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, 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 Ms. Liu: As we looked into her...

complaint, we found that reservation [redacted] has not been cancelled at this time. If she wants to cancel it, she can do so online, or she can call us at 1-800-JETBLUE, and our crewmember will be happy to assist her in cancelling or changing her flights.

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 your suggestions and your concerns. We have forwarded your comments...

regarding the crewmember to our Reservation Management team for review and discussion. We see that the four (4) of you received a refund for the one way flight impacted by the cancellation. This refund went back to your Mastercard ending in [redacted]. Keep in mind, per our Contract of Carriage, when a cancellation happens our obligation to you is to provide the next available flight by which seats are available. If flights are full this may mean its a day or more away. We are sorry for any misunderstanding.
Our customer's voice is a large part of our daily review and process for improvement and your feedback is valuable.
We look forward to a time when we can welcome you onboard and we trust that you will have travel experiences that are exceptional.
Warmest 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 [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 difficulty  the unfortunate circumstances in Las Vegas caused you personally.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 flightSincerely, 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 regret the circumstances that led you to write to us. We'd like to look into this...

but need your assistance with a few things:
1. Did you file a claim with the TSA Officer when passing through security
2. Can you provide a confirmation number so we can reference any notes that may have been made in your rservation
Upon receipt of this information we will conduct our own internal review. Please keep in mind that carry on customers bring is their sole responsibility.
This is said to of happened in the TSA Security Check point and we are unable to state any kind of promise for a replacement Samsung Galaxy but we are willing to investigate what happened.
We hope to hear back from you 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 [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.

Revdex.com:I'm not sure if this is the correct option I am choosing.  JetBlue has requested additional info regarding the complaint.Confirmation# of flight booked with points [redacted].  This was the original ticket.  Returned Date needed to be changed.  Because the difference could not be paid in points a new ticket needed to be booked.  A new ticket would of never needed to be booked if the difference could of been paid by credit card.  A new ticket was booked and my points was never refunded. Confirmation# of flight booked with Credit Card [redacted]  This is the new ticket that was purchased at full price.
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 your consideration of others when the request was made to gate check...

your carry on bag. We empathize with the disappointment you had when you retrieved this bag only to find it in a condition different from when it was checked.
Bag claims have very specific and detailed guidelines and we hope you reached out to or spoke with the Baggage Service Office upon arrival. We are unable to offer a reimbursement but we are able to offer a $100.00 JetBlue credit as a gesture of goodwill. Because you are a TrueBlue member, you can access your Travel Bank account with the same login credentials you use to access your TrueBlue account. If you have forgotten your password, simply visit http://bit.ly/1cInj4B and input the email address you used to register for your TrueBlue account.
Travel Bank 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. If you'd like to check your balance or transactions, or if you have any additional questions about Travel Bank, feel free to visit http://bit.ly/nKT44N.
We appreciate you reaching out to us, Jillian and look forward to seeing you back onboard again in October.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Thank you for the reply to the Revdex.com and JetBlue. Please keep in mind 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 regret the disappointment you are experiencing. We can assure you our previous crewmember, Jenifer did report the sentiments shared to our Inflight Leadership for coaching and feedback. Although we cannot share all our business decisions as far as coaching and feedback go, we sincerely regret that you were affected by the delay and interaction with our crewmember.  We are standing behind the previous communication from Jenifer. Our customer's voice is a large part of our daily review and process for improvement.We look forward to a time when we can welcome you onboard and we trust that you will have travel experiences that are exceptional.Warm regards,Kelly H[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 provide the following:
The Even More Space...

product is an optional purchase, and if core seats are unavailable, it doesn't mean that you won't have a seat - it simply means the only remaining seats must be assigned at the airport upon arrival for your flight.
Since you elected to purchase the seats at check in you were charged accordingly. We regret any misunderstanding of this.
Although we respectfully decline your request for a refund, we appreciate you bringing this to our attention. We hope we can welcome you back onboard JetBlue again in the future and trust your experiences will be exceptional.
Warm Regards,
Kelly
Corporate Customer Support
JetBlue Airways

We have reviewed your complaint. 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 the Online Complaint System. All airlines change schedules for...

flights and some flights may change several times before the date of departure. Notes in the reservation indicate the challenge with a change is with the airline we have a codeshare with. JetBlue will do all we can to assist your family take the desired vacation. To that end I sent an email directly to the email address on your reservation encouraging you to call 1-800-JETBLUE (538-2583) immediately and ask for help with any possible adjustments that can be made to help you if it is still needed. At this time I see reservations active for flights out on June 10 and returning June 18. The help you need will come by working with the crewmembers by telephone so they can make adjustments for you family from available options. While we may not be able to offer you exactly what you want they will do their best to let you know what options are available.Sincerely,Sharon  E[redacted] JetBlue | Customer Support Executive Offices

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by [redacted] and are responding through your Online Complaint System.This issue was addressed between the...

customer and JetBlue in a prior communication on our website and via telephone call. No further action is required as a resolution was made. Kind regards, Kelly H[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 have limited information regarding which...

booking you are writing about. Generally speaking, we recognize how frustrating it must have been to find that the price increased, especially since you were in the process of making your reservation.
 
