BOSTON (CBS) – Jennifer Devereaux says she had a nightmarish experience earlier this week while traveling with her two daughters on board JetBlue flight 518 from New York to Boston.

“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 said. “And as a mom it just broke my heart.”

Update: JetBlue Apologizes

Last Monday, Devereaux says their plane was delayed on the tarmac. After about a half-hour, her 3-year-old daughter Summers started crying, and told her mom she needed to go to the bathroom. But Devereaux says the flight attendant refused.

“She snapped at me, ‘No sit down,'” Devereaux said.

Summers was forced urinate in her own seat. As Devereaux got up to clean up the mess, she claims the flight attendant yelled at her a second time.

“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,” Jennifer said.

Eventually the pilot turned the plane around and started to head back to the gate. He announced over the loud speaker that there was a non-compliant passenger on board, and they were bringing her to security. That’s when Devereaux says she got really scared.

Fortunately, an off-duty pilot who was sitting two seats in front of her came to her defense and convinced the crew to let her stay.

“I am so thankful for him and other passengers sticking up for my family’s defense,” Devereaux said.

Devereaux did write a complaint letter to JetBlue about the alleged incident.

“I want an apology and I don’t want them to do this to any other family. I want this behavior to be stopped,” she said.

A statement from a Jet Blue spokesperson says they are looking into the situation and plan to reach out directly to Devereaux.

“We are aware of the complaint and are actively investigating. Our team will be reaching out directly to the Customer to gather more information,” the statement said.

After the story first published online, JetBlue did respond via Twitter to at least one person questioning the airline.

@GregZollo We understand your concern. However, there are very strict FAA regulations when a plane is on the tarmac. — JetBlue Airways (@JetBlue) June 14, 2014

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