JetBlue Airways Corporation

Dear [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 further clarify your concerns...

about your recently purchased ticket. Our records indicate on June 27, 2016 you purchased a ticket for yourself and an extra seat due to you were unsure if [redacted] would be able to travel. On August 16, 2016 you called and explained your situation and we explained name changes were not permitted as it is listed in the specific guidelines of our Contract of Carriage, the legal agreement between JetBlue and its customers. Purchase of a JetBlue ticket constitutes acceptance of this contract.  As a customer courtesy, on that same call, we canceled the extra seat and waived the cancelation fee and placed a credit equal for the full fare, $475.82, into a JetBlue Travel Bank so the new ticket could be purchased when you were sure [redacted] could travel. We also show another courtesy was issued in confirmation [redacted] and [redacted]'s ticket was repriced to honor the original fare the extra seat was purchased at on August 20, 2016. We apologize for the inconvenience this has been for you and regret we do not permit name changes. For future travel please feel free to visit the complete text of our Contract of Carriage may be reviewed on our website: http://www.jetblue.com/p/jetblue_coc.pdf [redacted], thank you for choosing JetBlue and we look forward to welcoming you both onboard your upcoming JetBlue flights. Kind regards, JeniferJetBlue | Corporate Customer SupportCrewmember [redacted]

Complaint: 10710773
I am rejecting this response because: There was no attempt to rectify my losses and frustration, as conveyed. Should this not be genuinely addressed, I will pursue legal action.
Sincerely,
Tyler E[redacted]

To: [redacted]Re: Email received - Sun 8/7/2016, Contact # [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.We appreciate their concern regarding the Zika Virus. We understand they have requested a full refund of your funds due to their concerns about travel to Antigua on August 7. We were able to verify that this area was listed with the CDC on August 5. Our guidelines regarding changes or cancellations due to a Zika Virus alert is to offer to waive the change/cancel fee and fare difference in fare or to refund to Travel Bank. In extenuating circumstances, a refund to original form of payment may be offered.Although we understand and sympathize with their situation, at this time we cannot generate a refund for [redacted] and the funds of $1672.32 must remain as JetBlue Travel Credit. The reservation was booked through a travel agent and customers paid with a check, not a credit card. If they wish to pursue a full refund, it would have to be done with the travel agency and JetBlue. Customer would need to send us the contact information for the travel agency (name, phone, address and IATA number) so a prepaid cash card could be issued to that agency. It would then be up to that travel agency to return the funds to the customers. [redacted] may call 1-800-JETBLUE (538-2583) or send an email to us at [email protected]. We look foward to hearing from him.

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. 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.Inflight crews are under strict guidelines from the FAA as to how many consecutive hours they are able to work without resting. Due to the weather delays, our crew hours would have been extended beyond regulation had they covered the next flight they were scheduled to work. There is no way to predict such situations since the total length of a weather or Air Traffic Control delay is not controllable. When the time is exceeded or would be exceeded during the next flight, a new crew must be called in - not only for the safety of our customers, but also to stay in compliance with FAA regulations. We are sorry for the inconvenience this was for you when your flight was canceled due to these unforseen circumstances.We are pleased to know as a gesture of goodwill, you were issued a $100 JetBlue credit. Your username is [redacted] and information on using your credit has been sent to the email address associated with your Travel Bank account. If you’re a TrueBlue member, you can access your Travel Bank account with the same login credentials you use to access your TrueBlue account.JetBlue credits are valid for one year from their original date of issuance, so when you're ready to book a flight, visit jetblue.com and choose Travel Bank as your first form of payment when you get to the payment page. If you'd like to check your balance or transactions, or if you have any questions about your credit, feel free to visit bit.ly/JBcreditFAQ.[redacted], thank you again for choosing JetBlue and we look forward to welcoming you onboard a future JetBlue flight.Kind regards,JeniferJetBlue | Customer SupportExecutive Offices

My compliant was made prior to getting in touch with Mrs. Davis. This has been a 2 month process  and I will take Mrs. Davis's word that I will be compensated for my things.  For now the issue is resolved with the pending payment. 
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]
y
I am rejecting this response because:   The booking agent at Jet Blue Airlines stated that we would see a credit on my Master Card of $66 per passenger  in addition to the 15% bereavement rate that we were granted.The Jet Blue booking agent said she would also waive the additional fee to sit in the aircraft's  first row of seating that has additional leg room that would be beneficial as we are both disabled.Likewise, when we booked this emergency bereavement passage, we were informed that audio conversation would be recorded by Jet Blue Airlines.We do have personal documentation that reflects the conversation described above.
Sincerely,
Alex D[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 your continued disappointment. Although we are unable to provide you with the compensation you are requesting, we can assure you that your concerns have been researched properly and the facts we shared with you are accurate. We can only apologize if we have not met your expectations in our service to you and if we have been unable to respond to your concerns to your satisfaction.
Again, please go through the agency you used to book this travel; waiver codes have been indicated.
Thank you again for choosing JetBlue. We hope to have an opportunity to provide a positive and renewed experience in the future.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Complaint: [redacted]
I am rejecting this response because:  I called the supervisor and she still has not removed the restriction from my account
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 you reaching out to the Revdex.com and JetBlue with the...

