The airline offered the apology after Jennifer Deveraux, a photographer from Newton, Mass., said her JetBlue Flight 528 was delayed on the tarmac for 30 minutes and flight attendants prevented her daughter from using the restroom.
"We hadn't taken off yet so I asked the flight attendant if she could quickly use the bathroom," Deveraux said. "The flight attendant snapped back at me, 'No, sit down.' I sat down immediately. I was pretty shocked."
The woman said her daughter eventually urinated in her seat and the flight attendant yelled at her again when she tried to get up to clean the mess.
"No one offered to bring my anything to help clean it up. I took the sweater off my body and soaked up the mess with my clothes," Deveraux said.
A JetBlue representative has since reached out to Deveraux to apologize.
"She said 'I am a mom too. I understand what you're going through and I am so sorry this happened to you,' " Deveraux said. "It just felt so good to hear those words from someone from that company."
"They said they will be doing some sensitivity training with the crew and some teaching about how to work better with children."
In addition to the apology, the airline offered the family a $50 voucher and a $5,000 donation to a charity of the family's choice.
"I don't care about a voucher, that kind of stuff doesn't really matter to me," Deveraux said. "But I did want an apology for my family because we really felt like we were mistreated and we felt awful about it."