Service issues compensation declining?
 

Thought I'd share my experience and see what others thought.

I Submitted two customer care forms back in February and hadn't heard anything back - about a month since submitting. Finally called in today. The forms were regarding: 1. SEA-BOS overnight; upgraded using a GGU. Recline button was missing from seat (you read that right... it was literally not present) so obviously no recline. See pic. Flight attendant apologized and said she was only able to credit me 1000 miles on board but to write in to customer service and they'd take care of it. No recline wasn't a huge deal but I was definitely expecting something in the neighborhood of 7500+ miles as compensation. Nope. Offered 3000 miles or $50.

https://cimg1.ibsrv.net/gimg/www.fly...df11192b3f.jpg
https://cimg2.ibsrv.net/gimg/www.fly...63528d48c6.jpg
2. HNL-SFO; paid first. Probably wouldn't have written in except that I had paid cash for the ticket. Just all around poor service - no PDB, one drink refill, no snack basket, etc (really just the new norm for service on Alaska). I know there's nothing tangible here but in the past when I've written in (e.g., they miscatered my meal) I was offered $150 credit. This time they offered 4000 miles or $75. I know that I got from point A to B safely and that in the end they are providing some compensation. It just seems like maybe it should have been a bit more generous? Just wondering what other's experiences have been lately? Should I have done a HUCA? Although when I was explaining the situations the agent said something to the effect of "hmm no recline - let me check my cheat sheet" making it seem like there's standardized compensation? Has this always been the case or was it just more generous in the past?

I’ve noticed both as an insider and outsider that when the economy isn’t doing the best, customers ask for more and more and more often and as a result companies give less and less.

AS has basically really slowed down responding to my reports of issues. Even when I’m promised compensation it often doesn’t come and when I chase it they claim they never promised anything.

Have had this happen 2x so far this year - once for a 20 minute bag guarantee and then for a MAX disruption - and was told I would receive compensation with no follow through ... really disappointing service.

Using standard channels (e.g. Alaska Listens / formal query option) is becoming less likely to receive a response. For general flight experience feedback, I have seen comments such as long check-in queues addressed within a few days; however, anything more serious either takes an inordinate amount of time or a reply is never received. For example, I had a very poor 7 hour experience on 2/6 (here), and I have yet to receive a response.

While I hope that AS' is investing resources to support a robust Customer CARE™ experience, especially due to their severe annual IRROPS, I have yet to see evidence of that. AS has some great people and teams, but experience (expecting a CC response) is trending downward. 🤙🏻🥃

The MAX incident and the related service issues caused a increase in Alaska Listens submissions. Turnaround times are improving but not back to normal levels.

As far as compensation levels, anecdotes suggest that they have been reduced over the past couple years. Some might say they have been rationalized.

as in, they were perhaps irrational in past years?
:rolleyes:

Perhaps, as in overly generous for relatively minor issues.

FA are definitely not restricted to 1k miles. I’ve had friendly FA issue me more for no reason but just to be nice. Proactively offered as an apology for “recent delayed/cancelled flights in your travel history” due to the 737max9 issue. So I’m sure 1k is not the max they can offer when there’s a real issue.

I would say much of the time when FAs promise to issue compensation it doesn't happen. I've had multiple instances of FA's promising comp, entering it into their device and then it never showing up.

Alaska Listens is essentially useless now. They dont respond even when asked.

Yes, it’s a bug in b2b. You should call customer care if you don’t see it within 48 hours and they can manually push it through and you’ll see it before you hang up. That frequently happens to me as well and did in this most recent instance too.

Not at all my experience. It's taking longer than in the past, but I have received a reply to every submission.

Still one of the best
 

They are still much better than the rest !

The day after my original post, AS called me regarding the 2/6 experience. ʕ•ᴥ•ʔ