(CNN)—Americans Airlines is in hot water after a disabled woman was left alone at Chicago’s O’Hare Airport overnight when her flight was canceled.
Family members say 67-year-old Olimpia Warsaw was on her way back home to Detroit after visiting loved ones for a funeral.
One family member said he took her all the way to her gate and was assured by airline staff she would be taken care of.
“Confirmed with the gate agent that the flight was on the time everything was ok and she said yep, all’s good. We’ll take good care of your mom,” said Claude Coltea.
It turns out her flight was canceled, and according to family Warsaw left her after she wasn’t able to find transportation to a local hotel.
“He said ma’am, I have to go home — this is what the porter explained — because my shift’s done and so I don’t know how to help you anymore and he left her there. And she was crying and she was scared,” said Coltea.
When the 67-year-old woman didn’t make it to Detroit, her family began calling the airline. They say in addition to losing her baggage, they also lost her.
Several hours later family say security found her still in the wheelchair and still in the same clothes.
American Airlines has apologized to the family and said they’ve launched an investigation into the airline porter involved, who is not an airline employee.