Alaska Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1002 reviews
4/10
3 star Skytrax Rating
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1/10

"would not let us on the flight"

(United States)

Trip Verified | We were flying Dallas to San Francisco for our 5 year anniversary and when we got to the airport the TSA lines were abnormally long. We managed to get threw and arrived at our gate 5 min before our departure time, but they still would not let us on the flight. The worst part is that our airplane sat at the gate for another thirty minutes before they finally backed away while almost ten passengers sat inside looking out the window. Meanwhile the gate next to us held the flight an extra 5 min after the flight time for passengers that were in line. The flight attendants were very rude about the situation and not at all empathetic. we were told that they had no other available flights for the entire day and we would have to reschedule. We will definitely not be flying Alaska again. They clearly don’t have any consideration for their passengers if they will close a plane early knowing that there are that many checked in customers standing in line because of uncontrollable circumstances. At least wait until the flight time.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to San Francisco
Date FlownOctober 2019
Ground Service 12345
Value For Money 12345
no
1/10

"most unprofessional group"

(United States)

Trip Verified | Fort Lauderdale to Spokane via Seattle. Thank you for hiring the most unprofessional group of people I have ever had to deal with. Flight attendants could’ve cared less about the passenger's needs when a delay and bussing passengers to the gates, in the rain was announced. My inquiry was followed by a stern “go look at the board when you get there” Really?! I am on crutches with a broken foot and you can’t do your job and answer my question? I would like to say, end of story but that was only the beginning of my nightmares with Alaska! Long story short, I was lied to, refused by your transporter to take me to my connecting flight, insinuated to be a liar by a Customer Service Rep when I attempted to explain why I was standing in front of her and not on the plane, that quite frankly, none of us are really sure was even at the airport to load into at all, only to have my boarding pass thrown at me and told she wasn’t dealing with me anymore when I calmly asked if she was calling me a liar when I told her transport refused to take me to connection. A manager told us all (about 100-150) it is what it is, Alaska isn’t at fault so you can sleep in the airport for 2-13hrs. Yes, I finally got them to get me a room after much discussion and someone videoing him telling me I could sleep at the airport with my crutches and a broken foot. Because of your crew, I have lost an entire day to help my family in the midst of a family emergency. And been penalized by my car rental agency because I wasn’t on time picking up! Way to take care of your passengers! Because of this, I now know which airline not to fly and will be sure all of my associates and friends know the same!
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFort Lauderdale to Spokane via Seattle
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"cancellation the price of the ticket"

(United States)

Trip Verified | San Diego to San Jose. I booked a flight for a wedding that has since then been cancelled. It was very frustrating to discover that the cancellation fee is the price of the ticket. What makes it worse is they wont deduct the fee from the money I already paid for the ticket. I have to pay for it out of pocket and then hold a credit to fly with them again. I support having cancellation fees but they should be proportionate to the ticket amount and it should be deducted from the money that has already been paid. This policy is not customer focused and frankly enraging. They would not consider doing a one time waiver. I hope I am never in a situation where I have to fly with them again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Diego to San Jose
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"Worst experience ever"

(United States)

Trip Verified | Reno to Seattle. Worst experience ever that I’ve had with flying. I’m On a multi trip destination and this is my second trip with them. They literally have no idea what’s going on. Never have I have been questioned if I’m “ok” to fly. The younger flight attendant was rude and not friendly at all. She yells at me to get back to my assigned seat when I got up to get my jacket in the overhead bin. Now we have been waiting for over 45 mins after landing when my layover plane leaves in 12 mins but they won’t let us off the plane because they don’t have a spot for us. How do you let this happen?
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteReno to Seattle
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"bag didn't make it on the plane"

(United States)

