Read the reviews below to see the experience other people have had when dealing with customer service from Alaska Airlines and Horizon Air.
I had the pleasure of visiting the Alaska lounge at JFK on my way to Seattle and was greeted by a beautiful lovely young lady By the name of Jackie it was so nice chatting with her before entering the lounge her professionalism and personality were exceptional she is a star employee in my eyes.
Paid for First Class for my husband and myself.. Got on and all was great for a whole day of flying from Chicago to Anchorage Alaska we thought . At 8 in the morning, expecting to have maybe coffee and breakfast.. NO.. We got a choice of chicken DINNER or BEEF dinner and salad.. OH ok.its morning but lets eat DINNER .. we both ordered the chicken and it was HORRIBLE. With some dried up brussle sprouts and a tiny spoon full of mashed potatoes... REALLY!!!! Ok.. heck with it, we will have a few beers. and then never got offered another drink or anything.. ( NO we are not big drinkers , loud or , drunk etc.... ) so lets just get some water... Oh ok.. an hour later in FIRST CLASS I get a glass of water that I call to get !! Thanks... Wonder if its worth it to buy the first class. The seats were great though..
I took Alaska Airline from Seattle to San Diego with my kids and the crew where untrained b/c some passengers seat on our seat and I was holding my kids standing almost for 15 mintues with out any help beside the washroom. Another thing when they change the get number after we lined up on 9 they changed to 11 right away, we didn't even see on the screen.
Had a letter from Adora Becker dated 2/14/2013 stating that I would be getting a refund on a one-time exception to refund the new ticket I had to purchase due to a medical emergency. To date I have heard nothing about the ticket. Plase advise.
Arleda Broad
July 12, 2012
My husband and I and twenty other coworkers were scheduled to fly out of Yakima at 6:00am. We boarded the plane on time and flew to the Seattle airport where we had connecting flights to Florida. The plane did not land. The landing gear was down, we were descending, then we suddenly pulled up and the copilot announced that it was a "mislanding". (I have NEVER heard of this) He laughed and said we would try it again. We circled around and then came back to the landing strip. Once again we began descending with landing gear down...Another "mislanding!" We circled around for a third time, and tried again to land...Mislanding! Then he announced we would be heading back to Yakima! Which we did. An hour later, we were told that there was some type of "technical problem" and that the plane couldn't land in the fog at Seattle. Nonetheless, we were instructed to board the SAME EXACT PLANE even though the problem had not been fixed! I felt very uneasy about getting on a plane that couldn't land in the fog, as I felt that my life was in jeopardy if the pilot made an attempt to land and didn't judge the distance correctly. I got on the plane only because I had to get to the conference in Florida with my coworkers, so I didn't want to miss the connecting
flights. SO, we boarded the plane again. The pilot announce that we would "Give it another try" referring to landing in Seattle, and he also said that if he was unable to land the plane, he would fly us to Portland, OR instead. I was unhappy with this announcement as I felt I had no other options but to stay on the plane. Next we flew around MT.Ranier 3 or 4 times because the pilot said that the airport was too busy. Many of us felt nauseous at this point. He then announced that we would try to land if the fog was lifted enough....So, down we went only to pull up again for the FOURTH time! We then circled around and he landed the plane on the FIFTH try. We missed our connecting flights. What should have been a 30minute flight ended up being a 4 hour nightmare. I did not arrive in Florida until 2:00am. (I was supposed to arrive at 4:30pm) So TEN HOURS were added to my traveling day. I missed some of the sessions at the conference the next morning as a result. I have received NO COMPENSATION. My husband and I believe that your airline should compensate us for the fiasco we had to endure. The pilot made poor judgement calls in several ways, and I would hope that this does not routinely occur with flights from Yakima. We live in Yakima.
We are frequent AA users. Already booked in for Hawaii Feb next year. Used Jen to find out if I have a companion fare left but Jen was no help. Dale Dirks, 88231382. Also for my wife Barb Dirks. Don't want to waist a telecon as your staff are great but busy. [email protected]
Thank you.
Dale Dirks
I am very disappointed in your Airlines,,we signed up got a champion ticket to fly anywhere
We wanted to book from AZ to Hawaii,for ex;;Now we have been informed no matter were we want to fly to we have to leave from Seattle Lookup my credit and see how much we applied to the credit card,,and how fast we paid it off...To me what you are doing is fraud advertising...We have to drive or fly to Seattle in order to use ours tickets.
