Weeks prior, [Varla] said, his wife had accidentally entered their daughter’s middle name in the last name field when booking through United for a flight operated by Air Canada. Varela said they spent roughly 15 hours on the phone in the two weeks leading up to the trip trying to fix the error, and were bounced repeatedly between the two airlines’ customer service lines.

At the airport, the family spent nearly three hours walking back and forth between the United and Air Canada counters, he said. According to Varela, Air Canada agents were trying to help, but needed United to release the ticket in their system. Four minutes before the family was supposed to board, he said, an Air Canada supervisor walked over to the United counter to plead the family’s case.

Varela said the United employee he spoke with was dismissive, allegedly telling the Air Canada supervisor that she didn’t care if the family missed their flight.