Brady Goodman-Williams with a drink cup
Brady Goodman-Williams.Courtesy of Brady Goodman-Williams
  • Brady booked a flight to see his mother for Christmas.

  • Southwest canceled thousands of flights while he traveled.

  • He traveled for 41 hours and never made it to see his mom.

An as-told-to essay is based on a conversation with a young man. It has been edited to make it clearer.

All I wanted for Christmas was to visit my mom in Denver. It's only a 2 12 hour flight from Los Angeles for me.

I was told that my Southwest Airlines flight was canceled when I showed up at the airport on Christmas. This was the beginning of a 41-hour journey, and I didn't know it at the time.

I was surprised to hear that my flight from LAX was canceled

I hadn't been notified of the cancellation in advance. I could not have left my apartment.

A line of Southwest customers.
Courtesy of Brady Goodman-Williams

I wondered if I could get to Denver in another way. I was put on a flight out of Hollywood Burbank Airport, which is in Los Angeles, and took a $50 ride to get there. It was a zoo when I was there. When I heard people were still waiting to be re booked on their flights, I was concerned.

My new flight was supposed to take off out of Burbank at 9 a.m.

There was a delay. The delay was only 20 minutes. I was told that my flight was canceled.

I was waiting in line to get re booked. I thought I had a good chance of making it to Denver by the time it was noon. I checked my bag before I left, but I thought it would be in Denver when I arrived. Since Las Vegas is a major hub for Southwest, I would be able to figure it out if I made it there.

I got on a rerouted flight to Vegas — but even that couldn't save me

My flight from Vegas to Denver was canceled. I was rebooking for a flight out of Vegas at 8:40 pm, which would bring my travel time to more than 14 hours.

A line for rental cars in Las Vegas.Courtesy of Brady Goodman-Williams

The airport in Las Vegas was terrible. People were not sure what to think. There was no place to sit, people were fighting with each other, and babies were crying. The staff at the airport didn't know what to do with so many people.

It was total chaos — and then it got worse

The flight was canceled at 8:20 pm. The rebooking line at the check-in area was the longest I had seen that day. It took a long time.

A Southwest worker told us that the airline's system was down and could not rebook anyone. The worker told them that if they wanted to get a refund, they needed to start a new line.

People lost their minds over refunds and were literally shoving each other out of the way

The people threw Elbows and fists. I thought the couple behind me would get a divorce.

I got a partial refund on my ticket because the airline got me to Las Vegas in order to get me to Denver from Los Angeles.

I received a voucher for a ticket. I rented a car and went back to Los Angeles after a night in Vegas.

I wasn't the only person who had the idea to rent a car to get home

The drive back to Los Angeles took seven hours, instead of the usual four, because of holiday traffic.

The bags at Los Angeles International Airport when Goodman-Williams returned — none of which were his.Courtesy of Brady Goodman-Williams

I went to speak to someone at the airport about my bag, but they didn't have a good answer. They didn't know when my bag would come back to Los Angeles.

I've always flown Southwest, but this made me rethink everything

I'm thankful I have enough money to pay for a hotel and car, but I feel bad for people who don't have that option. Southwest says it will reimburse reasonable requests.

It was a huge disappointment as a Southwest loyalist. I don't know if I'll ever see my bag again because I didn't get to see my mom during the holidays.

Business Insider has an article on it.