Waddell man cancels flight, wants reimbursement

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A Waddell man booked a flight on a major airline, but due to circumstances beyond his control, he had to cancel one of his flights. (Source: 3TV/CBS 5) A Waddell man booked a flight on a major airline, but due to circumstances beyond his control, he had to cancel one of his flights. (Source: 3TV/CBS 5)
Glenn Miller said the airline should have given him a credit toward a future trip, but it didn’t, so he contacted 3 On Your Side for help. (Source: 3TV/CBS 5) Glenn Miller said the airline should have given him a credit toward a future trip, but it didn’t, so he contacted 3 On Your Side for help. (Source: 3TV/CBS 5)
(3 ON YOUR SIDE) -

A Waddell man booked a flight on a major airline, but due to circumstances beyond his control, he had to cancel one of his flights. He said the airline should have given him a credit toward a future trip, but it didn’t, so he contacted 3 On Your Side for help.

Glenn Miller is retired and stays busy taking care of his horses. Still, he takes every opportunity he can to visit family out of state.  

[SPECIAL SECTION: 3 On Your Side]

“Typically, we go to, we fly into Kentucky our son and his family live near Ft. Knox Kentucky and I have family that live in Cincinnati.” 

Back in August, Miller booked a trip. He wanted to fly and see his son and grandchildren in Kentucky and then fly up to Ohio. 

However, the Cleveland trip never happened.

“The trip, we were gonna go, we were supposed to extend it on up to Cleveland and that's the part that got canceled out on us.” 

Canceled because Miller had a medical emergency and had to return to Arizona earlier than expected. As a result, he went online, canceled his Cleveland flight with Southwest Airlines and expected a credit for a future flight.

At least, he thought he canceled the flight.

He had even printed up confirmation that he thought verified he had canceled. 

"It showed the funds were gonna be transferred into our account to be used in the future.” 

But when Miller tried to book another trip recently and use his $429 in credit vouchers, Southwest gave him bad news: There was no $429 in credit.

Why? Well, it turns out when Miller got online to cancel, he inadvertently failed to hit the "button" at the bottom of the screen that officially canceled his flight.

“If you look at it now, maybe it's noticeable, I don't know, it doesn't stand out.”

Out $429, Miller contacted 3 On Your Side and we got ahold of Southwest Airlines.

We explained the situation and after looking into the matter for us, Southwest Airlines said forget the credit, we'll just refund Miller all of his money, all $429.

And that's exactly what they did. Miller says it only happened because of 3 On Your Side.

"Thank you very much. Thank you, thank you, thank you. If it wasn't for you guys, we wouldn't have received the money and I can't thank you enough.”

A huge thank you to Southwest Airlines, we just asked for a credit for this viewer. They went above and beyond and gave them a full refund. 

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Copyright 2018 KPHO/KTVK (KPHO Broadcasting Corporation). All rights reserved.


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LiAna EnriquezLiAna Enriquez is a native of Arizona. She attended Marcos de Niza High School in Tempe, Arizona.

Click to learn more about LiAna.

LiAna Enriquez

She then went on to Arizona State University. She graduated summa cum laude from the University’s prestigious, Walter Cronkite School of Journalism with a degree in Journalism/Mass Communications with an emphasis in broadcasting.

LiAna started her news career with KTVK-TV as an intern. She loved it so much she never left! She has been with the station for fourteen years. Currently, she is the consumer investigative producer for Arizona’s top rated consumer segment, 3 On Your Side and is also a general assignment reporter. LiAna also reported for the station’s top rated high school sports show, ‘The Varsity Zone’ for five years.

In her free time LiAna enjoys cooking, watching movies, quading, and traveling. But her absolute favorite thing to do, is to hang out with her husband and beautiful daughters. She is a softball mom. She loves the beach and waterfalls! Her favorite team is the Arizona Cardinals and of course, the Sun Devils.

Life motto: “I can do all things through Christ who strengthens me.” (Philippians 4:13)

If you have a story idea for LiAna, Send her an email .

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Gary HarperGary Harper is the senior consumer and investigative reporter for 3 On Your Side at KTVK-TV.

Click to learn more about Gary.

Gary Harper
3 On Your Side

With more than 20 years of television experience, Gary has established himself as a leader in the industry when it comes to assisting viewers and resolving their consumer-related issues. His passion and enthusiasm have helped him earn an Emmy for Best Consumer Reporter from the National Academy of Television Arts and Sciences. He’s also garnered several Emmy nominations

He has negotiated resolutions with companies of all sizes, including some of the biggest corporations in the nation.

Gary has successfully recouped more than $1 million for viewers around the state, making 3 On Your Side one of the most popular segments on KTVK and the station's Web site.

He's best known for investigating and confronting unscrupulous contractors. In fact, many of his news reports have led to police investigations and jail time for those who were caught. Viewers, as well as the companies and people he investigates, regard him as consistently being thorough and fair.

Gary has been with KTVK-TV since 1997. Prior to his arrival in Phoenix, he worked for WZZM-TV in Grand Rapids, Michigan, where he was as an anchor and reporter.

Gary is from Chicago, but launched his television career in Lubbock, Texas, after earning a broadcast journalism degree from Texas Tech University. Following his graduation, he was quickly hired by KLBK-TV in Lubbock, where he enterprised and broke numerous exclusive reports. His aggressive reporting in Texas helped garner him Best Reporter by the Associated Press.

Gary has been married since 1994 and is the proud father of two sons. When he's not helping viewers, Gary is busy catching up on his favorite college and professional football teams as well as cheering on his beloved Texas Tech Red Raiders.

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