NEW YORK (CBSNewYork) — JetBlue has apologized to a Massachusetts mom whose toddler daughter was forced to urinate in her seat after a flight attendant refused to let the girl use the plane’s restroom, the mother said.
As CBS 2’s Jessica Schneider reported, Flight 518 from New York to Boston was waiting to taxi for 30 minutes at JFK Airport on Monday when Jennifer Deveraux’s 3-year-old daughter, Summer, started crying and told her mother she needed to use the bathroom.
The flight attendant refused the request, Schneider reported.
“She snapped at me, ‘No, sit down,'” said Deveraux.
Summer was forced to urinate in her own seat. Deveraux, of Newton, Mass., said when she got up to clean the mess, the flight attendant yelled at her again.
“And I said, ‘Please give me a break. My daughter had an accident because you wouldn’t let me take her to the bathroom. After I clean it up I will sit down.’ She turned around and reported it to the pilot,” Deveraux said.
The pilot turned the plane around and went back to the gate, announcing on the loudspeaker that there was a noncompliant passenger on board, Schneider reported.
“It wasn’t about bad customer service at that point; it was about bad human decency,” Deveraux said. “My daughter was sitting in a pool of urine, and I couldn’t do anything about it. And as a mom, it just broke my heart.”
An off-duty pilot sitting two seats in front of the pair came to their defense and convinced the flight crew to let her stay.
JetBlue apologized Saturday, offering Deveraux a $50 credit and $5,000 to be donated to the charity of her choice, WBZ-TV in Boston reported.
“She said: ‘I am a mom, too. I understand what you’re going through, and I am so sorry this happened to you,'” Devereaux said. “It just felt so good to hear those words from someone from that company.
“I am so happy this all turned around for the good.”
JetBlue said employees will undergo sensitivity training, WBZ-TV reported.
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