what part of this story is "ok" in any way?

what happened to our collective sense of decency, of compassion, of our disposition to help those in need of extra help.

alaska airlines. you broke a man's heart today. you maintained your policy, and ignored an opportunity to do the right thing.

you broke my heart too.

if i knew who to contact, i would contact them and invite them to pay for this man's daughters unpaid leave, and provide her a ticket to come see her father? short of that, i know of nothing that could undo the inhumanity i witnessed today.




The airline's first response:

"Our customer advocacy team has launched a full investigation to gather the facts from employees and customers. Until we gather all the facts, it would be premature for us to comment any more on the specifics of what happened. We have also reached out to Cameron to get all the details from him. We appreciate everyone's patience while we conduct our review."


Then, from the airline:

Aug. 4, 2012 - 12:25 AM

Hi everyone. We want to let you know we're actively following up on what happened at Redmond Airport today. After our customer missed his flight and we did not have another flight that would get him to his destination in time, we refunded his ticket. We then offered to accommodate him to Vancouver, BC, and he declined. We've gathered some facts about this incident and are working on getting more. We've also emailed Cameron, who originally made us aware of this situation, for his phone number so we can talk with him.


And later, the airline posted this update:

*** UPDATE: Aug. 4, 2012 - 10:25 AM ***

Hi everyone. We have been working since last night to collect as much information as we can and we have some updates on our passenger who was trying to see his daughter in Bellingham.

The good news is he flew out of Redmond this morning to a different location and is scheduled to arrive there about 11:30 a.m. local time. Our passenger tells us his plans changed and that he and his daughter will now meet at the alternate location.

We will continue to gather details from people involved with this, including Cameron Clark. Alaska Airlines has a good record working with special needs passengers who routinely fly on us, and we always review situations such as this one to learn and keep improving our service.

Our passenger bought his ticket to Bellingham at Redmond Airport on Thursday. It is unfortunate that he was unable to pass through security with an oversize suitcase in time for his flight on Friday after he changed his mind about leaving the bag with a companion (who dropped him off at the airport) so she could ship it.

We refunded the ticket at his request after we were unable to get him to Bellingham by the time he needed to meet his daughter.

Cameron: As you pointed out on your page, there are additional back stories, however, we are sharing limited details out of respect for the privacy of the passenger.


Clark then posted the following update and response on his Facebook page