JetBlue Airways Corporation

Complaint: [redacted]
I am rejecting this response because:This is completely unacceptable.  I would like to see signed evidence that the guidelines were communicated and agreed to by me.  1.  I was informed by the desk that I didn’t have alternative options.  They didn’t know when they would be able to get me to Lima, whether it would be one or two or three days later.  I already had plans in Lima.2.  They said that you may make your connecting flight.3. In Fort Lauderdale, another family had the same issue and were given hotel reimbursement plus food vouchers.  To me it seems discriminatory to provide this to some passengers and not others. overall, there was no alternative presented other than my trip that I booked over three months ago would be cut short and no clear timeline of when I could make it to Lima plus the gate agent telling me that it was  possible to make the connector.  My choice was try to make the connection or go home indefinitely.  This is completely unacceptable.  I did not sign anything stating that I understood the options presented so I would request to see hard evidence demonstrating that.I request a full refund of my trip plus expenses.
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,
[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 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

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...

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]

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 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, 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 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.

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]

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

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, 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

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

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.

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 defer to this previous response: To: [redacted]Re: Email received - Fri 8/5/2016, Contact # [redacted]Hello [redacted], Thanks for your email to 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....

We appreciate knowing about your recent experience and we certainly recognize your frustration. Please accept our sincere apology.We’re sorry to hear you didn’t receive notice of your cancelation in advance. We send flight status notifications to the email address that’s on the reservation; however it appears your current email address  or phone number was not on either reservation. For future reference, be sure to include your email address when you book your flight. Since you booked through a third party, [redacted], we wouldn’t have your direct contactinformation provided to us, so be sure to add your email address to your completed booking visiting our Manage Flights page at http://bit.ly/1gxY1wZ. You also always have the option of visiting jetblue.com/flightstatus to check your flight status or subscribe to status alerts.As a gesture of apology, we've issued a $50 JetBlue credit to your Travel Bank account per person. This credit is valid for one year from the date of issuance and can be applied to future JetBlue airfare. When booking online at jetblue.com, you'll have the option to use your Travel Bank funds during the payment portion of the booking. You may view the balance of your account and indicate theamount of funds you'd like applied to the booking. You will need your TrueBlue or Travel Bank login information to access those funds. If you have any questions about Travel Bank, visit http://bit.ly/1JryMa0 for helpful information about how to use and manage credits.Although a credit cannot replace a bad experience, we hope that you accept this credit in the spiritit was intended. We invite you to Fly JetBlue again! Sincerely,JohannaJetBlue | Customer CommitmentCrewmember [redacted]Original Message Follows:------------------------From: [redacted]To: [email protected]: Delays/Cancellations/Diversions:General Concerns:2Date: August 5, 2016 5:51:38 AM MDTE-mail Address: [redacted]Customer: [redacted]Phone Number: [redacted]TrueBlue member: NPNR: Departure City: Destination City: Flight Date: Flight Number: Urgent: NCrewmember: LevelOne: Delays/Cancellations/DiversionsLevelTwo: General ConcernsLevelThree: Comments: Flight [redacted] was canceled no notification no email no one at gate.  If I hadn't logged in Iwould not have known!!!! Got up at 4 am for nothing. No flights today WTF!! Since I don't want to spend 24 hours at the airport I have to take two flights to Boston then ride to PVD.  I HATE LAYOVERS AND LONG CAR RIDES WHICH IS WHY I BOOK DIRECT AND LOCAL COMPLETELY DISSATISFIED AND INCONVENIENCED, NO LONGER A FAN.  WHAT IS THE COMPENSATION.  5 people included in this delay.Recommend Level: 0Response Required: Original Message Follows:------------------------From: [redacted]To: [email protected]: Delays/Cancellations/Diversions:General Concerns:2Date: August 5, 2016 10:08:19 AM MDTE-mail Address: [redacted]Customer: [redacted]Phone Number: [redacted]TrueBlue member: NPNR: Departure City: Destination City: Flight Date: Flight Number: [redacted]Urgent: YCrewmember: LevelOne: Delays/Cancellations/DiversionsLevelTwo: General ConcernsLevelThree: Comments: OMG ON TOP OF CANCELING [redacted] THE CONNECTING FLIGHT [redacted] IS NIW DEKAYED TOO!!!!! THIS IS UNBELIEVABLE AWFUL SERVICE I WILL POST ALL OVER SOCIAL MEDIA AND SPREAD THE WORDRecommend Level: 0Response Required: Original Message Follows:------------------------From: [redacted]To: [email protected]: Delays/Cancellations/Diversions:Select a sub topic:2Date: August 5, 2016 11:24:20 AM MDTE-mail Address: [redacted]Customer: [redacted] Phone Number: [redacted]TrueBlue member: YPNR: [redacted]Departure City: Destination City: Flight Date: 08-05-2016Flight Number: [redacted]Urgent: YCrewmember: SandraLevelOne: Delays/Cancellations/DiversionsLevelTwo: Select a sub topicLevelThree: Comments: RE CONFIRM [redacted] AND [redacted] ON TOP OF CANCELING [redacted] NOW [redacted] IS DELAYED SANDRA SHRUGGED GER SHOULDERS AND SAID NO TO A MEAL VOUCHER WHICH IS THE LEAST LEAST YOU COULD DO I CALLED YOUR CS DEPARTMENT AND THEY SAID SANDRA SHOULD NOT HAVE SAID NO AND FOR ME TO ASK SOMEONE ELSE I AM NOT HUNTING DOWN JETBLUE RMPLOYEES TO ASK ANYONE ELSE SO UNACCEPTABLE SO UNBELIEVABLE SANDRA IS THE FINAL STRAW Recommend Level: 0Response Required: Original Message Follows:------------------------From: [redacted]To: [email protected]: Delays/Cancellations/Diversions:General Concerns:2Date: August 5, 2016 10:20:59 PM MDTE-mail Address: [redacted]Customer: [redacted]Phone Number: [redacted]TrueBlue member: YPNR: [redacted]Departure City: Destination City: Flight Date: Flight Number: Urgent: NCrewmember: LevelOne: Delays/Cancellations/DiversionsLevelTwo: General ConcernsLevelThree: Comments: CONFIRMATION NUMBERS [redacted] AND [redacted]First my 7:30am flight to PVD home) was canceled no notification, no one at gate. I did not even getan email, If I hadn't logged in to check my flight status, I would not have known. My flight was direct and I was supposed to get home by 10:46am, was told there were noo flights to PVD today (thisis at 7am in Orlando (MCO). Unless I wanted to stay overnight at the airport I would have to take two flights to Boston, then ride to PVD. I hate layovers and long car rides which is why I book one way and local, but I took it so I could get home today. From Orlando we were flown to NJ, got there at 11:30am, for a 1:05pm connecting flight to Boston. Well we were then told our 1:05pm connecting flight to Boston was delayed until 3:40 pm then to 3:54pm. We finally got to Boston at 5:10pm. Of course the JetBlue Airways employees there had no clue about arranging our transportation to Providence. Got home at 9:30pm. 16 hours later!! Recommend Level: 0Response Required:

