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
Filter Reviews by :
Show
1/10

"worst customer service"

(United States)

Trip Verified | San Francisco to New York. Even though I’m an Alaska elite member, these past few weeks I experienced the worst customer service ever. It made me miss Southwest (and that’s saying something). Two weeks ago my flight was delayed 3 hours, which Alaska didn’t inform us about until after we arrived at the airport. No worries (I thought) Alaska will compensate me. I had to contact them multiple times and all they have ever offered was a $100 voucher. My flight today is delayed over 1.5 hours. I call (mainly to inquire about my other delayed flight) and ask if there’s any upgrade options. The customer service rep abruptly told me “we don’t compensate anything unless you’re at least 2 hours delayed.” Needless to say, I miss the old Alaska. I miss the old Virgin America. This new company is destined to lose its many loyal elite customers.
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteSan Francisco to New York
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"it was an outstanding service"

(United States)

Trip Verified | This was my first time flying with Alaska Airlines and I must say that it was an outstanding service. From checkin to inflight, it was amazing. The star though goes to the check in agent in Vegas. She was super friendly and extremely professional. I would fly Alaska Airlines again. The only downfall was that WiFi was not working but it was a short flight and there was also an obnoxious passenger talking loudly. However that’s not the fault of the airline.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLas Vegas to Los Angeles
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
7/10

"not had the appropriate supplies"

(United States)

Trip Verified | Las Vegas to San Francisco. The plane did not have head sets for sale or for handout. This is not the first time that an Alaska flight has not had the appropriate supplies for my flight experience. I get the feeling that there is a disconnect between the supply teams and the flights. Someone is not taking the appropriate inventory of what is needed per flight. This should never be an issue. Especially not for a passenger flying in first class. On a positive note, one of your flight crew let me borrow his phone charger to charge my phone while I was on the flight. Also, I noticed that there was major wear and tear on the plane in the front seat wall that needs to be taken care of. It is not acceptable of a first class isle. I really enjoyed Virgin America before Alaska bought them out. I just hope the quality of Virgin America isn’t lost because Alaska Airlines doesn’t make the little things a priority anymore.
Type Of TravellerBusiness
Seat TypeFirst Class
RouteLas Vegas to San Francisco
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
2/10

"Very poor customer service"

(United States)

Trip Verified | St Louis to Ketchikan via Seattle. Very poor customer service. I have two main issues; first, they lost my luggage. Second, on the leg back their stewardess did not show up and my flight was delayed by more than 24 hours. They were unwilling to put me on a partner airline, due to cost obviously. I will not use their services unless absolutely required and I have been very disappointed with their customer service. I would recommend Delta, who fly many of the same routes in the PNW.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSt Louis to Ketchikan via Seattle
Date FlownMay 2018
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

"will avoid flying with Alaska"

(United States)

Trip Verified | Vancouver to Bozeman via Seattle. I will avoid flying with Alaska if possible from now on. My flight from Vancouver to Seattle was delayed. As a result I missed my connecting flight home. I realize these things happen when traveling. There was not another flight to my final destination until the next day. This meant I needed to stay overnight in Seattle. When I asked for a hotel voucher they told me that the delay was not their fault, and because it wasn’t their fault I was responsible for a hotel. This is simply bad business. It may not have been within Alaska airlines control that the plane was late, however they are responsible for my travel. And when something went wrong, instead of accommodating a paying customer, they pushed the blame on someone else and stuck me with the bill. The hotel ended up costing me 130 usd. When I bought my tickets there was a untied flight and a delta flight for 30 dollars more. Seeing as how this flight actually ended up being 100 dollars more than the closest competitor with the hotel included I will choose a different airline over Alaska every time from here on out.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteVancouver to Seattle via Bozeman
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"last time flying Alaska"

(United States)

