JetBlue Airways Corporation

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** The business only offered me $credit toward future flights and refunded part of my baggage fees which was $70.00. This was not even half of what I had to pay for the suitcase and clothing I had to buy along with the taxi we had to take to the hotel because we had to stay in the airport so long looking for my suitcase and then trying to file the claim. We had to wait a really long time because their computers were down. All of this made our vacation less enjoyable because I did not have any clothing to go to the formals on the ship. This is ridiculous that I have to fight with them just to get the compensation that I deserve. Thank you for your help.*** ** ***

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:
Thank you for choosing JetBlue AirwaysMy name is Kelly and I appreciate the
opportunity to follow up with your recent travel
With customer service a top JetBlue priority, we are sorry to learn of the difficulties you encountered when arriving to check in with your emotional support animalWe recognize our service did not live up to our high standards of customer service, but we did not fail to meet the standards established by the Department of Transportation because your reservation was booked online, the pet fees were paid accordingly and it was not until you arrived at the ticket counter did you present documentation indicating you were traveling with emotional support animals
As a token of apology, a JetBlue credit 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: $***
Expiration Date: October 29,
This 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.do
I hope I have been able to address your concernsIf you have any other questions, please do not hesitate to contact meAlternatively, you may contact the U.SDepartment of Transportation regarding your concerns and seek enforcement under CFR Part
Thank you for choosing JetBlueWe look forward to welcoming you onboard again soon and hope to provide a more positive travel experience
Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Complaint: ***
I am rejecting this response because:
If you can provide me with how you assured your research such as viewed security cameras for accurate time or had a investigation conducted from the time I received my boarding pass to tsa pre check you would see I was 100% at the door more than min prior, so clearly no proper investigation was conducted and you solely base your findings on your JetBlue agent and supervisor, again JetBlue's alledgely all about customer service, right?
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 you filed and are responding through their Online Complaint SystemWe appreciate the opportunity to review
your concerns and our records do show you received 1,points on May 10, into your TrueBlue account #***As a gesture of our goodwill for your inconveniences we have issued you an additional 1, TrueBlue pointsWe hope this helps ease your concerns and we look forward to welcoming you onboard a future JetBlue flight.Kind regards,JeniferJetBlue | Customer SupportExecutive Offices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have instructed JetBlue to issue a full refund to the travel agency (who have in turn provided written confirmation that they will issue the refund back to me)I have replied to Debbie's e-mail and look forward to receiving the full refundI appreciate JetBlue offering this refund.I hope that in the future it will not require involving Revdex.com in order to provide satisfactory resolution to a customer issue, which is clearly no fault of their own and has been caused my misinformation being provided by one or both companies.
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 state we have addressed this concern several times on
contact numbers ***, *** and *** and regret we have been unable to satisfy the concerns indicatedWe have a team dedicated to making the decision which delayed or canceled flights will receive compensation in accordance with our Customer Bill of RightsAlthough your flight didn't qualify for Customer Bill of Rights compensation, we appreciate you suggesting we request people move from flights to allow miss connected customers to board verses wait standbyWe value this perspective and will take your feedback into consideration as we evaluate the areas in which we can fine-tune our operation. We are respectfully declining your request for a full refund of the fare paidWe do feel the courtesy credits previously issued for inflight entertainment as well as $and $credits are fair and reasonableWe appreciate you choosing JetBlue and hope we have an opportunity to serve you on a future flight again soonWe trust all experiences will be exceptional.Kind Regards, KellyCorporate Customer SupportJetBlue

To: [email protected]: Email received - Wed 3/22/2017, Contact # ***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 sincerely apologize for the frustration experienced and that your flight was missedOur records indicate that two of the three of your traveling you arrived at the gate minutes prior to departure, after the boarding closedThe boarding time listed on the boarding pass is the time when boarding the aircraft begins at the gatePrior to departure we physically close the doors to the aircraft for an on time departure and we start a series of safety procedures that must take place before the aircraft pushes back from the gate and proceeds to take offIf the door should be opened during this process, the safety procedures must be recommenced from the beginningFor this reason, a flight may be "closed" to boarding additional passengers though the plane is still parked at the jetway.In addition, when a flight is held past its scheduled departure time to wait for customers it is not just the decision of one personThe pilot on the delayed flight must call our Ground Operations Crew who in turn must communicate this to the pilot of the departing flightThe pilot of the departing flight must then get clearance from Air Traffic ControlDepending on the flight traffic loads they may or may not allow us to hold a flight past its scheduled departureWe again apologize for your experience and hope you will allow us the opportunity to serve you under better circumstances in the future at JetBlueSincerely, Debbie C*** JetBlue | Customer Support Executive Offices Tell 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 *** ***, and we are responding through your Online Complaint SystemDear ***,Thank you for contacting
JetBlue. We are happy to address your concerns and recognize your disappointment that your travel plans have been impacted by the weather.Due to the impact of recent hurricanes in the Caribbean region your flight, from Chicago to San Juan on September 30, 2017, has been canceled. As such, we will waive the cancel fees and allow for a refund of your ticket back to the original form of payment. Since you have a special fare through travelocity, your travel agent will need to process the refund on your ticket. Travelocity can find the waiver code and instructions on how to process the refund at this link: http://help.jetblue.com/SRVS/CGI-BIN/webcgi.exe?New,Kb=askBlue,case=obj(404345)#...⇄ thank you for choosing JetBlue, and we hope to be able to travel with you again when the conditions are better. Sincerely, Cherish JetBlue | Customer Support Executive 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 provide the pet guidelines for travel; you can review
the information here: http://bit.ly/1m7zQepA portion of the guidelines does specifically state: The pet must remain inside its carrier while at the airport and in the aircraft for the entire flight, and underneath the seat in front of you during taxi, takeoff and landing.We regret any misunderstandingWe apologize our Inflight crew may have conducted themselves in a less than pleasant manner and will address this with our Inflight Leadership team so coaching and feedback can be offered.We are respectfully declining your request for any credits as service was provided accordinglyWe do thank you for choosing JetBlueWe look forward to having you back onboard for your return trip home in May and hope to provide a more positive travel experience.Kind Regards,Kelly H*** | Corporate Customer Support JetBlue | Salt Lake Support Center (SSC) - Customer Support

