JetBlue Airways Corporation

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. We understand he has contacted JetBlue directly on this matter and our response has not met her expectations. Thank you for your correspondence and taking the time to make us aware of the challenges [redacted] recently encountered on May 29 with the delay of Flight 386 out of Fort Lauderdale to San Francisco. 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 are at times unavoidable, but necessary to ensure the safest possible operation. In this instance, we found a part was missing and we put the aircraft out of service until the repair was completed. Another aircraft was swapped in for our customers, but there was a long delay to do this. This would be an unavoidable delay. As an apology for this experience, we issued a $100 JetBlue credit to each customer in his or her Travel Bank account. We also worked with [redacted] to change her flight as she attempted to get to her connecting flight. We made arrangements for a hotel stay at the Hyatt and there was no additional charge for the change in flights. Although we understand and sympathize with her situation, no further compensation will be issued for lost wages, ground transportation or other incidental expenses. This would be in full accordance with our initial agreement, or Contract of Carriage. Kind regards, Shauna Corporate Customer Support JetBlue Crewmember [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 address the concerns indicated, Mr. [redacted].
When...

we experience irregular operations our obligation, during a cancellation, is to offer the next available flight by which seats are available on a JetBlue flight. There are times the next available flight will not be a non-stop and may have a connection. If the flight was not going to accomodate your travel needs we also offer a refund to the original form of payment. This is stated in our Cusotmer Bill of Rights and our Contract of Carriage. We are sorry if there was a misunderstanding of this.
On contact [redacted] May 14th From [redacted], contact [redacted] May 16th From [redacted], conversations with [redacted] May 18th and with Supervisor [redacted] May 18th as well as in Contact [redacted] from [redacted] May 18th we have responded to concerns and remained consistent with our guidelines.
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 and in an effort to honor the integrity of our guidelines we are respectfully declining your request for reimbursement, Mr. [redacted].
We appreciate your business and encourage you to move past your dissatisfaction with the next available flight being a connection. We look forward to a time when we can welcome you onboard and we trust that you will have travel experiences that are exceptional.
Kind Regards,
[redacted]
Corporate Customer Support
JetBlue Airways

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by [redacted] and are responding through your Online Complaint System. [redacted], we are sorry to hear of your continued frustratins and again sincerely apologize for the inconvenience this experience was for you. Again, 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.Again, 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.JetBlue works hard to be fair to all of our customers and again, in an effort to honor the integrity of our guidelines, we are respectfully declining your request to issue reimbursement for your out of pocket costs 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 we sympathize how the unfortunate circumstances in Las Vegas affected your travel plans.We truly value you as a JetBlue customer and we understand that this was a very challenging, disappointing experience for you. This is also why we issued you a credit; as an invitation to travel on a future JetBlue flight. [redacted], thank you again for choosing JetBlue.Kind regards,JeniferJetBlue | Customer SupportExecutive Offices

Complaint: [redacted]
I am rejecting this response because:First, I don't know why jetblue replied the same message as they sent last time. They neither read customers' reply, nor take the matter seriously. They just copied the same message they sent before and repeated a same thing which I have already sent proof to show evidence. Second, as they said again "The customer’s screen shot should have been of the Virgin American Elevate dashboard." The picture I attached is the screen shot from Virgin America Elevate Dashboard, just as the same screen shot my friend sent to jetblue, and he got the points match but I didn't. It's very unfair and irresponsible to do business like that and treat customers differently. Please see the picture again and give a justified reason that why this screen shot is not the VA elevate dashboard? Thank you. 
Sincerely,
[redacted]

We regret we have not met the expectations of Mr. [redacted]; however, we must respectfully continue to deny his request for further compensation for his missed flight. He does not qualify for the denied boarding due to overbooking compensation. We reviewed all notes on this claim and found he has been given this same response multiple times. He has been issued JetBlue Travel Bank credits in the amount of $125 as a courtesy. No further compensation will be issued. This decision in in full accordance with our original flight agreement, or our Contract of Carriage.

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 the circumstances you were in while waiting to depart White Plains. JetBlue...

Bill of Rights credits were issued in accordance to the guidelines. You were scheduled on flight 1895 that morning and that flight was cancelled. You were then, rebooked on flight 8095 and successfully completed this flight. We apologize for any misunderstanding.
Our records also show you contacted JetBlue to express your disappointment with the credits received and as a gesture of goodwill we issued an additional $25.00 per person and this was added to each travel bank account. We understand that you have not been satisfied with the answers you have received however accurate they have been. In an effort to honor the integrity of our guidelines we are respectfully declining your request for further credits.
We appreciate your concerns regarding White Plains communication and have forwarded them to our Airport Management team for review and discussion. Please know our customer's voice is a large part of our daily review and process for improvement and we value the feedback you have shared.
We look forward to a time when we can welcome you onboard and we trust that you will have travel experiences that are exceptional.
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 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 state you should call Hawaiian Airlines directly at...

