JetBlue Airways Corporation

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we’ve reviewed the complaint filed by [redacted] and are responding through the Online Complaint SystemDear [redacted] ,Thank you again four your additional emailWe are very sorry you are disappointed in our responseWe never meant to upset you in anywayWe are truly sorry you felt our customer support Crewmember who assisted you over the phone was not kind or unpleasantWe always want all our Customers to receive the best possible serviceWe are sorry if we failed you in anyway.We do hope you will travel will us again real soonWe value you as a JetBlue Customer and would like another chance to gain back your loyalty and trust.Kind regards,NicoleJetBlue | Customer SupportExecutive Offices Tell us why here

Tell us why here...Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we’ve reviewed the complaint filed by [redacted] ***and are responding through your Online Complaint System.We have reinstated the credit of $under ID # [redacted] so that the changes needed are able to be donePlease call 1-800-JETBLUE (538-2583) and a crewmember will happy to assist you with your reservation.We look forward to serving you at JetBlue.Sincerely, Debbie C [redacted] JetBlue | Customer Support Executive Offices

Complaint: [redacted] I am rejecting this response because: they misrepresented the options in an attempt to charge a customer a higher feeIf all options had been Presented to meI would have had the option to purchase a small tote from the airports store Sincerely, [redacted]

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we’ve reviewed the complaint filed by [redacted] and are responding through your Online Complaint SystemWe regret that the schedule changes made by JetBlue have generated some inconvenience for our customersWe can only assure that these changes are in accordance with our original agreement or our Contract of Carriage, and we make every effort to accommodate our customers as neededWe are happy to make one change in a reservation with no additional chargesThere may be charges for additional changes requested by our customersPerhaps the following information may be helpful in understanding why schedule changes happen that are not for immediate circumstances:JetBlue is continually adding new services and routes and we need to adjust other flights in order to make space available for the new additionsWe regularly incorporate new aircraft and destinations into our systemAs we do this, we sometimes have to adjust our existing schedule to accommodate these changesOne of JetBlue’s main goals is to be an on-time airlineWhen a route does not meet our on-time performance goal, we owe it to our customers to find a better slot or schedule in order to get them to their destination on timeSeasonal adjustments to our routes create schedule changesIf there is a misconnection with another airline, it is imperative we re-accommodate the customer on a valid connecting or non-stop flight when they callWe also notify customer when our airline partners make schedule changes to itineraries ticketed on JetBlue stockWe are glad that we could find a schedule that works for this customer and although he remains unhappy about it after accepting it, we do not offer any kind of compensation for this situation.We look forward to welcoming his wife onboard in February for an enjoyable JetBlue flightSincerely, Shauna JetBlue | Corporate Customer SupportCrewmember ***Tell us why here

Complaint: [redacted] I am rejecting this response because: When I personally contacted jetblue and spoke to the manager Sabrina, she had advise me that I would not receive a refund for the airline tickets that were purchased due to my experience and that fact I would have to seek a refund from the employee Diane A [redacted] who had complete control over my booking due to it was through a buddy pass. Jetblue should not allow their employees control over the booking once it has been booked. I also used my personal credit card through chase bank. I did not authorize Diane A [redacted] permission to cancel my booking with my credit card. Chase Credit have there own rules and regulations that other people must follow as well. What the company jetblue fails to realize, there were four people put at risk. We were held against our own will in an unknown location. I personal do not speak the spanish language to find my way back home. I was also put in a financial burden having to rebook my own separate flights back home even after I had already purchased from Diane A***. It was a scary and life threatening situation. We went into a state of panic. I suffer from panic attacks and anxiety. JETBLUE needs to adjust there employee polices when it comes to the buddy pass to where it also protects the guest who are flying and who have purchased them for there enjoyment. I have screen shots of text messages from Diane A [redacted] playing emotional threats with the other passengers as well. If we did not comply to her personal needs, we were to find our way back home on our own. I did not agree to drinking at 10:00am in the morning. And things really took a turn. We were trying to be responsible knowing Diane A [redacted] had a work shift that evening, and did not agree for her to be intoxicated during a work shift beng she was a flight attendant. She can put other guest at risk on the up coming flight. I will be more than happy to submit those as evidence against my complaint with jetblue. Jetblue is responsible for there employees actions. They are the ones who conduct background checks. I advise Sabrina the manager that it would be a good idea if they started conduction psychological evaluations when doing the hiring process. All im asking for is a refund for the air line tickets home. I'm not asking much since I was put in danger. I haven't looked into a lawyer yet, but if there is a need to, then I will. Sincerely, [redacted]

