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!
EAST WENATCHEE, WASHINGTON -- Horizon Airlines flies several flights per day right over our East Wenatchee, Washington Fancher Heights neighborhood. It would be easy for them to avoid our area as they fly into Pangborn Airport in East Wenatchee - but no - they insist of flying directly over us with their:
Please select some other airline - Alaska is NOT a good/fair/safe neighbor. Thanks.
HELEBA, MONTANTA -- I try to avoid Alaska, sometimes at considerable cost, just to avoid the unsupervised and rude gate agents in Helena, MT. Tonight I had the opportunity to just observe a Horizon gate agent while I waited for my Delta flight. It was amazing. One passenger after another, treated rudely and rushed. I have experienced many rude and unhelpful Horizon agents in Helena, and this one was no different. Just a little extra "care less" attitude. Alaska, ARE YOU LISTENING? This can be fixed you know.
I book flights across the US on a regular basis, and when I do, I try to book with Alaska Airlines. Their web booking is perfect, with no problems. When you talk with customer service you are talking with a nice polite person who will always do whatever they can to help. The flight attendants are wonderful, real people who do a great job. For 2009, I have made Gold Status with Alaska Airlines and I will continue booking flights with this company. Thanks.
NOME, ALASKA -- I would like to know how the web specials are decided and who decides them. It's not uncommon to see web specials from Bethel to Anchorage and a lot less likely to see web specials from Nome to Anchorage. What's with that? The regular fares from Anchorage to anywhere in Alaska are exorbitant and prohibitive. If it cost just a little less that many of us would be flying a lot more and would be much happier when we do fly.
PHOENIX TO SEATTLE -- On June 2nd we were dropped off at the airport by my Mom, and we got there around 3:00 in the afternoon, flight time was 6:47 p.m. We had two service dogs with us... all their gear as well as our two suitcases. I walked in the door at Alaska Airlines and there was no one in line, so we got there right away, checked in with the dogs and got everything headed to security. When I called to confirm, they said to allow an extra 45 minutes for check-in with the dogs.
After we checked in and got boarding passes, we were asked to have a seat for a few minutes and the person handling the wheelchair for my hubby would be right down... they showed up with TWO wheelchairs so I got to ride too! We were whisked off to security and flowed smoothly through that, the dogs took it all in stride, as they usually do.
When our flight was boarding we were the first ones on the plane, and one flight attendant wanted the dogs on the floor, however it's hard to put a five pound dog on the floor of a revving plane when it's something totally new to them, they were fine in their totes and we just held them a bit closer. At the end of our flight, we were met by two more wheelchairs and taken to luggage and they then took us out to my son's vehicle. So far... KUDOS Alaska Air.... see you the 30th!!!
SEATTLE, WASHINGTON -- I recently went into preterm labor during a trip to Seattle, and once my condition stabilized my husband and I needed to cut our trip short and fly home ASAP, flying out of Seattle instead of Portland as we had originally planned. When my husband called Alaska Air customer service, he was put through to a person almost immediately, which in itself is unheard of at an airline these days.
They were extremely helpful about changing our flight, and due to the medical emergency they cut our change fee in half, to $100 total for both of us. (This is in contrast to Hertz rent-a-car, which wanted to charge us $380 to return our car in Seattle, and who wouldn't budge.) We were very impressed with how they handled the situation, and wouldn't hesitate to fly this airline again.
SAN FRANCISCO, CALIFORNIA -- Through my own poor planning, I arrived at the San Francisco check-in counter less than 45 minutes before my 2 pm flight to Vancouver -- you're supposed to be there at least 1.5 hours before the flight. I was resigned to missing my flight and having to take a later flight (which would have meant a delay of at least 5 hours), but the Alaska Airlines employee at the check-in counter found a seat on the plane and literally ran me to the security lineup. I was still able to make it home to my family on time, instead of missing my flight and arriving home several hours later.
Needless to say, next time I'll try to plan better (and perhaps check in online). I was fortunate that I didn't have any baggage to be checked, otherwise there was no way I would have made it on the flight.