Southwest said that a “processing error” during the check-in process which caused Vaticano to be misplaced.Reuters

Family members say an elderly woman was left all alone in her wheelchair at an airport in New Jersey.

Alice Vaticano tells WCBS-TV in New York that she was planning to fly on Southwest Airlines from Newark Liberty International Airport to Denver. Vaticano’s daughter says a skycap promised to wheel her mother directly to her assigned gate, but instead left her alone in the airport.

The 85-year-old Vaticano, who is diabetic, was not injured in the incident. But her family says some of their questions have not been answered.

Southwest told WCBS that a “processing error” during the check-in process caused the problem, and they have counseled they employee involved. When the airline realized what happened, they put Vaticano on a connecting flight and gave her two $100 vouchers.