Alaska Airlines Agrees to Reimburse Couple in Diaper Dispute

Posted Nov 10th 2010 11:58 AMUpdated Nov 10th 2010 12:30 PM


Alaska Airlines has agreed to reimburse a Canadian couple after they were bumped from a flight in an incident that started with a smelly diaper, and that the carrier calls "rare."

Colleen Roberge and Dan Blais had just gotten married in Las Vegas and were on their way home to Edmonton, Alberta. But when they were about to board the plane their baby son had an explosive dirty diaper.

Roberge tells CTV Edmonton she left the gate to change the baby's diaper, leaving her husband behind to explain the situation. But when she returned she was told her ticket had been given to another passenger on standby.

The couple was not allowed to board the flight, and Roberge says a customer service agent even told her she should have boarded the plane before changing the soiled diaper.

After being bumped, the couple was left with the option of spending up to two days on standby for another Alaska Airlines flight or paying about $1,000 for tickets home that day on another airline. The couple chose the latter, and got home on WestJet.

The upset couple blogged about the incident, and Alaska Airlines left a comment explaining its stance. "Reservations are subject to cancellation if customers aren't ready at the gate within specified times," the carrier says. "If we accommodate people who arrive late, we risk arriving at the destination late."

But the carrier now says it will pay for the couple's flight home.

"It goes to show that one employee's actions doesn't always represent the whole company and it seems Alaska Airlines didn't thoroughly understand exactly what happened at the gate that day," Roberge and Blais say on their blog.
Filed Under: News

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Art Lancaster

Can you imagine someone coming on a plane with a baby spelling of poop? She also wouldn't have been able to change the kid until the plane took off! She wasn't holding up the plane from taking off! Too bad the person making the decision didn't have to spend an hour holding a stinky kid. A.l

November 10 2010 at 3:06 PM Report abuse rate up rate down Reply

Just goes to show that whining loudly will sometimes get you noticed.

November 10 2010 at 1:39 PM Report abuse rate up rate down Reply

Make Note: NEVER fly on Alaska Airlines. Dog sled team will be better!!

November 10 2010 at 1:08 PM Report abuse rate up rate down Reply

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