When a woman in her 70s arrived for her Boise-to-Seattle flight without the correct portable oxygen machine for travel, Kathy Reissig called the guest’s medical-equipment supplier, which agreed to do an exchange if the woman returned to the store. But the woman had arrived at the airport by taxi, so Reissig drove her in Reissig’s own car—20 minutes each way—to make the exchange. Reissig also reticketed the woman for a later flight, and called the guest’s family members in Seattle to let them know about the change.
“I care about people,” says Reissig, a Boise-based Customer Services Supervisor who has been with the airline for nearly 35 years, doing jobs ranging from ticketing, boarding and baggage/cargo handling to deicing and marshaling aircraft, on her way to becoming a supervisor.
My experience allows me to help wherever I’m needed. I consider our agents my first customers, and I always want to do the best I can for them and partner with them. I get thanked a lot for jumping in and being an extra hand. It’s a small thing that goes a long way.”
Kathy Reissig
She is also known for being calm, kind, nurturing, respectful and friendly with team members and guests, and requiring utmost attention to safety, regulations compliance and service. “We get to connect with people from different walks of life, and that is fun,” she says.
We have these wonderful people who get on an airplane, and they are trusting that we are doing what we’re supposed to do, and our job is to make sure that we do everything we’re supposed to do, every day.”
Reissig joined Horizon after high school, when a travel agent uncle noted that airlines have good travel benefits. “He was right—our family has had marvelous vacations,” she says.
She also loves the daily variety of her job, the scheduling flexibility and the employee camaraderie.
We are like a family. I always tell guests, ‘You are in good hands,’” she said.
Taking the call: Reservations Agent Kevin admits ‘We all need help sometimes’
On a shelf in Kevin Tobey’s home office near Seattle is a baseball signed by Seattle Mariners great Edgar Martinez. Martinez signed the ball after Tobey threw it for a ceremonial first pitch during Edgar Martinez Appreciation Weekend in Seattle in 2019. Martinez was being honored for his induction into the National Baseball Hall of Fame, and Alaska Airlines, the Official Airline of the Seattle Mariners, asked Tobey to make the pitch as a 2019 inductee to the airline’s version of the Hall of Fame—its Legends of Customer Service. Today, Tobey’s Legend plaque is next to the ball on his shelf.
Kevin Tobey
“I jumped at the chance to throw the pitch,” says Tobey, a 25-year employee of Alaska Air Group, who used to play softball recreationally. “It wasn’t a great toss, but I got it to the plate!”
Tobey says he often looks at the ball and the plaque and reflects on how lucky he feels to work for Alaska and to have won the award: “I was humbled to be chosen. There are so many amazing Alaska employees. I’m just a guy who sits down and tries to do his job well every day.”
Originally from Coos Bay, Oregon, Tobey began working for Horizon Air in Seattle in 1994. He worked as a Ramp Service Agent until 2012, when, after a knee injury, he had a chance to work in Reservations at Alaska. He expected to return to his old job, which he liked, but he found the role of a Reservations Sales Agent fit with his love for talking with people and offering assistance.
I found a home,” Tobey says. “I had the gift of gab and the heart to help.”
Tobey is admired for his caring approach with callers and for the ways he helps friends and strangers in a pinch—ranging from taking on shifts during holidays to stepping up for extra projects, to collecting goods for disaster-relief efforts. Tobey says it just gives him a good feeling to assist people when he can.
We all need help sometimes,” he says. “Give me a call. I’ll take care of you.”
QUESTIONS & ANSWERS
What do you like most about your job?
I work with amazing people at an amazing airline that supports my decisions and allows me to do what’s right. Also, I get to be at the forefront of a person’s travel experience. I’m the first line of contact.
How do you provide good service?
I take every call as though it’s my first call. I still truly want to help the person on the other end asking me something I’ve been asked a thousand times. I know that for them, calling in, it’s the first time.
What is most important to you in life?
My wealth is in my kids and what they do. My son is a police officer. One daughter is in the National Guard. One daughter is a teacher. I have two granddaughters and a grandson, and I’m expecting another grandchild through adoption.
What do you always take on a flight?
A good book and a good attitude. I always appreciate that my job allows me to travel. For me, growing up, it was a really special thing to fly. I still don’t take it for granted.
KUDOS FROM KEVIN’S CO-WORKERS
“I walk away with a smile after speaking with Kevin. He exudes such positive energy, and it makes me want to talk with him more. He also does an excellent job advocating for guests.” -Jeanne D., Director Reservations, Seattle, Boise and Phoenix
“Kevin exemplifies Alaska Airlines values to a T. Our guests love him; he gets a lot of kudos; and he’s highly thought of by the leadership team and his co-workers.” -Shari T., Reservations Manager, Seattle
“Kevin is a very passionate and dedicated employee who truly cares about Alaska’s guests and others. He is always thinking of others and will drop everything to help.” -Mary A., Managing Director, lnflight Strategy and Support, Seattle
“Kevin makes his job fun. And for those who have an opportunity to be around him when he’s in the office, it makes it fun for the whole group.” -Ayana J., Supervisor, Reservations, Seattle
Sports equipment flies for just $30 on Alaska Airlines
Alaska Airlines works behind the scenes looking for ways to make the travel experience as seamless as possible for our guests. And knowing that adventures are always better with the right gear, we’ve waived oversize and overweight fees for most sports equipment. Guests can check the equipment on this list for the same cost as any other checked bag.
This means that most sports equipment that exceeds our normal checked baggage weight and dimensions flies for only $30 for the first bag. This is a big win for sports enthusiasts and sports teams who can take their gear along as one of their two checked bags. In the past, many of these items have carried an oversize fee of $75.
As an added benefit for our MVP Gold 75K, MVP Gold, MVP, First Class and Club 49 guests, sporting equipment on the approved list now counts towards their free checked baggage allowance. The same applies for the free checked bag benefit for Alaska Airlines Visa Signature® cardholders. Additional baggage charges apply for items that exceed the free checked baggage allowance.
