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.
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.
LOS ANGELES, CALIFORNIA -- On April 7, 2006 flight 228 leaving Los Angeles to Cancun after arriving to my destination in Mexico I found out my video camera was stolen from my check-in luggage. I complain to Alaska airlines, TSA and also made a police report. What upsets me the most is the arrogance, defensive attitude and poor treatment I got from Alaska employees. Not only do they denied any responsibilities for stolen electronics, but are very fast to put the blame on TSA. I got far better treatment from the TSA employees including the supervisor in LA.
To make things worst another passenger from the same flight got his laptop stolen, when he got back to L.A. he was told he had to go back to Cancun and file a complain with Alaska Airlines in Mexico since he found out it was gone when he arrived there. Yesterday I e-mail them and got a response saying that because of the high volume of e-mails I will not get an answer for at least 8 weeks. I will wait and will post a review with the outcome when they respond back. On the mean time I will tell everyone to avoid them like the plague.