I have been a long-time customer with Alaska Airlines, but I must say that I am not pleased with the customer service my family received on our last trip with this airline. Starting with our first leg of the journey – September 18th on Alaska flight 629. We arrived at the gate in Seattle, and there was no wheelchair waiting for me. Since I am a disabled veteran and prone to falling, this was a problem. We asked the gate agent if she could help us. She was disinterested and rude to us. Even though it was a struggle, we left and walked to the customer service desk in the terminal. Your agent at the desk was helpful and ensured we received a wheelchair, even finding us a place to sit and checking on us several times to confirm it arrived. On the return leg, because I am disabled, we had to check in our bags at Fairbanks for flight 140 on September 24th. Your agent was struggling with charging my account for our baggage. She was rude, disinterested, and rushed. She kept claiming that our accounts were all rejected for the charges. But as it turned out, there was nothing wrong with our accounts, just her reader. When she changed readers, everything worked. While she was frantically asking us for different accounts, she ended up incurring $480 in charges on our various accounts, which have still not cleared. When we noticed her later at the gate, waiting for our flight, we told her what had happened, and her response was again rude and disinterested. “She said Not my problem, call customer service”. When I called customer service, I got the same attitude. Their response was that you would have to wait ten business days and then file a complaint. Only one Alaska employee we interacted with was supportive and wanted to help us. I will certainly have second thoughts about flying Alaska Airlines in the future.

They cancelled most flights for hours due to an IT outage, but then only had one customer service agent per flight to assist hundreds of people, and the call line had a two hour wait. The line was also approximately a 2 hour wait, which was coincidentally about the actual flight time I was supposed to have. Very understaffed, and the staff was unapologetic to people being told they would have to fly out 24 hours later or more. On top of that I just watched one extra agent who was briefly available leave for the day, with a large line built up. When I did get to the front of the line they could move my bag to the new flight to a.different nearby city I booked myself, but everyone else who did not book on the app was told there was nothing left. After moving my bag, I showed that their reimbursement was only for my original fare price, not the price difference with the new fare. They said I had to go to the new gate and wait in another line to resolve that. Then for the next fun step in my adventure customer service called be back 2.5 hours after they stated they would call in 1.5 hours only to tell me they couldn't handle that reimbursement issue and although I was clearly owed the money, that I would need to call the other line starting at 6am the next day to resolve it. one final fun wrinkle is that the staff indicated they would not reimburse for travel, but they would reimburse for a hotel overnight which was far more costly. Update: They kept delaying the replacement flight until 1am when they canceled it, but not before yelling at many customers (not me thankfully) and they even threatened to call the cops on some people and have them removed, when they didn't seem to do anything illegal or threatening at all. They also lost my bad and told me it was because it probably flew out on another flight, even though no Alaska flights had left since I checked in Suffice it to say after exclusively flying Alaska for 7 years and my wife and I both being card holders (essentially the only card we use) we just can't justify sticking with Alaska as this last year has been a lot of small disruptions culminating in this absolute trash experience.

Alaska airline has generally been good to me. I have not had a bad time with losing a flight or flight delayed for more than an hour. Unfortunately some of the staff can be a bit more friendly and helpful but overall great airplanes clean and comfortable. I flew to Vegas and back and it was a super easy flight. No complaints arrived on time and left on time.

This review is for Hawaiian Airlines. Friendly, beautiful customer service. I wish I asked for the beautiful woman's name who checked my bags in Hawaii. She noticed I was wrongfully charged in Vegas and helped me get my refund... $130.00 ~ You are the best!! 🙂👍🙂👍🙂👍 "COLBJI"

Nous sommes français, en voyage aux États-Unis....Very good experience... very well guided by the reception staff... we will remember the extreme kindness and dedication of Arlène Artis, who accompanied and helped us when we were in difficulty. Merci ...Fanou et Mark