JetBlue Airways Corporation

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 acknowledge the poor customer service experience you...

had onboard a JetBlue flight.
We are sorry our crewmember was less than pleasant and hope you responded to contact number [redacted] with a description of the crewmember who acted in a manner that did not reflect our core values. We'll be sure to share the flight details with our Inflight Leadership team.
Our records show you did take both flights and stayed in the location you purchased with the Getaways package; as such, your request for a full refund is respectfully declined.
JetPaws is a program that offers information regarding expected pet etiquette, what to expect at the airport and inflight, if you earn points, travel guides, etc. We are sorry if there was a misunderstanding that the inflight crew would also ask or check on your pet.
When you spoke to one of our supervisors on February 19th they issued a courtesy credit for $[redacted] for the inconvenience and seat debacle. As an additional gesture of goodwill we've placed an additional $[redacted] credit in your travel bank. We hope you will accept this in the spirit intended.
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 choosing JetBlue. We look forward to welcoming you onboard again soon and hope to provide a more positive travel experience.
Regards,
 

Kelly
JetBlue | Corporate Customer Support
Crewmember [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 Mr. [redacted] and are responding through your Online Complaint System.Safety remains our number one goal. During...

adverse weather conditions many factors are taken into consideration. There are times when we receive Air Traffic Control communication, Tarmac delays, and while waiting there can be controllable delays that happen. We are sorry for any misunderstandings. Flight [redacted] did divert to Orlando because of a crew legality. We regret if this information was not communicated. We appreciate the time you took reaching out to JetBlue and The Revdex.com. We hope this information clarifies the questions you had.  We look forward to having you back onboard JetBlue again soon!Kind RegardsKellyExecutive OfficeJetBlue

Dear Mr. [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. We are sorry to hear of your...

disappointment with your last travel experience. Our records indicate you boarded your flight without incident and once onboard you were told that the overhead bin could not accommodate your bag. We recognize your disappointment, especially since it met the size requirements. As circumstances require, crewmembers may sometimes ask customers to gate check any carry-on bag and as previously advised they have full discretion to check any carry-on bag as necessary. We are pleased to now you were given the option to remove your valuable from your bag and remain onboard; however, you declined this option and requested to be moved to the next flight when your bag could travel with you. The airport crewmembers advised you the next flight was not until March 1, 2018 and you still requested to be moved. We must must respectfully decline your request again for any compensation for this incident as we accommodated your request to be moved to a new flight. We hope you found our crewmembers to be kind and courteous while they finalized the change you requested.Ivan, thank you again for choosing JetBlue.Regards,JeniferJetBlue | Customer SupportExecutive Offices

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 the Online Complaint System. Thank you for contacting...

JetBlue. We are very sorry to learn of your continued disappointment.  You are a valued customer and we truly regret that your customer service experience was not the smooth and pleasant one we strive to provide. The fare you purchased was a non-refundable fare. JetBlue does however allow for Customers to cancel their flight prior to departure and still receive a JetBlue Travel Bank Credit for the full amount, minus a penalty. These terms and conditions are agreed to by the consumer prior to your purchase. For further information regarding our contract of carriage please visit https://help.jetblue.com/SRVS/CGI-BIN/webcgi.exe?St=170,E=0000000000348192297,K=...⇄ or https://www.jetblue.com/p/jetblue_coc.pdfWe are sorry you felt the refund that was issued to your Travel Bank account should have been issued as a credit to your credit card. We respectfully decline your request to have it converted from a Travel Bank credit to a credit to your original form of payment. However, we are willing to issue you an additional $150.00 Travel Bank credit, which was the penalty that was issued when you canceled your flight. Credit is valid for one year from the original date of issuance. Since 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 payment. If you'd like to check your balance or transactions, or if you have any additional questions about credit, visit bit.ly/JBcreditFAQ. We do hope you will be pleased with the additional credit that has been added to your account. We do value you as a JetBlue Customer and we do hope you will travel with us again real soon.Kind regards,Nicole HJetBlue | Customer SupportExecutive OfficesTell us why here...

