JetBlue Customer Service Issues

I experienced a very distressing situation during my flight from Fort Lauderdale Airport connecting to Montego Bay from San Francisco. Despite using the same COVID test that had been accepted previously for the same destination and even by front-line workers in San Francisco, it was not approved this time. I had to rush downstairs at the airport for a test provided by JetBlue, which took over 20 minutes for the results. When I returned to the gate with my results, it had already closed, causing unnecessary stress. I had to wait 6 hours for a flight to Kingston and then pay $[redacted] for a taxi for a 7-hour drive to Montego Bay, missing a day of my vacation. Arriving late at night, exhausted and without my Kindle, I had to buy a new one at home. This was my worst flight ever, made worse by unsympathetic gate staff and what felt like an abuse of power. I wish I had chosen a different airline that would have accepted my COVID test, especially because I've used it successfully multiple times before for the same destination.

A free flight was won to any US destination as appreciation for being a health care hero. The initial flight scheduled for June 19th, [redacted], got canceled with an email notification from JetBlue. After calling the helpline, the flight was rescheduled for June 20th, [redacted]. Unfortunately, another email came in, canceling the flight again. Subsequent attempts to contact the helpline resulted in being placed on hold for a frustrating 2.5 hours. Doubts arise about their willingness to honor the awarded flight due to repeated cancellations. Seeking clarity and resolution on this matter. Thank you, Sandra M.

Hello Jet Blue, my name is Margherite V. and I have been a devoted True Blue member for many years with mileage number [redacted] [redacted]. I am shocked by the high round-trip airfare from LA to NY on Jet Blue. As someone who hasn't seen my family in over a year, I was surprised to find the cost ranged from $[redacted].00 to $[redacted].00 per person. Even the higher fare for extra legroom, which my husband needs, was unaffordable. Comparing with other airlines offering half the price, it's concerning during such tough financial times. I hope Jet Blue can provide an explanation for these high fares as I would prefer to remain a loyal customer. It's disappointing that Jet Blue no longer operates from Long Beach, CA, a convenient and easy-to-navigate airport. I am hopeful this changes in the future. I await your response. Thank you for your attention. Margherite V. C: [redacted]

Hello JetBlue customer service team, I hope this message finds you well. I am reaching out regarding a recent flight booking I made on April 22 for three tickets from San Jose, Costa Rica to Chicago, IL for a family. The confirmation number for the booking is [redacted]. I made an error in the last names of the second passenger, Katherine Barquero Orozco. The correct order should be Orozco-Barquero, so it should read as Katherine Orozco Barquero. I kindly request your assistance in updating this information on the reservation. Thank you in advance for your help. Please send the corrected details to my email.

I attempted to book a flight for two adults from Pittsburgh, PA to Boston, MA on June 11, [redacted], (Dep. 6:55PM, Arr. 8:29PM). However, after completing the payment step, I encountered an issue where no confirmation screen appeared. Even after trying to resolve the issue by reloading, unblocking cookies, and changing the payment method, the problem persisted. Despite being charged for the flight on my credit card by JetBlue, I did not receive any confirmation or flight details. The seats I selected (10C and 10D) now show as "taken" when I tried to rebook. I'm hoping to clarify whether my flight was successfully booked and to receive the necessary information. My name is Catherine S.

Re: Reservation No. JYEFLO I made a reservation tonight, May 6, for my wife, V.V.L-G., for a round-trip flight from JFK to CHS. The price displayed was $[redacted]. Although I thought my credit card information was saved, it wasn't, leading to a delay in providing payment. When I returned to input my card details, the session had expired, and upon rebooking seconds later, the cost for the return leg had increased by $50. This sudden increase caught me off guard. I kindly request a credit for the $50 price surge that happened within moments. Despite trying to resolve this over the phone, I was on hold for an hour and then disconnected. Your understanding in addressing this matter is greatly appreciated. Howard G. - JYEFLO

Dear JetBlue Customer Service, I am reaching out for assistance regarding a change needed on my account. My email address for signing in has been updated to "[redacted]" but I am unable to complete a flight booking until this is reflected in my profile. I would appreciate guidance on how to update my email to proceed with booking my flights to Florida. It is important for me to secure my bookings promptly to make use of current pricing and availability. I look forward to your prompt response on how I can make this adjustment on my account. Thank you for your help. Best regards, Stephen Paul Shapiro [redacted] Bartholomew Road Middletown, CT [redacted]

My mom tried to buy 2 tickets for a flight to Palm Beach on May 30th, but there was an issue with seat availability on the JetBlue website. The website lagged and wouldn't let her go back to make changes. We didn't get a confirmation email, so we're unsure if the purchase went through. We want to retry the transaction, but we're worried about accidentally purchasing 4 tickets instead of 2. I just need to confirm if the transaction was successful.

