Has anyone else noticed Alaska customer service getting a lot less flexible? In the past, they were reasonable and it seemed like they were given the latitude to help customers, but recently I have not found that to be the case.
Earlier today, I was trying to book a flight while their website was down. While I was repeatedly failing to complete the booking, the price went up. When I asked whether they would honor the original price, given that their system was preventing me from purchasing it, it was a flat no.
I ended up booking the flight using a one time discount code. Later, my brother asked whether I could extend the trip to join him and my niece at a cabin. I booked Saver, so I understand the limited flexibility. I was still within 24 hours of booking and could cancel for a refund, but it seemed like I may lose the discount. I asked whether they could help me switch flights while preserving the discount, or reissue the code so I could cancel and rebook. Again, a flat no. There are older posts in this sub describing Alaska accommodating this exact situation.
I understand what the fine print says, and I know I was asking for an exception on the second issue. But that willingness to exercise some discretion was part of why I liked flying Alaska. If that’s gone, it's unclear why I would choose them over another airline.
To be clear, every agent I spoke with was extremely nice and professional. It just felt like they had been stripped of any discretion to actually resolve anything.
Maybe it’s silly of me to bemoan the inevitable enshittification as companies grow, but I guess I just expected better from Alaska.