The TSA, even though they are apologizing, question the woman's story and believe there was some kind of misunderstanding.
We talked to all of our people and they didnt touch her insulin," said TSA spokeswoman Pat Ahlstrom.
Ahlstrom said ice packs are only allowed if theyre completely frozen and the womans were not.
I talked to the supervisor, who said she was upset. She calmed down and (said) she needed ice and (the TSA agent) told her how to get ice from the concourse and went on," Ahlstrom said.
Regardless of this case, the American Diabetes Association told 7NEWS that many diabetics face obstacles and humiliation when they travel.
I think we should, you know, make every effort like this to educate people, so it happens less often or not at all," said Dr. Michael McDermott, with the American Diabetes Association.