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.
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.
SEATTLE, WASHINGTON -- Alaska Airlines (at least during meal service) would include small Old Testament verses (Psalms, if I remember correctly). I thought it would be interesting to see how their service holds up to examples from the Bible.
In scripture, Jesus returned from the dead on the third day. In Sea-Tac, Alaska returned my baggage on the third day. My prayers to the almighty about lost baggage are met with silence. My calls to Alaska about lost baggage are met with busy signals. The Good Book says 'seek and ye shall find.' Alaska: "Are you sure you tried carousel 12?"
Book of Revelations "and there was silence in Heaven for about half an hour." Alaska Baggage service: Hold music and something about heavy call volumes, 41 minute wait times... Jesus: "I will come like a thief in the night." - so do the neighborhood kids. Alaska suggests leaving baggage on my doorstop in the middle of the night. David slew scores of Philistines with the jawbone of an ass. Does anyone know what happens to traveler suggestions to airline management?
On the Day of Pentecost, disciples were granted the gift to speak in many tongues. I could have used this gift when speaking to representatives trying to track down my suitcase. Jesus: "Suffer the little children." Hey - at least THEY will have leg-room... and I knew Sunday School would pay off someday.
Instead of the food, which was supposed to be included (due to the ticket) a piece of toast was offered for $5. The same flexibility as the one connected to providing services was NOT observed by check-in. For only two kilos of overweight I was charged $25. Toilets were stinking in the cabin. There was shortage of blankets and pillows in the cabin. The pillows which were there, were dirty. The temperature in the cabin was varying over the flight so much that people were wearing jackets and caps in one moment and short-sleeve T-shirts in another. My boyfriend got a cold after the flight.
BOISE, IDAHO -- Alaska used to be one of my favorite airlines, but Alaska/Horizon are my definition of the bottom of the barrel. A group of us flew from San Jose and Seattle to meet in Boise in December 22, 2006. Both flights were late; the San Jose one was over 11 hours late. The Alaska/Horizon personnel are so used to this that they don't even talk about 'scheduled' times, they say "target" times as if being on schedule is an unexpected event. It is. Making matters worse, the Alaska staff makes it clear that there really is little they can do for you, so they don't even pretend to try. They're always late, so why care? That's the attitude that come across.
On the next leg of the trip to Seattle, we were told after we checked our bags that the plane would be late by four hours, but maybe not really because the replacement plane was in maintenance, and it might not really be available or it might arrive early. I had to wait in line for an hour to obtain that "information." I tried calling the 800 number and was told that for them to help me, there would be extra charges.
SEATTLE, WASHINGTON -- I just returned from a Mexico trip flying on Alaska Air and I must inform you that at least two aspects of your recent drive to improve on-time departure ratings are turning into a fiasco. I flew from Seattle to Manzanillo, Mexico via Los Angeles on 13 February. The Seattle plane AK #210 landed as scheduled at 10:33 in LAX. The Manzanillo plane AK #256, the only one that day and the only one for two more days, was scheduled to leave at 11:10 am. **This is less than 40 minutes between flights on the ticket schedule.**
I and other Seattle passengers dashed to the plane and barely made it. It was chaos at the gate because they just announced boarding all rows all at once. Of course the first people on blocked the aisle for 10 minutes shoving themselves into the front seats on the plane. The plane took off about 10 minutes late. When we arrived in Manzanillo we learned that our baggage did NOT make it. We were told they did not have time to load it.
At least 8 people were left standing there with no luggage and no chance of getting it for 2 more days, when the next AK flight from LAX came in. They had no clothes, no medicines, and in my case my guitar was left behind on my 5 day trip to play it with a band in Manzanillo. I told the AK rep to leave the bag in LAX baggage office and I would get it on return.
I spoke to two flight attendants who asked to remain anonymous. They said they hate the "all rows boarding" policy, it is simply dysfunctional and slows boarding down. I saw it on all four flights I took. They said it is AK policy now to somehow improve on time departures. Let me remind you: All-rows boarding slows down departure, it does not speed it up. And, the attendants said that it is not LEGAL to have less than 40 minutes scheduled between international flights. How is this happening then?
And does on-time departure mean leaving large amounts of baggage behind?? We were on our way to a simple round-trip destination for the plane, the only flight there for 2 days, and there was no harm in simply waiting 15 minutes more to get all the bags on board. We know the extra time could be made up in flight. The pilots knew all the bags were not on board and left anyway. Was this because AK management is insisting on such behavior?
I would appreciate an answer to the following questions: Does AK Air actually have an ongoing effort to improve on time departures? Does this policy include permitting departures that leave behind luggage when the passengers are already on board, and not telling them their luggage won't make it so they don't have the choice whether to fly or not? (Many people would not go if their bags can't go.)
For how long has this "all rows boarding" policy been in effect, and what evidence do you have that it is working? It does not work. Your own staff hate it. Is it legal to schedule arrivals and departure between domestic and international flights less than 40 minutes apart? I was told by your FA that this is forbidden by the FAA. If so why did it happen?
My long-awaited vacation was seriously compromised because I did not have my instrument to play in the band I was invited to join. That was one of the best reasons for the trip. AK left my luggage behind and could not deliver it until halfway through my vacation. At least I had carried on my clothes bag, unlike the 7 other people in same situation. Please inform me if there is some consideration AK Air can give to make up for this rather amazingly bad decision making, which if my information is correct is partly due to the flights being scheduled too tightly together, against regulations.
These are all serious issues for your airline and indicate systemic concerns, especially rescheduling and gate management. I am looking forward to hearing from you in response to the questions above.
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.