JetBlue Airways Corporation

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 and sympathize with this...

complaint and regret her disappointment with the services JetBlue provided. We realize her plans were to celebrate this time with her family in Jamaica when her husband was not allowed into the country. We understand that she chose to return rather than stay by herself. Although we sincerely regret the circumstances which have prompted [redacted] to consider legal action, we recognize her prerogative to go forward with this if she wishes. We have reviewed the facts, including the terms of our Contract of Carriage in reference to this situation. After a review of the facts, we must deny her the refund or compensations she is requesting because JetBlue cannot be held responsible for the above circumstances and her decision to not stay at the hotel. According to the terms and conditions of their vacation package, she would have to cancel up to 14 days prior to her stay in order for them to give a refund or rebooking of the resort. This is in accordance with the customer's agreement to the terms and conditions set when they booked this package. Also, since [redacted] and her husband took both of their planned flights, we cannot agree to issue a refund for their reservations. We sincerely regret that they could not enjoy their time in Jamaica as they had planned due to a set of unforeseen events and circumstances that could not be controlled by JetBlue. Kind regards, Shauna 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. Mr. [redacted], Thank you for the reply to JetBlue and the Revdex.com. We appreciate being able to respond further. The statement regarding seat guarantee is correct, we reserve the right to change the seats as they are not a guarantee. You will be on the flight, however if there is an operational need for a specific seat selected, your selection made at the time of booking could change. Cherish stated we are unable to confirm what happened in your case and we continue to support this finding. The credit issued was intended as a gesture of goodwill and to invite you back to travel. We regret you remain disappointed. We appreciate the feedback and will forward all concerns to our Airport and Inflight Leadership teams for coaching and feedback. We wish you all the best and hope you will choose to travel with JetBlue again soon. Kind Regards,KellyJetBlue 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 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'd the opportunity to assist you but have very little information to work with....

Please respond to this inquiry with a confirmation number or your ticket number so we are able to research the statements you are making.
We look forward to hearing back from you soon.
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]

Complaint: [redacted]
I am rejecting this response because:Thank you for your prompt response. Rather than focusing on who does/does not have jurisdiction over JetBlue under Airline Deregulation Act and never-ending apologies of something that will be done to the next customer, I think you need to do something different here. You have canceled my flight and made me re-book through American Airlines with layover, which I could have purchased for about half the price at the time of booking a vacation with JetBlue. Because of your last-minute cancellation (less than 24 hrs), I was forced to pay more than refund I received from JetBlue. Your flight cancellation has cost me money, inconvenience, longer travel time and all I get in return is your apology. If you do not see anything wrong here nor willing to do something about it besides sending apologies (about cancellation, about representative that mishandled my case over phone), you are in wrong line of business. This is very unprofessional and unacceptable way of treating customer. I have reached out to you to express my dissatisfaction and give you a fair chance to make things right, to which you started as Revdex.com does not have jurisdiction over JetBlue. I will certainly reach out to NYS attorney general, JetBlue entire C-level management regarding unethical business practices JetBlue is using and will share my experience on every traveling forum I get a chance to. The way I was initially treated and my complaint was handled after, is certainly unacceptable.
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 Dear Ms. [redacted],We have received...

your complaint to the Revdex.com and are pleased to respond.Our records indicate that you purchased a flight for March, 2017 in the amount of $103.20 by using a JetBlue credit that carried an expiration date of February 19, 2017. Because this flight was canceled, the credit reverted back to it's original expiration date. Our records also show that you used $30.20 for another ticket which has also been canceled, and the full credit of $103.20 expired and is now unavailable for use. We certainly understand your situation where you are now unable to travel until the end of your pregnancy due to medical advice. We are pleased to reinstate the credit and would be pleased to welcome you when you are able to travel again.We have issued a $100 credit to your JetBlue Travel Bank Account. We understand a credit does not take away your unfortunate experience; however, we hope you will accept it in the spirit of goodwill intended. The details are as follows:User ID for [redacted] - [redacted]Password: Sent via separate e-mail [redacted]Service Credit: $100Expiration Date:  March 27, 2018This credit is available to purchase future airfare with JetBlue. The expiration date is the day by which a reservation needs to be booked. To book a flight using your credit, visit JetBlue.com and select your dates of travel and city pairs.  At the payment screen, please select "Apply JetBlue Credit."  You will be prompted to enter your User ID number which is noted above.  You will then be asked for a password which is being sent to this e-mail address.  Please save this information as you will need it to book travel using your credit. You will then be prompted for a credit card if there is any remaining balance owing for your travel.We wish you the best in your pregnancy, and hope to welcome you onboard again soon. Thank you for choosing JetBlue!Kind regards, Sherri 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 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. Flight 9 on July 13 was delayed by an Air Traffic Control ground delay directive due to weather in the route. This had affect previous flights, causing a slight delay in arrival to JFK. At JetBlue, the safety of all our customers, crewmembers and aircraft have always been our top priority. Although we understand and sympathize with his situation, we respectfully deny his request for a refund of $686.16 because he took the flights. Each customer onboard your flight is scheduled to receive a JetBlue credit in accordance with our Bill of Rights. We are glad to see that [redacted] was able to use this credit for another JetBlue booking. We look forward to welcoming him and his family onboard JetBlue soon. Regards,Shauna JetBlue | Customer SupportExecutive Offices

