JetBlue Airways Corporation

Hello *** and ***,We have reviewed your complaintAlthough, 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 the Online Complaint SystemIn reviewing the
circumstances of your reservation with JetBlue we see that you chose a nonrefundable fare out of several options which include refundable faresAs a token of appreciation for choosing JetBlue for your travel and in understanding of the challenges of a delayed flight and missed planned connection we issued you an electronic credit that can be used towards a future flightThe portion of the flight you did not take was refunded to your electronic Travel Bank for $for each of youIn addition your request for a voucher for the inconvenience was honored and each of you was also issued you an additional credit of $50. We understand a credit does not take away your frustrations; however, we hope you will accept it in the spirit it is intendedThe details are as follows: User ID : *** ***Service Credit: $204.02Expiration Date: July 10, 2017 User ID : *** ***Service Credit: $50Expiration Date: July 10, 2017 This 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 balance.We respectfully decline a refund of the nonrefundable fare you purchasedThank you for choosing JetBlue for your travelWe again apologize for the frustrations you experiencedWe look forward to serving you onboard again when your plans allow and are confident you will have a renewed positive JetBlue experience.Sincerely,Sharon E*** JetBlue | Corporate Customer Support 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 and clarify your concerns regarding canceled
flights and our obligation when travel plans do not go as expected
We regret any discomfort you and your mother experienced as a result of the text message notifications and subsequent cancelPer our Contract of Carriage, which can be viewed at: http://www.jetblue.com/p/jetblue_coc.pdf, states that when we fail to operate as scheduled we will provide the next available flight by which seats are availableSometimes this may be the next flight, or it may be the next dayWe apologize for any misunderstanding as well as any crewmember you spoke with who displayed and unkind demeanor
Your request for $10,is respectfully declinedAlthough this flight did not qualify for the JetBlue Bill of Rights we are happy to offer a gesture of goodwill credit to invite MsF* back to travel with usThis credit has been placed in her travel bank accountSince her travel bank is attached to her trueblue account she can access this information easily by logging in using her TrueBlue credentialsAll JetBlue credits expire one year from the original date entered
We appreciate the feedack and know our customer's voice is a large part of our daily review and process for improvement
We look forward to a time when we can welcome you, your family and MsF* onboard and we trust that you will have travel experiences that are exceptional
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 like to offer our assistance but find it challenging with out reservation details
Will you please respond with your JetBlue ticket number or confirmationUpon receipt of that information we may be able to see more clearly what kind of documentation was placed in your reservation details
Please keep in mind double points are offered for bookings made online at jetblue.comReservations booked on other Travel Agency sites do not qualify for double points
We look forward to hearing back from you so we can address the concerns accordingly
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 appreciate the opportunity to clarify with some information found on the SAA website under their Rules of Carriage:
FREE BAGGAGE ALLOWANCE
You may carry some Baggage, free of charge, subject to our conditions and limitations, which are available upon request from us or our Authorised Agents and are available on our website www.flysaa.com
EXCESS BAGGAGE
You will be required to pay a charge for carriage of Baggage in excess of the free Baggage allowanceThese rates are available from your local Travel Agent or South African Airways office
Using a shared tool to determine fees based on the most signifigant carrier JetBlue utilized during check in it was determined that your bag charges are correctYour first bag (the second actually) after the allowance was met was charged $excess/overweight and the second bag (third actually) was charged $for the excess bag/overweight fee consistent with the shared business practices for the partnership
We apologize for any misunderstanding and must respectfully decline your request for reimbursements
We appreciate you choosing to travel with JetBlue and can only hope you will consider traveling with us again in the future
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI reached out to Cherish at the email provided and we have come to a resolutionShe did what Chase couldn't do as well as able to reach a customer service rep at the travel agency
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 *** ***:We have reviewed this
complaint and request from *** and welcome the opportunity to address his concernsWe understand he has contacted JetBlue directly on this matter and our response has not met his expectations(See attachment)In our correspondence, we apologized that his travel was not as smooth and pleasant as we do strive to provide our customersAdvised *** that whenever we have a delay or cancellation of a flight, it is for the safety of all our customers and crewmembersWe reviewed the reservation *** and found it was marked as "used" once the ticket for Southwest Airlines was purchased by Ken, thus preventing a cancellation and refund of the faresWith this in mind, we must respectfully deny ***'s request for a refund of the fares and fees he paidWe understand and sympathize that with his stated medical condition, he did not get the food vouchers that were given to our displaced customers on February and that he paid $for meal out-of-pocketAs a courtesy, we issued him a JetBlue Travel credit in the amount of $to reimburse him for this mealThe reservation has been archived and we cannot issue a refund to his credit cardWe have also researched the bag fees he mentioned, and as above, we have issued a $voucher to his account to reimburse him for this feeOne additional credit was issued without a copy of the statement for his car service fee in the amount of $70, as aboveHe has been sent emails to inform him how these credits can be used and the terms for using themRespectfully, we cannot take responsibility for any continuation or worsening of his physical conditionWe do send our best wishes for his full and speedy recovery

