JetBlue Customer Service Issues

Dear JetBlue, I would like to address an issue regarding our upcoming trip to Ireland on April 24th with a return flight booked through Celebrity Air. Due to the cancellation of all sailings by Celebrity Air until May, we are requesting a refund for our airfare. We were not informed that the flights were non-refundable at the time of booking. The tickets are in the names of Kurt Satter (Ticket number [redacted] - $[redacted].75) and Nell Lamury (Ticket number [redacted] - $[redacted].75). We had been saving for three years for this cruise and it is financially challenging for us to lose the flight fees. Given our age and limited travel, we do not have plans for rebooking. I kindly ask for a full refund to the original credit card used, which belongs to me, Dianne Richardson. Your assistance in resolving this matter would be greatly appreciated. Sincerely, Dianne Richardson

On March 12, I was scheduled to fly from Sacramento to New York with Confirmation #IHXUZM for flight [redacted] to connect to Ireland. Unfortunately, due to COVID-19 causing Ireland to shut down, I attempted for hours both online and by phone to cancel my flight within the 12-hour window but faced difficulties. JetBlue kept disconnecting my calls after about 20 minutes, causing me to be marked as a no-show. I find this situation frustrating. Now, I am being informed that I can receive a refund. I had diligently saved for this trip over a year, being 75 years old with a limited income, and I believe I deserve fair treatment as a customer. Despite the challenging circumstances, my money is just as important. I intend to pursue a refund for the mentioned flight since the airline's systems made it impossible for me to cancel either through phone or online channels.

I usually choose JetBlue for my flights. I had booked a trip to Aruba, departing on Sunday, March 15, and returning on Saturday, March 21. My partner and I, both essential workers - a nurse and a pharmacist - were hesitating about going, but we were reassured that our flights were confirmed. Unfortunately, on Monday, I received an email informing me that our return flight had been canceled. After much effort, we were only able to secure a flight for Wednesday without any further options. Our friends, who were flying with American and United, were staying until Friday. Given the circumstances, we understand the challenges involved, but missing out on a much-needed vacation was disappointing. We were hoping for assistance in rebooking a future flight to make up for this disappointment. The experience of trying to rearrange our return flight was stressful and time-consuming. We value any help in arranging a future booking, as we only proceeded with our plans because we believed our flights were guaranteed. Thank you for considering our situation. Sincerely, Patty Lyman.

I traveled to Newark, NJ from Ft Lauderdale on March 13, [redacted], on Flight #6. The flight was delayed by nearly two hours, with multiple incremental pushes back. Once on board, we experienced a terrifying moment when the plane abruptly stopped on the runway just before takeoff, causing passengers to lurch forward. Thankfully, I was not hurt, but it was a distressing experience. After being evacuated, we boarded another plane without being offered food and arrived in Newark more than five hours late. I had to spend extra money on transportation and felt significant anxiety due to the incident. While I appreciate the $50 voucher from Jetblue, I believe a more suitable compensation is necessary considering the trauma, expenses, and fear caused by the flight's unexpected events.

Hello, my name is Patricia Barry. On 3/28, I needed to cancel my flight to Florida. The confirmation code is MRXSRC. I utilized points for the booking, but the representative only credited 9,[redacted]+ points to my account initially. It was agreed that more points should have been credited manually at a later time. I understand the current high volume of requests and cancellations affecting Jet Blue's operations. I want to confirm if True Blue/Jet Blue acknowledges the situation and can provide me with an update on when I can expect the remaining points to be added to my account as I plan to rebook. Thank you.

Unfortunately, the wedding we were looking forward to in Arizona has been cancelled due to the pandemic. Additionally, our flight plans have been altered. As a result, I am requesting to cancel our reservations for travel from Boston to Phoenix in May and seek a refund for the Jet Blue points used to purchase the tickets. We also need to cancel the car rental arranged through Jet Blue. The confirmation code for this booking is ENQLXT. Your assistance is greatly appreciated. Thank you. - B. R.

My trip with confirmation number DPTZQD had to be canceled due to a flight schedule change. The early morning flight on 4/11 was switched to a late evening one, shortening our vacation. Since I couldn't extend the trip, I contacted customer service on 3/24 to cancel. I received flight credits for two people, but I later learned that the government requires airlines to provide full refunds for flight cancellations. Considering the current financial challenges, I'm kindly requesting a refund to the credit card ending in X5531, used for purchasing the tickets. My name is Rebecca J. and the trip was planned with Claire W.

