{"id":"alaska-airlines","page":"https://escalate.alexgaoth.com/#/c/alaska-airlines","html":"https://escalate.alexgaoth.com/c/alaska-airlines/","generated":"2026-10-15","company":{"id":"alaska-airlines","name":"Alaska Airlines","aliases":["alaska air","alaskaair.com","hawaiian airlines","hawaiian air","hawaiianairlines.com"],"sector":"airline","parent":"Alaska Air Group","website":"https://www.alaskaair.com","account_url":"https://www.alaskaair.com/trips","regulators":["us-dot"],"channels":[{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"},{"id":"hawaiian-feedback-form","type":"web_form","label":"Hawaiian Airlines Give feedback","value":"https://www.hawaiianairlines.com/content/ha/about-us/feedback","purposes":["poor_service","flight_cancellation","flight_delay"],"notes":"For trips on the Hawaiian Airlines brand.","source":"https://www.hawaiianairlines.com/contact-us","last_verified":"2026-10-12"},{"id":"baggage-phone","type":"phone","label":"Alaska Central Baggage (toll free within the U.S. and Canada)","value":"+1-877-815-8253","purposes":["delayed_baggage","lost_baggage","damaged_baggage","accessibility"],"notes":"The Contract of Carriage names this number in Rule 15 for reporting a lost or damaged wheelchair or assistive device after leaving the airport.","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-center"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund Alaska owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Refuse the rebooking and any voucher if you want money back; Alaska then refunds to the original form of payment.","evidence":["confirmation code","ticket number","original and new itinerary","cancellation or schedule-change notice"],"steps":[{"do":"Decide before accepting anything. Accepting the rebooked flight or a voucher removes the refund right under Rule 8."},{"do":"Ask for a refund of the affected segments to the original form of payment through the help center or trip page.","channel":"help-center"},{"do":"If the cancellation was within Alaska's control, ask for a meal (3+ hours) and, if overnight 100+ miles from home, a hotel and ground transportation."},{"do":"If the refund is refused or late, send a written complaint, then file with the U.S. DOT.","channel":"customer-care-form"},{"do":"Dispute the charge with the card issuer if the refund is still not paid."}],"facts":[{"kind":"policy","claim":"Contract of Carriage Rule 8.B.b says that for a cancellation or significantly delayed or changed flight, Alaska refunds the affected segments to the original form of payment if you decide not to fly, do not accept rebooking (or none is offered), and do not accept a voucher.","issues":["flight_cancellation","flight_delay"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage defines a significantly delayed or changed flight to include a departure or arrival three or more hours earlier or later than originally scheduled, a different airport, a downgrade, or more connection points.","issues":["flight_cancellation","flight_delay"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Rule 17 says Alaska issues refunds for eligible tickets within seven (7) business days for credit card purchases and twenty (20) business days for cash, check or other forms of payment. No refunds for tickets presented later than one year from the date of issuance.","issues":["flight_cancellation","refund_request"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"For a delay caused by Alaska, ask for a meal after 3 hours and a hotel if stranded overnight 100+ miles from home.","evidence":["confirmation code","scheduled and actual times","cause given by Alaska","hotel and transport receipts"],"steps":[{"do":"Ask an agent for the meal (delay over 3 hours) and, for an overnight delay within Alaska's control, a hotel voucher and ground transportation."},{"do":"If no voucher hotel is available, book a reasonable hotel, keep receipts and claim reimbursement in writing.","channel":"customer-care-form"},{"do":"Note that accepting a travel credit instead waives these amenities."}],"facts":[{"kind":"compensation","claim":"Contract of Carriage Rule 8.E says that for an overnight stay at an airport 100 or more miles from home because of a cancellation or delay within Alaska's control, Alaska provides a hotel voucher with round-trip ground transportation, or reimburses reasonable hotel and ground transportation costs if no voucher hotels are available.","issues":["flight_delay","flight_cancellation"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Rule 8.E.b says Alaska will offer a reasonable meal to each ticketed guest at the airport if a delay caused by Alaska will extend beyond three (3) hours. Rule 8.E.d lets Alaska offer a travel credit instead, and accepting it waives the other amenities.","issues":["flight_delay","flight_cancellation"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"Report the missing bag within 24 hours, then give written notice and proof within 45 days.","evidence":["bag tag","Mishandled Baggage Report number","receipts for essentials"],"steps":[{"do":"Report the bag in person to an Alaska representative at the airport, or in writing, within 24 hours. Get the report number."},{"do":"Call Central Baggage for status.","channel":"baggage-phone"},{"do":"Send written notice and proof of loss (receipts for essentials) within 45 days.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage Rule 15.Q says that for travel within the U.S.A., loss of, damage to or delay of baggage must be reported in person or in writing to an Alaska representative within twenty-four (24) hours.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Rule 15.R.b says that for domestic carriage, notice and proof of loss must be presented in writing to an office of Alaska within forty-five (45) days, and legal action must be started within two years.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"Rule 17.C.b refunds bag fees for a lost bag or a bag not returned within 12 hours (domestic) or 15/30 hours (international) after you could deplane, provided you file a Mishandled Baggage Report.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Keep the report open, send written proof of loss within 45 days, and ask for the bag fee back.","evidence":["bag tag","report number","contents list with values","receipts or photos"],"steps":[{"do":"Make sure the bag was reported within 24 hours and you have the report number."},{"do":"Send the written claim with contents, values and proof within 45 days.","channel":"customer-care-form"},{"do":"Ask for the checked bag fee refund."}],"facts":[{"kind":"limit","claim":"Rule 15 limits Alaska's liability for loss, damage or delay of baggage to USD $4,700.00 per ticketed passenger on domestic travel. Passengers may declare a higher value up to USD $5,000.00 for a charge of USD $1.00 per USD $100.00.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage within 24 hours and send written proof within 45 days.","evidence":["photos of the damage","bag tag","report number","repair estimate"],"steps":[{"do":"Show the damage to an Alaska representative at the airport, or report it in writing within 24 hours."},{"do":"Send the written claim with photos and a repair estimate within 45 days.