Alaska and Virgin America: Creating an airline people love

Comments

1. 

   I think Alaska is the absolute best airline I’ve flown in the past 20 years – Keep it up – your smiling, helpful service is unsurpassed!

2. 

   We love Alaska, but the only improvement we need is to be able to fly direct from Bend/Redmond to LAX. When is that going to happen?

3. 

   Any way to find out what the actual last farewell flight under Virgin will take place??? That might be a fun flight to be on to say goodbye.

4. 

   The last two times I’ve flown Alaska, the flight crew “timed-out” canceling my flights and forcing me to wait hours for another flight. I wasn’t notified until I arrived at the gate to board. It’s happened to several of my co-workers too when flying Alaska too. It’s very frustrating.

   My hope would be that this new effort by Alaska would also include better scheduling of their employees or flight crews on stand-by in the event of these “timed-out” situations. I was never a fan of Southwest, but they’ve never canceled my flight or left me stranded at the airport for hours.

5. 

   When you make extra room for the first class folks, does this mean the rest of us suffer with our knees in our throat? It’s already crowded in coach.

   1. 

      Ruth – nope! We’re committed to keeping our same legroom in the main cabin.

6. 

   All sounds pretty good. If only you could provide better service to Mazatlan, all would be good. Non-stop from Seattle would be super.

7. 

   It all sounds terrific, thanks, but with one major exception: the music “featured on planes, in airport lobbies and at gates.”

   Alaska, please! The only truly “warm and welcoming vibe” in the gate and lobby area is SILENCE. Please, please, please don’t force music on us in your public areas. Keep the PDX model of beautiful, peaceful silence.

8. 

   I fly mostly for business, worldwide, and I’ve only flown Virgin once. But I am MVP Gold and a long time customer since I’m from Seattle, and I am pleased at all the route zadditions. Getting to Washington National nonstop was a great beginning to the long haul additions to the schedule. And Miami/Fort Lauderdale and the Texas cities too. So all I ask is that the steady reliable Alaska service continue. And Alaska employees I talk to say it’s the best to work for too, and that certainly shows in the dependable customer service when something unusual causes you to need it. Oh, and I am 6’4″ and I like the new profile seats!

9. 

   I was on board one of your new 737-900s last October. The difference was incredible. The air quality was significantly better. The lighting was great. Love you guys.

10. 

    Nice improvements for sure….would like to suggest exploring tagging checked luggage for “priority” handling for first class/MVP Gold/Gold 75 ideally, getting those delivered first to the carousel.

11. 

    I would agree with a few other comments that the newly redesigned First Class cabins should offer additional benefits for trans con flights. Lie flat seats and “pods” enhance the experience for a 6+ hour flight, especially red eye flights.

12. 

    That all sounds terrific for Alaska Airlines. The few times I’ve flown on your airline, it has been a very pleasant experience.
    My basis for comparison is the 13 years I’ve been at the Executive Platinum, which include the last two years that have required 120K miles. Alaska Airlines bests American in every
    category; departure time, arrival time, not having to effect maintenance at the gate, seating comfort, flight attendants who are routinely polite and personable (the legacy American attendants are not included in that comment). I especially like the non-punitive charges for a flight change policy Alaska has. In fact, I can only think of one short-coming for your airline. It doesn’t fly out of Dallas-Fort Worth.
    Please strongly consider initiating at least a handful of flights out of DFW. Within a few months, more American passengers, notably the frequent fliers, of which there is a very large group, will be switching their preferred airline to Alaska. And, really, you don’t have to make any of the changes listed in your blog. You’re already well beyond what American has to offer.

13. 

    I like the news about lighting and Wi-Fi and new seats. Since I am 6 ft. 5 ” tall, I would
    Love some news about more leg and knee room. It is difficult to enjoy a free movie and
    improved lighting when your knees are crammed in one forced position.

14. 

    Thank you Alaska Airlines. I’ve been a loyal (nearly exclusive) Alaska Air flyer since 2001. The proposed upgrades to the fleet and benefits for frequent flyers look great. With the merger of the Virgin flyers, I would like to see another tier for the Mileage Plan.

15. 

    Your customer service is the very best. I would love to have GPS and flight information built in the seat in front. That will really set you apart. Keep up the good work. Thanks so much. Steve Chittenden

16. 