The same sports-equipment policy applies to any itinerary that begins with an Alaska Airlines-issued ticket, including Horizon Air and SkyWest-operated flights. For a complete list of Alaska’s baggage fees, refer to the baggage policies page on Alaskaair.com.
Alaska accepts sports equipment listed below as checked baggage, provided each piece is properly packed in a soft- or hard-sided case designed specifically for the equipment. Overweight fees will apply if the packed sporting goods cases contain other items that make a case too heavy.
Accepted sports equipment:
Archery
Bicycles
Boogie boards
Bowling
Golf Clubs
Skis/Snowboard
Fishing
Hockey/Lacrosse
Pole Vaults
Scuba
Skateboards
Surfboards/Paddleboards
Windsurfing
Note: Pay only $30 for your first bag and $40 for the second. Size and weight limits apply. If you are an Alaska Visa Signature Card holder you can get your first checked bag FREE — it must weigh 50 pounds or less and have a maximum dimension of 62 linear inches (length + height + width) to avoid additional charges. See alaskaair.com/bagrules for complete baggage rules.
This post was first published in July 2017, and updated Sept. 21, 2020, to clarify current policies.
What if I used miles? If you used miles to purchase your ticket for a ticket that falls within one of our flexible travel policies we’ll re-deposit the miles in your Mileage Plan account.
How long does it take to retrieve the miles back into My Account? Your miles will be back in your account in 24-48 hours.
What if I used a companion fare? If the expiration date for your companion fare discount has passed, it will be forfeited. If your companion fare discount would have still been valid for ticketing on the date you canceled, please contact Reservations and we will issue a new certificate.
What if I purchased a nonrefundable First Class, main, or award ticket? If you purchased a nonrefundable First Class, main, or award ticket for travel that falls within one of our flexible travel policies, you may change without fee or, cancel your trip and deposit the funds into your My Account wallet or credit certificate via email.
What if I purchased a Saver fare? If you purchased a Saver fare that falls within our flexible travel policy, you may cancel your trip and deposit the funds into your My Account wallet or credit certificate via email.
What do I do if I’ve already paid the change fee? If you were recently charged a fee for a change or cancellation made to a trip that now falls under one of our flexible travel policies, please contact Reservations. We’ll take care of the change fee to your original form of payment.
What if I purchased my ticket through Expedia? Or another third-party website? If you purchased your tickets through a third party, such as Expedia, another travel agency, or another airline, contactthem directly for assistance.
We’ve been fielding questions from guests and employees alike about air quality onboard aircraft. While Dr. John Lynch, one of our University of Washington medical directors, has advised coronavirus is not thought to be airborne, our planes are equipped with systems that contain two HEPA, or High Efficiency Particulate Air filters. They’re the same kind of filters found in hospital operating rooms.
“It’s not a self-contained tube with the same air for a six-hour flight,” said Constance von Muehlen, senior vice president of maintenance & engineering. “The air in a cabin comes from the top and flows out from your feet. In fact, there’s a large portion of air that comes directly from outside. Within a three-minute period you get completely new air in the entire cabin.”
If guests want more filtered air, they can simply open the vent above them. It’s important to note that the flight deck, galley areas, and lavatories get air directly from outside the aircraft. That air also gets directly exhausted outside.
Alaska Airlines has one of the newest fleets in the country which ensures our planes have the latest filtration technology in use. Our filters are changed according to manufacturer guidelines.
Studies have shown due to the frequency of cabin air recirculation, that the air onboard planes can be better than the air found in many office buildings.
Is it safe to travel? Top questions answered by health & industry experts
Posted: 3 p.m. PT March 6
Every day seems to bring new developments related to the coronavirus, and the uncertainty of the disease is unsettling. Many people are understandably anxious about the virus, so we’ve compiled answers to the most-asked questions we’re hearing from guests with our health and industry experts about COVID-19.
First, our hearts go out to those around the world who’ve been impacted by the virus. We want you to know, we’re doing everything we can to take care our guests and employees and keep everyone safe in the air and on the ground, including:
Offering flexible travel options for our guests who later decide not to travel because of concerns related to the coronavirus. Visit alaskaair.com for further details.
Is it safe to travel in the United States? Specifically, to and from Seattle?
Yes, as the Centers for Disease Control and Prevention (CDC) and expert medical doctors have advised, it is safe to fly to and from Seattle and across our network.We are following all CDC guidance and going above & beyond to ensure that our guests and employees are safe. The risk to healthy people remains low.
As everyone knows, the COVID-19 outbreak continues to evolve. We’re having ongoing discussions with infectious disease experts from the University of Washington andthe CDC to determine if it is safe to travel. The guidance from the CDC has not changed sincethe director said that the risk to the general public remains low and encourages Americans to go about their lives, including travel to and from California, Oregon and the state of Washington.–Max Tidwell, Vice President of Safety & Security
What parts of Alaska Airlines’ planes get cleaned after each flight?
We’ve always had robust cleaning processes on our aircraft and will continue using disinfectants that are effective against viruses to ensure the safety of our guests and employees.As an extra level of precaution, we’ve implemented an enhanced aircraft cleaning process between our flights that are on the ground longer than an hour at our hubs. We’re focusing more attention on the areas of the cabin which are touched most frequently such as arm rests, seat belts, tray tables, overhead controls including air vents, light buttons, call buttons and exterior and interior door handles to lavatories. All our aircraft that remain on the ground overnight get a thorough cleaning. In addition, our crews are also cleaning front and back of seats, window shades and handles to carry-on compartments. – Celley Buchanan, Director of Operations Support Services
Do Alaska Airlines’ airplanes use HEPA filters in the air vents? If so, how effective are they and how many planes have them?
