JetBlue Airways Corporation

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. Thank you so much for your help in this matter. 
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 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:
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:No resolution was offered. I am very disappointed in JetBlue's customer service. It used to be much better. 
Sincerely,
Alan W[redacted]

Complaint: [redacted]
I am rejecting this response because:As expected Jet Blue shows no interest in resolve their customer issues. I’ll go ahead and use my social media to help other people and bring awareness to Jet Blue shady business practices. 
Sincerely,
[redacted]

Dear Ms. [redacted], We realize that
Maryland has consumer protection laws, but state law does not have jurisdiction
over JetBlue under the express preemption clause of the Airline Deregulation
Act. Federal law and the DOT (Department of Transportation) regulations govern
airlines....

 Thank you for
your email to JetBlue Airways. We appreciate the chance to respond to your
recent inflight experience. With customer
service a top JetBlue priority, we are sorry to learn of the difficulties you
encountered during your flight. Although we trust the judgment of inflight
crewmembers, we regret we are unable to answer to the specific situation
onboard your flight due to unknown variables; however, we recognize your
frustration with the uncaring manner in which you were treated. We apologize
that your experience was not what you felt it should have been and you were
embaressed about the whole situation. On future
flights please keep in mind when a cockpit is blocked it is due to flight
regulations and we ask our passengers to approach the station and/or restroom
at the other end of the plane for all needs. We value your feedback and take
all of these comments and concerns into consideration because feedback helps us
improve as a company. We will ensure that your experience is taken directly to
the appropriate leadership team for training purposes, especially as we
evaluate the areas in which we can improve the quality of our service. As a gesture of
our goodwill we've issued a $** JetBlue Travel Bank courtesy credit. We know a
credit cannot take back a bad experience; however, we issue compensation as a
gesture of goodwill and an invitation to travel with us in the future, so we
have the opportunity to provide a more positive experience. The details are as
follows: User ID #
[redacted]Service Credit:
$[redacted]Expiration
Date: November 10, 2016 This credit is
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; not
flown. To book a flight using a Travel Bank credit, visit jetblue.com and
choose Travel Bank as the form of payment.
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. We know our
customers are the reason JetBlue continues to enjoy success as an airline. We
do hope that you will use your credit and fly with us again. We look forward to
seeing you aboard a JetBlue flight sometime in the near future.
Kind Regards,
Jenifer
Corporate
Customer Support
JetBlue Airways

Complaint: [redacted]
I am rejecting this response because I am very disappointed that JetBlue is not willing to do anything else for completely ruining my travel plans and not even refund me the full flight costI will be looking elsewhere for my travel needs in the future.
Sincerely,
[redacted]

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to clarify the booking:
Online when you book...

multiple airlines there is a filter button for specific class seating. Since JetBlue flights are specific, when booking Hawaiian flights you must select the radio dial that will filter the classes they offer for booking.
Our records show, for the itinerary you did have, this was not the case. You booked a general class for the Hawaiian portion. We also show that you elected, as you stated, to have the ticket refunded and this was processed accordingly. We are sorry for any misunderstanding. We are not able to offer first class seating without collecting payment.
We appreciate you reaching out to JetBlue. We hope to have an opportunity to serve you on a flight soon.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to offer some clarifications:
We recognize there are...

times when customers book online and inadvertantly entered the city pairs incorrectly. Per the Department of Transportation 24hr guidelines you are allowed to contact the airline and make the corrections.
Your booking was made on July 8, 2015 and you state you contacted us on July 13th. Any changes or corrections made are subject to the applicable increase in airfare and change fees. As a courtesy we have noted the account that we are willing to waive the change fee but any increase in airfare will be your responsiblity and it will be whatever fare is being offered when you call. Please utilize our toll free number [redacted]) and any crewmember can reference the notations made for the change fee waiver only. Increase at the time of change will still need to be collected.
Although this may not be the outcome you had hoped for we do look forward to having you onboard JetBlue soon.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Dear Revdex.com, We have reviewed this complaint from Mr. [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.  JetBlue Vacations® expresses our sincerest apologies for any frustration experienced while searching their family vacation plans on our website.  On rare occasions our inventory reflected on jetblue.com encounters a delayed connection with our Business Partners inventory. This allows our customers to view, for example, a hotel room or price when the inventory no longer is available. Upon trying to submit payment, our system then is able to link to our Business Partner and confirm there is no inventory available. This is why an error message is received instead of confirmation. Regrettably, as we await the two systems to link and update this error will remain. It does not happen often, and we do again apologize for the frustration experienced. As a gesture of goodwill for the inconvenience, we have upgraded the customer's seats on both outbound and return flights to our Even More Space seats.  With each seat regularly priced at $75.00, this is a value of $600.00.  This complimentary upgrade will provide expedited security passing, pre-boarding on the aircraft, and four inches more legroom in front of the seats. We truly value our customers and wish the [redacted] Family a marvelous time in Turks and Caicos. YvetteJetBlue Vacations Customer Service 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 Ms. [redacted]:We have reviewed...

