I was flying in from LA and requested the Special Assistance due to my visual impairment(low vision). The wheelchair pusher meets me at the plane and fails to assist me to the waiting chair.

It gets better after he pushes me through the security door(the one on the same level as the plane) that leads directly to the baggage claim I ask him to leave me where I can sit down to wait for my ride as it was raining. It took me three tries after asking nicely and being curt on the fourth request to ask me to leave me at the set of chairs by the Starbucks. This agent asks me for a tip more than once quite rudely and humiliates me in front of well a baggage claim full of passengers who turned towards me.

So I call Alaska Customer Care and get $150 dollars off my next flight(mind you my 1 way flight was $122). I spoke with the manager of Alaska at SJC and he said the special services agent has been suspended pending Union Investigation and and won't be working for Alaska/Horizon Air.

I spoke with the manager and he agreed with the points I brought up and he sympathized with me. He even invited me to meet with him the next time I fly via SJC. Furthermore I asked him to pass along my info to the Manager of G2 who deals with Special Services as I offered to work with them during the investigation and see if I can seek more money per the Air Carrier Access Act.

Alaska's policy is not to ask for a tip, You only tip if they went out of their way. For instance in the Board Room I tipped $5 as I knew it was being donated to a good cause. This wheelchair agent did not even meet me at my seat let alone ask me to tip him for shoddy service.

The service is required under the Air Carrier Access Act and tips are not required but are nice for when someone goes out of their way. I would never solicit a tip as I am on the clock and this is not a commission based job. You never ask a tip if someone at a hospital pushes you to and from the room let alone its not customary to tip for a service required by the government(FAA/ADA).

My Doctor said for me to request this service as my cornea is healing and my vision fluctuates. I am entitled to this service so I use it. It has helped me through the lines at security at LAX Terminal 3. Now mind you the agent at LAX was better and more attentive to my needs and even boarded me on the plane. I offered a tip and tried to do so but he refused it and said its part of my job to help you. So I still gave him $3 and told him to buy himself a drink or something he wanted. He was most appreciative and he did not ask for one.

This post is to show that outsourcing can be bad. It was not Horizon's/Alaska Airs Fault as I love their flight attendants and service on board. Its the outsourced agency who I am after. I would always fly Alaska/Horizon as everyone including the Boardroom Agents are friendly.

I even introduced the Boardroom Agents at LAX to FlyerTalk and they want to join it. I met a fellow FlyerTalk Member this past Monday at the Board Room. You see Alaska provides service beyond the call of duty and I like the extra touches such as complimentary beer and wine on Horizon Air etc.