Yes. EveryAlaska Airlines aircraft usesHigh Efficiency Particulate Air (HEPA) filters as part of our recirculation air systems. HEPAfilters are believed to be effective to 99.95% or greater in removing particulate contaminants in the air.Through a combination of outside air and recirculated air, theair in the cabin is completely replacedby our air flow system approximately every 2 to 3minutes.–Constance von Muehlen, Senior Vice President of Maintenance and Engineering
We know that the HEPA filters in Alaska Airlines aircraft are robust and effective at filtering many pathogens from the air. But does this coronavirus float around in the air?
At this time, there is no evidence that the virus floats in the air leading to infection farther away. Current understanding about how the virus that causes coronavirus disease 2019 (COVID-19) spreads is largely based on what is known about similar coronaviruses. The virus is thought to spread mainly from person-to-person.
Between people who are in close contact with one another (within about 6 feet).
Through respiratory droplets produced when an infected person coughs or sneezes.
It may be possible that a person can get COVID-19 by touching a surface or object that has the virus on it and then touching their own mouth, nose, or possibly their eyes, but this is not thought to be the main way the virus spreads. The virus is fragile and does not live long on surfaces. – Dr. John Lynch, M.D., M.P.H.
If I travel, what are some things I can do to prevent getting sick?
Great question! Probably the most important thing you can do to prevent getting sick while traveling is to wash your hands frequently. This means washing your hands not only before eating and after using the bathroom, but also multiple times throughout the day. Another helpful recommendation is to wipe down high touch surfaces, like tray tables and arm rests.– Dr. John Lynch, M.D., M.P.H.
Are children or older adults more susceptible to the virus that causes COVID-19 compared with the general population?
There is a lot more to learn about this virus but so far it looks like it doesn’t peer to be very harmful for children. For most healthy adults this infection may be more like the flu. At the same time, it does seem to be much more dangerous for older adults and people who have medical issues with their hearts, lungs and kidneys or who may be immunosuppressed.– Dr. John Lynch, M.D., M.P.H.
How effective is wearing a mask or gloves?
The CDC,who advise the country on public health,recommends people wear a face covering or face mask to protect themselves from respiratory illnesses, including COVID-19. Gloves can be worn but are not advised unless the person is contacting blood or bodily fluids. Most people who wear gloves tend to not wash their hands as much, which is the most important thing we can do to prevent COVID-19, influenza or many other infections. – Dr. John Lynch, M.D., M.P.H.
What is Alaska Airlines doing to sanitize its gates, Hubs?
At every airport we serve, we’re encouraging our employees to sanitize work areas before and after they perform tasks, including gate and check-in counters, kiosks, bag sizers and stanchions. The safety of our guests and employees is our top priority. We are also working with our janitorial partners and teams at airports we serve to set up additional cleaning runs to sanitize work surfaces.– Wayne Newton, Vice President of Airport Operations & Customer Service
Amid the COVID-19 outbreak, the Seattle-Tacoma International Airport (SEA) announced it’s taking extra measures to safeguard the health of its employees and passengers at its facilities. Actions include increasing cleaning frequency at high-touch point areas, including escalator handrails, elevator buttons and ticketing kiosks and installing more hand sanitizer at security checkpoints, jet bridges, boarding gate locations and ground transportation centers.
What about in Alaska’s Lounges?
We’re operating as safely as possible in our lounges, taking every precaution we can to reduce the spread of germs. At the reception areas, we’ve paused the use of fingerprint scanners and added multiple hand sanitizer bottles at the check-in desk. We also encourage you to hold out your boarding pass to our staff, rather than passing your phone or boarding pass to them.At our buffet area, you’ll continue to see our team members wearing gloves. We have also increased the frequency that we wipe down surfaces with sanitizing solution and wipes. At the buffet, we’re frequently replacing serveware (especially tongs and serving spoons) and at the bar we’re only pouring into new glasses.We’re also encouraging guests to #FillBeforeYouFly. We’ve reduced the water towers to prevent personal water bottles from touching the spouts. Instead, we encourage you to use one of our water bottle filling stations or head to the bar and we will fill up your water bottle for you. – Alex Judson, Lounge Product Manager
John Lynch, M.D., M.P.H., is a board-certified physician and medical director of Harborview’s Infection Control, Antibiotic Stewardship and Employee Health programs. Dr. Lynch is also a UW associate professor of Medicine and Allergy and Infectious Diseases. He earned his M.D. and M.P.H. from the University of Washington. He conducts research on healthcare-associated infections. At the UW School of is a board-certified physician and medical director of Harborview’s Infection Control, Antibiotic Stewardship and Employee Health programs. Dr. Lynch is also a UW associate professor of Medicine and Allergy and Infectious Diseases. He earned his M.D. and M.P.H. from the University of Washington. He conducts research on healthcare-associated infections. At the UW School of Medicine.
See how we’re taking our cleaning process to the next level
Posted: 2 p.m. PT March 4
In the last couple of weeks, we have seen the coronavirus (COVID-19) situation shift rapidly in the UnitedStates. Our hearts go out to those around the world who’ve been impacted by the virus.
The director of the U.S. Center for Disease Control & Prevention (CDC) who advise the country on public health, has said that the risk to the general public remains low and encourages Americans to go about their lives, that includes travel to California, Oregon and the state of Washington.
We’ve always had robust cleaning processes on our aircraft and will continue using disinfectants that are effective against viruses. As an extra level of precaution, we’ve implemented an enhanced aircraft cleaning process between our flights that are on the ground longer than an hour at our hubs. We’re focusing more attention on the areas of the cabin which are touched most frequently:
Arm rests
Seat belts
Tray tables
Overhead controls: air vent, light button, call button
Exterior and interior door handles to lavatories
All of our aircraft that remain on the ground overnight get a thorough cleaning. In addition to what’s mentioned above, our crews also add these areas:
Front and back of seats
Window shades
Handles to carry-on compartments
Actions we’re taking to keep guests & employees safe
Updated 7:30 p.m. March 2 | Posted: 8 a.m. PT March 2
Every day seems to bring new developments related to the coronavirus, and the uncertainty of the disease is unsettling. Our hearts go out to those around the world who’ve been impacted by the virus.
