A family of four booked a ticket on Alaska Airlines, only to incorrectly be denied boarding due to the airline having some sort of a glitch in its system when it comes to visa requirements. They were rebooked, only to be downgraded, have similar issues on the next flight, and nearly miss their flight. But…
Continue reading: Alaska Wrongly Denies Family Boarding, Then Kicks Them Off Next Flight Over Seat Dispute
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Christophe, sorry to hear of this. Hope you are able to get a full resolution. Between US IDB and Canada APPR rules, there really should be compensation owed to you and yours for this inconvenience and failure by the airline. *sigh*
One of the few customer stories that sounds very genuine and I feel so bad for the family. I hope Alaska makes them whole. And US flight attendants should stop with their power trips. I bet the purser just wanted to punish them and knew he/she/it could
A quick overview: DOT rules mandate cash compensation equal to 400% of the one-way fare, capped at $1,550 per passenger. For a family of four, that is $6,200 right off the bat. Under statutory protections, Alaska owes them the fare difference between the First Class ticket and the coach seat for that leg. Since Alaska ultimately failed to transport them to their destination and they had to cancel the remaining segment to fly Delta, they are legally entitled to a full cash refund of the unused portions of their Alaska tickets. Alaska is directly liable for the consequential damages caused by their erroneous document check and subsequent crew-instigated removal. A proper resolution must include a cash reimbursement for: The Delta Tickets: The passenger had to shell out $2,538 out of pocket to get to Vancouver because Alaska's station agents and crew created an un-flyable environment. Incidental Expenses: Any meals or airport expenses incurred during that six-hour ground delay in Missoula. Additionally, some corporate goodwill would be nice: On top of the legal cash refunds, a carrier looking to save face in a high-profile incident like this typically issues $500 to $1,000 per person in future flight credits (or a massive deposit of Mileage Plan miles—think 50,000 to 100,000 miles per passenger). File an official DOT Complaint: This forces Alaska’s legal and regulatory compliance team to respond formally within 30 days. The DOT strictly enforces IDB rules when an airline's internal documentation database is lagging behind actual immigration law.
Probably the system issue was stemmed to the days when Canada require ETA for US permeant resident to arrive by air. However, Canadian government did removed that requirement for US permeant residents and seems like Alaska Airlines forgot to change that.
From my experiences it really sounds like Alaska has serious problems with their internal systems
An excellent travel agent’s synopsis and recommendations 1990, one is genuinely impressed.
We had a similar case last year with Air Canada and their check-in system.
We were traveling from Frankfurt via Toronto to Los Angeles on Air Canada.
My wife is Thai and has a 10 years VISA for Canada and another one for the USA.
Online check-in didn't work, so we arrived early at the check-in counter.
Were the staff couldn't check my wife in, as the system only allows one VISA per person, but at the same time complains, that it needs one VISA for the Transit in Toronto and one for the Entry into the USA.
It took them nearly 45 minutes to come up with a workaround. In the end they had to first check-in my wife for the Toronto-LA flight with her US-VISA and after that the could do the check-in for the first leg from Frankfurt to Toronto with her Canadian VISA.
But the check-in staff nearly gave up, before they found the workaround and told us, that they might need to deny my wife for this flight.
Unfortunately the same problem happened during boarding as the system again complained that something was wrong with the VISA. Lucky for us it was the same staff as during check-in and they new now what to do.
It looks like nowadays the check-in staff doesn't have the flexibility or option to override system errors.
I am Canadian with US PR. THIS IS NUTS.....
Any EU passport including CH(which is treated the same as the formal EU) should have allowed entry into Canada; WITH a valid ETA. This is similar to the ESTA coming to the EU and the UK/AU/NZ/US ETA systems.
It seems here that the passport holders didnt want to hold a Canadian ETA because they were US permanent residents. Per CBSA, they didnt need one as long as they brought their green card with them to prove PR status. It seems that is the case here.
