Low-cost carrier JetBlue has issued a personal apology to a customer who was wronged during one of its flights earlier this week, according to CBS Boston.

Jennifer Devereaux, a mother of two young girls, was aboard flight 518 from New York to Boston Monday, when her 3-year-old daughter was refused entry to the bathroom.

A flight attendant refused to allow her daughter to use the bathroom, despite the fact that the plane was delayed on the tarmac.

The young child was forced to urinate in her seat.

This only angered the same flight attendant who had refused the child entry to the bathroom. The flight attendant yelled at Devereaux, then reported her to the pilot.

The pilot then began to turn the plane around to return to the gate, announcing that a non-compliant passenger was on board — Devereaux — and that she would be escorted off the plane and handled by security.

“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,” said Devereaux, to local CBS affiliate WBZ-TV on Friday. “And as a mom it just broke my heart.”

An off-duty pilot who was seated two rows ahead of her, and understood her plight, was able to convince the airline staff to reverse their decision.

The incident quickly made headlines, and a representative from JetBlue personally apologized.

“She said ‘I am a mom too. I understand what you’re going through and I am so sorry this happened to you,’” recalled Devereaux. “It just felt so good to hear those words from someone from that company.”

In addition, JetBlue has issued Devereaux a $50 credit toward the airline and agreed to donate $5,000 to a charity of Devereaux’s choosing.

“I am so happy this all turned around for the good,” said Devereaux.