Business Profile

Airlines

Alaska Airlines

Headquarters

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Complaints

This profile includes complaints for Alaska Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

619 total complaints in the last 3 years.
207 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/29/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a trip online used my companion code .I was unaware of the difficulties to book a child separately. I tried to resolve with online chat help. The person fold me how to correct issue. I explained, tried doesn't work . She says " oh you are right it doesn't pop up no more" She gave me instructions I was like okay I can complete, so got off chat.. I tried to proceed and the issue wasn't fixed. I receive call from very nice lady .. she was on phone with me for about 45 minutes said she was able to get everything updated, she was removing ***** ******* from reservation and updating with daughter ***** *******, it took her awhile, but that was okay at least friendly while trying to resolve! She asks if I need assistance booking flight for ***** and tell her no I can complete online .I try again the previous request was NOT completed. I call again last call back was 48 min wait time, this time 27 min wait . I receive a callback, this time whole different type customer ********************** and BAD. She was EXTREMELY rude from beginning , I explain whole situation again, very rudely says " WELL WE DO NOT DO NAME CHANGES DON"T KNOW WHAT TO SAY" and I am a supervisor! There is nothing we can do I can cancel your reservation, she said I don't know who you talked to there are NO NOTES on your account , once I cancel your account you will have to wait for *** to re-establish your companion code that is BOA not AA. I tell her I am going to cry because there are not many seats on the flight now and I am worried about booking on time. Still she is extremely rude says I mean it may be one of our new hires and I will try to see can talk to them. She places me on hold to cancel trip. Then she comes back on call and hangs up on me no confirmation. When I asked if she had supervisor I could speak with she was even more defensive. Sounds like internal issues and I should be the one to take the abuse. I actually already had a flight booked with delta and canceled for this and I am 2nd quess
Business Response
Date: 07/30/2025

July 30, 2025

Dear *******,

Thank you for your email to the Better Business Bureau.

I understand how frustrating it must have been to face difficulties booking a child separately and the subsequent challenges you experienced while trying to resolve the issue. It is our goal to ensure that our passengers have a seamless booking experience, and I regret that this was not the case for you. I have shared your feedback with our *************** Team to prevent similar occurrences in the future.

Regarding the interaction with our Reservations Agents, I am truly sorry for the inconsistency in the service you received. While one representative was friendly and attempted to assist you, the subsequent experience with another representative was not up to our standards. It is never our intention to provide rude or unhelpful service, and I apologize for any distress this may have caused. I have shared your experience with our *********************** Team for their review.

Additionally, I understand your concerns about the potential cancellation of your reservation and the impact it may have on your travel plans. We strive to offer a smooth and efficient process for all our passengers, and I apologize that this was not achieved during your interaction with us. This too has been shared with our *********************** Team for their review.

I am very sorry to hear that the hold and callback times for our *********************** were so long. At Alaska we believe there is never an excuse for poor service. While we understand the importance of providing quick, convenient service from our ***********************, holiday travel, inclement weather and staffing shortages can cause long hold times. I can assure you that our *********************** team makes every effort to offer fast, friendly service and I apologize that we did not provide that for you.
As a customer ********************** gesture, I have included a Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to ******************************************************* and enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at ***********************.

******* ******, Discount Code ECSR75CGGJK1293170, in the amount of $75

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 07/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
Date:07/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a first class ticket and it has just been a disappointing experience from start to finish. You get promised a good seat., Access to shorter lines, good service on the airplane and when I booked, it promised me access to the sky lounge.What have I gotten? A free bag. I really lousy, broken down seat on my outgoing flight, no sky lounge on the outgoing flight and on my way back a very rude when trying to go into the sky lounge in *********I went to check in to the sky lounge as I had a lot of time before my flight took off. The lady at the desk was and then told me that I could not come in even after I explained that I had first class ticket. She told me very flatly that only applied two flights over 2000 miles. Never offered an option to pay to get in which I can see very clearly I could do for $30. But it was part of what learn me into purchasing the flight in the first place. Alaska service has gone way downhill, we used to be members and pay an annual fee for your credit card, but the service has gotten so rude and so poor with so few direct flights.There is absolutely been no first class experience here at all and Id like a partial refund. Not a credit because I highly doubt that Id be interested in flying with you all ever again unless it was my last possible option.
Business Response
Date: 07/30/2025

July 30, 2025

Dear *****,

Thank you for your email to the Better Business Bureau regarding your experience on 7/26/2025 and 7/28/2025.

