A travel issue involving Southwest Airlines after a family trip to a volleyball tournament in Reno.
The passengers originally flew from Burbank with a connection through Las Vegas. When trying to return home, the airline system showed that they never boarded the connecting flight from Las Vegas, and their return booking was subsequently canceled.
The passengers insist they were on the flight and believe they may have been distracted during boarding, possibly missing a scan due to a gate-check process. They have SMS messages from the travel day confirming boarding and landing times, as well as a gate-checked bag stub as evidence.
Multiple airline agents and supervisors have stated they cannot find record of boarding and have suggested the passengers were not on the flight, which is being strongly disputed.
The passengers are now trying to determine how to prove they boarded, whether additional evidence like airport video exists, and how to avoid paying for expensive last-minute travel home. They are also considering escalation or official complaints due to lack of resolution.
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