We had a layover in Seattle on November 29th. Once we got there our second flight was canceled after waiting 2 hours for the delayed flight. The customer service line was extremely long. After about an hour in line I finally reached a customer service agent to help me get my flight changed. By that time there were no available seats on any flights that day, but I had been trying to change my flight while in line and I got a confirmation for a 9pm flight. When I stated that to the rep, she said they had double booked the seat that I was assigned to, but that she will get my on the flight since the other person had not checked in yet. She printed my ticket and handed it to me. After that I asked if there would be any compensation as we were supposed to be home by 12pm and now we had to wait until 9pm for potentially another delayed or canceled flight and this has already been hard on my family. The rep provided no help whatsoever and explained not-so-nicely that because this was not Alaska’s fault, they are not responsible for providing compensation. This made me wonder, what would be considered “their fault”, or is this some fine print that they can get out of any compensation. By this time it had stopped snowing for a couple hours and everything was melted. I couldn’t understand why all other flight carriers were taking off and landing just fine, yet Alaska had to cancel our flight completely. I understood the delay in the de-icing. I asked why it is our fault that Alaska doesn’t have this figured out. Even on the Alaska’s website it stated that they had flights prepared for the upcoming weather and that they had it all figured out. The rep started to get frustrated with me and started getting snarky. She stated that “if we give you compensation, we had to give everyone in this line compensation”. To which I replied “you should”. She continued to ramble about this weather is causing delays and I told her to look outside and I said “what weather?” Again in hadn’t been snowing and I was irritated that this was the excuse when everything was melted and it wasn’t snowing. She yelled at me and stated “Give me back your tickets”. So she was threatening to take my tickets away for the only available flight out for the rest of the day?! I was appalled! I stated “no” you cannot take my tickets. She started getting irate and stated she has been working here for 15 years and that she is working overtime and she shouldn’t even be here, that she should be home. I couldn’t believe she was escalating things as a customer service rep of 15 years, when she should be helping me out. I stated I should be home by now too! I really felt like I was calm throughout the whole conversation and yet she continued to escalate the conversation. At the end of the interaction I stated that “You will be losing a customer, not that you care”. And she said extremely snarky “No, I don’t think we will”. I said “Excuse me, you don’t think you will what?” She reiterated, “I don’t think we will be losing a customer”. What type of rude customer service representative did I just encounter? Is it my problem that she is overworked? I felt attacked and vulnerable as she tried to take away my only way of getting my family home. I asked for her name and she would not provide me her last name. As I was leaving she yelled that she would be “notating my account”, again threatening me as much as she could.
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