JetBlue Customer Service Issues

My spouse and I had a direct flight booked from Boston to Burbank, CA on 6/5/21 for 11/1/21 to 11/9/[redacted] under the names Steve H. and Denise S.-H., with confirmation number: XERPDE. We received an email on 6/18/21 informing us that the direct flight was no longer an option, offering two alternative routes through JFK, NY to Burbank. Despite trying to select the first option at a higher cost, we couldn't proceed. With a phone wait time of [redacted] minutes, calling wasn't feasible. According to Jet Blue's policy, changes within 7 days of the original flight shouldn't incur additional charges. However, the system wouldn't let us modify the booking without extra fees. We had to cancel and rebook due to the urgency of attending our daughter's wedding. After trying to rebook from Boston to JFK, then to Burbank on 11/1 and returning on 11/10, we encountered price hikes from $[redacted] to $[redacted] initially, escalating to $[redacted] with a sudden crash, leaving us without a reservation. The price increased even though Jet Blue changed our flight from direct to connecting, contradicting their policy. We request your assistance in securing a reservation while upholding your stated guidelines. Steve H. is a True Blue Member with ID: [redacted].

My name is William Horton, and I had a distressing experience on my recent flight. On July 6th, flight 97 departing from JFK to Denver was delayed over 5 hours due to a lack of pilots. Conflicting takeoff times were provided, causing further inconvenience. A JetBlue representative named Ward was unhelpful. Snack packages were not given onboard, and upon arrival in Denver, there were delays with the RTD A trains. As a senior citizen, the stress caused me to seek medical attention upon landing. I believe I am entitled to more compensation as per the JetBlue Passenger Bill of Rights. This matter requires urgent resolution.

Hi Honey Olga, I hope this message finds you well. I have been enjoying my vacation in New York City, and I wanted to share some of my experiences with you. Due to the character limit for each letter, I'll be sending multiple messages. During this trip, I had the opportunity to reconnect with a close friend I hadn't seen in over two years. Don and I have been friends since college, and we have a long history together. It was great to catch up with him and his wife Daisy, even though our time together was shorter than I had hoped. Despite some limitations, I tried to make the most of my visit by exploring the city and trying different types of food, like at an Uzbek-Kazakh restaurant. I had hoped to introduce my friends to new culinary experiences, but unfortunately, they weren't as interested. I will share more details about my trip in my next letter. The journey back home, however, was challenging due to flight delays and other inconveniences. I look forward to writing to you again soon. Sending you kisses, Your Bill

My name is William Horton, and my TrueBlue number is [redacted]. On Tuesday, July 6th, I was on flight 97 from JFK airport to Denver, scheduled for 8:00 PM. However, the flight was delayed for over 5 hours due to a lack of pilots, with multiple inaccurate updates on departure time causing inconvenience when restaurants closed. A staff member named Ward was unhelpful and impolite. Snack packages were not provided during the flight, and upon arrival in Denver, transportation to Union station was delayed by over an hour and a half. As a senior citizen, the stress of this experience led to a doctor's visit. This was my most unfavorable flight ever. I believe I am entitled to compensation according to JetBlue's Passenger Bill of Rights, but the offered amount seems insufficient. Urgent resolution of this matter is requested. William Horton

Last week, my flight was delayed by 7 hours despite paying a change fee. At the gate, I was given a free flight change for the next day, which was also delayed 2 hours. The offer to change my return flight for free to make up for lost time was made but when I tried online, I was denied. I tried for 6 hours to change my return flight from Wednesday to Saturday but was initially told it could be done for free, only to have the call abruptly end with a reversal of that decision. I ended up booking another flight for Saturday out of my own pocket. Now, unexpectedly, my original return flight was changed to tomorrow without my request, leaving me with two paid flights. As a loyal customer for over 8 years with credit card and TrueBlue membership, I am requesting a fee credit for the original return flight.

While booking a flight online, my husband mistakenly selected the option to check extra bags. We used the Jet Blue card for payment. However, we've been experiencing challenges getting in touch with customer service, with wait times consistently around [redacted] minutes. On the rare occasion we did speak to someone, they abruptly hung up after this long wait time, which has occurred twice. Our sole purpose is to obtain a refund for the additional baggage fee as we do not require extra bags. Upon contacting the number provided on the card, we were advised that this is an issue to be addressed by airport staff. That's the extent of our situation.

I have been waiting for several hours to board a flight from Newark to Aguadilla on July 8, along with hundreds of other passengers. We are in the middle of a pandemic; how is this acceptable? There is no proper ventilation or social distancing. The crew members are speaking over each other, making it confusing and unprofessional. I spoke to the supervisor, James, and expressed my frustration. The crew seems disorganized, with some members giggling and joking while leaving their posts unattended. After waiting 15 minutes for assistance, I had to call for attention. This level of customer service is unacceptable. JetBlue's service has significantly declined, and I am deeply disappointed. Due to flight delays and poor service, I will be switching to another airline. Unfortunately, my flight was canceled, causing me to miss a pre-booked hotel stay for a wedding. I am extremely upset, as I have lost a significant amount of money on this booking. Shame on you for putting your customers through this experience.

After experiencing a technical issue on the flight, the pilot addressed the situation over the speaker. He mentioned Kazakhstan in a derogatory manner, comparing the country unfavorably to our own. This was irrelevant to the issue at hand and was offensive as my family and I are from Kazakhstan. We were surprised and embarrassed by this unrelated comment. We are seeking to file a complaint regarding this unpleasant experience.

