Alaska Hawaiian Customer Service

I wish your app had the option to book a new flight when a flight gets canceled. I would also love to see digital options for obtaining hotel and meal vouchers when this happens. In this day and age, I feel it is archaic to have to stand in a line for several hours to get what I need. I love this airline and I want it to thrive. I would love to see app technology upgrades to all airlines. I will say that I do appreciate Ak Airlines for granting hotel and meal vouchers for my 2 canceled flights. My husband and I did have to fly into Dallas at one point and drive to get to Austin and we had to pay for that rental car. I would love it if a rental car could be an option that is covered when a flight gets canceled as well. This trip cost us a lot more than we were planing and the wait times to get help was insane. I could see the representatives were scrambling and visibly stressed out trying to assist everyone in the same predicament. They deserve a lot of kudos for doing what they could to help. We tried to resolve our issues online while waiting in line, but we’re told a representative would text us back in 50 mins or so each time. If there were options to pick a new flight, get vouchers and a rental car, that would have been incredible. Thank you for listening! I hope my input will incite some ideas for improvements for the future!

As a seasoned traveler with over a million miles flown on the major domestic & international airlines, and as a veteran s/w tech entrepreneur, I haven’t had any ‘great’ experiences with airlines’ online apps to date... until today. Since early 2019 & throughout the pandemic this year, I have flown (safely) on a dozen+ flights with Alaska Air. And I have used the Alaska Air web-based & smartphone-based apps, as well as worked with your customer service teams by phone & via chat over the last 18+ months. I’ve keenly observed the iterative improvement process of your apps with consistent upgrades & added useful U/I ‘user interface’ enhancements. My online experience today was, frankly, flawless. I booked a business flight to Mexico with the smartphone app. My experience with the app was efficient, rapid, & completed with no hang-ups or ‘dropped session’ or ‘system reboot’ glitches. In fact, the booking of the round trip flight, start-to-finish, was just a couple of minutes... literally like two minutes. As I said, flawless. Kudos to your IT App Dev team. Thanks for your efforts in creating a great customer experience! And keep working toward making the Alaska Air online experience even better. It is so great to see that your company-wide focus on great customer service is paying off. Ya know... the sky’s the limit! JY-Burlingame, CA

Heidi from Customer Service you are a life saver! Alaska has been one of my favorite airlines for many years. Recently, I had two one way trips booked. There was a glitch on the app and when I looked the night before at the flight time for the first flight it was really showing the time for the second flight but had the correct airports for the first flight. So we missed our first flight. I even showed my partner the glitch and apologized as I felt partially responsible for the mistake. I just feel sick because I had known the flight was earlier in the morning, but saw the glitch and thought “Oh! I must’ve gotten it mixed up”. Got it in my head that our flight was at 1 pm. We purchased the saver fares and with no insurance as we booked these flights only a few days prior with no intention of having anything come up. There is a flight, same price, in a couple hours with 4-6 open seats. But because we purchased Saver seats we are told that there’s is nothing they can do. So enjoy taking our $700 for absolutely nothing in return. I hope you think it’s worth losing a customer that would generate thousands over the course of a lifetime. Southwest Airlines would NEVER they have a heart and Alaska’s is ice cold.

I have flown on Alaska many times and I’ve always been pretty satisfied. This week was an exception. I understand weather and Covid have played a part in having to rebook flights but the lack of customer service this week was very glaring. I called customer service and stayed on hold for 5 1/2 hours. I tried to go on the app numerous times while I was on hold but the app was not working. I even drove to the local airport and tried to speak to Alaska airlines personnel directly. They were very polite and respectful but not very helpful. They explain to me that they could do nothing about reservations at the airport. I explain to them that I had been on hold for 5 1/2 hours and that the app wasn’t working. The Alaska airlines personnel that tried to help me looked at my phone to make sure my app was updated and it was. They politely explained that they could do nothing else for me other than that what I was already doing. They said they could call customer service but they had to call the same number that I called. Given all that was going on with flights all around the country, I think Alaska Airlines should have made better efforts to help their customers, particularly when someone that shows up in person at the airport asking for help. There was three or four people standing there who were all useless to me because they told me they could do nothing for me given my situation. And then the next morning to top it all off they changed my flight and have me arriving in Montana after midnight. I had a connecting flight to meet my son in Seattle so that we could fly to Montana together but I have yet to be able to get hold of anyone in customer service to see if I could correct it. If I could not have a corrected it I would’ve understood but the fact that no one is able to answer the phone when customers call makes it very frustrating.

I use Alaska Airlines for booking flights, so this is the aspect I'm focusing on here. I have previously used Expedia only for purchasing flight tickets, and I love using Alaska Airlines on Expedia because the gates they tell you to go to are consistent (at least for me, so far). They also provide the cheapest tickets, but not on this app. I can get a $39 1 adult ticket in the same state, a month in advance, on the Expedia app for Alaska Airlines, but when looking for flight reservations on this app for the same destination and date I don't see any numbers under $50. Just saying, buying here is probably not your cheapest option on this app; you can find some cheaper options instead on the Expedia app. However, Expedia is inconsistent with its information (gave me my flight reservation information and made me assume I had successfully purchased a flight reservation when it was actually cancelled), so I'm moving to this app, hoping to check in here so I get the right information here. Overall, I like the easy navigation and options that this app provides. I wish they gave the same prices as Expedia does though, as I would like to delete the Expedia app altogether and move to this one if this app works out for me.

