JetBlue Airways Corporation

I planned a trip to Aruba with family and friends to celebrate my 50th birthday. We were booked on flight 345 on March 28th leaving out of Newark airport. On the night of March 27 I attempted to add another bag to my reservation. JetBlue website would not allow me to add the bag. We arrived at Newark airport at 6:15AM on March 28th. The kiosks would not print bag tags or allow me to add a bag. I was able to print my boarding passes after several attempts. We were told we would have to wait in line. The line for JetBlue the morning of March 28th was ridiculous. Apparently an Orlando flight was canceled and numerous people were trying to rebook it. There was no one around to help us. You had limited staff working at the airport. By the time we got up to the window we were told we missed the flight. The only thing they could do was rebook us on a flight out of JFK on March 29th.
My family ended up taking an UBER to Jamaica Queens and spending the night at the Hilton New York/JFK airport hotel. (Cost of UBER $193.33, Cost of Hotel $100.06, Cost for dinner 129.57)
Unfortunately the VAULT COVID tests I purchased through JetBlue were not valid for the March 29th flight. I should have been lying by the beach for my 50th birthday, instead I was living a nightmare.

I am beyond disappointed with JetBlue. I feel JetBlue should reimburse me for the flights to Aruba, VAULT COVID tests, UBER ride and hotel.

I have emailed and phone JetBlue numerous times. (house on hold to get through) I mailed a letter and my receipts to JAMIE at Customer Commitment. I have yet to hear anything back.

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we nevertheless provide the following response: All fares are subject to change until purchasedWe are not able to honor fares from days prior, we are only able to offer the current fare on the day of questioning We appreciate the opportunity to state that on the day of booking, May 27th JetBlue discounted the fare at 15% at the time of bookingThe fare was adjusted during the actual course of the conversation and no additional adjustments were offeredWe are sorry for any misunderstanding of this MrD [redacted] and MrH [redacted] traveled May 30th and returned June 1stAll services were rendered accordingly We appreciate they chose to travel with JetBlue and look forward to welcoming them back onboard again soon Kind Regards, Kelly Corporate Customer Support JetBlue Airways

Complaint: [redacted] I am rejecting this response because: You did not address my concern at all or even mention it in your response My concern is that no one was available to assist my handicapped daughterThat is why I arrived at the baggage claim 30-prior to departureI was at the terminal earlier than that but no one was available to assist my familyResponding to my decline of the paper boarding passes, yes, that is trueBut I indicated to the counter person that I had electronic passes on my phone and my daughters was locked outShe said to proceed to the security check inIt would have been irrelevant anyway if I accepted paper boarding passes because my daughters pass was locked out and even the manager (Milady) had a hard time unlocking it, so I would have missed my flight anyway if I would have accepted the paper copies to begin withIt's not my fault that the passes were locked out because of handicapped issues You failed to mention that a lot of time was wasted by the baggage lady searching for assistance while I was at the baggage claim as I indicated in my original letterI acknowledge and appreciate the food vouchers, but they were given to me around or 10PM and everything in the terminal was closed already, so what good was itI also appreciate the flight the following morning, but JetBlue makes it sound like they are doing me a favor for something they did wrongIt was not my fault that I missed my flight, especially when my bags were checkedWouldn't that indicate that I was going to make my flight, otherwise why would you check my bags if I wasn't going to be on the flight.As a business owner, the $credit given to me is a win win for JetBlue, not meI come back and end up spending more money on another flight equals more profits for JetBlueI understand how this works, give the customer something to recognize them, but they still have to spend more money.My main concern is that there was no one available to service my handicapped daughter and her pass being locked outAs indicated in my original letter, I have filed a complaint with the ADA and will take legal action if necessary My hope is that we can come to a reasonable solutionAt minimum, a full credit for a future flight, not $credit where I have to spend more money Sincerely, [redacted]

