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Airline apologizes after canceling woman’s ticket, stranding her in Phoenix

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DENVER, Colo. (KDVR) – Shari Weissman says she rushed to Phoenix after a family emergency.

A few days later, she was told she couldn’t go home.

“It was like I was in the Twilight Zone. I couldn’t believe what I was hearing,” Weissman told KDVR.

The Denver native had just spent two days in Arizona attending to an emergency when she tried to board a flight home to Denver International Airport.

Instead, the ticket agent told Weissman her ticket had been canceled.

The agent said Weissman’s return ticket was canceled because she never boarded her flight to Phoenix.

“She said, ‘Yes, ma’am. I know you’re standing here in front of me, but you were not on the flight.’ And I said, ‘Do you understand how ridiculous this sounds? I’m here in Phoenix, you’re telling me I was not on your flight to Phoenix,” she said.

Weissman had her plane ticket receipt, her hotel and rental car receipts, but she did not have her boarding pass from two days earlier.

She says she threw it away after landing in Phoenix, never realizing how important it would be just two days later.

“I did pay for a carry-on and I have all the documentation for that, but how do I prove I was on that flight?” she asked.

Shari’s brother, Mike Beaver, says he was with his sister just before she boarded her Phoenix bound flight.

“To an absolute certainty, she was on that flight,” Beaver said. “It’s stunning. It would be funny if it wasn’t so insulting.”

Spirit Airlines released the following statement to KDVR:

“We are very sorry this unfortunate situation took place. The first our customer relations team heard about it was from the media calling us today. I have personally spoken with Ms. Weissman and expressed our regret and have already begun the process of making her whole. She seems to be satisfied with our response.”

“Our records show Ms. Weissman boarded the plane, and then for an unknown reason, our records show that she unboarded the plane. In such circumstances, the remaining legs of a customer’s travel are canceled. When Ms. Weissman worked with an agent at our ticket counter, we tried to resolve the problem, but she could not produce the necessary documentation to allow us to help her. We are still investigating why and how this could have happened,” said Paul Berry, the airline’s spokesman.

The airline agreed to reimburse Weissman for the unused portion of her Spirit plane ticket, and also for the Southwest Airlines ticket she had to purchase in order to get home.