JetBlue Customer Service Issues

My 26-year-old son, who has autism, frequently flies alone. In the past, family members have always received gate passes to assist him, but today, the Jetblue manager denied me a pass because my son is an adult. Consequently, I stood at the airport, hoping for assistance as he landed on flight [redacted]. While I understand I should have arranged for support when booking, I still feel I should have been allowed a gate pass. Despite explaining my son's situation to two Jetblue staff members, compassion seemed lacking. I fail to see the harm in granting me access to the gate.

When JetBlue canceled our flight, we were left with no guidance on what to do next. Desperate, we headed to Alaska Airlines and managed to book two seats for $[redacted] each, a steep increase from our initial $[redacted] JetBlue tickets. Despite JetBlue offering a $[redacted] credit for the cancellation, the $[redacted] difference in cost for the new last-minute tickets is substantial. We believe a refund in cash is necessary to cover this hefty additional expense we had to unexpectedly pay out of pocket. Once I locate my paperwork, I can provide more detailed information. Thank you for addressing this issue. Best regards, K. and E. Kelly

Dear JetBlue Customer Service Department, I am writing to express my disappointment and frustration with the flight experience my wife, Linda T. Volckmann, and I had on November 15th on flight [redacted] from Fort Lauderdale to Salt Lake City. We experienced a series of delays and ultimately a cancellation due to the pilots reaching their maximum duty time. The lack of communication during the two-hour tarmac wait and the chaos upon deplaning were quite upsetting. After a challenging experience rebooking through 1-[redacted]-JetBlue, we had to rearrange our travel plans significantly and incur additional expenses for accommodations and transportation. While other airlines typically compensate passengers for similar situations, we did not receive any information regarding compensation from JetBlue. I kindly request that JetBlue reconsider the compensation for the inconvenience and distress we encountered during this ordeal. Your website states that this flight is eligible for compensation, and I hope you will take this into account when reviewing our case. Thank you for your attention to this matter. Sincerely, Carl E. Volckmann JetBlue Frequent Flier #[redacted]-[redacted]

Hello, I am Paul P., and I needed to alter my ticket because of a health emergency. As a kidney disease patient with a stent and multiple kidney stones, I had to return home early due to severe pain and running out of medication. When I contacted JetBlue, they charged me $[redacted].00 per person to change our tickets. Unfortunately, my daughter and I had no other option but to make this change quickly. I am kindly requesting assistance in obtaining a partial refund for both tickets as I found the change fee to be quite high given the circumstances. Your help in this matter would be greatly appreciated. Thank you in advance for your understanding. Sincerely, Paul P.

On my recent True Blue flight #[redacted] with Confirmation Code HYBETN on Flight [redacted] from Newark to Tampa, I encountered some issues with the NY-based flight crew. Firstly, a flight attendant named Zulimar forcibly removed my bag from the overhead bin, causing damage to the contents, which were a birthday present for my 98-year-old mother. Despite my attempts to intervene, my bag was mishandled without my consent. Additionally, during the flight, another flight attendant and the co-pilot blocked the aisle for an extended period for a personal conversation, preventing passengers from accessing the restroom. This unprofessional behavior, including the flight attendant sitting in the co-pilot's chair, was concerning and disruptive to the flight experience. While these incidents were disappointing, I want to express that my opinion of Jet Blue as a loyal customer remains positive. However, I hope that such occurrences are addressed to maintain the airline's standards of professionalism. Thank you for your attention to these matters. Sincerely, Jeff Feig

As a Canadian who spends a fair amount of time in the US, I am disappointed by the lack of a dedicated phone number for Canadians on JetBlue.com. While they have one for the Caribbean Islands and even for Ireland, a country with a smaller population, it's surprising they don't cater specifically to the 36.7 million Canadians who often fly within the US from Canada. The proximity of Canadian residents to the US border makes it a common practice for many to drive to the US for domestic flights. It seems odd that JetBlue includes Canadians in their general international phone group. Additionally, encountering difficulties while booking via a Canadian-purchased Mac is frustrating, leading to long wait times for call back support. Today, I've been waiting for almost 40 minutes for assistance in booking a flight.

My experience with flight [redacted] from Newark to Orlando was disappointing due to technical difficulties. After hours of waiting for the next flight, I ended up missing my connection to Sao Paulo. My family and I received disrespectful treatment at the gate, and despite my bags being on the plane I was barred from boarding. The aircraft departed with my belongings, leaving me stranded. Although I was assured my bags would reach my destination, their current whereabouts are unknown. If my bags cannot be located, I expect compensation for my family's lost items. The ordeal was unacceptable, and I am eager to be reunited with my belongings promptly.

