JetBlue Customer Service Issues

My fiancé and I had an extremely distressing and unsafe flight experience with the airline, one that others on the flight may also complain about. The situation was unbelievable. The flight took off despite poor weather conditions in FLL after already being delayed. Mid-flight, the pilot revealed we were low on fuel and diverted the plane to Fort Myers where we were told to disembark without our luggage. Our baggage was delayed, creating a significant wait upon arrival. Additionally, a disruptive child in front of me screamed for over 30 minutes while the crew did not promptly address the issue. The flight encountered severe turbulence during takeoff from Fort Myers, causing distress among passengers. The lack of communication and repeated delays were frustrating, causing inconvenience to our waiting families. We believe Jet Blue should have been better prepared and informed us adequately. For these harrowing experiences, my fiancé and I, Jeremy Woods, are requesting a full refund for our return flight.

I made a reservation for a non-stop flight from Aruba to Boston on June 8, [redacted], with flight number [redacted] departing at 1:04 pm and arriving at 5:58 pm. I booked the flight for myself and three other people, two of whom have a fear of flying. We arrived at the airport three hours early, only to find out about the delay from other passengers. Jet Blue employees did not communicate with us effectively, leaving us uninformed for hours. Eventually, we received a meal voucher when most options were closing. The flight landed in Fort Lauderdale due to a crew change before finally reaching Boston at 2:30 am, causing us to miss a crucial event and leaving my husband without his medication. Despite being promised compensation, I received an email offering a flight credit expiring in [redacted] days, which does not suit my needs. I request a refund to my credit card instead of the flight credit. Your prompt attention to this matter is appreciated. Thank you. Maryanne DeFelice

Dear JetBlue, I am reaching out regarding a recent experience I had that left me feeling frustrated. I had to buy a $[redacted].83 refundable ticket due to not being able to access my return flight information. This purchase was made under pressure because I was informed at the last minute that Aruba required proof of a return flight for my one-way ticket, even though I had my return flight arranged through Orbit with another airline. To add to the situation, the JetBlue representative I dealt with was rude and unhelpful. Interestingly, despite the pressure I faced, my husband, who was on a separate flight with a different airline, did not encounter the same issue. This whole situation caused unnecessary stress at the start of what was meant to be a celebratory trip for our 20th wedding anniversary. I hope that my feedback prompts a review of your policies. Thank you.

Good afternoon, my name is Reginald Rothwell. I am upset as I was scheduled for a non-stop flight to Puerto Plata, D.R. at 8 am from JFK on flight #[redacted]. However, it is now 1:57 pm and I am in Fort Lauderdale due to picking up a pilot. I understand delays happen, but diverting the flight to Florida after a delay in New York seems unfair, especially given the price paid for the trip to my friend's wedding. Currently on the plane, there is no air conditioning, no service, my TV isn't working, and the flight attendant didn't offer water despite passengers mentioning the heat. Additionally, I am now late for the wedding party. This experience doesn't align with the JetBlue I am familiar with. Thank you for your attention to this matter.

I bought a round-trip ticket from Pakistan to Washington. However, there was an issue with my return flight. My flight from Washington DC to New York was canceled by JetBlue without any prior notice. I had to buy a new ticket from Delta Airlines on the spot for an extra $[redacted]. I am also seeking a refund for the additional charges I paid to Delta and Saudi Arabia Airlines, which amounts to $[redacted]. JetBlue offered to refund me only $[redacted], which I find unacceptable. I am requesting a refund of $[redacted] to cover the additional costs incurred due to the flight cancellation.

I bought a round-trip ticket from Pakistan to Washington with the following return route: 1. Washington (Dulles) to New York on January 23, [redacted], via JetBlue Airways B6 [redacted], with Airline Reservation Code YYDXTG. 2. New York to Jeddah on January 23, [redacted], via Saudi Arabia Airlines SV 20, with Airline Reservation Code RIK88Y. 3. Jeddah to Islamabad on January 24, [redacted], via Saudi Arabia Airlines SV [redacted], with Airline Reservation Code RIK88Y. JetBlue Airways canceled the flight without informing me or my booking agent. Upon reaching Washington Dulles airport, I learned about the cancellation and had to purchase a new ticket from Delta Airways on the spot, incurring an additional cost of [redacted] USD. I am seeking a refund for this amount and the extra charges of [redacted] USD paid to Delta Air/Saudi Arabia Airlines. JetBlue Airways offered only [redacted] USD, which is unsatisfactory. I request a refund of [redacted] USD.

