JetBlue Airways Corporation

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 value the feedback you have shared regarding the weather in January and February...

in New York and the conversation details you stated you had with our crewmember. We are sorry for any unpleasant demeanor they may have had.
After reviewing the detailed notations in your reservation and the weather related reporting and concessions we did make on your reservation; we are respectfully declining your request for a discount toward future travel.
We value the loyalty you have with JetBlue and hope despite the outcome you will choose to travel with us again in the future.
Warmest Regards,
Kelly
Corporate Customer Support
JetBlue Airways

To: [email protected]: Email received - Thu 10/12/2017, Contact # [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. [redacted], we sincerely apologize for the inconvenience this experience was for you. JetBlue's Contract of Carriage specifically relates to your concerns regarding incidental and consequential costs. These 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 food. If 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, 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 completed. We 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 flight. We certainly understand the stress this was for you and your party, and sympathize with the unfortunate circumstances in Las Vegas that affected you.We have a team dedicated to making the decision which delayed or cancelled flights will receive compensation in accordance with our Bill of Rights. Although your flight didn't qualify for compensation, we are pleased to know you were issued a $100 JetBlue credit. Information on using your credit has been sent to the email address associated with your Travel Bank account. 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 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 flight. Sincerely, Debbie C[redacted] JetBlue | Customer Support Executive Offices Tell us why here...

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 [redacted] and are responding through the Online Complaint System. We genuinely...

appreciate the time you have taken to share your concerns and we sincerely apologize for your experience. We can assure you that JetBlue does not overbooks flights. For this reason we are an instant purchase airline. Seats are not held and only confirmed after being purchased.We're sorry to hear that your flight was missed. Our records indicate that you arrived past the check-in time. We recommend you arrive at the airport at least 3 hours prior to departure for international flights to allow for time in the check in line and security lines to get to the gate area. JetBlue has cutoff times for ticket counter and baggage check in, and also for check in at the departure gate; JetBlue will not be responsible for expenses incurred due to late check in. We appreciate knowing that you were re-accommodated. JetBlue is unable to compensate for lost time in accordance with the Contract of Carriage and we respectfully decline compensation for hotel and for airfare as requested for flights that were taken after being re-accommodated.As you may be aware, boarding begins 30 minutes prior to departure. Any customer not onboard, even if they have checked in and received a boarding pass, may be denied boarding and will not be entitled to denied boarding compensation. All customers must be onboard 15 minutes prior to departure.At ten minutes prior 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 off. If the door should be opened during this process, the safety procedures must be recommenced from the beginning. For this reason, a flight may be "closed" to boarding additional passengers though the plane is still parked at the jetway. We recognize how frustrating it must have been to arrive and find that you weren't able to board. While we'd love for each customer to board their scheduled flight, delayed flights impact our ability to operate future flights on schedule. Although a short wait may not appear to be significant, it could result in the flight losing its scheduled departure clearance with Air Traffic Control, thus delaying hundreds of customers scheduled to travel on subsequent flights. Even small delays can have a big impact to airspace, gate and tarmac congestion.We appreciate your understanding and we hope to serve your future travel needs at JetBlue under better circumstances.Sincerely,Debbie C[redacted]JetBlue | Customer SupportExecutive Offices      In an effort to improve the experience for all our customers, we are working to encourage improvements in the federal air traffic control system. You can join us in our effort and take action by visiting http://www.ontimeflights.org/.

