JetBlue Airways Corporation

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 *** *** and are responding through your Online Complaint SystemDear ***, We appreciate knowing of
your disappointment that your seat changedPlease accept our sincere apology for the inconvenience that this personally caused you. 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.As stated to you in your email to JetBlue, While we understand your disappointment, in the airline industry, pre-assigned seats are not guaranteed and airline crewmembers must retain some discretion in matters of seatingAlthough we're unable to confirm the reason for the seating change, we do reserve the right to change a customer's seat for any reasonAs a token of goodwill, we've issued a $JetBlue creditYour username is ***@YAHOO.COM and information on using your credit has been sent to the email address associated with your Travel Bank accountSince 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 for yourself, family, or a friend please 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 questions about your credit, feel free to visit bit.ly/JBcreditFAQ.We thank you for choosing JetBlue, and we look forward to a new opportunity to welcome you aboard.Sincerely, Cherish JetBlue | Customer Support Executive Offices

Complaint: ***
I am rejecting this response because:They will be be receive a written correspondence directly regarding this issue.
Sincerely,
*** ***

Hello, We would like to apologize for the Customer service fail in this complaintWe do believe there has been a misunderstanding and have reached out to get a refund of the amount that was paid to transfer the pointsThere are many options available to Customers and we believe that the
Customer just took the points transfer route without fully understanding the detailsOnce the charge has been refunded we would like to work with the Customer on getting the points to his mother's account without fee.Thank you,JulieSupervisor, TrueBlue

Hello,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 *** *** and are responding through your Online Complaint System.We're sorry to hear that your mother
wasn't feeling well and hope she is feeling better at this time.We regret that you were unable to change the flight for another day and that the change fee wasn't offeredGenerally fares are higher closer to the new date of travel so the fare isn't able to be adjusted; although we should have offered to waive the fee.As a token of apology, a JetBlue credit for the full amount has been applied to a Travel Bank accountWe understand a credit does not take away this unfortunate experience; however, we hope you will accept it in the spirit it is intendedThe details are as follows:User ID #***Service Credit: $217.86Expiration Date: October 17, 2017This credit is available for use on future travel with JetBlueThe expiration date is the day by which a reservation needs to be bookedYou do not have to fly by then.To book a flight using a Travel Bank credit, visit JetBlue.com and sign in to your TrueBlue accountWhen you select your flights and reach the payment screen, click on Travel Bank under Apply JetBlue FundsYou can check the balance and transactions of a Travel Bank account by visiting: https://travelbank.prod.sabre.com/tbank279/login.doWe hope to serve you and your mother at JetBlue in the future.Sincerely, Debbie C*** JetBlue | Corporate Customer Support Tell us why here

Complaint: ***
I am rejecting this response because:The Jet Blue Baggage Claim Department has ignored all my communication accepting Resolution to this claimAgain I have contacted the jet blue customer service department to get Resolution to my claim and nothing has happenedThis lack of care in handling my claim leads me to believe that I am being discriminated against and would like to file a claim to your ethics department. It is wrong for a business to purposely delay a claim due to discrimination Other families traveling with young children should also be warned about Jet Blue Airlines mistreatment and mishandling of persons personal propertyI believe it violates the Jet Blue polices as well as consumer protection laws. All I ask is that I be treated fairly and my claim be processed with out any further delay.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: it is unacceptable and while you "regret" and "understand", Jetblue is not taking responsibility for their mistake Please explain how this is fair or working hard to be fair? So your business practices must include misinforming and misleading customers and having your customers pay for the company's lack of training of their employees and lack of quality assurance In summary, Jetblue's business practices are unfair and unethical You say you have reviewed the contents of the emails but have you reviewed the phone call that caused this inconvenience in the first place? I have been suggested this several times since my initial complaint The least Jetblue could have done was review the call and reach out to *** to get this problem solved but of course it much easier to follow your UNETHICAL business practices of causing the problem, washing your hands of it, and then pointing the finger to blame the other Furthermore, if you are adhering to ***'s policy then why did your representative quote me a cost knowing that the cost was determined by *** and that it was calculated at the airport? I have asked this question numerous times and have yet to receive an answer While *** initially misinformed me by telling me to call Jetblue, your representative quoted me incorrect information knowing that my flight was international Certainly, it is much easier to blame *** and not take responsibility *** is a much more respectable and ethical company as they have agreed to review the phone calls in an attempt to resolve this matter and be FAIR I'm not sure how *** and Jetblue are partners, but perhaps Jetblue can learn a thing or two from *** about ethical business practices, being fair, and resolving customer service issues Thank you for taking the time to copy and paste the previous response from your colleague I can see you put a lot of time, effort, and sincerity in your response
Sincerely,
*** *** ***

