Alaska Airlines 4+

I wish your app had the option to book a new flight when a flight gets canceled. I would also love to see digital options for obtaining hotel and meal vouchers when this happens. In this day and age, I feel it is archaic to have to stand in a line for several hours to get what I need. I love this airline and I want it to thrive. I would love to see app technology upgrades to all airlines. I will say that I do appreciate Ak Airlines for granting hotel and meal vouchers for my 2 canceled flights. My husband and I did have to fly into Dallas at one point and drive to get to Austin and we had to pay for that rental car. I would love it if a rental car could be an option that is covered when a flight gets canceled as well. This trip cost us a lot more than we were planing and the wait times to get help was insane. I could see the representatives were scrambling and visibly stressed out trying to assist everyone in the same predicament. They deserve a lot of kudos for doing what they could to help. We tried to resolve our issues online while waiting in line, but we’re told a representative would text us back in 50 mins or so each time. If there were options to pick a new flight, get vouchers and a rental car, that would have been incredible. Thank you for listening! I hope my input will incite some ideas for improvements for the future!

As a seasoned traveler with over a million miles flown on the major domestic & international airlines, and as a veteran s/w tech entrepreneur, I haven’t had any ‘great’ experiences with airlines’ online apps to date... until today. Since early 2019 & throughout the pandemic this year, I have flown (safely) on a dozen+ flights with Alaska Air. And I have used the Alaska Air web-based & smartphone-based apps, as well as worked with your customer service teams by phone & via chat over the last 18+ months. I’ve keenly observed the iterative improvement process of your apps with consistent upgrades & added useful U/I ‘user interface’ enhancements. My online experience today was, frankly, flawless. I booked a business flight to Mexico with the smartphone app. My experience with the app was efficient, rapid, & completed with no hang-ups or ‘dropped session’ or ‘system reboot’ glitches. In fact, the booking of the round trip flight, start-to-finish, was just a couple of minutes... literally like two minutes. As I said, flawless. Kudos to your IT App Dev team. Thanks for your efforts in creating a great customer experience! And keep working toward making the Alaska Air online experience even better. It is so great to see that your company-wide focus on great customer service is paying off. Ya know... the sky’s the limit! JY-Burlingame, CA

Heidi from Customer Service you are a life saver!
Alaska has been one of my favorite airlines for many years. Recently, I had two one way trips booked. There was a glitch on the app and when I looked the night before at the flight time for the first flight it was really showing the time for the second flight but had the correct airports for the first flight. So we missed our first flight. I even showed my partner the glitch and apologized as I felt partially responsible for the mistake. I just feel sick because I had known the flight was earlier in the morning, but saw the glitch and thought “Oh! I must’ve gotten it mixed up”. Got it in my head that our flight was at 1 pm. We purchased the saver fares and with no insurance as we booked these flights only a few days prior with no intention of having anything come up. There is a flight, same price, in a couple hours with 4-6 open seats. But because we purchased Saver seats we are told that there’s is nothing they can do. So enjoy taking our $700 for absolutely nothing in return. I hope you think it’s worth losing a customer that would generate thousands over the course of a lifetime. Southwest Airlines would NEVER they have a heart and Alaska’s is ice cold.