feedback and suggestions.
Although potted plants are not something customers carry onboard on a regular basis, our inflight crew is aware of standards and on-time departures. We regret this was such a frustrating experience.
As stated in Contact 4838275; JetBlue generally does not offer reimbursements for other transportation purposes. If you purchased insurance we are happy to provide documentation of the delay reasons so you can submit a claim.
We are respectfully declining your request for reimbursements, Ms. M[redacted]. However as a gesture of goodwill and to invite you both back to travel we have issued an additional $25.00 per person to your travel bank accounts. Your usernames are:
[redacted] Patricia M[redacted]
[redacted] Hannah M[redacted]
Your passwords were sent to you via email. Travel Bank 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 Travel Bank, feel free to visit http://bit.ly/nKT44N
We wish you all the best and hope JetBlue is considered for future travel.
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 provide the following link to our guidelines:...

http://bit.ly/1E0zuOd
We can see your reservation has been canceled and this was done at your request. The remaining balance was issued as a JetBlue credit consistent with our guidelines. We regret the disappointment with this.
We understand that you have not been satisfied with the answers you have received however accurate they have been. JetBlue works hard to be fair to all of our customers and in an effort to honor the integrity of these guidelines we must respectfully decline your request for a refund to the original form of payment.
We wish you all the best with future travel plans and hope you will utilize the remaining balance credit issued to your travel bank.
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 reply filed by [redacted].   We are sorry for the challenges he has experienced receiving the refunds of the fare for his...

JetBlue cancelled flight. Our records indicate all six tickets were refunded on January 8, 2018 to the PayPal account ending [redacted].   The refunded receipts are as follows:   29.TK [redacted] CASTE/S [redacted] 1208/08JAN 30.TK [redacted] MENA/M [redacted] 1214/08JAN 31.TK [redacted] WYNNE/I [redacted] 1215/08JAN 32.TK [redacted] CASTE/M [redacted] 1216/08JAN 33.TK [redacted] WYNNE/M [redacted] 1218/08JAN 34.TK [redacted] CASTE/P [redacted] 1219/08JAN   This information may help PayPal to track his refund.

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 very sorry to hear...

that your bag was delayed and for any difficulties this caused you. We have forwarded your complaint to Central Baggage Leadership for any coaching opportunities that may be needed.We do see a $250.00 a JetBlue credit has been applied to your 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: $250.00Expiration Date:  11/30/2018This 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.prod.sabre.com/tbank279/login.doThank you for choosing JetBlue. We look forward to welcoming you onboard again soon and hope to provide a more positive travel experience. Sincerely, Sandra 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/. 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 offer some information regarding your request.
On...

February 24th you called JetBlue and spoke to one of our supervisors. At that time it was disclosed to you that we reached out to Turkish Airlines requesting information and also stating that the original flights were not canceled, that Expedia had stated this to you and moved your tickets to a no show status who then stated it was JetBlue.
JetBlue did not receive funds for your second purchased flight with Turkish Airlines. Expedia has two open tickets, [redacted] and [redacted] from Turkish Airlines that are refundable but this must be done through Expedia. These are not on JetBlue ticket stock and we are not able to refund these tickets.
We hope this information is helpful. We wish you all the best with future travel and hope JetBlue is considered again soon.
Kindest Regards,
Kelly
Corporate Customer Support
JetBlue

Dear Mr. [redacted],

Although the Revdex.com, respectfully, 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 respond about your recent experience in New York (JFK) and provide clarification of the charges.

Check in times vary at each airport. Due to heightened security procedures, it's important for all customers to check in early. Because of the adequate time needed to complete the check-in process, get through security and proceed to the gate area, we have established cutoff times in each airport. It is up to the discretion of the ticket counter crewmember to determine if a customer has arrived in time for their flight.

We are sorry that when the crewmember tried to get you checked in she attempted to expedite the process by offering the Even More Speed option; however, because of the cutoff time you would still not have been able to board the plane. The refund for the $10 Even More Speed fee has been refunded to your credit card ending in [redacted]. Depending on your credit card company's procedures, this posting should appear within 7-10 business days. Please contact us again if you have not seen it by then.

When you were not allowed to check-in for your scheduled flight due to cutoff times you were offered a same day change option for $50. Often times when a customer checks in online and arrives at or after the cutoff time, once they arrive at the gate, the door can be closed and the customer will still have to move to another flight. We show that you were rescheduled for a flight to SFO because there were no available flights to SJC. As these cities are co-located airports, this is not uncommon. We realize that it can be frustrating for customers since they need to obtain transportation to their original destination, but this is often preferred by the customer over waiting for a flight to become available or travel the next day. JetBlue is not liable for additional expenses related to ground transportation and we are unable to provide reimbursements. We apologize for the inconvenience this was for you.

