Should not happen. I'd like to say that UA was not guilty here, but.... Doesn't surprise me after a recent visit to the hospital where two independent IT systems that didn't talk are used to move patients - Could not get a wheelchair for a lady and then two showed up and duked it out over who was supposed to take her to her destination. Possession being nine tenths, the first to arrive left the other one steaming and calling their supervisor to complain.
The 'mom' referenced below was 77.
United Airlines left mom in wheelchair stranded in New Jersey, son says | Fox News