I am truly sorry to hear that you encountered a broken-down seat on your outgoing flight. We strive to provide comfortable seating for all our passengers, and I regret that this was not the case for you. I would like to assure you that your feedback has been shared with our Onboard Experience Team for their review.

On 2/15/2023 a change was made to only allow complementary access to our Lounge when traveling on a non-stop First Class ticket that has a distance of at least ***** miles and if your flight is less than ***** you have the option of purchasing a discounted day pass for $30. This change was made to help prevent overcrowding due to the high level of visits our Lounges have been experiencing daily. I am very sorry that you were unaware of this change prior to booking your travel, that you were not offered the option to purchase a day pass and that our Lounge Attendant came across as rude when advising of our policy. Your feedback has been shared with our Lounge Manager in ******** for their review. I have provided a link if you would like more information on accessing our Lounges. *****************************************************************************
As for not being able to access a Lounge in **********. Regrettably, Alaska does not have any Lounges in **********. I have provided a link to our Lounge locations for your review. Alaska Lounge airport lounge locations and hours - Alaska Airlines
I am disappointed to hear that you feel our service has declined and that you have encountered rude behavior from our staff. We strive to provide courteous and professional service to all our guests, and I regret that this has not been your experience. Your feedback is important to us, and it has been shared with our **************** to review and address these concerns to improve our service.

Additionally, I understand your frustration with the limited availability of direct flights. We are continuously evaluating our routes and services to better accommodate our guests' needs, and your input is invaluable in helping us make informed decisions. Your comments have been shared with our ********************* for their review.

Although a refund cannot be offered, as a customer ********************** gesture, I have included a Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to ******************************************************* and enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at ***********************.

***** *******, Discount Code ECSR125CMGNK461387, in the amount of $125

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 07/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:07/27/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 10, 2024 or within a few days of that date I was attempting to cancel and rebook a flight with Alaska Airlines and was told that they could change my credit to a discount code of $525 to be used for the year. I attempted to use the code twice and both times flights listed on Alaska Airlines with numbers under those names, but the credit will not apply due to it being operated under a different airline. Furthermore, the cities I have tried to book to are listed as cities they serve. I was not told of the limitations of this credit when I received it and I have not been able to book flights several times that are listed as offered by them. I would like a full refund of my flight or a credit that allows me to use any of the fares that are listed on their website since I was not informed of these limitations when I was offered the "discount code" - ECSR525CGMFW005046. Any information about the code was sent later after I was told simply that I would be issued a credit in the form of a discount code and none of the limitations were explained. I am very frustrated and dont believe this is honest business practices as I was left with the impression it was any flight listed as available on the website.
Business Response
Date: 07/30/2025

July 30, 2025

Dear ********,

Thank you for your email to the Better Business Bureau regarding your Discount Code.

