• Jun

    When Direct Isn’t Direct: Here We Go Again


    I’d never intended to write another post on this subject, but after what happened on the day of my flight, I decided to add this update, which is a letter I sent to several people at Alaska over this so-called “direct” flight.

    Dear xxxxxxxxxxxxxxxx,

    On May 6th, I booked a flight on Alaska Airlines (Confirmation Code: xxxxxxxx). Since I was flying from San Jose del Cabo to Victoria, B.C., Canada, I was looking for a direct flight from San Jose del Cabo to Seattle.

    My girlfriend had taken one several weeks previously on Alaska and I felt confident I could find one. Looking on the Alaska site I found a one-stop flight that filled the bill and booked my ticket.

    On May 26th, I called an agent to upgrade my seat and found out that my flight wasn’t direct after all, that it contained a stop in San Diego on the way to Seattle. I carefully checked the Alaska site before I booked my flight and I didn’t see any evidence that this flight contained a stop.

    According to the agent, the information about the stop was on the page that I was looking at, but it was hidden from plain view and you had to know where to look for it. The agent also informed me that the info was on my printed ticket and when I looked, there it was.

    I was really choked. There was no way I would have booked that flight had I known there was a stop there and I felt deceived. I tried to change my ticket but there were no flights available and it was obvious I was stuck.

    I asked to speak to a supervisor (I believe her name was Geri) I told her what was going on and in an attempt to smooth things over, she upgraded my seat to a bulkhead row, but I still didn’t get what I paid for.

    Also, the supervisor’s information contradicted the agent’s information. The agent told me I’d have to get off my flight in San Diego, go through customs, then reboard the flight. The supervisor said that the agent was incorrect, that the flight would stop to pick up passengers in San Diego, then continue on. As it turns out, both of them were wrong.

    Here’s what happened. The flight stopped in San Diego. We had to disembark and go through customs, claim our baggage, then recheck it in the same terminal.

    Then we had to leave terminal two and walk all the way over to terminal one, walk all the way through the airport, go through security all over again (during which time I nearly lost my iphone in the confusion), and enter a new waiting area to reboard our flight, which, coincidentally, had the same flight number as the aircraft we had just left, but was a different jet in a different airport.

    To be fair, the flight crew on all flights were very professional and the flights were good, but I resent the way I treated. In my opinion, this was misrepresentation and deceit.

    There are two things that I want in compensation. One is to make it clear on your site when a flight is direct – or not. No hidden information.

    Secondly, I want compensation in the form of a voucher for another trip.

    Yours truly,

    Nathan Segal

    Now, we’ll see what happens. I’ll let you know in another post.

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