I called JetBlue customer service on March 28, [redacted], at 1:00 pm EST to inquire about a refund for a ticket I canceled due to the pandemic. The representative, Jill, assured me that the refund would be processed to my bank account by April 7, [redacted]. However, today I was informed that I would only receive JetBlue credit, not a refund as promised. I did not voluntarily cancel my flight but was following stay-at-home guidelines. It is disappointing that only certain tickets are eligible for refunds, as this was not communicated clearly in the cancellation fee waiver messages. I was expecting a refund of $[redacted].46 during this crucial time, and it is unsettling that JetBlue may be withholding funds when they are needed most. This unforeseen exception clause has caused distress, and my family will reconsider flying with JetBlue in the future. Thank you, Cynda L. Balboni.

Dear team, Due to the coronavirus outbreak, we received an email notifying us that our JetBlue flights BOS-DEN on April 12th and April 17th (flights [redacted] and [redacted], confirmation code FAXXAZ) have been canceled. Our intended trip from Barcelona to Boston to Denver to visit our son at UCCS for his final project is unfortunately not possible due to travel restrictions from Europe. We are unable to reschedule this trip in the near future, so we kindly request JetBlue to refund the fare to our credit card instead of providing credit in their JetBlue Travel Bank. We appreciate your understanding and assistance. Thank you, R.M. and A.C.

Good evening, I need your help. I had a reservation for April 1st to Haiti. Unfortunately, due to COVID-19, Toussaint Louverture Airport was not available. I tried to go through Santo Domingo by making another reservation for April 4th, but faced the same issues. JetBlue informed me that the flight was cancelled. However, a friend told me that JetBlue will resume flights at the end of the month. Please let me know when the first flight from Syracuse to Port-au-Prince will be. Also, with the money I have with JetBlue, please make another reservation for May 12th if there will be a flight from Syracuse to Port-au-Prince. My last flight number from Syracuse to Santo Domingo was BJYDRH. Thank you, R.D. Gaston

I made a reservation for a flight from Burbank to Boston and Provincetown for 6/2 going back on 6/9 with reservation code TKUFNV. Unfortunately, due to Covid-19, the event was canceled on 3/18. I had heard that cancellation fees were being waived, so I decided to cancel my flights with JetBlue as a gesture of goodwill. Shortly after, JetBlue canceled the Boston to Burbank flight with reservation EQDWCI. However, I was charged a $75 cancellation fee. Despite canceling the Burbank to Provincetown flight online, I did not receive any Travel Bank credit for either leg of the trip. I believe I am entitled to a full credit for the entire itinerary since the cancellations were due to Covid-19. Currently, I have only received a $68 credit to my Travel Bank. I attempted to contact JetBlue by phone, but the hold times were long and the call quality was poor.

I wanted to share my experience on flight [redacted] from Ft. Lauderdale to JFK. When booking, I was informed about the supposed social distancing measures in place, such as leaving middle seats empty. Unfortunately, this was not the case. When I raised concerns about sitting next to someone, I was given unsatisfactory responses. Only after requesting a seat change did we notice other empty seats around us. Despite the back of the cabin being mostly empty, passengers were concentrated in the front 14 rows. My elderly husband and I felt unsafe due to the lack of adherence to social distancing protocols. I have photos of the empty cabin to support my observations. If anything happens to us, I hold JetBlue accountable for not prioritizing passenger safety and misinformation provided. - Elaine C.

I have noticed that I have $[redacted].20 in travel funds expiring on 11/18/20 under the account number ending in [redacted]. My name is Tali Klebanow, and you can reach me at [redacted] or [redacted] Due to the current circumstances, my family, being high-risk, will not be traveling for the foreseeable future. I am requesting an extension of 12 months for these funds. We recently had to cancel a trip due to a family death, and while Delta refunded us, JetBlue provided a credit that I cannot afford to lose as well. I have tried contacting a supervisor through email without success. I am disappointed by JetBlue's lack of communication and understanding during this difficult time. I urge you to consider our situation and the financial strain brought about by COVID-19. Please provide a more personalized response as generic emails do not address my concerns adequately. Your assistance in extending the travel funds expiration date would be greatly appreciated.

