Kind of a surrealistic experience today.
We had a trip planned for late June to do the half marathon in Anchorage. Got all the cancellations taken care of easily, except for the Alaska Air flights. Went to their website and found that I could only cancel by a phone call. That seemed strange, but OK.
Called them up and after stating my issue ("Cancel reservation") the roboagent said there was a long wait but I could take care of it right away by text messaging. OK, that's fine.
Immediately got a text from an agent and went through the whole thing with him by text. Then after he said they would give me credit but minus $250 in cancellation fees, he suddenly said "due to privacy concerns we can't handle cancellations by text. Please use our website or call this phone number."
Then they immediately wanted me to fill out a survey on how much I liked their text support. Boy, did they ever find out!
Called in again and had to tell the robot three times that I did not want to use their text system. Waited half an hour for the human to call, but it was painless. All done in about a minute with 100% credit for future flights, no cancellation fee.
What a strange system they have. Is Alaska Air growing too rapidly?