Alaska has had an incredible hard time adjusting to being a global carrier...this is another bit of turbulence in this adjustment.
Although, i think some good advice was just to get the ETA for Canada....its only 7CAD per passenger(especially when they paid for F class)....this would have avoided the whole episode....not saying they were in the wrong...but i have gotten additional ETAs just to avoid any agent being wrong.....its a very small price to pay for smoother travels....it seems weird this is where they wanted to save money. They arent in the wrong here...but given money was no object here for WC tix and f class.....28CAD and a few minutes would have avoided this all.
This seems like a very simple case of IDB. $900-2400 per person. Though him cancelling at the last minute might have invalidated his claim.
Guest Aero, even if Christophe attempts all the above, the airline will likely fight him every step of the way. The best 'help' he is receiving right now is that Ben 'reported' on his plight. That may be even better for him than a mere months-long wait for the DOT to get back with a non-binding reply. I sincerely wish we had stronger passenger rights protections in the US, like Canada, EU and UK. Someday, maybe.
For real. Separate but related, at least AS added two-factor authentication recently to their program logins. Some folks were getting too-easily hacked before.
The problem here was Canada used to required all US PRs to have a ETA for air arrival, however that only change not long ago.
Also regarding your advice, IRCC's application questionnaire will not let you apply ETA if you told that questionnaire you have US PR status.
Gosh, this sounds like a ridiculous and frustration situation. I’m appalled that an airline employee (with a visible badge no less) would refuse to get up and claim 3 seats. I’m an airline employee and this is wild behavior whether they were non-revving, deadheading or on official company business.
I was on the flight from Missoula, it was a crap show. Alaska wasted about an hour of our time just sitting on board, trying to figure it out. They made no announcements, and acted like nothing happened when it was over. The guy was obviously upset and did a great job keeping his composure. I feel bad for the kids who had their soccer team jerseys on and were ready to go.
actually you can still get one per the application process.....its doesnt say you CANT have one....just that it isnt necessary.
Ben, since you mentioned this is the kind of thing we expect with AA, I want to share a (rare) data point from last year.
With a lap infant, we bought Canada to US tickets on AA via OTA (it was cheaper for some reason and still clearly indicated the lap infant).
At the Canadian outstation (for AA), the system was having an issue with our reservation. Not immigration related, but probably something strange with transborder flight, lap infant, etc. The AA agent spent about 20 minutes at the check in desk patiently figuring out a way to get our boarding passes issued. They never blamed us for booking with OTA and clearly took ownership of the issue as something she wants to help us with. She called multiple resources and eventually figured out how to work around it.
While you know it's not the easiest to hang out in the terminal with an infant, the entire time I marveled at her patience and desire to get this resolved. Given it was AA, my partner and I were thinking in our heads the whole time we're just going to have to book another ticket.
Alaska will soon learn how to be 'adult' about this.
I had AS/ QR via SEA a month after the started booking single tickets. The poor CSA had no idea what they were doing. It took me an hour and multiple calls to check in. I will give them credit, the CSA and station manager never lost their cool and were professional the whole way through.
that makes sense but I very much doubt the average traveler would go beyond "everywhere I checked says I don't need this document"
Illustrates why the US needs EU 261 like protections. Secondly E gates are finally coming to the US. Incompetent or rude gate agents jobs are on borrowed time.
He may have been very wronged by the airline but why did he not send in a complaint afterwards to AS rather than complain to a website? That makes me suspicious.
Now if he went to AS and they told him to go pound sand then that should be part of the story. But it doesn't look like he either contacted AS or gotten a response.
Swiss people are the least threatening I’ve met. That FA who complained is a snowflake.
Shots fired at American. Lol.
In all seriousness, this is a brutal situation that the family had to endure. Shame on Alaska for this one.
Wow, also agree this is uncharacteristic for Alaska. I find their employees are also the most often willing to make policy exceptions in the name of customer service too.
