JetBlue apologizes after 3-year-old girl, denied toilet, urinates in plane seat

JetBlue Airways aircraft are pictured at departure gates at John F. Kennedy International Airport in New York in this June 2013 file photo.
FRED PROUSER | REUTERS
JetBlue Airways aircraft are pictured at departure gates at John F. Kennedy International Airport in New York in this June 2013 file photo.
Posted June 15, 2014, at 5:44 a.m.

JetBlue Airways on Saturday apologized to a mother who said her child had to urinate in her airplane seat because a flight attendant would not let her use the restroom while the plane sat on the tarmac at a New York airport.

“Our team reached out directly to the customer today to offer an apology for her experience,” said a JetBlue statement issued by spokesman Sebastian White.

Jennifer Devereaux told WBZ-TV in Boston on Friday that she was denied a request to let her 3-year-old daughter use the bathroom while the plane was delayed in taking off from John F. Kennedy International Airport on a flight to Boston.

After a half-hour wait, the toddler urinated in the seat.

“It wasn’t about bad customer service, it was about human decency,” Devereaux said of the incident on a Monday flight.

JetBlue said the airline was following Federal Aviation Administration regulations that require all passengers to remain seated while a plane is on the taxiway because of the risk of sudden movement.

“The crew made a safety and FAA regulation-based decision,” the airline said.

In addition to the apology, JetBlue gave Devereaux a $50 credit toward a future flight and offered to give $5,000 to her favorite charity, White confirmed.

Devereaux could not be located for comment Saturday, but White directed a reporter to a statement she made on Twitter about JetBlue’s response.

“Happy tears,” she wrote, adding that “a really nice lady apologized to me!”

 

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