A mother said in a TikTok video that JetBlue damaged her toddler’s car seat during a checked-baggage trip and later offered travel credit instead of a replacement.
Celine Ann Glover, who posts as @celineannglover, said this was the family’s first flight on JetBlue. She stated they usually fly United because she finds that airline more child-friendly and more accommodating to military personnel.
She said her 2-year-old daughter’s car seat was checked at the ticket counter. She claimed that after they landed in Orlando and collected their baggage from the carousel, the headrest was broken, and the cup holder was gone.
A month-old claim meets a $300 travel credit offer
In the video, Glover pointed to a photo of the car seat on a patterned carpet and indicated the damaged headrest. She said the headrest was made to protect her daughter’s head in a vehicle crash. She added that the cup holder twists into place and asked, “How does it untwist?” She said she, her husband, and other people from the same flight saw the car seat thrown down at the carousel.
Glover stated that some bystanders told her to take the seat to customer service right away because it was a child’s safety item. She said she was not comfortable putting her daughter back in the seat JetBlue had handled. She and her husband went to customer service, where she said the staff told them to file a claim online. She stated they had been home for almost one month and the issue still had not been resolved.
The U.S. Department of Transportation says airlines are responsible for repairing or reimbursing a passenger for damaged baggage and its contents when the damage happens while the item is under the airline’s control during transport, subject to maximum liability limits. DOT says passengers should file a claim as soon as possible.
DOT also says airlines are not responsible for pre-existing damage or damage caused by improper packing. When an item cannot be repaired, DOT says airlines negotiate compensation based on the value of the item and its depreciation.
DOT says airlines often exclude liability for certain categories of items, such as fragile items and other valuables, and that those exclusions are typically listed in an airline’s contract of carriage. For domestic travel, DOT says airlines are not required to pay for items they have excluded in that contract.
DOT says airlines do not have to cover fair wear and tear. It also says airlines cannot exclude liability for damage to wheels, handles, straps, and other components of checked baggage.
Glover showed a screenshot of a JetBlue “Communicate With Us” message. The message, as displayed in the video, said that without the original receipt or other valid proof of purchase, the airline was unable to offer monetary compensation but would offer a $300 travel credit.
She reacted in the video by saying, “I’m sorry, what?” She pointed out that her daughter is 2 and asked who keeps an original receipt for a car seat in case an airline later damages it, especially if the seat was a gift.
Glover said she was not asking JetBlue for a free vacation. “All I was asking for from JetBlue was to replace her car seat,” she stated. She described the item as child safety equipment required by law, not a suitcase. Her experience adds to a pattern of passenger concerns, such as when a JetBlue passenger white-knuckled a turbulent flight as an attendant delivered a chilling message.
She said JetBlue damaged the car seat and was still expecting her to use it. “Absolutely not,” she added. She stated this first JetBlue trip would also be the family’s last. In her caption she wrote that she still had not received a proper resolution and that she was told flight credit was the only option without a receipt. She asked JetBlue, “How is this acceptable?”
Glover advised other parents to inspect a child’s car seat as soon as it comes back from an airline, take photos and videos, and document everything. She ended the video by saying, “JetBlue, you lost the Glover family.”
Some viewers sided with her in the comments. One person wrote, “Let them know girl reposting to share your story how dare they.” Another commenter said car seats cost a lot now and urged her not to drop the claim. They wrote, “Id be p****d to! Car seats aren’t cheap now a days. Don’t let it go. Let them pay for it. Billion dollar company & thats the best they can do? Ridiculous!”
A third commenter said they used to work in the airline business and claimed carriers should replace a damaged seat and often keep extras in baggage. They wrote, “I worked in the airline business before, they have to give you a replace seat if they damage it, and they should have some in their baggage room! Don’t let this ride at all!!”
One more comment tagged the airline directly: “@JetBlue unacceptable! Replace the car seat.” Other travelers have also reported issues with JetBlue mishandling their belongings, such as when a Charlotte woman’s suitcase sat with the airline for days, losing her Louis Vuitton shades and Gucci slides.
Published: Aug 27, 2026 06:50 am