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

Although, respectfully, the BBB 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 information regarding flights [redacted] and [redacted] with... service to and from Long Beach and Salt Lake City on February 14th and 18th. We regret the circumstances of this complaint and empathize with the frustrations experienced when the flights were delayed. Weather impacts all airlines differently depending on their flights, paths and schedules. Weather in one city may cause flight disruptions that also have a ripple effect for one airline, while other airlines may not be affected as much. We operate in one of the heaviest trafficked air corridors in the world and when storms hit this region, it impacts a large volume of our flights. We have a team dedicated to making the decision which delayed or canceled flights will receive compensation in accordance with our Customer Bill of Rights. Although your flight didn't qualify for Customer Bill of Rights compensation, and we are respectfully declining your desired outcome, as a gesture of goodwill, we've issued you a JetBlue Travel Bank credit for $ [redacted] each and placed the entire balance of $ [redacted] in Dr. **'s travel bank account attached to profile [redacted] . The confirmation has been documented and no further courtesy credits will be extended for the weather related events. This credit is valid for one year from the date of issuance. Visit http://bit.ly/1JryMa0 for helpful information about how to use and manage your credit. We appreciate you reaching out to JetBlue and hope you'll have an opportunity to use the credit for future travels. Warmest Regards, Kelly JetBlue | Corporate Customer Support Crewmember ***

I see the company feels their refund of the one night stay is compensation enough for a horrible trip and the company does not consider the consumer Since it is their final decision I guess there is nothing more to be done about this I hope someone they know one day experiences what I had gone through and maybe they will be more considerate in the future

Complaint: [redacted] I am rejecting this response because: My dog was inside the carrying bag, underneath the seat, was not barking, it was just quiet and with the head just sticking out a little bitI have heard from other passengers traveling with dogs in Jetblue that they have been allowed by the fly attendants to have the dog's head out of the carrying bag and not completely enclosed the bagI have heard also from JetBlue passengers that as long as the passenger's hand is inside the bag the dog could stick out its headSo your rules are not always applyed equally and if the passenger's hand is allowed inside the bag? why the fly attendants did not give me that option? the only option given to me was to get off the planeI don't believe that if the dog's head is sticking out of the carrying bag there's no way that will affect anyone or will interfere with the operation of the plane.PD: just to make a correction, the right fly number was the fly **, fort lauderdale to Medellin (Colombia) on April 22nd of 2016, hour 8:PM Sincerely, [redacted]

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we’ve reviewed the complaint filed by [redacted] and are responding through your Online Complaint SystemThere was a series of maintenance delays on the aircraft being used to transport customers and communication was sent regarding the cancellationThis flight did not qualify for JetBlue bill of rights compensation because we had communicated accordinglyJetBlue's obligation, per our contract of carriage, is to place you on the next available flight by which seats are availableThat may not always be the day you hope to travel and we do regret any misunderstanding of thisJetBlue does not have reciprocal agreements with other carriersWe are respectfully declining your request for reimbursement for the cost of the other flightAs a gesture of goodwill we have placed a $credit in your travel bank for you to useA separate email has been sent regarding travel bank credentials and the guidelines for using travel bankAll credits expire one year from the original date enteredWe appreciate the feedback regarding the customer service and will forward your information to our Airport Leadership team for coaching and feedbackWe hope the wedding trip was amazing and that we have an opportunity to serve you on a JetBlue flight in the futureKind Regards,Kelly H***JetBlue | Customer SupportExecutive Offices

