Alaska Airlines - Page 3

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31 reviews & complaints.

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Great Service/good flights
Posted by on
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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shelly16 on 01/24/2008:
Sounds good, I will have to fly Alaska Airlines one of these days.
chris513 on 01/24/2008:
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...
Anonymous on 01/25/2008:
Sure they do Chris, you just got to connect through Seattle
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Great customer service kept me from missing my flight
Posted by on
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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GothicSmurf on 12/03/2007:
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.
Crown Jules on 12/04/2007:
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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The Father, The Son and Alaska Airlines
Posted by on
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.

1. In scripture, Jesus returned from the dead on the third day.
In Seatac, Alaska returned my baggage on the third day.

2. My prayers to the almighty about lost baggage are met with silence.
My calls to Alaska about lost baggage are met with busy signals.

3. The Good Book says 'seek and ye shall find'
Alaska: "are you sure you tried carousel 12"?

4. 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...

5. 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.

6. David slew scores of Philistines with the jawbone of an ass.
Does anyone know what happens to traveler suggestions to airline management?

7. 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.

8. Jesus: "suffer the little children".
Hey - at least THEY will have leg-room.

... and I knew Sunday School would pay off someday.

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Pomona Guy on 07/03/2007:
Where were you flying from when they lost your luggage? Are you a Mormon on a mission? Maybe they lost you luggage because they don't like Mormons? Or, are you a Witness selling Watchtowers? Did you leave any Chick tracks? I think you may be in trouble with God for your meanness.
jktshff1 on 07/03/2007:
Justnot: Pretty good post lol!!
familytravel on 07/03/2007:
I think at any airline, there are at least a few good, decent employees. Maybe you should explain in more detail the whole situation.
justanothernumber on 07/04/2007:
More than a few - most Alaska employees I've encountered are 5-star, however contacting them shouldn't be an all-day task. The problems seem to be operational in nature and the most friendly agent can only do so much with limited authority. After all, no matter how empathic a lost baggage representative is, that interaction with him or her alone, indicates a failure on the part of an airline's operational service.
Sail27 on 07/04/2007:
Justanother - BRAVO!

This was hilarious. I am a Seattleite and flew Alaska for business quite often - ever since CEO John Kelly left the company it has gone completely downhill. Never again!
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The Worst Airlines I Have Ever Experienced
Posted by on
1. Instead of the food, which was supposed to be included (due to the ticket) a piece of toast was offered for $5.

2. 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.

3. Toilets were stinking in the cabin.

4. There was shortage of blankets and pillows in the cabin. The pillows which were there, were dirty.

5. 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.
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Shakra on 01/31/2007:
Re: your boyfriend getting a cold. That is a frequent malady of flying. The air is recirculated instead of fresh.
Bababooey on 01/31/2007:

So you think that Alaska Airlines is the worst airline that you have experienced. That might be true, but you obviously haven't experienced the worst airline in the history of the world...

