Tampa (Florida, USA) - Melissa Sotomayor wanted to fly from Tampa (Florida) to Newark (New Jersey) with her two-year-old son Noah. However, as her child is "medically complex", she needed special equipment. While the outward flight went smoothly, she was to have an unpleasant encounter with the crew on her return.

In a ten-minute TikTok video , she described her shocking experience and warned others who care for relatives with special needs that they had better not get on a United Airlines plane . But what happened?

Sotomayor's son is visually and hearing impaired and depends on a ventilator and a feeding tube. Although she had already submitted all the necessary documents and authorizations, the crew refused.

As soon as she had taken her seat, a flight attendant approached her and asked her to disconnect her son from the mobile oxygen concentrator.

Sotomayor explained that this was impossible as the equipment was vital for her child. She showed him all the documents, including the official authorization from United Airlines itself.

But that was not enough: another flight attendant appeared and demanded that the medical equipment be stowed under the seat. Sotomayor also explained to her that this was not feasible.

Finally, a third flight attendant even came with the same request, even saying that Noah would be fine until she reached cruising altitude.

Because the crew classified Sotomayor as uncooperative, she was to be moved to another seat - even though her seats had been specially assigned by United's accessibility department.

Finally, the pilot intervened. He accused the mother of problematic behavior and claimed that the flight was "too dangerous" for her son. Even when she showed him the documents approved by the Federal Aviation Administration (FAA), he refused to change his mind.

Sotomayor was now completely distraught. Other passengers jumped to her side and criticized the crew's behaviour as harassment.

When she pointed out to one of the flight attendants that her actions violated the Americans with Disabilities Act, she only received a dismissive reply: "I'm sorry you feel that way."

The pilot delayed the departure for over an hour because he was consulting with superiors at United Airlines. Finally, he announced - without a further conversation with Sotomayor - that the flight would now take off. At least she was finally able to start her return journey.

A subsequent phone call to the airline also failed to clarify the situation.

"We have spoken with the customer to address her concerns and apologize for any inconvenience she may have experienced," United Airlines nevertheless later told People magazine.

Sotomayortold CNN that although the airline had called her, she did not accept the apology. "They saw my video. The apology was not sincere," she said.