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 about your fear of travel and wish you all the best with the care
you are seekingWe appreciate the opportunity to provide a link to our guidelines agreed upon when this flight was booked- http://bit.ly/224ggQp
Anytime you change or cancel a reservation you are subject to the applicable feesWhen you cancel a reservation the remaining balance becomes a credit with JetBlue valid for one year from the date entered and can be applied toward future travel
On contact case number *** this was explained to you by MrsM***Then when you called and spoke to Bill, this was again explainedWe regret any misunderstanding of this
Your confirmation *** has been noted with an authorization to waive the applicable cancel fee, however the balance will still be a credit with JetBlue that will remain valid one year from the date enteredYou must call our toll free number, 1-*** (***) and speak to our reservations crew to cancelIf you opt to do this online the fee cannot be waived
We appreciate you choosing JetBlue and hope to welcome you onboard in the future
Regards,
Kelly
Corporate Customer Support
JetBlue Airways
Crewmember ***

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 your continued disappointmentAlthough we are unable to provide you with any additional compensation you are requesting, we can assure you that your concerns have been researched properly and the facts we 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 appreciate you choosing JetBlue and can only hope we will be consider for future travels
Warmest 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 (CU name):
We recognize how frustrating it must have
been to find that the price increased, especially since she was in the process of making a reservation
Each of our flights is fared in advance with several groups of pre-determined prices, which together will ensure a profit for each flightWhen all seats offered at the sale fare have been purchased, the next lowest fare becomes available on a first-come, first-served basisSince we are an instant-purchase airline, if the last remaining sale fare is purchased by another customer, the price will increase to the next price that was pre-selected for that particular flight
We do not guarantee a fare until the purchase has been completedWe respectfully deny the request from Ms*** for ticket to be sold to her at a lower fare than is currently availableThis is the most fair practice for all our customers
Kind Regards,
Shauna
Corporate Customer Support
JetBlue Airways
***

Hello ***,Although as an airline JetBlue is not governed by the Revdex.com we are happy to address your complaint through this forum.In researching flight operations of March 1, contrary to your impression, it was a day of significant weather delays and scores of weather cancelations
across the system and all airlines operating in the North East corridor were affected.We understand how difficult it can be to have ones plans disrupted and apologize for the inconvenienceAs noted in JetBlue's ground breaking Customer Bill of Rights JetBlue offers voluntary compensation when a flight delay or cancelation is consider to be something we could controlWeather is an uncontrollable event and compensation is not offered for disruptions caused by weather.To view our Bill of Rights in its entirety, including Controllable and Uncontrollable Irregularities, please click on the link below: http://www.jetblue.com/flying-on-jetblue/customer-protection/ (Copy and paste the link if you are unable to click on it) In this case since the flight was one of many cancelled by significant weather events there is no compensation offeredCustomers whose flight is cancelled receive a full refund of the amount paid for the affected flightThe $you paid for JetBlue flight #97 was refunded to the credit card used for the purchase. We respectfully decline compensation for this unavoidable cancelationWe are glad you were able to find transportation that day and look forward to serving you in the future under better circumstances. Regards, Sharon E***JetBlue, Customer SupportExecutive Offices

Complaint: ***
I am rejecting this response because: Firstly I am not a MALE! Stop referring to me as HE!Secondly,I paid $for the tickets and baggageI want full compensation for my money I did submit the documentation and I called repeatedly and I was promised my money back to my accountEven when I called I was told by the rep I would get my money backAnd compensation is for two people and Not one
Thirdly, I need to be compensated for travel for two people to the same destination that would be the appropriate compromise! But don't fault a customer for a health of famaliy emergencyThat's very very shallow and cold bc just like me you are people too
Sincerely,
*** ***