I was very sorry to hear that you have had trouble using your Discount Code and I understand you are requesting a refund due to not being told about the restrictions prior to being issued your Discount Code. With that said, I am happy to offer an exception and refund your ticket. A refund will be processed back to your credit card ending in *1001 within 7 business days of this correspondence. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 07/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *******
Initial Complaint
Date:07/27/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 21, 2025, my minor son and I were scheduled to fly with Alaska Airlines from ***************** (DFW) to ******** (PDX) on Flight AS 646 (confirmation: EMLQEF for me, EMFHGF for my son). The flight was delayed multiple times due to mechanical issues and then canceled. We were rebooked on AS 303 for the next morning, which was also delayed several timeseventually prompting us to cancel our entire trip.Despite the full refund we received, we were only offered $100 travel credits per person. This does not adequately reflect the disruption, time lost, stress experienced (especially for my neurodivergent son), or the cost of airport travel, food, and missed family time.I've included a PDF with evidence: itineraries, delay notices, and cancellation confirmations.I am requesting that Alaska Airlines issue more appropriate compensation for our disrupted tripabove the standard $100 creditand acknowledge the poor customer ********************** and logistical handling during this period.
Business Response
Date: 07/30/2025

July 30, 2025

Dear *****,

Thank you for your email to the Better Business Bureau regarding your experience on 7/21/2025 and 7/22/2025.
I regret that flight 646 was delayed and then canceled due to a mechanical issue. Followed by your new flight the following day being delayed due to limited gate space and staffing causing you to cancel your trip. I understand the disappointment when your travel plans change and I am truly sorry for your experience. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.
While you received a full refund for the canceled flights, I understand that the $100 Discount Codes offered per person may not adequately reflect the disruption, time lost, and stress endured. So with that said, I took the liberty of canceling the $100 Discount Codes that were issued and I have reissued two $300 Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to ******************************************************* and enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at ***********************.

***** ******, Discount Code ECSR300CLGBK251346, in the amount of $300

****** ********, Discount Code ECSR300CHGWK251347, in the amount of $300

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 07/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:07/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
8/20/25 It started off with Alaska Airlines completely shutting down every single flight waiting to take off due to a network problem. Its notable that other airline had this problem, and many of us sat there for a long time waiting while nothing ************* forwarding to when they finally got up and I reached we final destination they lied not have one of my baggage.I reported this, I told them where I was on *********** and the lady claimed they could deliver it to me there.I called the next day when I didnt hear anything. 2 days later I get a phone call saying they had it and asked if I could pick it up I said no and they said they would bring it to me.About 10 minutes later I get another call claiming they couldnt bring it to me and that I would have to arrange to come meet somewhere at the ************ ******* was as if they assume I have a rental ****** they have any idea at all on how far my lodging is from the ************? How do they expect me to get there and make the time to meet them?I asked them to ship it to the post office and they claimed they couldnt because they werent setup to do that.When I told them I couldnt meet them at the gate, they quickly told me if I didnt then I have to come pick it up, and claimed I only had 5 days to get it. She said it as if she was strong arming me into figuring out a way to pick it up or they would dispose of itIm sorry, this is your airline, you lost the bag, I dont have a rental car, I cant play your silly games.When they want me to be able to drive to the gate they dont have a solution of how, they just expect it to be doneBut when I say ship it to the post office that is an impossible task to them because we arent setup for that
Business Response
Date: 07/24/2025

July 24, 2025

Dear ********,

Thank you for your email to the Better Business Bureau regarding your experience on 7/20/2025.

I regret that your flight was delayed due to an IT outage causing everyone to be sitting around as nothing was happening due to the outage. I understand your disappointment in arriving to your destination later than anticipated and I am truly sorry for your experience. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.
******** ********, Discount Code ECSR75CHGTG1290951, in the amount of $75

Please see below our response to your baggage concerns.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: 11456665

July 24, 2025

Dear ********,

This is in response to your BBB complaint #********.

Thank you for taking the time to contact us regarding your baggage experience on Alaska Airlines flight #**** from ******** to ********* on July 20, 2025. From what you have described, I can certainly acknowledge that this has been a upsetting experience for you, and I appreciate the opportunity to address your concerns.

Please accept my sincere apology for the inconvenience caused by the network problem that affected your flight and the subsequent delay in receiving your baggage. As our guest, you have every right to expect your luggage to arrive on time and intact, and I am sorry that was not the case for you.