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"For a lost or damaged wheelchair or assistive device, Rule 15 requires a written report within 24 hours of arrival. On travel to or from Canada, a passenger who cannot report in time may contact Alaska Central Baggage within seven calendar days.","issues":["damaged_baggage","accessibility"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"If bumped involuntarily, ask for the written notice and compensation under Rule 8.","evidence":["boarding pass","written denied-boarding notice","arrival time of the new flight"],"steps":[{"do":"Ask the gate agent for the written statement of denied boarding compensation."},{"do":"If not paid, send a written complaint, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"For domestic travel, Rule 8 gives no compensation if the alternate flight arrives within 1 hour of the original arrival, 200% of the one-way fare (no more than $1,075) for an arrival delay of 1 to 2 hours, and 400% of the one-way fare (no more than $2,150) for an arrival delay over 2 hours.","issues":["denied_boarding"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"ancillary_fee_refund","summary":"A downgrade earns back the upgrade fee or fare difference; a lost or significantly delayed bag earns back the bag fee.","evidence":["receipt for the fee","boarding pass showing the downgrade","Mishandled Baggage Report number"],"steps":[{"do":"For a downgrade, ask for the upgrade fee or the fare difference to Main Cabin.","channel":"customer-care-form"},{"do":"For a late or lost bag, file a Mishandled Baggage Report and ask for the bag fee refund."}],"facts":[{"kind":"policy","claim":"Rule 17.C.a says that if you are downgraded, Alaska refunds the upgrade fee; if you paid for first class and travel in a lower class, Alaska refunds the difference to the applicable Main Cabin fare.","issues":["ancillary_fee_refund"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"travel_credit","summary":"An Alaska credit is valid one year from issue; ask for a refund instead if the credit came from an Alaska cancellation or significant change.","evidence":["credit number","original ticket","cancellation notice"],"steps":[{"do":"If the credit replaced a refund you were owed under Rule 8, ask for a refund to the original form of payment.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"The Contract of Carriage defines a Credit as valid for one (1) year from the date of issuance; it must be used for travel booked and flown within that year.","issues":["travel_credit"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"The Contract of Carriage (revised August 25, 2026) covers carriage by both Alaska Airlines, Inc. and Hawaiian Airlines, Inc., which it refers to collectively as \"Alaska\".","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"known_blockers":["The main alaskaair.com and hawaiianairlines.com help and policy pages are rendered by script; phone numbers and form links did not load for this research.","No general reservations phone number was confirmed from an official page."],"notes":"Alaska Air Group owns both Alaska Airlines and Hawaiian Airlines. The two received a single FAA operating certificate on October 29, 2025 (news.alaskaair.com), and Hawaiian moved to Alaska's Sabre passenger service system on April 22, 2026, with one record locator for both brands. Both brands remain, with bookings on alaskaair.com and hawaiianairlines.com, one Contract of Carriage and one Customer Service Commitment, and the loyalty program Atmos Rewards. This file covers Hawaiian Airlines.","official_domains":["alaskaair.com","hawaiianairlines.com"],"security":{"never_asks":[{"kind":"policy","claim":"In a December 2020 newsroom post about scams, Alaska Airlines says it never asks guests for personal information such as password credentials.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scam websites pay search engines to appear at the top of results, use Alaska's logo and pose as Alaska reservation agents, then ask callers for personal and payment information, charge inflated fees and may change the email on the account. Alaska says that unless the caller ID is 1 (800) 252-7522 or 1-800-ALASKAAIR, you are not speaking with an Alaska agent.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites and social media promotions pretending to be Alaska Airlines offer free roundtrip tickets. Alaska says red flags include a website that is not alaskaair.com, outdated branding and no official contest rules.","source":"https://news.alaskaair.com/alaska-airlines/scam-giveaway-2/","last_verified":"2026-10-12"}]}},"playbooks":{"flight_cancellation":{"company":{"id":"alaska-airlines","name":"Alaska Airlines","sector":"airline","website":"https://www.alaskaair.com","account_url":"https://www.alaskaair.com/trips"},"issue":{"id":"flight_cancellation","name":"Flight cancelled or significantly changed"},"playbook_source":"company","summary":"Refuse the rebooking and any voucher if you want money back; Alaska then refunds to the original form of payment.","evidence":["confirmation code","ticket number","original and new itinerary","cancellation or schedule-change notice"],"steps":[{"do":"Decide before accepting anything. Accepting the rebooked flight or a voucher removes the refund right under Rule 8."},{"do":"Ask for a refund of the affected segments to the original form of payment through the help center or trip page.","channel":{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"do":"If the cancellation was within Alaska's control, ask for a meal (3+ hours) and, if overnight 100+ miles from home, a hotel and ground transportation."},{"do":"If the refund is refused or late, send a written complaint, then file with the U.S. DOT.","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"do":"Dispute the charge with the card issuer if the refund is still not paid."}],"channels":[{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"},{"id":"hawaiian-feedback-form","type":"web_form","label":"Hawaiian Airlines Give feedback","value":"https://www.hawaiianairlines.com/content/ha/about-us/feedback","purposes":["poor_service","flight_cancellation","flight_delay"],"notes":"For trips on the Hawaiian Airlines brand.","source":"https://www.hawaiianairlines.com/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Contract of Carriage Rule 8.B.b says that for a cancellation or significantly delayed or changed flight, Alaska refunds the affected segments to the original form of payment if you decide not to fly, do not accept rebooking (or none is offered), and do not accept a voucher.","issues":["flight_cancellation","flight_delay"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage defines a significantly delayed or changed flight to include a departure or arrival three or more hours earlier or later than originally scheduled, a different airport, a downgrade, or more connection points.","issues":["flight_cancellation","flight_delay"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Rule 17 says Alaska issues refunds for eligible tickets within seven (7) business days for credit card purchases and twenty (20) business days for cash, check or other forms of payment. No refunds for tickets presented later than one year from the date of issuance.","issues":["flight_cancellation","refund_request"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage (revised August 25, 2026) covers carriage by both Alaska Airlines, Inc. and Hawaiian Airlines, Inc., which it refers to collectively as \"Alaska\".","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A \"cancelled flight\" is a covered flight that was published in the carrier's Computer Reservation System at the time of the ticket sale but not operated by the carrier.","issues":["flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until