Broken tray table = $75 credit from Alaska Airlines

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Hopped on a very short flight from SJC – BUR in California. Alaska Airlines had a sale when you fly on Saturdays of only $29 US each way, what a steal! Took advantage of this and booked a flight on an Alaska Airlines flight, operated by Skywest.

The equipment was a small Embraer jet plane, probably fits around 50 people. While the flight went without incident, my seat did have an inoperable tray table. It was all taped up as you can see from the photo. Not only was it taped up, it looks like it’s been that way for quite awhile, at the tape had black dirt on the edges.

Wasn’t too happy about this, and of course I couldn’t use the table and had to hold my drink. Since the flight was only 40 minutes it wasn’t a big deal, but still…I decided to write to the airline and let them know about the table. What took me 5 minutes of time, netted me a $75 USD voucher on my next flight, awesome! This was more than my ticket.

Of course I’m happy. What a great service recovery by Alaska. Lesson here is to make your concerns known, you might get something in return. When I wrote to the airline, I wasn’t even complaining about the tray table or asking for anything in return. I merely said I was in seat 19C and the tray table wasn’t working, more of an informative e-mail.

If you didn’t reach my other article about American Airlines and their service recovery, check out my writeup about a broken headphone jack here.

Btw, here’s the email they sent back to me:

Dear Christopher,

I appreciate that you took the time to contact Alaska with regard to your flight out of San Jose.

I sincerely apologize that you were unable to fully enjoy your recent flight as a result of your tray table. Our goal is to fully serve our customers expectations and to provide a comfortable and safe flight for all of our passengers. For this reason, we regularly use feedback from our customers when considering how to make any process a more comfortable and convenient one. That said, I have taken the liberty of sharing your comments with the Maintenance and Engineering Department for their review.

As a customer service gesture, I am including a Discount Code. Please reference the appropriate code below at the time of booking. To use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form.

Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. Discount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed fares. Complete Discount Code rules and restrictions can be found online at alaskaair.com.

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