JetBlue Customer Service Issues

I urge CEO Robin Hayes and all concerned parties at your organization to take note of the treatment of women. Recently, I became aware of the lawsuit filed against two JetBlue pilots, Eric Johnson and Dan Watson, by two female JetBlue employees following incidents where they were drugged and assaulted by these pilots. I am horrified by JetBlue's lack of action when these women reported these assaults. This indicates a failure on JetBlue's part to protect women. I no longer feel comfortable flying JetBlue until these pilots are dismissed and appropriately penalized. It appears that JetBlue prioritizes male pilots over the safety of female employees. I am convinced that if these men had assaulted any woman in your life, you would act promptly. We refuse to remain silent. This issue is gaining traction, and we are organizing a widespread boycott of JetBlue until these individuals are terminated and face consequences. JetBlue, you should be ashamed of this situation. Please, do what is right. S. Silva

We recently booked a flight to India with JetBlue from ATL to JFK and then continuing on Emirates from JFK. While checking in at JetBlue, the representative mistakenly put my infant's surname as the mother's. Despite trying to rectify this at the JetBlue check-in point, the representative was unhelpful and refused to make the correction, citing it was booked through another party. I explained that there was no issue with the booking itself but rather an error made by the representative who issued the tickets. I was told the correction could be made at the gate, but when my wife inquired during boarding, JetBlue did not address the error. I am concerned that this mistake may cause complications for my wife during her connecting flight at JFK. Your prompt attention to this matter would be greatly appreciated. Thank you, Venu

I bought two tickets for myself and my sister, S. G., to go from EWR to PBI on March 29, [redacted], returning on April 2, [redacted]. Unfortunately, S. G. is unwell with asthma, sinus, and ear infections and her doctor has advised against flying. I need to cancel her round trip ticket with confirmation number KWKJXE. I will proceed with my original travel plans. I have trip insurance (claim number [redacted]) and will file a claim with Allianz after obtaining a doctor's note for S. G. I have already confirmed with Allianz that this situation is covered. Please cancel S. G.'s JetBlue flights on March 29, [redacted], flight [redacted], and April 2, [redacted], flight [redacted].

I bought two tickets, one for myself and one for my sister, S. G., for a flight from EWR to PBI on 3/29/19, returning on 4/2/19. Unfortunately, S. G. is unwell with asthma, sinus, and ear infections. Her doctor advised against her flying on those dates despite medications like antibiotics, nebulizers, and steroids. Therefore, I need to cancel S. G.'s round-trip ticket with confirmation number KWKJXE. I will proceed with my original travel plans. I have trip insurance and will file a claim ([redacted]) with Allianz travel insurance once I have S. G.'s doctor's note. I have confirmed with Allianz that this situation is covered. Kindly cancel S. G.'s JetBlue flights for 3/29/[redacted] (Flight [redacted]) and 4/2/[redacted] (Flight [redacted]).

I bought two tickets, one for my sister, S. Gilbert, and one for myself, to travel from EWR to PBI on 3/29/19, returning on 4/2/19. Unfortunately, S. Gilbert is unwell with asthma, sinus, and ear infections despite medical treatment. Her doctor advised against flying on these dates. I am requesting a cancellation for S. Gilbert's round trip ticket with confirmation number KWKJXE. I will proceed with my travel plans. I purchased trip insurance (claim number [redacted]) with Allianz and will submit a claim along with S. Gilbert's medical documentation. Allianz confirmed this is a valid reason for coverage. Kindly cancel S. Gilbert's JetBlue flights: 3/29/[redacted] JetBlue Flight [redacted] 4/2/[redacted] JetBlue Flight [redacted] Thank you, Marcia Waitzman

I entrusted my mother with $50 to buy me some items from the Dominican Republic. Before flying, she confirmed with the airline over the phone about carrying the food purchased. However, upon check-in, the staff member denied her the items, even though some were meant to be eaten before boarding. Frustrated, my mom gave the items away. Inside the airport, she noticed other passengers with similar items and inquired with an immigration agent who confirmed she could carry them. I am upset to have lost $50 that I worked hard for. I feel disappointed by the poor customer service from your staff. My family frequently flies with JetBlue, but this is not the first complaint we've had regarding the service. I am willing to pay more to fly with another airline rather than face such inconvenience again with JetBlue.

Our recent trip with JetBlue from March 16 to March 23, [redacted], involving flight [redacted] from BOS to PLS and flight [redacted] back home, confirmed by code YKBETT, was quite challenging. Booking the flights was cumbersome due to website difficulties. Boarding pass retrieval required multiple attempts and a call to JetBlue for assistance, which was inefficient. The return flight on March 23, [redacted], was delayed due to mechanical issues, causing frustration. Lack of transparency from JetBlue agents about the delay and conflicting information given compounded the problem. There were issues in obtaining help after the flight was finally canceled, revealing shortcomings in the agents' training and customer service. The chaotic situation at the crowded Turks & Caicos airport only added to the disappointment. Despite being provided accommodation, the experience left much to be desired in terms of service. The handling of the flight cancellation by JetBlue staff was subpar.

