lisa stern has had a long day on the phone. >> waiting time when i tried to get on the phone was an hour and 20 minutes. >> reporter: and a long day trying to catch a new flight to l.a >> i didn't know pause i was busy that southwest had had an incident. >> reporter: that involved a southwest flight from phoenix to sacramento when a three-foot section of the roof ripped away at 36,000 feet. the plane made an emergency landing in yuma. >> our mission is to determine not only what happened but figure out why it happened so that we can prevent things like that from happening in the future. >> reporter: no passengers were injured but one was able to capture this image looking out of the plane from the inside. southwest grounded 79, 737s resulting in 300 canceled flights nationwide including 10 at oakland international airport. and sfo experienced more than a dozen canceled flights. >> they offered to reschedule the trip for tomorrow and it is not going to work out for us. >> reporter: this woman spent three hours at sfo only to head back home. but southwest did refund her nonrefundable ticke