JetBlue Customer Service Issues

My recent flight from JFK on 12/30 with JetBlue was truly disappointing. Traveling with my 93-year-old mother who requires a wheelchair, we encountered chaos in the handicapped area upon check-in. No organization was evident, with passengers just taking wheelchairs. Despite our request and early arrival, we were left waiting with no assistance. It took 45 minutes before managing to attract an attendant's attention for just one wheelchair, leaving me to push my mother and husband's help to the gate. This experience was distressing, as I never expected such treatment for disabled passengers from the airline I frequently choose. Conversely, the service in Orlando was outstanding, emphasizing the stark contrast in customer care between the two locations. Perhaps the New York crew could benefit from learning from the exceptional service provided in Orlando.

I encountered a stressful situation trying to access my flight tickets, as I couldn't manage to do so until 24 hours before my flight. This was a challenge as I work on weekdays when the libraries are closed, and I don't own a printer. When attempting to access my tickets the day before my flight, I faced a complicated passport verification process which seemed unnecessary for such a short window of time. Despite entering my passport number correctly, an error message indicated a mismatch in birthdates between my ticket and passport information. When I contacted the customer service number provided, I was abruptly placed on hold and then disconnected without speaking to anyone. I urgently need assistance to resolve this issue and ensure I can board my flight tomorrow.

My JetBlue Airways confirmation code is WPHP, and I was scheduled to fly from SXM to NYC and then to Boston on December 17, [redacted]. Unfortunately, both of my flights were significantly delayed. The first leg was delayed by 2 hours, and the second leg was delayed by 7 hours. The reason given for the delay was a lack of pilots, which I find to be a result of poor organization on the part of the airline. These extended delays caused a lot of inconvenience for my husband and me, as we essentially had to spend the night at the airport. We both have health conditions that made the situation even more difficult. I am requesting some form of compensation in line with the airline's policy on non-natural flight delays. I believe this situation was entirely under the airline's control and should have been managed better to prevent such inconveniences. I am filing this complaint because I do not find the reason for the delay acceptable as it was presented.

I attempted to adjust my flight from Kingston to BRB due to personal circumstances that required an earlier departure. I understand that with the Basic ticket, there is a strict no refund policy in place. Despite being a loyal customer of Jetblue for a long time, I was hoping for an accommodation in this situation. Unfortunately, I was informed that no exceptions could be made, and while I respect Jetblue's policy, I feel disappointed as a frequent flyer who planned to continue using their services. If I do not receive credit for my return flight to Burbank, I may need to consider other airlines moving forward. I have already secured a one-way ticket with a different airline since Jetblue was unable to assist me with this request.

Subject: Issue with Flight on 16 March [redacted] - Flight: [redacted] MCO to HPN To Whom It May Concern, I am writing in regards to my recent flight experience on flight number [redacted] from MCO to HPN. Unfortunately, the flight was delayed and then diverted to a different airport, causing significant inconvenience. Upon arrival, we were informed that the flight would not proceed as planned, requiring passengers to make their own arrangements to reach White Plains. While I appreciate the delivery of my baggage a few days later, I incurred a charge of $[redacted].53 for an Uber to reach my final destination. I have enclosed the necessary receipts for your review and kindly request reimbursement for this amount. Thank you for your attention to this matter. Sincerely, Frank V. Kelly, Esq.

Subject: Flight Disruption Notification - 16th March [redacted] - Flight No. [redacted] from MCO to HPN Dear Customer Service Team, I am writing to report an incident during my recent flight with your airline on the above-mentioned date. Unfortunately, our flight was delayed and redirected to a different airport far from our original destination. The unforeseen change led to additional expenses as I had to arrange alternative transportation to reach White Plains. Although I appreciate the return of my luggage, the unexpected circumstances incurred a cost of one hundred sixty-seven dollars and fifty-three cents ($[redacted].53) for an Uber ride. I have enclosed all related receipts for your review and kindly request reimbursement for this amount at your earliest convenience. Thank you for your prompt attention to this matter. Sincerely, Frank V. Kelly

I bought a blue basic fare for a round trip from SWF to FLL, scheduled for 3/19 to 3/23, with confirmation number JBUPGZ. However, we will be in Raleigh, NC on 3/19. Is it feasible to change the flights for the same dates, 3/19 to 3/23, departing from Raleigh Durham airport to FLL? Although the ticket is non-refundable, I am willing to pay a change fee if it is transferrable. I would be very grateful if this adjustment could be made; otherwise, we will need to alter our entire trip or face a loss of nearly $[redacted]. Making this change would not cost your company anything, but it would be a great help to us. Thank you for looking into this matter.