Subject: Urgent Request for Flight Change Due to Family Emergency Dear JetBlue Customer Service, I, Kevin Salvi, along with my wife Mary Salvi, have a confirmed reservation under Conf # MKIXBU for a flight on April 10, [redacted]. Due to a family emergency involving my older brother's critical condition, we urgently need to change our travel plans to see him before he passes away. I have noticed that there are "more legroom" seats available on today's flight #[redacted] from AUA to BOS departing at 4:40 pm, April 1. I kindly request your assistance in allowing us to modify our booking to this flight without incurring additional charges. We are loyal True Blue members and JetBlue Plus Barclays Mastercard holders, having flown with JetBlue recently on January 7, [redacted]. We appreciate your understanding and swift response, given the urgency of the situation. Thank you for your consideration and prompt attention to this matter. Sincerely, Kevin Salvi True Blue Member # [redacted]

I appreciate the opportunity to provide feedback. I shared some thoughts in the survey, but the character limit cut me off. Starting with the positives, the staff members were incredibly friendly and helpful, the planes were clean and departed on time, the pre-flight communication and online check-in alerts were useful, and the perks of the Mosaic status definitely encourage loyalty. On the flip side, there seemed to be a sense of chaos in the airport experience. For instance, during our recent trip from SFO to Fort Lauderdale en route to Lima on March 27th at 11:55 PM on Flight [redacted], we encountered confusion with the gate assignment. Despite being listed at Gate G99 with a boarding time of 10:45 PM, there was a United flight to Singapore departing from that gate at 10:40 PM, which raised concerns. The lack of JetBlue agents available to assist added to the confusion, and even seeking guidance from a United agent did not provide clarity. Eventually, a last-minute gate change announcement led to a disorganized rush for boarding. Additionally, the in-flight entertainment system being down was disappointing, especially since this information was not communicated earlier. These experiences highlighted a lack of attentiveness to guest needs and unnecessary stress for passengers.

Subject: Concern about Recent Flight Experience with JetBlue Airlines Good Morning, My name is Michael Towner, and I am a frequent flyer with JetBlue Airlines. I have always had positive experiences with the airline until my recent flight from Atlanta to New York on April 3, [redacted], Flight [redacted], seat 22B. While the flight started off well, I experienced considerable distress during the landing. The pilot made several sudden drops that left myself and other passengers terrified. Despite clear weather conditions, the turbulence during descent was so severe that passengers were visibly distressed. I am concerned about the pilot training at JetBlue and hope that measures will be taken to prevent such incidents in the future. The experience has left me shaken, nauseous, and still unwell days later. I appreciate your attention to this matter and hope for assurance that steps will be taken to avoid a repeat of this distressing situation. Thank you for your time. Sincerely, Michael Towner

On March 3, [redacted], I boarded Jet Blue Flight [redacted] and unfortunately encountered issues with the entertainment system at my seat (3D). This has happened to me multiple times on Jet Blue flights. Moreover, there was an incident of an unknown liquid dripping from the overhead storage, causing my sweater and slacks to become wet. Upon informing the attendant, they came back with rubber gloves to address the situation by placing a napkin in the area. However, I was concerned that there was no acknowledgment of the potential safety risks to passengers or the impact on our clothing. While I appreciate the comfortable seats on Jet Blue, the reoccurrence of problems with the entertainment system has been frustrating. The lack of concern from the attendant regarding the liquid and our well-being has left me feeling disappointed. As a loyal customer, these experiences have made me reconsider my support for Jet Blue. I would appreciate a response to this matter. Sincerely, Joan M.

I contacted customer service before booking my flight on March 31st to inquire about using my True Blue points. I was incorrectly informed that I could book my flight first and then apply my points to lower the cost, which has now left me in a situation where I have to pay the full price. Despite having enough points for a round trip, I am unable to use them due to this misinformation. When requesting a one-time exchange, I was informed that it was not possible. The only option given was to cancel for a $75 fee, receive a $[redacted] credit for a future flight, and then use my points to rebook. This solution is not satisfactory to me. I am seeking to have my points utilized for a round trip ticket from West Palm Beach, Florida, to Providence, Rhode Island, from June 18th to June 26th. My True Blue number is [redacted].

To whom it may concern, I am writing to express my disappointment with the recent experience I had with Jet Blue. On April 5th in Jacksonville, flight #[redacted] was significantly delayed, causing myself and other passengers, including a disabled elderly woman, to wait for over nine hours. Despite the efforts of the gate staff, the situation was not handled efficiently. Upon arrival in FLL, I assisted the elderly woman in reaching her granddaughter who was visiting her dying mother in hospice. The delay had a significant impact on her time with her daughter. Returning on flight #[redacted], I was confronted by an employee named Kevin regarding my carry-on luggage, which I have used consistently with no issues on previous flights. Kevin's inconsistency in enforcing baggage rules was frustrating, especially considering my extensive experience as a commercial pilot. Despite the exceptional service of the flight crew, the overall handling of the situation left much to be desired. Sincerely, John S. Fleming Island, Fl.

