QUESTION: On Dec. 26 my 11-year-old grandnephew, CJ, boarded a United Airlines flight from LAX to Denver and then on to Durango, Colo. He was traveling with his 15-year-old cousin and 13-year-old sister to spend a long weekend with his grandfather. The tickets were booked weeks before, and the agent was asked many questions to ensure the kids would be able to travel together. The agent assured that there would be no problems with the younger two kids connecting in Denver. Just before the plane pulled back from the gate, a gate agent pulled CJ from the flight. The agent told CJ’s mother, who had remained at the gate, that CJ was too young to fly unaccompanied on a connecting flight. Why would United issue tickets for an 11-year-old if this was against policy? Great job, United. — Patricia Tencza, Phoenix

ANSWER: Here’s another role United played after we contacted it: abashed airline.

"We should not have sold the seat for the 11-year-old without a guardian over 18," Jennifer Dohm, a spokeswoman for United Airlines, said in an email.

"We’re reaching out to the customer to apologize for the error and to refund the ticket. We’ll also offer a goodwill gesture."

The gesture includes a voucher and some sort of gift from United, CJ’s grandfather said by email.

On its website, United’s rules for unaccompanied minors are clear: "Children 5 to 11 years of age who are not accompanied on an aircraft by a parent, legal guardian or someone who is at least 18 years of age are considered unaccompanied minors and are subject to specific restrictions. … Unaccompanied minors can only travel on nonstop flights operated by United or United Express."

The topic of kids and flying is fraught with complications. Next time, do a Google search for "children traveling alone" or "unaccompanied minors" and the name of the airline and the rules. When you’ve chosen the airline your young one will be flying, it’s best to study those rules carefully.

You’re probably asking why you should have to, especially when you’re dealing with someone who is supposed to be a travel professional.

Short answer: You shouldn’t, but where kids are concerned, it may be the only way to be sure.

Catharine Hamm, Los Angeles Times