Diversions, Delays and Abandonment: The 30-Hour Alaska Flight From Hell
What was supposed to be a simple transcontinental flight turned into more than 24 hours of hellish travel for Alaska Airlines passengers, including a diversion, backtracking and an overnight in an airport.
Alaska flight 1367 was scheduled to departed from Boston-Logan (BOS) for Los Angeles International (LAX) on Saturday at 6pm. However the aircraft sat on the tarmac for nearly two hours until it took off with an "uncomfortably hot cabin," reports the Seattle Times.
But the delay was just the first incident in a series of events the passengers experienced. An hour and a half after takeoff, a burning electrical smell appeared, and the pilots made the decision to divert the aircraft to Buffalo International (BUF) as a safety precaution — landing at the airport around 9:30pm.
The 140 passengers disembarked and "spent hours through the night confined in a waiting area, unable to leave the airport and given no information as to what was happening." The crew took off what food was left on aircraft and handed it out to passengers, but that quickly ran out, and many said they didn't receive any food or water.
The captain and crew gave brief updates after landing and then disappeared for about four hours as passengers waited in a bright holding room, unable to get any sleep.
After six hours on the ground in Buffalo, passengers boarded the Airbus A320 and flew back to Boston, instead of their final destination of LA. However, once back in Boston, the passengers had to sit for 90 minutes in the aircraft while they waited to get a gate.
It wasn't until 7am when they managed to get inside the airport — but Alaska had rebooked everyone for a 4:30pm flight. Meaning another nine and a half hours before they could restart their journey home.
And to make matters worse, Alaska agents wouldn't give all the passengers hotel vouchers. The Seattle Times said most people received just a $20 food voucher to hold them over for the entire day. Clark and Maggie Rheinstein, who were traveling with two cats, were one of those unable to get a hotel. They had to hole-up in the terminal's empty chapel after Sunday services were over and spread newspapers on the ground so the pets could relieve themselves, all with the airport chaplain's permission.
“It was a horrible experience,” said Maggie Rheinstein.
Sunday evening approached and the passengers got ready to end their journey, only to find out of another one-hour delay. The aircraft finally took off and landed at LAX at 9:30pm EST, more than 24 hours after their scheduled arrival time or 30 hours of total travel time.
Unsurprisingly, passengers' checked bags were nowhere to be found, and the Alaska check-in desk was devoid of employees — the few remaining staff at the luggage office had no clue as to where the bags were.
“This was a really, really difficult experience for our guests, a terrible experience,” Alaska spokeswoman Bobbie Egan said in an interview with the Seattle Times. “We are deeply sorry for what our passengers had to go through.”
“We’re sorry for the experience our guests had on Alaska Airlines Flight #1367 this past weekend," Alaska told TPG in an emailed statement. "We clearly failed them at several points and we deeply regret the experience that left them stranded for hours without support or communication. That experience is not the Alaska way and does not reflect our values. This situation has initiated a full review across the company so that we will learn from this experience and work toward making sure it doesn’t happen again.”
Egan said the airline is considering $1,000 in compensation per passenger, whether in the form of flight vouchers or a full cash refund, adding that the airline is sending baggage back to passengers via FedEx.
*This story was updated with comment from Alaska.
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- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
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- Annual Fee is $325.
- Terms Apply.
Rewards Rate
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
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Intro Offer
You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
$325Recommended Credit
Credit ranges are a variation of FICO® Score 8, one of many types of credit scores lenders may use when considering your credit card application.Excellent to Good
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.