To view the recommended time of arrival for a specific airport, visit http://bit.ly/J7uBQd.

[redacted], thank you for being a TrueBlue member and we look forward to welcoming you onboard your upcoming JetBlue flight.

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]. We have reviewed this...

complaint and request from [redacted] and welcome the opportunity to address his concerns. We understand he has contacted JetBlue directly on this matter and our response has not met his expectations. We sincerely apologize for any behavior or remarks by our crewmembers that were less than professional or courteous. Although we want to respond more fully, with the information available in this complaint, we cannot locate his reservation. If he will provide the record locator, the name of the customer flying and the email address used for booking the flight, we will be happy to look into the details and respond accordingly.

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. We found that this complaint has been...

address previously and we stand by the response given by our crewmember in this response:Original Response to [redacted] follows: To: [redacted]Re: Email received - Mon 7/31/2017, Contact # [redacted]Dear [redacted],Thank you for contacting JetBlue regarding your recent travel experience. We're sorry to hear your flight #[redacted] was significantly delayed and we regret the disruption this caused to your work schedulethe following morning.We understand your time is valuable and that delays can be very frustrating. While we make every effort to operate our flights as scheduled, there are times when weather concerns, crew or maintenance issues, or other circumstances inherent to air travel interfere with this goal. We sincerely apologize for the inconvenience this delay caused you personally.As you did take your flight, we must respectfully deny your request for a refund. Although your flight did not qualify for compensation as outlined in our Customer Bill of Rights, we've issued youa $75 JetBlue credit to your Travel Bank as a gesture of goodwill. Credits can be applied toward future travel and are good for one year from the date of issuance.Since you’re a TrueBlue member, you can access your Travel Bank account with the same login credentials you use to access your TrueBlue account. If you have forgotten your password, visit bit.ly/JBpassword and input the email address you used to register for your TrueBlue account.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 appreciate you choosing us for your travel needs and thank you for your feedback. We wishyou the very best and hope to have the opportunity to share a more positive JetBlue experience with you sometime soon.Sincerely,Jenny M.JetBlue | Customer CommitmentCrewmember [redacted]Although we understand and sympathize with her situation, we must respectfully deny any further compensation. Kind regards,Shauna JetBlue | Customer Support Executive Offices

Dear 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 nevertheless provide the following response:
We appreciate the opportunity to respond to your concerns about...

your TrueBlue Awards booking in cofirmation code [redacted].
We value you as a loyal JetBlue customer and we want to be your airline of choice whenever possible and we appreciate your feedback and the time you took to share your concerns with us. We regret you've been unable to change your ticket using only your credit card. As our JetBlue crewmembers have previously explained we cannot change the original value of the ticket from points to dollars. To make a change to an awards booking you must pay the difference of fare in points. We apologize for the frustration this has caused you and the inconvenience you have experienced.
Please feel fee to call JetBlue directly to make any changes to this award booking at [redacted] and a JetBlue crewmember would be happy to assist you.
We appreciate your patience and understanding and look forward to welcoming Candice onboard her upcoming flight.
Kind Regards,
Jenifer
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:
Thank you for contacting JetBlue via the Revdex.com about your schedule...

change. 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.
As you are now likely aware-JetBlue is able and did offer accommodation on another JetBlue flight and nothing offered worked out for you, in fact the notations indicate you were headed to a family reunion but in this venue you've expressed you were traveling for a funeral; please accept our condolences for the passing of your grandmother and our apologies for the misunderstanding.
Although this doesn't change the outcome, when and 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. We see that you opted to take the flight and one of our supervisors issued a credit to your travel bank as a gesture of goodwill. We support this action and do feel it was fair and reasonable.
We understand that you have not been satisfied with the answers you have received however accurate they have been. We also know Our customer's voice is a large part of our daily review and process for improvement and we value the information 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.
Warmest Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Revdex.com:
This issue is now resolved and closed as [redacted], my wife, spoke with a Jet Blue supervisor on May 17th and received the resolution desired of a partial refund.Complaint ID [redacted] can be closed.  If you have any further questions, please let me know.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 Mr. [redacted] and are responding through your Online Complaint System. We regret any misunderstanding of our...

Contract of Carriage during delays and cancellations. Our obligation is to place you on the next available flight by which seats are available. If the rescheduled flight does not fit your schedule we will refund your unused JetBlue portion to the original form of payment used. We do not offer to refund other airline purchases and again we apologize for any misunderstanding. It appears we have communicated to you on three separate communications and disclosed the same information. Each of you did receive a refund for the portion impacted by the change. $260.60 X 2 was refunded to the credit card ending in 3443 on October 10, 2016 and this is within the company guidelines and business practice. Each of you also qualified for JetBlue Bill of Rights credit and we have verified this was sent to your respective travel bank accounts. Please be sure to review the details. All travel bank credits expire one year from the original date entered. We appreciate you choosing to travel with JetBlue, Mr. [redacted]. We hope to welcome you back onboard and trust you will have exceptional travel experiences.  Kind Regards,Kelly Corporate Customer SupportJetBlue