I would like to thank JetBlue for inquiring about my recent flight experience. Despite my initial hesitance, I decided to travel to Florida to visit my sister who had just completed her chemo treatment. On April 27, [redacted], I was booked on flight [redacted] and seated in 12C. Upon reaching my seat, I found another passenger, seated in 12D, eating a messy sandwich or torta and occupying my assigned spot. The flight attendant intervened, requesting the individual to move to his correct seat across the aisle. Throughout the flight, this passenger, 12D, repeatedly disregarded mask protocols, pulling it down for various reasons. The flight attendants, particularly Bianca and Sara, diligently reminded him to wear his mask properly. Despite their efforts, 12D continued his disruptive behavior, even scolding his mother loudly at one point. The situation was uncomfortable, especially given the current concerns about COVID-19 transmission. I must commend the professionalism of the flight attendants in handling the situation. Ultimately, 12D was met by authorities upon arrival in Fort Lauderdale. While the incident was unsettling, I appreciate the crew's efforts in ensuring passenger safety. Thank you for your attention to this matter. Best regards, T. Carpinelli

Subject: Disappointing Experience with JetBlue Hello JetBlue, I'm writing to express my dissatisfaction with the recent experience I had while flying with your airline. Sadly, I encountered a series of issues that could have been avoided with better procedures in place. Despite being a loyal customer of JetBlue for many years, my recent encounter has left me questioning the standards of customer service in the past few years. Today, during the boarding process, I allowed my bag to be removed from the plane with the assurance that it would be ready for me upon disembarking. However, upon landing, I faced uncertainty as my bag, containing essential items like my passport, was nowhere to be found. The lack of coordination and communication among the crew only added to my anxiety. Despite attempts from the Captain to assist, I was left to deal with the situation alone, causing me to miss a significant family celebration. This entire ordeal has left me feeling disappointed and inconvenienced. I hope that JetBlue can address this matter appropriately and provide me with the necessary compensation. My flight details are as follows: Flight B6 [redacted], with the confirmation number EMYAJU. Thank you, Craig D.

Upon returning to Connecticut following an 8-week quarantine in Florida, I noticed that my email address had changed from [redacted] to my new email address, [redacted] I kindly request that you update my email to [redacted] promptly. This change is necessary for ongoing communication with Jet Blue Airlines and to facilitate booking flights for my wife, Carol, and myself, Stephen Shapiro. Thank you in advance for your assistance and dedication to our partnership. Warm regards, Stephen Shapiro [redacted] Bartholomew Road Middletown, CT [redacted] [redacted] [redacted]

I discovered upon arrival that my checked luggage had been tampered with, even though I had used a TSA-approved lock. Despite waiting for over 2 hours, I wasn't given the opportunity to open it myself before it was damaged. The lock, costing $10.00, and the luggage itself, valued at $[redacted].00, were ruined, and my Aramis cologne, valued at $20.00, was missing. This experience has left me feeling targeted, possibly due to my name. When I reached out to JetBlue, I was informed that I would receive a text message. Unfortunately, I don't have a cell phone capable of texting and am unfamiliar with the process, leaving me in a difficult position. Covenant eventually sent me a claims form, but without access to a printer, I am unable to fill it out. Being over 70 years old, technology poses a challenge for me and my companions. It's disappointing that JetBlue and Covenant didn't attempt to contact me while I was waiting at the SFO gate for over 2 hours to prevent the damage to my luggage. I am unable to submit a claim until I return home on the 13th. My claim includes $[redacted] for the damaged luggage, $10.00 for the destroyed lock, and $20.00 for the missing cologne. This situation goes beyond the financial losses to the inconvenience, disrespect, and feeling of discrimination I experienced, something I have never encountered in over six decades of traveling. The agent's badge number is [redacted].

During the pandemic, my family based in NYC made quarterly travel reservations to visit our grandkids in California and made numerous trips to Florida each year. Despite understanding that there is a hiring process underway, the telephone service has been unreliable. We made multiple attempts to make a reservation over the phone, waiting for over 1 hour and 45 minutes each time, with one call lasting 3 hours. We called at various times throughout the day. Being older than 70, we prefer assistance over the phone rather than online. We believe that the government Paycheck Protection Program funds you received could have been used to hire more phone agents. We've been loyal customers since [redacted]. Please consider trying to call yourselves to understand the frustration. Due to the phone service issues, we had to cancel our trip and are now using a different airline for the first time.

I have a Known Traveler Number saved in my profile for reservations, but my pre-check hasn't been showing on my tickets lately. Despite contacting JetBlue after the last flight and being told it was resolved, the issue persists. I need to ensure pre-check is included on tonight's ticket and permanently fixed. My confirmation number for today's flight is [redacted] under the name "Rines." My TrueBlue customer number is #[redacted].

