Customer service commitment

We are committed to providing the best possible customer service during mechanical, weather or Air Traffic Control (ATC) delays. Delays on the ground with passengers onboard are possible, although rare.

We are committed to the following contingency measures to minimize your inconvenience:

• Alaska will not permit an aircraft to remain on the tarmac at a U.S. airport for more than three hours for domestic flights and more than four hours for international flights without providing you with an opportunity to deplane unless:
  1. The pilot-in-command determines that deplaning at a suitable disembarkation point would jeopardize passenger safety or security, or there is a safety related or security related reason why the aircraft cannot leave its position on the tarmac to deplane; or
  2. Air traffic control advises the pilot-in-command that returning to a suitable disembarkation point to deplane would significantly disrupt airport operations.
• For departing flights, the three-hour period commences after the main aircraft door is closed, in preparation for departure, and ends once we begin to move the aircraft to a suitable disembarkation point where you can safely deplane. If the aircraft is in an area of an airport that is not under Alaska’s control, the aircraft has begun to return to a suitable disembarkation point when a request is made to the Federal Aviation Administration control tower, airport authority, or other relevant authority directing the aircraft’s operations. If the aircraft is in an area that is under Alaska’s control, the aircraft has begun to return to a suitable disembarkation point when the pilot begins maneuvering the aircraft to a suitable disembarkation point.
• We will timely notify you of the opportunity to deplane each time the opportunity to deplane exists at a suitable disembarkation point for all departing flights and diversions.
• We will keep you updated regarding the status of the delay when a tarmac delay exceeds 30 minutes, and thereafter we may provide subsequent updates, including flight status changes, as appropriate.
• Once onboard, if your flight is held on the ground (away from the terminal or with the boarding door closed), we will maintain a comfortable cabin temperature.
• During a tarmac delay, we will maintain operable onboard lavatories.
• We will provide adequate food and potable water no later than two hours after the start of the tarmac delay unless the pilot-in-command determines that safety or security considerations preclude such service.
• We will provide adequate medical attention if needed.
• We will have sufficient resources to implement our tarmac delay contingency plan and have coordinated our program with airport authorities (including terminal facility operators where applicable), U.S. Customs and Border Protection, and the U.S. Transportation Security Administration at all airports we serve, including our regular diversion airports. We will coordinate with airport officials and other airlines to share facilities and make gates available at the airport in an emergency.