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.
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 (Sea-Tac), 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.
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.
SANTA ANA JOHN WAYNE AIRPORT, CALIFORNIA -- 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.
Yes we did finally get a refund, but it was a ton of work to get there.
SEATTLE, WASHINGTON -- Buckle your seatbelts for this one! I started in Orange County and our plane was delayed four hours. Finally get on the plane and make it to Seattle. Then in Seattle, Alaska made an error and I had to take another flight. The other flight was delayed another four hours, also the gate was changed 7 times (no joke). I was trying to get on other flights as standby but to no avail. The employees were very rude. To go from Orange County, CA to Spokane, WA took over 18 hours. I will never fly with this airline!
RENO, NEVADA -- Alaska Airlines/Horizon Air cancelled our flight from Reno to LAX. The ticket agents both at the gate and at the ticketing area seemed to have no idea how to handle re-ticketing and re-routing the passengers.
We stood in line at the ticket counter for over an hour without moving, because the ticketing agents were so flustered and unsure what to do.
After observing the utter lack of organization, it seems this airline hadn't adequately prepared the ticket agents for problems. There was no manager present at any time during our five hour dilemma.
LOS ANGELES, CALIFORNIA -- Dateline Aug 9 2005.
Lax to King Salmon Alaska. Arrived to find my six weeks worth of gear missing and the parts necessary to put my kayak together. Had no choice but to get on the next flight back to Los Angeles. If I order the kayak parts from Russia today I should have them by Dec so I can buy another ticket to kayak in the snow. Hope everyone at Alaska Air got a share of my stuff. P.S. I'm sorry that they didn't get my fly rod it was in my carry on luggage. Noww that I think about it I almost feel as if I cheated them
SEATTLE, WASHINGTON -- I recently took a quick last minute round trip to Sacramento from Seattle. I used their wonderful Web Special's program to get a super cheap ticket, and booked it on line. I use it frequently, and love it!
When I got to Sac, the possibility of staying longer was discussed, so I called them to see about changing the return, knowing that the type of ticket I had done not allow any changes.
What I discovered, to my horror, was that I had actually booked my return for the same day I had arrived by mistake (I intended to stay one night and then return, and was looking at staying two nights).
This was bad.
Legally, if I did not use the return as booked, that same day, it was going to cost me 250 dollars to get home...
I begged the CS person to see if there was anyway to make an exception to their rules, and allow me to change the return. She put me on hold for a minute or two, and when she came back, told me that her manager had given her permission to, one time only, allow me to make a change to this ticket for a 50 dollar fee.
It was a wonderful resolution to the problem I had created by not being more careful when I booked my ticket, and allowed me to stay two nights too!
Thank You Alaska, you have a loyal hapy customer for life.
And I will never screw up an on line purchase again either!
This is how all companies should treat their customers!!!