Alaska Airlines - Newark

I don't usually write reviews but this has by far been one of my worst experiences with customer service. Active duty military here traveling on leisure. It started when my family and I walked up to the kiosk and the supervisor asked if we had checked in our bags. I said no and told them I'm active duty traveling. She asked if I was on orders because if I wasn't I would have to pay for all four of my bags. I was traveling on leisure and told her I have no orders. Note that not once did she ask me for my military ID. I thought it would be different if we spoke to someone at the desk. We spoke to Kimmy about it and she was verbatim about what the supervisor had said. I read online that dependents must have travel orders and active duty personnel did not need orders for up to 5 free checked baggage. She asked if I would like her to pull up the policy and she never ended up finding it. I asked for their manager and they said they weren't there. Kimmy started being rude and she said, "I don't have time for this." We didn't want to be late so we ended up paying for all four bags amongst four people myself included because if one person pays for all for it's $380. If it's split amongst 4 it totals to $140. On the off chance I do not get a refund I split it. I spoke to a representative on the phone and she stated that I call and get a refund because I do get 5 free baggage without orders if I am active and have a valid military ID. She also said that Kimmy and Kimmy's supervisor put a note stating that I never showed my military ID. However, they never even stopped to ask for it at any given moment and consistently only asked for my orders. I had my military ID because I used it to get through TSA and I have it with me at all times.

I spoke to a customer care supervisor named Adora. My sister interrupted me as I spoke to her therefore I muted my phone. Adora abruptly asked if I had muted my phone to mute her out. I told her yes and she said "That's not helping your case." She then later said she cannot issue a refund on the assumption the four bags were not mine asking me how I have 3 more bags flying back. Which I find to be utterly ridiculous on why how many bags I have from my trip coming back is any of her concern. As long as I am checking them in under my name they count towards the 5 free bags. I don't have to clarify myself but I was flying back with gifts for friends back home, gifts from my brother, and blankets to take back home.

Multiple phone calls and hours later I have received the refund with the help of Christina. She was understanding of the situation thank you for your help.

Kimmy and her supervisor at EWR were disrespectful, impatient, uneducated, and lied about me not complying with presenting my military ID.

Adora the supervisor from customer care was unprofessional.

I hope that my situation is an opportunity to better educate the people that work there about your policies for anyone in general. Regardless of the situation I will also always present my military ID from here on out.