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30 Reviews & Complaints
www.alaska-air.com

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Hawaii
Posted by Alaska_golfer on 04/07/2009
We had a horrible time dealing with the Delta Airline employees in Honolulu recently. Alaska Airlines counter is run by Delta and they don’t provide the service we expected...

     
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Posted by FoggyOne on 2009-04-07:
Now I know Alaska Airlines is run by Delta staff in Hawaii. PLEASE - more details.
Posted by Anonymous on 2009-04-07:
FO, they also didn't provide the service that was expected.
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Expensive For Rural Alaska
Posted by Aktraveler on 02/12/2009
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.
     
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Posted by Ben There on 2009-02-12:
Google "Supply and Demand". Routes that have lots of competition and lots of people wanting to fly them are cheaper than routes with few passengers and no competition. There is a reason that Alaska Airlines is the only airline that serves the majority of Alaska. If there were more passengers to be had and more money to be made, you would also have intra-state flights on Delta, American, Continental, etc...
Posted by Anonymous on 2009-02-12:

Careful how loud you complain as Alaska gets most of the governments EAS (Essential Air Service) grant money. In many AK communities we (taxpayers) are shelling out $>100 in subsidy per passenger per ticket.
Posted by Gromit on 2009-11-10:
This is a complaint coming from someone who gets an annual $1500 oil revenue check for being a resident of Alaska? In the state where Alaska Airlines charges NO baggage fees?
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Great Crew, Great Flight
Posted by CrystalSword on 07/02/2008
SEATTLE, WASHINGTON -- June 30th we flew "home" to Arizona, the girl at the service desk where we checked in at SeaTac 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 hot dogs but they were the easiest to hold and eat.
     
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Posted by Anonymous on 2008-07-02:
Great review, I used to enjoy Alaska Air when I traveled a lot for biz. They always seemed to server better meals too.
Posted by Anonymous on 2008-07-02:
Selling ice cubes to alaskans was tough I bet, huh.
Posted by Anonymous on 2008-07-02:
You know someone in the ice cube biz? That could be a tough sell for them.
Posted by cherpep on 2008-07-02:
That would be a COOL job.
Posted by Anonymous on 2008-07-02:
I'm not the one claiming to have flown to alaska for business.
Posted by Anonymous on 2008-07-02:
Did I say I went to Alaska? "I used to enjoy Alaska Air when I traveled a lot for biz". They fly all over the West out of L.A., never flew them to Alaska. I did fly to Mexico with Alaska Air though. You seem to be adding between the lines here.

Did run into a lot of Time Share salesmen in Mexico though but never came accross an ice cube salesman.

Alaska Air can't be beat to get around the West Coast and points South.
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Flying with Service Dogs
Posted by CrystalSword on 06/09/2008
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 6:47p.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 its 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!!!

     
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Posted by chris513 on 2008-06-09:
crystal, I have heard many great things about this airline, and your story is just one more notch in there belt. I will definitely be passing this story along, as one of my best friends is blind and has a service animal...and she also travels quite often from phoenix to the northwest. Thank you so much for the positive feedback.
Posted by CrystalSword on 2008-06-10:
Chris, my husband and I are both hard of hearing, our dogs help us hear sounds that are otherwise lost to us. I do feel now that maybe I shouldn't have gotten the totes, but after a short time they didn't seem to mind them, our dogs are usually up front and very personal with us....we have a very close relationship with them.

I am hoping to get through everything on this end going home as smoothly as we did coming up here. We lost Bearbear's ID card the night we got here but hope to have it replaced today.
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Helpful, Efficient Customer Service During A Medical Emergency
Posted by Adwmd on 05/26/2008
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 Alaskan 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.
     
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Posted by tander on 2008-05-26:
It's always nice when a company goes out of their way and does something special or helpful for you, it's so unheard of these days.
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Hope the trend continues
Posted by Justanothernumber on 05/18/2008
My last two flights on Alaska Airlines went very well. I had to check a bag on my last flight to Newark. On both the outbound and return (SeaTac), my luggage arrived quickly on the carousel.

On my last flight to Las Vegas, both the outbound and return flights departed on time. The flight crews did a great job getting people on board and ready.

I hope this trend continues.

     
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Posted by CrystalSword on 2008-05-19:
We'll be flying the friendly skies in a couple weeks, hope it is as good then. We leave on American and come back Alaskan
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Great Service/good flights
Posted by Alaska99705 on 01/24/2008
ALASKA -- I should preface this comment, I do not work for or have family who work for Alaska Airlines. I live in Alaska and take Alaska flights quite often for business and pleasure. My flights are always pretty close to on time (except for weird weather), never lost my luggage, and only have had darn nice people helping me on the phone and with customer service.

