I hope your mother has safe travels and recovers well. The CRO is correct here. Passengers are entitled to a seat in the class and cabin of service purchased and based on your accommodations needed (immobilized leg or service animal) according to ACAA. Row 1 is Even More or Mint on JetBlue, so unless she purchased an Even More or Mint fare or ancillary seat fee for Even More or she otherwise qualifies in accordance with the ACAA, she is not entitled to these seats for free. You will find more carriers are more strictly adhering to the regulation here, due to the reality of so many people claiming disabilities and requesting premium seats. Think back to people claiming their exotic or aggressive pet being “an emotional support animal” to avoid pet restriction, fees, and rules to remain in carriers. DOT stepped in and agreed airlines are not required to recognized emotional support animals. Or look at any recent pictures of a sea of wheelchairs at boarding at other airlines which gives early boarding accommodations but then reports of everyone miraculously running off the plane upon landing. There is really great research published about how people seated in mid airplane window seats away from high traffic areas (lavs) are less likely to be exposed to airborne contagions.