We have reviewed this complaint from Mr*** ***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
Our records indicate that
Debbie D*** in our office spoke with him today and he indicated that he was satisfied with the measures JetBlue has already taken to apologize for his frustration when a seat he selected was changedHe has been issued a refund for the $*** fees charged when he changed a flight, a refund for the Even More Space seat which had been changed, assigned another Even More Space seat on a new flight at no cost and issued an electronic voucher of $** towards a future flight
If Mr*** would like to cancel his flight we would refund the fare paid for that flightWe have explained that as public transportation we cannot guarantee any one specific seat rather we guarantee a seat on the flight and honor the customer choice as much as possible
Sharon E***
Corporate Customer Support
JetBlue
Crewmember ***

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by [redacted] and are responding through your Online Complaint System.Although the Revdex.com does not have...

jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by xxCUSTOMERNAMExx and are responding through your Online Complaint System Dear Mr. [redacted],We have been made aware of your complaint to the Revdex.com, and appreciate the opportunity to respond to your concerns.Please accept our sincere apology for the disappointment you experienced due to the delay of your flight. We know that delays are very unwelcome, and we do all we can to avoid them. At times, however, they do become necessary; we appreciate your patience. We have a team dedicated to making the decision which delayed flights will receive compensation in accordance with our Bill of Rights. Although your flight didn't qualify for compensation, as a gesture of goodwill, we've issued you a JetBlue credit for $100.   Your username is [redacted] and information on using your credit has been sent by email. You can access your Travel Bank account with the same login credentials you use to access your TrueBlue account. This credit is valid for one year from the date of issuance. Visit bit.ly/JBcreditFAQ for helpful information about how to use and manage your credit. For future flights, please keep in mind that all customers are strongly encourage to keep all medically necessary items with you in your carry on bags. Thank you again for choosing JetBlue, Mr. [redacted]. We hope to welcome your family onboard again soon, and look forward to working with you toward more enjoyable future flights. Sincerely,  Jenna  JetBlue | Customer Support Executive Offices

Although as an airline JetBlue is not governed by the Revdex.com we are happy to address your complaint through this forum. We understand how difficult it can be to have ones plans disrupted and apologize for the inconvenience. As 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 control. Weather is an uncontrollable event and compensation is not offered for disruptions caused by weather. For future reference, recommend that customers consider purchasing travel insurance to help cover costs in such situations. Some credit cards may have insurance as part of the benefits offered when the card is sued to purchase the flights or it can be inexpensive to add on for a trip. 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) Customers whose flight is cancelled receive a full refund of the amount paid for the affected flight. The $59.20 each you paid for JetBlue flight #[redacted] was refunded. We can only refund the amount that was received for the flight in question. We respectfully decline  compensation for this unavoidable cancelation. We are glad you were able to find transportation that day and look forward to serving you on JetBlue in the future under better circumstances. Regards, Sharon E[redacted] JetBlue, Customer Support Executive Offices Tell us why here...

Complaint: [redacted]
I am rejecting this response because:The airline has not notified me that this case is "under review by JetBlue Corporate Security."  Rather, the only letter I've received ignores all culpability and places the blame on me for their poor judgment, mistreatment, and theft.  None of their accusations are true or provable and I need someone to act on my behalf, please.  Where can I get help?  Please explain how Revdex.com arbitration works.  Do I have to come to Utah?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Your company is responsible for the answer given by your employee. When I called your agent I got a response based on this response I decided to bring my extra bags with me on the airplane instead of shipping it by using another way of shipment.It is not acceptable for me to move past the number of bags carried and the invalid charges I paid.I still want to receive a refund from you.
Sincerely,
Ahmed E[redacted]

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by xxCUSTOMERNAMExx and are responding through the Online Complaint System.  Dear [redacted], The $75.00 JetBlue credit is in your Travel Bank account.  The details are as follows:User ID [redacted]Service Credit: $75.00Expiration Date: 10/30/2018 This credit is available for use on future travel with JetBlue. The expiration date is the day by which a reservation needs to be booked. You 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 account. When you select your flights and reach the payment screen, click on Travel Bank under Apply JetBlue Funds. You can check the balance and transactions of a Travel Bank account by visiting:  https://travelbank.prod.sabre.com/tbank279/login.do  Thank you for letting JetBlue know of this experience. We hope to welcome you onboard soon. Sincerely, Sandra JetBlue | Customer Support Executive Offices

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by [redacted] and are responding through your Online Complaint System.   We appreciate you reaching out...

to JetBlue and the Revdex.com regarding your recent travels. We’d like to assist you and request you send your JetBlue confirmation as a first step to allowing us the opportunity.   We can share with you JetBlue (along with majority of all airlines) did experience severe weather delays due to Storm Grayson. We operate in one of the heaviest air traffic corridors and when weather hits these areas it does become a challenge. In the spirit of safety we did delay flights and sometimes were given directives from Air Traffic Control to do so.   We want you to know how much JetBlue appreciates your support, and know that without you and many other valued customers, we would not be the airline we are today. You can be certain every effort will be made to ensure our standard of service meets your expectations in the future.   Kind Regards, Kelly H[redacted] JetBlue | Customer Support Executive Offices

Complaint: ***
I am rejecting this response because:It is not Paypay problem that the payment is declined- it was the Jetblue that rejected. I feel discriminated against on so many levels, and will continue my fight. All over social media my comments about jeyblue will be posted weekly.
Sincerely,
*** ***

Dear [redacted],We have reviewed this complaint from the Revdex.com. Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we will promptly respond through your Online...

Complaint System.We're also sorry to hear that you were unable to enjoy the Inflight Entertainment on your flight. When JetBlue first made the decision to offer entertainment on our flights, we originally chose to charge $5.00 for the service. After much consideration, we reconsidered and decided to offer the programming as a complimentary service. Our Corporate Officers have made the decision to offer $15 vouchers for this complimentary service to all JetBlue customers which is in accordance with the JetBlue Customer Bill of Rights.  We understand a credit does not take away the experience; although we hope you will accept the credit issued in the spirit of goodwill intended. (If you are unable to click on this link, please cut and paste the address into a web browser.) We genuinely value you as a JetBlue customer and hope you will allow us the opportunity to serve your future travel needs with a positive experience. Sincerely,Debbie C[redacted]JetBlue | Corporate Customer Support  JetBlue | Corporate Customer Support

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response: We appreciate the opportunity to confirm the flight in question was canceled as a result...

of weather. We do operate in one of the heaviest air traffic corridors and sometimes this does create a ripple affect. We did communicate prior to your flight and we did offer the next available flight by which seats were available per our Contract of Carriage. We regret your disappointment. On contact [redacted] our crewmember responded with information regarding your refund as well as issued a credit as a courtesy. We are supporting this decision and respectfully declining your request for reimbursement for your Amtrak purchase. We wish you all the best with any travel you may have and certainly hope JetBlue might be considered in the future. Kind Regards,KellyCorporate Customer Support