When I have made complaints to Alaska Airlines it is noted as needing to allow for 5 business days for a response. Since the game they were traveling for is today, I doubt its been 5 business days since this happened. Based on having multiple issues evolving multiple Alaska employees, I would have very little faith in the company correcting this issue. I would take this and complain to as many locations as possible, the company, DOT, any and all possible social media in hopes of getting some resolution.
Having been flying Alaska Airlines as my primary carrier for over 20 years I have noticed a significant drop off in customer service the past 2-3 years along with many IT issues I can see this easily happening.
I also work for an airline and "I thought I had this row to myself" completely goes against non-rev rules and etiquette.
Note to myself, never fly Alaska unless they fix this incident in a magnanimous way
(This is why we really should have an air passenger rights regulation in the US... that'd totally be a delay caused by the airline, not 'the weather'... sure, only an hour, but if longer, in the EU, you'd get $300+ for the inconvenience. And, no, I'll never shut-up about this. We deserve better...)
Ugh, George, you're exhausting... always shilling for multi-billion-dollar companies on all the blogs. Casting double and plausible deniability where there really is none. AS f-d up here.
It /really/ seems like Alaska (and probably WLOG to other airlines) needs to come up with a mechanism for overriding computer documentation requirements. Now, this should (obviously) be a rarity and require significant escalation because of the risks involved to the airline (e.g. fines), but being able to simply tell the computer "Management says the docs are fine, stop beeping at people" as a technical fix seems like an answer.
As to the stuff on the second flight - honestly, unless there's evidence of particularly raised voices (I think a bit of tension in their voices seems reasonable), I'd like to see both the pilot and the purser get slapped by management. That won't happen, but I'd say they deserve it given how bad that situation is. The non-rev also needs to take a lump - maybe suspend their buddy pass privileges for a while?
This is one of the worst stories of customer care in the aviation industry that I’ve ever heard. Absolutely diabolical. Glad it’s getting some attention.
This is completely wrong. DOT's IDB rules only apply when the passenger is denied boarding due to an oversale. It does not apply when the airline wrongly applies travel documentation requirements. Suggest you read the applicable regs before purporting to give advice based on pretend knowledge.
And unfortunately this is how airlines quickly respond these days. They don’t care about customers but they care about their image.
Then maybe @1990 wait to see how AS responds. I did not say it was not the flyer's fault. I DID say the flyer should first reach out to AS and only if they won't respond or respond improperly then approach a blogger.
It's exhausting reading snarking comments from someone that lives (or lives like) in their mother's basement. Not only here but on other sites others have also noted your mentality of a 12 year old and someone that can't have two facts in their head at once.
Have been on a number of Hawaiian/Alaskan first class flights and since last October nothing has gone correct. Loved the connection replacing a direct and them trying to downgrade the seats. Their systems are terrible. I even have a photo of their gate indicating boarding at 8:45PM and departure at 8:30PM. Most of the staff/crew are nice but they are getting very tired of it also. And the lounges not so great. Basically they have turned this long time Alaskan (remember the gold coin when they started) and Hawaiian elite flyer into flying an alternative.
You really haven't thought about this, have you?
E-gates would have rejected their boarding and not let them board until their group. In a case like this, where "computer says no", they'd make the situation worse.
Is it actual Alaska staff in Missoula or is it contractors? If contractors, it would at least explain the difficulties knowing how to work the visa system, although the seat dispute at the end is still inexcusable
"Forget it, Christophe, it's Missoula."
Unfortunately, Montana isn't known for its intelligence, as can be seen plainly by all the RWNJs who live there.
Alaska needs to be sued. Plane and simple. He had a contract with Alaska and they breeched it.
I’d sue Alaska Airlines and the employees personally. Alaska airlines is no better than Spirit Airlines and will go bankrupt soon, hopefully.