It can be tough to keep track of what’s going on – and maybe even tougher to decide whether to make or keep your travel plans.
First things first, we’ve always had robust cleaning processes on our aircraft and will continue using disinfectants that are effective against viruses. We’re also working closely with health experts from the University of Washington and following guidance from the Centers for Disease Control to help keep our people and guests safe.
What we’re doing, starting March 2:
On the plane
We’re enhancing aircraft cleaning between flights and will continue to evaluate our cleaning procedures. This is in addition to the regular cleanings between flights.
We’re slightly adjusting our beverage service and will temporarily not be refilling used cups, including in First Class. We encourage you to #FillBeforeYouFly to help us reduce our onboard waste. Our regular food and beverage service is not affected.
Flight attendants may wear gloves during our food and beverage service.
We’re also suspending warm towel service in First Class. We’ll reevaluate this again in two weeks. We will discontinue onboard recycling for two weeks, in order to reduce touching passenger-handled materials. We’ll continue to collect and recycle materials on Horizon Air’s simplified beverage service of water and orange juice.
We’re encouraging guests to travel with hand sanitizer or anti-bacterial wipes out of an abundance of caution. Wipes can be used to clean armrests and tray tables. Note: The use of commercially available cleaning wipes on our leather seats can deteriorate the top coat of the leather. The wipe might look dirty, but it’s actually the leather dye color that’s coming off.
At the airport, in our lounges & our company offices
We’re deploying hand sanitizer to all airports and company offices for use in our crew and break rooms, lounges, ticket counters and gates.
We’re pausing the use of fingerprint biometric scanner in our lounges effective immediately.
We’re in communication with our major airports to ensure appropriate cleaning for public spaces.
Looking after our guests
We’re offering flexible travel options for our guests. View full details at alaskaair.com.
Based on advice from medical experts in infectious disease, we’re urging guests not to travel if they’re sick with an acute respiratory illness.
We’re also requiring all guests and employees to wear a mask while traveling. Learn more.
It never hurts to wash your hands. The CDC recommends washing your hands for at least 20 seconds with soap and clean running water. Don’t forget the backs of your hands, between your fingers and under your fingernails, and dry your hands with a clean towel or let them air dry.
While fall is arriving and many states ease restrictions around the Coronavirus, travelers (like myself) are eager to get out of their homes and enjoy the fall goodness — safely.
For folks wondering if it is safe to travel right now, it depends on a few things:
How you plan to get there (you’re safe flying thanks to Alaska’s Next-Level Care).
Where you want to go & the rates of infection in that destination.
What you do when you get there.
Without a vaccine, there’s no guarantee any place other than your home is safe. But it’s possible to lower the risks associated with travel by simply wearing a mask, washing your hands and social distancing (check out my tips to fly during a pandemic).
I asked some of our guests and employees their fall favorites and what could be done during the pandemic. Here are their suggestions—I can’t wait to check these off my travel list!:
Get wild in Fresno.
Enjoy a perfect fall day at Yosemite National Park, with its waterfalls, wildlife and rock formations. Since reopening in June, Yosemite has greatly reduced traffic in the park with a new reservation system to limit the number of cars and visitors entering the area. This fall, there’s a good chance you’ll witness more wildlife and less people than ever before and hopefully excellent hiking weather, making it a great time to visit. Find flights to Fresno.
Leave it all behind in Boston.
Head East to take in the splendor of New England with leaf-peeping season. Bostonians call fall the most enjoyable season and for good reason – historic and picturesque locations paint the city with bold, vibrant colors. The best displays of fall colors in the state are located in western Massachusetts where your drive will weave through regions with endless autumn hues. Closer to Boston, take in the iconic and breathtaking beauty of Walden Pond. Find flights to Boston.
Eat your feelings but don’t get lost in New York.
Like flying, apple picking may look a little different this year — think reduced capacity and making reservations ahead of time –– but thankfully the apples will still be delicious. Other good news, most of the beloved farms in New York will remain open to visitors this fall. So you’ll still get to enjoy the apple pie, cider (doughnuts & drinks) and corn mazes—just try not to get lost! Find flights to New York.
Explore peaks and valleys in Montana.
The gateway to Glacier National Park and the Canadian Rockies delivers stunning views of mountain peaks and lakes showered in oranges, reds and golds against a backdrop of evergreens. With two mountain ranges, 25 glaciers, more than 130 named lakes and 200 waterfalls, you are bound to feel at peace among the changing leaves in this million-acre park. The west side of the park changes color in mid-September and the east changes color in late September or early October. Find flights to Kalispell.
Glamp or camp off the grid in Denver.
Whether you’re looking for a campground blanketed by colorful trees near Denver or RV parks near Rocky Mountain National Park, you can enjoy the stunning natural beauty of Colorado almost anywhere, parks like the Jellystone Park at Larkspur are abiding by CDC social distancing guidelines and the state has explained how to practice greater social distancing in its great outdoors. Find flights to Denver.
Stroll down memory lane (with a cheesesteak) in Philly.
Travel back in time with a visit to Philadelphia, where history collides with vibrant fall colors. It’s truly awe-inspiring to stand among the cobblestones on Elfreth’s Alley, enjoy a calming walk (with a philly cheesesteak, even better) in the Morris Arboretum or stroll along Philadelphia’s Benjamin Franklin Parkway for richly cultured locations immersed in a canopy of autumn colors. Typically the fall foliage in Pennsylvania is best viewed in late October or early November. Find flights to Philadelphia.
Get back to basics with a pumpkin spice latte in Seattle.
Leave the umbrella at home (locals don’t use them anyway) & get ready to grab a Starbucks brew, it’s basically a right of passage in Seattle. If you’re looking for an iconic coffee run, stop by Starbucks’ first ever shop located at Pike Place Market. Note, every store respectfully asks customers to follow social distancing and safety protocols recommended by public health officials, including wearing a facial covering while in their stores. You can also order ahead using the mobile app. Find flights to Seattle.
