JetBlue Airways Corporation

Complaint: ***
I am rejecting this response because:I am aware of turbulence that occurs during flying, my issue was the lack of communication from the Pilot and the flight crew. While I know you are trying to make a good gesture by granting me a credit. I find it very disheartening that JetBlue will not address the fact that I paid for a seat on a flight and the error was made by Jodi in Oakland when she placed my family and I in standby status. I was told this by your own supervisor Sean located in JFK airport. Since this was an error made by your employee (apparent lack of judgement on her part) why shouldn't I be reimbursed for my flight? Also, I find it interesting that you would offer me $on my hotel in NY when I never had a hotel in New York. It's interesting because I was sent an email stating they would offer me $1/the cost of the one night we missed at the resort, I missed a full night in Jamaica not 1/night so it would be helpful to get the entire amount I lost. I'm also aware that my baggage claim issue is supposed to be addressed under separate cover so I'm hoping at that time I'll be reimbursed for the total that we spent on clothes and other necessities while our luggage was lost
Sincerely,
*** ***

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 Rober ***:
As per his request, I called but could only
leave a messageUsing the text from this complaint, I responded to him with the following:
Hello ***,
Thank you for contacting JetBlue and letting us know of your disappointment when you were asked to gate check one of your carry on bagsWe have reviewed your complaint to the Revdex.com and will refer to that commentary in this responseWe welcome this opportunity to extend a written apology and respond to your concerns
We appreciate knowing your frustration in being asked to check your carry-on, especially since your bag met our size guidelines and contained some medicationsIt was good to learn that a kind and generous customer near you helped accommodate your backpack safely on board
Because our flights can’t depart until all overhead bins are closed, stowing carbaggage efficiently is a priority, not only for our customers who wish to arrive on time, but also for our overall airline operationTaking the time to rearrange bags and locate available overhead space may be possible at times, but there are also times when we need to expedite our departure in order to maintain our flight schedule
While our crewmembers do their best to accommodate every carbag which meets our size guidelines, they have full discretion to check any carbagWe appreciate knowing you feel your carshould have been permitted onboard in this situation, and we value this feedback as we evaluate the areas in which we can fine-tune our airport operation
As a token of apology for your customer service experience, a JetBlue credit has been applied to your Travel Bank accountThe details are as follows:
User ID #***
Service Credit: $**
Expiration Date: January 25,
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, choose "Apply JetBlue credit" as the form of paymentYou can check the balance and transactions of a Travel Bank account by visiting:
https://travelbank.prod.sabre.com/tbank279/login.do
We realize the timing of the Pilots' joke was unfortunate for you with your own experience; however, we can assure you that it was not meant to offend youSome Pilots have standard jokes to tell to help the customers relax before a landing
We value you as a JetBlue customer and regret that you were disappointed with your recent experienceWe hope that you choose to travel with us again and allow 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,
Shauna
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 appreciate the opportunity to address the concerns presentedOur records show Mr
*** did contact JetBlue on April 22, and spoke to several supervisors regarding his disappointmentsMr*** and his travel companion were each issued customer goodwill credits, each receiving $and Mr*** continued to share his disappointmentOn May 6th Mr*** posted his discontent on social media and JetBlue, again as a courtesy, issued another gesture of goodwill for $and we communicated this was our final offerWe do feel we have been fair and communicated every time Mr*** has reached out to JetBlueWe can only apologize if we have not met his expectations in our service to him and if we have been unable to respond to your concerns to his satisfactionWe are respectfully declining any further courtesy creditsWe wish both travelers all the best and can only hope JetBlue is considered in the futureRegards,KellyCorporate Customer Support| JetBlueCrewmember ***

