JetBlue Airways Corporation

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] and are responding through your Online Complaint System We’re sorry to hear that...

your experience was not as pleasant as it should have been. While we never want to delay a flight our customers are depending on, delays are sometimes unavoidable with our ultimate goal of safety in mind.  Weather conditions may not always be apparent and rain, thunderstorms, wind, or reduced visibility are all things that can delay our operating plans. Please accept our sincere apology for the difficulty you experienced as a result of these delays which caused your missed connection.We’re also sorry to learn of the uneasiness you felt during your flight. We recognize that turbulence can be unnerving and we regret any anxiety you felt. We use state-of-the-art technology to prepare flight plans that navigate around paths of known turbulence. While we do our best to avoid patches of weather along flight paths, certain forms of turbulence cannot be detected in advance. If you’d like more information about turbulence, visit http://blog.jetblue.com/unpacked-turbulenceWe understand how reassuring it would have been to receive status updates during the turbulence and we recognize overhead announcements would have helped calm your concerns. We’re glad you shared your flight experience with us and we will take your feedback into consideration as we work to improve our inflight communication.We can see that you also reached out to JetBlue via our emailing system, and we are happy to see that one of our customer commitment JetBlue agents responded to your email about this same flight and let you know that your comments about your bag(s) will be responded to separately by our Baggage department within 30 days and addressed your concerns. Please know that you'll still receive any additional information regarding your baggage through that email.As a gesture of goodwill and invite to fly on JetBlue again, we previously issued you each $100.00 in JetBlue credit, for a total of $300.00 under [redacted]'s travel bank account: [redacted].  You may choose to allow family or a friend to use those credits as well.As an added gesture of goodwill and while, we typically don't offer reimbursement of consequential expenses;  to help offset some of the unexpected costs you paid, we're happy to reimburse up to $150.00 for your Hotel stay in New York.In order to proceed with your reimbursement, we require a copy of your hotel receipt. You may sent this receipt to [email protected] and attach your documentation as a PDF or send it via:Fax: 1-801-449-2440,Mail: JetBlue P.O. Box 17435 Salt Lake City, Utah 84117 ATTN: Cherish Executive TeamPlease include the following information on your submission:- Contact ID number [redacted]- Confirmation code [redacted]- Name and mailing address of where we can send approved reimbursement- Phone numberIf you purchased travel insurance, you're welcome to submit your other requested expenses to your insurance company for additional consideration including the lost expense of your resort in Montego Bay. 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. Any reimbursements will be provided in U.S. dollars. While we strive for on time performance, weather can be unpredictable and uncontrollable by JetBlue, and in fairness to all of our customers, we must respectfully deny your request for additional compensation due to the delay in your flight. We value you each as customers, and we thank you for your understanding.  We look forward to a new opportunity to serve you so that we may regain your confidence in JetBlue.Kind regards, Cherish JetBlue | Customer Support Executive Office

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'd like to help out but have very limited information. Were you ever able to make...

the payment to book a flight or are you asking JetBlue to issue a credit because you received poor customer service as a result of being asked to pay at the airport since a flight was placed on hold for you? This remains unclear and clarification is appreciated.
We look forward to hearing back from you soon.
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 rebuttal filed by our mutual customer and are responding through your Online Complaint System.  Thank you for your additional comments regarding prices changing before purchased. We regret your continued disappointment. Although we are unable to provide you with the credits you are requesting, we can assure you that your concerns have been researched properly and the facts we shared with you are accurate. We can only apologize if we have not met your expectations in our service to you and if we have been unable to respond to your concerns to your satisfaction. We appreciate you choosing JetBlue and hope to welcome you onboard soon.   Kelly H[redacted]JetBlue | Customer SupportExecutive Offices

To: [email protected]: Email received - Fri 9/30/2016, Contact # [redacted]Dear Ms. [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 you and are...

