My name is Brandon Boothe and I have been an solid Alaska Airlines customer for 8 years. I travel down to CA once a month and visa versa my daughter come here to visit. This is the first time I haven’t been a MVP and it bothered me when I call Customer Service to see how I could maintain my status. The young lady on the other end was abrupt and to the point and that was the end of the conversation. It has bothered me that their was no compassion or care from the other end on the phone, and wanted to share this. My wife and I have decided that once we have paid off my card we will be looking to close both our Alaska accounts. We are finding that customer care and seeing our business as value statement and treated with respect being a reason of staying with a company. Thank You For Listening.

I recently led a group of 11 on a trip from Houston to Seattle. (Flight 347 on 5-23-19). Since we had a group of 11, I wasn’t sure if I should use the kiosk or go to the desk. I asked an employee, Katrina, and she said that she would help us. She took us all to the counter, and she handled our group in a very timely manner, checking in our baggage and giving me the boarding passes. Houston Airport has not allocated much space to Alaska Airlines, so it was a little confusing with our large group. Katrina made us feel important as customers.

We checked our baggage and walked to our gate. In a few minutes, Katrina appeared at the gate counter, helping handle passenger’s questions. She was very friendly to us there also, and she told us to have a wonderful trip. When we landed back in Houston, five days later, Katrina was standing at the door of the plane and remembered us. It was like seeing an old friend.

Thank you for employing people at Alaska Airlines that seem to truly care about customer service. Too often, service industries don’t see to realize that the customer is important. Katrina went beyond and above!

As a side note, we loved the plane that we flew. It was newer, very clean, and we so appreciated what seemed to us as extra leg room.

Confirmation # DQSZKQ Richard and Barbara Gordon
Our flight from SAN to Medford, OR AS209 to AS2221 on 08/17/18 was delayed leaving SAN resulting in missing flight 2221 to Medford, OR at 11:00 AM — Alaska Airlines put us on the next “available flight” at 7:00 PM connecting through Portland to Medford! As that departure time approached the departure time was delayed to 7:14 PM then to 7:40 PM which would make us miss the connection to Medford. The agent then put us on a flight to Medford at 11:00 PM that would have arrived after the rental car counter would have closed. I asked the agent to pull our bags and I made a reservation on Delta to Medford at 9:00 PM. I am requesting a refund of the cost of the portion of the AA flight that you did not provide.

I’m a little confused. You lowered your baggage sizes yet you don’t follow your own guidelines. I flew from EWR to Seattle on 3 October 18, flight 11 and there were several bags that wouldn’t fit in your baggage prop. Yet no airline rep. noticed or said anything. Why bother downsizing. You’re losing a hell of a lot of money not checking bags in. Most passengers are afraid of lost luggage which can be remedied by color coding baggage tags. Red tags go north, white goes south etc. it might also stop the mad rush to get on board first rather than worry about bag room on board. It’s getting almost stressful to fly nowadays.

. I had an interesting customer service experience with Alaska Airlines this morning.

My flight to San Francisco was set to leave at 6AM – they asked that I arrive at the airport and be prepared to board at 5:20 AM. I was at the airport and through security by 4:50 AM.
When I went to gate C1, there was a message posted that my flight had been canceled. Not postponed, but canceled. And that I was to find an Alaska Airlines Customer Service Agent to assist me. Well, let me tell you, Alaska was not about to pay superfluous agents to hand around their gates at the Portland International Airport just to look nice. So I walked several terminals before I found a CS agent at B1. They could not tell me why my flight had been cancelled, just that it had and that I was so lucky – there was one seat left to get me to San Francisco. In retrospect I never heard him say what time he would get me there. Keep in mind I needed to attend a mediation that started at 10 AM. After perhaps 5 minutes of him running around to several computers, he proudly showed me my new boarding pass – for a flight that left PDX at 1PM and arrived at 3 PM. Well, needless to say this would not help me in the slightest so I advised the agent he could cancel my flight and let some other SFO-bound flier access that that last seat.

It was after all of this that I received the text from Alaska confirming my flight had been cancelled.

As dumb as the morning had already been, it just got dumber. He told me he was “not comfortable” cancelling my ticket since it was the last one available and I still might need it. Despite my multiple pleadings he would not cancel the ticket. So, in essence, I had an expensive ticket that I did not need and could not use in my hands. He asked me to call a toll-free number if I wanted to cancel the flight. So I dialed and was told my wait time would be between 22 and 31 minutes and did I want someone to call me back. It is now 5:20 AM. So I called and waited. The only bright spot of the morning was the Alaska Corporate guy who apologized for the cancellation and helpfully refunded my purchase price directly to my credit card.
I never did find out why my flight had been cancelled – no one would tell me.