JetBlue Airways Corporation

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

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

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],We recognize booking low airfare is...

a priority, and we thank you for letting us know that you were encountering errors when trying to get a sale fare.We value you as a customer and also recognize your frustration with the hold time you encountered. We're currently receiving a higher than normal volume of calls, and we're sorry to hear your call was disconnected after you had waited on the phone for a long time. We appreciate the chance to assist you. Our sale fares are subject to limited availability and may not be available on all days or flights. Although we’re unable to honor a fare which is no longer available, we’re happy to issue a JetBlue credit for $50.00 to help offset some of the fare difference currently showing. This credit was placed in your TrueBlue account. 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.Also, you had mentioned that you were trying to purchase 10 tickets, please know if that was for 10 people, then you may have been getting an error, because customers can only book up to 7 people on our website.  If there are over 7 customers, then this is considered group travel.  For detailed information about group travel, visit jetblue.com/groups. We're committed to keeping our fares competitively low, so if your travel plans are flexible, visit our Best Fare Finder at jetblue.com/bestfarefinder to see what dates have the lowest fares. You can also check out our latest deals at jetblue.com/deals and click the pencil icon at the top of the page to select your departure city for the very best pricing in your market. If you’d like to receive airport-specific travel deals via email or SMS, visit bit.ly/JBfarealerts to subscribe to our fare alerts.We thank you for sharing your booking experience and hope to have the privilege of welcoming you onboard.Sincerely,CherishJetBlue | Customer SupportExecutive Offices

Complaint: [redacted]
I am rejecting this response because: Jet Blue passes the responsibility to this third party Sky scanner which is simply a search engine that sells tickets for Jet Blue Airlines. Jet blues customer service people have lied to me over and over again telling me that Jet Blue was not the one charging my credit card when indeed they are. If a company is honest then they don't have to tell lies. to their customers. I was sold a ticket that I never wanted from the get go because the ticket I was represented on screen was different than the one I actually received. I ended up ordering the ticket I did want from Jet Blue direct and paid more money for it. Jet blue told me at that time that they would cancel the other ticket and now I find that it was cancelled but then later reopened to make it appear that I was a No show. This is another lie they told me. Well I'll probably end up paying for the flight I I never wanted or took but Jet Blue will never get my business again and I will tell everyone I ever come in contact with what a crooked dishonest scamming company they are. I'll also post blogs on every website from Travelocity, Sky scanners, Orbitz, Kayak, and so on. You'll get your 300.00 but at what cost. I hope I cost you hundreds of thousands of dollars in business for your having ripped me off and then lying to me over and over again and again. I'll also be filing a complaint with the attorney generals office and am considering filing a legal action against Jet Blue in small claims court with a Jury trial. You will one day soon wish that you had done what is right and not been dishonest with me. I reject this.  
Sincerely,
[redacted]

Hello,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. Thank you taking the time...

to share your concerns in reference to your confirmation [redacted] which was booked through Travelocity. We sincerely apologize for the disruption to your travel plans. We can assure you that your feedback has been heard to do our best to prevent your disappointment in the future.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.  Our records indicate that your flight was affected by weather constraints and Air Traffic Control (ATC) Delays in the Northeast and Mid-Atlantic Regions which also affected crew hours.Inflight Crews and Pilots are under strict guidelines from the FAA as to how many consistent hours they are able to work without resting. Due to the delays these Inflight crew hours would have been extended beyond regulation had they covered your flight. Unfortunately, there is no way to predict such situations. When the time is exceeded or would be exceeded during the next flight, a new crew must be called in. Flights crews and aircraft are on specific routes and it is imperative that this schedule be adhered to for the down line of their flight schedule.We're also sorry to hear of the time lost and we recognize that your time is valuable. We realize that this was a frustrating situation for you. Our records indicate We understand a credit does not take away the experience; although we hope you will accept the credit issued in the spirit of goodwill intended. The details are as follows: User ID #[redacted]Service Credit:$100Expiration Date: September 6, 2017 Credits are available for use on future travel with JetBlue and may be used by anyone. The expiration date is the day by which a reservation needs to be booked. You do not have to fly by then. To book a flight using a Travel Bank credit, visit jetblue.com and choose Travel Bank as the form of payment. You can check the balance and transactions of a Travel Bank account by visiting:http://travelbank.jetblue.com<http://travelbank.jetblue.com>(If you are unable to click on this link, please cut and paste the address into a web browser.)We genuinely value you as a loyal JetBlue customer and hope you will allow us the opportunity to serve your future travel needs under better circumstances. We can assure you that we will do our best in providing great service for you.Sincerely, Debbie C[redacted]JetBlue | Corporate Customer SupportTell us why here...