We appreciate Mr***'s responseWe have received his report to the DOT and we will address his concerns through that report.Deborah D***Recovery SpecialistJetBlue

Although, respectfully, the Revdex.com, nor the Attorney Generals Office has 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 there may have been middle seats available, but not two seats togetherWe are sorry for any misunderstandings
A JetBlue credit 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: $*** x
Expiration Date: December 9,
This 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 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.do
Thank you again for choosing JetBlueWe hope to welcome you back onboard again soon
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Complaint: ***
I am rejecting this response because the offer is inadequate. My flight to STT was delayed because Jet Blue was unable to resolve their system issue. My family of (including young children) was kept at the airport from 8:30pm until midnight because Jet Blue couldn't print our $tickets. After the pilot refused to let us board (even though the plane was still at the gate) we were refused hotel vouchers and sent home to return at 6am the following morning.This is not an inconvenience due to weather, widespread system issues, etc. This was a problem with our individual reservation, 100% caused by Jet Blue and their inability to resolve it in less than minutes in time for us to board our flight. Yes, Jet Blue rebooked us on a later flight - causing us to miss an entire day of our sailboat charter AND forcing my young daughters to sit beside strangers on our 5+ hour flight.Jet Blue has offered a travel voucher for each of people in our group - but we had 6. To me this is further proof of Jet Blue's mishandling of this reservation.A $travel credit does not even cover the cost we incurred spending the night at the hotel so that we did not have to drive an hour each way to leave and return to the airport.We have requested a $credit to cover the partner airline reservation that was mismanaged, the hotel charges and the day of our vacation that we missed. We would settle for a $refund as acknowledgement of the mishandling of the reservation and the impact that it had on our vacation.*** ***
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 address your concerns, Mr*** and certainly
regret the circumstances that led you to file a claim with the Revdex.com
Our Bill of Rights is specific to cancellations and we do feel we have honored the integrity of them in this instance
They state:
'All customers whose flight is cancelled by JetBlue will, at the customer's option:
Receive a full refund
OR
Re-accommodation on the next available JetBlue flight at no additional charge or fare.'
The type of ticket you purchased with Expedia did not qualify for refund or exchanges and JetBlue still went above and beyond to assist you with your urgent travel requestYou took the re-accommodation and completed the flightPrior to actually being booked on another carrier it is noted in your reservation that JetBlue would not be responsible for any incidental costs such as the transportation to Long Beach and we are sorry for any misunderstanding of this
This flight did not qualify for any Bill of Rights compensation and we apologize for any miscommunication of this
Your request for reimbursement and transportation cost is respectfully declined
We wish you all the best with travel and can only hope JetBlue might be considered in the future
Warmest Regards,
***
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 are happy to respond to Ms***’ concerns
As of June 18, 2013,
the TrueBlue program was changed so that points no
longer expireTrueBlue
members were notified of this change by emailPrior to that date, points were
good for one year, unless the customer took a JetBlue flight or used a JetBlue
American Express card
Our records indicate that Ms*** flew on Dec26, 2010,
and because she did not fly within a year after that date, of her TrueBlue
points expired on Jan9, 2012, in accordance with the TrueBlue program rules at
that timeAll TrueBlue members verify they accept program rules prior to being
accepted as a TrueBlue member
We must respectfully deny reinstatement of these points
We appreciate Ms*** being a TrueBlue member and look
forward to welcoming her onboard her JetBlue flights in August.Debbie ***Recovery SpecialistJetBlue 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 are responding through your Online Complaint System***, we sincerely apologize
for the inconvenience this experience was for youJetBlue's Contract of Carriage specifically relates to your concerns regarding incidental and consequential costsThese sections explain that we are not liable for any type of incidental or consequential damages or costs, such as alternate or additional travel expenses including, but not limited to: airfare, ground transportation, fuel, lodging and foodIf you purchased travel insurance, we will be happy to provide you with a Flight Delay Confirmation letter for your unexpected out-of-pocket expense claim.As we previously mentioned in our correspondence directly with you, JetBlue would never want to delay or cancel a flight that our customers are depending on, however safety is our first priority and occasionally circumstances occur which require that a flight is grounded until we are confident it can be safely completedWe are truly sorry for any frustration, stress, and inconvenience you personally experienced when your outbound segment was delayed due to security restrictions placed on flights by Air Traffic Control that caused you to miss your connecting flightWe certainly understand the stress this was for you and your party, and sympathize with the difficulty the unfortunate circumstances in Las Vegas caused you personally.We have a team dedicated to making the decision which delayed or cancelled flights will receive compensation in accordance with our Bill of RightsAlthough your flight didn't qualify for compensation, we are pleased to know you were issued a $JetBlue creditInformation on using your credit has been sent to the email address associated with your Travel Bank accountJetBlue 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 questions about your credit, feel free to visit bit.ly/JBcreditFAQ.Although we must respectfully decline again your request for reimbursement for consequential expenses, we do hope to have the privilidge of serving your JetBlue needs on a future flightKind regards,JeniferJetBlue | Customer SupportExecutive Offices