I traveled from JFK to AUS on January 30, although my intended date was January 29, and unfortunately, my luggage was not on the flight. Due to a delay on my flight from Madrid to JFK, I missed my connecting flight to AUS. I reported my missing luggage to a JetBlue representative who mentioned they would contact me once it arrived on a later flight, as my name and contact number are on the bag. However, I have not received any updates yet. Please let me know where I can email a photo of my luggage receipt. Thank you, Michael R. Bradle.

My son, his family, and I, a party of 6, traveled on the 1:30 flight from Newark to West Palm airport on Feb. 11th, returning on the 18th. Unfortunately, it seems that there was an issue with our paid seats and bags not being recognized by the airline during the booking process. On our return flight, our seats were incorrectly assigned, and we were informed that our bags had not been paid for. This added unnecessary stress to our trip, a first for us with Jet Blue. I do want to acknowledge the exceptional help we received from two of your employees. Carolyn and GiGi were incredibly supportive and deserve recognition for their efforts in assisting us during this challenging situation. Please convey our appreciation to them for their professionalism and kindness in helping us navigate through this mix-up. Thank you, Barbara Hillman

Hello, I am reaching out about reservation LHLKYG for a flight to Austin, Texas, for the SXSW EDU conference. Due to concerns related to the coronavirus pandemic, I am requesting a full refund for this non-refundable booking. The current situation with the pandemic has led to the cancellation of events like the conference, making this a unique and unforeseen circumstance. While I understand your policy, I believe this situation warrants an exception given the widespread impact of the pandemic on travel plans globally. I appreciate your attention to this matter. Thank you.

I am inquiring about the travel bank credit I've been waiting for due to a lost luggage incident on January 27th. Despite submitting the baggage compensation claim form and speaking to a JetBlue employee to reopen my claim and update the information online, I have not received any updates. I opted for a travel bank credit instead of other forms of compensation and have not heard back for over a week since updating online. My baggage report receipt number is #ORHB[redacted]93. I am requesting the $[redacted] credit promised when I submitted the baggage claim form. I have mailed the necessary information and spoken to an employee who reopened my claim, providing additional details online along with proof of the delayed luggage. All details are linked to baggage report claim number #ORHB[redacted]93.

I have purchased three tickets for upcoming trips that unfortunately need to be cancelled or postponed due to the coronavirus situation. Two round trip tickets were bought for myself and my sister, traveling to Vegas on Thursday, March 19th, and back to Boston on Tuesday, March 21st. We were planning to celebrate a cousin's 50th birthday, which had to be canceled as she has Lupus and a compromised immune system. The other ticket is for my son, returning to DC from spring break at Howard University on Saturday, March 21st. Since the university has moved to online classes, there is no need for him to return at this time. As it's unclear when it will be safe to travel again, I am seeking vouchers for these trips to use at a later date. Thank you, E.H.M. True Blue Member

Hello, I am reaching out regarding a refund for a past flight I booked with a friend. Unfortunately, my friend experienced a medical emergency, preventing us from taking the round trip from JFK to Nassau. While contacting jetblue customer service, we were able to obtain travel credits for the portion from JFK to Nassau ($[redacted]), but not for the return trip to JFK, which cost around $[redacted]. The flight number for this trip is TKCIDO. I am hoping to receive the missing credit for the return flight as well. Thank you.

I, a 5'6" individual weighing 140lbs, experienced an assault by one of your employees, a 6'1" male flight attendant weighing around 210lbs, due to my religious beliefs in my own home a few months ago. The same employee also insulted a female colleague while drunk. The incident left me scarred for life after he bit my hand during the attack. I believe this behavior goes against your company's standards. I have a witness (his sister, my wife) to both incidents. This employee appears to be a threat when intoxicated, as seen by his actions towards me and the female colleague. I plan to consult a lawyer and may press charges within the statute of limitations. I am seeking guidance on who to contact directly to determine the course of action. This individual does not align with the values of JetBlue, a company I hold in high regard, and I believe immediate termination is necessary.