    So sad to see Virgin America go ……I think you should have operated them separately I fly twice a month with Virgin. I might have to look at jet charter after 2019.

17. 

    WITH ALL THE INCREASED ROUTES IN AND OUT OF LAX AS SHOULD PROVIDE HORIZON FIGHTS TO AND FROM PALM SPRINGS. YOU ARE MISSING AN OPPORTUNITY TO INCREASE SALES AND GAIN NEW CUSTOMERS. UNITED EXPRESS CHARGES AROUND $300, YOU CERTAINLY COULD MATCH OR BEAT THAT PRICE!

18. 

    There will need to be a separate transcontinental fleet with lie flat seats soon as Alaska will need those to stay competitive, I am sure they will come sooner rather then later.
    Also if it is to protect home turf in Seattle where the competition is using these planes

19. 

    I am wondering how Boeing is reacting to the fact that AS will no longer be called an All Boeing airline? I am also wondering why you (AS) decided to keep the Airbus fleet? At least it is eluded to in this article with the upgrades. Also if that is true when will you begin to paint the Airbus’s in AS livery?

20. 

    Here’s what I’d like to see:

    1. Continuation of Virgin America food ordering from your seat.
    2. A strong, well-designed, real-time in-flight app for flight tracking & info.
    3. Built-in cup holders for all economy seats without having to open the full tray table.
    4. Snacks included!
    5. 1 checked bag free of charge.
    6. Smaller carry-on bag restrictions (much smaller bags!) so boarding & deplaning goes quickly—and there’s always extra overhead bin room.
    7. Optional baggage delivery service to home or hotel (for a fee!)
    8. Automated seating system to help people traveling together (but booking later) get seats together, even when there are none together.
    9. Free same-day standby for earlier flights.
    10. At-seat bathroom queues to reduce aisle standing!
    11. Ability to hear the pilots more regularly discuss what you’re flying over, listen to air traffic control, etc. for those who are interested.
    12. Front & Rear simultaneous boarding wherever possible.
    13. Humidifiers in flight to reduce dry-ness and create a more hospitable environment.
    14. Extra benefits for middle seat fliers: free food or wifi?
    15. $99/year “Alaska Prime” membership — free food, free wifi, baggage delivery service included, etc.
    16. Better food options: cold pressed juices, fresh salads, etc.
    17. RFID-tagged baggage that pushes you a notification that your bag is successfully on board, and ETA for bag arrival at baggage claim.
    18. Custom food orders ahead of time to manage on-board food and broader selection.
    19. Real-time push notifications to your app based on airport maps, your current location + walk time, and boarding time to ensure every passenger arrives on time for boarding but can freely roam the airport and still receive all communications from the gate agents.

21. 

    Please, make the most awesome safety video ever.

22. 

    I’m concerned with satellite wifi. United tried this and it is horrible! Maybe it has improved but wary over single point of convergence bandwidth challenges satellite brings.

23. 

    As a bay area resident, i have come to love Virgin America, but i have been a loyal Alaska Airlines for many years and i think the future will be bright and I am happy to see new cabin design on Alaska planes. Always liked the cabins in the 90s and 2000s, but the introduction of the current recaro seats brought a bland look to the cabin that i missed in previous ones.

24. 

    Flights from Phoenix to Los Angeles! Bring back the Horizon flight from Los Angeles to Flagstaff to Prescott. Several thousand people a week take van-shuttles to Phoenix. ..they would fly to Los Angeles in a heart beat!

25. 

    Love, love, LOVE Alaska Airlines. Thanks for taking such great care of us when we fly. I would love it if you would consider carrying a premium Kentucky bourbon like Woodford reserve (like your competitor) or maybe Bulliet or Bulliet Rye whiskey. Jim beam or jack Daniels are very low end to average products and market data should show how much premium bourbon and rye whiskeys have spiked in demand over the past 10 years.

26. 

    I just want to arrive on time. 6 of my last 7 flight experiences were either delayed or cancelled. On top of that, while I was the last person to not get upgraded on a flight (am MVP Gold), because “First Class was booked full”, after I took my seat, 2 uniformed crew members boarded and occupied 2 FC seats!. Repeated contacts with AA “Customer Service” personnel garnered me some “hush ” vouchers, but not a single explanation. Pretty much fed up with Alaska….

