JetBlue Airways Corporation

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 SystemWe have included the previous response and we hope [redacted] and his sister will accept the previous credit offered in the spirit of good will it was issuedWe regret we're unable to refund the flight as this was booked through Travel Agent ExpediaWe appreciate your understandingWe hope to serve your future travel needs at JetBlue under better circumstancesSincerely, Debbie C [redacted] JetBlue | Corporate Customer Support To: [redacted] Re: Email received - Sat 7/30/2016, Contact # [redacted] Hello [redacted] ,Thanks for your emails to JetBlueYou and your sister are valued customers and we truly regret thatyour travel experience was not the smooth and pleasant one we strive to provide.We regret the challenges and difficulties you experienced on your most recent flightWe understand delays can be frustratingWe know this was especially upsetting since you missed a highly importantfamily eventWe make every possible effort to operate on schedule and to avoid delaying a flight our customers are depending on, but there are times when things just don't go as plannedWe do our very best to get our customers to their intended destinations in a timely manner, and when flight disruptions occur, we work hard to recover the operation as quickly as possibleWe send our sincereapologies for any inconveniences you personally experienced as a result of this delay.We also recognize your frustration in finding your gate had changed, especially since you weren't aware of the new gate assignment in advanceGate adjustments are made only out of necessity since they impact our operation, but more importantly, our customersWe recognize the airport can be a noisy environment and for this reason,sometimes overhead announcements are missedAs gate assignments are subject to change until departure, we recommend customers verify their current gate assignment at the airport on the Flight Information Display monitors throughout the terminal or online at jetblue.com/flightstatusWe apologize for the discomfort you and our sister experienced during your flightWe try to keep the cabin temperature of our aircraft at degrees Fahrenheit; however we regret that the air conditioning units were not working for the first minutes of your flightNo matter how extensivethe precautionary maintenance, our temperature control units will occasionally require maintenance upon arrival from a previous flightIn some situations, rectifying an issue of this nature may necessitate a delay, or even a cancellation, of flightWhen the disruption of repairing the issue is significant, we'll elect to operate the flight to ensure our customers arrive to their destination in a timely manner.Although used flights are nonrefundable, as a gesture of goodwill and for the opportunity to providea better overall experience in the future, we have issued both you and [redacted] a $service creditFor information on using your service credit, please visit [redacted] , we hope that you choose to travel with us again and offer us the opportunity to regain your confidenceYou can be sure that every effort will be made to ensure that our standard of service meets your expectations in the future.Sincerely,KellyJetBlue | Customer CommitmentCrewmember ***

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 state we empathize with your frustrations at missing a sale fare that may have been published While we are not certain what time you attempted to book, we can with certainly state that we did, on March 9th, for a minute period in the morning, have intermittent issue with our booking platform used by our crewmembers as well as jetblue.comThis issue was resolved and we did continue with operations as normalWe have no reported intermittent outages on March 10th Because we are an instant purchase airline all fares are subject to change until purchasedYou are welcome to continue watching for sale fares on the route you would like to travel In an effort to remain fair and consistent with our guidelines we are respectfully declining your request to honor a sale fare We appreciate you choosing JetBlue and hope we have an opportunity to serve you on a flight soon Kind Regards, Kelly JetBlue | Corporate Customer Support Crewmember ***

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 You are welcome to call 1-800-JETBLUE (538-2583) with your JetBlue Confirmation Code and if the fare was lower they would be happy to issued a JetBlue credit for the fare differenceJetBlue refunds aren't offered for the fare difference.We appreciate your patience and understanding at JetBlue.Sincerely, Debbie C [redacted] JetBlue | Customer Support Executive Offices Tell us why here

I am correctThe rep Levi told me that my bag would be $regardless of the weight of the bag Complaint: [redacted] I am rejecting this response because: I am correctThe rep Levi told me that my bag would be $regardless of the weight of the bagWhat jet blue gave me is nothing compared to my losses and inconvenienceI paid for a bag that was supposed to be freeI was not supposed to be charged for itI lost my luggage that was very valuable and I lost my watch secondary to the whole ordealI want my money back! Sincerely, [redacted]