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to the delayed first flight and courtesy credit issued...

by our Supervisor when you called and spoke to them.
We regret the circumstances of your complaint. Delays are inherent to this industry. If a flight qualifies for JetBlue Bill of Rights it will be issued accordingly. In this case, the outbound flight did not.
Because the flight was delayed, for your missed connection, our obligation per our Contract of Carriage is to place you on the next available flight by which seats are available. We regret hearing the disappointment with this.
We do feel that we have assisted you with fairness and respectfully decline your request for additional credits, refunds or reimbursements for incidentals.
We appreciate you choosing JetBlue and trust future travels will be exceptional.
Kind Regards,
Kelly JetBlue | Corporate Customer Support Crewmember [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to acknowledge this was a very frustrating experience...

for you and [redacted]. Although you waited 12 hours, we are glad our crew had space available no the next flight they could offer. We also regret hearing the return flight was lost when changes were made and will be sure to share this information with our Airport Leadership for coaching and feedback.
We have honored the request you made for $150.00 and have issued this to EACH of you in a Travel Bank. Emails with information have been sent to both of you. Please be sure to review the details. All JetBlue Travel Bank credits expire one year from the original date entered. We know credits won't take away the experience but we certainly hope you will accept this in the spirit intended.
We appreciate you reaching out to JetBlue and hope we have an opportunity to provide a positive and renewed experience in the future.
Warmest Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Dear [redacted],   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.   Upon receiving an email complaint from Mr. [redacted] on 06/02/16 regarding his stay at the Luxury Bahia Principe Resort Bougainville in La Romana, D.R. from 05/27/16 to 05/31/16, his complaints were about construction on the property, and the food. We investigated his claim on the construction at the hotel and found the hotel did have ongoing construction during his stay. However, the resort did not notify JetBlue in advance to allow us time to advise our customers. Mr. [redacted] did not submit any photos to JetBlue Getaways that we could have passed along to the hotel on his behalf. We contacted the resort to check and see if Mr. [redacted] had filed a complaint or reported his issues with the hotel management during his stay. They reported that Mr. [redacted], did not file a report. JetBlue shows no record that Mr. [redacted] contacted us for assistance during his stay. Had Mr. [redacted] contacted JetBlue for assistance during his stay, we could have been able to work with the hotel to help resolve the issue.   As a gesture of goodwill for the inconveniences experienced, JetBlue issued Mr. [redacted] a Getaways credit certificate to show him our appreciation for sharing his comments and our regret that we were not able to assist him during his stay as we would like to have done. Mr. [redacted], responded on 06/04/16 to our gesture of issuing him a Getaways certificate as "not at all sufficient." JetBlue replied again on 06/04/16 stating that we apologized for the inconveniences and regret he was not satisfied with our attempt to resolve his issues, but this was the solution we felt was in fairness to all customers.   Upon reviewing Mr. [redacted]'s package again, we are happy to increase the Getaways credit. Because the online selection chosen offered the resort with a significant savings, this credit would be a value of at least (2) two of the (4) night’s stay. This JetBlue Getaways credit will be the maximum compensation offered.   JetBlue has expressed our sincerest apologies to Mr. [redacted], we tried to reach him by phone to speak with him, but were only able to leave a voicemail. We have reached out to the resort on his behalf, multiple times to request they consider compensation, which they would not, due to not having a complaint on file to refer to. This is why we issued a JetBlue Getaways credit certificate, in hopes that Mr. [redacted] would allow us the opportunity to offer him the excellent JetBlue experience we strive to provide our customers.   Per our JetBlue Getaways Terms and Conditions, our packages are nonrefundable, as was agreed to when Mr. [redacted] booked his package online. We feel in fairness to all customers and parties, the credit issued is the final satisfactory solution and JetBlue must respectfully decline Mr. [redacted]'s request for a refund.     Sincerely,   Daelene JetBlue Getaways Customer Service JetBlue Airways Crewmember [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. Although we understand and sympathize...

