JetBlue Airways Corporation

To: [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]...

[redacted]:We have reviewed this complaint and request from Mr. [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 appreciate learning of the challenges he recently encountered on July 20 with the cancellation of Flight [redacted] out of Philadelphia to Boston. We sincerely apologize for the frustration  experienced and for the disruption to his travel plans. We do understand that he had important business meetings to attend and that this change affected these plans. 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. At JetBlue, the safety of all our customers, crewmembers and aircraft have always been our top priority. We are glad to see that he was able to travel successfully on a later flight that same day and arrive safely.In situations where a flight is canceled, we don't generally offer reimbursement for consequential expenses; however if he purchased travel insurance, he could submit his business expense to his travel insurance company for consideration. If he selected insurance from Allianz Global Assistance (JetBlue's independent provider) during the booking process, he can visit http://bit.ly/1i7tKpL for more information about filing a claim.We realize this experience has left him with a less favorable view of JetBlue; however, we must respectfully deny his request for compensation in the amount of $300. As a gesture of apology and goodwill, we have issued a $50 JetBlue Credit to his Travel Bank account. He will receive a separate email from JetBlue with details about this Credit.

Complaint: [redacted]
I am rejecting this response because:Jenifer @ JetBlue Executive Offices: This is total bad faith and I am left without words as to how to respond. This is frankly absurd and patently with intent to needlessly cause delay. Further, you are absolutely incorrect that I accepted travel credit to my account as a final settlement/agreement. I did reach out to a JetBlue crewmember via Twitter regarding the fraudulent charge and they too were of no help by letting me know the only thing they would be able to do is cancel and apply the credit to my travel bank until proper notice was given by my financial institution. I accepted credit only until my financial institution straightens this fraudulent charge, rather than have a no-show on a flight. I am a TrueBlue member and would not want to be penalized. I want to be clear, I am not posturing, I am truly blown away with the lack of customer service from JetBlue Airways. As a native Upper East Sider, I’m disheartened. If this matter isn’t resolved either through myself or my financial institution in the following weeks to come, I will be taking this matter to the next forum, inclusive of this fraudulent charge, leave of absence for work, and court costs. Up to you.
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 send our best wishes and hope a full recovery was...

made.
Responding to your complaint is extremely difficult for we know the level of service JetBlue extends to our valuable customers, and because we know there are times when we are not able to meet the expectations of our customers and still remain within the parameters of our company guidelines.
As we looked into your claim, we found no reports from our Crewmembers in JFK regarding any injury on June 17, 2014 in Terminal 4 or 5 where we operate. As per our guidelines, whenever an injury occurs on a JetBlue property, it is important that it is immediately reported to a JetBlue Crewmember on site. This allows us to offer any medical attention that may be needed and collect the most accurate, complete and timely information. Unfortunately, we cannot accept a report of injury after a customer has left the airport. We appreciate your understanding about this necessity.
While we understand this may not be the solution you were anticipating; however, we sincerely look forward to welcoming you on board to serve you in the future.
Kind Regards,
[redacted]
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 filed by [redacted] and are responding through your Online Complaint System. We're sorry to hear that your...

experience was not as pleasant as it should have been.  We recognize a timely departure is a priority for our customers.  Although, 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 and cancellations due to adverse weather, Air Traffic Control delays, and other abnormalities of air operations necessary to ensure the safest possible operation.  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.We’re sorry to hear you didn’t receive notice of your delay. In situations where we’re able to identify the flight disruption in advance, we’re able to send flight status alerts notifying customers of the latest flight information. In some cases, we’re not able to anticipate a disruption far enough in advance to allow for advance notification. You may always visit jetblue.com/flight status to check the status of your flight. If you'd prefer to receive flight status alerts via voice or text, jetblue.com/manage flights/flight notification.  We're pleased to see each customer onboard your flight received a $50.00 credit in accordance with our Bill of Rights. We understand each customer's situation is different, As an added gesture of goodwill to you and your group, we issued an additional $100.00 to your accounts, as we can see that you paid $148.00 per person for your outbound flight.  Your JetBlue credits, now totaling $150.00 per person, is valid for one year from their original date of issuance. 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.   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. We value you, [redacted], and [redacted] as customers, and we look forward to a new opportunity to serve you so that we may regain your confidence in JetBlue. Sincerely,Cherish JetBlue | Customer Support Executive Office        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/.

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 like to look into the information you have provided but need your assistance....

Please provide the confirmation of your travel or the ticket number beginning with '279...'. Upon receipt of this we can take a look at the transactions to determine what transpired and provide a more accurate response.
We look forward to hearing from you soon.
Warmest 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 apologize this has been such a trying situation....

Barclays is responsible for canceling your card at your request. JetBlue is branded on the card and you do earn points for spending, however we cannot facilitate canceling the card and respectfully ask that you reach out to them directly.We appreciate you choosing JetBlue and hope we have an opportunity to serve you on a flight soon.Kind Regards,Kelly H[redacted] | Corporate Customer Support JetBlue | Salt Lake Support Center (SSC) - Customer Support

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]

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 contacting...