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we’ve reviewed the complaint filed by [redacted] and are responding through the Online Complaint SystemDear [redacted] , With customer service a top priority, we're sorry to learn of the difficulties you experienced during your recent travelWe recognize you have previously wrote in regards to this complaintWe are sorry you have been unhappy with our responseWe see that our Crewmembers declined your request to reimburse you for your airfare, and we stand by that decision and deny your request as wellWe are sorry you declined our previous offers to issue each Customer on your reservation a $JetBlue Travel Bank credit, for a total of $However, we can still offer this to you and your familyIf you choose to use them, they will be good for one year from the date of issueFor ease of use, we would be happy to issue them all under your name as well.We recognize by offering this credit can not take back a negative experience, but we offer it to offset your hotel costs as well as a gesture of goodwill and as an apology for your inconvenience.Feel free to call 1-JETBLUE or reach out to us by email at [email protected] if you change your mind regarding the credit, we have noted your account in this regardThank you for being a value Customer and we look forward to serving you once again.Sincerely, NicoleJetBlue | Customer SupportExecutive OfficesTell us why here

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we’ve reviewed the complaint filed by [redacted] and are responding through your Online Complaint SystemDear Mr***, Thank you for your emailWe attempted to contact you by phone today to discuss your concerns but were unable to reach youA message was left with contact information on how to reach usPlease reply to this email and let us know when it would be convenient for us to call you.We regret hearing there was a lack of compassion with our customer service, a weather cancellation and disruption in your vacation plansWe can only imagine the disappointment and frustration being experiencedWeather can reap havoc that is for sure, however; our customer service is something we can control and we apologize we fell shortWe look forward to speaking with you soon, Mr*** Regards, Kelly JetBlue | Customer Support Executive Offices Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please see the attached documents regarding my response and subsequent copy of the receipt requested Sincerely, [redacted]

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we’ve reviewed the complaint filed by [redacted] and are responding through your Online Complaint System We appreciate you reaching out to JetBlue and the Revdex.com regarding service from Aruba to JFK on January 6thJetBlue did experience weather related delays that did impact our entire operationAs a result of this many of our fair weather destinations felt the impact and we regret hearing the level of service provided was less than stellar Our records show all customers onboard flight January 6th did receive courtesy credits for $and the following day an additional $While we recognize these credits will not take away from the experience you had, we do hope you will use them in the spirit intendedWe will be sharing sentiments and feedback with our Airport Leadership for coaching and feedback We want you to know how much JetBlue appreciates your support, and know that without you and many other valued customers, we would not be the airline we are todayYou can be certain every effort will be made to ensure our standard of service meets your expectations in the future Kind Regards, Kelly H [redacted] JetBlue | Customer Support Executive Offices

Although as an airline JetBlue is not governed by the Revdex.com we are happy to address your complaint through this forumWe understand how difficult it can be to have ones plans disrupted and empathize with the inconvenienceEven More Speed is offered as a convenience for customers and TSA offers that option when staffing permitsUnfortunately with the additional complications of the construction in Orlando it may not always be availableAs a courtesy we have refunded the $per person fee paid for that service in Orlando to the original form of paymentContact that service for information on how to retrieve your refund.As noted in an email sent to you prior to your flight, the airport in Orlando is undergoing a major construction project and all customers are advised to arrive at the airport three hours before their scheduled departureOnce the flight is closed a customer may choose to be reaccomodated on the next available flight to their destination or to an alternate city from which they can complete their tripSince the next flight to Stewart Airport was the following day your party chose to fly to Newark as an alternate city We understand that missing your flight was inconvenient and frustrating for you all however TSA lines are not within our controlWe respectfully decline compensation for costs associated with your missing your originally scheduled flightWe are glad you were able to get to New York the same day and look forward to serving you on JetBlue in the future under better circumstancesRegards, Sharon E [redacted] JetBlue, Customer Support Executive Offices Tell us why here

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we nevertheless provide the following response: We regret the circumstances you were in while waiting to depart White PlainsJetBlue Bill of Rights credits were issued in accordance to the guidelinesYou were scheduled on flight that morning and that flight was cancelledYou were then, rebooked on flight and successfully completed this flightWe apologize for any misunderstanding Our records also show you contacted JetBlue to express your disappointment with the credits received and as a gesture of goodwill we issued an additional $per person and this was added to each travel bank accountWe understand that you have not been satisfied with the answers you have received however accurate they have beenIn an effort to honor the integrity of our guidelines we are respectfully declining your request for further credits We appreciate your concerns regarding White Plains communication and have forwarded them to our Airport Management team for review and discussionPlease know our customer's voice is a large part of our daily review and process for improvement and we value the feedback you have shared We look forward to a time when we can welcome you onboard and we trust that you will have travel experiences that are exceptional Kind Regards, Kelly Corporate Customer Support JetBlue Airways