with [redacted]'s situation, we must respectfully deny her request for a refund for her JetBlue tickets and reimbursement for her Amtrak ticket. We found the following response to our customer from Crewemember Angela that answers her requests. There is also a follow up response on June 26 wherein [redacted] was issued an additional $25 JetBlue travel credit, for a total of $100.) We To: [redacted]Re: Email received - Thu 6/22/2017, Contact # [redacted]Dear [redacted],Thank you for contacting JetBlue. We’re sorry to hear that your experience was not as pleasant as itshould have been. While we never want to delay a flight our customers are depending on, sometimes wemust. We’re truly sorry for the inconvenience it caused.     Air Traffic Control determines when flights can depart. Often, inclement weather can cause a back log of planes on the runway. As conditions allow, ATC clears flights for take-off. We recognize thatdelays aren’t convenient and are sorry to hear that your plans were impacted. Because your reservations were booked separately, we were unable to re accommodate you for your flight to DCA. We apologize for this inconvenience and certainly understand your frustration in thismatter. We apologize for the misinformation given to by our reservations agent. We are not able to reimbursea ticket that has already been used. Although we're not offering reimbursement for consequential expenses, if you purchased travel insurance, you can submit your hotel and and other airline expenses to your travel insurance company for consideration. If you selected insurance from Allianz Global Assistance (our independent provider) during the booking process, please visit jetblue.com/travel-insurance for more information about filing a claim. You may also file a claim through the credit card used for the purchases as most credit card companies provide travelers insurance.We have a team dedicated to making the decision which delayed or cancelled flights will receive compensation in accordance with our Bill of Rights. As it turns out, your flight didn't qualify for compensation, but we appreciate you appreciate you taking the time to inform us of your experience. We value this perspective and will take your feedback into consideration as we evaluate the areas inwhich we can fine-tune our operation.As a gesture of goodwill, we've issued you a JetBlue credit for $75.00 is valid for one year from their original date of issuance. Your username is [redacted] and 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. This credit isvalid for one year from the date of issuance. Visit bit.ly/JBcreditFAQ for helpful information abouthow to use and manage your credit.Although a credit could never compensate for your frustration, please accept this as a token of our appreciation and an invitation to allow us to serve you once again.Kind regards,AngelaJetBlue | Customer CommitmentCrewmember 09619We feel this matter has been treated fairly and reasonably by JetBlue for [redacted]. No further compensation will be issued. Regards, Shauna JetBlue | Customer SupportExecutive OfficesTell us why here...

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 flight delays experienced. We certainly recognize the customer inconvenience when a flight does not operate as scheduled and we make every possible effort to prevent such irregularities. Delays are at times unavoidable, but necessary to ensure the safest possible operation. Our records indicate that Flight #[redacted] on August 19 was delayed as a result of a government mandated ground stop and due to a runway closure and a disabled military aircraft. This was an uncontrollable event. Many flights were affected as a result and we sincerely apologize that your travel plans were disrupted as a result. We also apologize for any misinformation you may have received regarding the delay. We appreciate knowing that you received a credit. We recognize that your time is valuable and we apologize for time lost although we are unable to compensate for time lost. We understand the credit does not take away the experience; however, we hope you will accept it in the spirit of goodwill in which it was offered.We also apologize for any confusion regarding the notification for tarmac delays that are provided every 30 minutes; this refers to notification for customers who are actually onboard the aircraft while delayed on the tarmac.We again apologize for your experience and hope you will allow us the opportunity to serve you under better circumstances in the future at JetBlue. We can assure you that we will do our best in providing great customer service for you.Sincerely, Debbie C[redacted]JetBlue | Corporate Customer Support Tell us why here...

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 Ms. [redacted], and we are responding through the Revdex.com's Online Complaint System. Dear Ms. [redacted], On behalf of...

JetBlue's Executive office, we send our best wishes to you, your family, and all those who were affected by Hurricane Irma.  We certainly appreciate that you were trying to be proactive and minimize any impact on your trip by attempting to make a flight change ahead of the storm.We are sincerely sorry for the inconveniences that you experienced as a result of the flight cancellations. We see that you were refunded $161.40 per person for the flights that you did not use, since you re-booked with another airline.  Yesterday, we also issued a $50.00 refund to your original form of payment, for the bag fees that you paid on September 6, 2017. Depending on your credit card company's procedures, this refund posting should appear within 7 - 10 business days. Please contact us again if you have not seen it by then.We typically don't offer reimbursement of consequential expenses; however, to help offset some of the unexpected costs you paid, and as a token of goodwill, we will reimburse up to $630.00 total towards the United Airline tickets purchased for you and [redacted].In order to proceed with your reimbursement, we require a copy of your United Airlines receipt. You may send this receipt to [email protected] and attach your documentation as a PDF or send it via:Fax: 1-801-449-2440Attention: CherishMail: JetBlue Attention: CherishP.O. Box 17435Salt Lake City, Utah 84117Please include the following information on your submission:- Contact ID number ([redacted])- Confirmation code ([redacted])- Name and mailing address of where we can send approved reimbursement- Phone numberIf you purchased travel insurance, you're welcome to submit your expenses to your insurance company for additional consideration. If you selected insurance from Allianz Global Assistance (JetBlue's independent provider) during the booking process, please visit jetblue.com/travel-insurance for more information about filing a claim. Any reimbursements will be provided in U.S. dollars. We value you and Alyssa as customers, and we thank you for choosing JetBlue.Sincerely, Cherish 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 her for contacting...

