Customer Service Commitment

We Care About Your Special Needs

Whatever your special needs, we want your trip to be smooth and comfortable. It is helpful for us to know if you require any special services surrounding your flight. You can request special services by calling Reservations, where an agent will be happy to answer any questions you may have.

Unaccompanied Minors

Alaska Airlines and Horizon Air are proud of our unaccompanied minor program. As the parent or guardian of a child traveling alone, you can feel confident that they will be well cared for. You will need to provide the contact information for any adults that will meet your child at their connecting point and destination. To ensure your child is released only to a person you have authorized, we will check the meeting adult's I.D. and obtain a signature. Onboard, we do our best to make sure your child understands safety information, knows the location of the restroom, and has answers to any other questions he/she may have. If making a connection to an Alaska Airlines, Horizon Air, ERA, or PenAir flight, we'll safely escort your child to his/her connecting flight. Please check our website or call Reservations for the specific age qualifications and transfer requirements associated with your particular reservation. If your reservation involves a codeshare partner flight, call Reservations for age requirements.

Completing the automated Guardian Contact Form prior to coming to the airport speeds the process. Online forms are available at alaskaair.com and horizonair.com when you book travel directly through our website.

Wheelchair Assistance

To assist you throughout the airport and onto the aircraft, we provide courtesy wheelchair services upon request. Some locations board and deplane using stairs instead of a jetway. If you are unable to ascend or descend the stairway comfortably, we have special passenger lifts and/or portable ramps designed to assist with boarding and deplaning. Please check with your departure gate agent at least one hour early for this service.

We have specially designed aisle chairs to assist customers down the narrow aircraft aisle if needed. For easy transfer into your seat, there are seats on every aircraft with moveable armrests. Once in flight, an onboard wheelchair is available to assist your movement through the cabin. Note: Onboard wheelchairs are not available on aircraft with 60 seats or less.

Stowage of Mobility Devices

Compact mobility devices (such as manual wheelchairs, canes, and walkers) can be taken onboard the aircraft into the passenger cabin. If an item cannot be safely stowed in the cabin, it will be specially tagged, placed in the cargo compartment, and returned promptly at the next stop. Electric wheelchairs must be safely secured in the cargo compartment during flight. Since some spillable batteries contain corrosive material, they often need to be removed and boxed for additional safety. We suggest that you provide written assembly instructions and allow extra time at the gate for disassembly of your wheelchair. This helps your flight depart on time and ensures your mobility device is returned to you correctly reassembled.

Oxygen

Preplanned medical oxygen can be purchased for use onboard any Alaska Airlines flight when it is requested at least 48 hours prior to your departure and your physician grants proper authorization. Contact Alaska Airlines Reservations at 1-800-ALASKAAIR (1-800-252-7522) for additional information. Note: Oxygen service is not available on flights operated by Horizon Air.

Stretcher Service

In the state of Alaska, remote communities rely on Alaska Airlines to provide emergency medical transport to cities such as Anchorage, Seattle, and Portland, where more extensive medical facilities are available. We work closely with the FAA to maintain this valuable certification, and from time to time you will see stretchers onboard Alaska Airlines' MD-80, 737-200, or 737-400 aircraft. This service is available to all customers with a doctor's request, and must be booked through Alaska Airlines Reservations at 1-800-ALASKAAIR (1-800-252-7522).

Note: Stretcher service is not available on flights operated by Horizon Air.

Service Animals

We welcome service animals in the aircraft cabin. They must occupy the customer's personal space and cannot obstruct an aisle or area such as an exit row, that must remain clear for emergency evacuation.

Emotional support animals for the customer's emotional well being are also accepted in the cabin, when accompanied by documentation of the individual's disability and the medical or therapeutic need for the animal to travel with them in the cabin.