American Airlines!!!
Anonymous on 01/31/2007:
Well, I guess on the bright side you landed and were able to walk away. Most airlines have gone to crap on their service in today's world because of the cost but I do think they cut cost in the wrong places. Sorry about your experience.
DebtorBasher on 01/31/2007:
Charging five bucks for a piece of toast (who knows how much for the butter or jelly to put on it)they should be able to afford clean pillow...I agree with the poster and I would never use an airline that has service that bad!
Shakra on 02/01/2007:
Bababooey - you are so right. It would be nice to hear a compliment of American Airlines that didn't precede 1974.
yoke on 02/01/2007:
When was the last time this poster flew? It has been this way for a few years that you no longer get pillows or blankets and you have had to buy food. Did it actually say on the ticket meals included?
Shakra on 02/01/2007:
I'd be surprised if it said meals included, also, yoke. We just flew down to San Juan. It was a five hour trip and they only had snacks you could buy. We started packing our own food.
familytravel on 02/01/2007:
Yeah that sounds annoying. I subscribe to Consumer Reports, and read a section of the article that reported that Alaska DID NOT REPLACE DEFECTIVE EMERGENCY LIGHTING FOR LIKE 9 MONTHS! Really, the thing I care most about at any airline is safety. And when an airline clearly demonstrates that they don't pay attention to that, then I choose to never fly with them.
maribel1986 on 02/05/2007:
Alaska doesn't include meals unless you are in first class. And they don't serve TOAST, they have either a turkey wrap, a deli sandwich, or a burger. And why did you pay the $25? You could take the two kilos out and carry it on. If that was given to you as an option and you refused it, then you SHOULD have paid. After all, it's overweight.
yoke on 02/06/2007:
Does the airline charge for the overweight or is it the FAA that regualates that?
maribel1986 on 04/05/2007:
it's the airline.
maribel1986 on 03/07/2008:
....and the reason airlines charge is FUEL costs. The heavier the plane, the more fuel it costs to fly.
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Endless Delays in Boise
Posted by on
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.

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MRM on 12/28/2006:
Very informative review Hanuman67. You just persuaded me not to fly Alaska Air due to poor customer service and never arrive to its destination on time, always late.
Anonymous on 12/28/2006:
Alaska used to be one of my favorite airlines too but if as you say they are getting that bad, well that's it for me. Do you think it could have been the weather? Just a though
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Stolen items
Posted by on
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 camara was stolen from my check-in lugagge. 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 responsabilities for stolen electronics, but are very fast to put the blame on TSA. I got far better traetment 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.
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Anonymous on 04/23/2006:
Jack: I have an uncle that lives in Alaska.
Bill: Nome?
Jack: Of course I know him, he's my uncle.
Anonymous on 04/23/2006:
Sheriff/Dr.Jee, you're too much. *LOL*
CrazyRedHead on 04/23/2006:
I will never understand why people will continue to put high dollar value item in there luggage. You should carry them on the plane in your carry on, so you can keep track of it. The airline is not responsible for them, it is written somewhere when you get your ticket.
Hugh_Jorgen on 04/24/2006:
I recall reading that Alaska fired all their ground people and outsourced it to another company a while back to save money. There was a report by the local media a that found quite a few former and current gang memebers working the ramp at Alaska - the report also noted all the gang graffiti scrawled in the cargo holds of their aircraft. Real reassuring.
lax expert on 05/15/2006:
Neither TSA or Alaska is liable for valuables in checked in baggage. It's in the terms of carriage on the back of your ticket or ticket folder.
RedhairedGermanTaurus on 11/01/2006:
Our family flew Alaska last weekend for our once a year short vacation. We own a restaurant so we do not get to travel much and this was a trip that was soured by a thief in the baggage department. Our daughter bought her husband a video camera for his birthday in October. They had used it to catch the first feeding of their five month old, etc. and because an agent told her she could check her sixth bag she went ahead and checked it. She was too naive to realize the airport was full of thieves. She would not steal and sadly judges others by her own ethics. When she realized it was gone in Las Vegas she filed a report on the phone with Alaska, again when we were flying out of Las Vegas she inquired at Alaska on how to approach the situation. The Alaska employees told her to report it in Seattle when she arrived. When she did she was told she had to report it within 24 hours. When she told them she had done so, they looked on their computer and said her claim was closed. Under a great deal of protest, they reopened her claim. By the way, they said electronics are not covered. They also said that the baggage handlers were responsible, NOT ALASKA. A letter arrived saying her claim was denied. We talked to our lawyer who told us we may be able to take it to small claims court. We are very sad that Alaska Airlines have gone downhill so much. We sat on the plane an extra hour before leaving from Seattle because of a scratch on the plane. That probably gave the crew handling the baggage time to rummage through and take all the valuables. Oh, when arriving back in Seattle the bag that had been carrying the stolen camera was crushed so the handle would no longer pull up. Alaska did replace that bag on the spot, but when we were transferring the contents there was a silver bracelet that did not belong to my daughter. The thief must have dropped it after stealing it from another passenger.
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Stolen Items
Posted by on
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
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Alaska Airlines
Posted by on
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.

