JetBlue Customer Service Issues

RE: Confirmation code TBFEIQ - I booked a round trip flight and paid for 1 checked bag going to NY and 1 checked bag returning to FL on 5/8. I called JetBlue on 5/17 after noticing that the itinerary only showed 1 checked bag for the return flight. I was assured it would be corrected, but as of the rescheduled flight on 8/3, the information is still incorrect, missing the checked bag I paid for on the NY flight. My credit card statement reflects the payment for both bags. Please update the flight information to include the paid for checked bag that is missing.

While traveling with my significant other, our flight scheduled for 5:01 am faced an upsetting incident with a flight attendant named Jay. Around 5:20 am, Jay confronted my partner abruptly about mask positioning, escalating the situation without a polite warning. Within moments, my partner was threatened with removal. After leaving, Jay continued to warn others about the consequences of not following mask protocols. I have video evidence of the unfair treatment we experienced. The whole ordeal was disheartening, especially since this trip was a birthday gift. When I asked for Jay's full name, she initially ignored me and later only provided her first name. It was a distressing encounter with discrimination and assumption about my partner's intentions. We simply aimed to travel safely and comply with all guidelines amidst the challenging circumstances of mask mandates.

To whom it may concern, On Saturday, August 7th, I, Juliette P., arrived at Sangster International Airport (MBJ) 2 hours and 10 minutes before my JetBlue flight. The airport was busy, but I made it to the front of the line 1 hour and 35 minutes before my flight. The agent asked for my passport, but since it was an emergency one taken by Jamaican immigration, he made me wait for a supervisor for about 45 minutes. After another 20 minutes, he started the check-in process, only to inform me later that I couldn't board and would have to take a flight the next day with a layover. Despite explaining my situation and being on the phone with Priceline for an hour, no solution was reached. I had to rebook with Delta for $1,[redacted]. My initial flight was JetBlue [redacted]-[redacted]-[redacted]-44 and the return was Delta Flight [redacted]. Juliette P.

I accidentally paid twice for extra legroom seats on LGZLWC. I made the first payment on June 5, [redacted]. JetBlue couldn't find a record of the payment, so I mistakenly purchased the seats again on August 19, [redacted]. I received an email from American Express regarding the first purchase with receipt details. The email mentioned that my card may not have been physically present for the purchase made to JetBlue Airways for $[redacted].00 on June 5, [redacted]. The email outlined it was to notify me about card usage for purchases not physically presented.

I made a reservation on 8/17 through your representative using Veterans Advantage, with confirmation #UBBPYZ. The issue is that I was told to book under the blue level instead of blue basic, which I have done for years without any problems. After waiting nearly 2 hours to speak with a representative, I had to proceed with the booking and payment. However, Veterans Advantage has informed me that I still qualify for the blue basic fare and that I was misinformed. Please confirm if this information is accurate, and if not, may I request a refund for the price difference of around $88.

On Saturday, July 17th, my husband and I had a flight to Aruba, Flight #[redacted] at 7:24 am. We arrived at the JetBlue Terminal at 4:45 am and encountered total chaos. I needed wheelchair assistance, but there was no one to escort me to the line or gate. Meanwhile, my husband queued for the handicapped check-in and faced delays due to customers with incorrect documents and overweight luggage. This caused them to spend around 45 minutes assisting just one passenger. Despite letting others go ahead, we all faced delays. The reservation agents could have managed the situation better by prioritizing passengers without issues. Eventually, we got through check-in quickly, but then there was a wait for someone to escort me through security. This led to further delays, causing stress. I believe JetBlue should improve agent training, compensate affected passengers, and enhance their website for easier access to support and claims. My husband and I, Debra A Russo and Stephen J Russo, faced unnecessary inconvenience. Confirmation number RGABHU.

I recently used my TrueBlue points to book Hawaiian Airlines flights through JetBlue's phone reservation service. During my return flight with Hawaiian Airlines, I was informed that I had a ticket for the outbound flight but only a reservation, not a ticket, for the return journey. As a result, my girlfriend and I were stranded without a flight home due to what Hawaiian Airlines described as an error in the booking process by the JetBlue agent. We had to rely on a family member to purchase expensive tickets with another airline to get back. My JetBlue confirmation code is YCEDEP. I am requesting a full refund of my redeemed points as Hawaiian Airlines claims they did not receive payment for the return flights. I attempted to contact JetBlue to change my flight, but after waiting on hold for over 3 hours and missing subsequent flights, I was unable to speak with anyone. This experience, being far from home with reservations but no valid tickets, has been extremely distressing. I have always been a loyal JetBlue customer and am seeking appropriate compensation for this significant inconvenience.