Complaint: [redacted] I am rejecting this response because: Their statement is simply not trueFirst of bags are underweight by at least pounds while my 3rd bag is overwheight by at most poundsSecond, my flight is international; I am allowed bags and a carry-onThis is all documentedThird, JetBlue agents who charged me the $fee claimed that they were doing so under the South African airways (saa) rates; which is falseThe saa fee is $Saa agents at Dulles confirmed thisEven a third party such as Revdex.com can easily confirm this by calling saa customer (which I actually did even before deciding to bring a 3rd bag)Finally even if I were charged under JetBlue rates, the fee should have been $(which any informed JetBlue agent knows)So please proceed with due diligence and knowledge of this case before answering.Fyi: I am using Revdex.com because JetBlue customer service is not answering directly ( mins on holds, on and on...) Sincerely, Soule ***

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we’ve reviewed the complaint filed by [redacted] *** and are responding through your Online Complaint System Dear ***, We thank you for taking the time to share your concerns with JetBlue Airways We appreciate hearing how our customers feel about the service we provide The travel insurance you purchased was through Allianz Global Insurance Purchasing Travel Insurance is not the same as the purchase of a refundable JetBlue fare and does not allow for free itinerary changes The insurance may cover other expenses such as if a customer needs to cancel a trip for a covered reason However, if a customer with a non-refundable reservation, which is what you had purchased, chooses to change or cancel their itinerary, standard fare rules do apply (i.e change/cancellation fees and difference in fare).As a gesture of goodwill, we are happy to refund the change fee that you paid of $We've issued a $refund to your original form of payment, card ending in *** Depending on your credit card company's procedures, this refund posting should appear within 7-business days.We value you as a JetBlue customer, and we thank you for choosing to fly on JetBlue We thank you for your understanding, and we do invite you to fly with JetBlue again.Kind regards, CherishJetBlue/Customer SupportExecutive Office

Complaint: [redacted] I am rejecting this response because:it did not ease or burden any frustration that occurred with this trip, just some excuses and a bs explanation. I would like my compliant to be posted on BBB website so that other potential customers go elsewhere. JetBlue has not only failed in providing an adequate trip and now a lack luster response to a customer compliant Sincerely, [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 websiteAt the time the website clearly stated the all inclusive details as well as their sales associate, who is being referred to as a crewmemberYou 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 MexicoThe concierge at Marriott said they do offer all inclusive deals but only for certain parts of the yearIt would seem Jetblue's website allowed me to book this all inclusive for a part of the year that the all inclusive is not offeredThis 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 informationHow can a company not be negligent for a website that wasn't updated and a sales associate who have outright wrong informationI will never book with this company again as they ruined my trip and cost me a very large sum of money Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: this response is ridiculousYour customer service sucks and that is all you have to sayAnd to not take care of your customers is absolutely absurd especially when it was your companies fault that we missed our connecting flightAnd was told by your employees that we would have a hotel once we got thereYou don’t have to worry cause we will never fly your airline againAnd 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]

Complaint: [redacted] I am rejecting this response because: I do not want jet blue credit! I would never use that credit because I will never ever fly jet blue againI would be out of my mind to fly jet blueI think I might just raise awareness for other people this too unfairFunny things is we had no turbulence and when we took off there was zero winds!!! I am rejecting this I do not want it will accept your jet blue credit! Instead I'm going to start on my social media to raise a lot of awareness! Sincerely, [redacted] ***

Complaint: I am rejecting this response because: There was no attempt to rectify my losses and frustration, as conveyedShould this not be genuinely addressed, I will pursue legal action Sincerely, Tyler E***

