JetBlue Airways Corporation

Complaint: [redacted]
I am rejecting this response because:On July 12, 2015 12,200 points was returned to my account.  On July 12th we booked 2 roundtrip tickets online at JetBlue.com. We had problems online and called JetBlue to go over the reservation.  When calling JetBlue they made corrections to the original ticket that was booked online, this resulted in the 12,200 points being refunded to the account.July 12th, 2 roundtrip tickets were purchased.  The returning flight for one of the passengers needed to be changed.  JetBlue was then called July 26th, 2015 to change ticket date.  JetBlue said the difference had to be paid in points.  There were no points left in the account to make up for the difference, so the difference had to be paid by credit card.  JetBlue said an entirely new return ticket needed to be purchased because they could not take a credit card to make up for the difference.  The 2 confirmation codes I have already sent to you shows that and entirely new return ticket was purchased.The return ticket WAS  NOT CANCELED!  We called to have the dates change.  JetBlue policy stated to purchase an entirely new return ticket.  I'm asking for my points to be returned on the original return ticket.  Please see that the July 12 refund was not due to this issue.  The online system was down and resulted in us calling JetBlue to correct the errors.  The 12,200 points were returned due to online errors.  I'm still waiting for the refund for one of the return flights.
Sincerely,
[redacted]

Dear [redacted],Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint you filed and are responding through the Online Complaint System. Again, we are sorry to hear of your continued disappointment with our response. As we previously mentioned we certainly understand the situation presented when your outbound flight was canceled on a different airline and the disappointment it was when your return flight was a non-refundable ticket. Again, in an effort to honor the integrity of our guidelines, we are respectfully declining your request for JetBlue to issue a refund to the original form of payment for your canceled flight. We hope you found our crewmember to be kind and courteous when they extended to you a customer courtesy and waived the cancellation fee of $100 per person. [redacted], we feel that we have assisted you with fairness and to the best of our ability and we do hope to have the privilege of serving you again sometime in the future. 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 nevertheless provide the following response:
We regret you are not willing to accept the gesture of goodwill that has been offered. You are correct, the credit is not transferrable but anyone can use it, you do not have to be the traveler; you can book a flight and apply the credit to a person who might be able to utilize the credit in the timeframe it remains active.
We do feel we have been fair and reasonable with our responses and although we are respectfully declining your request to remove the expiry date, we do hope to welcome you back onboard JetBlue in the future.
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] as well as Dr. [redacted] and are responding through your Online Complaint System. We...

regret your continued disappointment and send our condolences for the passing of your grandmother last year. We can assure you we have reviewed the details of each reservation provided and see that the flights went to a no-show status as we were not informed until after the fact. We did respond on contact ID's [redacted] and [redacted], waived the fees and noted each reservation as such, placed $572.20 into each travel bank account and disclosed information accordingly. In an effort to honor the integrity of our guidelines we are respectfully declining the request for a refund to the credit card. Your credit carries a one year expiration date. It appears this credit is close to that date. We strongly encourage you to use this credit or allow family or friends to use it before it expires. 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 with satisfaction. We hope to welcome you onboard JetBlue soon.  Kind Regards KellyJetBlue Executive Office

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 disruption to your travel plans on Confirmation [redacted] and for the late hours at the airport.   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. The next available flight is the next flight with seating available and may not always be the very next flight due to seats already being sold out on other flights. We appreciate knowing that you were re-accommodated.   We realize that this was a frustrating situation for you and we have issued credits as our apology. We understand a credit does not take away the experience; although we hope you will accept the credits issued in the spirit of goodwill intended. The details are as follows:   User ID # [redacted] User ID # [redacted]   [redacted] User ID # [redacted]    [redacted] Service Credit: $ 50 each Expiration Date: June 3, 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 genuinely value you and your family as a JetBlue customers and hope you will allow us the opportunity to serve your future travel needs under better circumstances.

Complaint: [redacted]
I am rejecting this response because:No resolution was offered. I am very disappointed in JetBlue's customer service. It used to be much better. 
Sincerely,
Alan W[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. Dear [redacted],We appreciate the opportunity...