[redacted]) to request points retroactively. JetBlue cannot issue Hawaiian points, that has to come from Hawaiian directly once the travel is completed. We apologize for any misunderstanding.
If you need assistance and would like a memeber of our TrueBlue team to conference the call with you to explain we are happy to do that. You must be on the line with one of our crewmembers should this be a route you would like to go. We are more than happy to facilitate this call.
We appreciate you choosing JetBlue and hope to welcome you onboard again soon.
Kind Regards,
[redacted]
Corporate Customer Support
JetBlue Airways

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by Mr. [redacted] and are responding through your Online Complaint System. JetBlue does not engage in discrimination on any basis. Maintaining the highest standards of safety for all of our customers and crew is our primary concern and JetBlue’s fundamental value. The decision to not check you in was based on the time you arrived to the airport for check in. Guidelines state if you're not checking bags, you must check in no later than 30 minutes prior to scheduled departure for domestic flights.All customers must be onboard the aircraft 15 minutes prior to scheduled or posted departure time for domestic and international flights. The airport does have the final say and determination. Our records show you were placed on the next available flight as well as issued a courtesy credit. Because you were allowed to travel and issued a credit we are respectfully declining your request for a refund. We look forward to a time when we can welcome you onboard and we trust that you will have travel experiences that are exceptional.

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:
As stated; when JetBlue cancels a flight our obligation is to provide the next available flight by which seats are available. Sometimes this may be the next day or longer if our flights are full. You are welcome to review our Contract of Carriage at the following link:
http://www.jetblue.com/p/jetblue_coc.pdf Section 25A is specific to this issue being presented.
We understand that you may not be satisfied with the answers you have received however accurate they have been. JetBlue works hard to be fair to all of our customers and at your request we did cancel the reservation and refund to your original form of payment. We regret the continued disappointment.
We must decline your request for reimbursements. If you purchased insurance, although you requested a refund, we are happy to submit forms for you to file a claim. Please contact JetBlue directly to make this request.
We hope despite the outcome you will consider 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 disclose that in this industry delays are inherent....

We recognize the disappointment there must have been when your flight did not operate as scheduled. Since this was a controllable issue JetBlue did issue each customer JetBlue Bill of Rights credit for $125.00 each. This credit was placed in each persons travel bank.
In an effort to honor the integrity of our guidelines, and because you have not traveled on the return portions scheduled for August 26th we are respectfully declining the request to refund the entire airfare.
We do feel this was reviewed with careful consideration in mind. We hope you enjoy the time you have in San Juan and that your return flight on JetBlue is uneventful.
We wish you all the best and can only hope to welcome you onboard again in the future.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Complaint: [redacted]
I am rejecting this response because:I am still at loss as to why was I made to change my seat when I had booked it in advance. Was there any compelling reason to do so?Are you telling me that JetBlue does not honor its online seat selection?How was I selected among all the passengers (even with couple of vacant seats) to switch my seat?A goodwill credit of $25 to justify a discriminatory act?
Sincerely,
[redacted]

Thank you for taking time to contact JetBlue again about your injury.  At JetBlue, the safety of all our  customers and crewmembers has been our top priority from our beginning and it will continue to be in the future. This is something we would certainly have avoided if at all possible. You stated that you fell and later discovered you had broken your ankle. Please accept our sincere regrets that you were injured. We found no reports filed about an injury for you. We see a verbal report from you that you fell near TSA and injured your ankle. Generally speaking, with the information available, JetBlue cannot admit liability in this kind of injury; however, as a courtesy for customers who are injured around a JetBlue property, we may be able to help with some out of pocket expenses that your insurance does not cover, such as co-pays. JetBlue does not pay your medical providers directly, so it is important to provide your doctor, hospital, etc. with you own health insurance information. You can send related documentation for out of pocket expenses by fax to 801-449-2440 for review; or you may mail copies to us at JetBlue Airways, PO Box 17435, Salt Lake City, UT 84117-0435, Attn: Sharon. If you have any questions, you may reach our voicemail at 801-449-2401.     Regards,    Sharon E[redacted] JetBlue, Customer Support Executive Offices 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 your Online Complaint System. We appreciate [redacted]'s correspondence...

