JetBlue Airways Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I am responding with what they requested.  I do not wish to close this until they have given me a good answer.They said:"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 be happy to to address the concerns stated but do need additional information. Please reply with the 6 letter confirmation or a ticket number beginning with '279', or, your girlfriends first and last name as it appears on the reservation. Also, when you cancel a reservation with JetBlue, the funds owed are pulled from the fare paid and the remaining balance becomes a credit with JetBlue. If you book with an agency, this may be slightly different as each agency will collect our fee plus any fees they may have. We look forward to hearing back from you soon! Kind Regards, Kelly JetBlue | Corporate Customer Support Crewmember [redacted]"My response:
The 6 letter confirmation for the ticket  from the airline is [redacted].  Travelers name is [redacted].  I understand about the credits.  I canceled with Jetblue directly.  I was told one price and then charged another price.  
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

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. JetBlue does not engage in discrimination on...

any basis. Maintaining the highest standards of safety for all of our customers and crew is our primary concern and JetBlue’s fundamental value. The decision to not check you in was based on the time you arrived to the airport for check in. Guidelines state if you're not checking bags, you must check in no later than 30 minutes prior to scheduled departure for domestic flights.All customers must be onboard the aircraft 15 minutes prior to scheduled or posted departure time for domestic and international flights. The airport does have the final say and determination. Our records show you were placed on the next available flight as well as issued a courtesy credit. Because you were allowed to travel and issued a credit we are respectfully declining your request for a refund. We look forward to a time when we can welcome you onboard and we trust that you will have travel experiences that are exceptional.  Regards, Kelly JetBlue | Customer Support Executive Offices

Complaint: [redacted]
I am rejecting this response because: JetBlue's offer of 25$ flight credit is a non-solution for me. The credits are non-transferable, we are by no means frequent flyers. If JetBlue would remove the expiration date (of 1 year) and leave the flight credit vouchers open to be used at any time in the future, I would accept the offer.
Sincerely,
Patricia M[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:
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

To: [email protected]: Email received - Fri 12/8/2017, Contact # [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. We recognize that you're disappointed with what occurred. After reviewing this internally we have determined that the crew was justified in their decision to place you on the next flight and we respectfully decline your request for compensation. Our records indicate that you were re-accommodated on Flight # [redacted] on 04 December 2017.We wish you the best from JetBlue.Sincerely, Debbie C[redacted] JetBlue | Customer Support Executive Offices  Tell us why here...

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

booked online:
If you do not change/cancel before scheduled departure and you "no show" all money for reservation is forfeited.
This information is specific in the fare rules. All customers are required to check a small box indicating they understand these guidelines prior to actually entering payment for the flight. We are sorry for any misunderstanding of this.
In your request you've stated you wanted $240.00. We are unclear where this amount comes from. The base fare for the return flight that went unused is $82.79, with tax that one way missed was $103.10. Had you canceled prior to the departure there would have been a $75.00 cancelation fee assessed and the remaining balance of $28.10 would have been placed in a travel bank credit valid for one year from the original date.
As a gesture of goodwill we've placed the credit for the amount of $28.10 in [redacted]'s travel bank and sent an email with information regarding Travel Bank. Again, all credits expire one year from the original date entered. Please be sure to review the content of the email.
We appreciate you reaching out and hope we have an opportunity to serve you and [redacted] on a JetBlue flight again soon.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

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. As we previously advised you directly through...

email, we appreciate the opportunity to give you an explanation in regards to the suspected fraud on your account. We are very sorry for the inconvenience this cancellation has caused you, but please be advised when we cancel due to suspected fraud, we always have the best interest of our Customers in mind. Typically, if we cannot match the billing address and name to any address or name of the reservation, we cannot verify the payment method, we must cancel the reservation for the safety of our Customer's. In your case, the billing information was listed as the Customers information, which did not match the PayPal billing information. The details that were given to you how to rebook that was issued to you by our Customer Service Crewmember was correct in regards to how you can rebook. However, we spoke with our fraud department and they have agreed to allow you to book with us over the phone and we can also match your previous fare. You will need to book with a credit card in your own name to avoid fraud issues going forward. Or make sure the billing information matches the name on the card. We have noted your [redacted] [redacted] of all of this information as well. All you need to do is call in to our 1-800-JETBLUE and we will be happy to assist. As a gesture of goodwill we have added a $100.00 JetBlue Travel Bank Credit. You can use this to apply to your upcoming flight. Information has been sent to the email address below. If you have anyquestions about Travel Bank, visit http://bit.ly/1JryMa0  for helpful information about how to use and manage credits.Username: [redacted]Login ID: [redacted]We are very sorry for any inconvenience this may have caused you. We value our Customers safety of their personal and credit information and we truly only have your best interest at heart.We look forward to having you onboard with us again real soon.Sincerely,NicoleJetBlue | Customer SupportExecutive Offices

Dear Revdex.com,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 frustration experienced when recently traveling with JetBlue. Please provide your confirmation number and concerns to [email protected] and we would be happy to further research your concerns.Sincerely, Debbie C[redacted] JetBlue | Corporate Customer Support  Tell us why here...