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 *** *** and are responding through your Online Complaint SystemWe appreciate ***'s correspondence and
taking the time to make us aware of the challenges he recently encountered on May with the cancellation of his flightWe sincerely apologize for the frustration he experienced and for the disruption to his travel plansWe 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 operationAt JetBlue, the safety of all our customers, crewmembers and aircraft have always been our top priorityJetBlue strives to provide our customers with the most up to date, constant and accurate flight status information; however, inasmuch as conditions are inconsistent, we receive constantly changing information regarding the status of our flightsWhen we are working with flights not booked by JetBlue, we depend upon the booking agency to provide all the necessary contact information so we can let customers know of any changes or disruptions to the scheduleWhenever a JetBlue flight is cancelled, in accordance with our Contract of Carriage, we can offer two options to our displaced customersThey may accept a seat on the next available flight at no extra charge; or they may ask for a refund for any unused segment on the reservation. In situations where a flight is canceled, we don't generally offer reimbursement for consequential expenses; however if he purchased travel insurance, he is welcome to submit his expenses to his travel insurance company for considerationWe would be happy to provide a letter explaining the reasons for the cancellation of his flightWe will need some additional information to proceed with this courtesyPlease include the following information on your submission: - Name as it appears on his reservation - Confirmation code of his reservation - Flight number, date and city pair in JetBlue system - Phone number He can contact us directly at [email protected] with this request and we will be happy to respondWe see that he has been issued an electronic credit in the amount of $in accordance with our Customer Bill of RightsNotes in the reservation also indicate an offer of up to $in creditif he replies to that email with the receipt for the hotelNotes also indicate that all concerns mentioned here have been discussed and resolved by telephone. We appreciate the choice of JetBlue for travel and encourage Mr*** to follow through with the emailed receipt so JetBlue crewmembers can further assist him. Regards, Sharon E*** 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 appreciate the opportunity to follow up and apologize you felt our response was not with regret that it happenedOn the contrary, removing someone from a flight is not something we like to do, however, and again in the spirit of safety, we trust the crew making these decisions
We did refund the fare paid for the flight and we acted in accordance to our Contract of Carriage Section F-
We understand you needed to get to your destination and respect your right to purchase tickets on another carrier to make that happenJetBlue is unable to assume responsibility for this and again we are respectfully declining your request for reimbursment of this ticket
We appreciate your feedback and hope despite the outcome you will choose to travel with JetBlue again in the future
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Complaint: ***
I am rejecting this response because:Greetings and thank you for the quick response to my complaintThat is appreciatedHowever, I just spoke with my bank five minutes ago, and they have informed me the hold on the debit was supposed to have been dropped by the commerce (Jetblue Airways) by 9:am this morning and it didn't, meaning I continue to be short $on my account because of a debit made by Jetblue Airways to my cardThey again provided me with a copy of the transaction receiptThey clearly informed me they are unable to release the funds to me unless the commerce contacts them to confirm the money will not be withheld They instructed me to have Jetblue Airways either fax a letter containing the commerce information and a contact number as well as my full name and card number to ###-###-####Or call ###-###-#### so that the funds can be released and deposited back in my account
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
however your response is wrong in stating that it differs for what was stated, you know and I know that is nothing short of a lie and your team does not treat its customers with respect , if it wasn't for bethney I would have canceled this trip and contacted an attorney, there are people working for jet blue that should be fired ietiffney Richard and celised you know what and how you treated me .
Sincerely,
*** ***

Received - Mon 10/17/2016, Contact # ***Hello,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 *** *** and are responding through your Online Complaint SystemWe sincerely apologize for your frustration and disappointmentYou are welcome to further respond with your concerns and include your JetBlue Confirmation number to [email protected] and we would be happy to further review and respond.We value you as a JetBlue customer and hope to serve your future travel needs under better circumstances.Sincerely, Debbie C*** JetBlue | Corporate Customer Support Tell us why here