Dear ***, 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 Dear [redacted] , Thank for your taking the time to share your concerns with JetBlueWe sincerely apologize for the disruption to your travel plans and that an important family meal and occasion was missedWe also apologize for the late hours at the airport and poor communication experienced As you are aware, Flight # [redacted] was canceled due to crew availability and crews being out of position as a result of the fire at the Air Traffic Control Center (ATC) which affected your flight and was uncontrollableThe previous flight the crew had been on also experienced a flight diversion which was also affected by the ATC being downAll aircraft spares were also unavailable on that day due to the multiple system wide events that were affected by the ATC eventYour later flights were also affected by the ATC event and the domino affect flights experienced We certainly recognize the customer inconvenience when a flight does not operate as scheduled, and we do make every possible effort to prevent such irregularitiesCancellations are at times unavoidable, but necessary to ensure the safest possible operation When a flight is canceled by JetBlue we will re-accommodate on the next available flight or refund the flight Our records indicate that your flights have been fully refunded ($x 2)to the credit card ending in #***These were the only charges that show were chargedAny other charges you show may have been charged by your Travel Agent, CheapoairWe suggest contacting them directly for the refund of any other charges We appreciate your understanding and we hope to serve your future travel needs at JetBlue with a positive experience Sincerely, Debbie Castleton JetBlue | Corporate Customer Support

Dear Mr [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 respond to your concerns We're sorry to learn items in your baggage have arrived broken and some items may have been stolen or lost during the screening process, and we appreciate the chance to assist you We regret we are not liable for fragile items packed in checked bags as it is stated in our Contract of Carriage and all claims must be filed at the arrival airport within hours of arriving If you think items may have been stolen during the screening process TSA is a separate government agency that is responsible for screening all baggageTo inquire about items missing from checked baggage, visit http://1.usa.gov/14qm0tto locate the applicable phone numberTo file a claim with TSA, visit http://1.usa.gov/11BEx Israel, thank you for being a TrueBlue memberWe look forward to serving you on another JetBlue flight soon Kind Regards, Jenifer 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 state we have a great feature on our website that allows customers to search for the lowest available faresSimply visit jetblue.com/bestfarefinder to get started:http://www.jetblue.com/bestfarefinder/You may also see our latest deals at jetblue.com/dealsClick the pencil icon at the top of the page to select your departure city for the very best pricing in your market.Since all fares are subject to change until purchased and we are an instant purchase airline, we are unable to honor the request being madeWe hope you can take advantage of our best fare finder to locate a fare that may work favorably for your unaccompanied minor travelsWe appreciate you considering JetBlue and hope we have an opportunity to serve you in the futureKind Regards, KellyJetBlue|Corporate Customer SupportCrewmember ***

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 state that all claims must be processed by our Central Baggage OfficeAlso, all claims can and usually do take up to days to processWe regret any misunderstanding and strongly encourage you to reach back out to Tammy to request updated informationWe appreciate you choosing JetBlue and hope this is resolved soonKind Regards,Kelly| JetBlueCorporate Customer SupportCrewmember ***

