Customer Service Commitment

We Will Care for You During a Delay

We realize the inconvenience a delayed flight can cause. Our first job during a delay is working to get you to your destination as soon as possible. Your comfort during a delay is also a priority - listed below are the amenities we can provide while you wait. Please note that for situations beyond our control, some exceptions apply (see below).

One Hour

If we've caused your arrival to be one hour or more past your original scheduled arrival, upon request, we can assist you in making a phone call. Depending on the location, you'll either receive a Quick Call phone card, or we'll offer you our phone if it is available, and able to dial beyond the airport.

Two Hours

If your flight is be delayed two hours or more, one of our airport Customer Service Agents will provide you with an Apology Brochure from the employees of Alaska Airlines and Horizon Air, which includes 1,000 Mileage Plan Bonus Miles to be deposited into your Alaska Airlines Mileage Plan account.

Canceled Flights

If your flight is canceled, and the city where the cancellation occurs is 100 miles away from home, hotel accommodations can be provided. Accommodations include single or family rooms and round trip ground transportation to an airport area hotel.

Exceptions

We cannot provide the amenities outlined in this section if air traffic control, a weather situation, or another extraordinary circumstance beyond our control occurs at any city within your intended flight routing. We will do all possible to advise you of weather problems before departure, but it is always advisable to checked your flight status and weather conditions along your route and plan accordingly. In the event we experience severe irregular operations, we will post an alert on the top of our homepage.