JetBlue Airways Corporation

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 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:
Hi,
Thank you for the response and taking the time to look into this.  On the TV not workin issue, I still find this unacceptable as this 'feature' should work and the crew should accomodate if it does not.  this is a part of the cost of a plane ticket and why I fly Jetblue.  When they do not work, I feel as if I did not get the value out of what I paid for.  The tickets were pretty expensive, so you can imagine how dissapointed it is being stuck on a plane for 5+ hours with no entertaiment.  Undersell / Over deliver is something that I am used to with other airlines / services, and Jetblue did not live up to that standard. 
On the hotel issue, I understand what I booked.  However, a Resort room//Limited view is NOT what I got.  I got a room - adjascent to an elevator, overlooking the interior of a mall.  Is this considered a Limited view?  If you go on the website (as I did) and look at the pictures of the rooms - there are rooms overlooking a pool and the actual resort.  I figured this is what you would get with a resort room and limited view.  It's very deceptive when you go on the website and see the room (no pictures of the actual VIEW), and the pictures of the resort (pictures of the rooms overlooking the pool).  There is no way you would think that the resort room is actually an interior room whatsoever.  I would have never booked this room knowing that.  For the reason (and the room being filthy), is why I asked to be moved.  Im my opinion, I should not have paid anything.  We were celebrating our anniversary and I appreciate that they moved us a reduced rate, but the expecation was definately not to be looking at the interior a a mall.  I find the that this was a very deceptive when booking the package - as I said before, I would have never booked this is the first place had I known that. 
Im not on a smear campaing against Jetblue, but I will share my experience with others on travel sites/social media who get this package.  I do not want others to feel they did not get what they paid for as I did and have to incur more costs just to get something that met their expectation.  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’ve reviewed the complaint filed by [redacted] and are responding through your Online Complaint System. Dear [redacted],Thanks for contacting...

JetBlue. We understand how upsetting your experience must have been.  Please accept our sincere apology. We regret that you were unable to make your flight, and recognize how frustrating it must have been.  During the booking process, customers are advised that reservations may be canceled prior to the scheduled departure time. Part of our booking agreement states "if a reservation made with this fare is not changed or canceled prior to scheduled departure, all money associated with this fare is forfeited." Flights must be canceled prior to departure, so all money associated with your flight was forfeited since we did not have the option of reselling your seat. We understand that you attempted to make the change, but we do not see that a change was processed on our end. Although the airfare was forfeited at that time, as a token of goodwill, on of our crewmembers issued a full refund of your JetBlue flight without charging a cancel fee back to your credit card in the amount of $86.20. 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.As an added token of goodwill, due to the miscommunication, we have placed a $150.00 credit in a JetBlue credit for you.  We hope you will accept this credit in the spirit it is intended to invite you to fly JetBlue again with a renewed expereince.  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.JetBlue credits are valid for one year from the original date of issuance. If you have any questions about credit, feel free to visit bit.ly/JBcreditFAQ. We thank you for choosing JetBlue, and we look forward to a new opportunity to welcome you aboard and regain your confidence. Sincerely, Cherish JetBlue | Customer Support Executive Offices