I have an urgent travel issue with a ticket booked under confirmation number UEIUYO. The ticket is for three travelers: Mom (Manerva Nicole Niles), son Josiah Melvin Niles, and the second son Jahzeel Magnus Judah Niles. There seems to be an error as Jahzeel's full name is missing on the ticket. His correct name should be "Jahzeel Magnus Judah Niles" instead of "Jahzeel Magnus Judah." I am from St. Maarten, and altering this information is not possible online. The hold time on the phone is currently 3.5 hours, so please contact me at [redacted]. I used my Visa ending in [redacted] to purchase the tickets. Your prompt assistance in correcting the name on the ticket is highly appreciated. Thank you for your attention! David

I had to cancel my flight because of an emergency surgery for my dog. I had surgery the same week and the doctor's note advises against lifting, pushing, or pulling anything over -0 lbs, including luggage for the flight. I've spoken to the doctor's office and they are willing to add flying to my list of restrictions. However, I haven't been informed about where to send this updated information.

I have a couple of questions regarding my upcoming travel plans. My reservation is with JetBlue, but I understand that my flight will be operated by American Airlines through the new affiliate program. When traveling with my 12-year-old daughter, we prefer to sit together, but I have been unable to make seat reservations. Is there a way for me to reserve seats in advance? Additionally, I am unsure whether I should check in at the JetBlue counter or the American Airlines counter at the airport.

We have encountered an issue with a round trip ticket from Boston to LAX purchased for our grandson. Initially opting for JetBlue due to past positive experiences, notably the complimentary wifi and individual seat TV's, we were disappointed to discover a flight change to AA shortly before his departure. This alteration may stem from JetBlue's recent partnership with AA. While the added cost for wifi on AA was an unexpected inconvenience, our dissatisfaction primarily lies in AA's service decline. Amid the pandemic, AA's flight cancellations due to employee furloughs and cramped seating have left us unsettled. Consequently, our family has decided to avoid JetBlue flights until these issues are addressed. As a resolution, we are seeking a refund of the $43 wifi fee paid by our grandson, and we possess the necessary receipts.

My husband and I had plans to fly to Antigua for a month, but due to the ongoing Covid-19 restrictions in place and after consulting with the resort and locals, we have decided to cancel our trip for now. Our confirmation number is VKZKUM under the last name Doyle. I have attempted to cancel online several times, but the system keeps timing out. I have also tried reaching out to JetBlue, but the wait times are over 4 hours. Can someone assist me with this, please? Thank you. Diane Doyle

Last week, my flight was delayed by 7 hours even after paying a change fee. At the airport kiosk, I was given a complimentary flight change for the next day, which ended up being delayed by 2 hours. I planned to adjust my return flight online but encountered difficulties. After hours on the phone, I managed to reach someone who initially agreed to change it for free but then abruptly ended the call. I eventually resorted to booking a new flight for Saturday at my expense. Surprisingly, I later received a notification that my original return flight was rescheduled to today without my request, while I had already arranged a flight for Saturday. As a devoted customer for over 8 years with a Trueblue credit card, my main concern is receiving a fee credit for the original return flight.

Upon landing at LAX on Wednesday, 6/30, we experienced delays with our luggage and discovered that one of our pieces was damaged - the hard outer shell was cracked in two places. I promptly took photos with my phone. Despite trying to contact JetBlue immediately, we were met with a [redacted]-minute wait time. Our subsequent attempts to reach a representative were in vain. We borrowed a luggage piece from a friend to transport our belongings home under time constraints. I am displeased with the prolonged wait times to speak to a live agent and seek guidance on submitting photos of the damaged bag. For any further assistance, please reach out to me directly at [redacted].

A few days ago, I cancelled my return ticket with JetBlue online. After canceling, a message instructed me to contact JetBlue by phone to receive my cancellation credit. Despite numerous attempts to call, I have been stuck waiting for over [redacted] minutes each time, making it impossible to keep my phone tied up for over 2 hours. My flight cancellation code is HXSWKD, and it was booked under the name Maria Altagracia Garcia for the return flight from SDQ to SJU on August 26, [redacted]. I am looking to change the reservation to SDQ to MCO for a flight on August 22, [redacted]. I am aware of the credit and would like to utilize it. I appreciate your assistance in resolving this matter.

My name is Miguel Gonzalez. I was on Flight [redacted] on July 5th from San Juan to JFK. At the gate, a flight attendant asked for volunteers to assist with emergency exits, and I gladly volunteered. I was assigned to seat 10D, but unfortunately, the television was not functioning throughout the entire flight, which was inconvenient for me. I am wondering what JetBlue can do to address this situation as the flight was fully booked, leaving no other seats to switch to.

I am having trouble booking a one-way flight to Mexico online. After inputting my information, I keep getting prompted for proof of a return flight, leading me back in a loop. When I called customer service, I was informed of a wait time of over [redacted] minutes. Over the years, I have encountered multiple issues on your website, making it frustrating to use. At 76 years old, the time wasted trying to book a simple flight feels excessive. Your prompt attention to this matter would be greatly appreciated. Thank you, Stuart.

I booked flights for my husband, son, and myself to Santiago, Dominican Republic. Unfortunately, JetBlue canceled our original flight, forcing us to reschedule last minute. The new flights they provided conflict with my work schedule. I urgently need to change all three tickets to depart on July 17 in the afternoon and return on July 25 in the evening. Our reservation codes are KCCNMP for Ángela M López and Philip R Ramos, and IMKBVE for Gabriel Rafael Lopez.

I am requesting an extension for my flight booked last November but missed due to Covid-related quarantine. My confirmation code is KJNBYW. Despite not testing positive for Covid, I had to isolate before my scheduled travel date. Ideally, I would have preferred a refund, but that was not provided. I am looking to use the travel voucher for a trip in January [redacted]. I attempted to contact Jet Blue's customer service, but the shortest hold time I encountered was 60 minutes, with tonight's wait reaching [redacted] minutes.