27. 

    Any chance of more routes for SLC?

28. 

    What about bringing seatback entertainment to Boeing planes? I agree with other Virgin customers that emphasizing the exclusivity of first-class or premium class is important for us to see value and buy-in. A rope stanchion does that easily and effectively. Please be sure to update Virgin America Elevate Credit Cardholders on what this means for us as well. A timeline for that transition would be very helpful.

29. 

    Love it! can’t wait to see the new enhancements! any plans to refresh/upgrade the regional horizon planes? they’re a bit outdated and could use some love (Q400’s particularly)

30. 

    Alaska Lounge in San Diego needs to happen ASAP!

31. 

    I’ll miss Virgin’s mood lit interior and cabin staff! I have enjoyed Virgin on ALL of my flights. Glad you are keeping the Airbus A320/319 fleet. The Boeing 800’s, 900ER’s have the nice Dreamliner luggage bins. These are more spacious than the ones on the present Virgin Airbus fleet. I have only been on one “sharklet” model of Virgin and believe those luggage bins are nearly the same size on the remainder of their Airbus fleet. I am ANCIENT, 72 years of old, so change is a bit more difficult for me but I am able to adapt…eventually.
    Thank you Alaska Airlines. Your plate is full with the addition of this new quality member to your group.

    1. 

       Quite contrary Alaska is a Seattle based airline and to buy Airbus seems, well, unpatriotic, (i have nothing to do with Boeing). They should have enough influence at Boeing to integrate anything that the 320 has without ditching it to fly on some foreign built plane. I’ve always adopted the ‘if it’s not Boeing, I’m not going’ approach in the past and will do so if Alaska goes that way as well.

32. 

    While I know it’s a major challenge to integrate two airlines, some basic things seem to have eluded you so far. Like not showing Virgin flights and departure gates on the reader boards in the Lounge. And the agents in the Lounge not being able to print out boarding passes for your return same day flight on Alaska from SFO when your leg down is on Virgin much less being able to find your departure gate. Might as well still be two completely separate airlines. Certainly does not make we want to utilize flights on both airlines.

33. 

    Sounds like the new product will be far superior to any other US airline!! I noticed the new slimline seats are not as comfortable as the old AS seats. When you update to the new style seats, can you make sure they are designed to be really comfortable for an entire transcon flight?… ie thicker and softer padding?

    1. 

       Agree! Just flew Seattle to Newark. Never again! Hates those seats. Both me and my friend had sore necks. Noe leg room. Very disappointing.

    2. 

       Agree with this statement. Also, what is going on in Boston Logan? Terrible gates with no access to any decent food. Any lounge capabilities on the horizon? I used to be able to use Delta’s lounge. This is my frequent flight – transcon. Would love deeper seats, and a better gate situation. Thanks. Gold flyer. Love Alaska and fly it everywhere.

34. 

    Great step forward, but you need to (and CAN) do more:
    • Alaska Lounge in San Diego (long overdue!)
    • Proper transcon First Class. You will not compete with American, Delta, United or even JetBlue’s Mint product with those seats on 6-hr flights between SFO/LAX and NYC or Washington DC. Lie flat for transcons is the 21st century!

    1. 

       AGREED ON TRANSCON… But how about Transcon from PDX and SEA your “homes”!?

35. 

    A compromise is better than total heartbreak, but those white leather seats and nightclub vibe will be oh-so sorely missed. #VXForever

36. 

    Thank god you are not keeping the Virgin seat back TV’s so annoying. Also the pinkish moodlight is annoying hopefully the blue will be better. It would also be nice if the giant power box be placed under the floor like on VX as the above floor boxes majorly reduce legroom and ability to follow the personal item under seat rule.

    1. 

       agree with the under seat storage

    2. 

       Adding to the “Poley King” comment, please consider putting a tickler into your booking system that does not allow a passenger who is traveling with an in-cabin pet to book a seat that has “the giant power box” that greatly imposes on legroom. It is impossible for an in-cabin pet to fit under the seat if we have to share the legroom space with that giant power box. I am all for in-cabin pets, and can concede to losing my legroom when I pay the in-cabin pet fee, but if my pet cannot share his/her space with “the giant power box” then I am not getting the value of that in-cabin pet fee. When this has happened to me in the past, the flight attendants reseat me (I sure hate to impose upon fellow travelers OR forfeit my upgrade seat when applicable). Since “the giant power box” is not identified in the seating chart, and they seem to not be consistent in which row/seat from aircraft to aircraft, I cannot proactively select a functional seat.