responding through the Revdex.com Online Complaint System. We appreciate the opportunity to further clarify your reservation and our limitations. We are sorry for the inconvenience you recently experienced with your [redacted] ticket.Your reservation is an interline reservation and your ticket belongs to [redacted]. We regret they were incorrect when you called them and they stated you should call us for your baggage allowance when we are forced to adhere to their baggage policy when you check-in at the airport. When you reached out to us stating they advised you it was our baggage guidelines that applied, we gave you our baggage guideline over the phone for your domestic flight only. We sincerely apologize [redacted] misinformed you and did not advise you they own the ticket and their baggage guidelines would be the ones that must be honored at the time of departure due to your final destination and the ticket being owned by [redacted].As previously advised by our interline department and Executive Leadership Team, we must follow [redacted] Airways polices regarding the additional bag fee. The fees charged are non-refundable. For [redacted] Airways bags rules please visit http://www.[redacted].com/en-us/before-you-fly/baggage-information/excess...⇄ we have taken time to review the content of each email, the situation presented and we certainly understand your frustration; however, JetBlue works hard to be fair to all of our customers and again, we must respectfully deny your request for a refund of $500 for non-refundable fees we must adhere to by [redacted].As a gesture of goodwill, we've issued a $100 credit to your JetBlue TrueBlue account #[redacted]. 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 http://bit.ly/1JryMa0.[redacted], thank you for being a JetBlue TrueBlue member and although we are unable to provide you with the compensation you are requesting, we can assure you your concerns have been researched properly and the facts shared with you are accurate. We can only apologize if we have not met your expectations in our service to you and if we have been unable to respond to your concerns to your satisfaction. We feel that we have assisted you with fairness and to the best of our ability. We do hope to have the privilege of serving you again sometime on a future JetBlue flight.Sincerely,JeniferJetBlue | Corporate Customer SupportCrewmember [redacted]

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to address the concerns you've presented.
We send...

our condolences for the passing of your father and wish you comfort during a difficult time. We can imagine how stressful travel must have been, especially that it was during the busy holiday season.
Turbulence is inherent to this industry. We are sorry our inflight crew did not communicate or put customers at ease. In the spirit of safety we trust our pilots did the best they could and we regret this did not meet your expectations.
With regard to the missed flight; our records show the aircraft landed at 9:27 A.M. and your connecting flight departed at 9:45 A.M.. Because the plane you arrived on had not gotten in a gate and deplaned you were not going to make that flight. We are sorry the demeanor of our crew was less than pleasant when you did arrive, only to find out you did indeed miss the flight.
Per our Contract of Carriage our obligation is to place you on the next available flight by which seats are available. With limited flights to Trinidad the next available meant the next day. We are glad our crew offered hotel and food vouchers. They do come with restrictions based on the times available and we regret you missed the lunch.
Although we are unable to provide you with the compensation you are requesting, we can assure you that your concerns have been heard. As a gesture of goodwill we are able to offer the 15% discount for bereavement travel and issue a credit for $[redacted] which is 15% of your original base fare. An email with information has been sent to you. All Travel Bank credits expire one year from the original date entered.
[redacted], we can only apologize if we have not met your expectations in our service to you and if we have been unable to respond to your concerns to your satisfaction.
We hope to welcome you back onboard JetBlue again soon.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways
Crewmember [redacted]

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to discuss the concerns presented.
We certainly...

apologize you felt the level of customer service was disappointing. We have had a chance to pull all of the calls and listen to the conversations where you called to make requests to change your flight and below we outline each call:
June 26th you called to request a cancellation and stated you had lost your job. Our crew advised you of the same day change fees and suddenly the call dropped.
June 26th (later in the day) you called about making changes to your flight. Our crew advised you of the same day change fees and increase in airfare and you responded stating you did not want to pay the fees and requested a supervisor and the call was transferred.
When the supervisor took the call they advised of the same information; the change fees, applicable increase in airfare and you stated to the supervisor you would call back and do the same day change.
June 29th you called JetBlue and stated your father, Jose C[redacted] was at [redacted], gave us the phone number [redacted]. As a courtesy we called to request the room for Mr. C[redacted] and the Hospital informed us no patient by that name was there. Once the crewmember came back to advise you of this you stated you would do your best to make it to the airport.
June 29th you called back again and this time asking for an isle seat. The only available seats were those with a fee and you declined stating you would try at the airport.
June 30th you called and stated you were traveling with a disability and our reservation crewmember assigned you row 6c
July 4th you contacted JetBlue again to discuss the delay, the disappointment that we did not give you even more space seating, you inquired about compensation for the June 30th delay and then requested to be transferred to a supervisor again.
When the supervisor took the call they listened to what you had presented, stated if the flight did qualify for compensation it would be issued in 7-10 business days but they did not think the flight qualified. You then asked about making changes on the return flight to a day before and the supervisor stated the change fees and applicable increase in airfare. You stated that you did not want to pay the fees. The supervisor offered information about same day change fees and you stated you did not want to do a same day change, made comments regarding the airport and how you felt unsafe, our supervisor offered information about meet and assist or the option of having a friend request a gate pass to sit with you. At this point you took the supervisors name and the call ended.
July 6th you wrote to JetBlue asking for the Corporate address. An email response was sent with information and also the option to reply with details. No further information has been received on that.
Ms. M[redacted], we regret any hardships you may be experiencing and certainly send our very best to Mr. C[redacted] during this difficult time. In an effort to honor the integrity of our guidelines we are respectfully declining your request for reimbursment of the fare paid for this trip.
We appreciate you reaching out to JetBlue and hope despite the outcome you will choose to travel with JetBlue again in the future.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

