“Our heartfelt apologies for this are just beginning,” Southwest Airlines said on Monday.
When Magali Hernandez boarded a flight in Portland on Sunday, she was supposed to end up in Disney World soaking up the rays in sunny Orlando on her family’s long-awaited vacation. Instead, Hernandez, along with her two young children and husband, spent Christmas stuck in San Francisco at an airport hotel without a change of clothes.
On Monday morning, it was still unclear if her family would be reimbursed for its multi-thousand dollar vacation package and Hernandez was already exhausted from spending about 12 hours on hold through a flurry of cancellations and delays with Alaska Air.The Hernandez family’s multi-day odyssey is part of one the worst holiday travel seasons in recent memory.
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