to address your concerns.We’re sorry to hear that your experience was not as pleasant as it should have been. Please know that 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, cancellations, and other last minute changes due to weather, and other abnormalities of air operations necessary to ensure the safest possible operation. We regret the difficulties the cancellation personally caused you as you did not have phone or internet service to know about the change. Although we’re not offering reimbursement for consequential expenses due to winter storm Toby, if you purchased travel insurance, you can submit your unexpected expenses to your travel insurance company for consideration. If you selected insurance from Allianz Global Assistance (our independent provider) during the booking process, please visit jetblue.com/travel-insurance for more information about filing a claim.While we never want our customers to encounter disruptions, cancellations are sometimes unpreventable. Although we don’t offer airfare refunds in situations where a flight has been taken, we’ve issued a $100.00 JetBlue credit as a gesture of goodwill. Your credit now totals $115.00.  While we understand this credit does not change this unfortunate situation, we hope you'll accept it in the spirit it is intended.Your username is [redacted] and information about this credit has been sent to your email address. You may choose to allow a friend or family member use the credit. Credits are valid for one year from their original date of issuance, so when you're ready to book a flight, visit jetblue.com and choose Travel Bank as your first form of payment. If you'd like to check your balance or transactions, or if you have any additional questions about credit, visit bit.ly/JBcreditFAQ.[redacted], we thank you for choosing JetBlue. We hope for a new opportunity to serve you so that we may provide a more positive experience.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 are pleased to reply
to Ms. [redacted].
With customer
service a top JetBlue priority, we are sorry to learn of the difficulties she
encountered in Santiago. We share her concern that her request for a female
agent to conduct a personal search was not provided and will forward this to
the Santiago Leadership Team for training purposes.
As a gesture
of goodwill, we have issued an additional $[redacted] in JetBlue credit to her Travel
Bank. Combined with the $25 credit she has already been given, this equals the
amount of her one way air fare. We must respectfully deny a refund to her
credit card.
The Travel
Bank details are as follows:
User ID #[redacted]
Service Credit Balance: $[redacted]
Expiration Date: May 30, 2016
 
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. She 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 reach the payment screen, choose "Apply JetBlue
credit" as the form of payment. 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 welcoming Ms. [redacted] on
JetBlue again soon and hope to regain her trust.
 
Debbie [redacted]
Recovery Specialist
JetBlue Airways

Complaint: [redacted]
I am rejecting this response because:The cost of the flight should have not cost me $837! I've kept an eye out on flights with Jetblue AND competitors and no flight, even if booked 1 hr before take off, has cost more than $500. I was rushed to get the situation handled and your 'help link' says your reps do their best to offer the lowest ratest and that certainly did not happen. Also, it should be prompted that a ticket must be purchased for the child while purchasing round trip tickets. Sure it says it in your "help link" but while doesn't it reject the purchase? Or a rep call the buyer? Or even have a pop up warning if the DOB of the child, contact info and other is provided. I refuse to let Jetblue get away with this. $837 for a child's plane ticket is ridiculous!
Sincerely,
[redacted]

Dear [redacted], Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve response you filed and are responding through the Online Complaint System. We appreciate your additional response. We certainly understand this was a frustrating experience, and we are sorry to hear of your continued disappointment.We have taken time to review the situation presented, and we feel that we have assisted you with fairness and to the best of our ability by issuing compensation in the form of 2- $100 customer goodwill credits ($200 total), hotel accommodations and meal vouchers. Although we must respectfully decline any requests for additional compensation over what we've already issued, we do hope to have the privilege of serving you again sometime in the future. Again, as previously mentioned, we have shared the specific details of your feedback with at the appropriate leadership team for review as we evaluate the areas in which we can improve the quality of our service.Thank you again for choosing JetBlue.Regards,JeniferJetBlue | Customer SupportExecutive Offices

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I do not understand why a refund can not be returned considering the airline is making monies from a situation such as the one I am experiencing. I would like to know what happens to my money after it is held hostage for a (1) year; and not returned to me.

Complaint: [redacted]
I am rejecting this response because:   It falls short of my estimated 3x points for Amazon shopping.  I have indeed followed the steps that you outlined above. My computer cookies are enabled.   As detailed, we use Amazon.com frequently for all types of purchases.  None are on the restricted list that you provided.  I estimate my shopping to be approximately $2000-2500 during the time period outlined.  I can provide order numbers and totals if you would like more details.
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 will be happy to research this complaint.  We will need additional information to locate the reservation:JetBlue Confirmation Code (six...

letters)Ticket Number (13 digits)Name of Customer as it appears on the reservation.We look forward to hearing from the customer again and hope to resolve their concerns.

Complaint: [redacted]I am rejecting this response because: A credit towards a future getaway package is useless that assumes that I will purchase; and I won't. I don't want a credit I want reimbursement. By there own written policy, JetBlue requires passengers on int.l flights to be at the airport with boarding pass 1-hour prior to departure. Relying on Touracao Tourism later schedule p/u and the fact that the flight left early, I would not have made it. 
Sincerely,
John [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. Dear [redacted], Thank you for taking the...