Complaint: [redacted]
I am rejecting this response because: This was by far one of my worst experiences ever dealing with an airline company, like I said me or anybody who I affiliate with will ever use JetBlue again, try learning how to treat your customers better, then maybe you guys will have a shot at being a top tier airline, until then I will no longer even consider this airline for any of my business or personal travel. 
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’ve reviewed the complaint filed by Mr. [redacted] and are responding through your Online Complaint System.  Upon receiving a phone call complaint from Mr. [redacted] on 07/18/2017 regarding his room category received at the Grand Riviera Princess all Suites Resort and Spa from 074/16/2017 to 07/24/2017.  He voiced his concern that his room had been assigned to the Grand Sunset section of the resort instead of the Grand Riviera as purchased.   We immediately contacted our Hotel Partner to inquire if a room relocation was an option.  The resort advised that both sections are part of the same resort and the room category received was the same as within the Grand Riviera.  The phone connection continued to drop the calls between JetBlue Vacations and Mr. [redacted].   Due to the multiple calls, multiple JetBlue Vacation Specialists reached out to the resort with the same request for relocation.  Each time we were instructed due to availability they were unable to relocate their room.  However, each time as well the resort reconfirmed that although there are two separate lobbies to check-in at the resort, they are the same property and the room category received was equal to the Grand Riviera side of the resort.   We apologized to Mr. [redacted] that their special request for a king bed room was unavailable.  All special requests are subject to availability and are not guaranteed.     As a gesture of goodwill for the inconveniences experienced, JetBlue Vacations offered Mr. [redacted] a JetBlue Vacations credit in the amount of $250.00 toward a future vacation package on 7/18/2017.  He contacted us via phone again on 7/30/2017 stating that was not enough compensation for his inconveniences.   A JetBlue Vacation supervisor authorized to void the previously issued credit of $250.00 and provide the customer a one night refund of his stay in the amount of $391.30.    Again on 8/25/2017 Mr. [redacted] contacted JetBlue Vacations seeking more compensation.   We explained to him that the room type purchased was received.  We also reiterated that the special requests to the hotel were not guaranteed as they are based on availability upon arrival at the resort.  We reminded our guest that JetBlue had upgraded their seats as courtesy due to confusion with our price matching policy encountered on 12/7/2016.   He then voiced his concern that JetBlue Vacations should no longer do business with the Grand Riviera Princess all Suites Resort and Spa.  We confirmed his feedback would be shared with our Marketing department.  He then stated the refund provided was suffice. JetBlue expresses our sincerest apologies to Mr. [redacted] for the difficulty in communicating with us while on property.        Per our JetBlue Vacations Terms and Conditions, our packages are nonrefundable, and the provided refund was issued as courtesy to Mr. [redacted] to show our appreciation to him and his traveling party as valued customers.   We feel in fairness to all customers and parties, the one night refund issued is the final satisfactory solution and JetBlue must respectfully decline Mr. [redacted]'s request for an increased refund. Kind regards, Cherish JetBlue | Customer Support Executive Offices

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to restate what was said in contact...

[redacted]:
'Airport crew are allowed to check any baggage that will be on the aircraft. We apologize for your disappointment in the way it was handled. We also regret hearing you did not receive good customer service onboard your flight.
As a gesture of apology we have issued you a $25.00 JetBlue credit. This credit is good for one year towards a future flight. If you have any questions about Travel Bank, feel free to visit http://bit.ly/nKT44N for helpful information about how to use and manage credits.
We hope for the chance to welcome you onboard JetBlue again where we will do our best to provide a more positive experience!'
We understand that you have not been satisfied with the answer you have received above, however accurate it was. We have reached out to our crew in Santiago for verification of check point/security measures and confirmed JetBlue is not governed by Santiago Airport Security and the measures taken for safety are not done by JetBlue crewmembers. What we did confirm is: "The Body Searches- all customers pass through that here not only in STI but in the Dominican Republic. After customer pass the Metal Detector, they do a quick and non-invasive body search but that is local security not JetBlue"

We do feel we have responded within the guidelines and respectfully decline your request for a refund. We appreciate your business, Miss [redacted] and hope you are able to move past the poor experience you had at the airport. We look forward to a time when we can welcome you onboard JetBlue and we trust that you will have travel experiences that are exceptional.
Warmest 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 find that this resolution is not satisfactory to me, however it appears nothing additional will be done by Jetblue to remedy the situation. 
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. 
Sincerely,
Suzan F[redacted]

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.Our records...

indicate that this customer sent us a copy of her profile information 07/03/2016. We responded letting her know the information she submitted was not correct. The customer’s screen shot should have been of the Virgin American Elevate dashboard. We responded with the following information: "You are not registered for #GoForthWithJetBlue Points Match.  The points balance proof you provided doesn’t meet the requirements of the promotion. If you would like to try again, please resend a screenshot that includes all of the information as shown below.”She again sent the exact same screen shot on 07/05/2016 and again the same exact screen shot on 08/19/2016.The requirements for this promotion included being registered by 07/04/2016 and must book and take a JetBlue round trip flight by 08/31/2016. We were not accepting any alternative page shots and regret that the correct information was not sent by the customer.We appreciate your understanding at JetBlue and we hope to serve [redacted]'s future travel needs under better circumstances.Sincerely, Debbie C[redacted] JetBlue | Corporate Customer Support Tell us why here...