37. 

    Would love to see the option to buy priority screening and boarding continue like on Virgin right now! As a musician with extremely fragile and expensive instrument as my carry-on, it is absolutely worth the $20 to make sure I have bin space and I know many of my colleagues feel the same way.

    1. 

       LB…DOT regulations have changed recently requiring airlines to allow customers with instruments to pre-board!

38. 

    I’m a San Diego based 75K flier. I ‘d like to see a new boardroom added to San Diego. Alaska has greatly expanded in this market yet it’s an old and outdated terminal. What could enhance the experience is a new boardroom at this location. Alaska wouldn’t have to do a thing. The Alaska terminal has the former United Red Carpet Room. It closed when UA moved. The room is vacant. It could be opened with minimal remodeling.

    One thing that I love about Alaska is its frequent flyer program especially it’s elite program not requiring minimum dollars spent like the other big airlines.

    1. 

       I also live in San Diego and although I am not a 75K flier, I do fly Alaska Airlines several times each year. I completely agree with Michael re: the need for a boardroom in San Diego. The airport is undergoing renovation and perhaps there are plans for the old UA lounge, but if not – it is in the perfect location for Alaska. It might persuade me to purchase first class tickets more often if I was able to access a lounge at both ends of my trip.

       I fly several different airline carriers each year and Alaska is definitely my favorite. I love the service and your frequent flyer program is the best!

    2. 

       Agreed – a lounge in San Diego is long overdue!

39. 

    I hate that we’ll be losing the screens and on-demand ordering during the flight though. I don’t want to watch a movie or TV show on my phone or any of my devices. We should still have a screen. Honestly, if I’m given the foresight to pre-order and prepay for food, I’ll probably pass. I am a last minute impulsive buyer and I’m infinity times more likely to purchase something from a screen then to flag down or press the call button and order from an attendant.

    1. 

       Agreed, Ryan… loved the ability to order a drink that the crew could take care of at their leisure. I guess the airlines just feel that they can’t keep up with the screen updates.

    2. 

       You’re not losing the chance to impulse buy food – but by preordering you guarantee they don’t run out of your choice before getting to your row

    3. 

       I also will mourn the loss of the personal screen, which is probably the main reason we choose Virgin for every flight we can. There is no comparison in ease and comfort. I will NOT be happy when that feature is eliminated. If you keep the Airbus planes, will the screens stay? And will I have to call ahead to find out which plane is flying on a particular flight?

       1. 

          Hi Marilyn – we haven’t made a decision about the future of seatback screens.

    4. 

       I agree that I would like to keep the screens. I do not wish to trek around internationally with my lap top, and my phone, even with the larger screen, is not conducive to watch movies on 12+ hour flights.

    5. 

       Same. Biggest draw on Virgin for me, but main cabin Virgin customers are obviously not who they’re courting. Not everyone wants to bring an iPad everywhere they travel, and the ability to order a snack or drink when desired (instead of getting things at predetermined times when you may not want or need them) made a huge difference in their experience. The contrast between classes felt much less stark.

40. 

    While I understand that a first-class seat assignment is no guarantee of a perfect experience, the vast majority of your first-class flyers would be thrilled if you would draw a line and not book 12-and-under passengers in that particular cabin. I doubt you’ll lose much revenue, but you’ll gain much goodwill from your appreciative frequent flyers and those shelling out more $$ and miles for that experience.

    1. 

       And those 12 and under in first class are flying for free? Pound per pound, their parents are paying more for them to be in that cabin. 🙂

    2. 

       I completely disagree with this suggestion. I am a Gold 75K flyer and a benefit that my extensive business travel (and missing kiddo functions) offers to my family is to allow them to fly with me in 1st Class as a perk. As a flyer, I reserve the right to pay for, use miles to book, and/or upgrade to First Class is not an area that AS should have any opinion on.

    3. 

