Alaska Airlines - LAX, Los Angeles CA

It used to be my favorite airline. Unfortunately, it became much worth in the last year. Dirty cabin and bathroom. One of the bathroom did not have toilet paper. The stereo connection did not work in one of the seats. They did not have hot tea. The good thing - the movies are now free

Another delayed flight! LAX to Las Vegas, was supposed to start boarding 24 minutes and there is yet to be an announcement. How difficult could it possibly be to inform customers of a delay? That seems like basic customer service to me, guess that no longer exists.

Stephen Coulson, employee #005931, in LAX should be fired. I asked for a supervisor to resolve a problem. Coulson introduced himself as the supervisor. He said he couldn’t get us on a flight today but that he would give a FULL refund for the flight we paid for if we booked with a different airline. While we stood in line we booked a flight with Southwest. When we asked for proof of the refunded flight, Coulson’s story changed. He said the flight was booked with Alaska Airlines so he could not issue the refund personally but assured us that he put notes on the reservation so we would have no trouble getting the refund when we called customer service. I almost walked away but a nagging feeling told me that I better call customer service right there. I turned and asked Mr. Colson for his last name and employee number for reference. He immediately grabbed his badge and covered it up with his hand. He said that it was illegal for him to tell me his name and further explained that I would be arrested if I knew his name. Arrested! How ridiculous? !? If it were illegal it wouldn’t be printed right on the front of his badge! He was just trying to intimidate me. I held my ground and called customer service right there. As I suspected, Mr. Colson had not put any notes on my reservation and the customer service representative refused to refund my flight. To my surprise, the representative informed me that there was a flight back to my home town that night and that I could get a seat out on it. What? ! Mr. Coulson said there were no options to getting me home tonight, hence me booking on another airline. The representative put me on hold while they obtained help from a supervisor. In the meantime, I went back up to the counter to speak with Coulson. I asked him about the note. He said that he would give me proof but then left to the back room. When he returned he showed me a note on the screen that said that I requested a refund. We all know that a customer request for a refund is NOT the same thing as a representative of the company offering a full refund. I explained that to him that his note did not accurately reflect our conversation. He refused to change it. Fortunately, after being on the phone with Alaska Airlines for over 30 minutes I was able to get my full refund. I will be flying home with Southwest and I will never be flying with Virgin America.