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 (U.S.CSec41713), we will promptly respond through your Online Complaint System.Our records indicate that this customer sent us a copy of her profile information 07/03/We responded letting her know the information she submitted was not correctThe customer’s screen shot should have been of the Virgin American Elevate dashboardWe responded with the following information: "You are not registered for #GoForthWithJetBlue Points Match The points balance proof you provided doesn’t meet the requirements of the promotionIf you would like to try again, please resend a screenshot that includes all of the information as shown below.”She again sent the exact same screen shot on 07/05/and again the same exact screen shot on 08/19/2016.The requirements for this promotion included being registered by 07/04/and must book and take a JetBlue round trip flight by 08/31/We were not accepting any alternative page shots and regret that the correct information was not sent by the customer.We appreciate your understanding at JetBlue and we hope to serve [redacted] ***'s future travel needs under better circumstances.Sincerely, Debbie C [redacted] JetBlue | Corporate Customer Support 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 (U.S.CSec41713), we nevertheless provide the following response: We appreciate the opportunity to address the concerns you've presented We send our condolences for the passing of your father and wish you comfort during a difficult timeWe can imagine how stressful travel must have been, especially that it was during the busy holiday season Turbulence is inherent to this industryWe are sorry our inflight crew did not communicate or put customers at easeIn the spirit of safety we trust our pilots did the best they could and we regret this did not meet your expectations With regard to the missed flight; our records show the aircraft landed at 9:A.Mand your connecting flight departed at 9:A.MBecause the plane you arrived on had not gotten in a gate and deplaned you were not going to make that flightWe are sorry the demeanor of our crew was less than pleasant when you did arrive, only to find out you did indeed miss the flight Per our Contract of Carriage our obligation is to place you on the next available flight by which seats are availableWith limited flights to Trinidad the next available meant the next dayWe are glad our crew offered hotel and food vouchersThey do come with restrictions based on the times available and we regret you missed the lunch Although we are unable to provide you with the compensation you are requesting, we can assure you that your concerns have been heardAs a gesture of goodwill we are able to offer the 15% discount for bereavement travel and issue a credit for $ [redacted] which is 15% of your original base fareAn email with information has been sent to youAll Travel Bank credits expire one year from the original date entered ***, 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 We hope to welcome you back onboard JetBlue again soon Kind Regards, Kelly Corporate Customer Support JetBlue Airways Crewmember ***

To: [email protected]: Email received - Sun 6/25/2017, Contact # [redacted] Dear [redacted] , Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (U.S.CSec41713), we’ve reviewed the complaint filed by [redacted] [redacted] and are responding through your Online Complaint SystemWe certainly recognize the customer inconvenience when a flight does not operate as scheduled, and we do make every possible effort to prevent such irregularitiesDelays and cancellations are at times unavoidable, but necessary to ensure the safest possible operationAt JetBlue, the safety of all our customers, crewmembers and aircraft have always been our top priorityWe appreciate knowing how this experience affected you and we certainly recognize your frustrationPlease accept our sincere apologyWe're always looking for ways to improve the quality of our service, and we appreciate knowing that you feel there is a need for accurate and timely communication, especially during disruptions of this natureMore often than not, due to the volume of customers that must be contacted, this is done automaticallyAs it turns out, your contact information was not in the area of your reservation for you to receive the notifications that were sentWe value this perspective and will take your feedback into consideration as we evaluate the areas in which we can fine tune our operation.We sincerely apologize for the frustration you experienced and for the disruption to your travel plansAlthough we understand and sympathize with your situation, we must respectfully deny your request for refundWe do not refund flights that are flownWe are glad that you and your family were able to be accommodated on flights to Boston the next day and arrive safely We realize this experience has left you with a less favorable view of JetBlueAs a gesture of apology and goodwill, we have issued a $(or $each) JetBlue Credit to your Travel Bank accountYou will receive a separate email from JetBlue with details about this Credit.We thank you for bringing this experience to our attentionAlthough a Travel Credit cannot make up for the time lost while we genuinely value your patronage and hope you choose to fly JetBlue again and regain your confidence with us.Kind regards,Shauna JetBlue | Customer SupportExecutive Offices