Good afternoon. Let me begin by saying that despite an extraordinarily frustrating exp...

GetHuman-pabrocc's customer service issue with JetBlue from July 2018

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The issue in GetHuman-pabrocc's own words
Good afternoon. Let me begin by saying that despite an extraordinarily frustrating experience with Jet Blue and the corporate staff, the members of the service team at Orlando Airport - especially Wendell Paris, was fantastic. We had a very complicated situation and Wendell handled us with the utmost respect and he worked diligently to provide us with the best service he could under the circumstances. Thank God for Wendell or I might still be stranded in Orlando.**My family of ** travelers under the reservation names Broccoli and Zichichi parties - confirmation YBCHZU (* people in total) and Balsamo and Lepore parties - confirmation WCAOZD (* people in total) was initially scheduled to fly our of Orlando to Newark NJ on July * at approx. *:** PM on flight ****. We had been staying in Disney and needed to check-out at ** AM so we had planned to get ourselves to the airport by about noon to check in for our flight. At approximately *:** AM we received notification from Jet Blue stating that our flight had been cancelled due to mechanical problems. I spent an hour on the phone explaining the problems that this situation was causing as * of the travelers are ** years old and did not have ample medication for an extended stay. They were also quite exhausted from the vacation as were the rest of us. A corporate rep - it was a man but claimed the name was "Debbie" - really wasn't phased by our situation. He did offer us a flight at around noon to JFK but clearly that wouldn't work because we would not have gotten to the airport in time to go through TSA, etc. Debbie reiterated that there were no more flights out to Newark and that we only had a very limited chance of obtaining flight to the NY area (JFK airport which is at least ** miles from our home and would cause more issues with a change in the car service at the back end of the trip). After numerous suggestions for how we might change the schedule in order to get all ** people back to the NY area and even offers to split up in whatever way necessary, the only thing Debbie could do for us was place us on a late night flight to JFK - *****. We were not happy but we agreed to move forward with that plan, changed our pick-up arrangements and headed to the Orlando airport.**We arrived at the airport at approximately **:** AM and were sitting in the lobby area when we received another notification that the scheduled flight **** was also cancelled. You can imagine my dismay at learning this information. We immediately went to the service counter and that's where we met Wendell who helped us through the best he could. He checked for flights accommodating *-* people at a time but again reported that the only possibility of getting to Newark, NJ instead of JFK in NY would be to plan to take the flight ***** at * AM on July. Since that would save us time and money at the back end of the trip in car pick-up fees, we agreed to that plan. Considering the number of passengers in our group and the age and health conditions of some of us, we decided that we should obtain local hotel rooms in order to get some rest as our next flight was not for almost ** hours. Since our flight was also scheduled for * AM, we decided that staying in the airport would be best to avoid * AM transfers via shuttles, cabs etc. The Orlando Hyatt was able to accommodate us in * rooms for the night. Each room cost a total of $***.**. We asked Wendell about reimbursement and he provided this email address and suggested we reach out to you and explain our situation. I have copies of all of the receipts which are attached to this email for your review. **As a result of the extra overnight stay, we also had to incur the cost of dinner for the large party. The * receipts for dinner are also attached. They were for $***, $*** an $*** and change. We did not include the receipts for breakfast this AM as we are willing to absorb that cost.**Since the entire schedule issue was initially caused by the mechanical problem with flight **** out of Orlando, we feel that Jet Blue should compensate us for the additional costs incurred as a result. We worked to try to re-organize our group in small groups to make traveling easier and we were flexible with times and even destinations but we couldn't do any better than what we did.**Please let me know how Jet Blue would like to compensate us for our trouble and expenses. You may feel free to contact me via email at this address or via phone at (***) ***-****. As previously stated, the receipts are attached to this email as are photos of the final boarding passes from this morning when we finally got out.**I look forward to hearing from you soon.**Thank you!*Patricia Broccoli******@***.com

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JetBlue

Customer service issue
Reported by GetHuman-pabrocc
Jul 10th, 2018 - 4 years ago
Fixed
Seen by 13 customers so far
Similar issue to 326 others
0 customers following this
Items needed
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Timeline

GetHuman-pabrocc started working on this issue
Jul 10th, 2018 8:51pm
GetHuman-pabrocc indicated the issue is not fixed yet.
Jul 11th, 2018 10:25pm
GetHuman-pabrocc indicated the issue is not fixed yet.
Jul 11th, 2018 10:26pm
GetHuman-pabrocc indicated the issue is not fixed yet.
Jul 11th, 2018 10:39pm
GetHuman-pabrocc confirmed the issue is fixed. Hooray!
Jul 14th, 2018 3:24am
GetHuman-pabrocc confirmed the issue is fixed. Hooray!
Jul 15th, 2018 2:06am

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