I need to change my JETBLUE flight with Confirmation # WJMKPT to a later date in September. I attempted to contact customer service, but the wait time exceeded [redacted] minutes, so I opted for a call back. Unfortunately, when they returned my call, the line disconnected immediately. When trying to make the change online, I was instructed to reach out to the website through which I made my reservation, which is JETBLUE. Please do not advise contacting American Airlines. Here are the details for the flight change to later in September: Flight Details: From: EWR Newark, NJ Terminal: A To: PHX Phoenix, AZ Terminal: 4 Original Date: Fri, Aug 27 Departure: 6:37pm Arrival: 9:04pm Flight: AA [redacted] Sold as B6 [redacted] Operated by American Airlines My contact number is [redacted]. Ticket number: [redacted][redacted]

Hello JetBlue Help Team, I'm reaching out regarding Mary Guyer's recent travel situation. Mary, an attorney, had a trip to attend a deposition in California that was canceled by the opposing party. She promptly contacted the travel agency on Friday night to cancel all arrangements and was informed that she would receive a $[redacted] credit instead of a refund for the flight. However, upon checking her JetBlue account and credit card statement, there is no record of this credit. Could you please assist Mary in locating and applying the $[redacted] credit to her account? The ticket number associated with this issue is [redacted] and the record locator is [redacted]. I can be reached at [redacted] or via email at [redacted] Thank you for your help. Sincerely, Lauren O'Brien

Hello, my name is Maria Hernandez Tavarez. I recently booked a round-trip flight to the Dominican Republic from New York JFK Airport. Unfortunately, upon arrival for my return flight JetBlue [redacted] on Friday, August 13, [redacted], I was informed that the flight was overbooked with no available seats. Despite expressing my urgent need to return for work the next day, I was left stranded at the airport without any assistance or accommodations offered. After a two-hour wait, I was rescheduled for the next day's flight at 9:42 a.m., with the flight number being [redacted]. The lack of support, including no provisions for food, water, or proper shelter, was completely unacceptable. This experience resulted in the loss of a day's pay and a negative impact on my work commitments. The absence of an apology or basic care from the airline is truly disappointing and has left me contemplating sharing my experience on social media to raise awareness.

During our trip from Boston to Minneapolis from July 10th to the 19th, my husband, Paul, and I faced confusion regarding luggage fees. Despite being told twice that we needed to check our suitcases for a fee, we discovered they could have been stored as overhead luggage at no extra cost. I had prepaid $[redacted].00 for this misunderstanding. Unfortunately, when I requested a refund at the airport, I was informed it wasn't possible. As seniors unfamiliar with all the changes in travel regulations, we were left overwhelmed. Our names are Cathleen and Paul Tierney, and our flights were as follows: Flight [redacted] from Boston to Minneapolis and Flight [redacted] from Minneapolis to Boston. Any assistance would be greatly appreciated. Thank you.

During a recent flight from Montego Bay to Orlando on 8/21, my spouse and I encountered a flight attendant named Courtney who displayed an extremely negative attitude towards us. When my wife requested a Ginger Ale, Courtney rudely refused to hand it to me to pass it to my wife. Instead, she implied that my wife should speak for herself. This behavior was unacceptable and made my wife, who has years of customer service experience, very displeased. Courtney's attitude only worsened as she made inappropriate comments to other passengers as well. In all my years of flying, I have never encountered such rudeness from a flight attendant. It is our hope that Courtney receives retraining as her behavior was completely unprofessional. We want to commend the rest of the staff who provided excellent service. No passenger should be treated this way.

I will be flying from LAS to JFK on August 28th and I have a question regarding the testing requirements. Do I need to order the test from the Vault and pay $[redacted] at least 3 days before my flight, regardless of vaccination status? According to Jetblue's information from the VAULT website, most destinations require a negative PCR test taken within 3 days of travel for entry without quarantine. Vault offers at-home testing with quick results within 24 hours of the lab receiving the sample. Tests should be ordered at least 1 week in advance. For those flying JetBlue, there is a COVID-19 testing site outside Terminal 5 at JFK Airport offering free walk-in services from 9am to 7pm daily as per the information on their website.

