---
company: alaska-airlines
title: Alaska Airlines and Hawaiian Airlines — how complaints actually go
last_verified: 2026-10-12
---

## In short

Alaska 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.

## How complaints actually go

- 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)
- 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)
- 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)
- 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)
- 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)

## What tends to work

- 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)
- 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)
- 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)

## Traps and fine print

- 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)
- 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)
- 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)

## By the numbers

- 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)
- 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)
- ACSI 2026: Alaska scored 75 out of 100, down from 76 in 2025. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)

## Scams that target customers

- 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/)
- 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/)
- 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)