July 7, 2027, DOT will not enforce the cancellation refund and notice requirements when a flight is only given a different flight number, the passenger is rebooked on the renumbered flight, and that flight operates without a significant change or delay. If a renumbered flight is significantly changed or delayed, the refund requirements remain fully enforceable.","issues":["flight_cancellation"],"source":"https://www.federalregister.gov/documents/2026/07/07/2026-13675/airline-refunds-and-other-consumer-protections","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Alaska owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The main alaskaair.com and hawaiianairlines.com help and policy pages are rendered by script; phone numbers and form links did not load for this research.","No general reservations phone number was confirmed from an official page."],"security":{"official_domains":["alaskaair.com","hawaiianairlines.com"],"never_asks":[{"kind":"policy","claim":"In a December 2020 newsroom post about scams, Alaska Airlines says it never asks guests for personal information such as password credentials.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scam websites pay search engines to appear at the top of results, use Alaska's logo and pose as Alaska reservation agents, then ask callers for personal and payment information, charge inflated fees and may change the email on the account. Alaska says that unless the caller ID is 1 (800) 252-7522 or 1-800-ALASKAAIR, you are not speaking with an Alaska agent.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites and social media promotions pretending to be Alaska Airlines offer free roundtrip tickets. Alaska says red flags include a website that is not alaskaair.com, outdated branding and no official contest rules.","source":"https://news.alaskaair.com/alaska-airlines/scam-giveaway-2/","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.974,"sources":{"primary":38,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Alaska Air Group owns both Alaska Airlines and Hawaiian Airlines. The two received a single FAA operating certificate on October 29, 2025 (news.alaskaair.com), and Hawaiian moved to Alaska's Sabre passenger service system on April 22, 2026, with one record locator for both brands. Both brands remain, with bookings on alaskaair.com and hawaiianairlines.com, one Contract of Carriage and one Customer Service Commitment, and the loyalty program Atmos Rewards. This file covers Hawaiian Airlines.","warnings":[]},"flight_delay":{"company":{"id":"alaska-airlines","name":"Alaska Airlines","sector":"airline","website":"https://www.alaskaair.com","account_url":"https://www.alaskaair.com/trips"},"issue":{"id":"flight_delay","name":"Long delay"},"playbook_source":"company","summary":"For a delay caused by Alaska, ask for a meal after 3 hours and a hotel if stranded overnight 100+ miles from home.","evidence":["confirmation code","scheduled and actual times","cause given by Alaska","hotel and transport receipts"],"steps":[{"do":"Ask an agent for the meal (delay over 3 hours) and, for an overnight delay within Alaska's control, a hotel voucher and ground transportation."},{"do":"If no voucher hotel is available, book a reasonable hotel, keep receipts and claim reimbursement in writing.","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"do":"Note that accepting a travel credit instead waives these amenities."}],"channels":[{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"},{"id":"hawaiian-feedback-form","type":"web_form","label":"Hawaiian Airlines Give feedback","value":"https://www.hawaiianairlines.com/content/ha/about-us/feedback","purposes":["poor_service","flight_cancellation","flight_delay"],"notes":"For trips on the Hawaiian Airlines brand.","source":"https://www.hawaiianairlines.com/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Contract of Carriage Rule 8.E says that for an overnight stay at an airport 100 or more miles from home because of a cancellation or delay within Alaska's control, Alaska provides a hotel voucher with round-trip ground transportation, or reimburses reasonable hotel and ground transportation costs if no voucher hotels are available.","issues":["flight_delay","flight_cancellation"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Rule 8.E.b says Alaska will offer a reasonable meal to each ticketed guest at the airport if a delay caused by Alaska will extend beyond three (3) hours. Rule 8.E.d lets Alaska offer a travel credit instead, and accepting it waives the other amenities.","issues":["flight_delay","flight_cancellation"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage (revised August 25, 2026) covers carriage by both Alaska Airlines, Inc. and Hawaiian Airlines, Inc., which it refers to collectively as \"Alaska\".","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"}]},{"id":"dot-tarmac-delay","title":"DOT tarmac delay limits","citation":"14 CFR 259.4 (86 FR 23270, May 3, 2021)","jurisdiction":"us-federal","status":"in_effect","summary":"At a U.S. airport, passengers stuck on a plane on the ground must be given the chance to get off before the tarmac delay exceeds three hours (domestic flights) or four hours (international flights), unless a safety, security or air traffic control exception applies. Food and water are due within two hours, and working lavatories and medical attention must be available.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"For domestic flights, each covered U.S. carrier must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds three hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"limit","claim":"For international flights, each covered carrier (U.S. or foreign) must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds four hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The limits do not apply if a departing flight begins returning to a suitable disembarkation point within the time limit, if the pilot-in-command determines that deplaning would jeopardize passenger safety or security, or if air traffic control advises that returning to deplane would significantly disrupt airport operations.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"deadline","claim":"During a tarmac delay, the carrier must provide adequate food and potable water no later than two hours after the start of the tarmac delay, unless the pilot-in-command determines that safety or security considerations preclude it. It must also ensure operable lavatories and adequate medical attention if needed.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"process","claim":"The carrier must tell passengers the status of the delay when the tarmac delay exceeds 30 minutes, and must tell them in time whenever there is an opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"A tarmac delay is the period when an aircraft is on the ground with passengers and the passengers have no opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.3","last_verified":"2026-10-12"},{"kind":"process","claim":"The operating carrier must file a report with DOT's Office of Aviation Consumer Protection within 30 days of any tarmac delay that exceeds three hours (domestic) or four hours (international). Failure to follow the contingency plan is an unfair and deceptive practice subject to DOT enforcement.