Resolution Update 02/03/2009:
Yes we did finally get a refund, but it was a ton of work to get there.
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MRM on 09/10/2007:
$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.
Anonymous on 09/10/2007:
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.
Hugh_Jorgen on 09/10/2007:
There's got to be a lot more to this story.
Anonymous on 09/10/2007:
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.
jktshff1 on 09/10/2007:
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.
Anonymous on 09/10/2007:
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'.
Lin10 on 09/10/2007:
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 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.
Anonymous on 09/10/2007:
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
jktshff1 on 09/10/2007:
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.
Timboss on 09/11/2007:
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.
Lin10 on 09/11/2007:
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 personnel 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.
jktshff1 on 09/11/2007:
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.
Lin10 on 09/16/2007:
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
Lin10 on 09/26/2007:
After 7 weeks we have been refunded $571.00 of the $1100.86! Really my best advice is to stay away from Alaska airline.
Lin10 on 10/03/2007:
At 2 months out we have still only received a partial refund. Customer support is obviously inadequate at Princess cruises, Alaska airlines and travelersadvantage!
Lin10 on 10/08/2007:
The current excuse is one page of the 30 pages of documentation I sent them is blurry!
Gromit on 12/11/2007:
The flight was booked through a third party, 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:
Lin10 on 10/12/2008:
This was eventually resolved, we were finally refunded the ticket price of the duplicate ticket we purchased because the counter personnel at Joth Wayne airport could not find our reservation in their computer. But it took 3 months of complaints, and a considerable amunt of time. So no Alaska airlines in the future for me!
CDKing on 01/01/2009:
I think the biggest problem here is travelers advantage screwed up not Alaska airlines. Don't 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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All-Time Customer Service Nightmare
Posted by on
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!
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Anonymous on 06/23/2007:
I got stuck in Spokane trying to do O.C. -via- Seattle. After realizing the airline was full of cr^p I rented a car and drove to Seattle and grabbed the next flight south. Sometimes you do what you have to do.
familytravel on 06/23/2007:
Doesn't sound like fun, but sometimes experiences like this just happen. I would be very annoyed with gate changes--7 times. I don't mind if the airline needs to change once or twice, but when they're doing it 7 times you wonder if they're just trying to confuse people so they don't even make the flight.
CrystalSword on 06/23/2007:
Last year we flew on Alaska Airlines and it was great, a wheelchair was waiting as hubby left the plane and all luggage arrived safe and sound both coming and going to Seattle. At the Seattle end of the trip a porter took us to luggage, waited with us until we collected everything, and helped us to our son's car in the parking garage. When we got back to Phoenix, a porter picked up my husband with a wheelchair and went fast enough I couldn't keep up (thank goodness I was familiar with that airport) and basically dumped him at the luggage rack and that's where I found was a struggle to get everything out to the curb and wait for our ride. That was the only bad part of the whole trip.
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Cancelled Flight
Posted by on
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.
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familytravel on 04/26/2007:
It's always frustrating when an airline doesn't know how to handle a situation. Did you request to see a manager or supervisor? Sometimes if one isn't present, look around on the counter for a comment card. I know it sounds silly, but usually if you fill out a complaint on one of those cards someone will contact you. You could also visit the airlines website and just write them an e-mail.
Hugh_Jorgen on 04/27/2007:
When I have been in a similar situation I have sometimes had luck calling the airline's reservations number while I stand in line. By the time I get to the head of the line my seat is confirmed and I just have to get a boarding pass. It's not prefect, but sometimes you have to work around the system.
Anonymous on 04/27/2007:
Good advice Hugh and how are you doing these days?
To the poster you might try Delta next time.
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