Jennifer Devereaux and her 3-year-old daughter Summers were waiting on a JetBlue flight from New York’s JFK airport when the plane was delayed for 30 minutes.
As the plane was sat on the tarmac, Jennifer asked to take her daughter to the toilet, flight attendants refused and told her to stay in her seat, despite Summers becoming desperate.
Jennifer told local news: ‘It wasn't about bad customer service, it was about human decency.’
‘My daughter was sitting in a pool of urine and I couldn't do anything about it.’
Following the report, JetBlue released a statement saying that they had contacted Jennifer to ‘offer an apology for her experience.’ They also said that staff had been following rules which prohibited passengers from leaving their seats whilst the plane was on the tarmac incase of any sudden movements, which could cause injury.
JetBlue added: ‘The crew made a safety and FAA regulation-based decision.’
The airline then offered Jennifer and her daughter a $50 credit towards a future flight with JetBlue and a donation of $5000 to a charity of their choice.
Jennifer later posted on Twitter: ‘Happy tears, a really nice lady apologised to me!’