       I completely agree that a first-class seat assignment is no guarantee of a perfect experience. I have flown a lot of miles with Alaska (and other airlines) and have witnessed some appalling examples of poorly behaved passengers in both cabins. However, I take issue with your sweeping assertion that 12-and-under passengers are a major source of this problem, and that excluding them would somehow engender goodwill and increase revenues. Rather than children, the problem passengers tend to be full-grown adults who exhibit a selfish, over-entitled attitude, and whose behaviors are often exacerbated by excessive alcohol consumption.

       As an example, my daughter is 9 and has been a frequent flyer with Alaska (MVP or above) since she was 4. When seated in First, she is one of the least demanding, most pleasant passengers in the cabin. We have received numerous comments from flight attendants and fellow passengers who remark that she is truly a joy to fly with. To exclude my daughter (and my wife and/or myself) from First Class due to some arbitrary age cut-off would be unfair and discriminatory, and would certainly cause the airline to lose both revenue and goodwill from folks like us.

    4. 

       thanks for saying it

    5. 

       What about rich families with little kids? Do you expect us to sit in the back with the peasants?

    6. 

       This would be SUCH a huge improvement. I would personally shell out the extra $$$ if this was a guarantee. Last time I flew first class, I was next to a 6 year old child while her parents sat across the aisle and basically ignored her. NOT worth the extra $$$ at all.

    7. 

       I agree I have flown in First class with Lap Children. At least an older child has the ability to be occupied. However if they are willing to pay for first class for their children they should be allowed.

    8. 

       I love your idea, but don’t see it realistically ever happening.
       What I would settle for is a rule that ALL passengers (including babies/infants) must have their own seat in first class and use a child safety seat when appropriate for their age. This would not only be for the child’s safety but reduce about 99% of the children flying in parents laps.

    9. 

       Peace,
       That is a lot of assumptions and judgement against families and children when you use “12yo”, not behavior, maturity, ability, or parental responsibility as a determinant. In fact, that is age discrimination when no other factors are considered besides a demographic label. In your experience, what magically happens on the day of your 12th birthday? Did you spontaneously decided to grow up? Listen to your parents? Or became self sufficient? Why 12? Why not 16, 18, or 21? How about those with disabilities? Your comment shows we have much work to do in premature judgment, adults taking responsibility, consistent parenting, and kindness as a society. I fly every week and it’s working out great when I work with people than exclude.

    10. 

        AMEN

41. 

    Too bad Kindle tablets aren’t compatible with your entertainment system! That means I either have to bring my laptop or watch movies, ect. on my iphone. Otherwise, I love Alaska and it’s always my first choice when flying.

    1. 

       Agreed on Kindle access!

42. 

    A CHOICE of food options in First class would be a nice start. Alaska lags big time in this regard!

    1. 

       “By June 2017, Alaska First Class passengers will be able to pre-select meals before they fly” – – – – sounds like if you preorder you will have choice

43. 

    I fly in and out of Chicago and Detroit mostly. With the recent changes with Delta there is no lounge available in Detroit. Is there one coming soon?

44. 

    This is great news. I’ve was an early Virgin America adopter and have been at Gold level since 2011. (Was even one of the original “Black Card VIP” members) We were all worried that the merger would ruin the Virgin America service, value and vibe we all love. It sounds like you’ve accepted the challenge to not only meet it but perhaps even go beyond! I really hope you succeed.

45. 

    keep the red rope between First & Main cabin! My biggest complaint about Alaska is the free-for-all unlimited cabin traffic in First. Its even worse when you are at an aisle and are sleeping, only to be awaken by a passenger grabbing your seat as they go up and down the aisle. This is NOT a problem on Virgin….

    1. 

       Wow….

       1. 

          They have a point. If people could walk down the aisle without grabbing the seat and rocking it back and forth this wouldn’t be a valid complaint. But since they can’t the people who are paying double or triple the economy price should get a better experience than someone in economy.

       2. 

          well said, not to mention it’s FAA SAFETY REGULATIONS.
          Don’t be jealous Linda

    2. 

       AGREE TOTALLY! Keep the first class cabin and bathroom of limits to coach passengers, even those in premium coach.

    3. 

       Agreed. First Class should not be a main highway. Some flights are worse than others but come on Alaska – reaffirm and hold true to your policies. Example: The economy passengers are told the First Class bathroom is reserved for First Class passengers, however, once the flight is in air, here comes the economy crowd. If this offends you I’m not sorry. Buy the ticket then.