and taking the time to make us aware of the challenges he encountered in November 2016 with missing international connections due to the weather caused delay of his JetBlue flight. We sincerely apologize for the frustration he experienced and for the disruption to his travel plans. 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. At JetBlue, the safety of all our customers, crewmembers and aircraft have always been our top priority. JetBlue Contract of Carriage states: 25 FAILURE TO OPERATE AS SCHEDULED (found on page 33) B. Carrier will  endeavor to carry Passengers and their baggage with reasonable dispatch, but times shown in schedules or elsewhere are not guaranteed and for no part of this Contract of Carriage. Carrier my, without notice, substitute alternate carriers or aircraft and, if necessary alter or omit intermediate stops shown on the reservation. All schedules are subject to change without notice. Carrier is not responsible and assumes no liability for failure to make connections on it's own flights or the flights of any other airline. Under no circumstances shall carrier be liable to any passenger for any type of special, incidental or consequential damages. JetBlue does not offer reimbursement for consequential expenses; however if he purchased travel insurance, he is welcome to submit his expenses to his travel insurance company for consideration. We would be happy to provide a letter explaining the reasons for the delay of his flight. We will need some additional information to proceed with this courtesy. Please include the following information on your submission:- Name as it appears on his reservation - Confirmation code of his reservation - Flight number, date and city pair in JetBlue system - Phone numberHe can contact us directly at [email protected] with this request and we will be happy to respond. Sincerely, Sharon E[redacted]JetBlue | 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 the Online Complaint System. Dear [redacted],Thank you for your additional email. We are sorry for your continued disappointment with our response. We feel that we have assisted you with fairness and to the best of our ability. Although we must respectfully decline your request for any other other amount or form of compensation, other than our original offer of $150.00 per person, we do hope to have the privilege of serving you again sometime in the future. We will note your account that you have also declined to accept the compensation that was originally offered to you as a courtesy and a gesture of good will.We are sorry this is not the outcome you had hoped for, but we do value you as a Customer and we hope you will choose JetBlue again in the future and your experience will be more pleasing.Kind regards,NicoleJetBlue | Customer SupportExecutive Offices Tell us why here...

To: [email protected]: Email received - Sun 6/25/2017, Contact # [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 filed by [redacted]...

[redacted] and are responding through your Online Complaint System. 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. At JetBlue, the safety of all our customers, crewmembers and aircraft have always been our top priority. We appreciate knowing how this experience affected you and we certainly recognize your frustration. Please accept our sincere apology. We're always looking for ways to improve the quality of our service, and we appreciate knowing that you feel there is a need for accurate and timely communication, especially during disruptions of this nature. More often than not, due to the volume of customers that must be contacted, this is done automatically. As it turns out, your contact information was not in the area of your reservation for you to receive the notifications that were sent. We value this perspective and will take your feedback into consideration as we evaluate the areas in which we can fine tune our operation.We sincerely apologize for the frustration you experienced and for the disruption to your travel plans. Although we understand and sympathize with your situation, we must respectfully deny your request for refund. We do not refund flights that are flown. We are glad that you and your family were able to be accommodated on flights to Boston the next day and arrive safely.  We realize this experience has left you with a less favorable view of JetBlue. As a gesture of apology and goodwill, we have issued a $200 (or $50 each) JetBlue Credit to your Travel Bank account. You will receive a separate email from JetBlue with details about this Credit.We thank you for bringing this experience to our attention. Although a Travel Credit cannot make up for the time lost while ….. we genuinely value your patronage and hope you choose to fly JetBlue again and regain your confidence with us.Kind regards,Shauna JetBlue | Customer SupportExecutive Offices

Hello:Travel Bank Number is:[redacted]Thanks for understanding the dynamics.V/R,[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 state we empathize with your frustrations at missing...

a sale fare that may have been published.
While we are not certain what time you attempted to book, we can with certainly state that we did, on March 9th, for a 20 minute period in the morning, have intermittent issue with our booking platform used by our crewmembers as well as jetblue.com. This issue was resolved and we did continue with operations as normal. We have no reported intermittent outages on March 10th.
Because we are an instant purchase airline all fares are subject to change until purchased. You are welcome to continue watching for sale fares on the route you would like to travel.
In an effort to remain fair and consistent with our guidelines we are respectfully declining your request to honor a sale fare.
We appreciate you choosing JetBlue and hope we have an opportunity to serve you on a flight soon.
Kind 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 [redacted] and are happy to respond.   With customer service a top JetBlue priority, we are sorry to...

learn of the difficulties he encountered. We are sorry for the delay of his flight and the inconvenience this was for him. We apologize he was not served the beverage he ordered and if other customers on the flight made him uncomfortable.   In addition to the $25 JetBlue credit he was issued, we have issued $50 in credit. We understand a credit does not take away this unfortunate experience; however, we hope he will accept it in the spirit it is intended. The details are as follows:   User ID #[redacted] Service Credit: $50 Expiration Date: March 20, 2018 Balance: $75   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. He does not have to fly by then.   To book a flight using a Travel Bank credit, visit JetBlue.com and sign in to the TrueBlue account. Balance and transactions of a Travel Bank account by visiting:   https://travelbank.prod.sabre.com/tbank279/login.do   We look forward to serving Mr. [redacted] in the future on JetBlue.