Best Way to Complain
#1
Original Poster
Join Date: Oct 2006
Posts: 734
Best Way to Complain
I had a terrible travel day yesterday, made worse by problems that (IMO) could have been prevented by Alaska. What have you found to be the best way to communicate service problems to Alaska? I am 75K Gold in case that matters. I was told at the Alaska Lounge to try "alaskalistens.com" but the questionnaire format i found there doesn't lend itself to providing a complete description of what happened. Thanks for the suggestions.
Last edited by bofc; Mar 1, 2018 at 11:40 pm
#2
Join Date: Oct 2015
Location: Maui
Programs: AS 75K
Posts: 199
In the past I would use the comment section of Alaska Listens to leave a detailed summary of what I went through, and they usually reach out for more information. That being said, a call to the Gold line could be helpful too, that way you can speak one on one with someone if it's necessary.
#3
Join Date: Jun 2001
Location: SEA
Programs: DL Plat, AS MVPG, Bonvoy Plat/LT Gold, HH Diamond
Posts: 1,263
Call. In the past year or so I’ve had a couple of very sub-par AS experiences and filled out the Alaska Listens form. I was 75K at the time and I didn’t hear a word back.
#5
Join Date: Jul 2004
Location: Seattle, Wa
Programs: AS 75K & BR Member- HHonors Diamond - Hertz PC - Marriott Titanium - IHG Ambassador
Posts: 2,379
I carpet bombed the executive leadership earlier last year when something went wrong for me during the VX purchase and got quick replies with cc's and forwards and a resolution (ecert) in short order. More than anything though, the sincere replies and "Thanks for bringing it up" from several Executives was most rewarding. I appreciate that Alaska generally recovers well when you engage them on issues resulting from controllable service failures.
#6
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Intermountain West
Programs: Too many to list
Posts: 12,082
I carpet bombed the executive leadership earlier last year when something went wrong for me during the VX purchase and got quick replies with cc's and forwards and a resolution (ecert) in short order. More than anything though, the sincere replies and "Thanks for bringing it up" from several Executives was most rewarding. I appreciate that Alaska generally recovers well when you engage them on issues resulting from controllable service failures.
#7
FlyerTalk Evangelist
Join Date: Jan 2012
Location: Northern Calif./Eastern Ida.
Programs: Amethyst Premier Plutonium Medallion
Posts: 20,640
although the ET email addresses are published throughout the threads of FT, i think we should be judicious about using them for the "top 5%" of collective grievances...in order to continue to maximize the impact when a message is sent there. twitter has worked well for me around things that can/should be immediately resolvable, and [email protected] has helped with other focused feedback that i want to bring a higher level of attention to than the AlaskaListens survey.
#9
Join Date: Jul 2004
Location: Seattle, Wa
Programs: AS 75K & BR Member- HHonors Diamond - Hertz PC - Marriott Titanium - IHG Ambassador
Posts: 2,379
#10
Join Date: Oct 2001
Location: SW WA
Posts: 3,886
Agreed. I wouldn't bother with Alaska Listens - they may be listening, but they're not doing anything anymore in terms of responses. I've had decent success getting a response from the Twitter team as well.
#12
Join Date: Mar 2005
Location: PDX
Programs: AS MVP Gold 100K
Posts: 2,990
I’ve had the best luck recently with Twitter. Alaskalistens.com used to be effective but they’ve altered the questions so much that it’s hard to provide any effective feedback besides what they want to hear.
Kudos to the Alaska twitter team...they are usually very responsive.
Kudos to the Alaska twitter team...they are usually very responsive.
#13
Join Date: Apr 2016
Location: Seattle, WA
Programs: AS - MVPG; DL - SM; Marriott, Hilton, SPG - Gold
Posts: 194
I have found that I always get a response when I submit a complaint via Alaska Listens, but *only* if I choose a 1 or 2 star rating on one of the specific "how did we do" questions. If I just submit a comment at the end of the survey, or if I give a 3 star or higher rating on specific questions, then I get no response.
#14
Join Date: Jan 2011
Location: Hayden Lake, ID
Programs: AS MVPG 75K, DL Gold, Hilton Gold
Posts: 102
My experience in the last year, which has been a mess between the VX acquisition, the Horizon fiasco and lately the SEA daily ATC delays is that the formerly exceptional customer service has pretty much vanished. I have had many messed up trips and politely explained to Alaska Listens, and directly to customer service. I wait for weeks and get a token "thanks for your feedback and for being a 75K member" brush off reply.
i have been delayed three times in two weeks and five times in the last three months due to ATC issues in Seattle, either missing connections or having to run to the gate. Its a recurring issue lately. I don't ask for, or seek compensation - I ask that they just address the repetitive issues - and so far they don't.
I have not tried Twitter... why should I have to find ways to get them to care like they seemed to in the past?
i have been delayed three times in two weeks and five times in the last three months due to ATC issues in Seattle, either missing connections or having to run to the gate. Its a recurring issue lately. I don't ask for, or seek compensation - I ask that they just address the repetitive issues - and so far they don't.
I have not tried Twitter... why should I have to find ways to get them to care like they seemed to in the past?
#15
Join Date: Jun 2012
Location: SEA
Programs: AS MVP Gold 75K, Marriott Lifetime Platinum
Posts: 200
Question for the group. How do you feel about complaining when flying upgraded first class? I had a pretty bad weather related experience DTW-SEA last Thursday that was compounded by Alaska mistakes. Flights were averaging 1 1/2 hour delays but we were over 5 hours most of it sitting in the plane. In the end I chose not to complain as I was better off than most with my admittedly entitled behind in a comfortable first class seat. Curious what others think about situations like this.