I understand your frustration regarding the delivery of your baggage when you were informed that it could not be brought directly to your location at **********************. Our usual procedure involves delivering luggage to locations that can be accessed, and I regret that this did not fulfill your requirements. The delivery companies we work with do not have access to enter the base, which is why they request that you meet them at the gate. I sincerely apologize for any inconvenience this may have caused, particularly considering the distance between your accommodation and the ************ area. To discuss if any other options are available, please reach out to the Fairbanks baggage service office at ************.

I have shared your concerns with the Fairbanks Customer ********************** Manager to ensure that we can serve you better in the future. We are committed to improving our service and addressing situations like this more effectively.

As a gesture of goodwill for the inconvenience you experienced, I am including a Discount Code for future travel on Alaska Airlines. Please reference the code below at the time of booking. Your Discount Code must be ticketed within one year from the date of this email and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. Complete Discount Code rules and restrictions can be found online at ***********************.

******** ********, Discount Code (eCert code) ECSR100CTGGG1658685, in the amount of $100.00.

We know that this experience did not live up to your expectations, but I sincerely hope you choose to fly with us again soon as I am confident we can prove to you the level of customer ********************** we are known for.

Sincerely,

*****
Central Baggage Service

Reference#: 11456665
Incident#: FAIAS84547501
Initial Complaint
Date:07/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Alaska airlines made me purchase a ticket 20 minutes before my flight for my 9 year old daughter for $827 from anchorage to pdx. My husband could not fly home with us, due to there being a death in the family and him having to stay to help his father in anchorage. my father in law purchased companion fare tickets and alaska airlines said even though we paid for the tickets because my husband was not at the airport my daughter could not fly.
Business Response
Date: 07/22/2025

July 22, 2025

Dear *********,

Thank you for your email to the Better Business Bureau regarding your refund request.

I understand that your husband was not able to travel due to a death in the family and that his and your daughters travel was booked using a Companion Fare Discount Code. You said that after you arrived at the airport you were forced to pay for a new ticket for your daughter. Because the Companion Fare was used to purchase the flights and both passengers were unable to travel, the second ticket was no longer valid for travel. I am very sorry that you were not aware of this prior and for any inconvenience this caused. Alaska's Famous Companion Fare FAQ - Alaska Airlines

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 07/22/2025

Complaint: 23636810

I am rejecting this response because: these tickets were purchased from my father in law. My husband had already had to cancel his original flight and pay extra to rebook. His seat today 29D was re-sold and the same exact seat my daughter was originally assigned we had to pay for again in row 29. This is a scam and taking advantage of the situation.

Sincerely,

********* ****
Initial Complaint
Date:07/21/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 18, 2025, I boarded Alaska Airlines Flight 3462 (LAX to SFO) at 6:30 AM, expecting a timely and professional travel experience. Instead, I was subjected to over four hours of confinement inside an unventilated aircraft, with no air circulation, extreme cabin heat, and zero transparency from staff. We were told repeatedly that departure was imminent just a few more minutes while the reality was that Alaska Airlines was keeping passengers in medically unsafe conditions.The heat inside the cabin became so intense that we were finally forced to ******* at 10:30 AM, not as a proactive safety measure but only after conditions became untenable. We sat in silence with no meaningful updates for hours, and were then told to reboard at 11:30 AM, finally taking off at noon. My full day of scheduled commitments in ************* planned around this early flight was completely derailed.What Alaska offered in response was insulting: a $12 airport meal voucher (expiring the same day) and a $50 credit toward a future flight as if that remotely addresses what happened. This was not a minor delay. This was a gross failure of duty of care, involving unsafe conditions, deception, and total disregard for passenger welfare.This is not just about inconvenience its about basic passenger rights, public health risk, and corporate negligence. I have already submitted a complaint to the ********************************* and will continue pursuing public and legal escalation unless this is taken seriously.I am requesting a full cash refund for this flight and additional compensation for Alaska Airlines failure to provide a safe travel environment, as well as the time lost and physical/emotional distress endured. A flight credit is insufficient and inappropriate.$500 includes the original flight cost and a modest estimate of damages related to lost time, missed obligations, and emotional distress.
Business Response
Date: 07/23/2025

July 23, 2025

Dear *****,

Thank you for your email to the Better Business Bureau regarding your experience on 7/18/2025.

