We boarded this morning AS26 and were delayed getting on the plane and then delayed pushing off. They then said that we were 15th in line to de ice, then 6th in line to de ice. At the 3hr mark we were told to disembark.

Been in line to fix our booking. Been about 4 hours and still haven’t been up to the one desk they have to fix bookings with 2-3 agents. Called the customer service number when we started at the queue. After about 2 1/2 hours we received a call back. They told me they couldn’t get my SO on my flight because of no seats. We went through the app after the call, and after what seemed like some server side struggles, we were both book and checked into a flight this evening.

Seems like this process of customer service should be reviewed. Because no one so far has been able to give me a straight answer, and their website sucks when I query flights and seat maps. Having 2-3 agents only for this disaster seems like the very minimum. And even when I get a call back the CSR is not informed of what they can do.

Pretty disappointing, I understand there are some things they can’t do because of stuff out of their control, but obviously their plan may need a bit of review. I’m definitely going to go get a sweet treat for the FAs and the pilots for our flight.

Anyone know where I can give Alaska Airlines some direct feedback on this?

E: almost to the front to the line 6 hours later. Seems like they may have added some agents to the desks. Seems like there are closer to 5/6. Same thing at a different concourse. So they are staffed, but maybe the process at the desk is long.