Dear all, I am writing regarding changes made to a flight booking for a party of two, Mr. T. J. Rudd and Mrs. J. M. Rudd. The original flight date of March 24th was switched to a flight on March 19th with record locator VEYBIS. During this process, there was an error resulting in an unauthorized deduction of $[redacted] from a travel bank instead of applying the original ticket cost towards the new booking, as requested. I turned to JetBlue's website directly to amend the booking due to a busy schedule. Unfortunately, the system deducted the travel bank amount erroneously. I am requesting assistance in rectifying this issue promptly before the flight departs. The original JetBlue MasterCard, ending in [redacted], should be credited back the $[redacted]. I urge a review of the booking history to correct this error and provide the revised invoice to reflect the adjustment. Thank you for your prompt attention to this matter. Warm regards, D. Stinson Timbuktu Travel

On Saturday, I bought two one-way tickets from Boston to Burbank for Wednesday, March 18. The reservation number for the first ticket is HKWWUA for Jacklyn S. F. and Zoe T. W., college students. Jacklyn couldn't fly on Wednesday due to her college not allowing extra nights on campus, so I purchased a separate ticket, reservation SNNLSJ, for her to fly on March 16. I tried to cancel or split the itinerary online but had no success. I need a refund for the March 18 ticket and the $[redacted] I paid for two checked bags. Colby College gave short notice to students, causing financial stress. I also had to cover expenses for Zoe Ward's ticket as her school didn't make any arrangements. Jacklyn's experience on Monday wasn't pleasant with unexpected oversize luggage charges. I request a refund for the unused ticket and baggage fees paid. JetBlue is Jacklyn's preferred airline for her trips back and forth from Maine.

Dear Team, I am reaching out concerning my flight reservation under booking reference ZNTBZB. Despite my previous emails requesting to cancel due to the ongoing global pandemic and travel restrictions, I have not received a confirmation of the refund process. Given the circumstances in Italy and the Cayman Islands, where I am based, it is unfeasible to reschedule my trip. With the current situation with Coronavirus affecting us deeply, I kindly ask for the reimbursement of the funds paid in January. The impossibility to travel is beyond our control, and I trust that adhering to this refund request would be the most appropriate course of action considering the flight's unavailability. I appreciate your understanding and prompt attention to this matter given the extenuating circumstances. Please confirm the reimbursement process at your earliest convenience. Warm regards, D.D. & S.C.

I am currently in the Turks and Caicos Islands (PLS). The Government has officially closed its borders from Tuesday, March 24th onwards. I am concerned that Jet Blue seems unaware of this situation, as each time I have called, they claim there are "no cancellations" despite the flight restrictions. It would be beneficial for Jet Blue to address this promptly for both the airline and its customers booked to depart from the Turks. Information regarding booking trips to PLS is still available on their reservations pages, indicating a lack of awareness. I believe immediate attention is necessary to rectify this issue.

Hello, my name is Matt Cronin, a JetBlue Frequent Flyer. I flew to Sint Maarten on JetBlue Flight [redacted] on 03/13/[redacted] and was scheduled to return on 03/28/[redacted]. However, on 03/17, I received an email stating that my return flight was canceled. Despite numerous attempts to contact JetBlue by phone, I was unsuccessful. Eventually, I reached out through their chat line and was informed that no further flights were allowed to the country, which conflicted with the information that other airlines were operating. After arranging my own flight back to the US, I later found out that JetBlue had flights scheduled that I was not informed about. This lack of communication caused significant stress, financial burden, and ruined our vacation. As loyal JetBlue customers, we are disappointed by their handling of the situation and expect reimbursement for our return flight costs.

Subject: MX Operations Concern Dear Team, I am reaching out anonymously to raise concerns about the situation at our MX BOS station. It has come to my attention that there are operational disruptions occurring when R. Randall leaves the station with base manager Rob Greig, typically around [redacted] every morning, for extended periods. This absence leaves leads and supervisors to cover her responsibilities, leading to operational challenges. Moreover, there have been instances where a reassignment of schedules has taken place, causing further strain when R. Randall is absent for prolonged periods during work hours. Despite attempts to address these issues with Rob Greig, no resolution has been reached, and it is affecting team morale and operations. As we approach a new bid in two weeks, I urge for a fair and transparent process to ensure operational efficiency and team satisfaction. It is crucial for the management to address these concerns promptly to retain experienced staff and maintain a harmonious work environment. Best regards, A Concerned Team Member