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"limit","claim":"The liability limit for damage caused by delay of passengers (Article 22, paragraph 1) is 6,303 SDR, effective as of 28 December 2024.","issues":["flight_delay"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Alaska owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The main alaskaair.com and hawaiianairlines.com help and policy pages are rendered by script; phone numbers and form links did not load for this research.","No general reservations phone number was confirmed from an official page."],"security":{"official_domains":["alaskaair.com","hawaiianairlines.com"],"never_asks":[{"kind":"policy","claim":"In a December 2020 newsroom post about scams, Alaska Airlines says it never asks guests for personal information such as password credentials.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scam websites pay search engines to appear at the top of results, use Alaska's logo and pose as Alaska reservation agents, then ask callers for personal and payment information, charge inflated fees and may change the email on the account. Alaska says that unless the caller ID is 1 (800) 252-7522 or 1-800-ALASKAAIR, you are not speaking with an Alaska agent.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites and social media promotions pretending to be Alaska Airlines offer free roundtrip tickets. Alaska says red flags include a website that is not alaskaair.com, outdated branding and no official contest rules.","source":"https://news.alaskaair.com/alaska-airlines/scam-giveaway-2/","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.974,"sources":{"primary":38,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Alaska Air Group owns both Alaska Airlines and Hawaiian Airlines. The two received a single FAA operating certificate on October 29, 2025 (news.alaskaair.com), and Hawaiian moved to Alaska's Sabre passenger service system on April 22, 2026, with one record locator for both brands. Both brands remain, with bookings on alaskaair.com and hawaiianairlines.com, one Contract of Carriage and one Customer Service Commitment, and the loyalty program Atmos Rewards. This file covers Hawaiian Airlines.","warnings":[]},"delayed_baggage":{"company":{"id":"alaska-airlines","name":"Alaska Airlines","sector":"airline","website":"https://www.alaskaair.com","account_url":"https://www.alaskaair.com/trips"},"issue":{"id":"delayed_baggage","name":"Delayed bag"},"playbook_source":"company","summary":"Report the missing bag within 24 hours, then give written notice and proof within 45 days.","evidence":["bag tag","Mishandled Baggage Report number","receipts for essentials"],"steps":[{"do":"Report the bag in person to an Alaska representative at the airport, or in writing, within 24 hours. Get the report number."},{"do":"Call Central Baggage for status.","channel":{"id":"baggage-phone","type":"phone","label":"Alaska Central Baggage (toll free within the U.S. and Canada)","value":"+1-877-815-8253","purposes":["delayed_baggage","lost_baggage","damaged_baggage","accessibility"],"notes":"The Contract of Carriage names this number in Rule 15 for reporting a lost or damaged wheelchair or assistive device after leaving the airport.","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}},{"do":"Send written notice and proof of loss (receipts for essentials) within 45 days.","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"baggage-phone","type":"phone","label":"Alaska Central Baggage (toll free within the U.S. and Canada)","value":"+1-877-815-8253","purposes":["delayed_baggage","lost_baggage","damaged_baggage","accessibility"],"notes":"The Contract of Carriage names this number in Rule 15 for reporting a lost or damaged wheelchair or assistive device after leaving the airport.","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage Rule 15.Q says that for travel within the U.S.A., loss of, damage to or delay of baggage must be reported in person or in writing to an Alaska representative within twenty-four (24) hours.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Rule 15.R.b says that for domestic carriage, notice and proof of loss must be presented in writing to an office of Alaska within forty-five (45) days, and legal action must be started within two years.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"Rule 17.C.b refunds bag fees for a lost bag or a bag not returned within 12 hours (domestic) or 15/30 hours (international) after you could deplane, provided you file a Mishandled Baggage Report.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage (revised August 25, 2026) covers carriage by both Alaska Airlines, Inc. and Hawaiian Airlines, Inc., which it refers to collectively as \"Alaska\".","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"deadline","claim":"A delayed checked wheelchair or assistive device must be delivered within 24 hours of the passenger's arrival for domestic flights, and within 30 hours of arrival for long international flights (more than 12 hours).","issues":["accessibility","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"deadline","claim":"A checked bag is \"significantly delayed\" if it is not delivered or picked up within 12 hours of the last flight segment's arrival for domestic itineraries; within 15 hours for international itineraries whose non-stop segment to or from the U.S. is 12 hours or less; or within 30 hours when that segment is more than 12 hours. The 15- and 30-hour standards also apply to domestic segments of international itineraries.","issues":["delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For delay, the complaint must be made at the latest within twenty-one days from the date on which the baggage was placed at the passenger's disposal (Article 31(2)).","issues":["delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Alaska owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The main alaskaair.com and hawaiianairlines.com help and policy pages are rendered by script; phone numbers and form links did not load for this research.","No general reservations phone number was confirmed from an official page."],"security":{"official_domains":["alaskaair.com","hawaiianairlines.com"],"never_asks":[{"kind":"policy","claim":"In a December 2020 newsroom post about scams, Alaska Airlines says it never asks guests for personal information such as password credentials.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scam websites pay search engines to appear at the top of results, use Alaska's logo and pose as Alaska reservation agents, then ask callers for personal and payment information, charge inflated fees and may change the email on the account. Alaska says that unless the caller ID is 1 (800) 252-7522 or 1-800-ALASKAAIR, you are not speaking with an Alaska agent.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites and social media promotions pretending to be Alaska Airlines offer free roundtrip tickets. Alaska says red flags include a website that is not alaskaair.com, outdated branding and no official contest rules.","source":"https://news.alaskaair.com/alaska-airlines/scam-giveaway-2/","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.974,"sources":{"primary":38,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Alaska Air Group owns both Alaska Airlines and Hawaiian Airlines. The two received a single FAA operating certificate on October 29, 2025 (news.alaskaair.com), and Hawaiian moved to Alaska's Sabre passenger service system on April 22, 2026, with one record locator for both brands. Both brands remain, with bookings on alaskaair.com and hawaiianairlines.com, one Contract of Carriage and one Customer Service Commitment, and the loyalty program Atmos Rewards. This file covers Hawaiian Airlines.","warnings":[]},"lost_baggage":{"company":{"id":"alaska-airlines","name":"Alaska Airlines","sector":"airline","website":"https://www.alaskaair.com","account_url":"https://www.alaskaair.com/trips"},"issue":{"id":"lost_baggage","name":"Lost bag"},"playbook_source":"company","summary":"Keep the report open, send written proof of loss within 45 days, and ask for the bag fee back.","evidence":["bag tag","report number","contents list with values","receipts or photos"],"steps":[{"do":"Make sure the bag was reported within 24 hours and you have the report number."