Missoula is overwhelming liberal. Trustafarians, champagne socialists and bobos everywhere.
Well, the last time I had to submit a complaint to Alaska (related to compensation for a mechanical delay), I didn't get a response for 40+ days--and only after I got the DOT involved. (To their credit, they did end-up doing the right thing.)
I left Alaska Airlines 3 years ago because my wife and I had booked two first class seats using points, and when we boarded, low and behold, there were two Alaska employees already in our seats.
We both ended up in the back of coach in TWO MIDDLE seats. (AND DENIED FARE DIFFERENCE payback
Fly safe everyone
It's absolutely outrageous. The pursur and the non-rev should both be hauled over the coals.
Seems like Missoula is populated by uneducated yokels who can barely read. My main question is why would a Swiss person in their right mind live there. Unless they're running an Alpine Shepparding School. And Canada didn't require visas from US green card holders for ages, not since 2022. I myself drove to Quebec in 1996 with just my green card.
Will your journalism be balanced by reaching out to Alaska for its side? I'm thinking there is more to this unfortunate experience.
Yes, absolutely.
This also allows discriminatory treatment, putting power into hands with no true license to be at risk.
I had a situation on DL when I was waiting near the lav to help my wife when she was ready. The cabin attendant started to harass me and mentioned that she might be uncomfortable and have me deplaned. For the record I stand 5'2 and I am of slight build, wrong side of 50 at that time.
Even the vaunted Emperor Alaska Airlines has no clothes on. They would have done far better on Frontier or Allegiant.
Yeah, well, how many ships did the Swiss Navy send to help open Hormuz?
But seriously, Ben should have mentioned the other victims of this episode: The innocent passengers in line behind the Swiss Family Probably Not Robinson, who had to wait while the Missoula Droolers tried to figure out what Canadian law and their own company's regulations clearly state.
Maybe some journalist will pick up on this story. Doesn't Seattle have a good one who covers Boeing escapades?
I think this story is indicative of an overarching problem with Alaska - a historically regional carrier that's now trying to market itself as international without the infrastructure or staff expertise to do it. I have found Alaska agents (even in hubs like PDX and SEA) to be wholly clueless with how to look up visa regulations, how to through check bags onto another oneworld carrier (even on the same ticket), what the correct oneworld lounge access rules are, etc.
State of residence shouldn’t make any difference. There are folks of all backgrounds living in all 50 states. (Montana is beautiful. Huge fan of Glacier National Park, specifically.)
America has always strived for ‘great,’ even though we’ve failed a lot. And yet, patriotism is meant to be love of country, should be positive, inclusive, and for all of us.
Oh, wait, did you mean “American” as in the airline? Yeah, I donno bout that… they’re tryin’ that’s for sure… new Flagship Suites, etc.
Anyway, happy 100th (to American Airlines) and 250th (to the United States of America).
Alaska Airlines has operated international flights for 38 years, having first launched service to Mexico in 1988.
Yeah, no, yeah… they probably just need a lil’ more time to sort this out… give’m 50 years… (we’re rootin’ for ya!)
Have you tried to contact AS (or really, any US airline) with a complaint? What was the outcome?
Not just the purser, any of the FAs. The captain isn't allowed to disagree with an FA, regardless of how obviously unreasonable the claim is. He can inconvenience a customer or he can anger his crew and potentially have the FA union against him.
I recently had an AS flight cancel due to weather. They couldn’t get me on another flight for about 10 hours so I asked for a refund and intended to book myself on another carrier leaving an hour later.
They refused because I had booked a Saver fare which they insisted was non refundable. I asked for a supervisor but they told me the same thing. I cited DOT rules and they told me that AS policies supervise federal law. I showed them AS policy and they said it didn’t apply at that airport.
I wrote to AS and it took them a month to respond after executive escalation. They responded that saver fares are non refundable. Reminder… they cancelled the flight, not me.
I filed a DOT complaint and they said I was entitled to a refund and blamed the front line staff.