This business did not provide me with an answer whether they will change the passenger on my itenerary or issue a refund or do nothing at all. These Airlines feel that they are above consumer rights policy but are constantly in need of government bailouts using tax payer money.
Complaint: [redacted]
I am rejecting this response because:
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:
The information provided suggests a reservation was cancelled and the standard $150 cancellation fee was applied. In an effort to assist our mutual customer who has sent this information we'd like to ask for the reservation this is attached to. Upon receipt of this information we'd be happy to provide a more accurate response.
We look forward to hearing back from you soon.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

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. As we have previously advised...

you directly about your concerns, this situation is being handled and researched internally. Please understand that all customer information and JetBlue reports are considered internal and are not shared externally.Thank you for your patience and understanding.Sincerely,JeniferJetBlue | Customer SupportExecutive Offices

Customer Email: [redacted]Re: Email received - Sat 4/22/2017, 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 Ms. [redacted] and...

are responding through your Online Complaint System Dear Ms. [redacted],We have received your complaint to the Revdex.com regarding your experience with JetBlue regarding your scheduled April 7 travel from LaGuardia to West Palm Beach. We appreciate the 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 irregularities. Delays and cancellations are at times unavoidable, but necessary to ensure the safest possible operation.We sincerely apologize that when Flight [redacted] from LaGuardia was canceled due to an aircraft maintenance issue, you were not notified in advance of the cancellation. Our records do not reflect any contact information for you personally in the reservation due to your booking with an online travel agency who was managing your travel. We are sorry you were not informed.When your flight was canceled, you were automatically reaccommodated to the next available flight with the same routing. We apologize that it was difficult for you to find a more acceptable alternative schedule, but we were pleased to reaccommodate you the same day to travel from Newark to Fort Lauderdale. We sincerely apologize that you understood you would be provided an Even More Space seat on the new flight, and it was not provided.We understand the additional expense you incurred to reach your desired destination of West Palm Beach by driving and have reviewed your statement mentioning your out of pocket expenses related to this occurrence. Generally speaking, in accordance with our Contract of Carriage, we don't offer reimbursement for out-of-pocket expenses incurred during flight disruptions; however, we're pleased to see you received a JetBlue credit in the amount of $100 as a token of our apology for the delay and inconvenience.In order to stay consistent and fair to our pre-established compensation guidelines, we must respectfully decline your request for $400 cash, but we may be able to reimburse your actual taxi expense when you required ground transportation to different airports as a result of the canceled flight. We ask that you please submit copies of the actual receipts for your taxi expense for our review. You can submit them to JetBlue via email to [email protected] or by faxing them to 801-449-2440, Attn: Sherri / Executive Offices.We have issued an additional JetBlue credit as a further token of our apology. We understand that a credit does not take away your difficult experience; however, we hope you will accept it in the spirit of goodwill intended. The details are as follows:User ID: [redacted]Password: Sent via separate e-mail [redacted]Service Credit: $100Expiration Date: April 25, 2018This credit is available to purchase future airfare with JetBlue. The expiration date is the day by which a reservation needs to be booked. To book a flight using your credit, visit JetBlue.com and select your dates of travel and city pairs.  At the payment screen, please select "Apply JetBlue Credit."  You will be prompted to enter your User ID number which is noted above.  You will then be asked for a password which is being sent to this e-mail address.  Please save this information as you will need it to book travel using your credit. You will then be prompted for a credit card if there is any remaining balance owing for your travel.Again, Ms. [redacted], we regret your difficulty, and hope to welcome you onboard again, where we are confident we can provide a more pleasant experience. We look forward to receiving your taxi receipts. Thank you for choosing JetBlue!Kind regards,SherriJetBlue | Customer SupportExecutive OfficesTell us why here...