I am sure there can be issues, as I read them here, but I think you'll probably have a good trip to Alaska with this airlines.
     
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Posted by shelly16 on 2008-01-24:
Sounds good, I will have to fly Alaska Airlines one of these days.
Posted by chris513 on 2008-01-24:
i have never really heard anything bad about alaska airlines...i would fly them, but i got this strange feeling they don't do the phoenix to las vegas route...
Posted by Anonymous on 2008-01-25:
Sure they do Chris, you just gotta connect through Seattle
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Furious
Posted by Anonymous911 on 12/22/2007
FURIOUS IS WHAT I AM.

Last night, I set three alarms to wake me up at precisely 4:00AM for my 6:30AM flight from San Jose Minetta Airport to Seattle/Tacoma. I woke up on time with a bit of a struggle, but regardless, I reach the airport at 5:00AM. There was horrific traffic and slow-ass drivers who couldn't drive to save their life, hence me arriving 30 minutes later than expected.

Anyways, 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 8:35PM.

There's Alaska/Horizon Air for you.

     
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Posted by jktshff1 on 2007-12-22:
sounds like ya scr**ed up and missed the flights.
Posted by MRM on 2007-12-22:
Since your flight is re-booked at 8:30 at night, and not 6:30 in the morning, you surely wont have any trouble getting to the airport on time.
Posted by Anonymous on 2007-12-22:
You are furious at yourself for not allowing enough time, right?
Posted by Principissa on 2007-12-22:
Why are you mad at them? You should be mad at yourself for not waking up in enough time to get to the airport. The check-in time is stated on your tickets, the website, and they tell you at the counter on a sign. They want you to be 2-3 hours early for domestic, and 3-5 hours for international. Sorry, but you have nobody to blame but yourself. Prepare better next time.
Posted by Anonymous on 2007-12-22:
You have no one to blame, but yourself. This is a very busy time of year for the airports. Next time, maybe you'll give yourself more time.
Posted by LeeSee on 2007-12-22:
I hate to say it, but you really did deserve the lecture your Dad gave you. Chalk it up as a learning experience. Next year you will know to either book a later flight or get up earlier.
Posted by mommyof2boys on 2007-12-22:
I've flown Alaska Airlines many many times (used to live in Barrow, you have to fly in) and never had a problem with them... I actually loved flying with them over other companies. I'd say next time you want to make sure you're on a flight, you sleep near the ticket counter if it's that hard to get up.
Posted by spiderman2 on 2007-12-22:
You got to the airport an hour and a half early during holiday travel time and you can't figure out why you missed your flight? Last time I flew at 7:30AM we left at 2Am to make a 2 hour drive to make sure we were in line and had plenty of time.
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Great customer service kept me from missing my flight
Posted by Russilwvong on 12/03/2007
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.
     
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Posted by GothicSmurf on 2007-12-03:
I love when things like this happen. When "you" know you made a mistake and don't blame others for something that was not in their control. It's super cool when they go out of their way to help because the customer isn't demanding or blaming them. I voted VH.
Posted by Crown Jules on 2007-12-04:
Thanks for the post, russilwvong. It's so refreshing to read about somebody actually taking responsibility for a someting going wrong (or almost going wrong in your case) and not complaining about poor customer service because they didn't get whatever silly thing they wanted. This site needs more posts like this one.
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Alaska Airlines
Posted by Lin10 on 09/10/2007
Had a terrible experience! My husband was not allowed to board the plane without purchasing a second ticket for $1100.86! Even though the first ticket was fully paid, and I showed the counter personnel the receipt marked paid. Then they lost my parents luggage.

Now I cannot get a refund, I have been trying for 5 weeks. Flying with Alaska was a expensive mistake and a endless hassle.

     
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Posted by MRM on 2007-09-10:
$1100.86 for a plane ride from CA to OR... GOOD GOOGLY MOOGLY! You could have ridden the bus for the same destination in half the price.
Posted by Anonymous on 2007-09-10:
Did they fly to Oregon? Could have been flying to the east coast or Alaska. Anyway, that is an extremely high price to pay--unless going to Australia. I don't understand why they had him pay again if he already had a ticket though. Need a better explanation. Hope you get this problem resolved.
Posted by Hugh_Jorgen on 2007-09-10:
There's got to be a lot more to this story.
Posted by Anonymous on 2007-09-10:
I don't get this post at all. It's a $300 plane ride with all the airlines? Was it a first class seat? Who did you give the original money to? a third party agent or the airline? The luggage is a second issue not related to the first as your bags have no idea how much you paid for a ticket. Could you maybe provide a bit more info? We use Alaska Airlines and find them to be one of the better ones out there these days.
Posted by jktshff1 on 2007-09-10:
I am reading the husband did not have a ticket, and needed one. Last minute tickets with any airlines are very expensive.
Could be wrong though.
Posted by Anonymous on 2007-09-10:
Lin10: Could have given a littler more info, was he overweight and needed an extra seat ? Or why the extra ticket ?
I voted your review 'Very Helpful'.
Posted by Lin10 on 2007-09-10:
People seem curious, so I will tell a more complete story. My Father planned a vacation for my whole family, he paid for the first ticket for my husband, and used travelersadvantage.com to book, and pay for reservations for 13 people. We printed a boarding pass online. But were not allowed to board, the personnel at the check in counter for Alaska air at the John Wayne airport in Orange County California did not seem to know how to use their computer! They were unable to find my husbands reservation in the computer, even with the aide of the supervisor. We were told he could either stay home or purchase another duplicate round trip ticket for all four flights. Two flights to reach the Alaska cruise and two to return. We did that rather than ruin a vacation for 13 people. Now I cannot get them to process a refund. You are correct that the luggage was unrelated, and did eventually turn up. When we changed planes in Portland they asked us why on earth we had paid for 2 tickets on the same flight!!! Currently after 5 weeks I am making no progress toward a refund and am considering taking them to small claims court. Any suggestions would be appreciated.
Posted by Anonymous on 2007-09-10:
Not sure where you live but find an Alaska Airlines Business Office and walk in with all your paperwork.

Alaska Airlines
Customer Care
19521 Pacific Hwy South
Seattle, WA 98188
Tel: 1-800-654-5669
Posted by jktshff1 on 2007-09-10:
Lin, thanks for replying. Does you father have a confirmation of all the bookings, including your husband..that seems to be the key.
In addition, it's a little cheaper to book through a 3rd party, but really a pain when yo have problems.
Book direct little more $$$, but worth it when problems arise.
Posted by Timboss on 2007-09-11:
Since this does seem to be a considerable amount of money I would take all documents (make sure you have the original confirmation numbers, receipts, etc) and take them to small claims court. BUT on the other hand (I play both sides here), your father was the one responsible for your husband's first ticket - he paid for it so he should be the one pursuing this to prove he paid for it. If you are doing for it him then that is great and I wish you luck.
Posted by Lin10 on 2007-09-11:
My Father is 80 and just had surgery, I would not ask him to deal with this hassle. All of the paperwork and documentation was mailed to both travelersadvantage and Alaska weeks ago, as well as being given over the phone. I did not mail copies to princess cruises as travelersadvantage promised to relay the documentation to them. I can understand the counter personel having some sort of computer problem, we have all had those. But a company as large as Alaska should be able to correct a mistake.
Posted by jktshff1 on 2007-09-11:
Timboss, good reply, considerable amount of money means different things for different people..$100 used to be a considerable amount to me, but in this case, small claims would be the way to go.
Lin10..good helping your father..go get um'
Keep us posted.
Posted by Lin10 on 2007-09-16:
After 6 weeks of complaints to Alaska and travelersadvantage, and mailing them tons of documentation about this problem they have refunded a little over $500 dollars. Less than 1/2 of the total, they charged for a duplicate ticket we should not have needed to purchase! So tomorrows project is to start the paperwork for small claims court
Posted by Lin10 on 2007-09-26:
After 7 weeks we have been refunded $571.00 of the $1100.86! Really my best advice is to stay away from Alaska airline.
Posted by Lin10 on 2007-10-03:
At 2 months out we have still only recieved a partial refund. Customer support is obviously inadequate at Princess cruises, alaska airlines and travelersadvantage!
Posted by Lin10 on 2007-10-08:
The current excuse is one page of the 30 pages of documentation I sent them is blurry!
Posted by Gromit on 2007-12-11:
The flight was booked through a third party, travelersadvantage.com. No airline has any responsibility at all, to help you if the party you booked through screwed up. Most airlines will try to accommodate you IF possible. Stop complaining about Alaska Airlines, and direct the complaint where it belongs: travelersadvantage.com
Posted by Lin10 on 2008-10-12:
This was eventually resolved, we were finally refunded the ticket price of the duplicate ticket we purchased because the counter personel at Joth Wayne airport could not find our reservation in thier computer. But it took 3 months of complaints, and a considerable amunt of time. So no Alaska airlines in the future for me!
Posted by CDKing on 2009-01-01:
I think the biggest problem here is travelers advantage screwed up not alaska airlines. Dont get me started on travers advantage they are a nightmare.

Next time try booking directly with the airline instead of through a third party. When booking for that many people its smarter to contact the group sales department of whatever airline you choose
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