Dear Ms. [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. You are a valued customer and we truly regret that your travel experience was not the smooth and pleasant one we strive to provide. Please accept our apologies for the impact our flight delays had on your travel. There are many variables that affect flights, but we recognize the difficulties that it causes our customers. We never want to disrupt flights that our customers are depending on, but once in a while maintenance, inclement weather, air traffic, or other operational irregularities make it necessary to delay, divert or even cancel flights. Since safety is our number one concern at all times, we will not operate a flight under conditions that might jeopardize the safety of our valued customers. We know it's stressful when flights are disrupted, and we truly regret any inconveniences you personally experienced. We realize that good communication can go a long way during a frustrating situation such as a delay. We're sorry to hear you received the delay notification while you were already on the way to the airport. In situations where we're able to identify the flight disruption in advance, we're able to send flight status alerts notifying customers of the latest flight information. In some cases, we're not able to anticipate a disruption far enough in advance to allow for advance notification. And in some instances the delay is just to conveyed in a timely manner. We do every thing ion our power to make sure all flights go out on time. We apologize you were impacted by the delay and we appreciate you sharing your experience. We're pleased to see one of crewmembers issued you $250.00 per Customer JetBlue credit for the flight disruption and difficulties you experienced. The credit has been placed into your Travel Bank account. The two children's credit were added to your account, bringing your total to $750.00 in your account, We do not have access to your spouses account, as his was booked using a separate email address and his name was not noted on the complaint. We can assume $250.00 was added to his account as well, since the entire flight received the compensation. 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. The fare you reached was a non refundable fare.  Although any time JetBlue cancels a flight and the Customer is not rebooked for travel, we are always happy to issue a full refund to the original form of payment. And even though the delay was significant, we were pleased to see that you still indeed traveled round trip with us. Thus this does not constitute a full refund. Again, we apologize for any inconvenience this may have caused you. We never want to have our Customers be delayed or feel as if we were not helpful.We do hope you will use your credit to travel with us again real soon.Kind regards,NicoleJetBlue | Customer SupportExecutive Offices

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 understand that you have not been satisfied with the answers you have received however accurate they have been. JetBlue was not the most signifigant carrier and thus the bag fees were charged consistent with the most signifigant carrier.
Please review their guidelines for specifics on checked bags, oversize/weight bags as this information may also provide the clarity needed.
In an effort to remain consistent we are still respectfully declining your request for any bag fee reimbursements.
We appreciate your continued communication and hope despite the outcome you might choose to travel with JetBlue in the future.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to state we do show you were assisted on January 19th...

when you called and reached out to one of our supervisors.
We regret the circumstances that actually led you to write and that it took multiple phone calls to bring this to a close.
We wish you all the best with future travels and trust you will be met with exceptional service on JetBlue moving forward.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways
Crewmember [redacted]

Complaint: [redacted]
I am rejecting this response because:Good afternoon,I really appreciate you taking the time out to respond to your customer's angst and worries but I am deeply troubled.Why in your right mind do you think it is fine to tarnish the reputation of the Revdex.com in your opening statements?Does this serve you or your customers in any way?Does this help you procure some type of agenda as a customer service oriented business?It does not, it just makes you look like fools who do not care about their customers and just wish they part with their hard earned dollars.I've contacted over 75% of my co-passengers and we will all be filing NTSB complaints, as well as subsequent Revdex.com complaints.You see, you completely neglected the safety and convenience of your passengers on said flight.You had sent a crew to pick up your passengers which was over-worked and tired, forcing them to make the decision on whether they should re-commandeer the flight back to your hub.If you had made any of the necessary logistical calculations you would have realized this would happen and you would have dispatched a separate crew on board to take your paying customers back.Not only this, but you had then awoken your passengers and forced them to trek back to the airport at 8am when you knew the flight was delayed for another 10 hours until 6PM.All this because you did not want to pay for a full day at the Marriott for your paying customers?I do not accept your response because it is not obligatory to, in any way, shape, or form.I was not reimbursed $400.I was only reimbursed $150.Where do you get the additional $250?Leaving paying passengers stranded in another country due to negligence is not any excuse to respond to me in such a foul manner, assuring me that the Revdex.com has no jurisdiction over you due to prehistoric airline deregulation which has taken our nation back into the stone ages is not a tactic that plays out well. You say you blame your follies on air traffic control in the United States and how you are actively lobbying for better infrastructure but I have yet to find any evidence of the sort. Not only this, but one of your representatives at JFK named Christina after hearing my complaint also told me "You should be happy you're even home", then refusing to provide me with her Rep ID, or last initial. Truly, JetBlue has become one of the worst airlines in the industry as recently exposed by the Wall Street Journal.After 18 years of flying JetBlue, I will now resort to other means of transportation because obviously you have all lost your minds when it comes to customer service.At your earliest convenience, appropriate the $400 you claim you have credited me to my TrueBlue account #[redacted].I have no clue what a Travel Bank is, and I do not see $400, I have only received an email for $150 which was just the price of my cab ride home, which would have been avoided had I landed on Saturday when my family was able to pick me up._JetBlue Flight #[redacted]. We understand how challenging it is when travel plans are disrupted. As a gesture of apology and goodwill, we have issued each person on this flight a service credit in the amount of $150.*-After having to pay for an additional day of baby sitting, more overpriced airport food, the extremely price gouged cab ride home, and lost days at work, I am out way over $400 but this means nothing to you.All of this could have been avoided if you had sent a crew which wasn't overworked to fly the plane back but unfortunately you did the complete opposite, neglect, incompetence, and ignorance towards your customers.
Sincerely,
[redacted]