To: [email protected]: Email received - Fri 9/30/2016, Contact # [redacted] Dear Ms [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 you and are responding through the Revdex.com Online Complaint SystemWe appreciate the opportunity to further clarify your reservation and our limitationsWe are sorry for the inconvenience you recently experienced with your [redacted] ticket.Your reservation is an interline reservation and your ticket belongs to [redacted] We regret they were incorrect when you called them and they stated you should call us for your baggage allowance when we are forced to adhere to their baggage policy when you cheat the airportWhen you reached out to us stating they advised you it was our baggage guidelines that applied, we gave you our baggage guideline over the phone for your domestic flight onlyWe sincerely apologize [redacted] misinformed you and did not advise you they own the ticket and their baggage guidelines would be the ones that must be honored at the time of departure due to your final destination and the ticket being owned by [redacted] .As previously advised by our interline department and Executive Leadership Team, we must follow [redacted] Airways polices regarding the additional bag feeThe fees charged are non-refundableFor [redacted] Airways bags rules please visit http://www[redacted] .com/en-us/before-you-fly/baggage-information/excess/ ***, we have taken time to review the content of each email, the situation presented and we certainly understand your frustration; however, JetBlue works hard to be fair to all of our customers and again, we must respectfully deny your request for a refund of $for non-refundable fees we must adhere to by [redacted] .As a gesture of goodwill, we've issued a $credit to your JetBlue TrueBlue account # [redacted] Information on using your credit has been sent to the email address associated with your Travel Bank accountIf you’re a TrueBlue member, you can access your Travel Bank account with the same login credentials you use to access your TrueBlue account.JetBlue credits are valid for one year from their original date of issuance, so when you're ready to book a flight, visit jetblue.com and choose Travel Bank as your first form of payment when you get to the payment pageIf you'd like to check your balance or transactions, or if you have any additional questions about Travel Bank, feel free to visit http://bit.ly/1JryMa0.***, thank you for being a JetBlue TrueBlue member and although we are unable to provide you with the compensation you are requesting, we can assure you your concerns have been researched properly and the facts 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 satisfactionWe feel that we have assisted you with fairness and to the best of our abilityWe do hope to have the privilege of serving you again sometime on a future JetBlue flight.Sincerely,JeniferJetBlue | Corporate Customer SupportCrewmember ***

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 address [redacted] 's concerns about her refundAs we looked into reservations under her name, address and email, we found none that matches the information she providedPerhaps it is with another airline The only reservation with the above identifiers was from Port Au Prince and it was completed before January If [redacted] booked a flight with us that was non-refundable, and she cancels it or makes any changes, the balance goes into a Travel Bank account not back to her credit card, in accordance with our Contract of CarriageWe see no credit account and no activity on a reservation that matches her information

Revdex.com:I'm not sure if this is the correct option I am choosing JetBlue has requested additional info regarding the complaint.Confirmation# of flight booked with points [redacted] This was the original ticket Returned Date needed to be changed Because the difference could not be paid in points a new ticket needed to be booked A new ticket would of never needed to be booked if the difference could of been paid by credit card A new ticket was booked and my points was never refundedConfirmation# of flight booked with Credit Card [redacted] This is the new ticket that was purchased at full price I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me 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 state what our obligations are when a flight is canceled When we cancel a flight, per our Contract of Carriage, our obligation is to provide the next available flight by which seats are available or you can opt for a refund and find transportation that might work out more favorably for youWe are glad to see you opted to wait it out and accepted the courtesy hotel accomodations that were provided JetBlue Bill of Rights compensation was issued accordingly and in an effort to honor the integrity of them we are not issuing additional compensationHowever; as a gesture of goodwill and to invite you back to travel we have issued an additional $An email with information has been sentPlease be sure to review the detailsAll JetBlue credits expire one year from the original date entered Our customer's voice is a large part of our daily review and process for improvement and we value feedback We look forward to a time when we can welcome you onboard and we trust that you will have travel experiences that are exceptional Warmest 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 provide a link to our Contract of Carriage: http://www.jetblue.com/p/jetblue_coc.pdf Section is specific to items we do not cover in checked bagsPlease take a moment to review this information 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 we shared with you are accurate We regret any disappointment you may have with this resolution, Mr***We appreciate you reaching out to JetBlue and can only hope you will consider traveling with us again in the future Kind Regards, Kelly JetBlue | Corporate Customer Support Crewmember ***

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] as well as Dr [redacted] and are responding through your Online Complaint SystemWe regret your continued disappointment and send our condolences for the passing of your grandmother last yearWe can assure you we have reviewed the details of each reservation provided and see that the flights went to a no-show status as we were not informed until after the factWe did respond on contact ID's [redacted] and [redacted] , waived the fees and noted each reservation as such, placed $into each travel bank account and disclosed information accordinglyIn an effort to honor the integrity of our guidelines we are respectfully declining the request for a refund to the credit cardYour credit carries a one year expiration dateIt appears this credit is close to that dateWe strongly encourage you to use this credit or allow family or friends to use it before it expiresWe 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 with satisfactionWe hope to welcome you onboard JetBlue soon Kind Regards KellyJetBlue Executive Office