Dear [redacted] ,Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we’ve reviewed the complaint filed by [redacted] and are responding through the Online Complaint SystemThank you for contacting JetBlueWe are very sorry to learn of your continued disappointment You are a valued customer and we truly regret that your customer service experience was not the smooth and pleasant one we strive to provideThe fare you purchased was a non-refundable fareJetBlue does however allow for Customers to cancel their flight prior to departure and still receive a JetBlue Travel Bank Credit for the full amount, minus a penaltyThese terms and conditions are agreed to by the consumer prior to your purchaseFor further information regarding our contract of carriage please visit https://help.jetblue.com/SRVS/CGI-BIN/webcgi.exe?St=170,E=0000000000348192297,K=...⇄ https://www.jetblue.com/p/jetblue_coc.pdfWe are sorry you felt the refund that was issued to your Travel Bank account should have been issued as a credit to your credit cardWe respectfully decline your request to have it converted from a Travel Bank credit to a credit to your original form of paymentHowever, we are willing to issue you an additional $Travel Bank credit, which was the penalty that was issued when you canceled your flightCredit is valid for one year from the original date of issuanceSince you're a TrueBlue member, you can access your Travel Bank account with the same login credentials you use to access your TrueBlue accountWhen you're ready to book a flight, visit jetblue.com and choose Travel Bank as your first form of paymentIf you'd like to check your balance or transactions, or if you have any additional questions about credit, visit bit.ly/JBcreditFAQWe do hope you will be pleased with the additional credit that has been added to your accountWe do value you as a JetBlue Customer and we do hope you will travel with us again real soon.Kind regards,Nicole HJetBlue | Customer SupportExecutive OfficesTell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My points were restored and I received a phone call and an apology from JetBlue After they listened to the conversation they realized my mother neber said to use my points but to use her credit with jetblue The mn that wrote the response to the Revdex.com DID not bother to look into the situation I sent an email to the CEO office and they responded and corrected the situation Thank You Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The amount of my ticket before taxes was not $The amount before taxes was $Taxes was $Total amount paid was $Why are you only offering $75? Sincerely, [redacted]

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we nevertheless provide the following response: We appreciate the opportunity to clarify your account details showing that Prior to June 17, all TrueBlue points expired one year of inactivityYour TrueBlue account does not show any qualifying activity between May 16, and May 30, regrettably, your points expired and cannot be reinstated TrueBlue accounts have always been self managed accountsAll consumers are responsible for their point balances and making sure they are accurateAs stated, the guideline prior to June 17th was always --points expire one year from the date the are earned unless there is qualifying travel or JetBlue American Express points that extend the lifeWe regret any misunderstanding JetBlue works hard to be fair to all of our customers and in an effort to honor the integrity our these guidelines we are respectfully declining your request to reinstate points that did expire due to no activity for the year mentioned above We wish you all the best with future travel and hope JetBlue is considered Warm Regards, Kelly Corporate Customer Support JetBlue Airways

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we nevertheless provide the following response: We appreciate the opportunity to advise you that our obligation to customers, per our Contract of Carriage, is to provide the next available flight by which seats are availableAlso, we communicated with Emirates and made every attempt to seamlessly get you on the next flight to DubaiAlthough this required a hotel stay, we regret hearing your disappointment with the level of service Although we are unable to provide you with the compensation you are requesting, we can assure you that your concerns have been researched properly and the facts previously shared with you are accurateWe can only apologize if we have not met your expectations in our service to you and if we have been unable to respond to your concerns to your satisfaction We wish you all the best and hope to welcome you onboard JetBlue again in the future Warmest Regards, Kelly Corporate Customer Support JetBlue Airways

