JetBlue Airways Corporation

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

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 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, 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

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 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

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]

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 [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

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]

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.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.

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 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

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]

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 you filed and are responding through the Online Complaint System. We are sorry to hear your plans were...

directly impacted and the disappointment this was for you and your family with your return flight also needed to be canceled. While we certainly understand your disappointment we were unable to issue a non-refundable ticket back to the original form of payment, we are pleased to know when you called us to cancel a customer courtesy was extended to you and the cancellation fee of $100 per person was waived. 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 for your credit to be issued back to your original form of payment.[redacted], although we are unable to issue you a refund we do hope to have the opportunity to welcome you and your family onboard a future JetBlue flight.Kind regards,JeniferJetBlue | Customer SupportExecutive Offices

To: [email protected]: Email received - Fri 6/2/2017, Contact # [redacted] Dear Dr. [redacted],Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint you filed and are...

responding through the Revdex.com Online Complaint System. While we make every effort to ensure that our aircraft departs and arrives on time, our flights, as any other airline, will always be subject to delays, diversions, cancellations, ground delays and other last minute changes due to weather, mechanical difficulties, Air Traffic Control and other abnormalities of air operations necessary to ensure the safest possible operation. We apologize your travel itinerary was directly impacted.Our records indicate your flight was affected due to weather and Air traffic controllers decide how to make the best use of airspace and tarmac traffic during weather disruptions. These situations sometimes result in a need to reduce our flight schedule. We recognize that a cancelled flight isn’t convenient and again, are sorry to hear that your plans were impacted. We show your four tickets were refunded to the original form of payment in the amount of $186.39 each, for a total refund of $745.56. If you purchased travel insurance, you're welcome to submit your lost expenses to your insurance company for additional consideration. If you selected insurance from Allianz Global Assistance (JetBlue's independent provider) during the booking process, please visit jetblue.com/travel-insurance for more information about filing a claim. 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, when you previously contacted us, we issued you a total JetBlue credit for $500 as a gesture of our goodwill. Information on using your credit has been sent to the email address associated with your Travel Bank accounts. 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. This credit is valid for one year from the date of issuance. Visit bit.ly/JBcreditFAQ for helpful information about how to use and manage your credit.Ronald, although we must respectfully deny any additional compensation over what has already been issued, we hope to welcome you and your family onboard a future JetBlue flight.Kind regards,JeniferJetBlue | Customer SupportExecutive Offices

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