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In the city. 20 years later, the messages have gone online, but the have gone online, but the suffering is the same. >> torture. >> reporter: ariana hevia's mother was in the building. >> i think i'm trying to brace myself for the worst and the best, and it's really hard. just not knowing is the worst part. >> reporter: iris calderon has six family members in there. >> the uncertainty is choking e inside. >> reporter: "the uncertainty is choking me inside," she said. purgatory can be hell. and grief lies ahead for many. but for now, hope is providing a bridge across the abyss, and there's not ...

How did you find out about the plane? my dad had called me inside, and he just looked at me. and i knew something wasn't right. and then he just told me, "hey, your mom and sister have been missing." >> reporter: your dad must have been all ripped up, huh? >> there's nothing you can say. i mean he didn't -- there was no way that he could explain to his son that his sister and mom are gone. >> reporter: and imagine you hope that somebody's crawled out of the wreckage and they've got some food and water and they're in a little tent waiting for search and rescue to find them but -- >> that's the ...

No mention to foreign people. [ overlapping voices ] >> why was the president -- [ overlapping voices ] >> alan's got a question for you. alan, go ahead. >> whys the president told the city? that seems to be irresponsible by the intelligence agencies to have told the president the city where this information came from. that could only cause mischief. >> presidents alan, don't repeat things they're not supposed to repeat to foreign governments. we were told a lot of things we didn't say to other people. [ overlapping voices ] >> -- to directly answer a question of the united states about the fo...

Platform because to me more knowledge is less knowledge. it's ridiculous. i understand people's fear, but that fear means you should probably look into this. >> i also heard you laugh at what he said. were you laughing because you were just uncomfortable. >> people think laughter is agreement. there is many different types of laughter. >> i laugh when i'm nervous. >> bathing in white privilege is shocking. i laugh when i'm baffles. my wife doesn't like when i laugh at things in shock. i hear you, and it is tickling me inside. it doesn't mean i agree with it. >> did you learn anything from him ...