Back at LAX, Yolanda is in the middle of a Russian revolution.
We are not boarded?
We're not boarded to fly.
But we have a ticket I bought two weeks ago.
Mia, Jacob, Yelena, and her son
believe their seats were given away.
It's obvious that you didn't have seats
enough for four of us--
We did have seats.
The flight went out with enough seats--
You did have seats for four of us?
Let me just speak to the operations agent.
I'm just trying to put all the pieces to the puzzle together.
But what time did they get here?
Was it push time?
It was push time.
OK.
And I waited till like 48, and then that was it.
And you were scheduled to push at 50.
So you closed two minutes prior, and they still
weren't all together here?
OK.
Thanks.
No problem.
Apparently, you all were running pretty late, though.
He is lying.
It's not absolutely true.
He confused.
At 11:45, he told, it's over.
11:45 told, but we came to him on time.
And he sent us to 4th gate.
I told him, why we have to go?
Look at this?
It's like 10 minutes. We're here.
You don't have ticket.
Go take tickets.
I told him, what is a ticket?
Is that our ticket?
NARRATOR: It seems they were not only late
but also didn't have boarding passes.
These are boarding cards.
No, you say what is this given for?
"Proceed to gate for boarding cards."
You can't get boarding cards downstairs.
You have to come up to the gate to get those boarding cards.
But we are there together check-in.
What are you talking?
We told the four of us.
But we gave four ID numbers.
Steve, got a copy, Steve?
NARRATOR: Yolanda calls in Steve for support.
Steve, can you come to 3 Bravo, please?
NARRATOR: Steve tries to alleviate
the pressure of the situation.
Knows that we are in airport, and we were
really in time at the gate.
Ma'am, ma'am, hold on.
There was in front of us people.
They came in front of us.
They are not late. We are late?
Mia.
NARRATOR: But Mia and Jacob still blame the airline.
Mia, at this point, what happened,
it's already in the past.
There's nothing we can do about it.
We make reservations all the time.
Mia, Mia, Mia, Mia, Mia, Mia, Mia--
Mia, let her finish, please.
When you give yourself 30 minutes to make a flight,
sir, you're late.
I'm sorry, Yolanda, you're lying.
Because you know what it's not our mistake.
And you have a computer, and everything
was within the computer.
You've got to stop.
You just got to stop.
You've got to calm down.
You've got to stop yelling.
You just have to.
NARRATOR: After a one-hour standoff,
Steve and Yolanda go through the Russians' remaining options.
Let's move on from here.
What are we doing?
Because at this point, this is--
Listen, I have one seat at 3:15 from Las Vegas to Reno.
Do maybe one of you want to go and try to stand by from here
to Las Vegas? - No.
No. - Yeah.
No--
No, don't make any sense.
No way.
I mean, that's a choice that you--
How we can just divide it?
I go to Las Vegas.
He go with the kids over there.
He's over there.
No.
No way.
NARRATOR: Just when things are looking impossible,
Yolanda and Steve find another airline to take them to Reno.
Oh, really?
If they deal with check-in, they do it right now?
Once we get those booked on that airline,
I'll go ahead and just refund the one-way on us.
That way, you can keep this discounted fare
to come back on us.
OK.
OK?
Do you know how to take the A shuttle to get around?
No.
I'll walk you down.
Let's just walk them down.
NARRATOR: With just 45 minutes until their new flight departs,
the clock is ticking.
The race is on.
We've got to rush them to Terminal 3.
They have about 40 minutes or so before the flight leaves.
Still got to get boarding cards, still
got to get through security.
And hopefully, they'll make it.
[non-english speech]
Steve, copy?
[non-english speech]
Copy.
Is there a line?
[non-english speech]
We got 45 minutes left, Mom?
Number, yes.
Flight number is 6997.
NARRATOR: With boarding passes in hand, they're off to Reno
at last.
Come on, sweetie, he's got the other two.
Thank you.
[wheels clattering]
Bye-bye, Zoey.
Thank you.
[wheels clattering]
We had to put them on another airline.
But I think they saw that we went above and beyond, even
though they were really angry.
[chuckles], and [laughing]
At the end, we got the Russians to the Russians--
[laughter]
--in Reno.
We got the Russians to the Russians in Reno.
Yes.