    4. 

       Life is tough!

    5. 

       I agree. I have been on a few flights in first class and couldn’t believe the constant traffic of people.

    6. 

       Yes I agree that passengers from the main cabin passing through first class cabin is a problem.

    7. 

       . . and footrests for first class and premium seating!

    8. 

       Lord forbid the lowly plebeians touch thy holy throne. You might catch their poor.

    9. 

       First world problem. Good Lord. Thank your lucky stars you can even afford a ticket on an airplane.

    10. 

        I have been travelling on Alaska since 1984, travelling in both first class and coach. The description ‘free-for-all unlimited cabin traffic in First’ does not describe my experiences. If anything, it describes the opposite.
        As I do not know the market in which you fly, I cannot comment on the manners of your typical passengers but I fly mostly to and from Alaska on the Seattle and Portland routes. I have repeatedly met the same families and business travellers over the years. Maybe that is why we respect each other – we are neighbors !
        I hope you experience my type of passengers as you continue your travels.

    11. 

        Could not agree more. For those of us who pay for First Class, it’s really annoying to have a bunch of people in the aisle of the cabin and just occupying the lavatory they have not paid for (even if they upgraded with miles).

46. 

    Actual editable food salomon begals breakfasts something other then disgusting chicken rest of the day. HELLO SEATTLE BASED Airline NO SEAFIOOD OFFERING

    1. 

       Not a fan of the polenta?

47. 

    Virgin America leg room in first class needs to migrate to Alaska’s 737 fleet … night and day difference !!

    1. 

       I agree Martin! Nothing else like it (except international maybe). Also love the leg rest. Excited to see this coming to Alaska.

48. 

    So basically I only have about a year and a half to enjoy Virgin before it disappears. I knew this day would come. So sad.

    1. 

       Sounds like you didn’t read the post.

       1. 

          I didn’t see anything about guaranteed power for coach, and it looks like the order from a screen isn’t being carried over. These are two critical components to flying on Virgin to me and why Alaska is going to suck.

       2. 

          Hi James – The majority of our Boeing fleet is outfitted with personal power outlets at every seat throughout the main cabin! It is very popular with our customers and we’re committed to keeping power at every seat when we unveil our redesigned cabin. As for on-demand ordering – no decision yet. Stay tuned!

       3. 

          Sounds like you’ve never really flown on Virgin. These “upgrades” to Alaska are downgrades to what’s already currently available on Virgin America.

    2. 

       Wayne, Virgin is getting absorbed and improved. If you think it’s sad, you haven’t flown Alaska yet. After one flight, you will realize why they are rated #1 – nine years straight now

49. 

    Alaska Airlines has been my favorite for many years. Your announced improvements make it only better.

    Now, if you would only add inter-island flights in Hawaii, you’d be perfect!

    1. 

       That’s a great idea!

50. 

    Wow ! What else needs to be said !

    1. 

       Bring back the blankets, but available upon request!

    2. 

       You made flying cool again. I don’t know how you guys did it… but the bring-your-own-device free entertainment (+in-seat power) the new turn-your-bag overhead bins, and in-air messaging… Alaska seems to have figured out the customer-centric approach that most other airlines have forgotten.

       MORE IMPORTANTLY you treat us like humans. THANK YOU. Despite all of Alaska’s growth & change, you’ve never let go of your commitment to creating an airline that people love or your roots to the 49th state.

       Marilyn Romano’s article about Alaskan Brewing Co. in this month’s AA magazine really embodies the pioneering spirit and unyielding bond between Alaskans working together to do great things.

    3. 

       As a decades long time Alaska Air member.. think Horizon prop plane puddle jumper Road Wartior.. I booked my first Sea/LAX flight last week.. so surprised at the ease and fun brought to all. Boarding, in flight, baggage handling.. in flight ease. Was skeptical but now covert. Leg room! Seat comfort.. angry paying for aisle seat at first. Now I get it! $114 r/t, then $40 for 5D seat! All worth it. LAX/SEA return.. 40 minutes early! Less that two hours.. 35 years flying.. first time that early anywhere! Remain loyal AKAIR major fan!

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