I’ve flown Alaska Airlines most of my life I’m 53 years of age recently I was going to fly from Anchorage to Seattle and I had my 12 year old set up purchasing the ticket for me. I’m being known to me. My name was spelled wrong on the ticket as the email for checking in 24 hours prior to flying came in. I called customer service. Talked to a gentleman by the name of Michael out of Idaho from customer service to which was having an issue with the computer and within five minutes had everything corrected readjusted and I was set up whether you in person or by phone. I’ve had nothing but excellent service knowledgeable staff and flights have always been perfect as I’m writing this review. It’s this type of service in any company in my opinion that makes a company successful and keeps customers/Clients coming back. The prices are fair in comparison, and as stated above customer service is top-notch I would like to thank the staff of Alaska Airlines, all of which seen and unseen, thank you on my behalf and my families…😎

Pre merge with Hawaiian Air the app was excellent. Since the merge when recommending a Hawaiian route to your destination as opposed to Alaskan there are some hiccups that occur when requesting seat upgrades or seat choice in general. Usually if Alaska doesn’t have a direct flight to your destination as requested, a Hawaiian flight will be recommended with a layover at a nearby island hub (in my case Maui OGG or Honolulu HNL) before continuing to your requested direct destination. The handoff is decent, it just takes sometime to get used to as the interface is different with Hawaiian than Alaskan that I normally use because that is what a close friend recommended using instead of Hawaiian first. It works out and it’s nice to feel the real Hawaiian spirit as opposed to some manufactured or produced version of the real Hawaiiana. There is a difference and the differences can and are noticeable. Big + to Hawaiian and the traditional way and thanks Alaska Airlines for bridging the gap and maintaining the difference. Bravo and Pono o.

I’ve been fortunate in doing considerable global traveling as a result of my career. Now that I’m retired, my wife wants to travel throughout the US as well as internationally. The one airline we both enjoy more than any other is Alaska Airlines. In fact she insisted we get their credit cards because of the advantages it offer. However, when it comes to using a smart phone and all of the various applications she would rather use the phone and text message exclusively and forget about the other applications. She does not find the apps “intuitive” and becomes rapidly frustrated. I put the Alaska Airlines app on her phone anyway. To my amazement, she is very comfortable with the app and gladly uses it first anytime we start thinking about a trip. This app really is “intuitive and very easy to navigate through. For someone who hates apps, she really knows her way around this one. Frankly, if she not only uses it but enjoys using it; the majority of folks should really enjoy the ease and throughness of this application.

Since I live in Seattle Alaska is my go-to airline, and with the acquisition of Hawaiian Airlines they are poised to do great things. However, with this transition, the app needs more work. Especially egregious is travel via their airline partners, booked through Alaska. The app frequently doesn’t provide boarding pass information and gate or seat information when changing planes for a connecting flight. Heck, it often doesn’t update gate information when you arrive at the airport without completely closing the app and restarting it. And, the notifications can only be viewed from the front page, meaning to clear the notification you have to exit your boarding pass just to view the “now boarding” notification that isn’t really needed considering I’m sitting at the gate waiting to board. I do like the convenience of being able to order a meal from the app, check my status, etc. so it’s not all bad. Just needs some back end improvements to make it smoother.

I like flying Alaska Airlines. Don’t get my wrong. I love their points system and most of the time they are on time. However, I have not seen any significant improvements or updates to the app since I started flying with Alaska Airlines in 2012. It uses the same analogy date system instead of making it digitized so you can easily scroll up and down to select travel dates. Instead you have to click for each month. The app does not save your recent searched cities to make it easy when booking flights. You cannot switch between cities using a simple arrow when comparing departure and return flights. Adding boarding passes to Apple wallet should be one click instead of having to add multiple passes or connecting flights individually. I will be happy to see new changes to this app at least once in a while not the same app over a decade. Developers of this app need to take a look at other airlines apps and also keep up with technology.

Tried to book a trip to the Pacific and what a cluster. Part of the trip available for miles, part was not, but would not let me use miles for part of the trip - I had to pay $$ 100% or use miles 100% - stupid. And then the trip had a partner airline and I booked the whole thing first class but before purchasing double checked and the partner airline, the longest jaunt, was not first class which was not disclosed. Called customer service, oh we cannot control first class for our partner airlines. Then why sell the ticket as first class??? Fortunately I backed out and rebooked it as coach, the only other option available -not even premium coach - and now need to work with partner airline to upgrade. I called customer service twice and was underwhelmed, attitude obvious they didn’t want to be bothered, just kept referring me back to the app. Duh, if I didn’t need help I wouldn’t have called in the first place. Really Alaska?? You need to do better.

I am very frustrated with the app right now. I can only reserve food through the app and have called multiple times to see how to reserve food for an extra child that is travelling with us without an Alaska airlines account. They say that It can only be done through the app and as long is that child reservation is linked with mine or with another one of our travellers we can order him food. This is not the case! If you’re going to force us to order food prior to our flights you have to make it easier. These are minor children and do not have a credit card and this one you particular doesn’t have an ak mileage plan. I need to be able to order for my kids on my reservation when they are linked to me! Allow us to buy multiple meals and make this easy. I have spent over an hour talking to Alaska Airlines to some very nice associates but even they are frustrated and said this is been happening a lot. Kris Johnson

I have 4 complaints about this App. 1. Why don’t you save the search information? Every other app for every other airline saves your previous search so you do not have to re-enter what city you’re flying into and what city you’re flying out of every single time. 2. Why do I have to log into an app in order to purchase a plane ticket when I am obviously already logged in? This makes no sense and is an extra step that makes using your app a pain in the neck. None of the other airline applications make you do this this should be an easy fix 3. How can you possibly not Store my address which is already saved in The app under my profile? And not only that but your app does not use suggested or stored names and addresses like every other app does. So I literally have to hand type out my name and address every time I want to make a purchase!? 4. This goes along with the previous issue but how in the world do you not store my Alaskan Mileage Plan credit card information in the Alaskan app that I am logged into!?! twice by the way!!! I have been a member for quite some time and really enjoy flying on Alaskan flights but using your app to book flights is bar far the biggest pain in the neck I’ve dealt. I am also a credit card member at Delta, and mileage program member at United, American and Southwest, and every single one of those apps does all 4 of the things I just mentioned.

It is always fast and easy to book a flight and pick your seat. I love using apps that are easy to use as you go step your step to get the job done and this app is super easy to use and if you are a 1st time user of the app. Within 24 hours of your flight Alaska Airlines will send you a notification that you can check in and if there’s empty seats still you can change your seat from the original seat choice you made at the time you booked the flight. Alaska Airlines will also give you the opportunity to check your bags if you have to check one in if you have an over size bag or have more then one that is your free carry on. You can pay for extra baggage fees when you check in online or using the Alaska Airlines app or wait and pay at the airport Incase you end up with more baggage or you ended up not needing a extra bag. After you get checked in the app will ask if you want to add the boarding pass to your Wallet if you use an iPhone.