JetBlue. You are a valued customer and we truly regret that your travel experience was not the smooth and pleasant one we strive to provide. First of all let us start with we are very to sorry to learn of the loss of your sister and we wish you all the best in the months to come.When a Customer has something of this nature arise and they are considered to be mid-flight, we have the ability to waive the change fees as well the increase in fare for the Customer and assist them in scheduling a new flight at a future time and date. When a Customer is not midflight, meaning they have yet to take their outbound flight, we can waive the change fee and the Customer is responsible for the difference in airfare, if there is any applicable. In your case, you were technically midflight, however your outbound flight we found on a different reservation code due to you using points for the outbound flight and credit for the return flight. We have to assume the Customer Support Crewmember who assisted you failed to notice your other reservation and did not consider you midflight. For this, we do apologize. It was a mistake on our end. As a token of our apology we have issued you $92.00 JetBlue credit into your Travel Bank account, the amount you were charged for your additional airfare. 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.[redacted], we genuinely value your patronage and hope you choose to fly JetBlue again in the future. Kind regards,NicoleJetBlue | Customer SupportExecutive Offices 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.  You are welcome to call...

1-800-JETBLUE (538-2583) with your JetBlue Confirmation Code and if the fare was lower they would be happy to issued a JetBlue credit for the fare difference. JetBlue refunds aren't offered for the fare difference.We appreciate your patience and understanding at JetBlue.Sincerely, Debbie C[redacted] JetBlue | Customer Support Executive Offices Tell us why here...

Hello,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 have received your response regarding your Confirmation [redacted] which was booked through Expedia. We apologize for any confusion.The $75 credit was offered as a gesture of goodwill and was not necessarily the amount of your flight. However, our records do confirm that your one way fare was $78.14 before taxes and airport fees charged when the reservation was booked through Expedia.While we understand the offered credit cannot compensate your time or make up for your experience, we hope you will accept the service credit in the spirit it was intended. We feel that we have assisted you with fairness and to the best of our ability. Although we must respectfully decline your request for additional compensation, we do hope to have the privilege of serving you onboard JetBlue again sometime in the future.Sincerely, Debbie C[redacted] JetBlue | Corporate Customer SupportTell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
Each financial institution is different with respect to their fund holding. JetBlue did not settle on the transaction in question. The funds can only be released by the financial institution. Typically this takes 1-3 business days but can take up to 30 depending on the process used by the bank or credit card company. We apologize for any misunderstanding.
We appreciate you reaching out to the Revdex.com with this rebuttal. Inquiries made through this venue will only be responded to in writing. Should you require a verbal conversation please feel free to reach out to JetBlue directly using our toll free number 1-###-####### (###-####).
We wish you all the best and hope to welcome you back onboard JetBlue again soon.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Dear Mrs. [redacted],We appreciate the opportunity to address your concerns. 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 you and are responding through their...

Online Complaint System. Our aircraft maintenance is performed by qualified personnel in accordance with FAA regulations. Our fleet maintenance program meets and, in many areas, exceeds regulatory requirements. Since safety is our number one priority, we ensure every safety precaution is taken.No matter how extensive the precautionary maintenance, not all issues may be detected in advance. Even with the highest safety standards, our flights will always be subject to mechanical issues, which are an unwelcome but inherent part of the air transportation business. We recognize how frustrating it must have been to find that one of your seats was experiencing some difficulty. Please accept our sincere apology.With JetBlue customer service a top priority, we are sorry to hear the seat your child was assigned encountered some difficulties whenever he moved and we recognize your frustration when you were unable to move to a new seat. We truly value you and your family as JetBlue customers and we have shared your experience with the appropriate leadership teams for internal review and correction to ensure the seat has been addressed moving forward.Our records indicate confirmation code [redacted] and [redacted]) and in confirmation code [redacted]) have each received a $50 credit in accordance with our Customer Bill of Rights (jetblue.com/promise) due to a flight delay.As an added gesture of goodwill for the seat issue you encountered, you were each issued an additional $75 into your accounts, leaving you each with a total of $125 (grand total of $375). On several other phone calls on different dates we further addressed your continued concerns with an additional credit total of $125 issued to [redacted] who occupied the seat. [redacted]'s total credit is now $250.Your Travel Bank credits, now totaling $500 for your family, 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, visit http://bit.ly/1JryMa0.We have taken time to review the your concerns and the situation presented and the total courtesy credits that have been issued. While we recognize the discomfort this was for you and your family, we understand you are not satisfied with the answers and credits you have both received and are now requesting a full refund. JetBlue works hard to be fair to all of our customers and in an effort to honor the integrity of our guidelines, and on behalf of our Executive Leadership Team, we are respectfully declining your request. Although we must respectfully decline any requests for additional compensation over what we've already issued, we can assure you your concerns have been reviewed and the seat in question has been addressed internally.[redacted], we wish you and your family all the best. We look forward to welcoming you onboard a future JetBlue flight where we will work to provide you with a new and positive experience.Kind regards, JeniferJetBlue | Corporate Customer SupportCrewmember [redacted]