Response to unaccompanied minor issue
We know several of you have reached out to us concerned about the recent events concerning the travel of an unaccompanied minor. We’d like to take this opportunity to address this.
We appreciate and understand everyone’s concerns over this situation, please know we have reached out directly to the Klebahn family to apologize and are conducting an on-going investigation. The service they describe is not the service we aim to deliver. We are doing a thorough investigation into what happened and into our procedures to see how we may continually improve.
** Update 8/17 **
We've finished our review and found that the Klebahn's daughter was fully supervised during her travel. It’s unfortunate that she missed her connection, and we regret the confusion and stress that may have been placed on her and her family.