I live by this app when traveling. Please put a link to Easy Biz on it. I love being able to check on and plan travel on it as well. However, I wish it was faster in displaying gate info. I can get gate info lots faster on other flight tracking sites. American has much quicker gate info, sometimes even for the next day. That should be available for the next flight once you land, but it often isn’t. This app is indispensable but could use work to add to and enhance its functions. The tabs on the bottom of the home page is written in too tiny letters. I’m a million miler, and I would like that printed on the “Lounge” card in the app along with being Gold. I am weary of being only considered Gold when I’d like to think being million miler should warrant recognition more than the Gold. If we can get prices on a rate calendar in the app, why can’t we get an award calendar in the app?

Well, let’s just say that Bank of America said talk to Alaska and Alaska had said talk to BOA to fix our lack of companion fare appearing on one of our card/ accounts. The finger pointed ended tonight with Wendy:) This evening our call was routed to Wendy at Alaska Air since the points/mileage department was closed. Wendy assisted with clarity and confidence perhaps due to her Bankcard background after our mutual discovery that I in fact had TWO Alaska Air membership numbers. My Apple Notes records on my phone showed a membership number different than the one on my credit card. Wendy both fixed that issue with me (a profile fix) and facilitated my learning how to delete my duplicate old companion info from my wife’s Alaska Air login and edit the newer one (from 2022) and also how to fix the TSA Known Traveler Number missing on my new login so we are all now in synch as a family! Wendy also informed us to later call BOA and have them merge our my old Alaska mileage card established in 1996 with my new one that is “companion fare capable”. I learned a lot but it’s nice to have had Wendy on the line, who is likely a “1 in 20” or more find as an Alaska Air agent who could efficiently solve this dilemma that has haunted us for weeks! I’m wondering how Dolby will like your name choice BUT for now, it works for your merged point system with Hawaiian Airlines:) I didn’t see a survey that followed your excellent help so here it is! Thank you again Wendy! —stan

I love your Alaska app, I have it on a couple mobile devices. It is very useful when I am out of the country and need to check on my flights. It also updates quite well with gates and times within the United States! Easy for frequent travelers! I have been a proud Alaska Gold Elite member for about six years now. This last year was horrible for all of us, 2020. I have now successfully taken two trips, one on Alaska to Puerto Vallarta in December. I have one scheduled for Palm Springs in a few weeks. I just made reservations for next December same destination. My biggest regret was having cancel my Alaska reserv, to Cancun.... due to a 5 hr later arrival. I had to make a reservation on American Airlines to Cancun Jan 4-11, 2021 I have taken your early morning nonstop Seattle to Cancun probably 10 to 13 times since you began flying there again in November 2014. My experience on American Airlines was exhausting, and the stops made the trips terribly long, especially on the way home. I hope and pray that someone is listening... and soon this year you will announce a return to your early nonstop departure Seattle to Cancun arriving at about 4 PM. With the return flight leaving Cancun about 5 pm. With my recent experience on another airline, I can rate Alaska By Far Best Airline... Period! ******Please return your Seattle/Cancun nonstop to the 7:15 am departure,

This is my 2nd favorite airline app. Booking a flight is easy and I can get to information which is nice. United,Singapore, Southwest, JetBlue and others are about the same but I find the interface better. I will say though the best in the market is Delta. I am sure tons of people have tons to say about Delta but it’s true. The one thing these apps can add is calendar views and better ability to look up awards with partner airlines. I also don’t like the coloration but I am being nit picky. Also if you track airline fare codes etc. Alaska isn’t quite and up front about it as other airlines. If you credit Alaska mileage it’s no big deal but if you credit other airlines it can be a bit annoying. Again minor things but it keeps it from 5 stars as to me on the Delta app I can easily get that information. Some other things like checkout can use help and saving to a wallet can be easier but these are very minor and things most people probably don’t care about.

I love the airline and it’s employees. But twice I’ve checked in using the app and had less than a positive experiences. The first time some weird glitch happened and it said we couldn’t check-in. When we arrived, it appears my sister’s dog got attached to all four of our tickets, which took the people at the counter FOREVER to correct. Yesterday I checked-in for a short flight (less than 2 hours). I was unable to pick a seat unless I wanted to pay an additional $30, so I just paid for my bag and at the end it said I would get a seat assignment at the gate. I ended up in the last boarding group (E). It was okay, since I was traveling alone and had no carry-on, but had I been traveling with someone else there’s no way our seats would have been together. And I specifically like checking in early, so that I’m not in the last boarding group.

First and foremost, as an Alaskan with 5 people in our family, we have always appreciated the BOA AK Air credit cards for the companion fare tickets. They have saved us $1000’s per year for many years. In addition, the Club 49 program makes us feel we are valued and celebrated by this excellent company. All that said, the thing we appreciate most is the professionalism, caring, and friendly nature of every employee that we have come across over the years. In 20 + years and many, many flights all over Alaska, contiguous US, and Canada; a negative word has never been heard by any of the employees about their employer, at any point. The employee always genuinely present themselves as fortunate to work for AK Air and even out of Alaska, they continue to carry the genuine friendliness that is present in so many residents of our great State. We consider ourselves very lucky to have such great access, routes, and services to such an excellent service provider and only when no other option exists, will we travel on any other airlines; it’s simply and lessor experience on so many levels. As you continue to grow and share your offerings with more and more people, please continue to protect your company values and culture, as they are what makes your company far and away one of the very best! Sincerely, A very appreciative Alaskan family

I was only introduced to Alaska Airlines last August and I can say that with the dozen flights I’ve taken with Alaska, I’ve enjoyed every flight. The customer service is absolutely incredible and I find myself on the phone getting quality assistance and answers to my questions at any hour of the day/night. Everyone is so professional and glad to help with anything that I need. The airline is exceptionally clean and the air smells fresh when I’m on board. Although there was a cancelled flight or two, Alaska made sure to compensate for any issue and coordinate the re-bookings for me. I also love having priority with Alaska a si getting free upgrades to Premium Economy and sometimes even First Class!! Highly recommend this airline to anyone I come across, especially those looking to explore the west coast!

