MAUI, Hawaii — Most vacations are expensive, but Paul Gorka and his family were concerned their recent trip to Maui had an unexpected cost tacked on at the end.
Their Alaska Airlines Saturday morning flight was initially delayed and later canceled, just one day after a section of an identical Alaska Airlines flight blew out mid-flight.
“I went to check my Alaska app to see it was the same plane, the 737-9 MAX,” Gorka said. “So I was like, that might shake things.”
Then, in a confusing process, Gorka says he was told by a customer service representative to book whatever flight he could and keep his flight, food, and hotel receipts to get reimbursed.
He did, booking a more expensive Delta flight. Then, after not being able to reach back out to a closed customer service line, he says he talked to a reservation agent.
“She said the other agent was misinformed, that they were rebooking people through United and that we’re gonna be on the hook since we decided to rebook ourselves for the additional cost,” Gorka said.
“The gal we spoke to last night said she can’t send anymore hotel vouchers, just that Alaska (Airlines) will typically reimburse for up to $150 a night for a hotel,” Gorka added. “The one we found cheapest was right near the airport for $500.”
Gorka estimated he would’ve lost $3000-$4000 between the flight and hotel.
After reaching out to Alaska Airlines, they told us the latter information Gorka received was incorrect.
“This guest will be reimbursed for his difference in fare for his new flight as well as the hotel,” Alaska Airlines said. “Not sure who told him the erroneous information, but he will be reimbursed, and the process has already begun.”
