If anyone (coming from an unbiased perspective) has any other suggestions on where to file complaints, I'd very much appreciate it. I don't plan on stopping until the world knows of
the evil that is Alaska Airlines.
December 30, 2009
Department of Transportation
Office of Aviation Enforcement & Proceedings
400 Seventh St. SW #4107
Washington, DC 20590
RE: Alaska Airlines practices extortion with baggage in Mexico.
First, I appreciate this opportunity to voice my concern. I do hope some correction comes from this.
I traveled to Ixtapa, Mexico with my wife & 2 young children not too long ago. I've been communicating with Alaska Airlines regularly to no avail. They have made me jump through hurdle after hurdle & hoop after hoop while getting nowhere.
Upon returning from Mexico, we stood in line at the Zihuatanejo airport for over an hour to have our baggage checked. When we finally got to the front, they weighed each of our many bags, & then brought them all behind their counter. Up to this point, everything was normal. THEN...they said that one of our bags was over the 50lb limit & they'll have to charge me for it. I asked them to hand our bags back to me & I'll reshuffle some items into our other bags so all of them will weigh under 50lbs. (We've done this with other airlines with no hassle at all.) Here's where the trouble begins: They said if they hand the bags back to me, I'd have to wait in the back of the line (at this point over 1.5 hours long, which could've cost us the flight!) & start all over. I asked them why they're practicing extortion - why are they doing this when other airlines simply allow us to reshuffle things as I suggested. They said "Sorry, airline policy".
As I mentioned, I've written letters to their CEO, spoken several times to their (less than friendly) "customer care" department, written more letters upon their request. They did offer me a discount off the next Alaska Airlines ticket, but given this horrible experience, I told them several times, no thanks! Nothing will do short of crediting my account for the initial charge plus interest.
The last time I spoke to them, they very rudely told me "this case is closed" - again, even though I've been speaking to them on a regular basis since.
Alaska Airlines puts on a friendly face, but behind this avuncular logo figure is an evil corporation willing to do anything to rip off their customers!
I implore you to look into this as soon as humanly possible. Even though this took place South of the border, it is still an American airline & I urge you to A) have them refund my money obtained via their extortion tactic & B) prevent them from practicing extortion the way I described with anyone else any further.
The American passenger will appreciate all you can do to thwart this.
Thank you very much.