I have been a frequent flyer and member of their mileage plan for 32 years. My first and foremost number one consideration is to always fly ALASKA AIRLINES or one of ALASKA’S partner airlines. When this is not possible, I am always a bit sad to fly with another airline and leave my good air travel friends. I have always appreciated the friendly spirit of all ranks/positions of their employees. I believe ALASKA AIRLINES has safety as a number one priority. I have witnessed in past 30 plus years that ALASKA has been in the forefront of instituting new technologies and innovations for both passenger safety and convenience for their customer base. One last note to consider, their MILEAGE PLAN is the best and easiest in the industry to plan, use and acquire free travel on ALASKA or their PARTNER AIRLINES. If you have not flown with ALASKA AIRLINES please give it a try as I will bet you will not be disappointed!

This app has some serious usability flaws. Can’t checking in directly from flights purchased using the app? When purchasing app frequently fails. App also doesn’t allow you to search nonstop flights you have to filter them after you perform a search. When you look at your trips, flights are in different screens, would be much more useful on on screen. The first screen is the summary, but it doesn’t give you any summary, but they do give you a pretty photo, not very useful. Definitely could use improvements. I love Alaska Airlines. I usually will pay more to fly them, but the app is definitely a huge area of improvement. With over 20 years of usability experience and almost 20 years of mobile experience, Alaska Airlines mobile team needs to focus on users needs and ease of use.

I enjoy the app, it works well, easy to use, can purchase a ticket while “on the fly,” and I love flying with Alaska Airlines. The people who work this airline seem to really care, take great care of customers, and even seem to enjoy it. My only thing is sometimes trying to book a ticket to Montego Bay, Jamaica shows options, and sometimes none at all. I also look on one world, and for example several times it showed none, then one for mileage and now I can’t access that again. Also recently the app is forcing me to buy a segment of the ticket before being able To see the options to and from, like it used to. Maybe that’s just a glitch now, but I do t want to buy half the ticket before knowing how much the other cost or the schedule.

As a million miler with Alaska I am qualified to speak highly on behalf of this service oriented company. I go out of my way to use Alaska because they go out of their way to make my travel as convenient as possible. Having lost my gold status with Alaska at one point and having accepted a position with a company that required weekly travel and very early flights I was in a bind. Living on Bainbridge Island with the earliest ferry at 4:45 am made it impossible to make a 6:00 am to San Diego with out gold status and the ability to enter security in the gold status line. I appealed in writing to the president of Alaska to reinstate my gold status early knowing I would get there in a matter of months and the response was quick and positive. That is one of many reasons I will always choose Alaska Airlines.

I specifically planned my travel with Alaska partners to ensure I had a margin of excess of miles to maintain my MVP gold status in case anything came up causing me to cancel any of my flights. It turned out that things did come up causing me to not being able to take 3 fourth quarter trips. - I was not able to take my October 6 trip round trip Seattle to Washington DC because I got COVID with very active symptoms and could not travel. - I had to cancel my round trip SEA to Denver trip due my father being ill and in the hospital and passing away - I brought him in on Thanksgiving day and he died on December 6. Despite the above cancellations, I thought I would still have more than enough to maintain my Gold status as I had booked several trips on partner airlines round trip LHR to SNN Aer Lingus in September and my Round trip SEA to OSL on Iceland Air. I thought the two international trips would still put me over but I don’t think the AER LINGUS flights were included, and I may have only gotten 1/2 the flight miles credited for the Iceland Air travel, leaving me I think about 5k short. Is there anything that can be done here for me to earn back my Gold status for 2024? Thank You

My favorite airline! I’ve been flying with Alaska Airlines for many years. Friendly pilots and flight attendants. Their customer care representatives have always been great and I rarely have to wait on hold for more than a few minutes when I call. I love the yearly $99 companion fare & other benefits they offer with the VISA Signature card. My family & I usually fly during holidays & I like that there are no blackout dates when using the companion fare. During flights, I really enjoy the cheese plates and selection of cocktails they offer ...as well as the friendly staff. My flights are almost always right on time! The planes are clean & pretty comfortable (for an aircraft). I try to book First Class when available and the staff always makes it a fun & comfortable experience.

When we went to drop our luggage at the drop off counter, the gentleman attendant was super friendly and such a good attitude! I explained to him that at the time of booking my flight, I had requested wheel chair assistance due to just having major surgery. I told him that I thought I could actually walk to the gate, but requested to board early (I picked our seats out when I booked), do I wouldn’t have to stand in long line. He said yes and checked his computer and moved us up a few rows, to reduce the amount of walking, as he said the jetway (tunnel) was lengthy so I would be doing plenty of walking to get there. That was so very considerate! In addition, when going through clearance I explained to the nice TSA attendant (female) that I had had surgery, and that I had drains which might be a problem when they scanned me. Which it did. However, she was very professional in doing the pat down, and explained exactly what she was going to be doing. While it took a lot of time, she did a great job. I appreciate her attitude and how she conducted herself while doing her job! Thank you for having such great people at your San Diego airport facility. I look forward to flying with you again! Laura Buffington Kelso, WA

Very intuitive and easy. I had a flight cancelled due to engine problems and while everyone else was standing in a huge line waiting for help I easily booked myself on the next flight.

Easy to set up and no user name or pswd required.

Overall the app is good. Only two issues exist from my point of view. The first is that the App lacks dark mode which was always an issue with the standalone Alaska App but was not in the Hawaiian app. The other is that MFA for accounts is currrnntly limited to text messages to US numbers. This is way behind the ability of password apps like the Apple passwords app to generate MFA codes and also the use of Passkeys. Hopefully this will be added soon.

It does everything I need it to do. I would recommend it to anyone who flies Alaska.

I made an error in upgrading my wife and I but for the wrong flight. I believe Nadia was my associate and she was spectacular !!

A little difficult to navigate and it never gives me a seat beforehand

Simple easy website to navigate clean planes friendly staff !