My partner and I were on JetBlue flight #[redacted] from JFK to Austin, and we encountered a concerning situation. The flight was delayed by an hour, which was communicated to us. We departed around 11:30 PM and onboard, there was a group of intoxicated and disruptive girls in front of us. Despite other passengers' complaints, the flight attendants continued to serve them drinks well past their limit. Throughout the three and a half hour flight, they were loud and disturbing others. The flight crew either ignored their behavior or lacked proper training on alcohol consumption limits. Upon landing, a disruptive altercation broke out, further showing the lack of control on the flight. The TVs and WiFi were not functional during the flight, and someone even painted their nails causing a strong smell. As a loyal JetBlue customer, I am disappointed by this experience and uncertain about flying with them again. I hope to understand the process for seeking compensation for this unacceptable flight.

Hello, good afternoon. I would like to report a small issue I had yesterday with one of your flights that I purchased with luggage included. At the airport yesterday, they charged me again for the luggage, including the small one and also the large 50-pound one. So, yesterday I paid $80 in total, $45 for one and $35 for the other. The biggest issue is that they told me at the airport that I only needed to pay for one, but I have the tickets for two pieces of luggage that were sent down the conveyor belt. The staff there only sees one payment of $40 I made yesterday. I want to know what happened because I don't want to lose my money. I want to know what truly happened. Here is my flight ticket number. I look forward to your response. My name is Katiwska M.

I experienced a last-minute delay on my flight from FLL to JFK, which affected my connecting flight to SFO. After contacting jetblue promptly, the customer service agent changed our flight to a 9-hour wait without mentioning the possibility of standby. Upon arrival at JFK, we missed our flight as the gate was already closed. A jetblue agent then informed us about standby, which was never communicated earlier. I was frustrated by the lack of information and assistance from JetBlue, resulting in a long wait at the airport. I am extremely disappointed with the poor customer service and lack of consideration. I believe compensation is warranted for this inconvenience, and I expected better support from JetBlue to ensure customers make their flights on time.

I have a question, not a problem. It seems that most common carry-on cases may not meet your baggage size limits. Many soft bags that fit under seats on other airlines may also be rejected. I am concerned about the additional cost of having to check my bag. I booked round-trip flights for this weekend and regret not checking the baggage policy before. I used to fly JetBlue which allowed larger carry-ons. Have your equipment size requirements changed? Please confirm my understanding or provide guidance. Thank you. - David K.

On May 31st, my partner, J.J. Dacey, and I were scheduled to fly on JetBlue Flight [redacted] from JAX to Boston Logan Airport. However, numerous delays occurred due to mechanical issues with the plane. Despite being initially told it would be a quick fix, it turned into a longer ordeal with multiple parts needing to be sourced from different locations. This led to a significant delay, causing us to miss our family reunion and incur extra expenses for rebooking flights, parking, and accommodations. The flight eventually departed almost 14 hours late, leaving us feeling frustrated at the lack of communication and the inconvenience. We have yet to receive any follow-up from JetBlue regarding this issue, and we are disappointed in the handling of the situation. We hope for an apology or some form of compensation for the inconvenience caused.

I recently traveled from Hyannis to JFK in NYC on 6/13 and encountered significant delays upon arrival. The flight was postponed nearly three hours, allegedly due to weather restrictions at JFK. Despite the explanation, the weather conditions did not appear severe. The flight duration is only 39 minutes, prompting my decision to fly; however, the extended delay meant I spent almost seven hours reaching home. The return journey faced yet another delay, this time by an hour. Following a text message instructing us to arrive for the original departure time, we were informed of a wheel/steering issue upon boarding. The mechanical team was summoned, leading to an additional 45-minute delay. Subsequently, we were informed of new tires being installed – an unsettling detail. The overall experience resulted in a significant waste of time, without even the consolation of cookies. Regrettably, I will not be choosing JetBlue for future travels.

This morning, I took flight [redacted] to LAS, scheduled to depart at 6:30 am. However, we had to return to the gate to accommodate an employee needing to travel to Vegas. After a delay, we finally left but then had to refuel since we had been waiting for 45 minutes. The situation upset many passengers, as we were inconvenienced for the sake of one employee. Despite another flight at 8:10 am, we had to wait for 2 hours in the gate, causing concerns about missed connections. I believe Jet Blue owes us compensation for this ordeal. I, like many others on the flight, am dissatisfied with the experience. - Michael Brogan

After enjoying a lovely vacation in St. Martin, we returned our rental car and arrived at the airport three hours early to fly back to Florida. Unfortunately, our flight was delayed 30 minutes due to technical issues with the plane. Despite sitting at the airport for hours, we received minimal updates as poor cellular service hindered our ability to check emails. Eventually, we were informed that our flight was canceled until the following day at 10 am. We were provided little information until we approached a JetBlue agent after a prolonged wait. Subsequently, we were bused to a motel for the night, but were disappointed by the hurricane-damaged condition of the accommodation. Following a tiresome night, we returned to the airport for the rescheduled flight, facing further delays due to technical issues. This disruption caused us significant financial losses and inconveniences, including missed work and medical appointments. We communicated our concerns to JetBlue customer service, seeking further compensation beyond the initially offered $[redacted] flight credit per person. Despite our loyalty to JetBlue, we were dissatisfied with the handling of the situation and hope for a fair resolution to address our hardships. Thank you, Barbara Leaders and Steven Sampson.

