Customer Service Commitment
We Will Ensure Your Comfort During an Extended Delay
We are committed to providing the best possible customer service during mechanical, weather or air traffic control delays. Delays on the ground with passengers onboard are possible, although rare. As we continuously work with the FAA and other groups to find the best solutions for delays, Alaska Airlines and Horizon Air are committed to the following measures to minimize your inconvenience.
If we are aware of a departure delay exceeding 90 minutes, we will delay boarding as long as practical. Air Traffic Control hold times can change significantly and a window of opportunity may open, so sometimes it makes sense to board the aircraft even though the anticipated delay may be an hour or more. If you decide to leave the gate area, be sure to check Flight Information Display Monitors frequently in case there are any changes to your flight status.
Once onboard, if your flight is held on the ground away from the terminal in excess of 90 minutes, aircraft servicing (lavatory service and/or catering services) may be arranged if recommended by your flight crew and upon the approval of the local Air Traffic Control authorities. In addition, if emergency treatment becomes necessary, our flight crew has immediate access to medical professionals, via MedLink, a contracted medical advisory service. Our Flight Attendants are carefully trained in First Aid, including the use of defibrillators, which are available on all of our aircraft.
It is always our intent to deplane within an hour of the time a contingency plan is activated and never more than two hours after your arrival. If an extreme situation arises and we are unable to get your aircraft to a gate within an hour of arrival, we will activate a local airport plan to deplane you.
In the event of an extended delay, we will make every effort to keep you updated about the estimated arrival or departure of your flight. We will give updates at least every 30 minutes or as your flight status changes, whichever comes first.