I am disappointed by the cancellation of Flight [redacted] from MCO to PVD on April 14, [redacted], due to a lack of crew. I had arranged and paid for my daughter's trip to Florida, including transportation to and from PVD, with the expectation of a safe and smooth journey. The last-minute cancellation caused stress and financial losses as I had to make alternative arrangements at a higher cost. Furthermore, the delay was not caused by any uncontrollable circumstances but JetBlue's failure to schedule a crew. I tried contacting 1-[redacted]-JetBlue for compensation but faced long wait times. This situation has made me reconsider future travel with JetBlue despite having flights booked for the summer and fall. Thank you, Richard Hopkins ([redacted])

On Monday, April 15, [redacted], my family and I were traveling from Rochester, NY to Raleigh, NC. We departed from ROC and flew to JFK for a connecting flight to Raleigh. Due to heavy traffic in New York, we circled JFK, landing with only 40 minutes to catch our connecting flight. Despite receiving an email informing us of a delay, we were eventually notified that the flight had been cancelled. An inquiry revealed that the cancellation was due to planned runway construction, information we were unaware of when choosing to fly through JFK. We were disappointed that no assistance was provided for hotel accommodations or alternative airport options like Newark or LaGuardia. Given the planned nature of the construction, we expected better customer support, possibly including compensation for future travel. We did not receive any help and have decided not to fly with Jet Blue in the future. The confirmation code for this flight is YDIQFS.

Dear Team, I wanted to share my recent experience with JetBlue regarding Flight #[redacted] on April 19th. This week has been tough for my family as we coped with the passing of my grandmother. Appreciative of the bereavement rates, we booked 8 tickets to Puerto Rico to lay her to rest. Despite understanding the initial delays due to weather, the abrupt cancellation after 5 hours was disheartening. The lack of clear communication and the insensitive response from the staff made the situation more challenging. We had to scramble and book flights out of JFK at additional cost to meet important obligations. As a loyal JetBlue customer, this experience was disappointing. I felt compelled to share my feedback and hope for a resolution to restore my trust in the airline. Sincerely, Erwin A.

Dear Jet Blue CEO Mr. Hayes and staff, I am writing to request a refund for three fares as my flight was cancelled causing me to miss my Easter holiday. My confirmation number is: ODNVJZ. I am a loyal JetBlue customer who frequently travels between White Plains and West Palm for convenience. Yesterday, my family and I experienced unprecedented difficulties due to the cancellation, including a 12-hour delay and multiple inconveniences at the airport. I had booked an early flight to celebrate the holiday with my family, only to face frustration and disappointment. The lack of clear communication regarding the delay, tired staff, and the eventual cancellation left me and other passengers feeling helpless. The experience was not only upsetting but also impacted a significant family event, potentially the last Easter with my mother-in-law. I am deeply disappointed and frustrated by the handling of this situation and seek reimbursement for the flights affected. I hope for a prompt response to address this matter. Thank you. Sincerely, Nancy Moskowitz

Hello, I would like to request a change to my mom's flight booking due to unforeseen circumstances. We are traveling from Antigua and Barbuda to JFK for an oncology appointment and chemo session at Jacobi Hospital as my mom is a stage 4 breast cancer patient. The original appointment was scheduled for May 6th, but it has been rescheduled to May 1st due to a staffing shortage. Chemo cannot proceed without the doctor's approval. I am seeking assistance to change the flight from May 5th to April 30th to accommodate this situation. My main goal is to ensure my mom receives the necessary treatment to prolong her life. Thank you in advance.

Dear JetBlue Customer Service Team, I am writing to you regarding my recent experience on Flight [redacted] from Boston to Havana on April 27, [redacted]. Travelling with my mother and two friends, all staff members of the Vietnamese embassy in Cuba, we faced issues at check-in when told we needed to purchase visas. Despite presenting our administrative identification cards issued by the Cuban government for embassy employees, we were denied boarding without visas. Attempting to explain our exemption using our passports, agreements between Vietnam and Cuba, and the Cuban visa policy, we were still not allowed to board. After being promised a refund upon purchasing the visas, we were later denied at the JetBlue office in Cuba on the grounds that it was Boston's responsibility. Comparing this to previous experiences of embassy staff traveling with no issues, I found the steward and stewardess handling our case to be unprofessional and unhelpful. I request a refund of US $[redacted] and a clear response on how this issue will be rectified within 14 days. I appreciate your attention to this matter and look forward to a discreet resolution. Sincerely, Minh Ngoc

Hello JetBlue, I specifically chose your airline because of the in-seat TVs. I was excited for my 83-year-old dad, who hadn't flown in years, to enjoy this feature. Unfortunately, the TVs were not working on my flight, causing disappointment. The flight attendant mentioned vouchers would be given out, and I am eager to know when and how much. I hope to be considered for a voucher as this is an opportunity for JetBlue to make things right. I flew on Flight [redacted] on May 11. JetBlue's prices have increased over the past year, making this issue more disheartening. My confidence in JetBlue, once a premium carrier, is wavering. As a loyal customer, transparency is crucial in such a competitive market. Signed, "Frustrated on the Final Leg," Kim Reichert.