Don’t ruin your time at the beach in Cancun.
The beach is just one of the many places to enjoy while in Cancun, Mexico. The vibrant city is also home to some of the world’s most captivating ancient cities built centuries ago by the Mayans. Fall in love with dazzling ruins minutes away from your hotel, or that lie within lush jungles of the Yucatan Peninsula. No matter which ruins you choose, you’re sure to learn more about the fascinating and mysterious culture that once inhabited this breathtaking region. Don’t forget to pack comfortable shoes for walking/climbing, plenty of sunscreen and your mask! Find flights to Cancun.
Before you fly, consider quarantine requirements for your destination, as well as your own level of risk and whether you’re traveling from or to a “hotspot” so as not to increase the rate of infection.
Fly safe, happy fall!
Rain or shine you can rely on Spokane Passenger Service Agent Marsha
When Horizon’s Ground Services crew at Spokane International Airport needs early-morning help because of a storm or employee illness, Marsha Pilimai often assigns herself to arrive at 3:45 A.M. to assist with shoveling snow, de-icing aircraft, loading baggage, marshaling airplanes, and whatever else is needed.
“That way, I don’t have to mandate another employee to come in,” says Pilimai, who is dual-qualified to work in Ground Services and to do her primary job as Passenger Service Team Captain on the Duty Desk, which involves staffing, scheduling and submitting payroll information for employees at the Spokane, Wenatchee, Pasco, Walla Walla and Yakima stations.
Marsha Pilimai
She usually starts her Duty Desk shift around 8:30 A.M. in Spokane, although if Ground Services needs help anytime during the day, or even on her days off, she’ll jump in then, too. “I’ll do whatever needs to be done. They know they can count on me.”
Because she has been with Horizon for more than 26 years, she’s able to answer questions, and she’s been a great mentor. She’s known for her sense of humor and making work fun, but also for insisting on safety, and that policies and procedures are followed.
She provides co-workers with support for personal as well as work issues. “We tell people the Duty Desk here is a safe place. We do vital things like tracking hours to make sure everyone gets paid correctly, but we also provide psychologist- and mom-like caring.”
Pilimai, who worked for three years at a youth center after graduating from high school, joined Horizon after a friend let her know the airline had openings.
It’s been such a good job for me and for my family all these years,” she says. “I had flexibility to attend sports and school events when my two daughters and my son were growing up. Also, I really enjoy my job. I’ve said that I’ll be here until they wheel me out the door in my office chair.”
Questions & Answers
What do you like most about your job? The variety, the flexibility, the friendships, and participating in the Fantasy Flight event Alaska Air Group does each December at the Spokane airport. Underprivileged and at-risk kids board a flight that circles the airport, then lands, and parks at a hangar that represents the North Pole. I help with decorating and with filling gift backpacks for the children. These kids melt your heart with their stories. It gives me so much happiness to do this for them.
What’s important to you in life? I want to live life to the fullest, to do the best job I can each day, to be a good person, to be there for my family and friends. My husband and kids and our grandkids are the most important to me. And I want to be authentic. My mom always said, “Be who you are, and do what makes you happy,” and I live by that. I’m the same person at work and at home.
What do you take with you on a trip? My good walking shoes—I don’t want anything to hold me back.
Where do you like to travel? I love Disneyland. It just makes me happy.
Praise for Marsha
“Recognized as the heartbeat of the Spokane Station, Marsha is a shining example of our core values: own safety, do the right thing, be kindhearted, deliver performance and be remarkable. When the ramp needs help loading bags, Marsha steps in. If help is needed to de-ice a plane, Marsha steps in. If a guest needs assistance, Marsha steps in. She is known for going above and beyond, and being loyal to Horizon and the employees she works with each day. Marsha is also heavily invested in the Spokane Fantasy Flight, joyfully preparing for the many kids taking a trip to ‘the North Pole.’ In addition, her door is always open for anyone needing guidance. She is trusted, highly respected and a wonderful example.”—Matt P., Horizon Vice President of Station and Inflight Operations, Seattle
Horizon Air employees such as Marsha Pilimai are the reason for our excellence. Join us in creating an airline people love. Visit horizonair.jobs.
Wildfire update: Alaska to resume operations in Portland and Spokane this afternoon
Alaska’s operations in Portland and Spokane are scheduled to resume at 3 p.m. Pacific time today. Horizon is also resuming its operations at both airports, but at a reduced capacity.
The 24-hour suspension of flights allowed us time to implement a new safety protocol that directs our employees to work a reduced number of hours outside when there’s poor air quality. Thick smoke is covering the Pacific Northwest due to massive wildfires across Oregon and Washington.
Our employees’ exposure over the course of their shifts will be limited to keep their air intake below unhealthy levels. To help keep them safe, they will have access to personal protective equipment, such as N95 masks.
Operations and safety teams from Alaska and Horizon met with medical professionals from the University of Washington to develop this framework for employee safety. These experts included our medical directors, as well as occupational physicians and pulmonary specialists.
The safety framework will also be used by our employees at any airport where there’s poor air quality due to heavy smoke, which includes Eugene, Medford and Redmond/Bend in Oregon, and Pasco and Walla Walla in Washington.
Posted Sept. 14 at 5 pm PT
Alaska Airlines began the temporary suspension of all flights to and from airports in Portland and Spokane starting at 3 p.m. Pacific Time on Monday, Sept. 14, as the Pacific Northwest continues to battle intense wildfires and hazardous air quality. The flight suspensions are expected to last until 3 p.m. PT on Tuesday, Sept. 15.
Across the West, fires are creating thick smoke and haze, causing very poor air quality conditions in the Portland and Spokane areas. We made the difficult decision to stop our operation so that our employees and guests can remain safe.
Alaska Airlines, along with its regional carrier Horizon Air, has canceled dozens of flights in Portland and Spokane for that 24-hour period.
