 knows what they did was unprofessional and they should at least 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 manner.

We have never complained or had ever complained about anything, especially when it comes to service by Alaska Air. Our family have been loyal passengers of Alaska Air for many decades, hence my dad being an MVP member and will always be an MVP member till the day he dies. But this situation small as it seems got out of hand. It takes a lot for us to be angered. 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 ** for hassling an MVP or 1st class customer, I don't care if it’s 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.

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 CSR’s 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.

She phoned reservations. Ironically, she had no direct line through to a representative and waited on hold for at least 10 minutes. Denise explained the situation to the very surly, argumentative CSR and then handed the phone to me. This particular representative must have been straight from law school and insisted I reread the contract that I agreed to and signed. She was right. I hadn’t read every line of the contract and knew I was liable for additional fees.

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 (that’s $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.

Where does this leave me? Upset still. On the day I was scheduled to return, today, I am shaking because the company cared more about money than my pleas for compassion. My early return was unexpected and unwelcomed, but I had few options. All I wanted was to use my return ticket for June 14, 2010 to fill an empty seat on a plane already going to Denver to return for job interviews.

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 don’t 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.

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 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

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!

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.

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.

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. I should not have to pay for that. I should have been given a phone call and an announcement over the intercom about the flight's cancellation.

This is absolutely unacceptable. It is not my responsibility 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." Well, you are responsible when you cancel the flight and do not inform me. I will be traveling back and forth from Santa Barbara to Sacramento at least once a month. If you want my business, in addition to my refund (that I have to wait 2 weeks for), I need my super shuttle ride reimbursed as well as a credit for a one way voucher from Sacramento To Santa Barbara.

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 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 **.

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 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 okay and someone would come get me when the plane was getting ready to board. I thought okay, 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 mine 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, "This girl is ** 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 I finally processed what she said, I almost slammed my hand on the desk and screamed at her. Instead, being the wimp that I am, I said, "I’m not **, 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 ** and annoyingly asking me how my day was and where I was going. I, 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 ** came up and asked to use my phone...yay! I felt normal again. That lasted about a minute until the girl 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 ** 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 ** 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 girl 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 because 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, you’re screwed. That 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 ** person.

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 they changed planes and it was broken. This was at 4:30 pm; I had been trying to get home since 2:00 pm the day before, 26 hours! The agent at the ticket counter suggested, I find another carrier. She offered no help and all the staff was generally discourteous.

The next day, I called the customer service relation who was untruthful in too many ways to list. She said, "this is consistent customer service"! Moreover, she offered me $100 off on another Alaskan ticket. That's double of what we would normally offer for a four-hour delay. The week before my flight, I had gotten my cast off from a broken foot and was not only made to walk some 2 miles to the other airline but also penalized for originally coming up to the ticket counter 10 minutes before my scheduled flight. I spent over $500 on a new ticket, hotel, and food. Alaska Airlines has this swindle down to a science. Buyers beware!

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. Economic consequences: night in Chicago; room and food, $400; new plane tickets, $700.

I will be arriving one day later than the rest of my party, I will still have to incur the hotel cost for the missed night, and in order for me to book the same itinerary using a different carrier, will cost an additional $500-$600 (not including taxes and fees).

This time I was next to the gate 30 minutes prior to take-off 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 ** have been at the gate not running in late. They were rude and demeaning and unaccommodating when I told them I had been at the gate and they hadn't called. I’m 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.

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.

He was very cold and unfriendly. He continued to quote policy, and refused, after me practically begging for a break to do anything. We are writing a letter, in hopes of finding someone with a heart. If we don’t get a 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!

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 International Airport had arbitrarily retracted the upgrade. This woman, Sonya should be fired. I will never, never fly Alaska Airlines again and will make sure others know how rude and abusive that they are!

I had an additional fee for the parking of my vehicle because I was delayed for 3 hours. Due to the abusive treatment that I received, when I arrived at Seattle, I was disoriented and so stressed that I nearly had an accident driving home. I was very sick last night and this morning, due the swelling of my intestines and am having to go to the doctor's this morning for assistance.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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?

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.

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.

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 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.

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

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.

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?

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.