Good bye Alaska credit card...We have all those points built up and now we can not use them...
Janet Kershaw
520-413-7482
I just called Alaska Air as my wife's mileage plan was expiring today. The Customer Service Rep was very kind and immediately offered to add 1 mile so that I would have more time to add to the mileage. I was blown away by the high level of customer service. They have won my loyalty.
This comment pertains to Horizon Air flight #2353 on Friday, March 9,2012 - Spokane, Wa. to Portland, Or.
I was seated in 11B, the man seated in 11A was a very large person. His gluteus-maximas was exactly that taking up all of his seat and half of mine. His legs were so big he had to sit with them spred taking up over half of my area. He brought on a bag too large to fit in the over head so he was allowed to put it on the floor taking up all the space for his feet as it stuck out all the way to his seat! I was told that a person this large must purchase 2 seats so why was this man allowed to get away with this? My seat on this flight should be reimbursed to me as I was the one had to suffer the very uncomfortable flight! I would have asked to be moved but it was a full plan so nowhere to go.
"MY EXPERIENCE WITH CLINT, THE ALASKA AIR SUPERVISOR" by Todd Thomas. 1/23/12
On 1/21/12 I went to the Alaska Airlines (AA) Ticket Counter at SeaTac Airport in Seattle, Wa., to purchase two previously reserved tickets for an AA flight in April 2012. When purchasing the tickets, I intended to redeem "customer care" certificates (eight certificates valued at $25.00 each, good for $100.00 off each ticket) that were given to me by an AA rep. in baggage claim at SeaTac a few years ago, after an AA flight during which both my wife and my bags were lost, and sent via courier to my home two days later. The certificates read "our apologies for your inconvenience" and were intended, per the AA rep. at baggage claim, to provide a $100.00 per ticket discount on a pair of tickets, for future travel with AA.
On 1/21/12, at 6:15 pm, at SeaTac airport, the ticket agents at the AA counter discounted my tickets for the flight in April 2012, per the “customer care” certificates, and charged my credit card for the fare. However, before the transaction was finalized, the "shift supervisor," or whatever his title was, passed by the counter, saw the "customer care" certificates, and proceeded to inform me that AA does not issue such certificates. This man, Clint was his name, went on to pull me to the side, and asked, in a very accusatory manner, where I got the tickets, just after I had explained to him the story of the lost baggage (check your courier records for the delivery of my lost baggage to my home if you, like Clint did, think I am lying). So, I explained to him, for the second time, that the certificates were given to me by an AA rep., in that very airport's baggage claim. Clint then smirked, and informed me, with great disdain and smug certainty, that AA would have NEVER have given me eight certificates for one lost bag. I replied that I never told him it was ONE bag (AA lost four bags on that flight, my wife's included), and nonetheless, I was not trying to scam AA out of a discount on two fares by 1) showing up in person at the airport 2) filling out the certificates with my address and phone #, and 3) paying for the tickets with my credit card. Give me a break! However, Clint proceeded to inform me that he was "taking" the certificates, and would not allow me to use them. This was done with no explanation, aside from innuendo that the certificates were phony or somehow being improperly used. When I asked for documentation of the "confiscation" of the certificates, as essentially Clint was taking cash value certificates out of my possession, Clint rudely refused to do so. It was if he expected me to slink out of the airport, caught in my alleged lie, grateful Clint was not turning me over to airport police.
In summary, I received the certificates from a representative of AA, as a gesture of goodwill, to make up for the inconvenience of lost bags and lost time. When I attempt to redeem them, I am treated like a low-life scam artist by an AA supervisor on duty (Clint), despite assurances by an AA telephone rep. earlier that day that the certificates have no expiration date, and would be honored (I was concerned that the certificates were a few yrs. old, despite no language printed on them re: any expiration date or limit on the time frame during which they are used, so I double-checked with your airline). Check your records for documentation of that call, during which I reserved the flight. Also, check with AA reps. who may have worked in baggage claim during the time period of 2006-2007. If I were a betting man, I would lay money that they would report that issuance of such certificates was fairly common practice at that time, in the event of lost luggage. Lastly, examine the certificates Clint “confiscated.” Surely he kept them as “evidence” if he felt it necessary to take them away from me. Do they look like counterfeits? Three other AA employees who looked at them at the ticket counter that night when processing my transaction sure didn’t seem to have any problem with them. I’ll attest that I tried to redeem them. If they are bogus, or if you can prove there was any impropriety associated with my attempt to use them, then I guess I’m guilty as charged!