},{"do":"Send the written claim with contents, values and proof within 45 days.","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"do":"Ask for the checked bag fee refund."}],"channels":[{"id":"baggage-phone","type":"phone","label":"Alaska Central Baggage (toll free within the U.S. and Canada)","value":"+1-877-815-8253","purposes":["delayed_baggage","lost_baggage","damaged_baggage","accessibility"],"notes":"The Contract of Carriage names this number in Rule 15 for reporting a lost or damaged wheelchair or assistive device after leaving the airport.","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"Rule 15 limits Alaska's liability for loss, damage or delay of baggage to USD $4,700.00 per ticketed passenger on domestic travel. Passengers may declare a higher value up to USD $5,000.00 for a charge of USD $1.00 per USD $100.00.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage (revised August 25, 2026) covers carriage by both Alaska Airlines, Inc. and Hawaiian Airlines, Inc., which it refers to collectively as \"Alaska\".","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":10,"points":[{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the carrier admits the loss of checked baggage, or the bag has not arrived 21 days after the date it ought to have arrived, the passenger may enforce the rights that flow from the contract of carriage (Article 17(3)).","issues":["lost_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Alaska owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The main alaskaair.com and hawaiianairlines.com help and policy pages are rendered by script; phone numbers and form links did not load for this research.","No general reservations phone number was confirmed from an official page."],"security":{"official_domains":["alaskaair.com","hawaiianairlines.com"],"never_asks":[{"kind":"policy","claim":"In a December 2020 newsroom post about scams, Alaska Airlines says it never asks guests for personal information such as password credentials.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scam websites pay search engines to appear at the top of results, use Alaska's logo and pose as Alaska reservation agents, then ask callers for personal and payment information, charge inflated fees and may change the email on the account. Alaska says that unless the caller ID is 1 (800) 252-7522 or 1-800-ALASKAAIR, you are not speaking with an Alaska agent.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites and social media promotions pretending to be Alaska Airlines offer free roundtrip tickets. Alaska says red flags include a website that is not alaskaair.com, outdated branding and no official contest rules.","source":"https://news.alaskaair.com/alaska-airlines/scam-giveaway-2/","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.974,"sources":{"primary":38,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Alaska Air Group owns both Alaska Airlines and Hawaiian Airlines. The two received a single FAA operating certificate on October 29, 2025 (news.alaskaair.com), and Hawaiian moved to Alaska's Sabre passenger service system on April 22, 2026, with one record locator for both brands. Both brands remain, with bookings on alaskaair.com and hawaiianairlines.com, one Contract of Carriage and one Customer Service Commitment, and the loyalty program Atmos Rewards. This file covers Hawaiian Airlines.","warnings":[]},"damaged_baggage":{"company":{"id":"alaska-airlines","name":"Alaska Airlines","sector":"airline","website":"https://www.alaskaair.com","account_url":"https://www.alaskaair.com/trips"},"issue":{"id":"damaged_baggage","name":"Damaged bag"},"playbook_source":"company","summary":"Report damage within 24 hours and send written proof within 45 days.","evidence":["photos of the damage","bag tag","report number","repair estimate"],"steps":[{"do":"Show the damage to an Alaska representative at the airport, or report it in writing within 24 hours."},{"do":"Send the written claim with photos and a repair estimate within 45 days.","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"baggage-phone","type":"phone","label":"Alaska Central Baggage (toll free within the U.S. and Canada)","value":"+1-877-815-8253","purposes":["delayed_baggage","lost_baggage","damaged_baggage","accessibility"],"notes":"The Contract of Carriage names this number in Rule 15 for reporting a lost or damaged wheelchair or assistive device after leaving the airport.","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"For a lost or damaged wheelchair or assistive device, Rule 15 requires a written report within 24 hours of arrival. On travel to or from Canada, a passenger who cannot report in time may contact Alaska Central Baggage within seven calendar days.","issues":["damaged_baggage","accessibility"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage (revised August 25, 2026) covers carriage by both Alaska Airlines, Inc. and Hawaiian Airlines, Inc., which it refers to collectively as \"Alaska\".","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For damage to checked baggage, the passenger must complain to the carrier forthwith after discovering the damage and at the latest within seven days from the date of receipt (Article 31(2)).","issues":["damaged_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under U.S. disability rules, Montreal Convention liability limits apply to mishandled wheelchairs and other assistive devices on international flights.","issues":["accessibility","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Alaska owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The main alaskaair.com and hawaiianairlines.com help and policy pages are rendered by script; phone numbers and form links did not load for this research.","No general reservations phone number was confirmed from an official page."],"security":{"official_domains":["alaskaair.com","hawaiianairlines.com"],"never_asks":[{"kind":"policy","claim":"In a December 2020 newsroom post about scams, Alaska Airlines says it never asks guests for personal information such as password credentials.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scam websites pay search engines to appear at the top of results, use Alaska's logo and pose as Alaska reservation agents, then ask callers for personal and payment information, charge inflated fees and may change the email on the account. Alaska says that unless the caller ID is 1 (800) 252-7522 or 1-800-ALASKAAIR, you are not speaking with an Alaska agent.