Upon my review I see that you have been in contact with our ************************* Please see their email below.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********

July 22, 2025

Dear *****,

Thank you for your email to *** ********* regarding your recent travel experience. *** asked that I do some research and respond on his behalf. We appreciate you providing a detailed account of your flights from *********** to ************* on July 18 and from ************* to *********** on July 20.

I was sorry to hear about your experience on July 18. When you made arrangements to travel with us, you had every reason to expect that we would deliver you to your destination at the published arrival time. That did not happen, and I sincerely regret that your flight was delayed due to mechanical reasons requiring an aircraft swap. This caused you to arrive in ************* three hours and forty-nine minutes later than scheduled. While we will always strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of achieving reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

Additionally, it was disheartening to hear that Alaska Flight 3353 on July 20, 2025, was delayed three hours and twenty-three minutes due to a late inbound aircraft that was delayed by air traffic control restrictions in *************. Regrettably, air traffic control restrictions are outside the airlines' control; therefore, we are unable to provide compensation for such delays.

It was concerning to hear that you were held on the aircraft for over four hours. I contacted ******* to retrieve the flight report and found that passenger boarding began at 9:09 a.m. PDT, with the flight departing at 10:56 a.m. PDT and takeoff occurring at 11:20 a.m. ***. I apologize for the hot cabin while onboard waiting for takeoff, and I have shared your concerns with the Inflight Managers for their review.

Regarding the lack of communication and transparency during your flight delays, I understand how frustrating it must have been to receive little information. I can confirm that emails regarding the delays were sent on July 18, 2025, at 9:51 am PDT and July 20, 2025, at 6:42 pm PDT to ****************************** which was the email address listed on the reservation. I apologize if you and your travel companions did not see the delay notifications.

The meal vouchers, provided at $12 per meal, are not intended to cover the entire cost of a meal, but rather to help offset the cost while you are waiting. I appreciate your understanding.

After reviewing your concerns about the $50 compensation provided, it was determined that the compensation could be increased based on the controllable events that occurred. That said, I've cancelled the $50 discount codes, and included five new discount codes. Please reference the appropriate code below at the time of booking. To use your discount, go to ******************************************************* and enter the Discount Code into the Discount Code field on the right side of the booking form.

Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. Discount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Vacation packages, tour or contract fares, most discounted First Class fares, and many privately filed fares. Complete Discount Code rules and restrictions can be found online at ***********************.

***** ****, Discount Code ECSR125CMGKC461064, in the amount of $125

*** *****, Discount Code ECSR125CGGXC461065, in the amount of $125

****** *******, Discount Code ECSR125CRGJC461066, in the amount of $125

******* *****, Discount Code ECSR125CQGSC461067, in the amount of $125

****** *********, Discount Code ECSR125CLGDC461068, in the amount of $125

*****, again, I sincerely apologize for your experience. As always, thank you for flying with us. We hope you'll allow us to exceed your expectations on another flight.

Sincerely,

***** C
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 07/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ****
Initial Complaint
Date:07/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im writing to express my deep disappointment and concern over a recent experience that not only caused unnecessary panic but also placed my elderly parents health at serious ******* a long-time loyal Alaska customer, I have always trusted your airline to provide clear communication and dependable service. Unfortunately, this trust was severely shaken during our recent trip. At 4:23 PM, I received a delay notice stating our flight (originally at 8:26 PM) was pushed to 10:30 PM. Relying on this official update, we planned accordingly. However, we were never notified that the flight time had been moved up again. No follow-up message was sent.When we reached the security checkpoint and I happened to check the boarding pass, I was shocked to see boarding time listed as 8:57 PM and it was already 8:49 PM. In a panic, I rushed my parents through security and the terminal, fearing wed miss our flight. Though we ultimately made it in time, my father over 60 years old was pale and visibly shaken. Both of my parents were nearly physically overwhelmed from the sudden exertion. It was an incredibly distressing and dangerous situation.This incident could have been completely avoided with timely and accurate communication. The lack of updates placed our safety at risk and caused significant emotional and physical distress. I am requesting a formal review of what went wrong with your notification system, especially concerning boarding updates, and what measures are being taken to prevent such failures in the future.
Business Response
Date: 07/21/2025

