I had an incredibly frustrating and disappointing experience flying with Alaska Airlines on March 17 from SFO to LAS with my family, including three toddlers. Due to an issue with my boarding pass not being in the system, TSA denied me entry while allowing my family through. I was instructed to return to the airline counter to resolve the issue, but the staff there casually dismissed my concern, insisting that “everything’s fine” without properly checking. Unsurprisingly, I was rejected again at security and had to return to the airline counter. This back-and-forth happened three times, each trip taking 5-7 minutes. Despite my repeated requests, airline staff refused to accompany me to security as TSA had suggested. The entire ordeal stretched for 30-40 minutes, adding extreme stress to an already chaotic situation. As the clock ticked down and my flight was about to leave in 15 minutes, I had to raise my voice just to get someone to actually help. Finally, a supervisor stepped in, seemingly performed a simple system refresh, and then walked me back to TSA, where I got through without issue—but by then, I had already missed my flight. To make matters worse, Alaska Airlines showed zero accountability for this mess. Instead of an apology, they attempted to charge my family $120 per person to rebook. The gate service counter attendant, Sonya, was particularly dismissive, refusing to acknowledge the airline’s mistake until I provided proof—including three boarding passes, and a TSA note. After escalating the issue, we were finally rebooked on a flight five hours later—but again, with no apology, no compensation, and no basic courtesy from the airline. This experience was beyond frustrating, and the lack of professionalism, urgency, and empathy from Alaska Airlines was shocking. I wouldn’t wish this on anyone. I will never fly with Alaska Airlines again—and I strongly advise others to think twice before booking with such an irresponsible airline.

I must say Alaska Airlines Customer Service Desk in the airport did an exceptional job. They helped me and were so kind and caring during the whole situation. I truly am so grateful to have been helped by them. They deserve all good things that come to them. I wish I caught their names but I know that good people have great things coming for them.

Rude gate agent. The gate agent, the old woman, as they started boarding people started aggressively checking people’s items because the flight was full. Forcing people to crush your suit into a luggage because she said it counts as a full item and would need to be checked- completely absurd. Also if someone is paying for their flight and they are adding 20 people from a waitlist have the additions check their luggage. Second issue: someone bringing a carry on seat for a newborn is not a checked item. Read the tsa and flight rules. Flight attendants and crew great, but don’t want stress at the boarding gate. Update after boarding: We took off with almost 3-5 bins that would be empty or near empty with 1-2 small pieces of carry on luggage. Most of the bins were filled with backpacks on the last 1/3 of the plane. First and last time flying with this airline

Trish @ SFO gave us the best service. She was extremely helpful and a true superstar!! In addition to helping with the boarding pass, she got wheelchair service handled that didn't carry over from our Hawaiian airlines reservation.

Alaska used to be the example of great customer service and value. They stood out in comparison to larger airlines for their loyalty program and service. Now they've become the airline that is large and unimpressive.

Great service by the customer care. My flight was delayed and then canceled, however, the front desk was very active and quickly arranged accommodation, ground transports, flights.