How long for customer care to respond via email?
Feb 22, 2017, 6:14 pm
#1
Original Poster
Join Date: Sep 2013
Programs: AS 75K
Posts: 75
How long for customer care to respond via email?
How long does it typically take customer care to respond via email?
My flight in mid January was delayed by several hours in Cancun and I submitted feedback to Alaska Listens that while the flight attendants were amazing in dealing with the delay, the ground staff not so much. I received an email informing me that I'd receive a $100 credit. I didn't ask for this but it's nice that this gesture was offered.
However, I never received the credit/coupon and I followed up with AS via email 2 weeks ago and still haven't heard back. Is this how long it typically takes them to respond?
My flight in mid January was delayed by several hours in Cancun and I submitted feedback to Alaska Listens that while the flight attendants were amazing in dealing with the delay, the ground staff not so much. I received an email informing me that I'd receive a $100 credit. I didn't ask for this but it's nice that this gesture was offered.
However, I never received the credit/coupon and I followed up with AS via email 2 weeks ago and still haven't heard back. Is this how long it typically takes them to respond?
Feb 22, 2017, 6:24 pm
#2
Join Date: Jun 2016
Programs: AS MVP Gold, Marriott Lifetime Gold, National Executive Elite
Posts: 247
i've had them silently take care of my problems - at least for retroactive mileage credit. Perhaps, you could check your My Wallet balance or Discount codes online. I'd try reaching out to them over the phone or via Twitter for a faster response time.
Feb 22, 2017, 6:57 pm
#5
Join Date: Apr 2015
Location: Seattle, WA (US)
Programs: Oneworld (Emerald)
Posts: 127
That matches what I was told by an agent when I called about a separate inquiry. This agent apologized for the delay and attributed it to a growing backlog due to the merger.
Last edited by wylek; Feb 22, 2017 at 6:58 pm Reason: spelling
Feb 22, 2017, 7:04 pm
#6
FlyerTalk Evangelist
Join Date: Jun 2007
Location: PDX
Programs: AS 75K, BW Plat, Marriott Gold, IHG Plat, Hilton Gold
Posts: 10,723
Hmmm....maybe if they would have offered AS elites matching elite benefits on VX flights, the backlog wouldn't have been so bad....with all the excitement about the merger (maple bacon bars, promos about the expanded route network, "different works" campaign, etc.) one would have thought there would have been fewer complaints, not more....I submitted a complaint to Mileage Plan about the lack of elite benefits on VX weeks ago and never heard back.
Feb 22, 2017, 8:56 pm
#8
Join Date: Jan 2001
Posts: 2,835
I have had four flight cancelations or significant delays so far this year, causing unscheduled overnights or travel disruptions, all apparently attributable to a shortage of staff/equipment or operational issues within their control. AS sent proactive computer email apologies, and said "We will be emailing you a $___ discount off of future Alaska Airlines travel in the next few days."
A few days have turned into a few weeks, and so far I've had no further communication. In discussions with a couple of phone agents, they've described how they are completely inundated with rebookings, service recoveries, mileage credit requests, elite status qualification issues, upgrade processing issues etc. It's a mess.
A few days have turned into a few weeks, and so far I've had no further communication. In discussions with a couple of phone agents, they've described how they are completely inundated with rebookings, service recoveries, mileage credit requests, elite status qualification issues, upgrade processing issues etc. It's a mess.
Feb 23, 2017, 12:45 am
#9
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
It seems at least to be a month long backlog.
Feb 23, 2017, 2:13 pm
#10
Join Date: Oct 2009
Location: Somewhere over the rainbow
Programs: Airline Free Agent, Bonvoy Platinum, Hyatt Globalist
Posts: 3,809
Feb 23, 2017, 2:26 pm
#11
Join Date: Jun 2016
Programs: AS MVP Gold, Marriott Lifetime Gold, National Executive Elite
Posts: 247
....i mean...that airline food!
Feb 24, 2017, 4:42 pm
#13
Join Date: Apr 2015
Location: Seattle, WA (US)
Programs: Oneworld (Emerald)
Posts: 127
I got a response today as well (although it was a form response and did not address any my service complaints). They must be churning out responses to round out the week.