Hello [redacted],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 you filed.We see that our...

crewmember Jen replied to the complaint you sent directly to us and apologized for your disappointing experience at the JFK airport. We also extend that apology.As she mentioned a gate may not be listed on a boarding pass since that is often subject to change depending upon needs of the airport at that time. There are displays throughout the airport which list flights and the gate of departure for that flight. JetBlue crewmembers at the counter will also be able to give you that information. TSA has strict requirements that all liquids must be in containers of 3 oz. or less and items not fitting that will be thrown away by them. This is not a JetBlue decision but a government security requirement. On www.jetblue.com or by calling [redacted]) the allowed sizes of baggage to carry on are detailed. The sizers are there to avoid any misjudgments on what size will fit appropriately in the overhead bins. We apologize for any misunderstanding there may have been.We were sorry to hear that you felt crewmembers and security workers at JFK were rude. JetBlue strives to provide all of our customers positive and courteous service.We see that you did complete your flight to San Jose and thus received the service you paid for. We respectfully decline your request for a refund of that flight.Most experiences with JetBlue are positive and we invite you to join us onboard again for a renewed and more enjoyable one.Sincerely, Sharon/JetBlue Corporate Customer Support Tell us why here...

Received - Wed 10/4/2017, Contact # [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're sorry to hear of the difficulties that you are experiencing in receiving your TrueBlue Points, associated with your Barclays's Credit Card.You may call the number on the back of the credit card for assistance and you are also welcome to call 1-800-JETBLUE (538-2583) and request a TrueBlue Supervisor and they will be happy to assist you.We value you as a JetBlue customer and we appreciate your patience at JetBlueSincerely, Debbie C[redacted] JetBlue | Customer Support Executive Offices Tell us why here...

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 with them and are responding through their Online Complaint System. We're sorry to learn of the...

experience you had during the security screening process in Medellin, Columbia and we recognize how frustrating this must have been.The security screening process is not conducted by JetBlue or our crewmembers and the airport has their own government agency responsible for this. They are directly responsible for airline security of all customers and bags. If you’d like to contact them directly regarding this issue, you can find their contact information at http://www.aeropuertojosemariacordova.com/en/infoThank you for choosing JetBlue. Kind regards,JeniferJetBlue | Customer SupportExecutive 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 regret hearing the circumstances of the...

request/complaint made to the Revdex.com and JetBlue. Our records show the flight in question qualified for JetBlue Bill of Rights $100.00 credit, in addition, [redacted] was issued courtesy credits. The credits total $232.56; as such we are respectfully declining the request for any additional refunds or reimbursements. We appreciate you reaching out to JetBlue. We hope to welcome [redacted] back onboard in the future and trust the travel experience will be exceptional.Kind regards,KellyCorporate Support| crewmember 26456 Executive Office

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 understand she has contacted JetBlue...

directly on this matter and our response has not met his/her expectations. We realize this has been a difficult situation for Ms. [redacted]; however, after a review of the facts available, we found that the reservation she made for her daughter [redacted] was legally cancelled by her husband/ex-husband, who had access to the unique information that we require for any changes to a reservation. We use these unique identifiers for the protection of our customers and will make changes only if the caller provides them voluntarily. We understand she is upset and this was done by him without her knowledge. We respectfully deny that we allowed him to steal or use her money illegally. The credit was used again to book the next flight and not transferred to any other party. The changes were within the parameters allowed in our Contract of Carriage regarding making changes. [redacted] called JetBlue and was advised at that time that we cannot get involved in domestic disputes and must respectfully deny her request for a refund of the $261.53 to her original form of payment.

