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It's common for airlines to cancel return flights if the outbound is missed. They do this to avoid people buying cheaper return flights instead of expensive one-way flights and then ditching the return portion.
It is not the airline's responsibility to inform the passengers if the flights are cancelled due to a missed outbound flight when it was the passenger's fault. It's spelled out in the terms and conditions. A lot of people don't know this but it happens all the time.
(Happened to me once when I missed a connection and Air Canada's computer cancelled the rest of my booking. I had no idea until I eventually showed up at the gate for my connecting flight. But since the missed connection wasn't my fault, they rebooked me at no charge).
I think he has a legit complaint about the agent who confirmed he was booked on a new return flight, then when he showed up at the airport they couldn't find any record of the booking. The airline should have honored the first price quoted on the phone.
Also, he mentions he had a credit in the system, so it sounds like Alaska did give him some credits back for his missed flights, which he was lucky to get.
Oh well. What can you do.
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