The U.S. airline American Airlines has apologized to a family who were denied boarding on an international flight from Puerto Rico after the airline read the mother’s passport expiration date incorrectly.
In a statement, American Airlines said it “sincerely apologize[d] for the inconvenience” and that it “occasionally makes mistakes.” The airline also said that it had responded to the family “quickly and sincerely” and that it was “doing all that we can to assist them during this experience.”
American Airlines also said it was working with the family and local authorities to provide them with the necessary documentation to make their trip a success.
The airline added that it was committed to “ensuring the best experience on all our flights both domestically and internationally and we regret that this experience did not meet our expectations.”