this complaint and request from Ms. [redacted] and welcome the opportunity to address her concerns. We understand she has contacted JetBlue directly on this matter and our response has not met her expectations. We realize she has been working with our Central Baggage Services (CBS) team on a resolution and that she feels it is not what she wanted. At JetBlue, all our baggage claims must be reviewed and handled by CBS to remain consistent with the guidelines set for these claims. We support their decisions and trust that they are based on the facts that are available and we must respectfully deny Ms. [redacted]'s claim for $910.00. Any rebuttal would have to be addressed directly to the CBS team. JetBlue Central Baggage 3676 West California Ave. Suite B103 Salt Lake City, Utah 84104 Central Baggage fax number 1-801-322-6629 Central Baggage toll free number 1-866-538-5438The following information may also be helpful:Delayed Baggage Claim If your baggage has been delayed or damaged, it's important to make a baggage claim with a JetBlue crewmember while you're at the airport. If you need to make the claim once you've left the airport, please call the JetBlue Baggage Service Office at your arrival airport within four (4) hours of landing.For a list of our specific airports, click here Baggage Claim Follow-upTo follow up on a baggage claim, click here to use our online baggage claim system, or Central Baggage Services can be reached at 1-866-538-5438

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 understand that you have not been satisfied with the answers you have received however accurate they have been. We appreciate your suggestions and your concerns and forwarded your them to our Getaways Management team for review and discussion. At this time we are supporting their efforts made and respectfully decline any further courtesy credits or credit card refunds.
We wish you all the best with any future travel and can only hope JetBlue will be considered in the future.
Kindest Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Complaint: [redacted]
I am rejecting this response because: this response is ridiculous. Your customer service sucks and that is all you have to say. And to not take care of your customers is absolutely absurd especially when it was your companies fault that we missed our connecting flight. And was told by your employees that we would have a hotel once we got there. You don’t have to worry cause we will never fly your airline again. And I will be putting a review on your website also and telling all my friends and family not to use you as your customer service sucks!!!!! 
Sincerely,
[redacted]

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to provide you with a toll free number to call;...

[redacted] also gave an email address where you can lodge a complaint: [redacted]@pointsforsurveys.com
These vendors have specific criteria for surveys conducted. These terms are not goverened by JetBlue. As a courtesy we saw one of our crewmembers issued a courtesy credit for the frustrations you have experienced. We understand that you have not been satisfied with the answers you have received however accurate they have been.
When a promotion is sponsored by another company we also must be fair and honest with that company and not undermine the intention of their promotion. We can, as an additional gesture of goodwill, issue a credit to your travel bank to assist you with a future booking. This credit is good one year from today May 6, 2015 and can be used toward new travel bookings.
Mr. [redacted] We appreciate your business and encourage you to move past your dissatisfaction with the survey points offered.
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,
[redacted]
Corporate Customer Support
JetBlue Airways

To: [email protected]: Email received - Sun 4/23/2017, Contact # [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 Revdex.com Online Complaint System. We appreciate the opportunity to respond to your concerns.While we make every effort to ensure that our aircraft departs and arrives on time, our flights, as any other airline, will always be subject to delays, diversions, cancellations, ground delays and other last minute changes due to weather, mechanical difficulties, Air Traffic Control and other abnormalities of air operations necessary to ensure the safest possible operation. We sincerely apologize your trip home was directly impacted.We are sorry to hear of your disappointment with the hotel accommodations JetBlue offered to you as a courtesy for your misconnection. We have shared your feedback with the appropriate leadership team for internal review and we apologize we have not met your expectations.We're pleased to see you and [redacted] each received a $75 credit in accordance with our Bill of Rights for a total of $150. As an added gesture of our goodwill, and to help offset your out of pocket costs such as your taxi fee, we have issued you each an additional $25 credit, your credit now totals $200.Your usernames are [redacted] and [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 credit is 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 understand that this was a very challenging, disappointing experience for you, and it does not reflect the wonderful service we want our customers to receive. We always want you to feel welcome and well cared for. We can assure you your concerns have been shared with the appropriate leadership teams who will use your feedback to make any necessary improvements. We do hope you and [redacted] will use your credit towards a future JetBlue flight. Thank you 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 nevertheless provide the following response:
We appreciate the opportunity to clarify; the next flights departing from Turks and Caicos were sold out. We apologize for any misunderstanding or any misinformation regarding sales that you have received.
In your rebuttal message you stated: ...'however, I still had to spent extra $600 to purchase from American Air and $1200 for extra two nights...' Please note that you received a refund totalling $[redacted]. Your claim of spending for other airline and hotel accomodations, based on your statement, is only $7.20 more than the flight refund you received. As stated, weather related issues are beyond our control. We do our best to place you on the next available flight where seats are available and regret, during the end of peak season, the next days flights were sold. At your request the return flight was canceled and refunded to your credit card.
As a gesture of goodwill we've added a $[redacted] per person credit to your travel bank accounts. Since two of the 4 people do not have a travel bank the credits were divided between [redacted] and [redacted]. Emails with information were sent. All JetBlue credits expire one year from the original date entered. We hope you will accept these in the spirit intended.
We apprecaite your feedback and hope despite your disappointment you will choose to travel with JetBlue again in the future.
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 Mrs. [redacted] and are responding through your Online Complaint System. We regret the circumstances that...

