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Jan. 26, 2018

In a hospital in Minnesota, Carrol Amrich’s mother was dying.

In Pueblo, Colo., a thousand miles away, Ms. Amrich was frantically trying to get there in time to say goodbye.

Holding a United Airlines ticket purchased for her by her landlord, she probably would have. But minutes before departure, already buckled into her seat, she was ordered to leave the plane. The gate agent told her that her reservation had been canceled. Traveler Help Desk, the online agency that sold the ticket, had rescinded it because the landlord made a change directly through United — even though United had assured the landlord that it was not a problem to do so.

Unable to fly, Ms. Amrich drove through the night, not stopping even to use the bathroom. Her sister, in the hospital room, held a phone to their mother’s ear, and Ms. Amrich begged her to hold on.

She was still driving when her cellphone rang again. Her mother was dead.

“I cried the whole way from Pueblo,” Ms. Amrich said in a phone interview on Jan. 18, two days after her mother died. “I’ve been awake for two days. I haven’t had anything to eat in two days.”

I didn't like: Removal of passenger carrol armrich.

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