Slick and easy to use

I experienced a problem both times when I attempted to check in using the mobile app (both round trip flights). The problem occurs when I have added my checked luggage, choose Apple Pay as my payment option, and then tap on the button that says to pay for luggage and check in. I’m then prompted by Apple Pay to approve the payment, which I do, and I receive an acknowledgment on the screen indicating that the payment was approved. The Alaska Airlines app then displays a screen that says, “Processing.” While it’s processing I receive a notification from my financial institution’s app informing me that a transaction from Alaska Airlines has just been authorized. Meanwhile, the Alaska Airlines app continues to say, “Processing” for a little while longer, then comes back with a message indicating that my check-in couldn’t be processed and to try again. When I attempt to check in again I get an error that says, “Check-in unavailable. Whoops! Something went wrong on our end. Please try again.” I continue to get this error each time I try to check in using the mobile app after that. I ended up having to go to the website on my desktop computer to get checked in, which worked fine. My concern now is if I’m going to be charged twice for the baggage fees. I won’t know until my financial institution runs their nightly process.

Awful technical and personal customer service and unable to book travel. Attempted multiple times to book a flight on phone app, no joy as I received “unable to process” failure messages. I thought no problem I’ll go and call; I was then put on a 45 + min call back to speak with someone. No problem, I will just go book at the “Ticket” counter in SJC. I walk up with over 1:15 hr prior to flight. After waiting in line, I was informed that the “ticket” agents cannot sell tickets and they are not trained to do so. Very interesting since I saw them collect baggage fee charges and make arrangements for other travel issues. I asked and waited for a manager who was still unable. Then I attempted to use a computer to do so, but at the online checkout while standing at the “ticket” counter the system told me I could no longer book since it was too close to the time. The nice agent then tried to call and after over 15 minutes on the phone the phone agent was going to charge me 3x the amount that both I and the counter agent on her system could see. I gladly walked over to Southwest and had my tickets in 3 minutes. Never in my life have I walked to a ticket counter and not been able to purchase an available ticket. Alaska’s system, procedures and training are extremely poor and unable to process standard requests.

A flight scheduled to leave Kona on 2/21 at 10:00 pm has turned into the worst airline-related fiasco I have ever experienced. The flight was delayed due to a problem with a “component.” After telling us to get off the plane, they told us to walk to another gate, where we would board another plane. We never boarded. The airport shut down at midnight. After waiting on line for two hours. We were rebooked for a flight scheduled to leave the next morning at 11:30. After about 3 and a half hours sleep at a motel, we were in a taxi to the airport at 9:00 am. We looked at the Alaska app and saw that the flight had been delayed until nearly 3:00. Alaska never notified us of the delay. We checked in and were told the flight would be set as soon as it was cleared. After a few hours, the flight was supposedly cleared. But it never showed up in the airport monitors. The app said we’d board at 2:20. It is now 2:14. A plane is at the designated gate, but it is not the place for our flight. It’s going someplace else. There is no sign of another plane waiting in the wings. There are also very few people in the waiting area for a supposedly full flight on a 737. The chances of our getting off the ground “on time” are nil. The chances of the phantom flight that had still never appeared on airport monitors ever taking off are slim. Alaska has not notified us of any change in the schedule. This is the most incompetently run system I have ever experienced. And it is anything but customer friendly. I have not mentioned that we had a connection to make that would have landed as I write this, but here we are, sitting in the dark, do to speak, waiting for our first flight. What fun.

I transferred a large number of credit card points to Alaska Airlines Mileage Plan specifically to book partner award flights that were showing as available on their website. The site listed six different partner flights as bookable, but every single one failed at the final step — throwing a generic “We aren’t able to confirm space” error after submitting payment. I spent my entire evening trying different browsers, devices, and even called customer service for help. After a 45-minute call, the agent told me their internal system showed none of the flights I saw were actually available — meaning the website was advertising phantom space. The rep admitted their backend was “more up to date,” but that doesn’t help the customer after points are already transferred. Transfers to Alaska are irreversible, so I’m now stuck with a pile of miles I can’t use. This experience has been frustrating and disappointing. Alaska should not show availability that can’t be booked, especially when it causes users to permanently move points into a locked ecosystem. If you’re considering transferring credit card points to Alaska Mileage Plan, beware — their partner award search is unreliable, and you may end up with unusable miles.

The fares shown for the flights I wanted to take at first class were not first class. If the fares shown for first class on the list of available flights are based on mixed class then the web showing available flights and fares by class should very clear show on the list of available flights that it is a mixed class fare My wife and I are both MVP Gold and have been for a number of years. This very bad web cost me a lot when I went to rebook due to receiving a notice that my original booking was no longer available. My original fare was more than what the web was showing for the first class fare for the the alternative flight. So I cancelled and then went to rebook based on the fare shown for first class on the web. When I got to final step of booking it showed this was not a first class booking, but a mixed class. I then went to reenter the web and looked for available flights and this time the web was showing a first class fare that was $500 more than what it had just shown a few minutes earlier. When I went through the process of booking I found this time it was really first class for both flights the flight to Seattle connecting to the flight to IAD. Robert Selder

I have been a member for over a decade but over the last few years there is no availability for the flights advertised for miles. My miles are unusable unless I spend the equivalent 3X the cost of the ticket in miles. They advertise flights that aren’t actually available and it seems like a scam. What is the point of paying to accumulate miles if it costs more to use them? Very disappointed with the direction this company is headed in. They asked me for a rating so I’m giving them an honest opinion based on the experience I just had trying to redeem my miles. I was told by customer service that this is legal because the fine print says that ability is subjective to change. So who is actually able to purchase these tickets? It seems like availability changes as soon as you try to buy the ticket. But the system never updates so they continue to advertise tickets that aren’t available. However the customer service person was able to see the actual availability, none. So are there 2 separate systems, and one exists solely to dupe customers? Have fun trying to of it out for yourself, and good luck.

