Alaska Airlines complaint

[Guy F.]

On October 28th, 2024 my wife and I came to Denver International Airport with tickets to fly from DIA to Mactan Airport in Cebu, Philippines. She was scheduled to return to the US on November 28th and I was to return on April 30th, 2025.

At the Alaska Airlines check-in desk we were told by Meghan that I would not be allowed on the airplane in Seattle because on arrival at Mactan I would be able to get a visa for only 30 days. We knew for a fact that US citizens traveling with their spouse who is a Philippine citizen will automatically get a ‘Balikbayan’ visa good for one year. We tried to convince Meghan of this. Marly has a US passport but was carrying the paperwork to prove she is a dual citizen. called your visas “expert” who agreed with her that I would get only a 30 day visa. My wife and I remained quite civil and Meghan was only doing her job.

We were forced to change my ticket so I would be returning to the US on November 28th. That cost us $550.00. Of course when we arrived at Mactan I was given a visa for one year. Later we once again changed my return ticket to the original April 30 2025 date. That cost us an additional $357.00 and $5 for a phone call from the Philippines to CheapOAir in the US. Of course this episode also caused us considerable stress and wasted several hours of our time.

I complained via snail mail to their headquarters but got no response whatsoever.

I hope this information will be useful to you all.

[MikeB]

Through the years this is probably been the most discussed and argued about single topic. The BB is not a visa, it's a privilege (managed by the Dept of Tourism) that may be accorded to former Philippine citizens. The issue is that you only get it (or not) when you are standing in front of the immigration officer in the Philippines. You have to request, it's not "automatic". The airlines are within their rights to require a visa or an onward ticket to leave the country within 30 days, or deny boarding. You can request a supervisor and argue with them you may or may not win.

My wife and son went back last summer and I had miscalculated the dates so they were actually leaving the country just after midnight on the 31st day. I got an onward ticket for both on Air Asia from MNL to Taipei within the 30 day departure. They have an EZ Cancel option that you pay a little more and get refunded full price or 80% for a little less. It's an actual ticket so no worries about them checking PNRs. Had no problem getting refunded to CC.

 

[JJReyes]

Alaska Airlines recently purchased or merged with Hawaiian Airlines.  I think the Alaska Airlines name will be used.  It may result in better training for Alaska staff because one of the reasons for the merger is to increase their service to Asia.  Trans-Pacific routes are extremely profitable for airlines.  They better get familiar with the travel requirements.

[Joey G]

2 hours ago, MikeB said:

The BB is not a visa, it's a privilege (managed by the Dept of Tourism) that may be accorded to former Philippine citizens. The issue is that you only get it (or not) when you are standing in front of the immigration officer in the Philippines. You have to request, it's not "automatic".

Exactly this...  to be fair to Alaska Airlines... they have no idea what will happen when you land in the Philippines. and if something goes "wrong" they have to pay for it.   If one wants to point the finger... point it at the Philippines for creating  a "way to stay for a year" that can't be provided by the Philippines before one flies... like a "visa".   

[Guy F.]

4 hours ago, MikeB said:

Through the years this is probably been the most discussed and argued about single topic. The BB is not a visa, it's a privilege (managed by the Dept of Tourism) that may be accorded to former Philippine citizens. The issue is that you only get it (or not) when you are standing in front of the immigration officer in the Philippines. You have to request, it's not "automatic". The airlines are within their rights to require a visa or an onward ticket to leave the country within 30 days, or deny boarding. You can request a supervisor and argue with them you may or may not win.

My wife and son went back last summer and I had miscalculated the dates so they were actually leaving the country just after midnight on the 31st day. I got an onward ticket for both on Air Asia from MNL to Taipei within the 30 day departure. They have an EZ Cancel option that you pay a little more and get refunded full price or 80% for a little less. It's an actual ticket so no worries about them checking PNRs. Had no problem getting refunded to CC.

 

It IS automatic. In at least 15 trips to the Philippines we have never had to ask for it. We have had a similar problem with no other airline. I've checked, and Balikbayan is indeed a program and not a visa. My point about not having such a problem with any other airline still stands.

Edited October 30 by Guy F.
Two more sentences.

[MikeB]

37 minutes ago, Guy F. said:

It IS automatic.

I won't argue it, but is it really worth the stress of dealing with this when you can easily buy a cheap onward and get most or all your money back? 

My wife departed the international part through Toronto and the gate agent was really grilling her about the length of stay since she was just over 30 days. That ended when she showed the onward ticket. The trip is bad enough and life is short (especially at my age), not worth stressing about something like this when there's an ez and cheap solution. 

[JJReyes]

4 hours ago, MikeB said:

The BB is not a visa, it's a privilege (managed by the Dept of Tourism) that may be accorded to former Philippine citizens.

The Dept of Tourism designed and lobbied for the balikbayan program to increase visitor arrivals.  Originally temporary, the government decided to make it permanent due to popularity.  It administered by the Bureau of Immigration.  Similarly, SRRV is independently funded and administered. But the visa final approval and issuance are still done by BI.

[GeoffH]

It's because of situations like this that I always buy an onward ticket reservation.

For less than $20 it's cheap insurance.

In 8 years and roughly 20 trips I've only needed it twice but both of those would have cost me hundreds of dollars if I'd not had it.

Or buy a fully refundable ticket within the 30 day period.

[KC813]

As others said this is one of those problems that comes up now and then, especially when dealing with inexperienced agents and supervisors.  Alaska now uses a link to Timatic to look at visa requirements but probably few have the experience to look closely at what pops up on their screen.  Here is what they should see on Timatic:

Description

Travelers need a visa to visit Philippines for Business or Tourism for more than 30 days. Travelers do not need a visa if staying for 30 days or less.

Travelers must have proof of a return ticket or onward travel.

Details and exemptions

Travelers who are Balikbayans, or former Filipinos, can enter the Philippines without a visa and stay for up to one (1) year. To qualify, they must have a passport that is valid for at least six months beyond their intended stay in the Philippines, as well as proof of their former Philippine citizenship, such as an old Philippine passport or a PSA-authenticated birth certificate. Travelers are not required to present return or onward tickets upon entering the Philippines.

Foreign spouses and children of Balikbayans can also take advantage of this privilege if they are traveling with the Balikbayan. They must present proof of their relationship, such as a marriage certificate for the spouse and a birth certificate for the children.

I have seen agents only read the top part and have to be directed to click on the “details” link.  I like Goeff's advice;  be prepared for a snafu and avoid the stress!

[Guy F.]

We didn't have the time to do anything but change the return tickets that we had.

If you stay for several months wouldn't you need to go thru the multiple hassles of renewing your visa periodically if you enter on a 30 day visa using a throw-away ticket?

The fact that I got no response from Alaska Airlines to a written complaint is a bad omen on its own merits.

Edited October 31 by Guy F.