Dear Mr***,
Although the Revdex.com, respectfully, 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 about your recent
experience in New York (JFK) and provide clarification of the charges
Check in times vary at each airportDue to heightened security procedures, it's important for all customers to check in earlyBecause 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 airportIt is up to the discretion of the ticket counter crewmember to determine if a customer has arrived in time for their flight
We are sorry that when the crewmember tried to get you checked in she attempted to expedite the process by offering the Even More Speed option; however, because of the cutoff time you would still not have been able to board the planeThe refund for the $Even More Speed fee has been refunded to your credit card ending in ***Depending on your credit card company's procedures, this posting should appear within 7-business daysPlease contact us again if you have not seen it by then
When you were not allowed to chefor your scheduled flight due to cutoff times you were offered a same day change option for $Often times when a customer checks in online and arrives at or after the cutoff time, once they arrive at the gate, the door can be closed and the customer will still have to move to another flightWe show that you were rescheduled for a flight to SFO because there were no available flights to SJCAs these cities are co-located airports, this is not uncommonWe realize that it can be frustrating for customers since they need to obtain transportation to their original destination, but this is often preferred by the customer over waiting for a flight to become available or travel the next dayJetBlue is not liable for additional expenses related to ground transportation and we are unable to provide reimbursementsWe apologize for the inconvenience this was for you
To view the recommended time of arrival for a specific airport, visit http://bit.ly/J7uBQd
***, thank you for being a TrueBlue member and we look forward to welcoming you onboard your upcoming JetBlue flight
Kind Regards,
Jenifer
Corporate Customer Support
JetBlue Airways
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 *** *** and are responding through your Online Complaint System.We regret that our customer, ***, has not accepted our previous responseWe can only assure him that we have taken his request into consideration and must continue to deny his request for reimbursement for the difference in airfare of his JetBlue tickets and the cost of the ticket on the other airline as he left NassauThe circumstances were something that JetBlue could not have prevented or changedOur crewmembers acted in accordance with our Contract of Carriage with our customers in issuing a refund or booking them on later flightsAs a courtesy or gesture of our apologies for this experience, we also issued a $JetBlue Travel Credit to each displaced customerWe can only let him know that we look forward to welcoming him onboard JetBlue in the near future for a more pleasant experienceTell us why here

Re: Email received - Wed 1/4/2017, Contact # ***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.Dear Ms***,Thank you for your recent communication regarding your JetBlue experienceWe see that you purchased tickets to Orlando on December You indicate that you inquired regarding pricing, and was assured that if the price went lower within the next weeks, we would honor the lower fare by crediting your accountWe sincerely apologize that you felt the word "account" applied to your credit card accountWe do not honor lower fares with a refund to the original form of payment, but to your JetBlue Travel Bank accountWe see that the price for the tickets you purchased decreased by $each on January 3, and we were pleased to issue a credit to your JetBlue Travel Bank Account in the total amount of $for you to book travel within daysJetBlue offers this service as a courtesy, and we sincerely apologize that you did not understand that the credit would be issued to your JetBlue Travel Bank AccountInformation regarding our policy are as follows, and can be found at http://bit.ly/2jA3rjfor your convenience."Honoring the Lower Fare:- If you are rebooking within days of original purchase and prior to departure, there is no fee to honor the lower fare found on a JetBlue-operated flight.- In the event that a fare on a JetBlue-operated flight decreases after purchase, customers may rebook travel at the lower fare on the same flight to receive a credit for the difference in fare...Any difference in fare will be returned in the form of a JetBlue credit, good for one year from the date of issuance."As a one-time courtesy, we are pleased to issue two refunds to your credit card ending in *in the amounts of $each, and also permit you to keep the JetBlue Travel Bank Credit of $which you have already been issued, as an invitation to travel with us againPlease know that while the refunds will be processed today, it can take up to days to appear on your account history, depending on your financial institution.We do hope to welcome you onboard a future JetBlue flightThank you for choosing JetBlue!Kind regards, Sherri JetBlue | Customer Support Executive Offices