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 (49 U.S.C. Sec. 41713), we will promptly respond through your Online Complaint System.We sincerely...

apologize for the frustration you experienced on Flight #[redacted]. We appreciate you taking the time to share your concerns.We apologize if you were not treated with the utmost courtesy and respect by our Inflight Crewmember and we can assure you that your comments have been forwarded to our Inflight Leadership Team to be discussed directly with the crewmember involved. For privacy purposes we are unable to share any action taken. To maintain the integrity of our Even More Space seats, to be guaranteed a seat with Even More Space seating the seat fee is charged for our JetBlue customers. Seating is not moved to those seats unless the fee has been paid to ensure that other customers that have paid for the seat are receiving the same consideration.  We value you as a JetBlue customer and hope to serve your future travel needs under better circumstances. Sincerely, Debbie C[redacted] JetBlue | Corporate Customer Support   Debbie C[redacted] JetBlue | Corporate Customer Support

Dear [redacted],Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by [redacted] and are responding through your Online Complaint System. We regret to hear of your...

disappointment and appreciate the opportunity to respond to your concerns.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 operation. We sincerely apologize your flight was directly impacted.While we strive to provide the best level of customer service we can to all our customers, we recognize how frustrating it was to experience longer than normal hold times on January 6 and 7 due to the Fort Lauderdale Incident and Winter Storm Helena. We are sorry the disappointment it was for you when you were unable to reach a crewmember for additional assistance and re-accommodation information.Our records indicate you were issued a full refund back to your original form of payment for the JetBlue canceled flight. In addition, as a gesture of goodwill, we've issued a $75 credit to each of your Travel Bank accounts: Name: [redacted]Account # [redacted]Name: [redacted]Account # [redacted]Information on using your credit has been sent to the email addresses associated with your Travel Bank accounts. 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 page. If 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.[redacted], thank you for choosing JetBlue and we look forward to welcoming you and Nadia onboard a future JetBlue flight.Kind regards,JeniferJetBlue | Customer SupportExecutive OfficesTell us why here...

Complaint: [redacted]
I am rejecting this response because:It's not about policy; it's about doing the right thing. It's frustrating that JetBlue is profiting off our misfortune: forcing us to buy JetBlue airline tickets or we lose the money completely.  Essentially, JetBlue takes our choice away for how to use the money, so that JetBlue keeps the money no matter what.  That gives the impression that JetBlue could care less about the circumstances of why we want the refund and could care less about us. It also seems contrary to JetBlue's claim: "dedicated to bringing humanity back to air travel."  Where is the humanity in profiting off misfortune?  In caring more about profit than the customer?  I just expected more compassion and less banging of the rule book to justify a bottom line. Companies that care, that have excellent customer service, are the ones that get continual business and are referred to others.  JetBlue had the potential to make me a returning customer with how it handled this -- if Jetblue would have been easy, understanding, and issued a refund from the start,   that would've impressed me.  Instead, I'm left with a bitter taste.I understand that businesses need to earn a profit at the end of the day.  But at the cost of compassion?  Just keep in mind how you treat customers eventually does affect your profit in the long run. Sincerely,[redacted]

Dear [redacted],Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint you filed and are responding through the Online Complaint System. Although we typically do not offer...

consideration with regard to fee waivers in these situations, as a one-time gesture of goodwill, we have reversed the $150 cancellation fee for you each into your JetBlue credit. The full fare paid of $634.21 for you each is now available in your TrueBlue account #3932309633Your credit is valid for one year from the original date of issuance. Information on using your credit has been sent to the email address associated with your Travel Bank account. If you’re a TrueBlue member, you can access your Travel Bank account with the same login credentials you use to access your TrueBlue account. If you have any questions about JetBlue credit, feel free to visit bit.ly/JBcreditFAQ.[redacted], thank you for choosing JetBlue. Kind regards,JeniferJetBlue | Customer SupportExecutive Offices