So, I wasted a trip to the airport (required to redeem the certificates), was essentially called a liar and was treated like TRASH by Clint, the AA supervisor on duty, and ended up with no reserved flight to boot. I was hence unable to make further trip plans with family, as I am now not sure when I will be arriving at my destination. A great night!(heavy sarcasm). Who likes having their character and integrity brought into question with no justification, especially in such a public place, and by someone who is supposed to be, per your airline's claims, courteous and respectful? What a joke! By far this was the worst "customer service" experience I have ever had, in my 42 years of dealing with bored hotel desk clerks, cab drivers, Department of Licensing clerks, and otherwise cynical and burnt-out people. I am still trying to make sense of what happened the evening of 1/21/12; it was almost surreal.
Sincerely,
Todd Thomas (still a loyal customer)
We are writing to share our very pleasant experience with Jodi Roy (Horizon service agent, Spokane) on 12/10.
My husband and I arrived at the Spokane (GEG) airport for our Saturday 8 am flight to Sea-Tac. When we could not find our flight on the “check-in kiosk”, we approached the ticket counter for assistance. The young lady helping us also could not find our flight information. She finally discovered that the round-trip from Spokane to Seattle (which we booked online) was booked BACKWARDS: departing Seattle on 12/10, instead of departing Spokane!
At that time, she requested assistance from Jodi Roy. Ms. Roy confirmed that we had indeed booked our round-trip flight backwards (HOW did we do that!?), but quickly went straight-to-work in an effort to correct our booking blunder.
Long-story-short: she was able to re-book our flight correctly, departing Spokane (and only 30 minutes later than when we THOUGHT we were to leave Spokane – and unbelievably, there were only TWO seats left on that flight!) and returning home at the same time we had desired. She was professional, efficient, patient, calm (we were frantic as we didn’t want to miss our grandson’s 5th birthday celebration… and disappointed that we had made such a careless error!), and very kind in a difficult situation – and did so without charging us any extra fare… amazing!
We would like to extend our gratitude to Ms. Roy for her assistance on 12/10… she definitely went “the extra mile”, going above and beyond when she really wasn’t obligated to – she is to be commended for her exemplary customer service and we hope that our message is forwarded to her; THANK YOU Ms. Roy – you saved our weekend!!
Very sincerely,
Thomas Boling and Gayleana Dschaak, Spokane, WA
This is 7/3/11 Sunday afternoon (13:00), all phone numbers and offices are closed or non responsive, and this is an attempt to notify Horizon Air of bagagge damage. On Saturday at 15:00 flight QXE 2095 arrived at MFR. Baggage distribution was delayed due to a malfunctioning mechanical system. Upon checking the contents of the bag this AM (7/3/11) found the Bushnell 16x32 (SER# 13-16320) ill repairably damaged. Still trying to get through to the Air Baggage Service office and to Horizon Air customer service.
Thanx - Kimberly Sands 541-773-4362
My daughter and I were scheduled to fly on Alaska Airlines from Vegas to Seattle and were stranded at the Vegas airport for 12 hours because of a broken plane !! We were given an $8.00 voucher for breakfast and one for lunch. What can you buy at the airport for $8.00 ? The worse part is by the time we finally got to Seattle we had 25 minutes to make our flight connection to Anchorage. We were sent to D gates but our plane was at C gates !! This was on Monday June 27th 2011 ! I want some sort of compensation for both my daughter and myself. Until then, neither of us plan to fly with Alaska again ! It was nearly intolerable for both of us !