Each of our flights is fared in advance with several groups of pre-determined prices, which together will ensure a profit for each flight. When all seats offered at the sale fare have been purchased, the next lowest fare becomes available on a first-come, first-served basis. Since we are an instant-purchase airline, if the last remaining sale fare is purchased by another customer, the price will increase to the next price that was pre-selected for that particular flight.
If you are writing in reference to the booking made for [redacted], our records show our crewmember who assisted with the booking honored a point fare of [redacted] for the round trip, waived the booking fee and only charged the airport tax of $11.20. Again, using only your email address to search for other bookings, the reservation made for yourself appears to have been completed online and thus no booking fee was assessed on this flight either.
We regret the level of customer service provided and will be sure to share this information with our Reservation and TrueBlue Leadership team for coaching and feedback.
We hope this information has been helpful. We look forward to seeing you both onboard JetBlue this month and hope the flights are exceptional.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Although as an airline JetBlue is not governed by the Revdex.com we are happy to address your complaint through this forum. We understand how difficult it can be to have ones plans disrupted and empathize with the inconvenience. Even More Speed is offered as a convenience for...

customers and TSA offers that option when staffing permits. Unfortunately with the additional complications of the construction in Orlando it may not always be available. As a courtesy we have refunded the $10 per person fee paid for that service in Orlando to the original form of payment. Contact that service for information on how to retrieve your refund.As noted in an email sent to you prior to your flight, the airport in Orlando is undergoing a major construction project and all customers are advised to arrive at the airport three hours before their scheduled departure. Once the flight is closed a customer may choose to be reaccomodated on the next available flight to their destination or to an alternate city from which they can complete their trip. Since the next flight to Stewart Airport was the following day your party chose to fly to Newark as an alternate city.  We understand that missing your flight was inconvenient and frustrating for you all however TSA lines are not within our control. We respectfully decline compensation for costs associated with your missing your originally scheduled flight. We are glad you were able to get to New York the same day and look forward to serving you on JetBlue in the future under better circumstances. 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 appreciate the opportunity to address the concerns you've presented.
We...

certainly regret the life circumstances you are in and empathize with your with the frustrations you are experiencing.
The reservation in question, [redacted] was booked using a travel bank credit which is considered the original form of payment. As a gesture of goodwill, considering all things presented to our crewmember when you called to speak about canceling, we waived all fees and did refund to the original form of payment consistent with our guidelines. We apologize for any misunderstanding. Keep in mind this credit will remain valid one year from the original date entered and can be used by anyone.
In an effort to honor the integrity of our guidelines we are respectfully declining a request for a refund to your credit card as it was not the original form of payment on confirmation [redacted].
Although this may not be the outcome that you had hoped for we do hope we have an opportunity to serve you on a JetBlue flight soon.
Warmest 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 Mr. [redacted] and are responding. We attempted to call Mr. [redacted] at the number provided and were not able to...

reach him or an answering machine.We are sorry to learn of the difficulties he encountered. We will need additional information to locate his reservation and respond to his concerns. We ask for the Confirmation code (six letters) and/or the ticket number (13 digits beginning [redacted]).We look forward to assisting Mr. [redacted].Debbie D[redacted]JetBlue | Customer Support Executive Offices

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by [redacted] and are responding through the Online Complaint System. Dear [redacted] Thank you for contacting...

JetBlue. We appreciate the opportunity to respond your recent inquiry to the Revdex.com.We are sorry you felt as if you were not given correct information in regards to your reservation. With the Hurricane Maria and all its devastation it left behind, we have a fee waiver in place for Customers to be able to cancel their reservation without penalty. As we do understand Customers may not want to travel to an area with little amenities and in some cases no power. However, a full refund is not issued to the original form of payment, but a credit is on file for one year from the date the reservation is canceled and can be used towards any JetBlue flight. Full refunds are only issue to those Customers who purchased a refundable fare or to those Customers in which JetBlue canceled their flight. We would be happy to issue you a full credit, waiving all fees as per our fare rules.  http://help.jetblue.com/SRVS/CGI-BIN/webisapi.dll?New,Kb=askBlue,case=obj(383871...⇄ also stated this reservation is for a flight leaving Orlando and arriving in San Juan. However, the reservation code you gave to us is for a flight departing San Juan and arriving in Orlando for four Customers. We wanted to just be sure you gave us correct information in regards to what flight you were inquiring about. we did note your reservation as to you may be contacting us for a travel credit and your concerns.We are happy to assist in any way that we can and we look forward to hearing from you real soon.Kind regards, NicoleJetBlue | Customer SupportExecutive Offices

Revdex.com:Confirmation number:GDIUTETicket Number: [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , they have asked for additional information so I am providing it so I can see what they offer as a resolution. We have not come to a resolution yet but there seems to be no other way to respond unless you either accept or decline the businesses response. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: If there is a phone number to contact this rep, I can call them and explain every detail to them. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Not a sufficient response. 
Sincerely,
[redacted]