I had a connecting flight with JetBlue from New York (JFK) to Salt Lake City (SLC). Due to a previous delay, I had a tight 45-minute window to navigate customs, re-check my bag, change terminals, print my boarding pass, and pass security. Upon arrival in SLC, my luggage was missing. The JetBlue office explained that due to the brief layover, my bags couldn't make it on the plane but assured me they'd be delivered home within 48 hours. Sadly, it took 5 days for my bags to arrive, causing inconvenience since I needed personal items like my driver's license, work boots, and camera for a job. Being a frequent traveler, this was an added hassle as my bags came when I was out of state, requiring a family member to deliver them to me. The delay was frustrating especially after assurances for a prompt delivery. I hope to avoid such issues in the future with your airline.

JetBlue experienced multiple flight delays that caused us to miss our connecting Asiana Air flight. After speaking with a JetBlue representative, we were offered alternative flights through Boston to connect to Qatar Airways or China Airlines. We chose to fly from MCO to BOS on Flight [redacted], then connect to Qatar Airways to eventually reach our destination in Saigon, Vietnam. We encountered frustrations when retrieving and rechecking our luggage at different airports, resulting in two missing check-in boxes upon arrival in SGN. The Saigon Lost Luggage department located one missing box but couldn't track the second due to a missing check-in receipt at MCO. They advised us to contact JetBlue to find the missing box, which contains essential medication and our children's clothing. This situation has left us without vital medication in a foreign country due to the mishandling by JetBlue.

Our flight was delayed by over 1 hour and 25 minutes, causing us to miss our connecting flight by just 10 minutes. Unfortunately, the next available flight is not until 24 hours later, and it's fully booked, so we have to fly standby. This is especially challenging because I am the maid of honor for a wedding at an all-inclusive resort, costing me over $[redacted] a day. Despite the inconvenience, JET BLUE only offered a $10 voucher for lunch, which won't cover much at the food court. They couldn’t even confirm a hotel room for us. It's truly disappointing that after ruining the wedding and costing me thousands of dollars, all they can offer is a small voucher. I won't be flying JET BLUE again, and I will advise others to do the same. Customer service seems to be a thing of the past these days.

Dear Madam/Sir, I am writing on behalf of Ruth Ebanez, who bought a roundtrip ticket on Jet Blue from SFO to CUN (ticket number [redacted][redacted] purchased on April 12, [redacted]) for travel from June 9 to June 17 with friends and family on the same flights. Jet Blue changed the schedule for the outbound flight, moving it to the 8th without informing Ruth or me (her travel agent). Some of her friends' flights were adjusted and accepted, but Ruth's change was not accepted. When Ruth arrived at SFO airport, she was not allowed to board and had to buy a ticket from United as the Jet Blue flight was full. We are requesting a refund for the outbound flight to the credit card used for the purchase (made by Rachel Martinez). Ruth used the return portion of the ticket. Had we known about the date change, we would have made different arrangements. I am including a copy of the ticket Ruth had to purchase for Cancun and the booking history. Thank you for your assistance in helping Ruth get a refund for her expenses on the family vacation. Ruth traveled from Hawaii to be with everyone on their Jet Blue flights. Regards, Linda F., travel agent

Dear JetBlue, I am currently on flight [redacted] headed to DCA with my husband. Once again, I am disappointed with the lack of monitoring by your gate agents regarding carry-on luggage. Despite following the rules, our bags were still checked due to others not complying. It is frustrating that enforcement seems lacking, as it is not an isolated issue. I witnessed another passenger with oversized bags and even tennis rackets protruding from his backpack, which caused our legal carry-on to be checked instead. As loyal Trueblue members who exclusively fly JetBlue and hold the JetBlue MasterCard, we expect better service for what we pay for on multiple occasions. We value our time and are requesting compensation for the failure to uphold the agreement by not enforcing the rules on others. We hope to hear back from you soon. Sincerely, Deanna Friedman

I am currently at gate 25 boarding flight [redacted] from JFK to Long Beach, California on JetBlue. I encountered an unprofessional representative named Terrisita who rudely handled my boarding pass because I was in group C, preventing me from accompanying my 12-year-old daughter to our seats 15A and 15B. She instructed me to leave the line. This unacceptable behavior needs to be addressed with retraining or a reprimand. Our recent flight from LAX to Buffalo, flight #[redacted] on 6/27, was also disappointing due to soiled seats, malfunctioning video monitors, and a delay. As a loyal TrueBlue member, I feel mistreated. I urge JetBlue to enhance their service and address these issues promptly. Employees should not misuse their authority, and passengers deserve to be treated with respect.