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
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:
Based on the information you have provided our records show on July 12th, in your TrueBlue account, there is a cancellation transaction and redemption on the same dayThere were 12,points returned on this dateYou should have access to view these transactions for your own verification
We are sorry for any misunderstanding and appreciate you reaching out to JetBlue
We hope to welcome you back onboard again soon
Kind Regards,
Kelly
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 are responding through your Online Complaint SystemWe are sorry to hear of your disappointment with our respond and the credits issuedAgain, JetBlue 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 stellarAgain, our records reflect a total credit for you each in the amount of $was issued in accordance with our Bill of Rights and a customer courtesyThe credit is available in your Travel Bank account(s):Name: *** ***Username: ***Name: *** ***Username: ***Credit is valid for one year from the original date of issuanceIf 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/JBcreditFAQ.JetBlue works hard to be fair to our customers and although we must respectfully deny any additional compensation in this instance, we do hope to have the privilege of welcoming you and Elina onboard a future JetBlue flight.All this being said, we understand that this was a very challenging, disappointing experience for you, and it does not reflect the wonderful service we want our customers to receiveWe always want you to feel welcome and well cared for, and we understand you felt this didn't happenWe can assure you your concerns have been shared with the appropriate leadership teams who will use your feedback to make any necessary improvementsThis is also why we issued you a credit; we want an opportunity to serve you again and do better***, thank you again for choosing JetBlue.Sincerely,Jenifer JetBlue | Customer Support Executive Offices

Complaint: ***
I am sure my upcoming flight will be a better experience (nothing could be worse) but I am still rejecting this responseThis is not being handled fairly and I'm extremely disappointed that JetBlue will not do anything further.
Sincerely,
*** ***

Complaint: ***
Dear Revdex.com:The airline argues that it placed us on the next available flight. However, as we mentioned in our complaint, JetBlue offered for purchase on its own website several flights that were leaving NYC before 10:10pm (which was the flights they say was the next one available). Attached are screenshots of my wife's cellphone taken on August at 5:37pm (ET). The first attachment shows that on August all flights were sold out; however, it shows that on August there were several flights that left NY on 8/as early as 7:00am to IAD or other DC airports. All these flights were available for purchase around the time we were told by the airline representative that the next flight available was the one at 10:10pm, including a flight leaving JFK to IAD at 6:10pm for the same price we paidAs such, either JetBlue did not in fact put us on the next flight available (as it argues it did) or the airline was selling tickets on its own website for overbooked flights. What would have happened if we had purchased any of those earlier flights online at that time? Would we have seats on the flight or would we be told later that the flight was overbooked? The inconsistency of the information provided by JetBlue is unacceptable. All we wanted was to get home as soon as possible, but the airline did not seem to put any effort to accommodate us. It is clear that there were flights that JetBlue could have put us on that would get us home before 11:37pm (expected time of arrival of our rescheduled flight).At this point, if the airline is unwilling to reimburse us for the financial loss (and inconvenience) we had due to the flight cancelation, we just want to be refunded for the amount spent on our tickets (USD204.20) in cashPlease see receipt attached. We do not wish to continue doing business with JetBlue. Therefore, we just want to be reimbursed in cash or as credit to our credit card used in the purchase (not as JetBlue credit to be used the next flight with them) for the money we paid for a service we did not receive. This last trip with JetBlue cost us an extra USDand we do not want to run the risk of incurring such expense again given the poor customer service provided by the airline. We hope that, given all the inconvenience caused to us, the airline is at least willing to return our money for a flight not used.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Re the boarding pass, I refreshed again again, even immediately before the flight took off, the gate number never showed upSecond, people need to know the terminal either in the reservation or in the itineraryIf you say people have to call you to obtain that information? I cannot agree that is standardThird, you don't even have an email contact link on your mobile website, which is not normalForth, I'm a frequent customer airlines, I know what's the size of a carbagI have never been asked by other airlines to measure my carbag or even be asked to check in my carbag And you charge additional $for checking in one bag, that is not standardFifth, your employee at the check in point, he pointed at customers and even warned customer to be "careful" It's like a gangster, which is way below standardSo I reject your response and demand a further explanation or resolution With due respect
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:
You are welcome to contact us toll free at *** (***) hours a day, days a weekAny one of our friendly crewmembers will be able to assist you with a booking or any questions you may have regarding Western Union as a form of payment
Thank you so much for reaching out to usWe look forward to hearing from you
Regards,
Kelly
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 are responding through your Online Complaint SystemDear ***,Thanks for contacting JetBlue
We're happy to assist you however we must first locate your reservation. Please provide your confirmation code or your ticket numberYour confirmation code is a series of letters located on your confirmation email or boarding passYour ticket number is digits long, beginning with 279, and can be found on your confirmation email, your boarding pass, or your credit card statement.We look forward to assisting you soon!Kind regards,CherishJetBlue | Customer SupportExecutive Offices