We need to consider consequences for whoever or whatever is responsible for this situation. Just as when a plane is shot down, there are repercussions. If a specific region fails to prioritize health oversight, there should be consequences, especially if this has happened multiple times in the past 16 years with 2.5 pandemics. The party responsible for this needs to face consequences. This is not about individuals; it goes beyond political correctness. The focus on being politically correct in the past decade has led to a lack of diligence under the guise of collaboration. Where is that global collaboration now? The region responsible for these repeated incidents must be held accountable for the lives lost. It's time to move away from the idea of inclusion for the sake of it. Let's demand answers from the region responsible and ensure they face the necessary consequences for their lack of oversight and information sharing. Stay safe.

Our flight got rescheduled from 6/17 at 7 pm to 6/17 at 7 am, and then three weeks before the flight, it was canceled. Despite rescheduling using Travel bank, I still had to pay the fare difference. While I understand the ongoing impact of Covid-19, it feels unjust that I had to cover the added cost when the cancellation was not by my doing. Given the previous payment for the now-canceled flight, I believe Jet Blue should offer rebooking onto another flight without extra charges, especially given the current challenging situation where many are facing job losses. I am seeking a credit for the fare difference paid due to Jet Blue's cancellation.

I'm seeking advice on how to assist my husband in returning to the US from Haiti. He has been stranded since March 4 due to the airport closure and with the current situation with the virus in Haiti, I am concerned about his health. 1) I noticed your upcoming flights are scheduled to resume on June 18. I have contacted the Embassy in Haiti, but they are unsure about when the airport will reopen. Do you have any information regarding this since your flights are resuming? 2) If we use the Travel Bank funds to reschedule his flight and the airport remains closed past June 18, can we cancel and keep the ticket value in the Travel Bank? 3) Can you inform us when the airport in Port au Prince reopens? 4) Will my husband need to quarantine in Florida when he arrives from PAP before taking a connecting flight to California? We need this information to plan accordingly. We are unsure about many aspects of his return trip and have been directed to seek information from the airlines. Your prompt response would be greatly appreciated. Thank you, Pamela Riche-Guillaume

My son's July [redacted] wedding in Turks and Caicos was canceled. The travel agent had booked flights and a vacation for myself separately and also for my other son's family of four. I am looking to rebook both reservations using my Jet Blue card. The travel agent mentioned that the original bookings were "rolled over" over a week ago. Unfortunately, I had been dealing with my sister's death from COVID-19 for over a month, so my priority was handling that situation. I need to confirm if I can rebook both vacations using my Jet Blue credit card through the travel agent and if any credits from changes made to the flights/vacation package can be applied to new bookings with Jet Blue. It's a bit confusing, but I am seeking clarification as soon as possible. Thank you.

I had a reservation on JetBlue from FLL to BUF on May 8th, which was cancelled. I was rerouted through BOS, but due to my wife's health condition, I needed a nonstop flight. I made a new reservation for a nonstop flight on July 2, but on June 2, I was rerouted to JFK. This change was not suitable for me, as it included a layover. I tried to reach JetBlue for assistance but was unsuccessful. The refund policy allows for a refund if there is a 2-hour time difference in the flight schedule. I am frustrated with this experience and would like someone to address this matter. Thank you.

Revised Post: JetBlue altered our non-stop flight to a stopover on July 11, [redacted]. Our confirmation code is MCJQYI. While checking their website, we couldn't find the appropriate tools to cancel our trip and request a refund to our MasterCard rather than a credit on a Travel Bank account. We are not interested in converting our non-stop flight to a stopover via Lauderdale; we prefer a refund on our MasterCard. According to JetBlue's policy, schedule changes from a non-stop to a connecting flight may be eligible for a refund to the original form of payment. Can you assist with this request or forward it to customer service? Thank you for your help and stay safe. - Erik C.

I booked a reservation with Travelocity half a year ago. Recently, I was notified of a change in departure time and given the option to cancel. I tried to cancel online, but the reservation still shows as confirmed. Unfortunately, the new timing doesn't work for us to make it to the airport. I attempted to reach customer support online but waited over an hour with no luck. I've made alternative JetBlue reservations from Orlando to the same destination instead of Ft. Lauderdale. How can I finalize the cancellation to receive a refund, as advised?