I had booked a flight on April 23 for 31,[redacted] points round trip to Las Vegas. After waiting for an hour on hold with JetBlue to cancel my return flight on May 13, I decided to go to the airport on May 12 to change my flight. The agent informed me that changing to the May 12 flight to Boston would cost 31,[redacted] miles. A mistake was made, and the flight was originally booked from Los Angeles to Boston. Despite efforts to resolve the issue, the original flight was canceled, and I had to pay an additional 17,[redacted] points to get back on my original flight on my own. I am requesting a refund of these 17,[redacted] points as I believe JetBlue's error led to this situation. I was willing to pay the extra points to change my flight to May 12 if it were possible. Hopefully, JetBlue can refund the points promptly. Thank you, Bill Driscoll, TrueBlue member [redacted].

After recently flying from FFL to SFO on flight [redacted], I wanted to share some feedback from our experience. My wife, seated in 2F MINT, encountered a deflated seat cushion issue causing discomfort throughout the flight. Despite attempts to resolve it, the problem persisted, leaving her sitting on the hard frame for the duration. Additionally, while searching for dropped earbuds under my seat in 4F, I was met with debris like old peanuts, which was not up to the cleanliness standards expected, especially as a surgeon. Considering the substantial cost of these premium seats, I hope this feedback can lead to improvements and possibly a flight credit as a gesture of goodwill. I appreciate your attention to these matters and look forward to continuing to support your airline, especially with my frequent travels to FLL. Thank you in advance for your understanding. Best regards, Dr. R.

Subject: Recent Experience on JetBlue Flight Hello JetBlue customer service, I wanted to share my recent experience flying with JetBlue for the first time. My daughter and I flew from Orlando (MCO) to Cancun on May 10, [redacted]. I must commend the MCO JetBlue agents, Pawley and Jeff, for their exceptional assistance during the check-in process. While onboard flight [redacted], I encountered a troubling situation with a fellow passenger in row 12 who repeatedly refused to wear his mask properly despite my concerns and those of the flight attendants. This caused me great discomfort and anxiety, especially considering my recent completion of chemotherapy and compromised immune system. I believe that stricter enforcement of mask guidelines and better handling of non-compliance by JetBlue staff could have greatly improved the situation. I was disappointed by the lack of support from the lead attendant, Brenda, when I requested a seat change for my peace of mind. I hope that JetBlue will review and enhance its policies to ensure the safety and comfort of all passengers. As a loyal customer, I believe some form of compensation or refund for my distressing flight experience would be appropriate. Thank you for your attention to this matter. Best regards, Bonnie F., RN

On 5/20/21, I attempted to book a flight over the phone with Vet Advantage using reservation DRUP[redacted] for myself and my disabled/handicapped husband. The representative stated we could not apply the 5% discount or have the booking fee waived, charging us additional money for aisle seats, crucial for my husband's needs. Additionally, we were charged $25 each for booking by phone, resulting in a total of $[redacted] in extra fees. This experience left us feeling very disappointed. On the same day, my handicapped brother booked without encountering extra charges. We have another booking scheduled for Aug 21st, where we hope to avoid these additional fees, as our Vet Advantage contract has not expired. We were not prompted about the two free bags we are entitled to, and need confirmation for scooter accommodations on both the August and October flights. We also requested our JetBlue flyer numbers, but they were not provided. We have previously flown with JetBlue, finding the experience enjoyable with professional and kind staff, along with competitive prices.

Hello, I wanted to share my recent experience on flight [redacted] from Boston to Orlando. My husband and I were in seats 7C and 7B, and unfortunately, we had a challenging time due to misbehaving children in the row behind us. Despite the steward's attempts, the situation was very distressing throughout the flight. I am reaching out to express my concerns and hope that steps can be taken to prevent such incidents in the future. I have always been a loyal JetBlue customer and would appreciate your assurance that similar experiences will not reoccur on my future flights with your airline. Thank you for your attention to this matter.

I had booked a birthday trip to Aruba through Travelocity in August as a gift, using two different airlines. Unfortunately, due to medical reasons and being high risk for infection after being diagnosed with an autoimmune disease, I need to cancel the trip. When I contacted the agency, they informed me that I would not be eligible for a refund and would instead receive an air credit in both travelers’ names, expiring in January [redacted]. I paid for the trip and am unsure why the air credit is being split between passengers for two different airlines, ultimately resulting in not receiving the full amount. I am seeking advice on how to obtain a full refund, especially considering I won't be able to use the air credit before it expires. Taylor R. Ticket # [redacted] Camryn R. Ticket # [redacted]