Dear [redacted] , Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we’ve reviewed the complaint filed by [redacted] and are responding through your Online Complaint SystemWe thank you for reaching out to JetBlueWe are happy to address your concerns We’re sorry to hear that your experience was not as pleasant as it should have been and that your luggage was damaged The experience you described is not typical of the customer service standards we work to maintainWe want our customers to receive outstanding customer service each time they fly with usWe truly appreciate you taking the time to share this experience and we will ensure that your feedback is taken into consideration as we evaluate the areas in which we can improve the quality of our service.Your baggage claim is being handled through our Central Baggage center Your baggage claim number is [redacted] Please call our central baggage 1-866-538-for all details regarding your baggage claim They deal directly with baggage claims and can best assist you with your request for a refundWe thank you for flying on JetBlue Kind regards, Cherish JetBlue | Customer Support Executive Office

Complaint: [redacted] I am rejecting this response because I am very disappointed that JetBlue is not willing to do anything else for completely ruining my travel plans and not even refund me the full flight costI will be looking elsewhere for my travel needs in the future Sincerely, [redacted] ***

Customer Email: [redacted] Re: Email received - Sat 4/22/2017, Contact # [redacted] Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we’ve reviewed the complaint filed by Ms [redacted] and are responding through your Online Complaint System Dear Ms [redacted] ,We have received your complaint to the Revdex.com regarding your experience with JetBlue regarding your scheduled April travel from LaGuardia to West Palm BeachWe appreciate the opportunity to respond to your concerns.We certainly recognize the customer inconvenience when a flight does not operate as scheduled, and we do make every possible effort to prevent such irregularitiesDelays and cancellations are at times unavoidable, but necessary to ensure the safest possible operation.We sincerely apologize that when Flight [redacted] from LaGuardia was canceled due to an aircraft maintenance issue, you were not notified in advance of the cancellationOur records do not reflect any contact information for you personally in the reservation due to your booking with an online travel agency who was managing your travelWe are sorry you were not informed.When your flight was canceled, you were automatically reaccommodated to the next available flight with the same routingWe apologize that it was difficult for you to find a more acceptable alternative schedule, but we were pleased to reaccommodate you the same day to travel from Newark to Fort LauderdaleWe sincerely apologize that you understood you would be provided an Even More Space seat on the new flight, and it was not provided.We understand the additional expense you incurred to reach your desired destination of West Palm Beach by driving and have reviewed your statement mentioning your out of pocket expenses related to this occurrenceGenerally speaking, in accordance with our Contract of Carriage, we don't offer reimbursement for out-of-pocket expenses incurred during flight disruptions; however, we're pleased to see you received a JetBlue credit in the amount of $as a token of our apology for the delay and inconvenience.In order to stay consistent and fair to our pre-established compensation guidelines, we must respectfully decline your request for $cash, but we may be able to reimburse your actual taxi expense when you required ground transportation to different airports as a result of the canceled flightWe ask that you please submit copies of the actual receipts for your taxi expense for our reviewYou can submit them to JetBlue via email to [email protected] or by faxing them to 801-449-2440, Attn: Sherri / Executive Offices.We have issued an additional JetBlue credit as a further token of our apologyWe understand that a credit does not take away your difficult experience; however, we hope you will accept it in the spirit of goodwill intendedThe details are as follows:User ID: [redacted] Password: Sent via separate e-mail [redacted] Service Credit: $100Expiration Date: April 25, 2018This credit is available to purchase future airfare with JetBlueThe expiration date is the day by which a reservation needs to be bookedTo book a flight using your credit, visit JetBlue.com and select your dates of travel and city pairs At the payment screen, please select "Apply JetBlue Credit." You will be prompted to enter your User ID number which is noted above You will then be asked for a password which is being sent to this e-mail address Please save this information as you will need it to book travel using your creditYou will then be prompted for a credit card if there is any remaining balance owing for your travel.Again, Ms [redacted] , we regret your difficulty, and hope to welcome you onboard again, where we are confident we can provide a more pleasant experienceWe look forward to receiving your taxi receiptsThank you for choosing JetBlue!Kind regards,SherriJetBlue | Customer SupportExecutive OfficesTell us why here