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to address Mr. [redacted]’s concerns.
We sincerely regret...

he was served a container of juice past its expiration date. We are sorry for any concern or discomfort this was for him. As mentioned in our previous correspondence, this incident has been shared with the appropriate leadership teams and we thank him for bringing it to our attention.
As a gesture of goodwill, we have issued a JetBlue credit to his Travel Bank. We understand it does not take away this unfortunate experience, but we hope he will accept it in the spirit it is offered. The Travel Bank details are as follows:
User ID #[redacted]
Service Credit: $[redacted]
Expiration Date: January 25, 2017
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. The account password will be sent by separate email.
To book a flight using a Travel Bank credit, visit JetBlue.com
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 hope to have a future opportunity to serve Mr. [redacted] on JetBlue and regain his trust.

Complaint: [redacted]
I am rejecting this response because:
No options. Zero 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] and are responding through your Online Complaint System. We genuinely appreciate the time you...

have taken to share your concerns. Please accept our sincere apology.We realize the customer inconvenience when a flight does not operate as scheduled, and we do make every possible effort to prevent such irregularities. We can assure you that safety is always our highest priority when determining to cancel and re-accommodate a flight. When a flight is canceled by JetBlue we will re-accommodate on the next available flight or refund the flight. As you were re-accommodated, generally compensation isn't offered. Our records indicate that your travel was booked with a Travel Agent. As a token of apology for your overall experience, a JetBlue credit has been applied to a Travel Bank account. We understand a credit does not take away this unfortunate experience; however, we hope you will accept it in the spirit it is intended. The details are as follows:User ID #[redacted]User ID #[redacted]User ID #[redacted]Service Credit: $100 eachExpiration Date: October 10, 2018This credit is available for use on future travel with JetBlue. 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 sign in to your 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.cert.sabre.com/tbank279/user/login.htmlWe value you and your family as  JetBlue customers and we hope to serve you onboard JetBlue in the future under better circumstances.Sincerely,Debbie C[redacted]JetBlue | Customer SupportExecutive OfficesTell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Their customer service rep provided wrong info to me (before I had made the booking - while I was looking at the fares) but looks like they are not willing to accept that they had given wrong information. I appreciate Revdex.com's intervention to get this resolved. Please mark this as a resolution but this might be my first and last time doing business with Jet Blue.
Sincerely.

Complaint: [redacted]
I am rejecting this response because:
You did not address my concern at all or even mention it in your response . My concern is that no one was available to assist my handicapped daughter. That is why I arrived at the baggage claim 30-40 prior to departure. I was at the terminal earlier than that but no one was available to assist my family. Responding to my decline of the paper boarding passes, yes, that is true. But I indicated to the counter person that I had 3 electronic passes on my phone and my daughters was locked out. She said to proceed to the security check in. It would have been irrelevant anyway if I accepted paper boarding passes because my daughters pass was locked out and even the manager (Milady) had a hard time unlocking it, so I would have missed my flight anyway if I would have accepted the paper copies to begin with. It's not my fault that the passes were locked out because of handicapped issues.  You failed to mention that a lot of time was wasted by the baggage lady searching for assistance while I was at the baggage claim as I indicated in my original letter. I acknowledge and appreciate the food vouchers, but they were given to me around 9 or 10PM and everything in the terminal was closed already, so what good was it. I also appreciate the flight the following morning, but JetBlue makes it sound like they are doing me a favor for something they did wrong. It was not my fault that I missed my flight, especially when my bags were checked. Wouldn't that indicate that I was going to make my flight, otherwise why would you check my bags if I wasn't going to be on the flight.As a business owner, the $50 credit given to me is a win win for JetBlue, not me. I come back and end up spending more money on another flight equals more profits for JetBlue. I understand how this works, give the customer something to recognize them, but they still have to spend more money.My main concern is that there was no one available to service my handicapped daughter and her pass being locked out. As indicated in my original letter, I have filed a complaint with the ADA and will take legal action if necessary.  My hope is that we can come to a reasonable solution. At minimum, a full credit for a future flight, not $50 credit where I have to spend more money.
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 regret the circumstances that led you to write to Revdex.com.
Our...

records show Ms. D[redacted] has spoken to you today, July 30th and resolved the issues presented. For the record--below is receipt of the refund she processed for you:
RFND NBR[redacted]
NAME:W[redacted]/ERIN E MS
TICKET REFUNDED: [redacted]
FULL REFUND: 30JUL15/0942/HAI
FOP:[redacted] AMT: USD 216.00
REFUNDED FARE USD-216.00
TOTAL USD-216.00
In addition to this you've also been given a Travel Bank credit for the same amount. We do support the work completed today and consider the matter closed. Again, we regret this was such a poor experience for you and hope we can do better next time.
We appreciate you giving JetBlue an opportunity to resolve the matter, Ms. W[redacted]. We hope to welcome you back onboard 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 Mr. [redacted] and are responding through your Online Complaint System. Our records show the route chosen was...

