After having limited success with customer service on the phone, Doyle’s wife, Shanna, inquired about the conspicuously absent seat with a company representative at the airport. She was told the flight had been oversold and their son, Cole, was now deprived a seat.
"I was told that while, yes, we could give up our seat, there would be no guarantee that the seat would go to my son," she told the Canadian Broadcasting Corporation. The airline explained that her son’s seat would likely be given to a more frequent flyer if it became available.
Not to be deterred from their holiday plans, the father Brett drove two hours with his son to Moncton Airport and tried to board a flight to Montreal, where they’d meet the plane to eventually take them to Costa Rica. The flight out of Moncton was cancelled, however, so the pair drove another two hours to Nova Scotia, where they eventually boarded a flight after staying overnight in a hotel.