I used my TrueBlue points to book Hawaiian Airlines Flights through JetBlue. Upon my return flight, Hawaiian Airlines informed me that there was only a reservation for my flight back and no actual ticket, leaving me and my girlfriend stranded. We had to purchase expensive tickets with another airline. My JetBlue confirmation code is YCEDEP. I need my points refunded as Hawaiian Airlines claims they weren't paid for the return flights. I also tried to change my first flight with JetBlue to make the second leg, but was on hold for over 3 hours without a response. This situation was stressful being so far from home with reservations but no tickets. I hope to receive compensation for this situation as I have always been a loyal JetBlue customer. My TrueBlue number is [redacted].

Hello, I experienced a flight delay traveling from Montego Bay to Newark airport last week on 8/17/[redacted] with confirmation number JAXFGK. The original departure time of 4:10 PM was pushed back to 8:05 PM before ultimately being canceled. Despite arriving at the airport 3 hours early, there was no notice given about the cancellation, leaving us stranded without accommodations for the night and missing work. We were informed to provide our contact information and were promised to be contacted about potential alternative flights, possibly on 8/18/[redacted], but no details or Covid guidelines were provided. Though we managed to find a place to stay at our own expense, we were told no accommodations would be provided. I am seeking reimbursement for the last-minute hotel and travel expenses incurred. It was frustrating to see other flights departing while ours was canceled, and better communication earlier in the day could have made the situation less stressful.

I am reaching out to share an experience on my recent flight from New York to Ft. Lauderdale on Aug 3, [redacted], aboard flight B6 [redacted]. Due to my husband's disability, we opted for front row seats to assist him. A distressed woman boarded the plane, struggling to reach her assigned seat further back. A kind passenger in the front row offered her his extra seat since he had reserved two. The flight attendant mentioned they needed to verify this arrangement, and after a brief delay, she was allowed to occupy the other front seat across from my husband. Throughout the flight, the woman was disruptive, cried, and frequently removed her mask. She also exhibited distressing behavior like seeking medication and showing signs of soiling herself. Despite the attentive efforts of the flight attendants and fellow passenger, the situation was stressful for us and other passengers. Although Jetblue has been our preferred airline, we are requesting a refund of the additional fee we paid per person for this challenging journey. Best regards, Liz M.

Hi JetBlue Help Team, I am reaching out for Mary Guyer, an attorney, who had to cancel a flight due to a canceled deposition. The travel agency issued her a credit of approximately $[redacted], but she hasn't seen it reflected in her JetBlue account or credit card statement. Can you please assist in ensuring she receives the credit? The ticket number is ([redacted]76) and the record locator is (BITLXD). I can be reached at [redacted] or [redacted] Thank you, Lauren O'Brien

I attempted to change my itinerary online but was unsuccessful using the booking code BZIFZR. However, I managed to book a new itinerary with the code DFFACA. I received an email stating that the refund for BZIFZR was processed, but the credit was not reflected on my Visa card. I have been unable to reach anyone via phone and cannot stay on hold. There was no option provided to request a callback. I tried to modify the return flight without success and hence rebooked a new reservation, DFFACA, to return a day earlier on 8-30, as my flight leaves tomorrow, 8-25. I see two existing reservations online and only want to keep DFFACA. Due to the inability to change the return flight on BZIFZR online, I had to create a new reservation, DFFACA. The passengers are Karen and Mark Patterson. I am in need of a refund resolution. Additionally, I have requested a wheelchair for all flights. I also require extra legroom due to recent foot surgeries. I appreciate any assistance. Thank you, Karen Patterson.

Good morning, I've received two surveys regarding my recent Jetblue flight with locator number LFDSAV on July 21, [redacted]. My frustration is growing as all I receive are emails promising a call within 10 days. If I don't hear back soon, I'll contact a local TV station. My time is valuable, especially at 74 years old, a loyal Jetblue customer since the beginning and have even spoken to David Neelman. I'm very unhappy and feel ignored by your survey requests. You can reach me at [redacted]. I hope to hear from Jetblue soon. Regards

Dear JetBlue Help Team, I am reaching out regarding an issue experienced by Mary Guyer, an attorney, who had to cancel her travel plans to California due to a canceled deposition. Despite canceling through the travel agency, she was only provided a credit of approximately $[redacted] instead of a refund for her JetBlue flight. Mary cannot locate this credit in her JetBlue account or on her credit card statement. Can you please assist Mary in resolving this matter regarding her credit? The ticket number associated with the booking is [redacted] and the record locator is [redacted]. Should you need to reach me, my contact number is [redacted] and my email is [redacted] Thank you for your help. Sincerely, Lauren O'Brien