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Alaska and Horizon execs apologize; compensation being arranged case-by-case

Post by C.R. Roberts / The News Tribune on March 28, 2011 at 2:54 pm with No Comments »
March 28, 2011 2:54 pm

They’re really sorry. They take full responsibility. They’ll do their best to ensure it doesn’t happen again.

So said a letter that went out today to some two million Alaska Airlines mileage club members.

Signed by Alaska President Brad Tilden and Horizon Air President Glenn Johnson, the letter recalled “a computer system outage this past weekend that disrupted our operation.”

The executives offered their “profound apologies to the thousands of customers who were affected.”

A team, they said, is in place to respond.

“A similar letter will go out to anyone we know was affected,” said spokesman Paul McElroy earlier today. “If you were affected on Saturday we want to reach out and make sure people contact our customer service team.”

The sister-airlines have so far been receiving a mixed reaction from customers.

“We inconvenienced people,” McElroy said. “There are some people who are upset with us, there are people who understand. People do understand we are doing everything we can.”

Which means getting people where they’re planing to go. And which also means compensating those who didn’t get to go because of a two-pronged cascade of electrical-computer problems.

“The compensation will vary,” McElroy said. “It depends on their situation. Did we cancel a flight and did they get out Sunday? Did they miss a flight and miss a an entire cruise?”

To contact the response team, McElroy advises you start here.

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