Alaska Really Does Listen!

  

 You may have read previously about the disappointing experiences we've had over the last year flying with my wheelchair. After our last flight, in February, my husband was motivated to write a letter to Alaska Listens. We waited to hear back, not sure what to expect. 

 Two weeks later, we received a phone call from the disability advocate from Alaska.  He was very friendly and kind on the phone, apologizing profusely for the experiences we'd had, and making sure to get all the details straight on our most recent incident. We spoke for more than 20 minutes and ended the conversation feeling heard and encouraged. He promised to email us with more details in the next week or so, and he followed through. 

 A few of the things that were most meaningful in his email were:

"I am truly sorry to hear about the challenges you have faced with the storage of your wife's wheelchair during your travels with us. It is disheartening to learn that you have experienced multiple instances of damaged and lost wheelchairs over the past year. I understand how frustrating and upsetting this must have been for you and Christy. Please accept my sincere apologies for the inconvenience and distress this has caused."

"Your feedback is invaluable, and I assure you that we are reviewing our procedures to ensure better service and understanding for our passengers with disabilities."

"I want to assure you that coaching has occurred with our staff in Miami, and next week, based on your experience, we will be sending out a communication to all airport staff and flight attendants about wheelchair stowage and proper movement of guests by our employees to the aircraft door. "

"We assure you that we have shared your concerns so we can continue to improve and take better care of you next time."

 You might be tempted to think that all this was just boiler plate customer service and nothing will really change, but I'm here to tell you that's not the truth! Today (March 19th, 2025), we flew from Las Vegas to Seattle on Alaska Airlines. This was a completely different airport than the one they promised to educate, but I can assure you, things had changed! Right from the time we checked in with the gate agent (who was the best gate agent I've ever worked with by the way.  If you're ever at the Alaska gates in Las Vegas hopefully you'll get Paul as your gate agent!), he put us on the list to be escorted down the jet bridge, something I can't remember them doing before. A kind, and careful agent rolled me in my chair down to the plane.  At the door to the plane  we were met by cheerful flight attendants who made us feel welcome and were more than happy to stow my chair in the wheelchair closet .  In all my time flying, especially since I've been using a wheelchair, I've never had a more positive experience! 

 Now if they could only get some gluten free snacks onboard... but that's a battle for another day 😂

Here's the Thing: It turns out Alaska Airlines really does listen! It also shows that it pays to speak up when things aren't right. Thank you so much to my amazing husband for going to bat for me on this, and many other issues. I love you sweetheart!