Alaska Airlines - Newark — Attraction in 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...

Deplorable experience with Alaska Air in Newark - enough to never fly with them again.

Our 10:20am aircraft didn’t leave until after 9:30pm from SFO. Per AS recommendation, we switched to their 9:30pm other flight not tied to mechanical issues more than three hours before its departure. AS opted to pull the bags to the new flight. In Newark 5/6 bags made it, one did not.

First, Ivy, the baggage agent was MIA. Then, she insisted my bag was on the flight but it wasn’t. Same thing happened to about 4-5 other families. She would not allow me to file the claim and kept stalling thinking it was on the next flight. Mind you, I informed her I just wanted to file the claim, did not want to wait and hope it was on the flight, as we had a hotel, car, and sick child, with none of us having any sleep in 24 hours. She refused and called her supervisor, who also was rude - Sharon. Sharon got a summary of events from Ivy. Sharon invited me into the office and advised me my bag was on the flight and I questioned the information because I had been told it was here, too, and all I wanted to do was to file a claim. She would not allow it.

I’ve reported the conduct to the DoT, and central baggage who advised their behavior was not aligned to AS policy. Central baggage allowed me to file the claim. Ivy called midday to advise they had my bag and asked if I wanted it delivered or to come to Newark. The person in the background said “tell her delivery can take up to 2 days”. I told Ivy they could deliver it still. We hung up and I got a notification for an ETA next day, but good thing I checked the notice. Ivy arranged for it to ship home and not to the hotel address I gave her. Luckily, I could fix this myself. Central baggage found a two day delivery hard to believe and arranged for its delivery same day. AS never honored their bag delivery guarantee, or did anything about their mechanical delay that caused us to end up...

Flew from EWR to SFO last night and it was overall a terrible experience. Ive flown with Alaska for 10 years now and have never had an agent straight up lie to my face before until yesterday in New Jersey. My flight was delayed by 3 hours due to mechanical issues- as stated in multiple email alerts from the airline. Once im at the gate a couple hours before our supposed new take off time, the agents first told me “were not answering any questions regarding that flight..” wtf??? And then i inquired about getting a food voucher while i waited - which is covered in the alaska customer service agreements- and the gate agent told me it was unavailable since the plane delay was due to “weather.” Directly contradicting the legit emails i received from the airline earlier in the day. I didnt have it in me to argue. Once we finally boarded the plane. We sat on the tarmac for 2 hours due to air traffic control. Initially we were supposed to land at 11pm pacific time, ended up landing at almost 3am. The Newark airport is cesspool of sad people who hate their jobs and take it out on their flyers. I work customer service and am always saddened by those who do not treat you kindly in return. Will only be flying to and from JFK...