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 filed by [redacted] and are responding through the Online Complaint System. Thank you for taking the...

time to contact us about your recent JetBlue experience.  We regret to hear of your disappointment in getting a fair and reasonable resolution on your baggage claim, and welcome the opportunity to extend a written apology and respond to your concerns.JetBlue has a specialized department that handles all baggage claims. We understand that you have not heard back from CBS Crewmember, Lisa, as you had expected. We appreciate knowing how this experience affected you and we certainly recognize your frustration. Please accept our sincere apology. You can contact CBS with your concerns at the following: JetBlue Central Baggage 3676 West California Ave. Suite B103 Salt Lake City, Utah 84104 Central Baggage fax number 801-972-1638 Central Baggage toll free number 1-866-538-5438Please accept again our apologies for the inconveniences. We sincerely value you as a customer and hope that we will have another opportunity to serve you again in the future. Kind regards, Shauna JetBlue | Customer Support Executive 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 filed by [redacted] and are responding through your Online Complaint System. Thank you for contacting...

JetBlue Airways. We are very sorry to hear that your bags were damaged, and we regret your disappointment in the determination made in regards to this incident. After reviewing all the information available in your report and according to your statement, the damage to your baggage wasn’t discovered until the following morning after you woke up. As has been previously mentioned, claims for damage to baggage need to be reported in person before leaving the airport. This helps us verify that any damage that is reported occurred while your belongings were under our care, and allows us to complete a visual inspection of the damage. If a customer does not make a report before they leave the airport, our Contract of Carriage allows for them to contact JetBlue in writing up to four hours after arrival of their flight in order to file a report.Furthermore, the experience you described about no one being at the baggage claim office in Rochester is not typical of the customer service standards we strive to maintain. We want our customers to receive outstanding service each time they fly with us. We truly appreciate you taking the time to share this experience and we will ensure your feedback is sent directly to the Rochester leadership team to review your concern of the service you received. Although we are unable to offer compensation or repair for the type of damage that occurred to your baggage, as a gesture of apology and a token of goodwill, we've issued a $400.00 JetBlue credit. Your username is [redacted] and information on using your credit has been sent to the email address associated with your Travel Bank account. Since 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 questions about your credit, feel free to visit bit.ly/JBcreditFAQ. [redacted], we value you as a customer, and we hope you will choose to fly with us again in the future so that we can regain your confidence and provide you with a renewed sense of service.Best Regards,CherishJetBlue | Customer SupportExecutive Offices

Complaint: [redacted]
I am rejecting this response because: The cancellations were not due to weather.  There was no bad weather in New York or Florida.  If it was due to weather how did my other friends get home Sunday night 10/8/17 into JFK from the RSW, the same airport I was cancelled from?  This is just an excuse for JetBlue to not reimburse the consumer for the additional expenses that were incurred due to JetBlue's incompetence.  The points and travel bank credit are meaningless since I will never use JetBlue again and I will be cancelling my JetBlue card.  So much for bringing humanity back to the airlines.    I will take this as far as I possibly can and the more time that is wasted in it the more money it will cost JetBlue.
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. I appreciate Jet Blues decision to honor our original agreement and go beyond their responsibility to me with further compensation. Thank you for your assistance in solving this matter.
Sincerely,
[redacted]

Dear Mr. [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 nevertheless provide the following response:  Although we will not operate a flight when conditions do not meet our high safety...

standards, we understand the challenges caused by a canceled flight and regret the inconveniences you experienced on December 2, 2016. Please accept our sincere apology. As mentioned in our cancellation guidelines (http://www2.jetblue.com/flying-on-jetblue/customer-protection/), all customers whose flight is canceled by JetBlue will, at the customer's option: Receive a full refund OR Re-accommodation on the next available JetBlue flight at no additional charge or fare. If JetBlue cancels a flight within 4 hours of scheduled departure and the cancellation is due to a Controllable Irregularity, JetBlue will also issue the customer a $50 Credit good for future travel on JetBlue. As you chose accommodations on new flights on December 2, 2016 to your final destination, and the outbound ticket is in used status, we are not able to issue a refund as requested. We appreciate your understanding.Although the cancellation of Flight #426 did not qualify for compensation under our Customer Bill of Rights, we've applied a $50 credit to your Travel Bank account as a courtesy. We hope you'll use your credit to travel with us again so we can provide you with a better experience.Your credit is available for one year from the original date of issuance and can be accessed through 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.Also, as your ticket was booked through Hotwire on an Aer Lingus ticket, JetBlue is not able to assist with a refund for your canceled return itinerary. Please contact Hotwire or Aer Lingus for assistance. Thank you for choosing JetBlue! We're grateful for each opportunity to serve you!Sincerely,Tracy JetBlue | Customer Support Executive Offices