you about her JetBlue flight and understand she is requesting a refund in the amount of $274.80 to her original form of payment instead of a JetBlue travel credit. Although we must respectfully deny her request, we welcome this opportunity to explain this decision.  We offer customers the option of purchasing JetBlue refundable fares during the booking process. In situations where the nonrefundable fare was selected, we're not able to offer a refund in accordance with our original agreement upon booking, or our Contract of Carriage; however you're welcome to allow another family member or friend to use your JetBlue credit. For helpful information about how to use and manage credits, visit bit.ly/JBcreditFAQ.

Although, respectfully, Revdex.com does not have jurisdiction over JetBlue Airways under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response to the complaint filed by [redacted]:   We have...

reviewed this complaint and request from [redacted] and welcome the opportunity to address her concerns.  Although the baggage fee for the two bags is within the normal baggage guidelines we can understand the frustration if there was no opportunity toredistribute a minor amount overweight.  As a token of understanding, a JetBlue credit has been applied to your Travel Bank account. We understand a credit does not take away your frustrating experience; however, we hope you will accept it in the spirit it is intended. The details are as follows:   User ID : [redacted]Service Credit: $125Expiration Date: January 31 , 2018  This credit is available to purchase future airfare 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 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 screen. You will then be prompted for a credit card if there is any remaining balance.  Thank you again for your feedback. We hope to welcome you onboard again soon, where we are confident we can provide a more pleasant experience. Thank you for choosing JetBlue!  Sincerely, Sharon E[redacted]JetBlue Executive Offices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 Update: JetBlue has sent me an email and has issued me a credit towards a future flight. I don't know if it was because of the complaint , I am happy either way. I'm not sure what else I need to do in this matter. You do not have to do or take any farther actions against JetBlue
Thank you for your time and cooperation Sincerely,
[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 nevertheless provide the following response:
All fares are subject to change until purchased. We are not able to honor fares from...

days prior, we are only able to offer the current fare on the day of questioning.
We appreciate the opportunity to state that on the day of booking, May 27th JetBlue discounted the fare at 15% at the time of booking. The fare was adjusted during the actual course of the conversation and no additional adjustments were offered. We are sorry for any misunderstanding of this.
Mr. D[redacted] and Mr. H[redacted] traveled May 30th and returned June 1st. All services were rendered accordingly.
We appreciate they chose to travel with JetBlue and look forward to welcoming them back onboard again soon.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although I do not agree with the response I choose to end it. The simple fact an airline can "delay" a flight set a new time then forward that time 30 mins prior to when that flight is even supposed to board, without communication to the passengers is something I can't understand. I'm not only exhausted from a day of travel but trying to wrap my head around how this isn't considered bad practice. Thanks for the communication and consideration. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Only because there is no other recourse.
Sincerely,
[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 nevertheless provide the following response:We appreciate the opportunity to discuss the ticketing issues and customer service...

received. The original ticketing was done by [redacted]. When the flight with JetBlue was delayed and the stated customers would misconnect, the reservation was taken over by JetBlue. We did make the necessary exchanges however [redacted] ticketing for one of the segments showed unconfirmed. As a result of this the ticket was then exchanged again and all customers were confirmed. We regret the frustrations experienced. Our records also show we addressed this issue on Contact ID [redacted]. In an effort to remain consistent with our guidelines we must respectfully decline your request for a million dollars. We appreciate you reaching out to JetBlue and the Revdex.com and certain hope the return flight in August is met with exceptional service. Kind Regards,  Kelly H[redacted] | Corporate Customer Support JetBlue | Salt Lake Support Center (SSC) - Customer Support

Although, respectfully, this Office does not have jurisdiction over JetBlue Airways under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response to the complaint filed by (CU name):
We have reviewed this complaint and...

request from customer and welcome the opportunity to address her concerns. We understand she has contacted JetBlue directly on this matter and our response has not met her expectations.
We understand and sympathize with Ms. [redacted]'s complaint and claim that her seat did not recline and that she suffered back pain due to this situation. We have apologized for any discomfort she experienced and recognized how frustrating it must have been; however, we must deny any liability for her back pain. We respectfully deny her request for a full refund of her fares.
As a gesture of our apologies, she was issued a JetBlue travel credit of $25 and given instructions on using this credit. No further compensation will be issued.