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).
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 to let those at your destination know when you'll be arriving.
If we’ve caused your flight to be delayed two hours or more, one of our airport Customer Service Agents will provide you a card with instructions to ensure that our Customer Care team can promptly reach out to you via email or letter with an apology and relevant discount code off a future Alaska Airlines flight.
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.
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 check 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.