with a Cuba destination. There is tax involved and this amount was paid at Fort Lauderdale. Below is receipt of this information:TKT:[redacted]     ISSUED:24JAN17   CTY:FLL   STA:21031006                           NAME: [redacted]                                   ...⇄ FOP:BA[redacted]   AMT: USD     50.00                           EXP:[redacted]    APPV:155017                                  �...⇄ QTY COD ITEM/SVC                     COST      TAX      TOTAL                           01  010 CU-TOURIST VISA             50.00     0.00      50.00                           COST : USD        50.00                                     �...⇄                                         ...⇄ USD        50.00 We hope this information has been helpful. There is no refund currently do for this charge as it was valid and paid at the counter.  Thank you for choosing JetBlue. We hope to welcome you onboard soon. Kind regards, KellyJetBlue|Executive OfficeCustomer Support

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 we are responding through the Revdex.com Online Complaint System. We appreciate the time you took to...

share with us your feedback about your recent experience and 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 and had issues. We are also happy to hear of the excellent customer service you received from JetBlue. It was a pleasure to read your message and we're happy to hear Deon did such an excellent job in assisting you! Our mission is to inspire humanity, and we're very proud of those outstanding crewmembers who consistently demonstrate a passion for excellent customer service! We will forward your message to our Leadership Team so that Deon will receive recognition for the kind help.For future reference, 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.We are pleased to see you called us back and were able to take advantage of our Honor the Lower Fare program on May 22, 2017 for the fare difference of $30. In addition to being able to reprice your ticket to a lower fare, we show you received a special customer courtesy and were issued a refund to your original form of payment, instead of the travel bank credit as stated in our guidelines.[redacted], thank you again for reaching out to us. Without valuable feedback from our customers we would not know the areas of our service that needs our attention. We look forward to welcoming you onboard your upcoming JetBlue flights. Kind regards,JeniferJetBlue | Customer SupportExecutive Offices

Complaint: [redacted]
I am rejecting this response because:The customer service manager at JFK airport for JetBlue told us we would be reimbursed for our lodging and meal, therefore we booked a hotel because of the information they provided us.  Had we been given the customer bill of rights to read and understand that evening, we would not have gotten a hotel room.  As a consumer we feel like we were prayed upon by the airline at a time when we were already victim of a senseless tragedy.  At a minimum JetBlue should give us a $400 lump sum instead of JetBlue cash as we will never fly JetBlue due to the lack of transparency that the airline displays.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This response doesn't address the poor customer service and total lack of empathy received when I spoke to a customer service representative about frantically rebooking a flight. I don't want to be reimbursed for the new flight, but you should at least acknowledge how much of an inconvenience this caused. You show no empathy either. JetBlue is the new United. No need to reply and this issue can be closed. 
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:
Although a confirmation was not provided in this inquiry, based on the email address...

provided we were able to locate a reservation for Denard T[redacted] and Ebony F[redacted]. Provided this is the correct confirmation we are sorry to hear of the issues experienced on the website.
JetBlue did release a new Fare Option on June 30th but the flight in question, again, assuming this is the correct one, was booked over the phone with fee waivers on July 1st. All fares are subject to change until purchased. We regret any misunderstanding of this. Although we are unable to honor a fare previously displayed what we were able to do is upgrade the seats for both persons traveling. Denard and Ebony are now seated in our Even More Space seats in row ** and **.
We have resent email confirmation of the itinerary to all email addresses associated with the reservation. We hope you will accept this resolution in the spirit intended. We look forward to having them both onboard tomorrow for their flight to Denver.
Warmest Regards,
Kelly
Corporate Customer Support
JetBlue Airways

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

top priority, we're sorry to learn of the difficulties you experienced during your recent travel. We recognize you have previously wrote in regards to this complaint. We are sorry you have been unhappy with our response. We see that our Crewmembers declined your request to reimburse you for your airfare, and we stand by that decision and deny your request as well. We are sorry you declined our previous offers to issue each Customer on your reservation a $150.00 JetBlue Travel Bank credit, for a total of $750.00. However, we can still offer this to you and your family. If you choose to use them, they will be good for one year from the date of issue. For ease of use, we would be happy to issue them all under your name as well.We recognize by offering this credit can not take back a negative experience, but we offer it to offset your hotel costs as well as a gesture of goodwill and as an apology for your inconvenience.Feel free to call 1-800 JETBLUE or reach out to us by email at [email protected] if you change your mind regarding the credit, we have noted your account in this regard. Thank you for being a value Customer and we look forward to serving you once again.Sincerely, NicoleJetBlue | Customer SupportExecutive OfficesTell us why here...