SEATLE, WASHINGTON -- I bought a ticket for my mother in law from New Jersey to Fairbanks, I am in the US ARMY and I wanted her to be here to help my wife with the kids after having a surgery from a combat related injury in Afghanistan. The ticket was cheaper from NY but I wanted my mother in law to flight from home town. When she got to the airport her flight got delayed because according to them they had to get fuel for the airplane which took almost 1 hour.
She was supposed to take the second flight from Seattle to Fairbanks 1 and a half hour after arrival. Because the first flight was delayed 1 hour she lost the second flight and my wife talked to the guy at the gate and he said my mother in law had to wait 13 HOURS for the next flight because it left and left all the passengers from the first flight. My wife got upset and requested a supervisor.
After a long wait, a supervisor named ** at the Seattle airport got on the phone. I told my wife to let me talk to her because she was upset and as soon as I talked the supervisor ** told me I was not a woman and she was not talking to me, she wanted to talk to the woman who requested a supervisor. My wife took the phone and the supervisor told her she was not doing anything for us because there was not their fault the first flight got delayed and like it or not my mother in law had to wait 13 hours at the airport for the next flight.
We told her we found more flights available online and she said there was nothing she was going to do. My wife asked her name and she said ** the supervisor and she did not have a last name or a employee ID and gave the phone back to the guy at the gate and walked away. I CANNOT believe Alaska Airlines has people like that dealing with customers.
ORANGE COUNTY, CALIFORNIA -- Alaska Airlines takes no responsibility for this frequent problem. My wedding ring was stolen from the checked baggage, and their answer is that they are not liable. They gave me a $100 discount and believe that's the end of the problem. I was planning to take the bag on as carry on, but had a back spasm and decided to check it rather than have to lift it. I paid an enormous price. However, I know that baggage handling is normally done in sight of surveillance cameras, and I am sure they could do a great deal more to make this better.
SEATTLE, WASHINGTON -- June 30th we flew "home" to Arizona, the girl at the service desk where we checked in at Sea-Tac got us checked in and asked us to have a seat at the handicapped chairs up front and she'd order wheelchairs for us as it was a long process to get to our gate. After 75 minutes I asked someone for help, everyone else who was sitting where we were, got their assistance and were wheeled to their gate within just a couple minutes... chairs were never ordered for us. There was a young lady I talked to, and SHE ordered the chairs and they were there in a couple minutes and we were whisked through the airport, then security and taken to the gate.
We were left at the gate to walk on down to the plane but it wasn't that far so we were okay. I did go over to one of the bars and order a couple kid's meals for us, didn't want to eat too heavily before the flight. The flight crew and attendants were great, even served hot cookies straight from the oven on board! But they did only come through one time with drinks (soda, water, and coffee).
Got to sit in the first row of seats behind first class and have decided if I ever have to fly again, that would be the way to go. The seats we had were very narrow and hard to comfortably sit in the three hours we were on the flight, but it had lots of leg space. Needless to say, we will be driving on our return trip to Washington, because we have decided to move there! Whatever fits in the truck and our 4 x 8 trailer, will be taken with us... we're gearing up for a HUGE yard sale!
Anyhow, back to the airlines.... when we got to Phoenix, two attendants were waiting to whisk us off to baggage claim, but were nice enough to stop at the restrooms for both of us. They gave us about 10 minutes while they took care of something else and they came right back for us. At baggage claim, the one young man waited for us to get our luggage and then he put it on a cart and walked us outside to our waiting ride and loaded it for us.
The dogs were both well received. Munchie slept through the flight again, she had her stuffed monkey to rest her head on, so she was happy. Bearbear slept for about the first hour of the flight and woke with a growl and sharp bark (must have been dreaming), and he looked like he wasn't real happy at being in his tote, so he sat on my lap and took another nap. All the attendants had to come see him.... he's very friendly, as a service dog must be, but he just sighed and laid his head on my shoulder again and went back to sleep.
