Last updated: 03:05 PM ET, Wed March 11 2015

Southwest Mistakenly Cancels Customer’s Ticket for Connecting Flight

Airlines & Airports | Donald Wood | March 11, 2015

Southwest Mistakenly Cancels Customer’s Ticket for Connecting Flight

There are many issues that can arise when flying, but one Michigan man was met with a unique situation when his connecting flight was canceled due to Southwest Airlines claiming that he was never on the first leg of the flight.

According to Sarah Sell of, Bob Woudstra purchased a round-trip ticket from Grand Rapids, Michigan, to Ft. Myers, Florida, for $616 from Southwest, but received an email canceling the connecting flight after he had already landed at his destination.

Woudstra didn’t think much of the email at the time, but upon returning to the airport for his flight home, he was informed by Southwest that his itinerary was indeed cancelled and the airline claimed he never made it on the first flight.

The Michigan man was forced to pay $456 for a one-way ticket home.

When asked about the incident, Woudstra told Sell about how disappointed he was and when he thinks the error could have occurred:

“It's terrible. I can't believe the airline didn't know I was in that seat… I showed them my driver's license and boarding pass to get through security. I handed my boarding pass to the lady and she ran it under the scanner and it didn't beep the first time. So she took it and did it again. I just made a comment that she had to do it twice.”

The airline requested any receipts proving that he was in the airport on that day, but he didn’t purchase anything. Instead, his friend Gary Leeuwenburg was reportedly with him on the trip and has helped corroborate the story, according to

Southwest spokesperson Lisa Teller told Sell when asked about the incident, “Although we still haven't determined exactly where an error occurred, we will make an exception to the no show policy and refund the price of the second ticket.”

For Woudstra, he would like to be reimbursed for both flights due to the inconvenience, but he also has elevated concerns about the safety protocols, “These airlines don't know who's flying on their planes. Our security is supposed to be so good and this is terrible.”

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