This frustrating and unpleasant experience was a result of the poorly documented, inconsistent policies and communication channels at Alaska, and exacerbated by the even worse customer service from Alaska employees at the San Diego airport. In the end a more cool headed personnel came in, acknowledged our frustrations and provided a number we can use to complain. Not sure what this person was thinking but that only make this experience worse. Along this lines (about not really being helpful) and taking their attitude to a different level, one of the personnel we were having the conversation in order to try to "solve" the problem threatened us by saying "do you want to fly today?". This suggested to me that Alaska didn't care whether this was a stroller or not and made it harder to actually get an understanding of the rules rooted on Alaska's policies, which Alaska was not able to provide. To make matters even worse, the personnel argued that we use the stroller to carry our stuff which is besides the point as you can do that why any stroller.
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They argued that allowing us to check-in our "wagon" for free during our first flight was a mistake. We showed them the model on the internet (which states it is a stroller wagon) and even when you search on google for strollers images of this type show on top along the traditional strollers. The personnel argued that double strollers were fine but ours was not (even though our could be smaller).
They argued that wagons are not strollers but failed to show any Alaska documentation of their definition of a strollers as ours has seat belts for the kids and can fold to fit the size of large stroller but has a wagon shape. The handling of situation was terrible from Alaska. However on the return flight we had to pay to document and check-in the wagon-stroller. We even called ahead days in advance to ensure we could take our wagon-stroller with us for free. On the first flight we were able to check-in for free our son's car seat and wagon-stroller for free. I got a round trip from San Jose to San Diego with my family and among the free items you can check-in are strollers and car seats. ✅ Trip Verified | I had a frustrating experience with Alaska. Thank you for making this parent feel their children were in the best of hands and thank you for looking out for my kids. They had a snack on board and watched movies during their flight. One if the kids was texting us from 35,000 feet. We even googled their flight number and knew exactly where they were at all times. The kids had a blast and the flight attendants said they were well behaved and polite. I felt they were safe and as a parent, I needed to know they were safe. They checked their aunts ID upon arrival and ours when they returned.
We were allowed to escort them to their gate and sit with them until they boarded the plane and were in the air. They boarded the plane first with the flight crew and departed the plane last with the flight crew. From customer service to the ticket agent to the flight attendants, I could not be more pleased. Even though they are 13 and 14 and did not need assistance, we felt better having someone keep an eye on them. We had our children flown to Illinois to visit their sister. ✅ Trip Verified | Excellent and professional.
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