connecting in portland in june, on her way from maui, home to spokane. her family says they arranged with alaska airlines for an escort between gates, but they claim alaska's gate-to-gate service contractor, huntleigh usa, abandoned her. >> they walked away and bernice became confused. she pulls up to the escalator thinking she's getting on the elevator at that point. >> reporter: alaska says, "we're heartbroken by this tragic and disturbing incident." but says, "it appears that ms. kekona declined ongoing assistance in the terminal and decided to proceed on her own to her connecting flight." >> reporter: kekona's family says the fall left her bedridden, in constant pain for the next three months. she died in september. they are now suing huntleigh usa and alaska airlines. it's not gonna bring her back, obviously, but someone needs to own up. someone needs to take responsibility. >> reporter: as for that contractor, huntleigh usa, they haven't said much. but the ceo did tell me they are reviewing the facts of the case. tom. >> clayton, thank you. when we come back, the big