JetBlue Airways Corporation

Tell us why here...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 have reinstated the...

credit of $221.20 under ID #[redacted] so that the changes needed are able to be done. Please call 1-800-JETBLUE (538-2583) and a crewmember will happy to assist you with your reservation.We look forward to serving you at JetBlue.Sincerely, Debbie C[redacted] JetBlue | Customer Support Executive Offices

Dear Ms. [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 your concerns about your...

recent experience. We appreciate knowing of your disappointment with the $400 credit we've given you and we regret we were unable to operate your original flight as scheduled, which caused you and your mother to miss a connection you had on another airline. We understand that everyone may be affected differently by what happened and we're sorry to hear that you're still unhappy.
We know that it can be a frustrating situation and apologize for the inconvenience you experienced. Airlines are continually met with challenges relating to weather, technical, and other mechanical issues. While we do everything in our power to avoid disrupting your travel, your safety is always our greatest concern.
In situations where a connecting flight is missed, our Contract of Carriage prohibits the issuance of compensation for consequential expenses such as flights on other airlines and additional travel costs; however if you purchased travel insurance, you are welcome to submit your expense(s) to your travel insurance company for consideration. We are pleased to see the Nassau Airport Supervisor issued you both a credit for $200 as a gesture of goodwill and apology, which is over your roundtrip base fare per ticket paid to JetBlue, $138. We feel that the compensation we've offered is fair and 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.
For future travel where you have a connecting flight on another carrier, you can visit http://bit.ly/1dF2Wac and select your connection airport from the list. You may then scroll down to the table that shows the check-in time; this is the same duration of time that we recommend between connecting flights.
[redacted], thank you for choosing JetBlue. We look forward to welcoming you onboard a future JetBlue flight where we trust you will have an exceptional travel experience!
Kind Regards,
Jenifer
Corporate Customer Support
JetBlue Airways
Crewmember [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 [redacted]:Thank you for...

this correspondence to make us aware of the challenges [redacted] recently encountered on July 17 with the cancellation of his flight out of Fort Lauderdale to Jacksonville. We sincerely apologize for the frustration he experienced and for the disruption to his travel plans. We understand that the first flight that was available on this same route on JetBlue did not meet his needs and he chose to take refund. These two options are what we offer to customers when a flight must be cancelled in accordance with our Contract of Carriage. We issued a $191.98 refund to his original form of payment on July 17. Depending on his credit card company's procedures, this posting should appear within 7-10 business days. We certainly recognize the customer inconvenience when a flight does not operate as scheduled, and we do make every possible effort to prevent such irregularities. Delays and cancellations are at times unavoidable, but necessary to ensure the safest possible operation. At JetBlue, the safety of all our customers, crewmembers and aircraft have always been our top priority.In situations where a flight is canceled, we don't generally offer reimbursement for consequential expenses; however if [redacted] purchased travel insurance, he could submit his incidental expenses to his travel insurance company for consideration. Although we understand and sympathize with his situation, we must respectfully deny his request for $151 for his airline ticket or lost wages. As an apology for this experience, we have issued a $50 JetBlue credit to his Travel Bank account. This credit is valid for one year from the date of issuance and can be applied to future JetBlue airfare. We feel that we have assisted [redacted] with fairness and to the best of our ability and we do hope to have the privilege of serving him onboard JetBlue again sometime in the future.  Tell us why here...

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 taking the time...

to share your concerns with JetBlue Airways. We appreciate hearing how our customers feel about the service we provide.Upon researching your ticket and the notes in the reservation, we can see that on Air India ticket number [redacted] you had a flight on December 24, 2017.  However either your travel agent or Air India exchanged the ticket sometime before that scheduled flight.  Because this ticket is owned and managed by Air India and your travel agent, we cannot see where or what they exchanged the ticket too.  Per the notes, we tried finding the exchanged ticket from Air India with the JetBlue flight, but we never found one.  Thus, we never had payment for your flight and you were not ticketed on JetBlue that we could see.  In order to travel, we must have an open and paid for ticket, so we had to request that you purchase a new JetBlue ticket if you wanted to still take that flight.We understand your frustration,and we apologize for the inconveniences that this has caused you.Please address these concerns with Air India and your travel agent to resolve this further and see if you can get a refund for the portion of the JetBlue flight that was originally in that Air India ticket.  Once again, the ticket in question was owned by Air India.  We thank you for your understanding.We thank you for traveling on JetBlue, and we wish you a very Happy New Year!Sincerely, Cherish 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. Dear Mr. [redacted],  Thank you for your...

