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An apology to customers of Alaska Airlines and Horizon Air

Brad Tilden,Glenn Johnson

Alaska Airlines experienced a computer system outage this past weekend that disrupted our operation, and we want to offer our profound apologies to the thousands of customers who were affected. We recognize we fell far short of our service commitment to you and are working diligently to determine the underlying causes of the failure to prevent a recurrence.

So that we may take care of our customers in the way we would like to, we are reaching out through multiple channels to ask customers whose flights were disrupted by this event to please contact our Customer Care team after rebooking so we can follow up with you. We have a team in place to respond and plan to get back to you within two weeks.

All of us at Alaska Airlines and Horizon Air appreciate your business and continued loyalty, and are committed to delivering the reliable operations you have come to expect from us.

Sincerely,

Brad Tilden
Alaska Airlines, President

Glenn Johnson
Horizon Air, President

This apology was sent out by email to Alaska Airlines mileage plan members on March 28, 2011.

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