I understand that we are still working out the kinks in combining two systems and I can imagine the struggles. I’ve had multiple incidents with the new system. First event, I went through security using the app with my boarding pass. When I got to the gate somehow my boarding pass was gone and my seat was given away. I’ve never had an issue like that before and ended up having my seat reassigned with no explanation from the gate agent. I would have understood if they need to keep a family or individuals together. I was at the waiting to board and never heard a request or even my name called. I’m not looking to place blame. We just have to do better. When explaining to the gate agent that I just used it to get through security and showed them my bag tags they still wanted to go the route that I don’t check in. That was very frustrating and I ended up sitting in a middle seat and lost my premium seat due to either human error or a glitch in the system. I am having to go to the counter and have them give me a Printed ticket with my TSA precheck printed on cause it doesn’t show sometimes on the app boarding pass. Thank you for your time and understanding.

If you are the type that quickly logs in, finds a date, flight, seat, and don’t care much about price comparison beyond the obvious (and unlikely relevant) low price offered on the calendar date… it’s fast and good enough for your needs. If you’re purchasing for multiple travelers, where you need to consider variables like dates, prices, and seats together… good luck. Seats don’t look good for that flight?.. start over. Selected a date in the first screen?.. well, do it again anyways on the next one. Picked a date because the price appeared good, but wasn’t relevant and now you want to poke around at others?.. go through more inefficient hoops. In this day and age where airlines nickel and dime you for everything, consumers are doing more research to save money. Best advice I can offer, do your research outside the app and only use this when you have already selected dates and exact flight numbers. Shameful when 3rd parties provide better and easier access to insight on your services than your own app does.

Tried to book companion seat with my deaf 82 year old mother. Wasn’t allowed to use her companion ticket because she purchased her ticket already. She flies First Class because if her disability and her service dog. We are moving her back to WA state from AZ. On my flight down to pick her up I was booked to fly 3/4. Another family emergency came up so I rebooked 3/5. I did not cancel 3/4. Just needed to be sure I got to AZ. Well AK Air canceled my return trip because I didn’t fly on 3/4. No notice, I am a mileage plan member, they have all of my contact info. I called to see if upgrade available so I could sit with my mother as we originally tried to do and was told the premium seat return I paid for was “forfeited” when I didn’t Show up for 3/4 flight. No notice or attempt to contact me. The airline got my money for the first Flt was I didn’t take and they were planning on taking it for my return and they resold my seat!!! They managed to squeeze me in to a window(I had premium aisle). When I spoke to a supervisor “Brittany” said they have had this no show policy since 2017 and basically accused me of trying to manipulate a premium seat because I should have been charged $125 and an additional full price fair. When I told her that I hadn’t flown Alaska Air for a few years and would certainly not be continuing and I formed her I wanted my complaint noted she simply said”see you tomorrow”. Formal complaint coming. I used to love AK Air and used all the time for business. Daily multiple trips in five states for known shipper cargo. Always was first choice for personal travel. Service has greatly declined in the last 8 years. I’m ashamed Seattle is their home base.

Alaska Air would get 5-Stars from me every single time based on their service, based on their cleanliness, based on their operations. But because they are backed by Bank Of America, they get one star. Bank Of America does not care about the consumer. Bank Of America always mistreats the consumer. I have paid by auto pay for years and have never missed being on time with my payments for years. And because of the recent interest charges going up, my minimum payment was $2 more than what was taken out of my account for auto pay. So I was punished with negative mark on my credit and a negative mark on my account saying I’m past due by $2. I can’t stand Bank Of America. They are disgusting and they do not care about the consumer. When you can have, a customer paying exorbitant rates of interest every month, on time, and then abuse them for $2, somethings wrong with you. I’m paying off my Alaska Air card and I’m going to continue to use Southwest and any other airline than Alaska Air, which I would rather use, but I will not deal with Bank Of America.

Well. I have a lot of miles, decided to book 3 flights separately to make the best use of my miles. Anyway, as I was about to purchase 3rd flight, after entering all the info and click purchase- it says - at this prices it is unavailable. What? Refreshed- the prices is twoce more. Why show and allow the castomer to proceed woth false price. Also have their CC, not happy, will cancel after i book my last trip. It cost 75$ annual fee for the card, in return you have 1 free ticket ( you have to fly too) the ticket amount cant be applied toward more expensive ticket. The max you can get is 99$ reduction, so if your ticket is 120, sorry!!!! It is not realy free. Anyway. Called them and told them that I am not a happy customer and blah blah- they gave a credit of $100 if I soend X amount of money. Conclusion: better have cash back card then miles card- to much pain:((( also- they bought Virgin A- took away all the fun and some destinations got reduced:((( one thing that is positive: they were never late, very rare. So .... after all dont like it.

Alaska has been my preferred airline for many years. Now I’m rethinking it all. After a really hard debacle over my ticket being improperly cancelled by error and then having to redo the entire thing, I had to wait at LAX to check in to the later flight. Okay…but there are ZERO seats and I needed one. I was told all seats were removed because of homeless people coming in! So you decide to punish your customers, especially elderly, as the solution. Additionally, the fact that you have eliminated all check in kiosks is ridiculous - long lines, angry people and overwhelmed agents. Dozens of bag kiosk check ins empty, long lines for checking in with only a couple agents and no kiosks (that would have taken 5 minutes instead of frustration), crowds and tense anxiety about making it to the gate in time. Finally, it took us nearly 40 minutes to get from the airport entrance to the drop off Alaska terminal!!! It’s a 5 minute drive through - 10 at most — or should be. LAX is the absolute worst, worst airport in the world, and I’ve travelled all over it.

The stewardess are nice but the airlines is not good. I have a dietary restrictions so I filled out the pre-registration within 48h prior to boarding as stated, but not once did they receive any of my orders for my dietary restrictions. I did it SIX individual TIMES for my international flights including talking to as agent! My first international flights I did not eat anything because they screwed up and told me again to do it within 48h which I stated that I did multiple times so I did it again for my return international flights as I was starving on my first international trips. Yet AGAIN they didn’t have any pre-orders but this time the stewardess were very rude about it. I had documentation showing them that I talked to an agent as well as preregistered my dietary restrictions for my flights. They didn’t care. Very sad! I would NOT RECOMMEND this airlines unless you absolutely have to and even then be prepared to starve for your flights so obtain food for the flight which you shouldn’t have to as you already paid for this but this airlines does not care.