email. We attempted to contact you by phone today to discuss your concerns but were unable to reach you. A message was left with contact information on how to reach us. Please reply to this email and let us know when it would be convenient for us to call you.We regret hearing there was a lack of compassion with our customer service, a weather cancellation and disruption in your vacation plans. We can only imagine the disappointment and frustration being experienced. Weather can reap havoc that is for sure, however; our customer service is something we can control and we apologize we fell short. We look forward to speaking with you soon, Mr. [redacted].  Regards, Kelly JetBlue | Customer Support Executive Offices Tell us why here...

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We regret the circumstances that led you to write to us and hope your bag is located...

soon. Please continue working with our Central Baggage Service office by calling [redacted]. Central Baggage Services can be reached from 6:00 a.m. until 7:00 p.m. MT Monday through Friday and from 7:30 a.m. to 4:00 p.m. Saturday and Sunday. There are specific guidelines they will address with you with regard to reimbursements.
We have forwarded your concerns to our Airport Management team for review and discussion. Our customer's voice is a large part of our daily review and process for improvement and we value the feedback you have shared.
We look forward to a time when we can welcome you onboard and we trust that you will have travel experiences that are exceptional.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Complaint: [redacted]
I am rejecting this response because:I'm not rejecting it quite yet, actually.  I've been working with Expedia with the information you gave in your email and have had several conversations.  However they need until at least Tuesday to resolve it.  I needed to respond to you by Monday so that's why i'm sending this now.  The reason I'm not accepting it yet is that both Expedia and Turkish still say it was JetBlue's fault for not connecting my return flight to the newly scheduled flight.  They are likely to give me a refund for the original ticket but not the one I had to buy., regardless of my insistence on which one I should be refunded for.   If that happens, I feel that JetBlue should make up the difference.
Sincerely,
[redacted]

Dear [redacted],
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.
Dear [redacted],
Thank for your taking the time to share your concerns with JetBlue. We sincerely apologize for the disruption to your travel plans and that an important family meal and occasion was missed. We also apologize for the late hours at the airport and poor communication experienced.

As you are aware, Flight #** was canceled due to crew availability and crews being out of position as a result of the fire at the Air Traffic Control Center (ATC) which affected your flight and was uncontrollable. The previous flight the crew had been on also experienced a flight diversion which was also affected by the ATC being down. All aircraft spares were also unavailable on that day due to the multiple system wide events that were affected by the ATC event. Your later flights were also affected by the ATC event and the domino affect flights experienced.

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. Cancellations are at times unavoidable, but necessary to ensure the safest possible operation.

When a flight is canceled by JetBlue we will re-accommodate on the next available flight or refund the flight.
Our records indicate that your flights have been fully refunded ($196.80 x 2)to the credit card ending in #[redacted]. These were the only charges that show were charged. Any other charges you show may have been charged by your Travel Agent, Cheapoair. We suggest contacting them directly for the refund of any other charges.
We appreciate your understanding and we hope to serve your future travel needs at JetBlue with a positive experience.
Sincerely,
Debbie Castleton
JetBlue | Corporate Customer Support

We acknowledge Mr. [redacted]'s position and regret that we cannot provide him with all information regarding the arbitrary change of his seat for privacy purposes. We did give him a seat that was equal to his original preference and issued him credits in apology for his inconvenience. No further information is available and no further compensation will be issued on this matter. We send our best wishes that this will be satisfactory for him.

Complaint: [redacted]
I am rejecting this response because: It is completely unethical to charge me for a flight I could not even get to!
Sincerely,
[redacted]

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 apologize for the inconvenience. As noted in JetBlue's ground breaking Customer Bill of...