All in all, it was a good flight, and all went well except when we didn't get up to the gate with enough time to get a decent meal.... I'd have preferred anything but hotdogs but they were the easiest to hold and eat.
FURIOUS IS WHAT I AM. Last night, I set three alarms to wake me up at precisely 4:00 AM for my 6:30 AM flight from San Jose Mineta Airport to Seattle/Tacoma. I woke up on time with a bit of a struggle, but regardless, I reach the airport at 5:00 AM. There was horrific traffic and slow-ass drivers who couldn't drive to save their life, hence me arriving 30 minutes later than expected.
Anyway, I get into the airport only to find it extremely jam-packed; I casually tap on a shoulder of a Caucasian woman holding her baby boy and ask her if she's checking in for the Seattle flight. She replies with obvious frustration and says that they will soon cut off the line at a certain point and declare that those who were on flight AS351 were not going to get through.
I was rather surprised and irritated that they didn't give priority to those were desperate to hop on the plane to Seattle. So, I decide to be proactive and ask the people at the counter, who apparently already got harassed by many of the pissed off people who couldn't get a seat on the plane to Seattle. I asked kindly and softly if they could just squeeze ONE person in. But boy, were they rude and curt.
My cell phone rings, and it's my dad. He's anxious to know if I made it on time. At first I was reluctant to pick it up, because I knew I was in for an earful the second the lady told me that I was going to be able to catch the 351 flight. My dad kept on yelling and lecturing the whole time I was waiting in line, and I was really stressed out. He kept pressuring me to bother the people at the counter, but people were already bombarding them with their mean comments and complaints.
After 45 minutes, he gives up and tells me to call him back when I sort things out. Afterwards, I arrived at the counter and asked yet again if she could still squeeze me in, and she gave a rude "no." I tried to ask her if she could put me on the next plane, but unfortunately, all of them were on standby or either completely booked. So, I decided to give the flight from San Jose to Portland, WA a shot. I was put on the standby list.
After she checked in my luggage, I practically sprinted to the security area, where yet ANOTHER long line formed. Then, I hustled to the C10 gate and asked the lady if she could squeeze me in. She said she did not know at that time, and that I probably would not be able to get in. I waited for another 30 minutes only to be disappointed since every single person was on that plane. Again, I approached the counter with a hopeless face set on, and the lady just booked me a fight for tomorrow night at 8:35 PM. There's Alaska/Horizon Air for you.
I feel it is warranted to investigate Alaska Airlines for price gouging their Alaska markets. Fares on flights in and out of Alaska continue to go up unproportionately to fares in the lower 48. One might say that because they basically have a captive market in Alaska with very little competition, these higher fares might be based on supply and demand. However, since Alaska Airlines has also made decisions to cut back on flights in and out of the Anchorage (specifically) market, it seems like the airline is "creating" a higher demand and thus creating reason for higher fares.
High peak travel periods in and out of the state of Alaska include Thanksgiving, Christmas, Spring break, major holidays and the end of October and March (due to school conference breaks). This November I found it impossible to get a fare to anywhere in the lower 48 for under $1000. 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 1/2 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. Valid on itineraries with flights operated only by Alaska Airlines and Horizon Air. Receive up to a 50% discount on most fares. Maximum discount is $200 (USD) off of the base fare for 20,000 Miles and $100 (USD) off of the base fare for 10,000 Miles. You earn 100% of the miles flown when traveling on this award. Complimentary upgrades not allowed."
These awards state that they are to be used to receive discounts up to 50% off "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. And 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.
LOS ANGELES -- On June 6, 2013 my sister arrived at Alaska Counter @ about 05:20 for her flight to Mexico City and after checking in got in line at far end left where employee said we were to check in the luggage. @ 06:55 another Alaska employee said we could not board because we had no time to check bags & board. We got referred to the manager ** who said there was no compensation because we were late. I referred the lack of personnel at the gates to check in the luggage and to provide information as well as the parking ticket.
She said to call phone number for compensation @ CONSUMER NOTICES - turned out to be reservations and offered to put her on the next flight at 17:45 HRS or on the next day's flight at 08:00 HRS. She said there was no compensation for being denied boarding.