July 21, 2025

Dear Peiying,

Thank you for your email to the Better Business Bureau regarding your experience on 07/12/2025.
I regret that your flight was delayed due to a late arriving aircraft and catering issued. I understand your disappointment in arriving to your destination later than anticipated and I am truly sorry for your experience. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.
I understand how alarming it must have been to receive a delay notice for your flight, only to find out later that the boarding time had been moved up without any follow-up notification. Anytime a flight is delayed we still ask that our passengers get to the airport 2 hours prior to their flights original departure time. We ask this as we will always try and get our passengers to their destination as close to their original arrival time as possible. So, this could mean that we have an aircraft swap or we get a reserve crew member to fill in etc.

Additionally, upon my review I found that you were sent a flight notification email to ********************** at 7/12/2025 advising the following: Please note that flight times may continue to change. We encourage you to visit us online or download our mobile app to check your flight status here. If you need additional assistance, please contact us. I am very sorry if you did not see this notification email.

Although a refund cannot be issued and your tickets were used, as a customer ********************** gesture for your flights delay, I have included three Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to ******************************************************* and enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at ***********************.

******* **, Discount Code ECSR75CPGFY1288225, in the amount of $75

******** **, Discount Code ECSR75CYGNY1288227, in the amount of $75

Qiuqiong *****, Discount Code ECSR75CCGLY1288228, in the amount of $75

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:07/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Alaska Airlines damaged my stroller during a recent flight. I checked it at the gate, and when I picked it up after landing, it was visibly broken. I submitted a claim with photos and proof of the damage, but they refused to compensate me.Their reasoning was that they had previously compensated me for a different damaged item in the past, so they would only offer a small portion of the strollers value. This is completely unfair and unacceptable each item should be handled and evaluated separately. This stroller cost $700 when I bought it, and with inflation, the exact same model now costs $899. A partial reimbursement doesnt help when the item is no longer usable and must be replaced.This is not right. I am not asking for anything more than what I am owed. They broke my property and are now avoiding full accountability. I am a parent and cannot afford to replace this expensive item out of pocket. I am asking for a full refund for the damaged stroller.I can provide all supporting documents, receipts, and photos upon request.
Business Response
Date: 07/18/2025

July 18, 2025

Dear Enas,

This is in response to your BBB Complaint #********

I received your email reply, and I want to assure you that I value your input. From what you have described, I certainly acknowledge that this has been a very frustrating experience for you, and I appreciate the opportunity to address your concerns.

To ensure your concerns were being handled objectively, I took the liberty of reviewing your file again. Upon the conclusion of my review, I have determined that the settlement decision you previously received still stands as appropriate. While we are empowered to make independent decisions based on each customer's unique circumstances, we also operate with standard guidelines to ensure all customers are compensated equally and fairly.

I know you are disappointed in our decision not to offer monetary compensation for your damaged stroller, and that you declined our offer to reimburse you for replacement parts. The reason we were unable to move forward with your claim since you did not disclose your previous baggage claim with us. On page two of the Statement of Mishandling you signed, it asks if you or any other member of your household has filed a baggage claim with Alaska or any other airline within the last 5 years. You answered no, and it was discovered you had filed a claim with us three months prior.