Complaint: ***
I am rejecting this response because:They were suppose to reimburse $300.00, $for each passenger, and I'm not counting the bay as well
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 the Online Complaint SystemWe recognize how frustrating it must have been you were unable to complete your reservation online for the number of customers you needed at the fare you saw availableWe sincerely apologize for the inconvenience this as for you.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 lowest 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 lowest fare is purchased by another customer, the price will increase to the next price that was pre-selected for that particular flight.We understand when you finally reached a JetBlue crewmember on the phone the fares had increased and were no longer availableAs Cherish previously advised, we’re unable to honor a fare which is no longer available and as a gesture of our goodwill you were issued a JetBlue credit for $into Travel Bank account # *** to help offset some of the fare difference currently showingCredit is valid for one year from the date of issuanceVisit bit.ly/JBcreditFAQ for helpful information about how to use and manage your credit.***, thank you again for choosing JetBlue and we look forward to welcoming you and your family onboard your future flights.Kind regards,JeniferJetBlue | Customer SupportExecutive Offices

To: [email protected]: Email received - Wed 8/10/2016, Contact # *** Dear Ms***,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 extend a written apology for your discomfort, and provide some helpful information.We sincerely apologize that when you inquired about a seat assignment, that there were no seats left to assign, except for upgraded seating, and you understood that you would be required to purchase an Even More Space seat to travelThis is not the caseIf you find that you have arrived at the airport without a seat assignment, please be assured that you will be assigned a seat prior to boardingIf you prefer specific seating, you are always welcome to purchase an Even More Space seat, but we would not require you to do so to travelWe apologize for any misunderstanding.At this time, JetBlue, and all airlines, are required to accept any qualified service or emotional support animals assisting our customer with disabilitiesThe ACAA is centered on protecting the rights of our customers who have disabilities, and some of these customers rely on service animals to assist themAs every flight has the possibility of having an animal onboard, an Inflight crewmember will be happy to provide alternate seating based on availability and upon request.You indicated that you are severely allergic to dogs, and we understand your frustration when you requested information at the gate about any dogs being onboard, and Steven assured you there was not; only to find that there were dogs nearby when you became ill onboardWe were pleased to arrange seating so you were no longer near the dogs, and apologize that you found Steven's response unprofessionalBecause the customer with animals was relocated to an alternate seat when we were informed of your allergy, we must respectfully deny that a violation of the standards set by the Department of Transportation occurredWe have forwarded your complaint to our Inflight Leadership Team for training purposes. For future flights, you are welcome to call us at 1-800-JetBlue in advance of your travel to help us document any allergy in the reservation, and inquire about the presence of animals onboard, requesting to be seated as far away from them as possible. Our crewmembers are aware of this type of request, and will be happy to work with youWe know that some customers do have allergies and we want to do all we can to assist youPlease know that this information can change at any moment, and you should feel free to inquire again at the gate before boardingAs a token of our apology, a JetBlue credit has been applied to your TrueBlue Travel Bank accountWe understand a credit does not take away your unfortunate experience; however, we hope you will accept it in the spirit of goodwill intendedThe details are as follows:Use your TrueBlue login credentials for TrueBlue #***Service Credit: $100Expiration Date: August 15, 2017This credit is available to purchase future airfare 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 your credit, visit JetBlue.com and sign in to your TrueBlue account. Book your travel from this point and select "Apply JetBlue Credit" at the payment screenYou will then be prompted for a credit card if there is any remaining balanceI 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 382.Ms***, we again apologize for your discomfort and for the way you felt treatedWe do appreciate your feedback and thank you for bringing this to our attentionWe appreciate your TrueBlue loyalty, and hope to welcome you onboard again soonWe are confident we can provide a more pleasant experienceThank you for choosing JetBlue!Kind regards,SherriJetBlue | Corporate Customer SupportCrewmember ***Tell us why here