Carlene McKillop [email protected]
Stephanie Gillen [email protected]
WE RECENTLY TOOK A TRIP FROM PORTLAND,OR TO BRADLEY INTERNATIONAL--- ON THE WAY BACK OUR MID STOP WAS IN CHICAGO , O'HARE.--- THAT PLACE WAS TOO BIG FOR US AND SINCE AMERICAN AIRLINES OWNED ALL OF THE BOARDS , WE DID NOT KNOW WHERE TO GO TO CONNECT FOR THE NEXT PART OF OUR TRIP. WE WERE RUNNING LATE, WE WERE FRANTIC, SINCE MOST OF THE AIRPORT PERSONNEL DID NOT SEEM TO UNDERSTAND OUR DILEMA. AFTER OVER 1/2 HR OF LOOKING FOR OUR GATE WE STUMBLED ONTO THE ALASKAN AIRLINE BOARD { A VERY TINY BOARD ) AND THE GATE WAS RIGHT BEHIND US.
WE DID NOT KNOW AT BOOKING TIME THAT WE DID NOT HAVE PRE-ARRANGED SEATING. I WAS SURE WE WOULD HAVE TO SIT FOR A 4 1/2 HR FLIGHT , WITH DIFFICULT SEATING AND MY HUSBAND TRAVELS BETTER IF HE SITS RIGHT NEXT TO ME. WE ALWAYS ASK FOR AILE SEATS.
WELL , TO MAKE A LONG STORY A LITTLE LONGER ,ALTHOUGH I WAS NOT AT MY BEST BEHAVIOR ---- HOWEVER BONNIE SMITH AN ALASKA AIRLINE DESK EMPLOYEE AT THE GATE FOR FLIGHT 7863 2:10 PM TO PORTLAND ORE 6/7/11 HAD THE GREATEST ATTITUDE AND LISTENED TO HOW TRAVEL WEARY WERE. I WAS SO VERY TIRED AND FELT SO INSIGNIFICANT AMONGST THE MANY ON THIS FULL FLIGHT. I DO NOT KNOW HOW SHE DID IT, BUT WE WERE ABLE TO GET THE TWO SEATS TOGETHER AT THE EXIT ASSIST SPACE. WE USE ALASKA AIRLINES ALOT. THEY ARE THE MOST DIRECT EVERYWHERE FOR US .
WE DO NOT KNOW IF THIS IS THE CORRECT WAY TO CONTACT ALASKA AIRLINES TO PARTICULARLY SEND A SPECIAL THANK YOU AND THE EXPRESSION' PEOPLE LIKE YOU MAKE A DIFFERENCE 'TO BONNIE SMITH AT ALASKA AIRLINES. WE THANK YOU.
IF THE PERSON RECEIVING THIS COMMENT COULD PLEASE FORWARD THIS TO THE CORRECT AREA IN ALSKA AIRLINES WE WOULD VERY MUCH APPRECIATE IT.
WE'RE NOT TOO SAAVY WITH THE COMPUTER STUFF. WE JUST COULD NOT LET ANY MORE TIME GO BY WITHOUT TELLING SOMEONE AT THE TOP AT ALASKA AIRLINES THAT BONNIE SMITH MAKES A DIFFERENCE. THESE ARE THE PEOPLE THAT THE TRAVELER LOOKS TO FOR DIRECTION , UNDERSTANDING AND CONFIDENCE. THANK YOU BONNIE SMITH.
RESPECTFULLY,
GARY AND VICTORIA SEGER, KALAMA , WA. 98625
Horizon flight departing Pasco, May 6, 2011, departing 11:30 to Seattle. Complaint concerning lack of handicap accessiblity at Seattle Tacoma airport. My physically and handicapped daughter needs a wheelchair to get to aircraft (no terminals, only stairs). We were taken down an employee hallway, down an elevator, outside to unsafe environment with railings and terminals above our heads, under chains, etc. When flying out on May 14 from Seattle to Pasco, we were the last ones to be seated on the plane. May daughter walks only with assistance which is difficult with no passengars, and very difficult with passengars on board. By the time we finally got to our seats, which were in the middle of the plane, the attendant had given one of our seats away, which would have seperated my daughter and I. She needs to be with me. Out of the kindness of the passengar who saw the situation, gave us our seats together. When arriving in Pasco, we waited to be last off the plane, but there was only one person handling the luggage for the "ala cart", which had our wheelchair. As we were going down the steps, which again is very difficult, she yells "no go back, we don't have her wheelchair ready". Is not possible once she is in one position. She had to stand, which is hard for her, waiting for her wheelchair. There needs to be better handicap accessibility.
On May 24, 2011, my husband and I returned from LiHue, Kauai on flight 854 to Seattle. We had one bag to check.
