William S. Ayer
Chairman, President and Chief Executive Officer
Alaska Airlines and Alaska Air Group
Dear Mr. Ayer,
I recently took a flight from Anchorage, Alaska to Seattle, Washington on Alaska/Horizon. I can only begin to imagine how difficult it is to run an airline in the current economic and security environment and at the same time create […]

Mistakes certainly happen but how you recover from them can make a lasting impression on your customers.
Recently, I took my son to a doctor’s appointment. After a 45 minute trip to get to there, park and make our way through the building, we were informed nonchalantly that the appointment had been canceled earlier that […]

I arrived at a beautiful castle-converted-to-Hotel in England a few years ago with a very messy, noisy head cold. They had a lovely restaurant on the premises, but I was not in the mood to eat among strangers. We were pleasantly surprised when the hotel was willing to honor our request and make an exception […]