*Jetblue needs an urgent change - Holidays ruined by incompetence of Jetblue.**Logistic...

GetHuman-nhserran's Complaint About a Flight issue with JetBlue from July 2019

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The issue in GetHuman-nhserran's own words
*Jetblue needs an urgent change - Holidays ruined by incompetence of Jetblue.**Logistical failures that prevent schedules, lack of coordination between personnel lines at airports, lousy customer service, web page with slow and outdated information, even slower app and digital tickets do not work, and again customer service goes from bad to unacceptable level of business in USA.**All this painful and unpleasant experience began when, on May * (* month in advance), we decided to give Jetblue a chance and bought air tickets from my family (* members) to travel from Atlanta to Quito on June *, returning on the **th. We live in Alabama, which involves a *.* hour trip to get to the ATL airport.**On June *, we arrived at the ATL airport and checked in at the self-service kiosk and were only provided with the tags for ATL-FLL, missing the FLL-UIO route. I decided to have the customer service staff. We are not given the tags explaining that the flight is delayed. Tickets printed and everything ready, unfortunately Jetblue decided not to take off until *.* hours later. After * hours of waiting we contacted the counter and they informed us that we would reschedule the tickets for **, because the flight would not arrive in time for the FLL - UIO connection, it did not matter that family meetings planned months before had to cancel , Jetblue argued that they could not do more and that they did not have flights available to accommodate us before that date.**THREE DAYS LATER, we returned to the ATL airport and this time we got the tickets and complete tags, checked and delivered * pieces of luggage. While we were passing TSA and approaching the boarding gate, Jetblue decided to prioritize waiting passengers and had our * seats and a sixth passenger to UIO, leaving us again off the flight, suggesting again reschedule our tickets for **, an agent named Michael approached to explain that Jetblue could dispose of the seats at his discretion. As a special concession, we would keep our checked baggage, already on the plane, and deliver it to UIO, when our itinerary would finally be fulfilled.**Recommends that we call Jetblue by phone if we want to extend our stay. When calling, an agent tells us that it will cost US $ *** each to modify the return date by Jetblue policies.**After FIVE DAYS LOST FAMILY HOLIDAYS, we returned to the airport and made the process again, being in line to check, the airport manager for JetBlue, informed us that with the electronic tickets we could advance to the boarding gate. Upon arrival with TSA, they indicated that the electronic tickets were not valid to fly that day, which appeared as usable the previous day. We return with the Jetblue agents and ask them to review, they tell us that the flight was assigned for the **th, due to confusion, and they assigned it for the **th at that moment.*With the printed tickets we go to the boarding gate, where we are witnesses that the staff asks for volunteers to travel later because this time they also have overbooked tickets. We fly to FLL. Upon arrival we approach the customer service desk at terminal E to find out about our bags, there are * employees of Jetblue talking about who will take the turn of Friday night, because they would like to attend a party. , while * clients wait, * of them are: Justin and Janelle Grant. When I ask him to do his job and I want to know where my bags are, he tells me that I have to go to the warehouse and find it to take to baggage delivery, because it is my responsibility to have lost the flights. When explaining the responsibility of Jetblue in all the delays, he agrees to call, he tells me that unfortunately there is no one who attends the warehouse and that he will continue to insist, and recommended to advance to the exit door to UIO, because Jetblue could take the decision to take off without us I take the advice and go to building F.*There, I go back to the customer service desk and request my luggage information again, the agent surnamed Rivera tells me to look for it, ** minutes later, she confirms that my luggage is located and will be sent on the flight we are traveling .*When arriving in Quito, the luggage did not arrive. A Jetblue agent approached us and offered his help, explaining the situation, he started looking for luggage at ATL, FLL, UIO until he finally informed us that he was on the next flight and that he would help us recover it.**When arriving in Quito, the luggage did not arrive. A Jetblue agent approached us and offered his help, explaining the situation, he started looking for luggage at ATL, FLL, UIO until he finally informed us that he was on the next flight and that he would help us recover it. * hour after waiting for an answer, but with someone looking for it, we receive news. Thanks to this employee, a mole in Jetblue, at least we received our luggage, late but we got it. Great work by Carlos Mayorga.* *As a result, our planned vacation for months, including family and religious ceremonies, was ruined by the dismal performance of Jetblue employees, FIVE lost days, waste of time, fuel (*.* hours of travel between Chelsea AL and Atlanta GA and vice versa, * trips with a total of ** hours), and emotional wear and tear are the result of our first flight with Jetblue.*I need to know what actions the company intends to take in the face of this poor performance and what remedial actions it will have for us.*I am awaiting your response and I am ready to provide any additional information you may require.*I reserve my right to make my claim public.

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JetBlue

Complaint About a Flight issue
Reported by GetHuman-nhserran
Jul 1st, 2019 - 2 years ago
Not resolved
Seen by 5 customers so far
Similar issue to 3047 others
0 customers following this

Timeline

GetHuman-nhserran started working on this issue
Jul 1st, 2019 5:50pm