Alaska Air To Reimburse Fliers Stuck By Glitch - Spokane, North Idaho News & Weather KHQ.com

Alaska Air To Reimburse Fliers Stuck By Glitch

USATODAY.COM - Alaska Airlines says it plans to compensate fliers affected by a computer outage this past weekend, a gestured that's become somewhat unexpected in the U.S. airline industry.

Alaska Airlines' outage on Saturday forced the cancellation of 150 flights and disrupted the travel of about 12,000 passengers, including some who say they're still trying to get to their destinations.

"We want to offer our profound apologies to the thousands of customers who were affected," Alaska Airlines president Brad Tilden and Horizon Air president Glenn Johnson wrote in an letter sent to about 2 million of the company's frequent-flier members.

"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," the letter continues.

"A similar letter will go out to anyone we know was affected," Alaska Air spokesman Paul McElroy tells The News Tribune of Tacoma.

If successful, Alaska Air's compensation effort could help mitigate discontent from affected passengers.

One such passenger is Washington state resident Jim Rowe, who tells The Seattle Times that he and his family have been trying to return to Seattle from Los Angeles since Saturday.

"This has cost us more than our vacation," Rowe told the Times from L.A., adding he's had to shell out $500 in hotel charges alone since his family's Saturday flight was canceled.

The Times adds Alaska Air's "compensation most likely will come in the form of certificates good for future travel, fare discounts or reimbursements for expenses such as meals and lodging.

"We don't yet have specifics on what will be involved," Alaska Air spokeswoman Bobbie Egan tells the Seattle Times. "It will vary based on the length of the delay or cancellation and how quickly we could get them on another flight."

For now, though, the airline's focus will be on getting the remaining stranded passengers to their destinations, The Associated Press reports.

In the meantime, Alaska Air advises customers affected by the disruption to file a claim on the airline's website.

"We have a team in place to respond and plan to get back to you within two weeks," Tilden and Johnson promise in their letter.

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