Complaint: ***
I am rejecting this response because:
The issue is not the fees, per seI understand that there are fees involved with cancellation outside of the agreed hour periodBut the JetBlue website is not fully functional, while appearing/advertising to beI could not change or cancel my flight within the hours because I only had access to a computer during those hours and the website was not workingIt appeared to be a resolvable issue, giving me the comfort of time to spend, but this was a lieAnd it continuously said to either call (which I could not do) or try again laterI decided to try again later, many times on multiple computers, following explicitly the website instructions, until the hour period was upBy then I was very disappointed and in frustration resigned myself to sticking to my itineraryI then made the poor assumption out of desperation that you guys were aware that your website was faulty, and that perhaps if it did surprisingly work a number of days later, you guys would reasonably not charge me for what was very obviously your faultIf the error had popped up and said to pay for postage and to mail itinerary changes using the most expensive method so that the change arrived physically within hours, it would not be so different a form of bait-and-switchYou advertise, in large blue buttons, functionality that as far as I know, still does not existI feel lied to, and not only that, your poor business practices are costing me money"Welcome to JetBlue, use our website to book, change, and cancel your flights! Thanks for giving us money, about that online usefulness stuff, actually we require all changes to be sent in the form of SMOKE SIGNALS!" An exaggeration, no doubt, but a truthful comparison.I just don't understand how you can, 1) be the only company in without a working website, and 2) not take this as an opportunity to make a disgruntled customer extremely happy and a lifetime supporterInstead you are antagonizing me by sticking to a policy that is obviously not appropriate in this circumstance, just so that you can milk an extra $from meIs it really worth $to be so uncaring? What if I was mute and deaf, and over and over, over the course of a number of days kept attempting to change and/or cancel my itinerary on your website, following explicitly the instructions that say to "try again later." Using the only means of communication available to me, a hugely liberating technology that took thousands of years of human innovation to create, I would have no way to reach your representativesI would be isolated in the digital lobby of an uncompassionate airline who purposely ignored meThe only reason I can think that anyone would ever treat another human being that way (even if this were hypothetical) would be for profitBut is it worth leaving a deaf and mute person alone in a cruel world for $75? Is this policy not a little bit short sighted? And in this short fable, the deaf and mute person doesn't make it to their doctors appointment, an appointment that would end with the fictional person regaining full use of all their sensesThat's low JetBlue! It's like making fun of the person for their defects and purposefully withholding their cure.Just to restateOf course, if I had simply not decided to change my flight until three days later, the $fee would apply to me as per our agreementHowever, I realized immediately that I needed to change my itinerary, and because of your poorly managed website, was unable toI work in multiple locations that absolutely disallow phone serviceI also do not pay for phone serviceI use something called Google Voice, which is free and does not let me make callsLate at night I would have had to ask a neighbor to use their phone if I wanted to call within the hour periodThis is not reasonable to ask of me after expressing specifically that this is not a hoop I would ever have to jump through using JetBlueHad I known that JetBlue did not actually offer the online services advertised, I would have booked my flight with Virgin, who I know has a working website.Over 4,people have read my extended complaint online, and tweets about it have been re-posted hundreds of times since yesterday afternoonAt this rate 2,people every day are reading about your archaic business practices and non-functioning websiteI just don't understand how a business with such anti-customer sentiments (and over a measly $75) can still exist in this day and ageI really hope you guys get it together, for everyone's sake
Sincerely,
*** ***

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 let you know it has always been our goal to offer
extraordinary service to every JetBlue customerAmong the most important services we extend is that of safety, not only for our valued customers, but for our crewmembers and aircraft as wellWe understand our obligation to ensure that every customer and crewmember experience a safe and pleasant flightThe decision to not allow you to travel was made only after taking safety into careful considerationWe trust the judgment of those who are empowered to make this decision and respectfully decline further reimbursement requests
We recognize your disappointment that you could not travel and empathize with the frustrations experiencedPer our records and consistent with our guidelines, you were issued a full refund in the amount of $which back to the credit card ending in ***Please allow 7-business days for this to credit back to your cardBelow is a receipt for this transaction:
RFND NBR:***
NAME:E***/TYLER *
TICKET REFUNDED: ***
FULL REFUND: 27JUN15/0322/WI
FOP:*** AMT: USD
REFUNDED FARE USD-
-18.43US -4.50XF -4.00ZP -5.60AY
TOTAL USD-
Although this may not be the outcome you had hoped for, we do hope to welcome you back onboard JetBlue again in the future
Kind 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 have offered a solution to assist you and regret this is not going to work out for youJetBlue does not determine which flights Hawaiian will award points to, that is a determination made by Hawaiian and thus our offer to conference a call to assist was made
We feel that we have assisted you with fairness and to the best of our abilityAlthough we must respectfully decline your request for points or any refund or compensation, we do hope to have the privilege of serving you again on JetBlue sometime in the future
Kindest Regards,
***
Corporate Customer Support
JetBlue Airways