Complaint: [redacted]
I am rejecting this response because:The airline is conveniently restating incorrect information so that they can use weather as a reason not to pay. I responded to them with the following.
Your statement is completely false. I was placed on flight [redacted] before my
original flight was even delayed, without even being asked if that is what I
wanted to do.  Further, I wouldn't have misconnected in JFK on my original flight.  That is a fact. 
Look it up. My original flights were both delayed, but both occurred
successfully. Instead of arriving home, I was stuck with a two night hotel bill.
I will also respond with this to the Revdex.com and other organizations with which
I am in contact.
[redacted]
original flight [redacted] was delayed and would have
caused you to misconnect in JFK. You were then placed on the next available
flight [redacted] which canceled resulting in your current flight
itinerary. 
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 recognize how upsetting it must...

have been to have his flight delayed, especially since he missed his connection. We have apologized to him when he called, and let him know that he and his wife were each issued $400 JetBlue credits, for a total of $800. Although we understand and sympathize with his situation, we respectfully deny any further compensation for lost travel or activities, as it would not be appropriate to the circumstances. JetBlue credits are issued to our customer to invite them to choose JetBlue in the future for a better expereince. The credits cannot be exchanged for cash or refunded to the credit card. Again, we send our apologies for this experience and our invitiation to give JetBlue another opportunity to serve them. Kind regards, ShaunaJetBlue | Customer Support Executive Offices

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.
 please close this complaint.Thanks in advance for your help,
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] Kashiparekh and are responding through your Online Complaint System.We understand your continued frustration, however because the cancellation of your flight was due to factors outside JetBlue's control, we cannot provide reimbursement for the fare you purchased on another airline. We have provided a refund of the fare paid for your JetBlue flight, in accordance with our Customer Bill of Rights.We appreciate you choosing JetBlue, and hope for the opportunity to serve you again.

Hello,We have reviewed this complaint from [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 will promptly respond through your Online Complaint System.We...

sincerely apologize for the frustration you experienced and for the disruption to your travel plans. We appreciate this opportunity to respond to your concerns.We certainly recognize the customer inconvenience when a flight does not operate as scheduled and we make every possible effort to prevent such irregularities. Delays are at times unavoidable, but necessary to ensure the safest possible operation. We appreciate your feedback regarding the communication by our Inflight Crewmembers and can assure you that we have forwarded your concerns to our Inflight Leadership to ensure your disappointment isn't repeated.Overhead bin space is shared and on a first come first serve basis. We trust our flight crew to make sure the weight and balance checks out and at times you may be asked to stow your carry on in the cargo by gate checking your item(s). You have the option of choosing the Even More Space which allows you to board early and secure the overhead space so you may want to consider this option on your next flight.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: $50Expiration Date: June 13, 2017 The 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.  Credit Information[redacted](If you are unable to click on this link, please cut and paste the address into a web browser.) We value you as a JetBlue customer and hope to serve your future travel needs under better circumstances. Debbie C[redacted]JetBlue | Corporate Customer Support

Complaint: [redacted]I am rejecting this response because:  Debbie thx so much for replying to Revdex.com (who you have no obligation to)within 2 days after no one at JBLU would have the consideration get back to me ( a loyal paying customer) in over 2 weeks.  The increased volume in mail must be because you guys are doing such a good job; LOL.  I appreciate the appology as I see how the baggage handlers treat your customers property like yesterdays garbage and I am so sorry I did not notice the damage till after I left the airport.  I am also sorry I did not look at your website as to your policies and emailed your team.  Next time another airline (as I will not be flying w JBLU again after this disgusting customer service) damages my bag I will be sure to look at my bag inside the airport and make the claim there.  Revdex.com please keep this on file so others can see how JBLU does not care about their customers.  Thx and sorry for wasting your time.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 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. As the reservation was booked through a Travel...

Agent, the Travel Agent would need to contact JetBlue.We appreciate your understanding at JetBlue and we hope to serve your future travel under better circumstances. Sincerely, Debbie C[redacted] 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 appreciate the opportunity to state that all claims must be processed by our Central...

Baggage Office. Also, all claims can and usually do take up to 60 days to process. We regret any misunderstanding and strongly encourage you to reach back out to Tammy to request updated information. We appreciate you choosing JetBlue and hope this is resolved soon. Kind Regards,Kelly| JetBlueCorporate Customer SupportCrewmember [redacted]