article_snippet: Southwest airlines say there could have been an error at the gate, which caused the misunderstanding . '
article_snippet: A spokesperson said: 'Although Southwest Airlines still haven't determined exactly where an error occurred, Southwest Airlines will make an exception to the no show policy and refund the price of the second ticket.'
article_snippet: They went on to say that They are often contacted by passengers who have missed They flight and want a refund, but on this case the error may have been at the gate.
highlights_snippet: Airline says an error at the gate may have caused the misunderstanding .