Rights JetBlue offers voluntary compensation when a flight delay or cancelation is consider to be something we could control. Weather is an uncontrollable event and compensation is not offered for disruptions caused by weather.We see that JetBlue flight #[redacted] was delayed due to a weather caused Air Traffic Control ground delay program in JFK which affected both planes arriving and departing. It is most often not possible to accurately predict the length of such delays.You booked your travel through a travel agency and there was no contact information for you, either email or telephone, for us to send you messages about the delay. Customers can sign up for notifications on www.jetblue.com and receive the notices and updates in the format they prefer. JetBlue.com also has updates on flight status for customers to view. For future reference, recommend that customers consider purchasing travel insurance to help cover costs in such situations. Some credit cards may have insurance as part of the benefits offered when the card is sued to purchase the flights or it can be inexpensive to add on for a trip. To view our Bill of Rights in its entirety, including Controllable and Uncontrollable Irregularities, please click on the link below:   http://www.jetblue.com/flying-on-jetblue/customer-protection/ (Copy and paste the link if you are unable to click on it) We respectfully decline compensation for this unavoidable delay. We 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...

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 thier Online Complaint System. We appreciate the opportunity to review...

your concerns and offer additional information. After review of your expressed concerns, Emirates has the six month expiration rule and they were the ones who declined the request to be added to your JetBlue TrueBlue account based on that information. We have added your JetBlue segment Detroit to Boston in the amount of 505 points to your account based on our guidelines. Your flights in July 2014 were requested on our behalf and rejected by Emirates. The reason they stated was that G is not a qualifying fare class. This determination is based on Emirates terms and conditions, not on JetBlue. [redacted], we hope this information helps clarify your concerns. We regret based on Emirates decisions we are unable to issue you any additional TrueBlue points at this time. Thank you for choosing JetBlue. 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 of your continued frustration. Again, confirmation [redacted] reflects your flight was not overbooked and no one was denied boarding; as such, you did not qualify for denied boarding compensation. We apologize if you misunderstood the information provided to you at the airport.Our recoreds indicate JetBlue did not experience a downgrade of the aircraft, the flight was 10 minutes late departing the gate and was off the ground at 11:06 P.M. EST. The airport leadership has confirmed you approached our ticket counter after the flight left we offered to rebook with no fees. It is documented you attempted to contact your family before you made the decision to not rebook your flight. We are pleased to know the airport offered to waive all fees as a customer courtesy. Per your request, a refund was issued the next day as you would not be traveling. The following are the refund details: PNR: [redacted]                            RFND NBR:[redacted]                                 ...⇄ NAME:[redacted]/[redacted] MISS                                      ...⇄ TICKET REFUNDED: [redacted]                                   ...⇄ FULL REFUND: 24DEC17/1630/9YO                                ...⇄ FOP:[redacted]  AMT: USD 523.19                           REFUNDED FARE USD-460.27                                   ...⇄ -34.52US1 -9.00XF -11.20AY  -8.20ZP                                    �...⇄ TOTAL USD-523.19Again, we must respectfully decline your request for any compensation to be issued for this incident.Thank you again for choosing JetBlue. Kind regards,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 are happy to respond to Mr. [redacted]’s concerns.   We are sorry for his disappointment that he did not qualify for the Getaways...

promotion. As a gesture of goodwill, we have issued a JetBlue credit in the amount of $200 to a Travel Bank account. The account number is [redacted] (the same as his TrueBlue account). 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. When you select your flights and reach the payment screen, click on Travel Bank under Apply JetBlue Funds. You can check the 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] on JetBlue again soon. 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 apologize for the misunderstanding and lack of...

notations from our Portland, Me crew. The refund to your credit card has been processed accordingly. Below is receipt of this:
RFND NBR:[redacted]
NAME:[redacted]/VOIDTRANSACTION
TICKET REFUNDED: [redacted]
FULL REFUND: 28MAY15/[redacted]/HB0
FOP:[redacted] AMT: USD [redacted]
REFUNDED FARE USD-[redacted]
TOTAL USD-[redacted]
Thanks for choosing JetBlue. We hope to welcome you onboard again soon.
[redacted]
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 clarify your account details showing that Prior to...

