Wild: Alaska Airlines SFO Gate Agent Accused Of Retaliatory Flight Removal

A top tier Alaska Airlines flyer is accusing the airline of discrimination and retaliatory removal from a flight, in what can only be described as a very strange incident…

Alaska companion fare drama leads to flight removal

For some background, the person who filed this complaint is an Alaska Atmos Rewards Titanium member, which is the carrier’s top tier status. As he describes this, the complaint concerns discriminatory and retaliatory treatment of his partner by a gate agent at San Francisco Airport (SFO), resulting in her unlawful removal from the aircraft, and inability to attend her best friend’s wedding.

So, what happened? Well, I commend him for actually writing a pretty succinct and to-the-point complaint, so let me just share it. Here’s the initial sequence of events, according to him:

On November 6, 2025, my partner and I held tickets on AS 20 under a companion fare booking (confirmation XXXXXX). Due to an emergency veterinary appointment, I was unable to travel. My partner approached gate agent [name] to inquire about procedures for the companion to travel alone.

Gate agent [name] initially stated that airline policy prohibited companions from traveling alone on companion fare tickets. Following his instruction, I contacted Alaska Airlines reservations. The reservations agent confirmed that the booking could be split to allow my partner to travel independently. This transaction was completed, with a new ticket purchased for over $1,000.

Upon presenting this resolution to gate agent [name], he subjected my partner to harassment, including an arbitrary determination that a bag containing two paintings constituted two separate carry-on items, requiring her to check her luggage. My partner observed that white passengers in the vicinity were not subjected to similar scrutiny of their carry-on items.

Then here’s the retaliatory removal, as he describes it:

Gate agent [name] permitted my partner to board and confirmed she was cleared for travel. When my partner requested his name for documentation purposes, his demeanor became hostile. He followed her onto the aircraft, waited for her to be seated, then ordered her removal, claiming that as she was “originally a companion,” she could not travel.

During this interaction, I contacted reservations again with my partner on a three-way call. The reservations agent (whose recording should be available from the last call to Alaska Airlines’ main number) attempted to explain the situation to [name]. [name] refused to communicate with the reservations agent, stating he had “no interest” in speaking with her. The reservations agent expressed disbelief at this treatment, stating she “could not believe an Alaska employee would treat a customer this way.”

My partner was removed from the aircraft and left alone at the gate while the flight departed. The reservations agent noted the customer care wait time exceeded three hours and recommended this written complaint. The entire interaction was recorded by the reservations agent.

The passenger claims that what happened violates federal regulations, state laws, and airline policies:

Federal Violations:

1. Title VI of the Civil Rights Act of 1964 (42 U.S.C. § 2000d) and 49 CFR Part 21: These provisions prohibit discrimination based on race, color, or national origin by entities receiving federal financial assistance, including airports and airlines. 

2. 49 U.S.C. § 47123 (Nondiscrimination): This statute specifically prohibits discrimination in federally-funded aviation programs based on race, color, national origin, sex, or creed. 

3. DOT Aviation Consumer Protection Regulations: The Department of Transportation prohibits airlines from subjecting passengers to unlawful discrimination and requires that removal decisions be based on specific, non-discriminatory safety concerns rather than arbitrary determinations. 

4. Retaliation Protections: Federal regulations prohibit retaliation against individuals who assert their civil rights or request documentation of potential violations. 

California State Law Violations:

1. California Unruh Civil Rights Act (Civil Code Section 51): This Act prohibits discrimination by all business establishments in California based on race, color, national origin, and other protected characteristics. Airlines operating at California airports fall under this statute’s broad definition of “business establishments.”  

2. Statutory Damages: The Unruh Act provides for minimum statutory damages of $4,000 per violation, plus actual damages and attorney’s fees. 

Alaska Airlines Policy Violations:

1. Companion Fare Policy: Alaska Airlines’ published policies permit flexibility in companion fare usage, including the ability to modify bookings. The gate agent’s assertion that companions cannot travel alone after booking modifications contradicts established airline practice as confirmed by the reservations department. 

2. Arbitrary Enforcement: The selective enforcement of carry-on policies and the retaliatory removal after a passenger requested employee identification violates Alaska Airlines’ customer service standards.

My take on this bizarre Alaska incident at SFO

To state the obvious, we only have one side of the story here, so I can’t personally vouch for the extent to which the above is accurate (which is why I’m leaving out the gate agent’s name). That being said, I also think it’s important to hold airlines accountable when we see frontline employees go on power trips, and bringing attention to cases like this helps with making that a reality.

Based on the information presented, here’s my take:

• It certainly sounds like the gate agent was either unhelpful or unknowledgeable in the first place, though fortunately they managed to rebook the flight (though at quite a high cost)
• I wasn’t there to see whether the bag with two paintings exceeded the size limit, so the extent to which there was merit to enforcement there is hard to say
• There’s mention of how white people weren’t subjected to the same scrutiny for their carry-ons; while it’s possible race was at play here, it’s also possible he just didn’t like the passenger due to the previous discussion about changing a ticket (not that this is okay in any way, but that seems just as likely of an explanation, in my opinion)
• It’s absolutely wild that the gate agent boarded the passenger and then deplaned her when she asked for his name, specifically based on the claim that she was originally a companion (rather than based on the claim of bad behavior, or anything else)
• At least the calls should be recorded with Alaska customer service, which may very well have some clues as to what happened, given the timing of when the phone call took place

Assuming this is all reasonably accurate, there’s no denying that the gate agent was on a power trip here, and that the airline should investigate. As mentioned above, the only thing I’m not certain of is to what extent this was racial discrimination rather than just a case of a gate agent not liking someone going against his “advice,” and then doubling down, which is far too common.

Bottom line

An Alaska Airlines gate agent has been accused of retaliating against a customer, and removing her from a flight, after she requested his name. The gate agent was initially unhelpful when the customer needed to change a ticket on a companion fare, when the other traveler could no longer take the trip.

The claim is that the gate agent then retaliated against the customer by scrutinizing her carry-on bags. She was able to board, but when she requested his name, he came onboard to remove her, claiming it was because her ticket wasn’t valid due to it initially being a companion fare.

What do you make of this Alaska Airlines incident at SFO?