Ifrah said that all passengers were asked to disembark and then allowed to board the plane again - except for her family. In the video, Raanan and Ifrah repeatedly ask for an explanation, and the flight attendant tells them they need to call the airline for further information.
"What they did to us was just - no family should ever go through that", she said. Neither video shows the moment leading up to the request.
Ifrah and Raanan became infuriated as the manager did not specify to the family why they were being forced to the exit the plane. Ifrah cries as she questions the security person about how she will get her children's belongings and return to John F. Kennedy International Airport. "We were thousands of miles away from home".
"You've got to be kidding me - you're stopping a whole plane", she added. In a second video, passengers can be seen re-boarding while the flight attendant, Broward County Sheriff's officers and the flight attendant talk in the terminal.
"The customers were not removed due to the actions of their children", says JetBlue in response.
"The aircraft door was reopened and our airports team politely asked the customers to step off to discuss the situation", the airline said in the statement.
"The customers refused repeated requests and our crewmembers deplaned the entire aircraft", they added. "Law enforcement escorted them out of the gate area and we provided a refund", it said.
Outside the plane, the couple continued to press the airline for answers about their removal but the supervisor said there was "no need to give an excuse".
"We are investigating whether the customers' behavior warrants restrictions on JetBlue travel and we thank our crewmembers for their professional handling of this unfortunate incident", JetBlue said.
JetBlue has not said much about this incident only telling WTVJ-TV in Miami, "We are looking into this and will get back to you shortly". Templer said JetBlue's statement references its Contract of Carriage.
The family's lawyer couldn't immediately be reached.
"It is imbecilic to believe that the incident occurred the way JetBlue wants to suggest", he said. The family shot video as a flight attendant calmly asks them to disembark to discuss the situation. You can take it up with JetBlue - make a complaint, sue them. The family claimed they didn't get their checked luggage until a week later, that JetBlue never explained why they were removed from the flight, and that they were banned from all future flights. Templer said although his client found it offensive, she does not have any recollection of doing anything other than attempting to calm her child down.
The family was told to find overnight accommodations before taking their re-booked flight the next morning, but JetBlue didn't unload their luggage from the plane, leaving the family without clothes or baby supplies, according to the report. They were informed it had been returned to Fort Lauderdale.
JetBlue strongly disputed Raanan and Ifrah's account of the untimely ouster.
"They are making me out to look like I threatened and used curse words", she said. "I want my kids home to New York", Mandy said.
According to Templer, the family initially just wanted an apology, reimbursement and an explanation from JetBlue.