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by [redacted].We sincerely regret Mr. [redacted] was not able to take his original flight and the inconvenience...

this was for him. As a gesture of goodwill, we have reversed the change fee he paid and refunded $100 to the credit card ending 4858. Please allow ten days for this credit to appear on the account.We are also sorry the Row 1 seat he was assigned was not comfortable for him. As he will be flying on JetBlue January 30, we have assigned him an Even More Space seat in Row 9F (a window seat) and waived the $90 seat fee.We look forward to serving Mr. [redacted] on JetBlue next week and hope to regain his trust.Debbie D[redacted]Recovery SpecialistJetBlue

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.
We're sorry to learn items in your baggage have arrived broken and some items may have been stolen or lost during the screening process, and we appreciate the chance to assist you.
We regret we are not liable for fragile items packed in checked bags as it is stated in our Contract of Carriage and all claims must be filed at the arrival airport within 4 hours of arriving.
If you think items may have been stolen during the screening process TSA is a separate government agency that is responsible for screening all baggage. To inquire about items missing from checked baggage, visit http://1.usa.gov/14qm0t0 to locate the applicable phone number. To file a claim with TSA, visit http://1.usa.gov/11BEx08
Israel, thank you for being a TrueBlue member. We look forward to serving you on another JetBlue flight soon.
Kind Regards,
Jenifer
Corporate Customer Support
JetBlue Airways

To: [email protected]: Email received - Thu 5/18/2017, Contact # [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 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. Safety is our highest priority and we take this obligation very seriously.We understand that your time is valuable and we realize that this was a frustrating situation with a lengthy delay. Our records indicate that we have issued a full refund in the amount of $383. You are welcome to contact us at 1-800-JETBLUE (538-2583) with any additional questions or concerns.We value you as a JetBlue customer and we hope to serve your future travel under better circumstances. Sincerely, Debbie C[redacted] JetBlue | Customer Support Executive Offices Tell us why here...

Thu 12/7/2017, Contact # [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 Ms. [redacted],We're sorry to learn you're still unhappy about the experience.We've issued you an additional $50.00 to your Travel Bank account. 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.Your credit, now totaling $300.00, will be available for one year from the original date of issuance. If you have any questions about Travel Bank, feel free to visit bit.ly/JBcreditFAQ.We hope to welcome you onboard JetBlue soon for a more pleasant experience.Kind regards,SandraJetBlue | Customer SupportExecutive 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 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. [redacted], we sincerely apologize for...

the inconvenience this experience was for you. JetBlue's Contract of Carriage specifically relates to your concerns regarding incidental and consequential costs. These sections explain that we are not liable for any type of incidental or consequential damages or costs, such as alternate or additional travel expenses including, but not limited to: airfare, ground transportation, fuel, lodging and food. If you purchased travel insurance, we will be happy to provide you with a Flight Delay Confirmation letter for your unexpected out-of-pocket expense claim.As we previously mentioned, JetBlue would never want to delay or cancel a flight that our customers are depending on, however safety is our first priority and occasionally circumstances occur which require that a flight is grounded until we are confident it can be safely completed. We are truly sorry for any frustration, stress, and inconvenience you personally experienced as a result of this delay.We have a team dedicated to making the decision which delayed or cancelled flights will receive compensation in accordance with our Bill of Rights. Although your flight didn't qualify for compensation, we are pleased to know 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. 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.Although we must respectfully decline again your request for reimbursement for consequential expenses, we do hope to have the privilidge of serving your JetBlue needs on a future flight.  Sincerely,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 provide information regarding fares.
We offer...

customers the option of purchasing refundable fares during the booking process. In situations where the nonrefundable fare was selected, we're not able to offer a refund; however you're welcome to allow another family member or friend to use your JetBlue credit.
For helpful information about how to use and manage Travel Bank credits, visit http://bit.ly/nKT44N.
Refundable Fares are ideal for customers who need flexibility when they travel. Each of our fare types: Blue, Blue Plus, and Blue Flex include a refundable option. When you purchase a refundable fare you can cancel your flight and receive a full refund up until the time of departure.
For information about refundable fares, visit http://bit.ly/22n9TYA. For more details about our other fare options, visit http://bit.ly/JBFares.
Consistent with our guidelines, when you canceled online the balance went to a travel bank. When you called, we issued a refund for the refundable portion back onto your credit card and the balance that was not refundable remains in your travel bank. We are sorry for any misunderstanding.
We wish you all the best and hope to welcome you onboard JetBlue soon!
Happy Holidays!
Kelly
Corporate Customer Support
JetBlue Airways
Crewmember [redacted]