Complaint: [redacted] I am rejecting this response because:The customer service manager at JFK airport for JetBlue told us we would be reimbursed for our lodging and meal, therefore we booked a hotel because of the information they provided us Had we been given the customer bill of rights to read and understand that evening, we would not have gotten a hotel room As a consumer we feel like we were prayed upon by the airline at a time when we were already victim of a senseless tragedy At a minimum JetBlue should give us a $lump sum instead of JetBlue cash as we will never fly JetBlue due to the lack of transparency that the airline displays 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.Check in times vary at each airportDue to heightened security procedures, it's important for all customers to check in earlyArriving at 10:for a flight that is scheduled to take off at 10:did not give Mr [redacted] enough time to check in with his bags and get to the gate in time to be seated at least minutes prior to departureBecause of the adequate time needed to complete the cheprocess, get through security and proceed to the gate area, we have established cutoff times in each airportTo view the recommended time of arrival for a specific airport, visit bit.ly/JBairportsWe make every effort to keep our customers informed about the best time to arrive at our airportsThe bottom of itinerary states the following:CHETIMESFor domestic flights, customers traveling without checked baggage must obtain a boarding pass twenty (20) minutes prior to scheduled departure and customers traveling with checked baggage must obtain a boarding pass thirty minutes prior to scheduled departureCustomers must be present in the boarding gate area fifteen (15) minutes prior to scheduled departure or the posted aircraft departure timeWe regret learning that Mr [redacted] and his family missed their original flight from Long Beach to SeattleAlthough we understand and sympathize with his situation, we must respectfully deny his request for compensation for lost vacation time We are glad that we could offer him and his family a later flight at no additional chargeKind regards,Shauna JetBlue | Customer Support Executive OfficesTell 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 appreciate the opportunity to provide you with a toll free number to call; [redacted] also gave an email address where you can lodge a complaint: [redacted] @pointsforsurveys.com These vendors have specific criteria for surveys conductedThese terms are not goverened by JetBlueAs a courtesy we saw one of our crewmembers issued a courtesy credit for the frustrations you have experiencedWe understand that you have not been satisfied with the answers you have received however accurate they have been When a promotion is sponsored by another company we also must be fair and honest with that company and not undermine the intention of their promotionWe can, as an additional gesture of goodwill, issue a credit to your travel bank to assist you with a future bookingThis credit is good one year from today May 6, and can be used toward new travel bookings Mr [redacted] We appreciate your business and encourage you to move past your dissatisfaction with the survey points offered 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, [redacted] 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 regret hearing when you booked this itinerary on LOWESTFARE AIRLINE website that seats were not selected at the time of bookingAlthough you are guarenteed a seat, it does not always mean those seats will be together and we regret any misunderstandings Based on the information you provided we were able to locate the confirmation and confirm the tickets were usedIn addition we also saw notations that you did call and speak to one of our Crewmembers who offered a goodwill credit and it was declined We understand that you have not been satisfied with the answers you have received however accurate they have beenJetBlue works hard to be fair to all of our customers and in an effort to honor the integrity of our guidelines must respectfully decline your request for a refund We appreciate you reaching out to us and certainly hope you will consider traveling with JetBlue in the future Kindest Regards, Kelly Corporate Customer Support JetBlue Airways