Trip Verified | On my recent flight to SFO from IAD, my bag never made it on the plane so I had to pay a large out of pocket fee to deliver the late bag to my final destination. The bag didn't make it on the plane because the representative at the ticket counter at IAD received my bag telling me "you're good to go sir" when in fact it was too late for my bag to be checked onto the flight. I was misinformed by the Alaska employee at the ticket counter and she made a mistake. This is totally forgivable, if its fixed, but Alaska failed to do this. I repeatedly called customer service, and even resorted to emailing senior executives at the company - even they couldn't get a resolution! I consistently encountered an "its not my problem" attitude at Alaska, which was really unfortunate. Customer services is a critical piece when choosing an airline to be committed to in the long term - take my experience into consideration.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteWashington to San Francisco
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"worst experience ever"

(United States)

Trip Verified | Honolulu to San Francisco. Family of 8 nightmare. We get to the airport and the systems are down. I go to the counter and inform the staff that my family of 8 is here please inform our gate, she says they know, I stand back in line to be told our flight left and they can only fly 4 or my party of 8 home to another airport (San Francisco). We had to spend more money to get home. The rest of us had to come out of pocket to spend an extra day in a hotel totally not budgeted for this. I get to the airport the next day and they do not have my 13-year-old on the flight with us, I had to stand in line for 45 min for them to figure out a solution. We travel yearly and usually use Southwest but went with Alaska and had the worst experience ever. We paid plenty of money to make sure our kids had a memorable experience and this is all they remember now.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHonolulu to San Francisco
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Terrible all around"

(United States)

Trip Verified | Los Angeles to BostonTerrible all around ... you have to pay for headphones, they do drinks two times if that and there always a delay. We had a delay when boarding and then over an hour on the tarmac when waiting. They kept saying in a few minutes and then never announced what was happening til 40 minutes later. I have taken every airline and this is by far the worse will not travel with them again
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLos Angeles to Boston
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"lack of sympathy"

(United States)

Not Verified | Tampa to Seattle. We can't print out the boarding pass through the machine. We were told to go to the counter. The lady at the counter refused to print the boarding pass with my confirmation code. She requested all the family to physically be at the counter. I have explained my parents are old. I prefer not to ask them to go up and down the stairs. But the reason she gave is that you are pretty early, they have enough time to move to the counter. I am shocked by this kind of lack of sympathy for the senior people. It is Alaska's fault that the machine can't print the pass, but my parents need to pay for that fault. Is this fair?
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTampa to Seattle
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"Once seated I dare not move"

(United States)

Not Verified | Detroit to Seattle. I am 6’9” tall. I weigh in at 300+ lbs and disabled. I am not obese by any means. I’m tall and wide! The seating arrangements are so tight, so as to make me wedged into my seat. Once seated I dare not move. My Wife, (and travel partner) is rather petite and fits well into her seat. The problem is the person on the other side. The width of my shoulders tends to encroach into my neighbors area. I have no choice! I am what I am. I am unable to remove any part of my body to accommodate the person seated next to me. When I called Alaska Airlines and tried to discuss this, the only option I was offered was to purchase a second seat. This is not financially possible. This is the issue that comes up when you cram as many seats as possible into a limited space. On our return flight, I can guarantee there will be similar issues. Please let me apologize in advance for any and all discomfort I cause to my fellow travelers as well as any burden or bad publicity that falls on Alaska Airlines. There is one more option. What would the cost be to upgrade my Wife and I to first class seating? I’m not sure this is a financially sound option for us, but I just thought I would think about it before I showed up to gate.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDetroit to Seattle
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"flight attendants clearly hated their jobs"

(United States)

Not Verified | Boston to Seattle. This is the worst cross country flight I’ve ever had. I’ve flown just about every airline and I can’t believe Alaska charges for everything but soft drinks. When you’re flying a 6 hour flight shouldn’t they throw in pretzels or peanuts for goodness sake? The flight attendants clearly hated their jobs, they were snappy and short tempered. They even charge for a tablet to watch tv! I will not fly Alaska Airlines again.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteBoston to Seattle
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no