Alaska Air Group quickly apologizes for computer outage

By Seattle Business Magazine March 28, 2011

Glad I wasn’t flying Alaska Airlines or Horizon Air last weekend. Thousands of customers never got their tickets punched for hundreds of Alaska/Horizon flights because of a massive computer outage that effectively shut down the two operating arms of Alaska Air Group Saturday and Sunday. The airlines are waiving change fees for all affected passengers. Customers seeking further redress must take it up with the customer care team.

As the shutdown occurred Saturday, Alaska quickly used social media to keep its customers and the media apprised. The effort included an apology video on Facebook featuring Alaska president Brad Tilden and Horizon president Glenn Johnson. On Monday morning, Tilden and Johnson addressed members of Alaska’s Mileage Plan, saying, “We recognize we fell far short of our service commitment to you and are
working diligently to determine the underlying causes of the failure to
prevent a recurrence.”

All computer systems have been restored, but some customers were still awaiting rebooking Monday. To read better news about Alaska Air Group and its CEO, Bill Ayer, see the cover story by Karen West in our April issue.

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