That's wild. The executives at Alaska should fire everyone involved (except the "friendly" one) and make them re-apply for their jobs, because none of them seem competent. I would hold this kind of experience against a brand forever more.
You don't need a visa to visit Mexico from the USA (or Canada, the UK, or any Schengen country) so there are far fewer opportunities for these issues to arise on tourist flights to Puerto Vallarta or Cabo.
THIS is just 1 example why Alaska Airlines is the worst of the worst that is allowed to fly internationally!
I had so many issues with their bad (i mean REALLY BAD!) trained staff over the years, that i just stay away from them but instead try to use up my miles with partners only, and even that is a nightmare! fees charged for no reason, lies after lies and incompetence all over the board.
Make it simple:
BEST to stay away from this airline!
unprofessional staff, badly trained people or such a high fluctuating that all the good ones leave before it's too late and finally, the most dangerous planes in the fleet!
Who would risk ALL these bad karma things to fly with an airline like this?
Richard, it depends who "You" are. While the vast majority of AS passengers are US citizens, who, yes, may not require a visa to visit Mexico or elsewhere, AS and other airlines do transport passengers of different nationalities and immigration statuses who may require visas, like Mexicans visiting the US. It's an exception, but it doesn't mean AS is off the hook. I would resist the urge to defend or sane-wash AS failure here.
Steve, I don't recall Ben ever claiming to be a 'journalist,' so you're holding him and this site to a higher standard than it purports to be. I'd classify him as a blogger, opinion writer, and hobbyist-turned-expert. So, while it might be fine to hear what AS has to say, I'd expect the airline to go into PR-mode, and disclaim any liability, play tough, attempt plausible deniability, and any other deny, delay, deflect tactics common in corporate America. If AS doesn't 'make this right' quickly, the family should pursue DOT complaint, and further escalation as needed. (Or, they can 'let it go' and lose big, which is sad, in the aggregate, for all consumers.)
CC, even if US DOT IDB is challenged by AS, however, since the final destination was Vancouver, CA, recall that Canada’s rules define "denied boarding" more broadly than the US, covering situations within the carrier’s control that aren't strictly oversales, which opens another avenue for fixed monetary compensation.
Regardless of the specific IDB label, under standard contract law, this family is still legally entitled to a full cash refund of their unused segments, plus reimbursement for the $2,538 Delta tickets and incidental expenses caused directly by Alaska's database error. Now, if this appeal via Ben's site doesn't produce a result, the family is going to need to proceed with complaints via US and Canadian authorities, and/or contact an attorney. It's really up to them, whether they want any relief or are just gonna 'take it.'
Clearly, AS failed here. Next time, it may be AA, DL, UA, etc. This could happen to any of us. Let's support our fellow passengers.
Even if there was a real visa issue (which there was not) Seems like they should have been allowed to board the first leg which was entirely domestic
While some on here, sadly but predictably, are attempting PR for 'big-airline,' my fellow passengers, please note, airlines (and most corporations) rely on your confusion and exhaustion to screw you over when such things happen. If you ever find yourself in such a situation:
1) Remain calm; agents will use your emotions against you.
2) Do not accept a refund (in-person or online); it may absolve the airline from their mistake.
3) Demand an Involuntary Reroute (seek partner/competitors at no extra cost).
4) Document everything (get the names of agents, get their 'decisions' in writing, escalate as needed); if you are forced to buy a competitor's ticket, send a chat/email to the airline before you buy it stating you are doing so "under protest" because they failed to perform.
5) When you're home, submit complaints regulators (like the DOT, Canada under APPR) and file for a full reimbursement of consequential damages (your new flights purchased under protest), or take them to small claims court for a breach of contract (I know, not fun.)
(Credit card chargebacks after you've flown a portion of your flight tend not to go well, because the airline pretends it 'flew you already,' and the automated review by issuers 'buys' their b.s.)