June 17, 2013 all TrueBlue points expired one year of inactivity. Your TrueBlue account does not show any qualifying activity between May 16, 2012 and May 30, 2013 regrettably, your points expired and cannot be reinstated.
TrueBlue accounts have always been self managed accounts. All consumers are responsible for their point balances and making sure they are accurate. As stated, the guideline prior to June 17th was always --points expire one year from the date the are earned unless there is qualifying travel or JetBlue American Express points that extend the life. We regret any misunderstanding.
JetBlue works hard to be fair to all of our customers and in an effort to honor the integrity our these guidelines we are respectfully declining your request to reinstate 3538 points that did expire due to no activity for the year mentioned above.
We wish you all the best with future travel and hope JetBlue is considered.
Warm 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 the original flight...

you were booked on and did not make was not overbooked. Overbooking would result in Bill of Rights compensation for Denied Boarding. You are welcome to review our Contract of Carriage for the specific terms regarding denied boarding. In this case, you were not present for the check in time and the flight did close. We regret any misunderstanding and disappointment you may have. Our records show you were offered the next flight, a credit of $75.00 as a gesture of goodwill (which we have confirmed was placed in your account) and you did travel on flight 797 December 14, 2017. . Although we cannot share all our business decisions as far as coaching and feedback go, we sincerely regret that you remain unsatisfied with the outcome.   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 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'd like to address the concerns you've indicated but need the original confirmation...

you booked and subsequently canceled travel on.
Also, please keep in mind that Travel Bank credits expire one year from the original date entered so if you used travel bank as a form of payment on the now canceled travel this could be the issue.
As soon as we have the details to research we are happy to respond accordingly.
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 complaint filed by [redacted] and are responding through your Online Complaint System. We appreciate the opportunity to...

provide information regarding confirmation [redacted]. The flight in question was not overbooked and no one was denied boarding; as such, Miss [redacted] does not qualify for denied boarding compensation. JetBlue did not experience a downgrade of the aircraft, the flight was 10 minutes late departing the gate and was off the ground at 11:06 P.M. EST. When you approached our ticket counter after the flight left we offered to rebook with no fees. It is noted that you had to contact family before making a decision. Further notations indicate we were happy to waive the fees for rebooking travel and the airport would discuss your concerns with the crew working. The next day, you opted for a refund as you would not be traveling. Below is receipt of the refund processed:  PNR: [redacted]                            RFND NBR:[redacted]                                 ...⇄ NAME:[redacted] MISS                                      ...⇄ TICKET REFUNDED: [redacted]                                   ...⇄ FULL REFUND: 24DEC17/1630/9YO                                ...⇄ FOP:[redacted]  AMT: USD 523.19                           REFUNDED FARE USD-460.27                                   ...⇄ -34.52US1 -9.00XF -11.20AY  -8.20ZP                                    �...⇄ TOTAL USD-523.19 We regret any misunderstandings, [redacted]. We have conducted our research and in an effort to honor the integrity of our guidelines no compensation is being offered. We appreciate you choosing JetBlue and hope we have an opportunity to serve you again sometime soon.  Kind regards,Kelly HewittJetBlue | 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 your Online Complaint System. Our notations in the reservation...

indicate late arrival to the airport as well as to the gate. As it turns out, we have no control over TSA and how they inspect wheelchairs, nor are we able to hold an aircraft. We did respond on contact ID [redacted] and explained the ticket purchased by an online travel agency was non-refundable. At that time we also declined reimbursement for the rental car fees. Prior to this, the agent did contact another carrier and there was a flight available 2:30 but the rental was chosen instead. We do feel we have assisted to the best of our ability. In an effort to honor the integrity of our guidelines we are respectfully declining the request for reimbursements.We appreciate you choosing JetBlue and hope to welcome you back onboard again soon. Kind Regards,KellyJetBlue Executive Office