Altogether, I spent about 4 1/2 hours, dealing with an issue of the name on my ticket not being exactly the way I would expect it, with my middle name scrunched in with my first name. Unable to add TSA information, wasn’t quite sure what to do, called Alaska Airlines in the first and second people I spoke to thought it was an issue that needed to be corrected, but always deferred it to other sources. Finally the morning of my check in I was told it didn’t matter and it was normal, and to go ahead and check in. it would’ve been nice to have been told from the first time when I called that that name situation wasn’t an issue. Had a few dropped calls, and extended hold times of 35 minutes, even late at night so things could be a little smoother. Looking forward to the flight, though to find out what the onboard quality of services is like.

Prior to merger with Hawaiian and transition to Atmos UI the app was much more user-friendly, however recently it has gotten much less intuitive; functionality has suffered terribly; the app signs out and requires multi-factor authentication seemingly every time I log in whether or not I request "remember me" option; booking trips via the app has gotten much more difficult. All of these are relatively minor setbacks: having the app logging out is very inconvenient when it is being used for travel; there is an expectation that your boarding pass will be accessible when you are in the boarding line for example. I've stopped booking work travel through the native Alaska/Hawaiian app because it's easier to book via corporate 3rd party travel app; for personal travel I still need to use the app or the website, and the app still edges out web booking. All in all I'm excited for the opportunities with the Alaska/Hawaiian merger but I don't think the app experience has been positively impacted in any way.

You can’t even review the receipts of tickets you’ve purchased. I guess that would be no big deal except when I call customer service, the agent usually chastises me because I can’t provide the ticket number for the refund I’m trying to get for the flight that was canceled and I flew a different carrier because AS told me to wait but never rebooked me and the app doesn’t help with changes during irrops. When I call in and provide the confirmation number for my reservation (which also disappears from the app after 48 hours , I guess the app isn’t big on helping with your flight history), that’s when the agent gets upset because it has to be looked up in their system—at least they have a way to do it which must be extremely painful, but I can’t do it in the app. The people who say this is the “best airline app ever” must not travel much and haven’t had to do anything like get refunds, change flights, or anything a frequent traveler might expect from an app. Or the review is just suspect.

I have to remember that I’m reviewing the app and not the airline. I’ve flown through multiple airlines and used their apps, and I say this one is not the easiest and not user friendly. I’m constantly clicking in multiple spots to find out information, like what terminal. Come to find out, it’s only on the ticket I save on my Wallet on my iPhone. Unfortunate, it doesn’t update. The app itself doesn’t keep updated as quickly as other airline apps. I get the notification to board, right as my flight is taking off. Access to the Gogoflight should be easily accessed through the app, not have another app for it. When I initially schedule a flight, pick my seats, and then after I pay for it, I noticed it only saved my seat selection for one flight and NONE of the others. I have to go through again and select it. I’m starting to wonder if it’s making me pay double, the seat premium twice. This app has gotten worse, in my opinion.

Most large airports and airlines have electronic billboards showing departure times and gates at several locations. United had several such billboards at OHare. Alaska had nothing! So I went by the electronic boarding pass that I had printed the night before, because my printed boarding pass that I got at the airport also did not have a gate number. Even when I arrived at the gate that I thought I was supposed to be at, there was no indication as to what flights would be leaving from that gate. One would think that this was the first time that Alaska ever had flights going out of Chicago! Flights out of Seattle were much more efficient, but for a huge airport like Chicago this is inexcusable, even if it was the first time they had flights out of Chicago. If your electronic system is not working, then you should have helpful people at the main entrance gates to direct people to where they should be.

I was using a 64 character password which worked just fine for the website but not for the app. I tried calling Alaska Airlines customer service but was told they do not provide support for the app other than to tell people to uninstall and reinstall. Then got transferred to someone else and that went nowhere, too. Tried chat a second time and was told over and over and over that the same password will work for both the app and website. That’s not true. I tried lowering the password character count to 35 and that worked. I also tried 45 characters on the website out of curiosity and that generates an error. So does 40 characters so I’m guessing the limit is 35. So, once the lower character limit was discovered, I can login fine with the same password for both website and app. I was also told by their support that I should not use password managers because they don’t always work. Huh, okay.

This app needs some serious help. From the UI design to speed to functionality. I am a frequent flyer and switched from Delta to Alaska a few months ago. The Alaska’s app is no where near what Delta’s mobile app provides. Developers and product managers of Alaska mobile app, please please please please do some research on app design and user experience on mobile app. It is quite unacceptable for a major US airline to have such a bad designed and difficult to use mobile app. Here are a few things I find annoying and not up to par: - Long loading time between page/screen. The app navigates and loads very slowly overall - Does not automatically add itinerary if it’s booked through travel agencies even if frequent flyer number is provided at time of booking - Only able to select seat per flight. Should provide an option to page next to select seat for the flights on the same itinerary - Very difficult to navigate the booking screen. The “back to search result” option is not very obvious - No multiple city search option when booking through app - “Use miles” and “Flexible dates” cannot be selected at the same time when booking through app - Takes a ridiculous amount of time to post miles to account after a flight, usually at least 2-3 days. Delta does this within 24 hours, often much less - Lack of visibility of how many seats are open on the flight, including business and first class. Very difficult to get an idea of chances of getting upgrade or clearing standby

I've used many airline apps over the years, and unfortunately, the Alaska Airlines app ranks among the most confusing. The user interface feels cluttered and unintuitive. Simple tasks like checking in, viewing your boarding pass, or even finding your flight details are buried under multiple tabs or unclear icons. Navigation is frustrating—menus aren't labeled clearly, and the layout doesn't follow the standard conventions you'd expect from a travel app. I found myself constantly tapping back and forth just to find basic information. There’s also very little guidance for new users, so unless you’ve used the app before, expect to be doing a lot of trial and error. For an airline known for good customer service, I expected a more polished and user-friendly digital experience. Hopefully, they’ll consider a redesign that makes the app easier to use for all passengers.

