Passenger kicked off Southwest, you won't believe the reason

May 16, 2018 11:09 PM

Danelis Lozado-Marrero is thankful to be home in Rochester. She never expected it to be so hard. 

She has Spina Bifida and uses a wheelchair. She arrived hours early for her flight on Southwest Airlines in Baltimore.

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"It was suppose to leave at 7:45 p.m, then they delayed it to 11:50 p.m, then they went to 12:55 a.m, then 1:30 a.m," stated Juan Lozada-Marrero, brother and interpreter. 

Finally, the flight was cancelled around 2:15 a.m.  Lozado-Marrero had been in the airport nearly half a day. When she asked for a voucher for a room, she says she was rudely told that she was on her own.

Hours later she thought she might get on an 8 a.m. flight.

"They get her in the plane and someone...some people say that she smelled...she had a bad odor, so they just grabbed her and threw her out of the plane..." stated Juan. 

She went to book another flight and, once again, she was demoralized by a worker who sprayed disinfectant around the area.

He added, "She spent like 24 hours in the airport sitting on the wheelchair with no help with nobody to care for her..."

Finally, a good samaritan helped her wash up. She changed her clothes and after more than 24 hours in the airport, she was able to take a flight home. 

"We have to learn to respect each other and treat each other the same...we are the same...doesn't matter if you're in a wheelchair or you walk. We are the same," stated Juan. 

News10NBC reached out to Southwest on Lozada-Marrero's behalf and received a prompt response from Southwest Airlines offering her a voucher for a free fight.

This was the response from Southwest Airlines:

 "We do not provide hotel rooms for passengers when flights are cancelled for reasons beyond our control. In this case, we know this customer experienced some additional challenges with traveling on the rescheduled flight today. Our customer relations team is reaching out to her to offer a gesture of goodwill for her experience." 

Lozada-Marrero's will get a free flight *if she chooses to fly Southwest again. 


Daniella Genovese

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