Dear [redacted],Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the response you filed and are responding through the Online Complaint System again. We are sorry to hear of your continued disappointment and sincerely apologize we have not met your expectations. We are pleased to know Nicole issued you an additional gesture of our goodwill by waiving the applicable cancellation fee of $150 and issuing that amount into your Travel Bank account. Although we certainly your frustration, 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 JetBlue to issue a refund to your original form of payment for a non-refundable ticket.[redacted], thank you for choosing JetBlue and we look forward to welcoming you onboard a future JetBlue flight.Sincerely,JeniferJetBlue | 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 clarify a few things regarding your booking and the...

inflight entertainment.
We value you as a customer and apologize that you were unable to enjoy our inflight entertainment. We know this must have been a disappointment for you, especially since this service was unavailable on both your flights.
 
As a gesture of apology, we have issued you two $** service credits in accordance with our Customer Bill of Rights. Your JetBlue credits, totaling $**, are valid for one year from the original date of issuance and information on using your credit has been sent to the email address associated with your Travel Bank account. If you have any questions about Travel Bank, feel free to visit http://bit.ly/nKT44N for helpful information about how to use and manage credits.
The seat fee does not include the inflight entertainment. Directv is an added feature only. We are respectfully declining your request to refund the seat fees.
We regret the customer service onboard your flight did not meet your expectations. This is something we will share with our Inflight Leadership for coaching and feedback.
With regard to your room booked; our records show you booking was done online at jetblue.com and the room type selected indicates the following:
Room Type: Marina Hotel - Adults Only - European Plan - No Meals - Resort Room
We reached out directly to the hotel to see if they could shed some light on the situation you presented to us and they stated:
...'he booked an Island suites room, does not have an ocean view, but we upgraded him to an ocean suites room at a lower cost because of their special occasion. We only charged them $50 per night instead of the normal $120 per night...'
Mr. [redacted] we regret your disappointment with the series of hiccups you experienced. We are respectfully declining your request for reimbursement of the room upgrade fee and supporting the hotels effort made to accommodate you at the last minute.
We appreciate you choosing JetBlue and hope we have an opportunity to serve you again in the future.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways
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 responding through your Online Complaint System.This case is under review with JetBlue...

Corporate Security. At this time we cannot respond or honor the request for refund. We appreciate the understanding.  Kind regards,Kelly H[redacted]JetBlue | Customer SupportExecutive Offices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially 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]

Complaint: [redacted]
I am rejecting this response because:It seems like JetBlue is pushing the onus of the problem to the customer. Why and how can you expect the customer to understand what it means to "exchange a ticket". Most would never understand this concept. If this is internal to how airlines work, why is it pushed to the customer? When I was with the JetBlue staff, they never told me I didn't pay for the ticket, in fact, I already had a seat 25C available for me. The only thing missing was an electronic ticket number. But that's a detail for the customer. Why is it that the customer has to understand how your systems work? Why wasn't JetBlue able to work this out with Air India. I had to run around terminal 4 and 5 going to various counters at JFK just to find people to help resolve an internal airline issue. This is extremely unfair. As far as I'm concerned I got charged twice for the same ticket! This is illegal. I would like JetBlue to refund $484 for which I can provide proof of payment.
Sincerely,
[redacted]

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

was charged $71 too much for the round trip tickets for her daughter. The charges were made on December 4 when she called to book the flights for her daughter as an unaccompanied minor flying alone. We recognize how frustrating it must have been to find that the price was not what she believed or remembered it would be. As we looked into this complaint, we found that when this reservation was booked, she was given the lowest Blue fare available, and with taxes and fees included, the total for the round trip ticket amounted to $441.34. The $200 fee for her Unaccompanied Minor was added, as well as $50 for the bag fees. The total is $691.34 charged to her card. 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.As it turns out, a are can be quoted and then, before the purchase has been completed, the fare may move to the next level in the system, as above. As a courtesy for our customers, we can make an adjustment back to the lower fare, if requested.[redacted] called our Customer Support Team and requested a refund of the $71 to her original form of payment. Susan was able to verify that round trip tickets were available for $370 on December 4, at the time of her booking. This was done today, and we issued a $70 refund to her original form of payment. Depending on her credit card company's procedures, this posting should appear within 7-10 business days. We are happy that this service has been completed for our customer.

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:
Thank you for the follow up directed at JetBlue. We regret you remain unhappy. Again, you have booked with a travel agency, [redacted] and must contact them for a request to cancel. JetBlue has responded to you consistent with our guidelines for schedule changes. We understand that you are not 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 our relationships with travel agencies booking JetBlue segments we must ask that you reach out to [redacted] to fufill the request you are making.
We appreciate your business and hope you are able to move past your dissatisfaction with the necessary schedule changes made.
Warmest 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].JetBlue customers can request to fly stand by on one flight prior to their scheduled flight at no...

cost. We cannot guarantee seating will be together. Because he was accommodated on the flight, we must respectfully deny his request for a refund of the airfare and baggage fees. As a gesture of goodwill, we have issued a JetBlue credit in the amount of $200 to a Travel Bank. His user number is [redacted] and the account password will be sent by separate email. JetBlue credits are valid for one year from their original date of issuance. When booking a flight, visit jetblue.com and choose Travel Bank as the first form of payment when you get to the payment page. JetBlue offers movies for $5. If one was provided at no cost, this was a courtesy.We hope to have a future opportunity to serve Mr. [redacted] and his family on JetBlue.

