NEW YORK (CBSNewYork) — It’s a mother’s worst nightmare.
A Tennessee woman sending her young daughter to New York for the holidays got the scare of her life when Southwest Airlines pulled her child off a connecting flight, but didn’t inform her.
Tuesday morning, 9-year-old Chloe Boyce boarded a plane in Nashville bound for LaGuardia Airport to spend Christmas with her aunt. But when the passengers got off the plane in New York, Chloe wasn’t on it.
“My sister called me and she goes ‘were you gonna call me and tell me she was gonna be late.’ And I said ‘I don’t know what you’re talking about,'” Boyce’s mother, Elena Kerr said.
Kerr became frantic and called the airline and a desperate search ensued.
“It was like the scariest moment of my life to think that they didn’t know where she was,” Kerr said.
Southwest said when Chloe’s plane made its scheduled stop at Baltimore-Washington International Airport, a company employee took her off the plane because it was overbooked and planned to book her on another flight.
However, Chloe’s parents were never notified of the change.
“Someone took her off the plane anyway. Probably because she’s a child and she wasn’t gonna say ‘no, you can’t rebook me.’ She doesn’t know any better,” Kerr said.
Southwest admitted it was against company policy to take a child off a plane in the first place.
The airline says it has given the family a refund and an additional travel voucher.
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