Superlative and completely unexpected service!
In this day and age of stiff airline rules and regs, it is so refreshing to encounter really good, really considerate customer service. And with little fanfare if any. I have yet to see or hear any ads touting their excellent customer service. (This could be a good thing as it is a well kept secret, which means i almost always get the flight that I want when I want it. Don't let this secret out, or it make Alaska too popular!)
I am a relatively new AA flier, having only flown on three flights with them but on two of those, I had to call Customer Service and was floored at the response to my issue. The first time one of the wheels to my new suitcase had literally been ripped off during a flight. I expected to have to go through a bunch of hoops to get it repaired; you know, take a picture of it and send it to them, then take it to a repair shop, get a written estimate, submit it to the airline, wait for them to get back to you, only to hear that wasn't covered or some such. But with Alaska, the first person I spoke to simply asked how much I'd paid for the suitcase and then asked if $150 would cover replacing it. They didn't even want a picture of the damage, just send me a check. I mean how often does that happen?
The second instance was just yesterday. I had booked a flight early the day before then learned yesterday evening that I couldn't go. I called Alaska, expecting to (hopefully) be offered a credit towards a future flight at best, as it was a non-refundable ticket, of course. But they said, "oh that's ok... we REFUND within a 24 hr period anyway, and it's only a few hours more so I'll just call it a wash. You'll get your refund within 7 business days."
I mean, Hello? What other airline would do that I ask you!
I am now a Customer for life! Thank you Alaska! read more