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 express our regrets that you had a horrible trip....

JetBlue created the Customer Bill of Rights and will issue credits in accordance to these guidelines. You are welcome to review them online at jetblue.com/billofrights.
Neither of these flights did qualify and we apologize for any misunderstanding. Our records show that you did reach out to JetBlue on contact number [redacted] and as a gesture of goodwill Terri from our Customer Committment crew replied and issued you a credit for $50 as a gesture of goodwill. We support this effort and respectfully decline your request for full airfare refund as we did provide the service to and from the locations chosen.
We appreciate your concerns and have forwarded them to our Airport Management team for review and discussion so we can be sure to offer better communication in delay situations. Our customer's voice is a large part of our daily review and process for improvement so please know we appreciate the feedback.
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

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 Mr. [redacted] and welcome the opportunity to address his concerns. We understand he has contacted JetBlue directly on this matter and our response has not met his expectations. While we were not able to locate a specific reservation that matched the circumstances described with the information provided, we can address the concern in general terms. No specific seat can ever be guaranteed on a flight. JetBlue honors customer seat preferences as much as possible but seats may be changed if needed operationally. The aircraft have been changed and thus the same seats may not be available on the new aircraft or there may have been a legal or disability need to adjust seating assignments. It is unusual for us to separate a family that is booked on the same reservation and several other options would generally have been tried first. The best way to keep seats together is to be booked on the same reservation, to have notes added to the reservation if there are specific seating needs. Information more specific to the reservation in question can best be addressed by Mr. [redacted] calling 1-800-JETBLUE(538-2583) with the reservation number. At that time a crewmember may be able to see more specifics about that individual event.Again, no specific seating can be guaranteed. Based on the information available the flight was taken. JetBlue respectfully declines compensation for the changes in seat assignments.Regards,Sharon  E[redacted] JetBlue | Customer Support Executive Offices

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 customer and welcome the opportunity to address his concerns. We understand he has contacted JetBlue directly on this matter and our response has not met his expectations. We regret that [redacted] missed his original flight from JFK to Havana on December 10 when he missed the cutoff time. We understand he arrived at the customer service area in JFK just after 8 for a flight that was scheduled to leave the gate at 8:58. We are happy to share some information that may help him for any future flights with JetBlue. Check in times vary at each airport. For international flights, we're required to ensure customers are checked in no less than 60 minutes prior to departure and in some cases, there may be additional time constraints given the security at the airport for the day. To view the recommended time of arrival for a specific airport, visit bit.ly/JBairports. On our website we found the the following information: the recommended check-in time for travel to Cuba is 4 hours and check-in for Cuba must be completed at the airport; online, kiosk, and curbside check-in are not available.In situations where a flight is missed, we don't generally offer reimbursement for consequential expenses; however if you purchased travel insurance, you are welcome to submit your hotel or parking expense to your travel insurance company for consideration. If you selected insurance from Allianz Global Assistance (JetBlue's independent provider) during the booking process, please visit http://bit.ly/1i7tKpL for more information about filing a claim.As a gesture of goodwill, we've issued a $50 credit to your Travel Bank account. Information on using your credit has been sent to the email address associated with your Travel Bank account. If you’re a TrueBlue member, you can access your Travel Bank account with the same login credentials you use to access your TrueBlue account.JetBlue credits are valid for one year from 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 additional questions about Travel Bank, feel free to visit bit.ly/JBcreditFAQ.We hope this information will be helpful for future flights and we look forward to welcoming him onboard JetBlue many times. 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 like to help you out by reviewing both reservations in question but that...

information was not provided to us.
Please respond to this inquiry with the reservation booked with points and the second reservation booked where you used a credit card so we are able to review the content in both bookings.
We look forward to hearing back from you soon.
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 address the concerns presented.
As a gesture of...

goodwill when you called us we waived the cancel fee and issued a full fare credit. This gesture is consistent with our guidelines and we regret any misunderstanding.
We send our condolences and wish you all the best during this difficult time.
The credit issued is valid one year from the original date entered and can be used toward future travel.
We hope to welcome you onboard JetBlue soon, [redacted].
Warm Regards,
Kelly
Corporate Customer Support
JetBlue Airways
Crewmember [redacted]