JetBlue Apologizes to Mass. Mother after Toddler Forced to Urinate in Plane Seat
JetBlue apologized to a customer whose toddler was forced to urinate in her own airplane seat last week, Daily Digest News reported.
Jennifer Devereaux of Newton, Mass., was traveling with her two young daughters on board JetBlue Flight 518 from New York to Boston last Monday, when she said a flight attendant refused to let her three-year-old daughter to use the bathroom even though the plane was delayed on the tarmac.
The toddler, who waited for about 30 minutes to be allowed to use the bathroom, was forced to urinate in her own seat.
'It wasn't about bad customer service at that point; it was about bad human decency. My daughter was sitting in a pool of urine and I couldn't do anything about it,' Devereaux, according to CBS Boston. 'And as a mom it just broke my heart.'
Devereaux said she got up to clean her daughter, but the same flight attendant yelled at her and then reported her to the pilot.
The pilot then turned the plane around, announcing that Devereaux would be escorted off the plane because she was a non-compliant passenger. However, an off-duty pilot who was seated two rows ahead of Devereaux convinced the airline staff to reverse their decision.
'I am so thankful for him and other passengers for sticking up for my family's defense,' Devereaux said, according to Boston.
The incident made headlines, and prompted a representative from JetBlue to personally apologize to Devereaux.
'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, recalling the JetBlu rep's apology. 'It just felt so good to hear those words from someone from that company.'
Some Twitter users also took to social media to defend Devereaux, and JetBlue responded to one of them.
'@GregZollo We understand your concern. However, there are very strict FAA [Federal Aviation Administration] regulations when a plane is on the tarmac,' the low-cost carrier said on Twitter.
JetBlue has also issued Devereaux a $50 credit toward the airline in addition to agreeing to donate $5,000 to a charity of Devereaux's choosing.
The carrier said its employees will undergo sensitivity training, according to CBS Boston.
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