I looked up internet under involuntary Denied Boarding Comp and talked to agent in Phoenix (**) who said they only handled reservations and to go back the next day and try to explain the problem. Incidentally there were about 20+ people involved in this problem and quite a few of them took seats on the 17:35 HRS flight that day.
Next day talked with supervisor (**) and she said to call customer care. Which doesn't work on weekends. When my sister got to Mexico City, she was told she needs to pursue problem and that in Mexico they would have issued her a free ticket as compensation plus the meals she would get waiting for the next plane and the inconvenience.
Alaska Air had a Cyber Monday sale that is actually lasting one week. Not only did I get the $40 fare to California from Seattle they advertised they are offering the pricing into March. Once I booked the tickets I looked at their 'low fare guarantee' and put in the flights already booked for January and without doing anything they issued a $174 credit. It's all done online and no hassle and I have a yr to use the 'credit'. Very easy and user friendly. If you don't use them but fly Delta, American put your miles on Alaska Air as you can actually use their miles unlike most of the airlines complained about on here.
In 2008, I flew from Seattle to California, and back. On the return trip, my $250 camera, which my husband bought for me as a wedding anniversary gift, was missing from my suitcase. I called to complain about it, and the customer service representative told me, “It is not our responsibility.” The next day I heard on the news that ten Alaska Airlines baggage handlers were fired from their jobs due to dishonesty.
Why is it NOT Alaska Airlines' responsibility??? We all realize that customer service reps can easily while away the hours, in a comfy office, with climate control, equipped with an espresso bar; and can easily forget about the poor sap, that is being ripped off by baggage handlers, employed by Alaska Airlines.
Question: What would you call a team of customer service representatives, along with a team of dishonest baggage handlers, that “work”, (loosely used term) for Alaska Airlines that seem to be uncomfortable with customer service skills??? Answer: How about a mob!!!
Last August 26, 2009, I made reservations and purchased three tickets through Priceline for my grandson, daughter, and me for a trip to Washington DC in March of 2010. This is a special event, for my grandson was selected to represent his school at a national leadership conference. My daughter and I were going to enjoy DC together while my grandson spent the week at the conference, and then have a day together before we returned to Seattle.
At the time of the reservation I thought I had made seat reservations, row 16 D, E and F. When I checked our reservation on January 21, 2010, the seats had been changed to Row 28, D, E, and F. Today, February 1, 2010, the seats had been changed to a seat for my daughter in 28E; no seats were listed for my grandson or for me. I checked the seating chart; no seats together were available. I called Alaska and was told that because I had used Priceline I was not guaranteed the seating I had initially selected. A seat for my grandson then was assigned then next to his mother, but I was seated separately.
I object to this treatment for three reasons: 1. I booked through Priceline because Priceline and Alaska have made a public advertisement stating the advantages of their booking connection. 2. At no time was I advised that the seats were not available because I used Priceline to book the fares. If treatment is different through Priceline then the public needs to be so advised. 3. The seats were booked together; we should be seated together.
My boyfriend and I are going on our first cruise this September, and are on a pretty tight budget. We booked the tickets after getting some literature from the travel agency. We were excited as we had heard good things about them. Yesterday I got my confirmation from the cruise line and was disappointed to find that we had booked the flight one week off!! I immediately looked up prices and was happy to see only a 40$ difference, so I then called, I talked to a nice lady who told me about the 100$ per person change fee and after asking if there was anything she could do, she transferred me to ** from Phoenix her supervisor.
He was very cold and unfriendly; he continued to quote policy and refused after me practically begging for a break to do anything. So we are writing a letter in hopes of finding someone with a heart. If we don't get resolution we plan on abandoning our flight and booking with Virgin as we have had great experiences with them and the total for the flight through them is 270$ and to change my ticket with Alaska would cost 230$!! I refuse to give them anymore money until they respond with a more customer service style attitude! Apparently ** does not subscribe to this thought pattern.... if anyone else has had luck in this situation let me know!