Complaint: [redacted]
I am rejecting this response because:
I did not call JetBlue Getaways on the day of departure, I called them while I was in the middle of booking through their online website. At the time the website clearly stated the all inclusive details as well as their sales associate, who is being referred to as a crewmember. You cannot tell someone that they are booking something all inclusive when this is not true, I barely had enough money to eat for the week I was in Mexico. The concierge at Marriott said they do offer all inclusive deals but only for certain parts of the year. It would seem Jetblue's website allowed me to book this all inclusive for a part of the year that the all inclusive is not offered. This makes JetBlue the negligent party for allowing me to book something that does not exist, and as I have stated I spoke with JetBlue as I booked and was given wrong information. How can a company not be negligent for a website that wasn't updated and a sales associate who have outright wrong information. I will never book with this company again as they ruined my trip and cost me a very large sum of money.
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 filed by [redacted] and are responding through the Online Complaint System. Thank you for taking the...

time to share your concerns with JetBlue. We appreciate hearing how our customers feel about the service we provide.The experience in our lavatories you described is not typical of the standards we work to maintain. We are very sorry you felt they were unclean or smelled. We truly appreciate you taking the time to share this experience and we will ensure that your feedback is taken into consideration as we evaluate the areas in which we can improve the quality of our service. We are very sorry you experienced an onboard delay. No matter how extensive the precautionary maintenance, not all issues can be detected in advance. We work to repair anything that needs attention as quickly as possible while maintaining the highest standards of safety. We are sorry the air conditioning was not functioning properly, but we always appreciate the patience of our Customers while we try to make the flight as comfortable as possible. Please know that, while some delays cannot be prevented, we’re continually working to minimize late departures and ensure our customers arrive on time whenever possible. Our Inflight Crew works hard to ensure the safety and comfort of all of our Customers. We are sorry you felt as if she was not accommodating or rude to you in anyway. we are also very sorry for the lack of options of beverages onboard. Usually our aircraft is fully stocked with both diet and regular sodas. As well as you have the option of unlimited snacks onboard. We will make sure the Inflight Management Team is made aware of your concerns.As a token of our apology for this unfortunate over all experience, we have issued you $100.00 JetBlue credit into your Travel Bank account. We know a credit cannot take back a negative 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:                                  Username: [redacted]Login ID: [redacted]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; however, 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.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.Although a credit could never compensate for your frustration, please accept this as a token of our appreciation and an invitation to allow us to serve you once again. We do hope you will use your credit to travel with us again real soon on a very nice smelling flight! [redacted], we do hope you will choose to use your credit and fly again with us real soonKind regards,NicoleJetBlue | Customer SupportExecutive Offices Tell us why here...

Hello,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...

apologize for the frustration you experienced and for the disruption to your travel on Confirmation [redacted], originally booked through Expedia. Your flight was affected by Air Traffic Control and a government mandated delay which is out of the control of JetBlue and generally not compensated As our apology for your experience we have added a $75 credit for you, which was the amount of your fare before taxes. We understand a credit does not take away the experience; although we hope you will accept the credit issued in the spirit of goodwill intended. The details are as follows: User ID # [redacted]Credit: $75Expires: August 25, 2017 This credit is good for one year from the date of issuance and can be applied to future JetBlue airfare. When booking online at jetblue.com, you'll have the option to use your Travel Bank funds during the payment portion of the booking. You may view the balance of your account and indicate the amount of funds you'd like applied to the booking. You will need your TrueBlue or Travel Bank login information to access those funds.  If you have any questions about Travel Bank, visit http://bit.ly/nKT44N for helpful information about how to use and manage credits. We value you as a JetBlue customer and genuinely hope you will allow us the opportunity to serve her under better circumstances in the future. Sincerely, Debbie C[redacted]JetBlue | Corporate Customer Support

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 thank your husband for his years of service. We've...

canceled the reservation and waived the fees. Since a travel bank was used as the original form of payment the funds used went back to the respective account. Please keep in mind that travel bank funds always keep their original expiration dates so if the credit used to book this flight had an expiration date coming up you will need to use it on or before that date.
Thank you for choosing JetBlue. We wish you both the best of luck on location in Hawaii.
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 some information you might find helpful: ...

When a travel bank is created instructions are sent to the email address it is attached to. The email contains specific details on the travel bank number, login and of course the expiration date of the credit issued. Also included is the following: 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 have extended the credit for the next 14 days. The details are as follows:
User ID [redacted]
Service Credit: $227.00
Expiration Date: Midnight November 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. You do not have to fly by then.
We appreciate you reaching out to JetBlue in this venue. We wish you all the best with your future travel plans and trust your experience on JetBlue will be exceptional.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airway