I encountered a frustrating situation with JetBlue recently. The staff at White Plains airport were not very accommodating when my 6:30am flight was continually delayed due to an electronic problem. I believe they should have arranged for an alternate plane sooner. To make matters worse, there was a 10:00am flight to Orlando that ended up leaving before our delayed 6:30am one! It's disappointing that they didn't prioritize this accordingly. This isn't the first time I've had issues with JetBlue, and what's more disheartening is that, today, my son is getting married in Orlando. It's extremely upsetting as I now have very little time to prepare for this important event. I am truly disappointed and frustrated by this experience. - Bonnie Egloff

On December 9, [redacted], my friend and I were flying from New York LaGuardia Airport to Fort Lauderdale, Florida on flight [redacted], which got delayed. While waiting at the bar restaurant, we were informed of another delay. During boarding, we were offered complimentary seat upgrades to exit rows. However, we were relocated to the back of the plane due to an allegation of intoxication. Despite our cooperation, we were escorted off by security after my friend inquired about the stewardess's name. I requested a breathalyzer test, which I passed. Subsequently, we had to take an early morning flight. Despite reaching out to JetBlue for clarification and footage of the incident, my complaint remains unaddressed. This experience was embarrassing and unfair, leading my friend to vow never to fly JetBlue again. I hope for a prompt response from JetBlue to resolve this issue. Thank you for your attention. - Lisa F.

Hello, I'm Valentine Boyce, member number [redacted]. I am inquiring about the discrepancy in my points balance between the October [redacted] statement, showing 46,[redacted] points, and the December [redacted] statement, showing 27,[redacted] points, with over 19,[redacted] points delinquent. I had previously used 17,[redacted] to 18,[redacted] points to book a flight from LAS to BGI for 7th December. Upon speaking to a representative about using my Veterans eligibility for the flight, she mentioned canceling my booking, returning the points to my account, and rebooking with my Veterans Advantage discount. However, I have yet to see the points returned to my account or the flight points for Las Vegas to Barbados added. Could you kindly correct my account or provide an explanation for this discrepancy? Thank you, Valentine Boyce

On my recent Jet Blue Flight [redacted] from Tampa to JFK on Thursday, December 27, as a senior citizen traveling alone, I encountered an issue with the head flight attendant. I asked for water for my medication, but he jokingly refused and never delivered it despite my need. When I mentioned this upon leaving, he apologized for forgetting, but by then, I was already upset. Not having my medication disrupted my health, which could have escalated into a serious problem during the flight. This experience has left me questioning if Jet Blue truly respects its elderly passengers, making me hesitant about flying with them again.

Upon arriving at the bag drop area in Jacksonville, Florida, I was informed of a flight delay by Eduardo. I expressed my frustration at the situation, and when I inquired about the delay, Eduardo advised that delays can occur. I reacted strongly, to which Eduardo mentioned maintaining a respectful tone for the safety of all passengers. Despite requesting an explanation for the delay, we were denied boarding. Subsequently, upon seeking a supervisor, Jessie, who had concealed her ID badge, offered an apology with what seemed like dismissive body language. This experience has left me dissatisfied, and I feel the need to address the lack of courteousness from the staff. My job may ask for an explanation regarding the delay, but being told these things happen is not sufficient. I am disappointed with the service received and have decided not to fly with JetBlue in the future.

On 12/23/18, I, Virginia A. Norman, traveled with my 87-year-old mother, Hipolita Diaz, from the Dominican Republic. We chose seats in the second row for easy restroom access due to my mother's limited mobility. Unfortunately, the front restroom on the plane was out of service before departure, leaving my mother unable to walk to the back restroom. She had to endure discomfort until our arrival in NYV. This experience was upsetting and inconsiderate, making me hesitant to fly with you again. I usually fly JetBlue and have never encountered such a situation. I did not receive a feedback survey this time. I await a prompt response to address this issue. [redacted]

Dear Customer Service, I recently traveled with JetBlue on December 29, [redacted], and my experience was extremely disappointing. My flight from NY JFK to Fort Myers FL RSW was scheduled for 9:30 pm but was repeatedly delayed without explanation. We finally boarded the plane at 11:30 pm with no apologies or clear reasons for the delay. When we arrived at our destination around 3:00 am, I missed my ride and couldn't afford a taxi or a hotel due to the unexpected delay. I had to spend the night at the airport until someone could pick me up. This is the second time I've faced such issues with JetBlue, and I feel their lack of professionalism is unacceptable. Despite this, I must commend the pilots and crew for their kindness and efforts to make the flight comfortable for everyone. I hope that JetBlue can improve their services to provide a better experience for passengers in the future. Thank you and best wishes for the New Year. Sincerely, Marie P.

