On Friday, October * my wife and I were scheduled to take flight **** from Syracuse to...

GetHuman1340998's customer service issue with JetBlue from October 2018

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The issue in GetHuman1340998's own words
On Friday, October * my wife and I were scheduled to take flight **** from Syracuse to Orlando. We had selected this flight specifically as it was a direct flight to Orlando and we were traveling with my elderly parents. At ages ** and **, and with limited ability to ambulate, transferring planes is an extreme burden for them. The four travelers were John McKissick III, Karen McKissick, John McKissick Jr. and Joan McKissick. **Unfortunately, the flight was cancelled due to a computer problem on the plane. As there were no direct flights available, we were rescheduled to a flight the following day with a transfer in Boston. Jet blue has provided a $*** per person credit for our inconvenience. If this was due to a weather related event, we would consider this a generous offer as it would be beyond the control of the airline. Maintenance issues, however, are directly within the control of the airline. It is compounded by the knowledge that Jet Blue maintenance has been contracted out in the Syracuse area, leaving no jet blue mechanics or parts supplies in the Syracuse hub. It is much harder to be tolerant in this situation. **This event caused hardship to my parents, and in turn my wife and I, due to the need to replace our direct flight with a flight with a transfer. In addition, we lost a day of family time with our adult children who flew in from other locations for a family vacation. Additionally, the following direct financial consequences were incurred:*-Loss of a full day use of a * bedroom villa at Walt Disney Old Key West resort with a current minimum room rate of $*** per night-non refundable. *-Loss of * days of Disney park hopper pass. Due to the later arrival time of the rescheduled flight we were unable to go to parks either day. $****day x * persons x * days * $***-non refundable. **As you can see, a $*** credit does not come near to making us whole. This is especially aggravating as it was entirely preventable on the part of Jet Blue. Local maintenance with a small parts inventory could have swapped a computer related part in no time! The inability to respond to a mechanical problem was self imposed, preventable, and does not give me confidence as a flyer. Canceling the flight until you can get a mechanic*part there may work for the airlines bottom line, but it adversely impacted my family both financially and in terms of scarce family time. Jet Blue rolled the dice with my money and lost!**The McKissick family has made this flight a number of times and has always chosen Jet Blue. This is the first serious problem, but the actions taken to make us whole are insufficient. The cancellation cost us not only financially but took away valued time with our family. **We are planning on accompanying my elderly parents from Syracuse to Orlando in February ****. Vouchers for four seats on the same flight we were scheduled for (i.e. round trip, direct flight between Syracuse and Orlando) would turn our current story from one of dissatisfied customers whose family event in Disney was marred by the airline to customers who talk about how Jet Blue made things right. Thank you for your consideration.

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Customer service issue
Reported by GetHuman1340998
Oct 14th, 2018 - 4 years ago
Not resolved
Seen by 19 customers so far
Similar issue to 755 others
0 customers following this


GetHuman1340998 started working on this issue
Oct 14th, 2018 12:12am

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