Trip Verified | I was supposed to fly San Francisco to Las Vegas on 25th November 2018, departing at 5:50pm. As soon as I left for airport at 3:50pm I checked for the status and it was delayed by almost 2 hours (new departure time: 7:38pm). I had just left so we came back home. I then left for the airport at 6pm. At 6:09pm I got a notification that it is now departing at 7:12pm. Unfortunately there was a crash on the freeway so I could only reach the airport by 6:45pm. I tried speaking to an agent and after 4-5 tries with their automated speech input system I finally got through to an agent. She told me she can put me on a later airline (departing at 9:30pm) but I would have to pay $50, since I should never have turned around, and actually stayed at the airport waiting for the flight to depart. Since I HAD to be in Vegas that night I agreed. When I finally got to the airport and my gate I saw there was another flight #1940 departing at 7:35pm. The agent never even mentioned this airline to me. And to add to my woes, the 9:30pm flight was delayed by almost 45 minutes. we finally landed at 11:40pm, and by the time I got to my hotel it was 1:00am. I had an important meeting at 9am. They changed the flight departure time to be 30 minutes early with just an hour to go. They not only asked me to pay up for their mistakes, but hid info from me about a flight earlier than the 9:30pm one. This not only shows their dishonesty, but also utter disregard for their customers' time. It was my wedding anniversary and I wasted 4 hours away from my husband basically haggling with Alaska to just do their job. Their 9:30 pm flight was delayed as well, for what reason, nobody knows. Even my return flight from Vegas to SFO is delayed by about 30 minutes, and I am here at the airport since 6pm, as per their demand of being 2 hours early. Not just this, my flight from SFO to Seattle last year was delayed 4 times. Even now, when I am just checking their other flights (in case they show their true colors and delay my flight even further) everything is delayed! How can an airline be so incompetent?! They asked me to pay up for their mismanagement, which I find ridiculous. This was my last time flying Alaska. I urge everyone considering them to please take your money elsewhere, at an airline where your time is respected and flights actually leave on time most of the time.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Francisco to Las Vegas
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"airline actually cares"

(United States)

Trip Verified | I just want to say thank you to the kindest airline. I purchased a ticket for my daughter for Thanksgiving and we had a death in the family during Thanksgiving, the second in one year within 4 months of one’s one another and not only did Alaska Airlines express their condolences but they refunded the full ticket for another ticket home. This airline actually cares. Any chance we have to use Alaska Airlines, we will.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSt. Louis to Seattle
Date FlownNovember 2018
Value For Money 12345
yes
9/10

"appreciated the great service"

(United States)

Trip Verified | New York JFK to Los Angeles. I am not a great flyer, although I’ve gotten better lately. This flight had a lot of turbulence, some of the worst I’ve seen on my last ~20 flights. However, the captain and staff on board were so kind and considerate, updating us frequently. It made me much more calm and relaxed. I really appreciated the great service. Thank you!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNew York JFK to Los Angeles
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"abysmal customer service"

(United States)

Not Verified | Arrived at gate 1 hour early. Told by gate agent flight delayed due to delayed inbound flight. Given exact time to return to gate for boarding. Sat down directly opposite to gate, well within range for announcement. Returned to gate at appointed time to board. Doors already closed and no staff at the gate. Sign overhead said "doors closing soon for boarding" but no one was there to serve customers. Found agent at another gate, quickly explained that gate sign indicated that it might still be possible to board. He then took another call while the opportunity to board closed. Went to customer service. Not so much as "gee I'm sorry". Asked if a flight to Sacramento might be available since I could easily drive from there. Customer Service had great difficulty understanding. Said no Alaska flight to Sacramento. Walked down the concourse and immediately found a Sacramento flight ready to board (would been available for rebooking during the timeframe I was talking to Customer Service). Gate agent said he had a seat available but I'd have to go to Customer Service to rebook. Ran back to same Customer Service agent who actually asked me what I was doing there and claimed there were no flights to Sacramento even as her airline was boarding a flight a couple of gates away. Said go back to the gate. I said they told me to come here. She strolled over to the gate. By the time she strolled back it was too late. I've been an Alaska MVP at various levels for more than 35 years. I've sat at many a gate and heard many a gate announcement and occasionally been paged. Hearing my city or name has never failed to get my attention. Heard many another loud announcement while I was sitting there, perhaps 20-30 feet from the gate, but nothing audible for my destination much less my name. Be aware: you may get bad information from Alaska gate agents. You can expect abysmal customer service to redress problems. You may not be able to hear inaudible announcements. Note I'm forced to give stars below in some categories that don't apply since I was left behind and not in a seat etc.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSeattle to Reno
Date FlownNovember 2018
Ground Service 12345
Value For Money 12345
no
6/10

"could not get wifi to work"

(United States)

Not Verified | Flew Alaska Airlines from Portland Oregon to Dallas Texas. First I could not get the wifi to work and the airline server said he didn't know what was wrong with it and was telling someone as we landed that I needed the app. Wondering why the staff were not be able to tell me that or at least work out why I could not connect. The pilot also only said a few words before we took off. No mention about how close we were or when they were going to descend. Never in my life have I had a pilot quite so strange.
AircraftE175
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePortland Oregon to Dallas Texas
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no