led you to write to the Revdex.com. We never really want to cancel a flight, however there are times, in the spirit of safety, that it is necessary. Our obligation, when we do cancel, is to place you on the next available flight by which seats are available. With limited flights to Austin this may mean the next day or days after. JetBlue does not have reciprocal agreements with other carriers and we apologize for any misunderstanding of this. If you are not flexible with travel then we will offer a refund of the original fare paid. In this case, it appears a refund was processed accordingly.In an effort to honor the integrity of our guidelines we are not offering reimbursements for a fare paid on another carrier.  We appreciate you choose JetBlue and hope we have an opportunity to serve you again in the future.  Kind regards, Kelly H[redacted]JetBlue | Customer SupportExecutive Offices

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

address your concerns, and provide you with more information about your flight cancellation on January 5, 2017 due to winter storm Grayson.We’re sorry to hear that your experience was not as pleasant as it should have been. While we never want to cancel a flight our customers are depending on, sometimes we must with safety as our top priority for all of our valued customers, crewmembers, and aircraft. We’re truly sorry for the inconveniences this cancellation caused you.     We're sorry to learn you received our flight status notification late, and we appreciate the chance to provide some helpful information.   While we send our notifications as far in advance as possible of the disruption, depending on how many emails we’re sending, there may sometimes be delays. The email's timestamp is based on the location of the mail server, which often has a different time zone than the person receiving the message. Most cases of delayed email are due to slow or overloaded mail servers.   You may always visit jetblue.com/flightstatus to check the status of your flight. If you'd prefer to receive flight status alerts via voice or text, jetblue.com/manageflights/flightnotification. With disruptions of this nature, our system is designed to book you onto the next available flight, and we regret that this did not happen for you in a timely manner or that the next available flight did not work for you once you called in.  Please know that in anticipation of the storm, we did have fee waivers in place prior to the storm so that customers could pro-actively change their flight in advance, so you may want to keep this in mind for the future. Also,  we recommend that you purchased travel insurance for instances such as this.  While we’re not offering reimbursement for consequential expenses, you can submit your hotel expense 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.As a token of goodwill, 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:Username: [redacted]Service Credit: $100.00Expiration Date: January 18, 2019This 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.prod.sabre.com/tbank279/login.do[redacted], we want you to know how much JetBlue appreciates your loyalty, and know that without you and many other valued customers, we would not be the airline we are today. You can be certain every effort will be made to ensure our standard of service meets your expectations in the future.Sincerely, Cherish JetBlue | Customer Support Executive Offices         In an effort to improve the experience for all our customers, we are working to encourage improvements in the federal air traffic control system. You can join us in our effort and take action by visiting http://www.ontimeflights.org/.

Complaint: [redacted]
I am rejecting this response because: a fraud case was not presented by my bank and can provide a written statement. I believe this was a Jetblue error to which the given resolution to purchasing another ticket at 3 x time current rate than what was previously paid for is bad business. Promoting a price and rejecting the tickets without an excusable proof does not provide customer satisfaction.
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] are responding through your Online Complaint System.   My name is Kelly and I...

appreciate the opportunity to follow up with your recent travel.   With customer service a top JetBlue priority, we are sorry to learn of the difficulties you encountered the delayed flights which would have resulted in a misconnection of your international flight. We can only imagine how frustrating this must have been for you. We trust every effort was made to find a reasonable solution and regret the result of such was a day later. The flights delayed for uncontrollable reasons and did not qualify for JetBlue Bill of Rights compensation. As a token of apology, 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] Service Credit: $500.00 Expiration Date: May 9, 2018   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. 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.prod.sabre.com/tbank279/login.do   Our customer's voice is a large part of our daily review and process for improvement and we value the feedback shared.   We look forward to your return in July when we can welcome you onboard and we trust that you will have travel experiences that are exceptional.     Kelly H[redacted] JetBlue | Customer Support Executive Offices