Alaska Airlines — Attraction in Millbrae

I had an incredibly frustrating and disappointing experience flying with Alaska Airlines on March 17 from SFO to LAS with my family, including three toddlers. Due to an issue with my boarding pass not being in the system, TSA denied me entry while allowing my family through. I was instructed to return to the airline counter to resolve the issue, but the staff there casually dismissed my concern, insisting that “everything’s fine” without properly checking.

Unsurprisingly, I was rejected again at security and had to return to the airline counter. This back-and-forth happened three times, each trip taking 5-7 minutes. Despite my repeated requests, airline staff refused to accompany me to security as TSA had suggested. The entire ordeal stretched for 30-40 minutes, adding extreme stress to an already chaotic situation. As the clock ticked down and my flight was about to leave in 15 minutes, I had to raise my voice just to get someone to actually help. Finally, a supervisor stepped in, seemingly performed a simple system refresh, and then walked me back to TSA, where I got through without issue—but by then, I had already missed my flight.

To make matters worse, Alaska Airlines showed zero accountability for this mess. Instead of an apology, they attempted to charge my family $120 per person to rebook. The gate service counter attendant, Sonya, was particularly dismissive, refusing to acknowledge the airline’s mistake until I provided proof—including three boarding passes, and a TSA note. After escalating the issue, we were finally rebooked on a flight five hours later—but again, with no apology, no compensation, and no basic courtesy from the airline.

This experience was beyond frustrating, and the lack of professionalism, urgency, and empathy from Alaska Airlines was shocking. I wouldn’t wish this on anyone. I will never fly with Alaska Airlines again—and I strongly advise others to think twice before booking with such an...

Having traveled in First Class twice a week for over 3 yrs before, I know what to expect when flying. First class on Alaska, leaves a lot to be desired. One of the issues, on a 6 hour flight they practically starved us in first class. We were not offered any drink or complimentary items at all. The only available food was a small half sandwich.

Something always go wrong on every flight. Plane late, or delayed departure, or sudden change in scheduling, or mediocre snack; problems with Alaska every time.

When I wrote to Alaska customer service they said they are trying to keep cost down. They forget that people pay several times higher fairs to sit in first class for comfort and all those amenities but they are not providing them.

On this occasion not coffee or hot drinks were offered, not even a welcome onboard juice or anything. And the seats have been tightened up to accommodate more passengers in First Class so you have reduced leg room and not that comfortable new seats. Not to mention it’s a bring your own hand held iPad to the plane to watch any movies. If you did not have a hand held device, you may be sitting at 39,000 ft watching the sky go by.

On another occasion Alaska left our luggage in the rain, items became soaked in rain water but when we called them to express our displeasure, they ignored our call. They promised to call back but they never did since December 2018. They must be vey busy dealing with many complaints.

And at Alaska Boston Logan boarding location at terminal C and the gates C40-C42 area are very dated, the standards and amenities are none existent, worse I have seen. Very small area, with practically no food to eat. You will have to come out of security area and find food. Check-in was ok, but the plane was delayed yet again. Flight delays seem to be regular occurrence on...

Don't expect much for wheelchair/disability assistance from this desk. Even when booking 22 days in advance with note for assistance, my disabled elderly parents were just pushed along and told to go through TSA. They don't speak english, also noted in their tickets.

Why have an option for all those accommodations and requests if it gets ignored by the desk? So my disabled elderly parents had to bring their luggage all the way through TSA on their own. Then when they got to the TSA queue, when asking for a wheel chair, they were directed back to the airline desk. So they went back to the desk only to be told to go back to TSA.

Even though my parents, with their limited broken english, DID ASK for the wheelchair to both the airline desk and TSA staff, they were ignored and got cut off. Only to be told to just go through the line.

Maybe it was the current staff on shift, or just a bad day, but it's reasonable to say we did what could have on our end. And all the staff all around had failed to assist them in anyway, aside from herding them through.

This does get better. As I was trying to get a hold of an Alaska agent to get this resolved by the Reservation Team and that it doesn't occur on their flight back, I got forwarded to Customer Service, where I waited over 1.5hours only to get told this is not a Customer Service issue, and there is a "Technical Error" in their system that they did not see the accommodation request on their end. Then I am put on hold again to go back to talk to the Reservation Team. Then it got brought to their supervisor. Overall phone call took 2hours 38 minutes, to find out that my family got brushed off, and so did I, until...