The first gal to help us said it would be $20. We gave her a $50 and she said she had to go get change. Another gal
came up and said the bag was 7 lbs over weight, so the cost would be $30 more. So it cost us $50 for this overweight
bag. Is this correct? Label on bag was #AS 43-92-48 Arlene Rucker
V
My wife and I bought tickets after Christmas to fly and see our kids in Medford, Oregon. I don't have the fight number, but we flew Horizon air from Boise, Idaho to Portland. Ore. with a change to arrive in Medford, Ore. We had to drive almost 3 hours to get to Boise and made arrangements to have someone take our car. when we arrived and went thru security and got to the gate, our flight had been canceled. We had no where to go and no car to go. They did their best to get us there. We eventually got a flight to Sacramento, Calf. then to Portland then to Medford. We were over 4 hours in the air and almost 5 hours in airports. I was very unhappy in that they could have notified us before we left to drive to Boise, They were purchased 2 months in advance and had telephone numbers and e-mails. The ladies did try hard accomodate us. The one attendant said she was going to e-mail us something, but we never saw that. I am searching for confirmation numbers and flight numbers, but don't have either with me at this time. The flight date was Wed. Feb. 16, 2011. It was to fly out about 2:25 in the afternoon. It seemed like it was flight 2354 or something, can't be for sure. The tickets were purchased under the name of my wife, Doriann R. Clegg at 1658 Yale Ave. in Burley, Idaho. It was a very frustrating day to say the least. I don't think it was handled properly. We did arrive in Medford about 6 hours after we were suppose to. At this point I don't know if I want to fly Horizon anymore. We do fly there about twice a year to visit our family. If I can find flight numbers, etc, I will get them to you. At this point, that is all I have to go by. I wanted you to be aware of what happened and nothing ever came to us. I don't know what that was suppose to have been.
Sincely, Leon and Doriann Clegg
Telephone numbers
1-208-678-1449 or 1-209-300-0075
I wish to compliment the male employee at the gate of flt 670 on 3/17/11. His calm and professional handling of an argumentive and irrational female was outstanding. He should be recognized for the way he handled this disruptive situation.One seldom sees this any more and was a joy to me to witness it.
I was a Customer Service Supervisor for 30 years.
Today (March 31) on a flight from Seattle to Sacramento our flight was crrying a very special cargo, the remains of a fallen soldier. There was an honor guard as the casket was loaded into the plane in Seattle. Two soldiers accompanied the casket on its flight to Sacramento. They were seated in the bacl of the plane. Upon landing in Sacramento, after the first class passengers and the first three rows of cabin passengers deplaned the Flight Attandent announced that the remaining passengers were to get out of the isle because there were two soldiers that had to deplane to do their duty. I feel that the whole flight crew was in error. The two soldiers should have been seated in the front of the plane or even First Class. They have to do a job that not many would want. They have to accompany the remains to the fallen soldiers family, and assist in any way they can with the srevices. In the future i would hope that Alaska Airllines would show more dignity in handeling the way these Honor Guards were treated.
I believe Alaska is the best airline. we recently were on a flight h where a passanger had a serious medical emergency. it was handled very, very well. No one ever wants to hear "is there a doctor on the flight?". If I were ever to take ill in the air, I hope I am on Alaska Airlines.
I wanted to make a comment about your agent Pavel Manchik #15975. He is an employee that represents Alaska Air very well. He is caring and attentive. We had our 5 year old granddaughter fly back home to Phoenix on 07/19 with a friend and he was very helpful.
"Great Employee"
Flew Alaska many times this year and recently have experienced the worse treatment. My bag was terribly damaged and the bagagge claim agent told me that they were not responsible for minor damages and that "my bag could still close". Sent them an e-mail and they make it SO difficult that it is not even worth the hassle, yes they are not responsible they are Irresponsible. I will boycott Alaska Airlines even if I have to take 5 different planes to get to ALASKA.
I had to purchase tickets for my daughter and myself to attend my brother's funeral. I booked my tickets online. My son in law called about bereavement discounts and was told they were available with a death certificate and name of mortuary.
Now, I need to provide my documentation and can't find an address to send it to.
I called a customer support agent and was told that you have to request the discount when you purchase the tickets and that you have to buy the tickets directly from the airlines.
This is a double bind corporate rip off.
Hey, Alaska Airlines, own up