time to share your disappointment in regards to you being removed from your recently scheduled JetBlue flight. We appreciate the opportunity to research and address your concerns. It has always been our goal to offer extraordinary service to every JetBlue customer. Among the most important services we extend is that of safety, not only for our valued customers, but for our crewmembers and aircraft as well. To this end, we recognize and uphold our obligation to ensure that every customer and crewmember experience a safe and pleasant flight. The decision to remove anyone from a flight is serious and we will avoid it whenever it is the best choice. This determination is made only after careful consideration of the safety of all and the specific guidelines of our Contract of Carriage. We trust the judgment of our crewmembers on site who are empowered to make this decision.   In our research of the facts available on your claim, we found you were removed from the flight due to questionable behavior and argumentative comments. This is in accordance with our original agreement, or our Contract of Carriage, between each customer and JetBlue upon confirming a reservation. We refer to the section that states JetBlue has the right to refuse transportation or to remove any customer whose conduct is, or has been, observed or established to have been disorderly, abusive, offensive, threatening, intimidating or violent as well as someone who appears to be intoxicated or under the influence of drugs. The complete text of our Contract of Carriage may be reviewed on our website: http://www.jetblue.com/p/jetblue_coc.pdfWe are glad you were accommodated on the next flight from Aruba without incident. Although we understand and sympathize with your situation, we must respectfully deny your request for a refund of your vacation package or any incidental expenses. We hope this information will be helpful to you as you consider future air travel, and look forward to an opportunity to welcome you onboard JetBlue Airways.Regards,Shauna JetBlue | Customer SupportExecutive Offices

Complaint: [redacted]
I am rejecting this response because:Not only is your company holding my balance of $1191.60 in your travel bank account where I am expected to pay a fee to you to did. Ridiculous, honestly. Further all of this disagreeing appears to mean nothing because at the end of a year your company stills maintains my funds. 
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. There was a series of maintenance...

delays on the aircraft being used to transport customers and communication was sent regarding the cancellation. This flight did not qualify for JetBlue bill of rights compensation because we had communicated accordingly. JetBlue's obligation, per our contract of carriage, is to place you on the next available flight by which seats are available. That may not always be the day you hope to travel and we do regret any misunderstanding of this. JetBlue does not have reciprocal agreements with other carriers. We are respectfully declining your request for reimbursement for the cost of the other flight. As a gesture of goodwill we have placed a $100 credit in your travel bank for you to use. A separate email has been sent regarding travel bank credentials and the guidelines for using travel bank. All credits expire one year from the original date entered. We appreciate the feedback regarding the customer service and will forward your information to our Airport Leadership team for coaching and feedback. We hope the wedding trip was amazing and that we have an opportunity to serve you on a JetBlue flight in the future. Kind Regards,Kelly H[redacted]JetBlue | Customer SupportExecutive Offices

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

find the confirmation for travel on August 23rd from Fort Lauderdale to Kingston and both parties on the confirmation were charged a 2nd bag fee of $35.00 consistent with our guidelines. We want to accommodate as many carry-on bags as possible onboard and ensure our standards work well for all of our aircraft types. Our carry-on size requirement will remain consistent with industry standards at 22" L (55.88 cm) x 14" W (35.56 cm) x 9" H (22.86 cm). We trust our airport crew to make sure all carry on bags fit within these guidelines. We regret hearing in Kingston they let it slide.
As a gesture of goodwill we have placed a travel bank credit for $35.00 in each of your accounts. An email with information has also been sent to each email address associated with the travel bank accounts. All JetBlue credits expire one year from the original date entered.
We appreciate you reaching out to us and hope we have an opportunity to serve you on a JetBlue flight in the future.
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 are happy to respond to Mr. [redacted]’s concerns.   We are sorry he was not able to take advantage of the TSA Precheck he is...

signed up for. Our records indicate his name on the TSA Precheck KTN (Known Traveler Number) was not the exact same as his name on the JetBlue reservation. The names must exactly match in order to add and use the KTN.   This information is available online:   https://www.tsa.gov/tsa-precheck/faq   See FAQ Does my first/middle/last name have to match the information from my trusted traveler program application?   And the answer: Ensure your airline frequent flyer profile and any previous reservations include your known traveler number. Verify that the airline has your first/middle/last name and correct date of birth and matches the information you supplied when applying for the trusted traveler program.    We are sorry for his disappointment, but we did not fail to assist him as the names did not match. We are sorry for the extended wait time for security. We are pleased to know he was offered the Even More Speed option and we must respectfully deny any compensation.    For future travel we recommend that he confirm his name on the TSA Precheck matches his JetBlue reservations. We look forward to serving him on future JetBlue flights.

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

email sent to you from a JetBlue crewmember via email: We sincerely apologize for the inconvenience this has caused.
Schedule changes are necessary as we continue to add new destinations, routes and aircraft. We make every effort to avoid schedule changes, and to accommodate customers with as little disruption as possible.
JetBlue is able to offer accommodation on another JetBlue flight (same or co-located city pairs) the day before, the day of, or the day after your original flight. If you're unable to find a new flight that meets your needs, you have the option of canceling your reservation for a full refund to your card. Our Contract of Carriage, section 25 outlines our failure to operate as scheduled obligations and you are welcome to review this at: http://bit.ly/1qzZyWA
You opted for a refund and this has been processed accordingly. We regret any misunderstanding of our obligation to customers. In an effort to honor the integrity of our guidelines we are respectfully declining your request for additional credits or refunds.
We offer our congratulations on your upcoming nuptuals and hope your return flight home on JetBlue from Montego Bay is uneventful, [redacted].
Warmest Regards,
[redacted]
Corporate Customer Support
JetBlue Airways