I understand that your stroller was gate-checked and that the damage appeared to be the result of rough handling. Strollers are considered fragile and are not suitable for checked baggage. Strollers' components protrude and are therefore not protected against damage that can occur during normal handling of checked baggage. When you fly with Alaska, you agree to the terms outlined in our Contract of Carriage. You can view the specific details as they pertain to strollers in Contract of Carriage Rule 15.H.6.d.16. For this reason, we are unable to offer full monetary compensation for your stroller.

I apologize for any inconvenience you experienced. As a customer ********************** gesture, I am including a Discount Code. Please reference the appropriate code below at the time of booking.

Your Discount Code must be ticketed within one year from the date of this email and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. Complete Discount Code rules and restrictions can be found online at ***********************.

**** **********, Discount Code (eCert code) ECSR75CHGRX1287607, in the amount of $75

While I would like to provide additional assistance in this matter, I am afraid that I am unable to assist you further. We value your patronage, and our hope is that you will allow us to demonstrate the high level of service we are known for and that you deserve on a future flight.

Sincerely,

*******
Central Baggage Services

Reference#: 10465131
Incident#: MSYAS99195063
Customer Answer
Date: 07/18/2025

Complaint: ********

Thank you for your response regarding BBB Complaint #********.
I respectfully reject your settlement decision for the following reasons:
Mischaracterization of Disclosure: Your claim that I failed to disclose a prior baggage claim is both inaccurate and unfair. There was no intent to mislead, and the previous claim was for an entirely different item under different circumstances. Penalizing a customer for a past valid claim contradicts any notion of fair treatment.
Gate-Checked Item Responsibility: While you refer to your Contract of Carriage and label strollers as fragile, the fact remains that the stroller was gate-checked and should have been handled with greater careespecially considering its visibility and value. The damage was not due to misuse or improper packing but clearly from rough handling under Alaska Airlines' supervision.
Inadequate Compensation: Offering $75 in flight credit for an item valued at over $700 (and now retailing closer to $900 with inflation) is not a reasonable remedy. Refusing compensation on the basis of policy rather than the reality of damage experienced is not acceptable. It disregards customer trust and responsibility for the mishandling of personal property.
I understand that companies follow standard guidelines, but each case must still be reviewed on its own merits. In this case, your resolution lacks both fairness and accountability.
I will be following up with the Better Business Bureau with this rejection and will continue to pursue a resolution that accurately reflects the value of what was lost and the responsibility of Alaska Airlines in this matter.
Sincerely,
**** **********

Sincerely,

**** **********
Initial Complaint
Date:07/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I would booked on a flight from ******* to ****** (confirmation code QSMOQT) to attend my daughter's wedding. I had to purchase a dress, helped pay for the wedding, hair and make up, hotel, etc. The flight was on July 12th, to arrive in ****** around 3:00 pm, nonstop. The wedding was on July 13th. I had to be at the wedding venue early for photos, hair and make up, etc. There were six of us with three different reservations. On the way to the airport, I received a notification that the flight was canceled. I continued on to the airport in hopes of getting on another flight. At the Alaska Air counter, I spoke with a trainee and her trainer, both were lovely. The trainee called some customer ********************** line, who offered several options, we selected the one that would get us there earliest. Before she could relay that, the person on the other end of the call told her there were other calls in the que and hung up on her. They called back and got us on a flight that was to leave ******* that afternoon to ***, then we had 36 minutes to get off that plane and get to our flight from *** to ******. So at this point 2 of us decided not to go because we had moved from a nonstop to a layover with a toddler. We then went back to my daughters house to sleep. When I woke up, I checked the flight and found that it had been delayed by 30 minutes. This meant we had 6 minutes to get from one flight to the next in ***. I contact the chat and they said we needed to reschedule. They wanted to fly us into a different state and get there even later, we could not have made the wedding. So they canceled and told us to call customer care. ************* said they cant help us because we canceled before we called them, so tricked into that. We lost massive money on expenses and Alaska is refusing to accommodate those costs. I want reimbursement for all that I lost. They are offering 150. which does not cover what I lost. They have also not refunded my money yet.
Business Response
Date: 07/16/2025

July 15, 2025

Dear *****,

Thank you for your email to the Better Business Bureau regarding confirmation QSMOQT.