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], We thank you for taking the...

time to share your concerns with JetBlue Airways.  We appreciate hearing how our customers feel about the service we provide.  The travel insurance you purchased was through Allianz Global Insurance.  Purchasing Travel Insurance is not the same as the purchase of a refundable JetBlue fare and does not allow for free itinerary changes.  The insurance may cover other expenses such as if a customer needs to cancel a trip for a covered reason.  However, if a customer with a non-refundable reservation, which is what you had purchased, chooses to change or cancel their itinerary, standard fare rules do apply (i.e change/cancellation fees and difference in fare).As a gesture of goodwill, we are happy to refund the change fee that you paid of $50.00. We've issued a $50.00 refund to your original form of payment, card ending in [redacted].  Depending on your credit card company's procedures, this refund posting should appear within 7-10 business days.We value you as a JetBlue customer, and we thank you for choosing to fly on JetBlue.  We thank you for your understanding, and we do invite you to fly with JetBlue again.Kind regards, CherishJetBlue/Customer SupportExecutive 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 regret her continued disappointment with the resolution that has been presented to her on her baggage claim. All baggage claims must be address by our Central Baggage Service team because they have all the records and communications between them and the customer for the most fair and reasonable resolution. Central Baggage Services is available 24 hours a day, 7 days a week, and is the primary customer contact for baggage claims. See Below: JetBlue Central Baggage 3676 West California Ave. Suite B103 Salt Lake City, Utah 84104Central Baggage fax number 1-801-322-6629Central Baggage toll free number 1-866-538-5438We apologize if we have not met her expectations in our service to her and if we have been unable to respond to her concerns to her satisfaction.