Alaska and Horizon have also canceled flights at smaller airports due to fire and smoke including Eugene, Medford and Redmond/Bend in Oregon, and Pasco and Walla Walla in Washington.
Improving weather conditions in the coming days could begin to dissipate smoke in Portland and Spokane. However, other airports in the West could be impacted by drifting smoke.
Flexible travel options
Due to the smoke and unhealthy air quality in the Pacific Northwest region, our guests can change or cancel flights under our Peace of Mind waiver. Guests can easily manage their reservation online or call reservations at 1-800-252-7522 for assistance.
As always, we advise those traveling to check their flight status before departure.
Sitka employee gives car keys to guest to say goodbye to grandfather 25 years later
Ian McClure from Portland, Ore. had planned his annual fishing trip to Alaska carefully. Not only was he going to fish with his long-time friends, but he was going to see his grandfather’s final resting place.
McClure’s grandfather, Donald Pomeroy Blacketer, was a veteran in the U.S. Army Air Corps during WWII. Blacketer moved to Sitka following the war, and then settled in the Pacific Northwest, where McClure used to visit and go fishing with him when he was a kid. When Blacketer died, the family agreed that he must return to the town that he loved. His ashes were interred at the Sitka National Cemetery.
That was 25 years ago. McClure had never visited his grandfather’s grave to pay his respects. McClure decided that now was the time. He intended to visit the cemetery at the end of his fishing trip.
Alaska Guest Ian McClure and Lead Customer Service Agent Elaine O’Neill
But, McClure’s best-laid plans soon came undone. He and his friends learned (while out on the water) that their flight had been moved up an hour. Dropping everything, they rushed to the airport in Sitka, hoping to check their bags and still have time to catch an Uber to the cemetery, which was just two miles away.
They approached the Alaska ticket counter to inquire and met Lead Customer Service Agent Elaine O’Neill. O’Neill explained that the flight would be boarding in under an hour and that Sitka, a town of 9,000 people, does not have Uber or Lyft.
“That’s when I resigned myself to the fact that I wouldn’t be able to visit the cemetery,” McClure said.
That is, until O’Neill said, “Do you guys want to borrow my car?” and she handed the complete strangers her keys.
“I haven’t cried tears of gratitude in a long time, but as I drove my friends in a total stranger’s Subaru to the Sitka cemetery, I had a hard time seeing straight,” McClure said.
Not only was he able to kneel at his grandpa’s headstone, he also took photos of headstones that had been requested by other veterans’ families.
McClure kneels at his grandfather’s headstone.
McClure returned O’Neill’s car, which had been sitting on empty, with a full tank of gas.
“I thanked her from the bottom of my heart and told her that I didn’t have the words to adequately express my appreciation,” he said.
Once back home, McClure gathered his thoughts and sent a letter to CEO Brad Tilden to praise our employees. He also posted the story on Facebook (see post below, to which one of his friends wrote, “Ian, what a beautiful story. I admit I may be crying right now. The world could use some more Elaines.”
O’Neill said she was happy to help McClure and his friends.
“He filled my heart with his story,” she says. “Here at the Sitka station, we are all so happy to help anyone in need. If anyone is stranded, I never think twice to help. I just say one day someone will help me or my family……just want to pay it forward.”
Ian McClure’s original Facebook post:
Alaska employee Jim’s motto has always been “Everybody, stay safe and compliant”
When Jim Sundstedt runs a meeting, it always starts and ends on the themes of safety and compliance. And it always runs on time. Sundstedt, a 35-year Alaska Airlines employee, is known for hosting the Daily Operational Review at 0800 hours for the airline’s Maintenance and Operations division. He’s insistent on starting promptly, and he closes each meeting with the words, “Everybody, stay safe and compliant.”
“It’s not just a saying—we take it seriously,” Sundstedt explains, noting that this timeliness connects with running an on-time airline. “We do all we can to get passengers where they’re going on time. When planes need maintenance or repair—for example, changing a tire—our focus is to return the aircraft to service safely, efficiently and in compliance with regulations.”
Jim Sundstedt, Legend of Customer Service
Sundstedt is also known as a go-to source for information about airline procedures—he wrote many of them over the years. Today, he is one of six maintenance operations managers tasked with assessing the status of airplanes and providing estimates on repair times so that decisions can be made related to when planes are expected to be back in service.
Sundstedt, who grew up in Kent, south of Seattle, studied business in college but was always drawn to the airline industry. He earned an airframe-and-powerplant license in 1976, allowing him to work on planes as an aircraft technician. He worked at several airlines in Northern California in the late 1970s and early 1980s, before being hired by Alaska and returning to Seattle in 1984. Later, he went back to school and studied avionics. In 1990, he moved to Alaska’s Maintenance Control Group, where he has worked since.
“I feel blessed to have a career with Alaska that has been phenomenal,” Sundstedt says. “I’ve always loved what I do.”
QUESTIONS & ANSWERS
What do you like most about your job?
Variety is the thing I like most. Something new happens each and every day, and we get to use creative thinking to keep things running as best we can.
What advice do you have for new hires?
Don’t take your job lightly or for granted, whatever it is. And never stop learning, so that you can be better at what you do.
What are your interests outside work?
My hobbies are woodworking and home improvement. At different stages, I’ve worked on everything from building a foundation to the completion of a house. I also like fishing and travel.
What do you take with you on travels?
The first thing I take on a trip is my wife! After that, I pack a tablet with books downloaded from the library.
What’s on your travel to-do list?
When I retire, we’ll do longer trips to see the beautiful parks along the West Coast.
KUDOS FROM JIM’S CO-WORKERS
“What makes Jim a legend is that he’s always completely prepared for anything that comes up at any time. He’s very proactive and strategic.” -Steve L., Director, Maintenance Control, Seattle
“Any time you give Jim a call for a maintenance reference or a policy reference, he knows exactly where to find it-often because he most likely wrote it. He knows everything by heart.” -George K., Horizon VP, Maintenance & Engineering, Seattle
“Jim has a great wealth of knowledge. Working with him over the years has been a joy.” -Linda C., Fleet Tech Program Manager, Seattle
“Jim is devoted to our customers and has always considered what the effect of our job is on passengers …. He’s committed to safety and compliance, and he has taken that commitment and made it so that we perform at a very high level.” -Ed 8., Maintenance Operations Manager, Seattle
Our thoughts go out to those affected by the wildfires sweeping through the West Coast. You can help support charities involved with relief efforts by donating miles to the Alaska Airlines Disaster Relief Pool.
Flight Attendant Brandy Likes leads with her heart & shows people the way with kindness
Poet Maya Angelou wrote, “People will forget what you said or what you did, but they will never forget how you made them feel.” For Horizon Flight Attendant Brandy Likes, that saying about sums it up.
“I do my best to always live my life making those that I cross paths with feel happy,” she says.
Likes came to Horizon 10 years ago to take her dream job as a flight attendant. After working for Nordstrom for 14 years, she was ready to spread her wings. But while Likes is known for delivering outstanding customer service in the air, she’s also been a pathfinder for Horizon on the ground.
Brandy Likes
Likes is a founding member of QX Factor, a program launched in 2016 by frontline employees to bring new energy to the employee experience at Horizon. Deeply committed to the effort, she helped design the program, worked on course content and even helped facilitate sessions.
It was, as she says, an amazing experience.
“What I came away with was a better appreciation for my coworkers – not just crew members, but coworkers from across all aspects of the company,” Likes says.
Likes is also an Employee Assistance Program (EAP) representative for inflight employees and is heavily involved in the Local Forum and Station Advocate programs. She’s also a facilitator for First Class, the company’s new employee orientation.
“Teaching this class makes my heart smile,” she says. “Being part of an employee’s first experience with the company is something special, and their enthusiasm is always reinvigorating. And then, seeing them later at the airport or on the plane, it’s so fulfilling.”
A self-described ‘people person,’ Likes admits that she must regularly budget extra time getting to her flights as she’s often chatting with others.
“From seeing the crews in the crew room, catching up with ground crew and CSAs and, of course, greeting guests, it’s always an adventure, and every day will be different” Likes says.
That’s what she loves about her job. In fact, she says she couldn’t see herself doing anything else.
Likes and her husband have two children and a dog. They are an adventuring family. In-between school and sports, they are always traveling somewhere—most recently moving across the country.
“Brandy has added so much value to the culture of our company that it is hard to measure,” said Matt Prainito, VP of station and inflight operations. “She has truly been integral leading continuous improvement efforts at Horizon Air, all in the name of making things better for her coworkers.”
From one anxious flyer to another: Here’s how to travel during a pandemic
Let me start by saying, I am terrified of the Coronavirus.
Having a close family member with cancer and personally battling asthma puts me at “high-risk” for getting the virus. So when it came time to decide whether my fiance and I would go through with travel plans we made a year ago, it was a tough call.
We went for it.
Knowing we quarantined well & were symptom-free, we chose to fly Alaska Airlines round trip from Seattle to Boston. I want to share our journey because we love to travel and if people don’t start flying again, we could lose this incredible way to connect with the people & places we love most and the rich experiences that come with flying around the world.
Travel wasn’t as scary as I thought.
Boston Logan International Airport sure knows how to social distance, check out those blocked seats!
Even though I work for an airline, the fear of flying was real. But it was scarier in my head than in real life. I worried people wouldn’t keep their distance or wear masks. I was even concerned about touching bins through security and standing too close to people, but none of that happened. Most airports, TSA and airlines (plus fellow travelers) seemed to be taking serious precautions to ensure everyone’s safety.
It was next-level.
You can tell Alaska Airlines has put a lot of thought & care into every step of its guests and employees’ travel journey. From blocking middle seats to placing plexiglass and social distancing stickers at every touchpoint in the airport—the preparedness shows.
My fiance & I ready to travel! JFYI families or parties that wish to sit together can upon request.
Planes have also never seemed so clean. I’ve always been the type-A traveler who brings wipes onboard to sanitize everything (this trip was no different) but I’ve never heard a flight crew announce to their guests when the aircraft was last cleaned, that was a nice touch.
Alaska also has an effective mandatory mask policy that not only encourages compliance, it empowers their flight attendants to hand out a yellow card to a guest who isn’t wearing a mask, which could put them on a no-fly list if they don’t comply.
It’s nice to know everyone is helping to keep everyone safe. Unless you are a child under the age of two you must wear a mask, bandana or neck gaiter (face shields alone don’t count)—whether we like it or not, they are proving to be effective. Plus, I ran a half marathon while wearing one so I believe in you!
Alaska has you covered.
Currently, Alaska’s food & beverage service is still limited to reduce interaction onboard but they are offering some snacks and drinks—you can check out what they’re serving ahead of time on their website.
Thankfully, if you lose or break your mask during your trip, Alaska has you covered & you can ask for one free of charge. They also offer EO sanitizing wipes with a relaxing natural lavender scent (unscented wipes are also available). And, if you have to use the bathroom, Alaska’s aircraft & lounges have the freshest smelling Antica Farmacista foaming soap, which is so much nicer than generic soap.
Alaska’s inflight entertainment also has new movies and old favorites you can stream (like all the Harry Potters), a free chat feature (so I could text my mom I was OK) and free Headspace listening sessions (which usually cost $$$) so I was feeling namaste the whole way instead of stressing out.
All in all, I felt safe and at ease.
Travel is different, but better.
Day-of travel is much like it used to be. You still get a boarding pass, walk through security and hop on a plane. That being said, the prep work leading up to your travel day and what you do when you get to your destination may be different.
Here’s what I mean:
Airports are judgment-free [fashion] zones.
As you can see, I wore the trendiest eyewear of 2020—I’m sure a pair of regular glasses or sunglasses would have sufficed—because I wanted to feel safe & secure (even if my ego felt the opposite). You can make the jetway your runway, too, by wearing things like a hooded sweatshirt, pants, high socks and closed-toe shoes—whatever helps cover up!
Never have I ever packed this.
We also packed our own snacks and filled our reusable water bottles at touch-free fill stations. #FillBeforeYouFlyCan’t go wrong packing hand sanitizer & gloves (just be careful not to catch your zipper on your gloves). And, yes. That is a fanny pack. Who doesn’t like to have all their essential items easily accessible?
I packed a 3-ounce bottle of disinfectant spray, knowing I would use it on almost anything I would touch that day, especially on my luggage before stepping foot into my in-law’s house. I’ve never sanitized my luggage before but I’m not taking any chances these days.
Packing multiple pairs of hospital-grade gloves was also a first for me. I know some don’t agree with using gloves as a precaution, but they came in handy (see what I did there?!) when I needed to wipe down high-touch areas like airport seating, drinking fountains and bathroom stalls, etc.
I’ve also never had to pack or wear a mask before for a travel experience. We were lucky enough to be gifted N-95 masks, which we wore under a fabric mask. I’ll be honest, it was difficult to breathe, but it made me feel safer. My advice?Try out different masks at home before your flight—there are so many, you just have to find which one is right for you. I firmly believe wearing a mask (of any kind) was the main reason we tested negative for COVID-19 when we returned from our trip.
Keep your mask & air clean.
Don’t forget to turn on your air vent for your own personal air bubble!
Before traveling, I researched how to properly take off & store your mask if you need to eat or drink, which is allowed. According to Duke University of Medicine, you should store your mask inside a bag to keep the inside from touching other surfaces or being exposed to the air. But don’t worry, Alaska’s planes have hospital-grade HEPA filters that clear 99.95% of germs in the air.
Wash up when you get there.
Although unnecessary, we disinfected our bag(s) at our final destination, took showers and washed the clothes we wore while traveling plus shoes before we unpacked. You gotta do what you gotta do to feel more confident about traveling.
Download Alaska’s mobile app before you go. It’s easy to use and makes your trip almost entirely touch-free. With the app, you’re able to get your boarding pass right on your device, change seats and prepay for your bags. The app also keeps you up to date on your flight status, gate changes and boarding notifications. Soon, the app will also allow you to print your bag tags without needing to touch the kiosk. Learn more.
It’s also important to note some states have strict quarantine rules & travel restrictions in place due to COVID-19, so check out travel advisories before you go!
Have a great flight!
Leaving your house, let alone stepping foot onto an airplane right now might seem like a challenging task—but I’m here to remind you, it’s possible. If someone as high-risk as myself can do it and come back healthy, we all can. All it takes is doing things a little differently to enjoy the people, places and experiences that we get from travel.
If guests want more filtered air, they can simply open the vent above them. It’s important to note that the flight deck, galley areas, and lavatories get air directly from outside the aircraft. That air also gets directly exhausted outside.
John Lynch, M.D., M.P.H.,
Enjoy a perfect fall day at Yosemite National Park, with its waterfalls, wildlife and rock formations. Since reopening in June, Yosemite has greatly reduced traffic in the park with a new reservation system to limit the number of cars and visitors entering the area. This fall, there’s a good chance you’ll witness more wildlife and less people than ever before and hopefully excellent hiking weather, making it a great time to visit.
Head East to take in the splendor of New England with leaf-peeping season. Bostonians call fall the most enjoyable season and for good reason – historic and picturesque locations paint the city with bold, vibrant colors. The best displays of fall colors in the state are located in western Massachusetts where your drive will weave through regions with endless autumn hues. Closer to Boston, take in the iconic and breathtaking beauty of Walden Pond.
Like flying, apple picking may look a little different this year — think reduced capacity and making reservations ahead of time –– but thankfully the apples will still be delicious. Other good news, most of the beloved farms in New York will remain open to visitors this fall. So you’ll still get to enjoy the apple pie, cider (doughnuts & drinks) and corn mazes—just try not to get lost!
The gateway to Glacier National Park and the Canadian Rockies delivers stunning views of mountain peaks and lakes showered in oranges, reds and golds against a backdrop of evergreens. With two mountain ranges, 25 glaciers, more than 130 named lakes and 200 waterfalls, you are bound to feel at peace among the changing leaves in this million-acre park. The west side of the park changes color in mid-September and the east changes color in late September or early October.
Whether you’re looking for a campground blanketed by colorful trees near Denver or RV parks near Rocky Mountain National Park, you can enjoy the stunning natural beauty of Colorado almost anywhere, parks like the Jellystone Park at Larkspur are abiding by CDC social distancing guidelines and the state has 
Travel back in time with a visit to Philadelphia, where history collides with vibrant fall colors. It’s truly awe-inspiring to stand among the cobblestones on Elfreth’s Alley, enjoy a calming walk (with a philly cheesesteak, even better) in the Morris Arboretum or stroll along Philadelphia’s Benjamin Franklin Parkway for richly cultured locations immersed in a canopy of autumn colors. Typically the fall foliage in Pennsylvania is best viewed in late October or early November.
Leave the umbrella at home (locals don’t use them anyway) & get ready to grab a Starbucks brew, it’s basically a right of passage in Seattle. If you’re looking for an iconic coffee run, stop by Starbucks’ first ever shop located at Pike Place Market. Note, every store respectfully asks customers to follow social distancing and safety protocols recommended by public health officials, including wearing a facial covering while in their stores. You can also order ahead using the mobile app.
The beach is just one of the many places to enjoy while in Cancun, Mexico. The vibrant city is also home to some of the world’s most captivating ancient cities built centuries ago by the Mayans. Fall in love with dazzling ruins minutes away from your hotel, or that lie within lush jungles of the Yucatan Peninsula. No matter which ruins you choose, you’re sure to learn more about the fascinating and mysterious culture that once inhabited this breathtaking region. Don’t forget to pack comfortable shoes for walking/climbing, plenty of sunscreen and your mask!
