The announcement that overhead bins were full, and everyone still remaining to board would have to gate check their carry on bags, came at the worst possible moment for one American Airlines passenger. She was carrying her mother’s ashes.

When she explained that to the gate agent, she says she was told to “take them out of the bag and hold them.” She doesn’t share whether her own reaction to this was intemperate, but says that she was “yelled at” and threated with arrest.