✅ Trip Verified
| I am truly outraged at the lack of compassion and professionalism during my flight home on February 2, 2020 from Phoenix to Anchorage. When my husband booked our flights he called Alaska Airlines and followed their directions of booking us together on all flights and booking a different flight when he advised he would have to fly to Dallas from Phoenix. When we checked in, about three hours early and had the attention of the counter agent, who we advised my husband was not flying with me on our companion airfare. The agent said, “That was not a problem as we had paid for both seats.” As I was in boot casts on both feet, and having to use crutches to walk, the agent gave my husband a boarding pass telling him that way he could escort me to the gate helping with my carry-on. he also gave my husband directions to board Spirit Airlines which was located in a different terminal. After boarding the flight, which was quite a challenge being in the condition I was in, and the doors closed and ready for takeoff, I was approached and made to feel like I was some kind of thief and forced to leave the flight. I was told that because I was not the primary flyer on the companion airfare I could not continue on the flight as my husband was not with me. I explained that the companion airfare was from the same credit card I was an account holder on. I was told I was going to have to buy a full fare ticket, to which I asked to buy the seat I was sitting in and not be removed from the flight. I was told that was not going to happen and I had to get up and leave this flight and I would not be flying on this plane. I was forced to de-board in Phoenix, from a direct flight to Anchorage, with a long layover with no offer of assistance. I cannot explain how vulnerable, alone, and at risk I felt during that six hours before I could board another flight, which I paid for with the same credit card the companion airfare was purchased on. Then I had to deboard and navigate the Seattle airport for a long layover, on crutches, with a heavy carry-on, with no offer of assistance to or from the gate. I was told on flight 115, before I was forced to deboard, that I had to be the primary flyer, and since been told the same. Why didn’t the individual my husband talked to when he called and booked the flights tell him the same, why didn’t the agent advise the change when we checked in? Why was I not allowed to purchase my seat on flight 115? My husband booked his return flight to Anchorage from Dallas on Alaska Airlines, and he just purchased tickets in March to Phoenix on Alaska Airlines. Alaska Airlines has almost exclusively been our airline of choice as noted by the almost 600K airlines miles we have on our credit card. So many opportunities for Alaska Airlines to be compassionate and to have put yourself in my shoes and help, but the agent that removed me from the flight was very short with me, rude in how she spoke with me, and would not listen or work with me at all. Please tell me this is out of the ordinary situation and this is not the level of customer service at Alaska Airlines.