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 *** ***, and we are responding through your Online Complaint SystemDear ***, On Behalf of
JetBlue's Executive office, our hearts are with everyone in Puerto Rico, including you at this difficult time. We're working closely with local authorities to determine airport conditions and evaluate when we’ll be able to resume service in cities impacted by Hurricane MariaWe are continually adding more flights as the operation allows. Please continue to watch www.jetblue.com and our blog (which is listed below) for new flights and information on operations in and out of Puerto RicoIf you see a flight that is departing sooner then they are currently scheduled, please call 1-800-JET-BLUE to make that flight change at no cost to you. Please stay tuned to our blog: http://blog.jetblue.com/hurricane-maria and bit.ly/JB_Alert for the latest updates.We are committed to assisting in recovery efforts, and continue to offer remaining seats on non-stop flights operated by JetBlue, to or from Puerto Rico to our customers.We value you, Lourdes, and Judith as customers, and we sincerely look forward to welcoming you aboard JetBlue soon.Kind Regards,CherishJetBlue | Customer SupportExecutive Offices

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 share some information that may be
helpful:
Prior to June 17, 2013, all TrueBlue points expired after one year of inactivityYour TrueBlue account does not show any qualifying activity between August to September Regrettably, your points expired and cannot be reinstated
We strongly encourage all customers to review their TrueBlue accounts as they are self managedMoving forward points do not carry an expiration and there are multiple ways to earn points
We hope this information has been helpfulWe look forward to seeing you onboard JetBlue again soon
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Complaint: ***
I am rejecting this response because:
This is not a refund It is a credit I cannot believe that JetBlue can even call what they are doing a refund My money must be used within one year to book another flight on their airline To my understanding of terms, that is a credit I am requesting a refund where the purchase price is refunded to me to be used by me with no restrictions
Sincerely,
*** ***

Dear ***,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 *** *** and are responding through your Online Complaint SystemWe apologize for the delay in
responding to your message to JetBlueWe are currently experiencing a longer than average response time due to an increased volume of emailWe are happy to see that one of our Customer Commitment Crewmembers, Alesha, was able to assit you with more credit that seemed to have helped you feel better about your JetBlue experience. We have included her email below for reference.We value you and *** as customers, and we do care about your experience, and thank you for the feedback that you have shared with us.We can see that your roundtrip cost $per person, and we're happy to see that you and *** were each issued $in JetBlue credit. We hope that you will accept this credit in the spirit it is given to fly JetBlue again so that we may provide you with a renewed JetBlue experience.We thank you for choosing JetBlue and wish you all the best.Sincerely, CherishJetBlue | Customer SupportExecutive OfficesOriginal Reply from Alesha at JetBlue------Dear ***,Thank you for your additional email to JetBlueWe've issued your $JetBlue credit as a gesture of goodwill and as an invitation for you to fly with us againWe're sorry to learn you're still unhappy about the experience As an added gesture of goodwill, we've issued you an additional $to each of your Travel Bank accountsYour credit, now totaling $each, will be available for one year from the original date of issuanceIf you have any questions about Travel Bank, feel free to visit bit.ly/JBcreditFAQ. We look forward to welcoming you onboard a future flight so we may once again provide you with the type of customer service experience we are known to extend on JetBlue flights. Kind regards,AleshaJetBlue | Customer CommitmentCrewmember ***

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 Ms**:
We have reviewed this
complaint and request from customer and welcome the opportunity to address her concerns
We share her concerns as they are written about her parents' experience with the Flight AttendantUnfortunately, with the information available, we have not been able to follow up directly on this complaint
We called Ms** and asked her to provide the reservation code, her parents' names and the name of the Flight AttendantShe was given a return call numberOnce we receive this information, we will be able to move forward with appropriate measures
Although we understand and sympathize with this situation, we respectfully deny the claim for refund of their fares or for shipping costs of the Kitchen Aid mixer
We wish them the very best in their travels home to Asia

Dear Revdex.com, Our customer is welcome to contact us at 1-800-JET-BLUE (538-2583) option in order to assist her in the request, if another reservation is made for the same resort. We will work diligently with our Hotel Partner to assist in any way we can. Kindly note, we must comply with our Contractual agreement with our Hotel Partner. Kind Regards, YvetteJetBlue Vacations Customer Service Crewmember ***