Although, respectfully, Revdex.com does not have jurisdiction over JetBlue Airways under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we nevertheless provide the following response to the complaint filed by [redacted] :We have reviewed this complaint and request from customer and welcome the opportunity to address his concernsWe understand he has contacted JetBlue directly on this matter and our response has not met his expectationsWe regret that [redacted] missed his original flight from JFK to Havana on December when he missed the cutoff timeWe understand he arrived at the customer service area in JFK just after for a flight that was scheduled to leave the gate at 8:We are happy to share some information that may help him for any future flights with JetBlueCheck in times vary at each airportFor international flights, we're required to ensure customers are checked in no less than minutes prior to departure and in some cases, there may be additional time constraints given the security at the airport for the dayTo view the recommended time of arrival for a specific airport, visit bit.ly/JBairportsOn our website we found the the following information: the recommended chetime for travel to Cuba is hours and chefor Cuba must be completed at the airport; online, kiosk, and curbside cheare not available.In situations where a flight is missed, we don't generally offer reimbursement for consequential expenses; however if you purchased travel insurance, you are welcome to submit your hotel or parking expense to your travel insurance company for considerationIf you selected insurance from Allianz Global Assistance (JetBlue's independent provider) during the booking process, please visit http://bit.ly/1i7tKpL for more information about filing a claim.As a gesture of goodwill, we've issued a $credit to your Travel Bank accountInformation on using your credit has been sent to the email address associated with your Travel Bank accountIf you’re a TrueBlue member, you can access your Travel Bank account with the same login credentials you use to access your TrueBlue account.JetBlue credits are valid for one year from their original date of issuance, so when you're ready to book a flight, visit jetblue.com and choose Travel Bank as your first form of payment when you get to the payment pageIf you'd like to check your balance or transactions, or if you have any additional questions about Travel Bank, feel free to visit bit.ly/JBcreditFAQ.We hope this information will be helpful for future flights and we look forward to welcoming him onboard JetBlue many timesTell us why here

Dear Ms [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: [redacted] , we have reviewed your letter and our previous correspondence, via social media and email, and we appreciate the opportunity to clarify information regarding your refund requestYou have refered to a refund on Reservation [redacted] Each ticket on Reservation [redacted] was used; therefore a refund was not dueAs we value each customer's time, a $credit was issued as a token of our apology for the for the delay and subsequent cancellation of Flight # [redacted] on March 26, A $credit was also issued to each customer traveling on Flight #on March 27, for the inconvenience of being without entertainmentThese credits were issued as a gesture of goodwill and as an invitation for you to fly with us againYou may view these transactions from your Travel Bank accountPlease visit bit.ly/JBcreditFAQ for a link.As you mentioned, your goodwill credit was applied to Ticket # [redacted] on Reservation [redacted] When you had request to cancel Ticket [redacted] , the refund was issued to the original form of payment -- Travel Bank creditAs the origin of the amount used towards the ticket was not a credit card or cash, we are not able to issue a refund in the form of credit card refund or cashWe appreciate your understanding.Although we will not operate flights when conditions do not meet safety standards, we regret the inconveniences you and [redacted] experienced due to multiple travel disruptionsAgain, please accept our sincere apology.When weather or Air Traffic control programs impact airport operations, the information is public and can be viewed at http://www.fly.faa.gov/flyfaa/usmap.jspWhen weather is expected to affect our operations, we post a travel advisory at jetblue.com and offer fee waivers to customers who may be affected and wish to avoid travel disruptionsAlso, when a flight is canceled, we can offer accommodations on the next available JetBlue Flight, or a full fare refund for any unused portion of the ticketAdditionally, we have a team dedicated to making the decision which delayed or canceled flights will receive compensation per the Bill of RightsIf a flight qualifies for compensation, a notification is sent to the customer via email or by regular mail within 7-business days of your flight.The Bill of Rights compensates for controllable irregularities, such as maintenance cancellations or delays and crew unavailability (not due to weather-event related disruption)Weather and Air Traffic Control delays are not something we have control over; therefore, compensation is not offered in these circumstancesTo view our Bill of Rights in its entirety, visit jetblue.com/promise.An additional $credit was applied to your Travel Bank account by our Customer Support crewmember on June 5, 2017, as a token of our apology for the additional disappointments you've experiencedWe hope you'll use your credits to travel with us again; however, if you are unable to book travel with us prior to the expiration dates, you may offer the credit to a friendEach credit is available for one year from the original date of issuance and can be accessed through your Travel Bank accountIf you have any questions about Travel Bank, feel free to visit http://bit.ly/nKT44N for helpful information about how to use and manage credits.Also, while we regret the added travel expenses you incurred, these types of reimbursement requests would be handled by a travel insurance companyIf you purchased travel insurance, we would be happy to provide you with confirmation of our cancellation for you to include with your insurance claimPlease let us know by emailing us at [email protected] if this will be helpful.Thank you for your patience and thank you for choosing to travel with usWe hope for many future opportunities to serve you and [redacted] with on-time departures.Sincerely, TracyJetBlue | Customer SupportExecutive Offices