Hang on to your hats. Alaska Airlines actually did respond! This is completely unexpected, as they had shown previously that they do not care about this issue. They may have escalated the issue, but continue to miss the point. This was a case of discrimination against a disabled person because the disability is invisible. There is no mention at all of this issue in this latest reply.
According to the latest correspondence, “Per the Air Carrier Access Act, Alaska Airlines has an obligation to provide you with a legal/formal response in line with consumer regulations when responding to written disability-related complaints” and this is exactly the issue. Alaska Airlines is so concerned with copying and pasting the language that was blessed by the legal department that they don’t pay attention to the actual case at hand.
Let’s dumb it down as much as I can: I was humiliated because of an invisible disability. Alaska Airlines is not able to ascertain the facts since the employee involved doesn’t mind twisting the facts. Is it really that hard for the airline to say “Should what you say happened indeed have happened, we deeply regret the incident and we do not condone such behavior of our employees.” Full stop. Not hard one would think, right?
Instead what did I get? More blah blah blah. I am so over it. I can’t even begin to tell you. What’s the point of me wasting the little bit of health I have to try to get across to these people that mistreating disabled people like that is not ok? No point because they don’t seem to want to get it. What a waste of energy this whole thing has been. Where did humanity go? Apparently lost in the legal department. Pitiful.
I am aware that wearing me down, knowing full well how sick I am, is a well thought out tactic of the company. Well, Alaska Airlines, guess what: You win. Because I am too sick to invest any more energy into this farce. I hope everybody involved feels proud of themselves having beat a sick person. Good job!
Dear Ms. B.,
Thank you for your reply to Ms. Minor’s recent communication. I am responding to your concerns on behalf of Brad Tilden and Bill Ayer.
I wanted to take this opportunity to assure you that Alaska Airlines cares about your travel experience with us and that we sincerely apologize that we failed to meet your expectations in this instance. I intend to personally discuss your concerns with our San Jose Customer Service Manager in an effort to improve our customers’ experiences there.
I will also follow-up with Michelle Minor regarding your disappointment in her response. Please rest assured she conducted a thorough internal review prior to responding, as outlined in her response, and did not intend to be disingenuous. Per the Air Carrier Access Act, Alaska Airlines has an obligation to provide you with a legal/formal response in line with consumer regulations when responding to written disability-related complaints. The email Ms. Minor sent was in line with the requirements of the necessary components of our response. I apologize if the email appeared insincere.
We appreciate you as a customer and take your feedback to heart. We will always take progressive steps to ensure a positive customer experience and your feedback will help us to do just that. We hope to maintain you as a customer and to welcome you onboard a future Alaska Airlines flight.
Sincerely,
Ray Prentice
Director, Customer Advocacy
Reference#: 1247413
