[MLDelany@aol.com]

Alaskan Airlines


Dear Customer Care, Alaskan, AA, and Horizon Air:

I am disappointed with services provided this week through Alaskan Airlines and via code share partners American and Horizon air.

I purchased roundtrip flex fare from Alaska Airlines from Arcata, to Miami and back. Location code OMJTVM. Unfortunately an incident similar to last year's Reference # 453098 Alaska Airlines Ref # 496148 Priority 079737625 occurred again, this time with some additional actions by Alaska Airline, LA station Supervisor (March 21, 8pm PST) "Linnea".

After arriving at MIA at 12:15 P.M for return flight 1210, American Airlines 1:20 departure I waited on a short line for more than 45 minutes to receive a Boarding Pass, the agent refused to allow me to make the flight and instead rebooked me on the next flight out, scheduled to arrive in LAX at 6:55, for a 7:37 Horizon Air departure for Arcata. This flight, instead, arrive LAX at 7:20, with no provision to continue to Arcata.

I'd contacted Horizon to reserve the last available flight on Sat to Arcata. Horizon refused to take the reservation as I was holding one for 7:37 (Horizon Policy).

On arriving at LAX I as directed by Alaskan Airlines to contact the service counter for Hotel and next flight out. Instead, the service desk somehow determined this was my fault, and that I would have to wait until Monday, for "next available flight." This was not my fault, I arrived an hour early as directed by the contract of carriage issued me, and Alaska Airlines partner American Airline re-booked the ticket for an "improper interval" of 42 minutes, with no other connection reservation, although one was available on the next flight out, Saturday, direct to Arcata.

I requested a hotel voucher and ticket, Alaska called American and directed me to leave the terminal and "go see American." I asked Alaskan Airlines service agent Jeanette, to confirm this arrangement prior to my leaving the Alaska terminal. Jeanette and American conferred and determined there was no responsibility on Alaska's part, or American's part although I still hold a flex fare ticket to Arcata, from Miami.

I question this persistently with both Jeanette and her supervisor Linnea. I contracted for transportation to Arcata, from Miami... and paid for this, $1,213.50, via Mastercharge. However I was stranded in LAX with each partner blaming the other. I insisted Alaska sort this out and provide passage on next flight out, and if overnight delay, a hotel room. Instead, while on the phone to Alaska Airlines central reservations (Slyvia), Linnea called the LAPD and TSA to remove me from the terminal!

When the company you are doing business with calls armed men to remove a customer complaining of poor service, the business relationship is pretty much over. I think everyone present agrees that Alaska Airlines supervisor Linnea overreacted. Many customers were present at the service desk at that time with similar complaints, and mishaps.

The LAPD officer (badge 519) and I discussed what he observed that warranted this action. He said "I saw nothing." Alaska Airlines simply reported something and requested I be removed. I was holding for customer service at the central 800 number for the 15 minutes after Alaska Airlines booked a flight from LAX to Portland, then Arcata for Saturday.

The staffs behavior is inexplicable, and unforgivable.

I would appreciate compensation for the return flight, not delivered, $606.75, the hotel and food, approximately $200.00. An apology and the removal of Linnea from a supervisory role seems the minimum I would expect Alaska Airlines to do, for her abusing her authority and retaliating against an Alaska Airline's customer without cause.

The police are not to be indiscriminately used as agents of Alaska Airlines for resolution of simple disputes. I hope you agree that police are called there is potentially a dangerous situation, not when a customer requests a hotel voucher, and insists that the airline deliver him to his destination in a timely manner.

As I was being lead away, customer care/reservations came back from hold, with the answer I expected, "Send us the hotel bill." Unfortunately Alaska Airlines staff considerable raised the issued, jeopardized the safety of us all, and embarrassed and cast aspersions on my character.

Is this how you want to run your airline?

I await your response. Meanwhile I will follow-up this complaint with the LAPD, the DOT, my elected representatives, AA customer care and other consumer recourse.

Sincerely,

Marc Delany



Marc Delany
PO Box 570
Prescott AZ 86302

cc:
http://www.aa.com/customerrelations.


Barry L. Robertson
Customer Relations
American Airlines