Friends, I sincerely wish we had better consumer protections in the US, like UK, EU, and Canada. Even so, those jurisdictions aren't perfect, either. I wish, for instance, in its latest negotiations, that the EU had finally closed the AirHelp v. Austrian loophole, but they did not, so those who travel, say, JFK-CDG-BKK on AF, are not covered, because EU theoretically considers you not having ever involved them (even though that goes against 'common sense,' traveling on an EU carrier, connecting in the EU, etc., and the intent of those protections... *sigh*).
So, if/when this happens to you, whether because of mechanical issue or the airlines' mistaken document issue, etc., you are likely gonna be quite late to wherever you were going, but you don't need to lose more money than you should. Stay smart and protect your paper trail. Good luck out there!
And, I will say, many times the airlines do 'make it right' by step 3. However, if they don't, and you are forced to proceed to step 5 with complaints and court, plan to not fly on that airline again for a while. Ditch your points and credits; forget about brand loyalty. Treat air travel like the commodity it is becoming. Elect better representatives who will actually hold corporations accountable.
Typical Alaska nowadays. They need to tell Canada that the airline determines their visa rules, not the country's government. It's awful what management has done to destroy that airline which was wonderful just 3 years ago, and now is accelerating downhill as fast as possible.
The executives at Alaska ARE the root of the problem. All the issues that have heavily degraded AS over the last few years STARTS at the top, rather than ending there.
BINGO! And it seems to be Alaska's management's intention to destroy their airline.
Have you even been there?!? I have visited there a couple of times, and found them to be all nice people that I encountered, and I have no clue what their political leanings were or if they even matched mine.
Three years ago it would have been uncharacteristic. But now, unfathomable issues like this seem to becoming more commonplace, and Alaska shows zero desire to correct any of them.
They have turned "Alaska Listens" into a black hole where complaints go to die from loneliness and inattention.
Let's hope that 2FA helps. When Hilton added 2FA a few years back, hackers continued to bypass it for TWO YEARS and steal points for reservations before Hilton finally seemed to stop them. In those cases, 2FA challenges were never triggered. The user authentication isn't always the only door to the inside.
Considering the definitely not happening global warming shouldn't that be "The Park formerly known as Glacier?
Agreed... The should have transported them to Seattle, and then the family could have taken the train, bus or rented a car...
Agreed... There is no such thing as Purser on US airlines anymore.... Period. They have a "lead" Flight Attendant, that lacks any authority, supervisory control, problem solving discretion or any advanced training... It's a joke.... US Airlines are at the bottom of the barrel with the worst of the worst international airlines for service.. at the gate, in the air, or on their customer service lines, where most people have little training to comprehend what they are doing... shameful... American exceptionalism indeed.
Why are the airlines tasked with visa enforcement in the first place? That should fall on government of the country they are entering. If they arrive without proper documentation then it falls on that governments agency to enforce their rules not the airlines that can't possibly know all the rules.
Was the first flight a "Skywest" Alaska flight, or an actual Alaska flight? It may not matter, but Alaska flies both 737's and Skywest has a E175. Just curious which "crew" started this?
Lol, as if the Swiss need visas to visit Canada, the US or anywhere else in the world. The most visa-free passport in the planet.
Alaska sucks most of the time. Their agents are pretty dumb. Delta is always my favorite.
TOTAL BS on the part of the airline!!! The family should receive a complete refund from Alaska Airlines and then $ome for the fiasco. As for the 2 employees involved in the end of this, KARMA is going to get you right in the boo-boo!
Pretty sad on Alaska's part
HR needs to either retrain
employees or let them seek
other employment.
All the airlines that serve Missoula outsource their frontline staff thru a subcontractor (including ground handlers). The check-in agents also become the gate agents at boarding time. Maybe if it was actually As personnel employed and deployed to MSO, it would be different? I've had a poor experience there before myself, but nothing of this level.