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. Dear [redacted],We appreciate the opportunity...

to address your concerns today. Please accept our sincere apology if our crewmembers seemed unkind or unhelpful when you called for assistance. The experience you described is not typical of the customer service standards we work to maintain. We want our customers to receive outstanding customer service each time they fly with us. We truly appreciate you taking the time to share this experience and we will ensure that your feedback is taken into consideration as we evaluate the areas in which we can improve the quality of our service.We're happy to review your request further; however, we must first locate your reservation.  Please provide your JetBlue confirmation code or your ticket number by emailing [email protected] ATTN: Cherish. Please also include reference number: [redacted] in your email so that we can refer to this original email.Your confirmation code is a series of 6 letters located on your confirmation email or boarding pass. Your ticket number is 13 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!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 Mr. [redacted] and are responding through your Online Complaint System.We are sorry to hear that O[redacted] is...

unwilling to work with you regarding this matter. We have pulled up the reservation and can see this is special ticketing and no price is indicated as its what is considered a bulk ticket. JetBlue cannot refund this, but we have placed waiver notification on the reservation for O[redacted] to review and determine if they will honor. We wish you all the best and hope to welcome you back onboard JetBlue again soon.Kind RegardsKelly|JetBlueCustomer SupportExecutive Office

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 inform you that our airport crew did follow the...

guidelines for charging bag fees according to the length of the longest flight. Domestically, and only on JetBlue you are correct, the bag fees are not as steep as international travel would be.
You traveled with 3 bags, two of which were overweight. The fees charged included the overweight fee and the excess fee both of which remain valid charges. We are sorry for any misunderstanding.
We appreciate you reaching out but must respectfully decline your request for reimbursement.
We hope to welcome you back onboard JetBlue again in the future.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We understand that you have not been satisfied with the answers you have received however accurate they have been. JetBlue works hard to be fair to all of our customers. Please keep in mind anytime you make changes to a reservation there is a fee. If you choose to cancel the reservation after a change has been made the fee to change is not something that is refundable. We regret any misunderstanding of this.
We wish you all the best with any future travel plans you may have and can only hope JetBlue is considered.
Kindest Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Complaint: [redacted]
I am rejecting this response because:We have enquired couple of times with JetBlue and they have confirmed that all tickets got confirmed otherwise we would have try any other choice. You can refer couple customer service call I made. It is evident that they cheated us. Without having confirmation why they allowed us to travel. Tomorrow also someone going to happen the same thing. There is no role for [redacted] our all the communication was with JetBlue. Please consider my request and provide me right justice.
Sincerely,
[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 have reviewed your reply.Buddy passes are provided to JetBlue crewmembers to allow them to have other people fly stand by. The decision for someone to use a Buddy Pass is strictly between the crewmember and their friend or family member. JetBlue is not liable for any personal agreements for people to be booked on a Buddy Pass. All Buddy Passes are under the control of the crewmember booking them. Stand by travel is for available seats only and is not confirmed travel. JetBlue was not involved in these financial transactions.We take these concerns seriously and they will be reviewed by the appropriate leadership team.We must respectfully deny any liability on the part of JetBlue. This which would need to be resolved between Ms. [redacted] and the crewmember.

Complaint: [redacted]
I am rejecting this response because: They are not working in good faith, jet blue have taken my money and refuse to give it back as a refund not a travel bank.  This is not exceptable because they are forcing me to travel on their airline.
Sincerely,
Rosalind B[redacted]