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failing to do its job, but as our watchdog our department is going to do everything we can to hold them accountable. reporter: for countless passengers the frustration has followed them home. it s not an acceptable situation for anyone. reporter: when canceled a connection flight, they were stranded in denver with their 13-month-old a mountain of unplanned expense and everything from uber to car rental to hotel, to baby supplies, even a stroller. reporter: after two days the total price tag, more than $1800. let s find out how we get our money back. reporter: he spent the day on airline s website trying to get it back. southwest needs to make it right. and that starts with reimbursing expenses. $1800 and that s just one family. blayne joins us live what about those piles of bags seen at airports across the country. reporter: southwest has set up a special

Tonight buffalo s fire departmentConnection flightBaby suppliesUber to car rentalSta mountainSouthwest airlinesReimbursing expensesPrice tagBlayne alexander