Hello, My name is [redacted] (name on reservation) The confirmation number for the payment I am disputing appears on my online bank statement as "Debit Card: JETBLUE [redacted] BELLEVUE WA 09/18/16" for a total amount of $446.25, which is the amount that I am disputing I do not have the ticket number since I never received a receipt from Jetblue (I never contacted them directly to make the reservation although I did speak with a Jetblue representative to question the payment on September 2016) I made the reservation via Orbitz The trip info was from oct to october from DCA to SJU for myself

Dear [redacted] , We have reviewed this complaint from [redacted] Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we will promptly respond through your Online Complaint System Upon receiving an email complaint from Mr [redacted] on 06/02/regarding his stay at the Luxury Bahia Principe Resort Bougainville in La Romana, D.Rfrom 05/27/to 05/31/16, his complaints were about construction on the property, and the foodWe investigated his claim on the construction at the hotel and found the hotel did have ongoing construction during his stayHowever, the resort did not notify JetBlue in advance to allow us time to advise our customersMr [redacted] did not submit any photos to JetBlue Getaways that we could have passed along to the hotel on his behalfWe contacted the resort to check and see if Mr [redacted] had filed a complaint or reported his issues with the hotel management during his stayThey reported that Mr [redacted] , did not file a reportJetBlue shows no record that Mr [redacted] contacted us for assistance during his stayHad Mr [redacted] contacted JetBlue for assistance during his stay, we could have been able to work with the hotel to help resolve the issue As a gesture of goodwill for the inconveniences experienced, JetBlue issued Mr [redacted] a Getaways credit certificate to show him our appreciation for sharing his comments and our regret that we were not able to assist him during his stay as we would like to have doneMr [redacted] , responded on 06/04/to our gesture of issuing him a Getaways certificate as "not at all sufficient." JetBlue replied again on 06/04/stating that we apologized for the inconveniences and regret he was not satisfied with our attempt to resolve his issues, but this was the solution we felt was in fairness to all customers Upon reviewing Mr [redacted] 's package again, we are happy to increase the Getaways creditBecause the online selection chosen offered the resort with a significant savings, this credit would be a value of at least (2) two of the (4) night’s stayThis JetBlue Getaways credit will be the maximum compensation offered JetBlue has expressed our sincerest apologies to Mr [redacted] , we tried to reach him by phone to speak with him, but were only able to leave a voicemailWe have reached out to the resort on his behalf, multiple times to request they consider compensation, which they would not, due to not having a complaint on file to refer toThis is why we issued a JetBlue Getaways credit certificate, in hopes that Mr [redacted] would allow us the opportunity to offer him the excellent JetBlue experience we strive to provide our customers Per our JetBlue Getaways Terms and Conditions, our packages are nonrefundable, as was agreed to when Mr [redacted] booked his package onlineWe feel in fairness to all customers and parties, the credit issued is the final satisfactory solution and JetBlue must respectfully decline Mr [redacted] 's request for a refund Sincerely, Daelene JetBlue Getaways Customer Service JetBlue Airways Crewmember ***

Hello,We have reviewed this complaint from [redacted] ***Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we will promptly respond through your Online Complaint System.We sincerely apologize for the flight delays experiencedWe certainly recognize the customer inconvenience when a flight does not operate as scheduled and we make every possible effort to prevent such irregularitiesDelays are at times unavoidable, but necessary to ensure the safest possible operationOur records indicate that Flight # [redacted] on August was delayed as a result of a government mandated ground stop and due to a runway closure and a disabled military aircraftThis was an uncontrollable eventMany flights were affected as a result and we sincerely apologize that your travel plans were disrupted as a resultWe also apologize for any misinformation you may have received regarding the delayWe appreciate knowing that you received a creditWe recognize that your time is valuable and we apologize for time lost although we are unable to compensate for time lostWe understand the credit does not take away the experience; however, we hope you will accept it in the spirit of goodwill in which it was offered.We also apologize for any confusion regarding the notification for tarmac delays that are provided every minutes; this refers to notification for customers who are actually onboard the aircraft while delayed on the tarmac.We again apologize for your experience and hope you will allow us the opportunity to serve you under better circumstances in the future at JetBlueWe can assure you that we will do our best in providing great customer service for you.Sincerely, Debbie C [redacted] JetBlue | Corporate Customer Support Tell us why here