I regret that flight 298 was canceled due to Air Traffic Control restrictions. Followed by your new flight being delayed due to a late arriving aircraft. I understand the disappointment when your travel plans change and I am truly sorry for your experience. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.
Additionally, I understand that the cancellation and delay caused you to miss your daughter's wedding and resulted in significant financial losses due to non-refundable expenses such as the dress, wedding contributions, hair and makeup, and hotel accommodations. I sincerely apologize for any inconvenience this may have caused, especially given the importance of the event. That said, due to the very nature and many safety factors involved with the airline industry, we are unable to guarantee flight schedules or assume responsibility for the variety of personal or business consequences, which may result when a flight is delayed or canceled. So unfortunately, I must respectfully decline your request for reimbursement of these expenses.

I was disappointed to hear that although our Customer ********************** Agents at the airport were lovely, the Reservations Agent they first spoke to hung up on them before you could get rebooked. I understand how frustrating it must have been to deal with the situation, especially with the added stress of traveling with a toddler. I was, however, happy to hear that another call was made and you were successfully rebooked. Please know that I have shared your feedback with our Reservations Supervisor for their review.

When a flight is canceled or delayed and our passengers need to be rebooked, we will always attempt to find the best alternative arrangements for your itinerary, but when our passengers need to be rebooked the day of travel, it is harder to find a replacement flight as most flights are already full. You have my apologies that the flights that were offered to you did not work causing you to cancel your travel altogether.

Regarding the cancellation and the subsequent advice to contact ************* for assistance, I apologize for any confusion or inconvenience this may have caused. ************* cannot assist with rebooking's as we only handed post flights concerns. So, because of this I feel that our Reservations Agent advised you to contact our ************* Department due to not being able to find any flights that worked for you and to see if you qualified for any sort of compensation. To help ensure our Reservations Agents are communicating everything clearly, this too has been shared with our Reservations Supervisor for their review.

Upon my review I see that when you called into our ************* Department on 7/15/2025 you were offered a $150 Discount Code and were advised that your ticket was in refund status and would take 7 business days to process. Since then, a refund of your tickets has been processed back to the credit card ending in *1065. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.

Although you did decline the $150 Discount Code that was offered, I have still included the Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to ******************************************************* and enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at ***********************.

***** ******, Discount Code ECSR150CTGMN605287, in the amount of $150

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
************* Representative II

Reference#: 11403981
Customer Answer
Date: 07/16/2025

Complaint: 23602301

I am rejecting this response because: At the time of the original flight cancellation, we asked for either a booking on a Delta flight or an immediate refund so we could book that flight. They refused.
They continued to push our landing time further and further back and in the end wanted us to land in a different state. This was due to your negligence, not ours.
****** credit that can only be used on your plane is not fair compensation. I dont trust you anymore and, in checking your website that does not even cover a flight from ******* to ********, which means this is only a way for you to get more money from me.
I am out thousands for this but that does not even touch on the memories I am out. This is the first major event in my daughter's life I have missed and I have had nothing but games played by Alaska Air both during and after the incident. Your staff could have held that plane or they could have booked us on that Delta flight but because it does not result in your profiting, you wont.
The ****** offer barely covers the loss of the hair and make up for the wedding, not to mention my dress (which I will never wear), shoes, jewelry, flowers, catering, etc.
As I said before, expecting you to pay for all of those things is an unrealistic expectation. But so is expecting me to view a ****** credit to compensate for the loss. That you expect your customers to eat the loss of your mistakes is unprofessional at best.
And FYI, your staff at the airport, and I mean everyone we spoke with, was telling everyone in line that the issue was weather related, now you are saying it was something else. Who is lying?

Sincerely,

***** ******

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