Our recent Jet Blue flight from Long Beach to Grand Cayman and back was extremely disappointing. Starting from the flight attendant on the first leg who was preoccupied with personal tasks, to the rude staff on the other flights, our experience was subpar. The in-flight entertainment was also problematic with malfunctioning screens. Delays and full overhead bins added to our frustration, leading to damaged luggage upon arrival. The lack of professionalism we encountered with the Boston-based crew was concerning. This entire flying experience was the worst we've ever had, making us vow to never return with Jet Blue to Grand Cayman. Additionally, the confusion at the Long Beach baggage claim compounded our negative experience.

We had 5 tickets from Santa Domingo to Boston today. The flight got canceled. After contacting JetBlue, they rescheduled our tickets for another time without any additional charges. Later, we received another cancellation notification for that flight. Despite trying to reach JetBlue via phone calls, chats, and their website, we couldn't find a solution. Due to the urgency of the situation and being unable to reconnect with JetBlue, we bought one-way tickets to New York City for $[redacted] each as they were the only option available to us. Traveling with our three children for a family vacation, we now seek reimbursement for these unexpected expenses as we were compelled to make this purchase because of JetBlue's unresponsiveness. We hope to recover the costs for the tickets we were forced to acquire. We also had to sacrifice 24 hours of our planned vacation trying to sort this issue out. Your assistance in resolving this matter would be greatly appreciated. Thank you.

Dear Jet Blue Team, I am a loyal fan of your airline and have recommended it to many. I am reaching out with a special request for our incredible Hospice Nurse RN, Carol, who will be flying with Jet Blue for the first time on her trip to Boston from Long Beach on January 31. Carol is a shining star in our lives, providing exceptional care to my mother who is on hospice. I am putting together a "Have a great trip" basket for her and would love to include some fun promotional items from Jet Blue as a surprise. I understand this is short notice, but any help would be greatly appreciated. Your kindness would mean the world to us. Warm regards, Diane

Dear Mr. Robin Hayes, CEO of an exceptional airline, I am a devoted passenger of Jet Blue and have always admired your service. I have a heartfelt request for a special gift for our hospice nurse, Carol. She is going on a well-deserved holiday to Boston and I am trying to put together a "Have a great trip" basket as a token of appreciation. I am hoping you might have some promotional items or fun treasures from Jet Blue that she can enjoy on her flight. Despite my short notice, I am optimistic that with your generosity, we can create a memorable surprise for our deserving RN. Your kindness in sharing some Jet Blue love with Carol would mean the world to me and my bed-bound mother, who is deeply touched by Carol's care. Please consider this act of kindness to brighten Carol's journey. If you are able to assist, please send any correspondence to the address below: Amazing Carol, RN C/O of Betty Ebling - mom [redacted] Fleurance Laguna Niguel, CA [redacted] Thank you immensely for your consideration. Warm regards, Diane, grateful daughter and caregiver

Hello, I have been trying to get assistance regarding my flight to Orlando on Dec. 14, [redacted]. Our points were not correctly added to our account. I had issues with my "more legroom seat points", and my husband and my son's accounts were merged. Additionally, our family pool was deleted. Despite multiple calls to customer service, lasting over an hour each, with conflicting information each time, the problems were not resolved until I spoke with Misty in the True Blue Department today. After an hour and a half on the phone with Misty, the issues were finally fixed. I requested some form of credit for the inconvenience but was informed it wasn't possible. I am disappointed with the customer service experience and will reconsider my choice of airline for future flights to Orlando. I need to purchase tickets for August for a group of 15 people. Thank you for your attention. Sabrina D.

I purchased three round-trip tickets for my elderly parents and aunt to visit me in West Palm Beach, Florida. Their flight from San Diego to Fort Lauderdale was a smooth experience, although they were only offered coffee and pretzels. However, their return flight, B6 [redacted] to San Diego, faced issues with seating arrangements. Despite my efforts to rectify the situation with Jet Blue, they were unable to sit together, causing distress to my dad. Despite the flight attendants' kindness, my dad was too upset to accept any treats. He even refused a wheelchair upon arrival in San Diego. It was a disappointing experience, as I have always considered Jet Blue to be one of the best airlines. This incident was particularly hard for my elderly parents, and it has left me feeling disheartened about our future travels with the airline. Best regards, Diana Abifayker