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 thank you for reaching...

out to JetBlue. We are happy to address your concerns.  We’re sorry to hear that your experience was not as pleasant as it should have been and that your luggage was damaged.  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.Your baggage claim is being handled through our Central Baggage center.  Your baggage claim number is [redacted].  Please call our central baggage 1-866-538-5438 for all details regarding your baggage claim.  They deal directly with baggage claims and can best assist you with your request for a refundWe thank you for flying on JetBlue.  Kind regards, Cherish JetBlue | Customer Support Executive Office

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 appreciate the opportunity respond to your concerns. We cannot locate any unused money, gift cards or credits under your name. We have searched every [redacted] in our systems with no mention of unused money. We are very sorry that we cannot locate this for you. However, as a gesture of goodwill, we have issued a credit in the amount of $100.00 to your JetBlue Travel Bank account. This credit is available for use on future travel with JetBlue and may be used by anyone. The expiration date is the day by which a reservation needs to be booked; however, you do not have to fly by then. To book a flight using a Travel Bank credit, visit jetblue.com and choose Travel Bank as the form of payment.If you have any questions about Travel Bank, feel free to visit http://bit.ly/nKT44N for helpful information about how to use and manage credits.Username: [redacted]Login ID: [redacted]Again, we are very sorry for any confusion we have caused. We do hope you will use your credit to fly again with us real soon.Kind regards, Nicole JetBlue | Customer Support Executive Offices 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 (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We regret your continued disappointment. Although we are unable to provide you with a refund after you took the flight, we can assure you that your concerns have been researched properly and shared with our San Juan Leadership team. We can only apologize if we have not
met your expectations in our service to you and if we have been unable to respond to your concerns to your satisfaction.
We truly appreciate you reaching out to us and can only hope JetBlue will be considered for future travel.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Revdex.com:
This response is moot.  I received a customer service response last week from them issuing me a complete refund, of which I have received.  This is no longer an issue (although I am surprised in a separate response they then denied my refund).  Doesnt matter now, its all taken care of.
Sincerely,
Aaron R[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 we are responding through your Online Complaint System. Dear [redacted],On Behalf of JetBlue's...

Executive office, we are happy to address your additional concerns.  Our thoughts continue to be with all those impacted by Hurricane Irma, including those in Puerto Rico, throughout the Caribbean, and those in Florida who are living through the after effects of Hurricane Irma and Maria. We are happy to hear that you are safe and back in New York.We recognize that it’s inconvenient when a flight doesn’t operate on schedule, and we do make every possible effort to prevent such irregularities. Delays and cancellations are at times unavoidable. Your flight specifically was canceled due to routing constraints from Hurricane Irma.  Safety is our top priority for all our customers, crew, and aircraft, and sometimes it is necessary to cancel a flight to ensure the safest possible operation.We appreciate knowing how this experience affected you, and we certainly recognize your frustration. Please accept our sincere apology for the inconveniences you and [redacted] experienced.  When we’ve cancelled a flight, we offer the option to refund your fare to the original form of payment or the option to rebook on the next available JetBlue flight.  We regret to hear that you were unable to find another flight on JetBlue that worked for you.  We're happy to see that we did refund your JetBlue tickets back to your original form of payment.  We do value you and [redacted] as customers, and we're also pleased to see that you were issued a $50.00 JetBlue credit per person to fly on JetBlue again so that we may regain your confidence. We understand that a credit can not change your experience, but we hope that you will accept this credit in the spirit it is intended as a token of our goodwill.  While we’re not offering reimbursement for consequential expenses resulting from Hurricane Irma, if you purchased travel insurance, you can submit your hotel, parking, and other airline expense 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.We thank you for your understanding, and we thank you for choosing JetBlue.Sincerely, Cherish JetBlue | Customer Support Executive Offices

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to clarify:
Our records show you purchased the Blue...

Plus Fare Option allowing you one checked bag, 3 points per dollar on the base fare and 4 points per dollar because it was booked on the website. The change/cancellation fee in this case would be applicable and as with the Blue Fare option, the remaining balance after the fees apply will go to a JetBlue Travel Bank as a credit you can use toward future travel and remains good one year from the original date entered. We regret any misunderstanding of this.
Blue Flex Fare offers refundable fares, additional TrueBlue point earnings and a 2 checked bag allowance. Many frequent travelers prefer this options as it allows for some flexibility should changes need to be made.
At this time if you would like to change or cancel your reservation the fees and guidelines will be applied accordingly. We appreciate your understanding.
We hope to welcome you onboard JetBlue soon!
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways