JetBlue Customer Service Issues

As a frequent JetBlue flyer, I have always had positive experiences and recommended the airline until my recent incident on January 21st. When boarding Flight [redacted] in Santa Domingo, I was told my ticket wasn't stamped and needed assistance. Despite already passing security, I was unaware of this requirement. The male employee assisting me did not offer clear directions and seemed irritated. He then had a pregnant woman escort me back to Immigration to resolve the issue swiftly with the flight looming. This experience was disappointing and not in line with JetBlue's usual excellent customer service. I hope this behavior can be addressed to prevent such incidents in the future. Thank you for your attention to this matter.

I recently discovered that the flight I thought I booked a month ago did not go through. I made the reservation over the phone due to website issues. Today, while trying to get information about my booking, I spoke with a helpful representative named Israel who tried his best but couldn't provide much clarity. I found round-trip flights for Feb. 16 from Austin to JFK but had to confirm with my husband due to the increased fares. Unfortunately, while trying to complete the reservation online, the website stated my credit card was invalid. The agent, Deja, insisted I entered incorrect information despite me verifying it with my credit card company. After some back and forth, Deja finally agreed to process the payment over the phone without charging a fee if the website issue was the cause. Overall, the experience with Deja was unsatisfactory, and I believe better customer service training is needed. My name is Mary Ann Benson, a True Blue Member, and I hope for a partial refund due to the increased fare I had to pay for rebooking.

As JB members (#[redacted] & [redacted]) with JB credit cards, my husband and I rely on our vacations. Our recent flight #[redacted] from JFK to SXM on 1/5 was significantly delayed, yet JB compensated us with $75 each in credits. We had already paid for our upcoming family vacation in April (#RJOACP, USTCIL, LZQZBT, SSIQHP & TCAINH) and would like to use the credit towards luggage expenses since the travel agent booking did not cover it. Unfortunately, our flight on 1/19 #[redacted] (#SAEYWW & QSJJFP) was cancelled, causing us extra costs for accommodation, a car, and meals - a significant burden since we are retired and live on SS. I kindly request JB consider offering us additional flight credits for future travel and extending the expiry date, as it would greatly assist us due to the unexpected expenses incurred. Your assistance would be greatly appreciated. Thank you. - Stephanie & Thomas Pinghera

On February 10th, I made a flight reservation for myself and my wife, Lillian S., from MCO to LaGuardia airport. Flight [redacted] departing from Orlando at 12:22 pm and arriving in New York at 2:57 pm with confirmation code FGDQQG. We completed online check-in the day before. Upon check-in at the airport at 10:30 AM, we were notified of a delay and informed the flight would depart around 5:40 pm, resulting in a 7-hour wait at the airport. We switched to flight [redacted] departing at 2:13 pm to JFK to reduce our wait time at the airport. However, we lost our extra legroom seats and were seated in middle seats at the back of the plane. The flight was also delayed, leaving Orlando after 3 pm. We were disappointed as JetBlue did not notify us of the delay via text or email, causing inconvenience. The situation led to increased cab fare for the trip from JFK to Manhattan compared to LGA. We are also requesting reimbursement for the extra cost paid for the legroom seats we could not utilize on the subsequent flight. This experience with JetBlue was truly disappointing.

Good Morning, I am writing to express my dissatisfaction with JetBlue. This is my first time traveling with JetBlue, and I am scheduled to travel to Buffalo, New York on March 21, [redacted]. Unfortunately, a family emergency has arisen. California has been unusually cold, and my sick family members cannot handle the cold weather during our trip to New York and Niagara Falls. My husband is at risk of getting pneumonia. I am kindly requesting to change our travel date to avoid this situation. However, I am unable to afford the $[redacted] fee per ticket to make this change. We have been saving diligently for this trip and this unforeseen circumstance has put us in a difficult position. I used my JetBlue Mastercard to purchase the tickets. Your assistance in this matter would be greatly appreciated. Thank you. Regards, Shamina

I had to cancel my flight from FLL to CUN due to serious health reasons (transient global amnesia). The flight was scheduled for January 8, [redacted]. The details are as follows: Flight number: [redacted] JETBLUE A320, Confirmation Code: MSOVBZ. The insurance company, Blue Cross (La Croix Bleue), requested written proof of the flight cancellation and the cost of the ticket. Please send the requested information to my insurance company at [redacted] and also to my email [redacted] My name and file number are Louise Gagne #[redacted]. My address is [redacted] Avenue du Cristal, Alma, Qc G8E 2A5. My telephone number is [redacted].

I traveled on flight [redacted] on 2/21 from JFK to LAX. As I was the last to board, the flight attendant insisted on checking in my bag without providing a receipt. Despite my concerns about the lack of identification on the bag, she assured me it would be fine. Upon arrival, my bag was missing, and after multiple promises and conflicting messages, it turned out my bag was still in NY. The uncertainty about the bag ownership and the inconvenience of strangers potentially handling my belongings were frustrating. Without proper identification, the process was inefficient and led to delays in reuniting me with my bag. I was disappointed with the lack of care and communication during this experience. Looking ahead to my return flight on February 27th, I am determined not to check my bag under any circumstances.

Dear Sir or Madam, We have purchased a JetBlue ticket for our son, Braghis Daniel, traveling from New York to Cartagena on March 9 and returning on March 16. Daniel, who was born on April 6, [redacted], is an international student flying to Colombia for a Cultural Exchange Program. We have the confirmation from JetBlue and are inquiring about any regulations for underage passengers traveling alone. As of April 6, he will be 18 years old, and we will not require any assistance from JetBlue for him. We have already sent him a scanned letter of consent. Romanian citizens do not need a visa for Colombia. Do you recommend any additional steps in his situation? Thank you very much. G. and M. Braghis

I flew on Jetblue Flight [redacted] from JFK to ORD today, which was supposed to depart at 7:37 AM but left at 12:08 PM due to mechanical issues with the incoming aircraft. Gate changes and lack of transparency were frustrating. I reached out to give feedback and the customer service agent was helpful. The in-flight TV didn't work, and the flight attendant, Jonathan, was unhelpful and unfriendly. Another passenger mentioned receiving compensation, and I would like my airfare refunded as well. I expect Jetblue to address this promptly. While leaving the plane, the lack of acknowledgment from the pilot was disappointing given the situation.

Subject: JetBlue Flight Experience Feedback Dear JetBlue Customer Service Team, I am writing to share my feedback on my recent experience on flight #[redacted] from Puerto Plata, DR, to JFK, NYC, on February 16, [redacted], under reservation # EBJTQZ. While I understand that technical issues like the radar system failure are beyond your control, the resulting delay causing us to be stranded in Fort Lauderdale, FL, without the option to deplane or access proper meals was concerning. The flight, which was supposed to arrive at 4:29 pm, landed at 10:30 pm, leaving us tired, hungry, and uncomfortable. The offer of a $75 credit on our JetBlue accounts ([redacted] Walter Brown and [redacted] Patricia Brown) felt insufficient to address the inconvenience. As loyal JetBlue customers with a significant point total, we kindly request a deposit of 30,[redacted] points into our JetBlue rewards account, equivalent to the approximate cost of the flight. We value our relationship with JetBlue and hope for a positive resolution to this matter. Thank you for your attention. Best regards, Walter Brown

My family and I experienced a significant delay on our flight from Boston to Jacksonville, Florida on February 24, [redacted]. Originally scheduled for 9:00 pm, we faced a series of delays resulting from the late arrival of the connecting plane from Florida. Despite being informed of a rescheduled departure time of 11:00 pm, upon reaching the gate at 10:00 pm, we were only then notified that the flight was delayed until 2:00 am the next day due to a lack of available captain. The lack of timely communication from JetBlue caused unnecessary stress, with passengers becoming increasingly frustrated and disruptive, particularly challenging with a young baby. Improving communication could have potentially avoided the situation, as a new captain might have been found if notified earlier. While we enjoy traveling and wish to continue flying with JetBlue, it is crucial for the airline to prioritize understanding the needs of families, especially those traveling with infants. We hope that such incidents will be prevented in the future, and that JetBlue will appreciate and respect its loyal customers like us.

On December 2nd, I traveled from Salt Lake City, Utah to Fort Lauderdale with a connecting flight to Havana. When I arrived in Havana, my carry-on luggage was missing. I reported the issue to a JetBlue representative named Raúl immediately upon arrival. He showed me photos of my damaged luggage and assured me a new one would be sent promptly, which arrived around 5 p.m. I live 12 hours away from Havana, causing me to miss my trip to Santiago de Cuba due to the delay. Upon returning home, I discovered missing items, including an iPhone 6, totaling around $1,[redacted]. I am only raising this complaint now as I just returned due to my mother's health situation. I hope we can resolve this issue. Thank you, Silvia Maria Echeverria Benitez.

Yesterday, March 1, my Tampa to Boston flight #[redacted] was canceled, and we were informed at 3:22 AM. The flight was rescheduled for March 2, but we missed the email notification and went to the airport, where we discovered the cancellation. We were rebooked for a connecting flight through JFK which got delayed due to weather. Ultimately, we were moved to a DC flight leaving at 5:45 PM, significantly later than our original 10:30 AM flight. Despite being told there were no options for a direct flight to Boston, I learned afterwards that there were available flights through other customers who successfully boarded. As a TrueBlue member #[redacted], I expected better adherence to Jet Blue's customer Bill of Rights, especially regarding re-accommodation on the next available direct flight as promised. I am concerned about the discrepancy in treatment and would appreciate clarification on the airline's commitment to its policies.

Dear Forum Members, I reside in Malibu, CA, and recently discovered that my daughter will be relocating to New York. After doing some research, I came across a glowing review of Jet Blue's Mint service on a blog by Johnny Jet. Intrigued, I decided to sign up for True Blue and apply for the JetBlue Plus Credit Card on 21 Feb, [redacted]. Unfortunately, my application was declined by Barclay's and I was informed that I needed to submit my IRS tax returns for further review due to being flagged as a security risk. This came as a shock to me, as I have a solid credit history and have never encountered such an issue before when dealing with other financial institutions. I reached out to JetBlue customer service and spoke with Stephanie and Jamie, who were unable to provide specific details regarding why I was considered a security risk. This experience has left me feeling frustrated and perplexed, as I am simply a father wanting to visit his daughter and utilize the services of a company known for its customer service. Any assistance or guidance on how to proceed would be greatly appreciated. Thank you, Frank Lavac

I am extremely dissatisfied with Jet Blue's service during my recent travel experience. I arrived from Hong Kong on February 24, connecting through JFK to Jamaica. Despite the plane still being there, I missed my flight to Jamaica due to delays with baggage and security. After being rescheduled for the next day and eventually making it to Jamaica, my luggage did not arrive. It is now March 3, and I have yet to receive my bag, causing significant inconvenience. Jet Blue's lack of professionalism and communication has led me to vow never to fly with them again. I have been attempting to contact them using the provided number with no success until this morning, where I was assured of efforts to expedite my bag delivery. The mix-up with my phone number on the form has only added to the frustration, creating confusion about attempts to deliver my bag. The entire situation has disrupted my plans and caused me unnecessary stress. I hope for a resolution promptly as I prepare for another trip on Tuesday.

Our trip was a nightmare. Our flight was delayed leaving Barbados and had to divert to Fort Lauderdale due to a faulty high pressure bleed system. Despite the plane functioning fine at 39,[redacted] feet, we couldn't continue to JFK. In Fort Lauderdale, we faced chaos. Initially promised food at the gate after customs, we were then sent to another terminal to check our bags, only to end up missing out on the meal and rushing to the plane. Onboard, some passengers received pizza while we got nothing. When we arrived at JFK and were rebooked for an early flight, being sent to a hotel didn't make sense, so we chose to stay at the terminal. One of our bags was lost but later delivered. We are exhausted and disappointed, and the compensation offered doesn't make up for the stress. We request vouchers for two round trip tickets within the US. The return experience tarnished our vacation, making us question staying loyal to Jet Blue. The lack of human assistance via the toll-free number added to our frustration.

I am deeply disappointed and outraged by JetBlue’s decision to honor a convicted "cop killer." As a retired Maryland State Trooper, this is a disrespectful act towards all who serve and risk their lives daily. I vividly remember studying this case during my time at the police academy and the pain of the family who lost their loved one to such a tragedy. JetBlue listing her "accomplishments," including being the first woman on the FBI's Most Wanted List for escaping to Cuba after murdering a police officer in [redacted], is unacceptable. How can JetBlue view this as an achievement? I will be choosing an alternative airline for future travel rather than supporting a company that praises a convicted murderer. Shame on you, JetBlue. Vicky A. Patton, Maryland State Police (Retired)

I had a disappointing JetBlue experience during my recent flight from JFK to San Diego on 3/7/19 at 4 pm. Firstly, I encountered a rude airline representative, Ms. Johnson, at TSA precheck in JFK. Then, onboard the flight in seat 22F, my entertainment system was not functioning despite attempts to reset it. The flight attendants were friendly but the $15 travel bank offered as compensation was insufficient for the inconvenience. I usually choose JetBlue for the in-flight entertainment, so the lack of TV, radio, maps, and movies made the flight uncomfortable. Even though the flight attendants tried to help by suggesting another seat with TV, only middle seats were available, and I couldn't be moved to empty aisle or window seats in mint class. I am dissatisfied and believe a higher compensation, such as a credit or free enrollment in Mosaic, would be appropriate. The entire experience has left me very upset and sleepless. Please address this matter promptly to retain me as a loyal customer. Thank you. Regards, Phil Stern

Dear TrueBlue Team, I am writing to bring to your attention my recent disappointing experiences with JetBlue. As a loyal customer who has flown with your airline frequently over the years, I have noticed a decline in the quality of service during my last three trips. On March 7th and March 11th, there were significant delays of almost 2.5 hours that caused inconvenience and disturbances to my schedule. My most recent flight on March 20th was particularly frustrating due to a booking error and lack of available seats. Despite my attempts to use my points for a free flight, I encountered technical difficulties and ended up with a subpar experience with no available Wi-Fi and an unsatisfactory seating arrangement. I am reaching out to request a resolution to this matter, whether it be a refund of points or another form of compensation. As a business owner who travels frequently, I have always chosen JetBlue for my flights, but I am now considering other options unless this issue is addressed satisfactorily. I appreciate your attention to this matter and look forward to hearing from you soon to discuss potential solutions. Sincerely, Christopher A. Carrion Owner, Wicked Clean Car NH Branch: [redacted] Dallas Branch: [redacted]

We had four seats reserved for a March 2nd flight from Boston to Orlando. JetBlue emailed my husband on March 1st at 5:15 pm to inform us that our flight was cancelled. He saw the message at 7:00 pm, called, and waited on hold for an hour. We were only offered the choice to rebook for a 2:20 pm flight on March 3rd. Originally, we paid for premium seats on an 8:30 am flight, which was more convenient for us. However, we were placed in separate middle seats for the later flight. JetBlue cancelled an excessive [redacted] flights on March 2nd, disproportionate to other airlines who cancelled far fewer. Despite having multiple flights from Boston to Orlando that day, they chose to cancel ours. They made an empty promise at the airport to seat families together and then couldn't deliver. I am requesting a $[redacted] credit as compensation for the inconvenience, loss of vacation time, additional expenses, and downgrade in our flight arrangements.