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites and social media promotions pretending to be Alaska Airlines offer free roundtrip tickets. Alaska says red flags include a website that is not alaskaair.com, outdated branding and no official contest rules.","source":"https://news.alaskaair.com/alaska-airlines/scam-giveaway-2/","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.974,"sources":{"primary":38,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Alaska Air Group owns both Alaska Airlines and Hawaiian Airlines. The two received a single FAA operating certificate on October 29, 2025 (news.alaskaair.com), and Hawaiian moved to Alaska's Sabre passenger service system on April 22, 2026, with one record locator for both brands. Both brands remain, with bookings on alaskaair.com and hawaiianairlines.com, one Contract of Carriage and one Customer Service Commitment, and the loyalty program Atmos Rewards. This file covers Hawaiian Airlines.","warnings":[]},"denied_boarding":{"company":{"id":"alaska-airlines","name":"Alaska Airlines","sector":"airline","website":"https://www.alaskaair.com","account_url":"https://www.alaskaair.com/trips"},"issue":{"id":"denied_boarding","name":"Bumped or denied boarding"},"playbook_source":"company","summary":"If bumped involuntarily, ask for the written notice and compensation under Rule 8.","evidence":["boarding pass","written denied-boarding notice","arrival time of the new flight"],"steps":[{"do":"Ask the gate agent for the written statement of denied boarding compensation."},{"do":"If not paid, send a written complaint, then file with the U.S. DOT.","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"For domestic travel, Rule 8 gives no compensation if the alternate flight arrives within 1 hour of the original arrival, 200% of the one-way fare (no more than $1,075) for an arrival delay of 1 to 2 hours, and 400% of the one-way fare (no more than $2,150) for an arrival delay over 2 hours.","issues":["denied_boarding"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage (revised August 25, 2026) covers carriage by both Alaska Airlines, Inc. and Hawaiian Airlines, Inc., which it refers to collectively as \"Alaska\".","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-denied-boarding","title":"DOT oversales and denied boarding compensation","citation":"14 CFR part 250 (limits revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"When an airline involuntarily bumps a passenger with a confirmed reservation from an oversold flight that departs from a U.S. airport, it must pay compensation in cash or check on the spot: 200% of the one-way fare up to $1,075, or 400% up to $2,150, depending on how late the passenger arrives on the alternate transportation. It must also give a written statement of these rights.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Part 250 applies to scheduled flight segments using an aircraft with a designed capacity of 30 or more passenger seats, in interstate transportation and on nonstop foreign segments that originate at a point within the United States.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.2","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Domestic: no compensation is required if alternate transportation is planned to arrive within one hour of the original arrival time. If it arrives more than one hour but less than two hours late, compensation is at least 200 percent of the fare to the destination or first stopover, or $1,075, whichever is lower. If the carrier does not offer alternate transportation planned to arrive less than two hours late, compensation is at least 400 percent of that fare, or $2,150, whichever is lower.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"compensation","claim":"International flights from a U.S. airport: no compensation if the alternate transportation arrives within one hour; 200 percent of the fare or $1,075, whichever is lower, if it arrives more than one hour but less than four hours late; 400 percent of the fare or $2,150, whichever is lower, if the carrier does not offer alternate transportation planned to arrive less than four hours late.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The carrier must pay in cash or an immediately negotiable check on the day and at the place the denied boarding occurs. If the alternate transportation leaves before payment can be prepared, the carrier must send payment within 24 hours after the denied boarding.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.8","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier may offer free or reduced-rate travel instead of cash only if its value is at least the cash amount owed, and it must tell the passenger the cash amount, that the passenger may decline the travel offer and take cash, and all material restrictions before the passenger accepts.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund unused fees for optional services (for example a seat or bag fee) paid by a passenger who is voluntarily or involuntarily denied boarding, unless the service is provided on the alternate transportation.","issues":["denied_boarding","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"No compensation is owed if the passenger did not comply with the carrier's ticketing, check-in and reconfirmation rules; if a smaller aircraft was substituted for operational or safety reasons (or, on aircraft with 60 or fewer seats, weight or balance limits applied); if the passenger was seated in a different section at no extra charge; or if the carrier arranged transportation planned to arrive no later than one hour after the original planned arrival.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.6","last_verified":"2026-10-12"},{"kind":"process","claim":"Immediately after an involuntary denied boarding, the carrier must give the passenger a written statement that explains the boarding priority rules, the compensation amounts, and the passenger's right to decline compensation and pursue damages another way.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.9","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limits from $775 and $1,550 to $1,075 and $2,150 by a rule effective January 22, 2025, and did not enforce the new limits until March 20, 2025.","issues":["denied_boarding"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Alaska owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The main alaskaair.com and hawaiianairlines.com help and policy pages are rendered by script; phone numbers and form links did not load for this research.","No general reservations phone number was confirmed from an official page."],"security":{"official_domains":["alaskaair.com","hawaiianairlines.com"],"never_asks":[{"kind":"policy","claim":"In a December 2020 newsroom post about scams, Alaska Airlines says it never asks guests for personal information such as password credentials.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scam websites pay search engines to appear at the top of results, use Alaska's logo and pose as Alaska reservation agents, then ask callers for personal and payment information, charge inflated fees and may change the email on the account. Alaska says that unless the caller ID is 1 (800) 252-7522 or 1-800-ALASKAAIR, you are not speaking with an Alaska agent.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites and social media promotions pretending to be Alaska Airlines offer free roundtrip tickets. Alaska says red flags include a website that is not alaskaair.com, outdated branding and no official contest rules.","source":"https://news.alaskaair.com/alaska-airlines/scam-giveaway-2/","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.974,"sources":{"primary":38,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Alaska Air Group owns both Alaska Airlines and Hawaiian Airlines. The two received a single FAA operating certificate on October 29, 2025 (news.alaskaair.com), and Hawaiian moved to Alaska's Sabre passenger service system on April 22, 2026, with one record locator for both brands. Both brands remain, with bookings on alaskaair.com and hawaiianairlines.com, one Contract of Carriage and one Customer Service Commitment, and the loyalty program Atmos Rewards. This file covers Hawaiian Airlines.","warnings":[]},"ancillary_fee_refund":{"company":{"id":"alaska-airlines","name":"Alaska Airlines","sector":"airline","website":"https://www.alaskaair.com","account_url":"https://www.alaskaair.com/trips"},"issue":{"id":"ancillary_fee_refund","name":"Paid extra and did not get it"},"playbook_source":"company","summary":"A downgrade earns back the upgrade fee or fare difference; a lost or significantly delayed bag earns back the bag fee.","evidence":["receipt for the fee","boarding pass showing the downgrade","Mishandled Baggage Report number"],"steps":[{"do":"For a downgrade, ask for the upgrade fee or the fare difference to Main Cabin.","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"do":"For a late or lost bag, file a Mishandled Baggage Report and ask for the bag fee refund."}],"channels":[{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Rule 17.C.a says that if you are downgraded, Alaska refunds the upgrade fee; if you paid for first class and travel in a lower class, Alaska refunds the difference to the applicable Main Cabin fare.","issues":["ancillary_fee_refund"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage (revised August 25, 2026) covers carriage by both Alaska Airlines, Inc. and Hawaiian Airlines, Inc., which it refers to collectively as \"Alaska\".","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must give a prompt and automatic refund of any ancillary service fee (for example Wi-Fi or a seat) when the service was not provided through no fault of the consumer. If the service failed for only some passengers, the obligation starts when the affected passenger notifies the carrier and the carrier confirms it.","issues":["ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.4","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-ancillary-fee-disclosure","title":"DOT 2024 airline ancillary fee transparency rule (vacated)","citation":"89 FR 34620 (April 30, 2024), \"Enhancing Transparency of Airline Ancillary Service Fees\"; current rules at 14 CFR 399.84 and 399.85","jurisdiction":"us-federal","status":"vacated","summary":"DOT's 2024 rule requiring airlines and ticket agents to show passenger-specific bag and change or cancellation fees before purchase never took effect. The Fifth Circuit stayed it in July 2024 and, sitting en banc, vacated it on February 3, 2026. Do not cite it. Effective July 2, 2026, DOT restored the older 2011 baggage fee disclosure rules in 14 CFR 399.85, which remain in force.","source":"https://www.federalregister.gov/documents/2026/07/02/2026-13450/increasing-flexibility-on-disclosure-of-airline-ancillary-fees","last_verified":"2026-10-12","status_note":"Vacated. A Fifth Circuit panel stayed the 2024 rule on July 29, 2024 (110 F.4th 672); the en banc Fifth Circuit vacated it on February 3, 2026 (166 F.4th 487). DOT's final rule of July 2, 2026 (91 FR 40368, effective July 2, 2026, issued without notice and comment) removed the 2024 text and restored the 2011 standards in 14 CFR 399.84 and 399.85. The restored 399.85 baggage and optional-fee disclosures are in force.","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Alaska owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The main alaskaair.com and hawaiianairlines.com help and policy pages are rendered by script; phone numbers and form links did not load for this research.","No general reservations phone number was confirmed from an official page."],"security":{"official_domains":["alaskaair.com","hawaiianairlines.com"],"never_asks":[{"kind":"policy","claim":"In a December 2020 newsroom post about scams, Alaska Airlines says it never asks guests for personal information such as password credentials.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scam websites pay search engines to appear at the top of results, use Alaska's logo and pose as Alaska reservation agents, then ask callers for personal and payment information, charge inflated fees and may change the email on the account. Alaska says that unless the caller ID is 1 (800) 252-7522 or 1-800-ALASKAAIR, you are not speaking with an Alaska agent.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites and social media promotions pretending to be Alaska Airlines offer free roundtrip tickets. Alaska says red flags include a website that is not alaskaair.com, outdated branding and no official contest rules.","source":"https://news.alaskaair.com/alaska-airlines/scam-giveaway-2/","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.974,"sources":{"primary":38,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Alaska Air Group owns both Alaska Airlines and Hawaiian Airlines. The two received a single FAA operating certificate on October 29, 2025 (news.alaskaair.com), and Hawaiian moved to Alaska's Sabre passenger service system on April 22, 2026, with one record locator for both brands. Both brands remain, with bookings on alaskaair.com and hawaiianairlines.com, one Contract of Carriage and one Customer Service Commitment, and the loyalty program Atmos Rewards. This file covers Hawaiian Airlines.","warnings":[]},"travel_credit":{"company":{"id":"alaska-airlines","name":"Alaska Airlines","sector":"airline","website":"https://www.alaskaair.com","account_url":"https://www.alaskaair.com/trips"},"issue":{"id":"travel_credit","name":"Travel credit or voucher problem"},"playbook_source":"company","summary":"An Alaska credit is valid one year from issue; ask for a refund instead if the credit came from an Alaska cancellation or significant change.","evidence":["credit number","original ticket","cancellation notice"],"steps":[{"do":"If the credit replaced a refund you were owed under Rule 8, ask for a refund to the original form of payment.","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The Contract of Carriage defines a Credit as valid for one (1) year from the date of issuance; it must be used for travel booked and flown within that year.","issues":["travel_credit"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage (revised August 25, 2026) covers carriage by both Alaska Airlines, Inc. and Hawaiian Airlines, Inc., which it refers to collectively as \"Alaska\".","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"On request, carriers must give a transferable travel credit or voucher, valid for at least five years from issuance, to a passenger who cannot travel because of a government restriction related to a serious communicable disease, or who is advised by a licensed treating medical professional not to fly because of a serious communicable disease. The carrier may require documentation and may charge a per-passenger processing fee that was disclosed at purchase.","issues":["travel_credit"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-262","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Alaska owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The main alaskaair.com and hawaiianairlines.com help and policy pages are rendered by script; phone numbers and form links did not load for this research.","No general reservations phone number was confirmed from an official page."],"security":{"official_domains":["alaskaair.com","hawaiianairlines.com"],"never_asks":[{"kind":"policy","claim":"In a December 2020 newsroom post about scams, Alaska Airlines says it never asks guests for personal information such as password credentials.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scam websites pay search engines to appear at the top of results, use Alaska's logo and pose as Alaska reservation agents, then ask callers for personal and payment information, charge inflated fees and may change the email on the account. Alaska says that unless the caller ID is 1 (800) 252-7522 or 1-800-ALASKAAIR, you are not speaking with an Alaska agent.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites and social media promotions pretending to be Alaska Airlines offer free roundtrip tickets. Alaska says red flags include a website that is not alaskaair.com, outdated branding and no official contest rules.","source":"https://news.alaskaair.com/alaska-airlines/scam-giveaway-2/","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.974,"sources":{"primary":38,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Alaska Air Group owns both Alaska Airlines and Hawaiian Airlines. The two received a single FAA operating certificate on October 29, 2025 (news.alaskaair.com), and Hawaiian moved to Alaska's Sabre passenger service system on April 22, 2026, with one record locator for both brands. Both brands remain, with bookings on alaskaair.com and hawaiianairlines.com, one Contract of Carriage and one Customer Service Commitment, and the loyalty program Atmos Rewards. This file covers Hawaiian Airlines.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Alaska owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"security":{"official_domains":["alaskaair.com","hawaiianairlines.com"],"never_asks":[{"kind":"policy","claim":"In a December 2020 newsroom post about scams, Alaska Airlines says it never asks guests for personal information such as password credentials.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scam websites pay search engines to appear at the top of results, use Alaska's logo and pose as Alaska reservation agents, then ask callers for personal and payment information, charge inflated fees and may change the email on the account. Alaska says that unless the caller ID is 1 (800) 252-7522 or 1-800-ALASKAAIR, you are not speaking with an Alaska agent.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites and social media promotions pretending to be Alaska Airlines offer free roundtrip tickets. Alaska says red flags include a website that is not alaskaair.com, outdated branding and no official contest rules.","source":"https://news.alaskaair.com/alaska-airlines/scam-giveaway-2/","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.974,"sources":{"primary":38,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Alaska Airlines and Hawaiian Airlines — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/alaska-airlines.md","markdown":"## In short\n\nAlaska and Hawaiian now fly under one FAA certificate and one Contract of Carriage, so the same rules apply to both brands. Send written complaints through the feedback form of the brand you flew. Refunds for a cancellation or significant change go to the original form of payment within seven business days for cards. Report bag problems within 24 hours on U.S. trips and send written proof of loss within 45 days. Alaska had the best on-time record of the large U.S. airlines in July 2026.\n\n## How complaints actually go\n\n- The FAA issued Alaska Airlines and Hawaiian Airlines a single operating certificate on October 29, 2025, and DOT now counts Hawaiian-branded flights as operated by Alaska. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- The Contract of Carriage (revised August 25, 2026) covers carriage by both Alaska Airlines, Inc. and Hawaiian Airlines, Inc., which it calls \"Alaska\". [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n- Written feedback goes through each brand's form. [Alaska: feedback](https://www.alaskaair.com/content/about-us/feedback), [Hawaiian: contact us](https://www.hawaiianairlines.com/contact-us)\n- Rule 17 says Alaska refunds eligible tickets within seven business days for credit card purchases and 20 business days for cash, check or other payment. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n- If Alaska does not resolve the complaint, DOT directs it to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## What tends to work\n\n- Rule 8.B.b refunds the affected segments to the original form of payment after a cancellation or significant change if you decide not to fly, do not accept rebooking and do not accept a voucher. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n- For an overnight stay 100 or more miles from home caused by a delay or cancellation within Alaska's control, Rule 8.E provides a hotel voucher with ground transportation, or reimburses reasonable costs; a meal is offered when a delay Alaska caused passes three hours. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n- Rule 17.C.b refunds bag fees for a lost bag, or one not returned within 12 hours (domestic) or 15/30 hours (international) after you could deplane, once you file a Mishandled Baggage Report. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n\n## Traps and fine print\n\n- Rule 8.E.d lets Alaska offer a travel credit instead of the meal and hotel amenities; accepting it waives the other amenities. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n- For U.S. travel, Rule 15 requires bag loss, damage or delay to be reported within 24 hours and written notice and proof of loss within 45 days; legal action must start within two years. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n- A credit is valid for one year from issue, for travel booked and flown within that year, and no refunds are given for tickets presented more than one year after issue. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n\n## By the numbers\n\n- July 2026: Alaska's network arrived on time 74.8% of the time, 1st of the 8 ranked U.S. marketing carriers; Alaska-operated flights cancelled 0.8% and mishandled 0.46 bags per 100 enplaned. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: DOT recorded 132 complaint cases about Alaska Airlines (and listed 12 under Hawaiian Airlines). [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: Alaska scored 75 out of 100, down from 76 in 2025. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- Alaska says scam websites pay search engines to appear at the top of results, use its logo and pose as reservation agents, then ask for personal and payment details and charge inflated fees. It says that unless the caller ID is 1 (800) 252-7522 or 1-800-ALASKAAIR, you are not speaking with an Alaska agent (newsroom post from December 2020). [Alaska Airlines newsroom](https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/)\n- Fake websites and social media promotions offer free Alaska tickets; Alaska says red flags include a site that is not alaskaair.com, outdated branding and no official contest rules. [Alaska Airlines newsroom](https://news.alaskaair.com/alaska-airlines/scam-giveaway-2/)\n- The FTC warns of fake airline customer service accounts on social media during disruptions. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n"},"guide":{"key":"airline","title":"Airlines — how complaints work","last_verified":"2026-10-12","file":"guides/airline.md","page":"https://escalate.alexgaoth.com/#/guides/airline"}}