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.
TPG featured card
at American Express's secure site
Terms & restrictions apply. See rates & fees.
| 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. |
| 5X | New! Earn 5X Membership Rewards® points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel App. |
| 3X | Earn 3X Membership Rewards® points on flights booked through AmexTravel.com, the Amex Travel App, or purchased directly from airlines. |
| 2X | Earn 2X Membership Rewards® points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App and cruises booked and paid through AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Pros
- Valuable dining and food-related credits
- Flexible rewards with airline and hotel transfer partners
- Multiple travel and purchase protections
- No foreign transaction fees
- Access to Amex Offers for additional savings (enrollment required)
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 $8,000 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.
- New! Earn 5X Membership Rewards® points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel App.
- Earn 3X Membership Rewards® points on flights booked through AmexTravel.com, the Amex Travel App, or purchased directly from airlines.
- Earn 2X Membership Rewards® points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App and cruises booked and paid through AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- Pay It® lets you tap in the American Express® App to quickly pay for small purchase amounts throughout the month and still earn rewards the way you usually do. Plan It® gives you the option to split up big purchases into equal monthly payments with a fixed fee. You’ll know upfront exactly how much you’ll pay.
- Updated! $120 Dining Credit: Earn up to a total of $10 in statement credits monthly when you pay with the Gold Card at Grubhub (including Seamless), Buffalo Wild Wings, Five Guys, The Cheesecake Factory, and Wonder. This can be an annual savings of up to $120. Enrollment required.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year at over 10,000 qualifying U.S. Resy restaurants after you pay for eligible purchases with the American Express® Gold Card. That’s up to $50 in statement credits semi-annually. Enrollment required.
- $84 Dunkin' Credit: Earn up to $7 in monthly statement credits after you pay with the American Express® Gold Card at U.S. Dunkin’ locations. Enrollment required.
- $120 Uber Cash on Gold: Enjoy up to $120 in Uber Cash annually with your Gold Card. Just add your Card to your Uber account and you'll get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an Amex Card for your transaction.
- New! As an American Express® Gold Card Member, you can enjoy complimentary Hertz Five Star® Status. Enjoy benefits like skipping the counter at select locations, adding an additional driver at no additional cost*, and vehicle upgrades**. Benefit enrollment and Hertz Gold+ registration are required. *Additional drivers must meet standard rental qualifications and must be a spouse or domestic partner to qualify as complimentary. Other additional drivers subject to fees. **Benefits are subject to availability and vary by location. Additional Hertz program Terms and Conditions including age restrictions apply.
- Take advantage of a $100 credit towards eligible charges* at over 1,300 upscale hotels worldwide when you book The Hotel Collection through AmexTravel.com or the Amex Travel App **. *Eligible charges vary by property. **The Hotel Collection requires a two-night minimum stay.
- Book your travel through the Amex Travel App with added peace of mind – backed by American Express® service and support. Only for American Express® Card Members.
- Whenever you need us, we're here. Our Member Services team will ensure you are taken care of. From lost Card replacement to statement questions, we are available to help 24/7.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.