Hello,We have reviewed this complaint from *** ***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 frustration you experienced and for the disruption to your travel plansWe appreciate this 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 Inflight Crews and Pilots are under strict guidelines from the FAA as to how many consistent hours they are able to work without restingDue to the delays these Inflight crew hours would have been extended beyond regulation had they covered your flightUnfortunately, there is no way to predict such situationsWhen the time is exceeded or would be exceeded during the next flight, a new crew must be called inFlights crews and aircraft are on specific routes and it is imperative that this schedule be adhered to for the down line of their flight schedule. 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 departureAll directives arereceived from Air Traffic Control This certainly was an unusual series of eventsWe genuinely value you as a loyal JetBlue customer and hope you will allow us the opportunity to serve you under better circumstances in the futureWecan assure you that we will do our best in providing great customer service for you. Sincerely, Debbie C***JetBlue - Corporate Customer Support loads they may or may not allow us to hold a flight past its scheduled departureAll directives arereceived from Air Traffic Control This certainly was an unusual series of eventsWe genuinely value you as a loyal JetBlue customer and hope you will allow us the opportunity to serve you under better circumstances in the futureWecan assure you that we will do our best in providing great customer service for you. Sincerely, Debbie C***Corporate Customer SupportJetBlue AirwaysSincerely, Debbie C*** JetBlue | Corporate Customer Support 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'd be happy to to address the concerns stated but do need additional information
Please reply with the letter confirmation or a ticket number beginning with '279', or, your girlfriends first and last name as it appears on the reservation
Also, when you cancel a reservation with JetBlue, the funds owed are pulled from the fare paid and the remaining balance becomes a credit with JetBlueIf you book with an agency, this may be slightly different as each agency will collect our fee plus any fees they may have
We look forward to hearing back from you 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 *** *** and are responding through your Online Complaint SystemWe appreciate the time you took to share
with us your recent travel experience and have also responded to your email sent directly to us with this same information.While we make every effort to ensure that our aircraft departs and arrives on time, our flights, as any other airline, will always be subject to delays, diversions, cancellations, ground delays and other last minute changes due to weather, mechanical difficulties, Air Traffic Control and other abnormalities of air operations necessary to ensure the safest possible operationOur records indicate your plane was directly impacted by a bird strike before it landed in Orlando (MCO)We sincerely apologize for the inconvenience this was for you.When a plane encounters these incidents it must be closely reviewed for any mechanical difficulties caused by the bird strikeThis process can be time consuming; however the safety of our customers is our primary goalOnce the plane was cleared for travel, Air Traffic Control determines when flights can departOften, inclement weather can cause a back log of planes on the runway as was experienced on August 18, As conditions allow, ATC clears flights for take-offWe recognize that delays aren’t convenient and are sorry to hear of your disappointment. We show you and *** paid $for your flights from Orldando to NewarkWe're pleased to see each customer onboard your flight received a $credit in accordance with our Bill of RightsWe know a credit cannot take back a bad experience; however, we issue compensation as a gesture of goodwill and an invitation to travel with us in the future, so we have the opportunity to provide a more positive experienceAs an added gesture of goodwill, we've issued you each an additional $to your accountYour JetBlue credit, now totaling $225, is valid for one year from their original date of issuanceInformation on using your credit has been sent to the email address associated with your Travel Bank accountsIf you’re a TrueBlue member, you can access your Travel Bank account with the same login credentials you use to access your TrueBlue account When 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/JBcreditFAQJetBlue works hard to be fair to all of our customers and in an effort to honor the integrity of our guidelines, we are respectfully declining your request for JetBlue to issue you each a full refund.***, although we must respectfully decline any requests for additional compensation over what we've already issued, we do hope to have the privilege of serving you again sometime in the futureKind regards,JeniferJetBlue | Customer SupportExecutive Offices