[A320FAN]

Originally Posted by WJKohlleppel

The following is the complaint that I sent to Alaska Airlines. The background of the issue is that Phoenix Airport is so spread out that it was impossible to make my connecting flight. Since I booked my flight on Travelocity, and have every expectation that the one hour layover that I had would have been suffient to make my connection, I was operating on that belief when trying to make my connection. Imagine my dismay when I was told that it was too late to get my boarding pass, when the plane was due to leave for another 20 minutes!

View the complaints for yourself. Some may not hold much water, since I was in a crappy mood at having been stranded in Phoenix for 7 hours. But still, the bottom line is that Alaska Airlines failed miserably to make adequate accomodations for my inconvenience. That customer service rep thought she was doing me a favor by waving some $25 fee, when that should be just plain good business sense, anyway.

Here's the official complaint:

I had poor customer service from representatives of your airline in both Phoenix, AZ and Portland, OR.

First Complaint - Through no fault of my own, I was running late to catch my connecting flight to Portland (see first flight referenced). I had 20 minutes before my flight was to depart and I wasn't allowed to get my boarding pass. When told it was too late, the Rep did nothing to aleve the situation. I asked for a simple meal comp, since I was stranded in Phoenix for 7 hours, again through no fault of my own. I was refused a meal comp and the agent gave me snide attitude, stating that she (Arcely) waved the $25 fee that she was supposed to charge me for the flight swap.

Second Complaint - While boarding the next flight (second flight references) I was help up by one of the flight attendants because she was giving a cup of water to another patron. This rubbed me the wrong way, as I had been previously stuck in Phoenix and was already in a bad mood because of Alaska Airlines' agent. I informed her that I had been stuck in Phoexin due to your airline and just simply wanted to go home.
Third Complaint - While waiting to take off, myself and other passengers were sending last minute text messages to loved ones. We were in the process of turning our cellphones off when one of the other fligt attendants (Carol) gave attitude to the passengers. When told to turn our phones off, we told her that we were working on it - cell phones don't turn off right away, it does take a few seconds, or so. She seemed to show some impatience and made a snide remark about how we couldn't take off until all cell phones were turned off.

Fourth Complain - When finally having arrived to Portland, I immediately went to baggage claim to get my bags that arrived to Portland before I did. This was just after 8pm. There were three customer service representatives dealing with a couple who had luggage lost in LA. I found my bags and made several comments that I found them and wished to claim them. Several times I was told to wait a moment. Several times I stated that I could see my bags, to no avail. Finally, one of the representatives had asked another to assist me. She called me over to her side of the desk, even though she could have walked over to my side to assist me. Once again I told her I was here to claim my bags. She told me to hold on one moment while she grabbed a piece of paper. When I asked if she needed to see any ID, she just simply asked what the name was on the bags. When I told her William, she merely said, "it's good enough for me." They clearly saw me scoping my bags and didn't even so much as to verify that I was the proper owner of said bags. And to make me wait, only to not bother verify they were mine made me even more upset with Alaska Airlines.

Bottom line is this: all I asked for was a meal comp. Yes, I was upset at not being allowed to make my connection, but I would have got over it had the rep tried to make the wait a little easier. Since I have never been treated so badly by an airline, I will NEVER fly Alaska Airlines again. This was my first and last experience with this airline. What makes it worse is that I have a dear friend who works for this airline. I would gladly give my business to Alaska Airlines because it means supporting him, in the longrun. But by principle, and by the way I was treated, I cannot give my business to your airline ever again.

And to think, this complaint could have been avoided had some of these airline representatives had checked their attitude.

- Bill

I have to agree with Gromit. You were late plain and simple. It is people like you who complain about the flight being trady but when your late for something your refusal to accept responsibility for your faults. Why should Alaska/Horizon give you anything. Your late your late. I do not issue meal vouchers for people who miss flights. I place them on standby for the next flight and that is that. If they want to be confirmed then there is a fee involved. As far as I can see, you may have walked into the Alaska/Horizon baggage service office with a chip on your shoulder since you refuse to except the burden of your doings to your self by turning up late.