Morse said the family was forced to wait while other families were allowed to board, then the airline told them they'd saved four seats in the back of the plane, not enough for the family to sit together. Morse claimed that Ballachino's 83-year-old grandmother was placed in an emergency exit row seat.
Southwest defended its actions in a statement, saying that both parents were invited to board with their children but the third adult was not eligible to board under the airline's family boarding policy.
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