It’s so disappointing to see what has happened with the merger between Hawaiian and Alaska. The new Atmos app and transitioning from booking on Hawaiian or Alaska is a mess. My flights are not updating between online and on the different apps. Routes that I relied upon have disappeared and the fleet of aircrafts that have taken over certain routes are horrible configurations. They basically went for the least expensive planes, packing everyone into a sardine tube. Staff has been frustrated and therefore provide poor customer service. Whomever coordinated the merger did a very poor job. I’m ready to take my travel to another carrier. Going to Hawaii or Alaska should be a magical experience. We are so fortunate that both of these magnificent and unique locations are part of the United States. It should be a pleasure to travel to any destination but most certainly to our 49th and 50th state. This merger has done nothing to make flights more affordable with better customer service. It truly is a shame.

Buggy. Can’t enter fields without getting a triangle alert error. Even with valid text or email - too bad :(

I try to retrieve my password and submit my email for the password reset instructions but it is apparently sent to an email I don’t own for some reason, so some random person gets access to my information

Your app sucks. Check out United’s app. It is reliable and straightforward. Yours used to be. It’s a mess now.

The app is very unstable. Numerous times the keyboard would not show up. When trying to pay for my bags it would time out after 5 minutes of seeing the icon spinning. I even tried logging out and shutting down the app and logging back in again at least 3-5 times. When I tried to reserve my Security time, the only time available was 15 minutes BEFORE I land. (I gave up on this part. ) After 1.5 hours I finally got the essentials done.

I tried to upgrade multiple times and it will not let me What a pain

Trying to checkin and can’t purchase bags

This app was once flawless. However recently I have been encountering constant errors during check in, and now I’m unable to book flights as the app reverts back to the home screen every time I attempt to add the outbound & inbound flights. In each occurrence I am forced to the website to complete my transaction without issue. The app also no longer fetches trips booked with your mileage plan ID. You have to manually add them. Product & Dev Team: Your last update contained quality escapes that have significantly impacted user experience rendering the app nearly unusable. A fix should be prioritized asap.

Check in on the app is a painful procedure. So many glitches. They really have to do better.

No boarding pass no easy login no easy viewing of your trips everything is finnicky

Slow and glitches

Often doesn’t work.

I am not commenting on the look and feel but on the technical aspect of it. It just doesn’t work. Tried signing up with it, even though all fields are populated it asks me to fill in all the mandatory fields. Then tried to check in, it prompts me for covid contact tracing (yes in Nov 2024), and then it glitches out saying Something went wrong - no matter how many times I try. Just terrible unusable app.

Horrible software

As a Canadian who was going to fly with Alaska the app would not verify my passport. Getting nothing but “technical issues”. Does not work and is garbage.

See title

Incredibly slow. Using other airline apps on the same wifi with out any issue this app wouldn’t allow me to pre pay for baggage, crashes multiple times a and wouldn’t allow me add the boarding pass to my apple wallet

I’m trying to book from the Alaska Airlines App and I also would like to see other Airlines such as Qantas Airways. They’re both Oneworld companies and all I’m getting is that you’re not able to complete your request. Please try another city. Of course Alaska Airlines Fly into Vancouver Canada all the time to either Seattle, San Francisco or LA to do a transfer. I’m not happy about this.

Only airline app I’ve ever seen that doesn’t have a button to “Manage” your booking. Also malfunctions quite often. They should do better!

Took me three tries to complete this booking. Wouldn’t let me go into the cc expiry fields. Kept timing out and had to keep reentering passport info.

It sucks. Not intuitive not user friendly . Way too much advertising on data pages giving flight details. We gave up checking in on line Way too disjointed and confusing

When trying to book our family trip the app did not allow us to pick half our seats or would crash half way through completion making us have to start over 2 ccm during the process

Apple wallet won’t work

Was disappointed I checked in early to get a good seat and app did. It allow me to choose or change my seat assignment. Very unsatisfied about this.

I have an Alaska account but neither the app or the website automatically ad my reservations. I have to add it to both of my phones manually every time.

Always more expensive than other 3rd party flight apps. Wouldn’t let me ad mileage because it expired... wouldn’t recommend

Couldn’t check in online, kept saying I was lost on the app and online. I was also charged for two seat upgrades for one flight where I’m traveling alone. Where can I find receipts to prove being charged twice? Tried to check a second bag at the airport and they wanted 4$ then 195$ CAD…. Shouldn’t be this hard.

This app is really slow

When adding passenger details if you switch to a different app it forgets everything entered. Very frustrating. Makes the app useless to me.

When I leave the screen to look at passport details (in a photograph) it erases the previous details entered. So frustrating! My families passports aren’t all in my hands while checking in.

Rubbish

To much direction to Atmos. Make it smoother and easier to find flights, fairs, destinations and booked flights.

Whole app freezes when I try to open my trip. Literally impossible to get in. The one time it did work for me it took forever to load. Worst app I’ve ever had the displeasure of using. Flying is stressful enough the last thing I need is my app not loading.

Need a better way to capture passport photo info as it took 10 minutes before finally accepting

Security Interview? Four hours prior to flight, for someone with TSA Pre-Check? BS with no explanation.

User interface is not very easy to navigate and not intuitive. Long Way to Go compared with other airlines

I have been trying for 2 days to book a flight and have found the app very glitchy with dates changing which if I wasn’t watching carefully I would have booked totally wrong dates. I had flexible dates selected and when I chose dates on the calendar that looked available they would come up unavailable and the prices for the other days also changed. When I deselected flexible dates I finally had luck booking my flights. I have always enjoyed the app before this year. Not sure what has happened.

Where my profile gone? Brutal

Uses push notifications for advertising that you can’t opt out of.

First stuck on a white page, then the booking page doesn’t load. An airline app that couldn’t book flights…..

Absolute trash across the board. whole infrastructure is booty. I can’t check-in for a flight thru the app, mobile or desktop browser. just error messages left n right even when the fields are filled out. truly embarrassing. no wonder that door busted off that flight. alaska is literally falling apart at the seams. get it together.

Very hard to do things in this site. Does not do the things you need. Horrible

Probably because we expected the service at Alaska to be superior to other airlines….when we left Kaui - at the check in desk, our attendant Maile, basically acted annoyed that we were there….just a number….