[X]
Feedburner count

JetBlue

Star Half star Empty star Empty star Empty star
97 Reviews & Complaints
www.jetblue.com

Most Popular | Newest | More Options >
More filter options:
I love JetBlue Airways!!!
Posted by Bababooey on 07/20/2004
NEW YORK, NEW YORK -- Finally, an airline that treats it's passengers with courtesy and respect, and not like pieces of garbage!!!

I was a long time customer of American Airlines until a recent run in with a some nasty, arrogant, and abusive AA "customer service" personnel. After my ordeal with them and with the do-nothings at American Airlines' Executive Office, I vowed never to patronize American Airlines again.

I heard good word of mouth about JetBlue Airways, but I didn't believe the hype, as I was used to the pathetic service provided by American Airlines. When I finally flew on JetBlue Airways, I found out first hand that all of the praise was well justified! New aircraft, roomy seats, and a friendly and accommodating crew made my flight to Florida a pleasure!!!

I just hope and pray that JetBlue Airways continues to enjoy its well deserved success, showing other airlines, such as American, United, Northwest, and Delta that the backbone of a successful and profitable airline is customer service.

**A copy of this message has been forwarded to JetBlue Airways CEO David Neeleman**

     
Read 6 RepliesAdd reply

User Replies:Close comments

Posted by bill on 2004-07-20:
I am a big fan of JetBlue. I have used them 6 times in the last 2 years and I have always had a good flight. The flights were all on time and the DirecTv in every seas makes the trip go by faster.
Posted by JupGrrl on 2004-08-29:
I also really like Jet Blue. I've flown them three times and have always had seamless flights with no hassles or delays. Their customer service and prices completely outdo the competition, too.
Posted by jayme on 2005-01-07:
I agree with this review 100%. Jet Blue is the absolute best!!! Everyone is friendly and professional, Clean planes. Good snacks. It was nice to feel like my business was wanted, rather than that I was doing them a favor, as is all to common with many businesses today. A+++ for JetBlue.
Posted by Rugger on 2005-04-24:
You obviously overlooked the reason that Jet Blue has seen some short term success, and that is the manner in which their company received their jump start. This is a company that pays their people very little, and is subsidized by French and German Airbus Industries. Unless you have been living in a cave, then you would understand that as a start up company with the help of 2 countries that have only the domination of the U.S. aircraft market in mind, Jet Blue is not playing on a level field. Your slam of American Airlines, the only legacy carrier that seems to know what they are doing, is also unfair. American buys Boeing, an American company, pays their bills without help from a foreign country, and pays their employees fair wages. I wonder why you would place your own self interest before that of your own country.
Posted by CaptainSpaulding on 2006-09-04:
Oh shut the hell up, Rugger! American Airlines, along with another failing carrier, United Airlines, was bailed out of impending bankruptcy after the 9/11/01 Terrorist Attacks by the United States Government (the American taxpayer). So, in effect, every single person in the United States who pays taxes is subsudizing American and United! I don't care about American or United because they don't care about their passengers. I used to fly American, but after my last experience with their nasty and abusive personnel and lousy service, I will NEVER fly them again!!! Actually, I really hope that they finally go out of business!!! I now fly JetBlue Airways and I have NEVER had a problem with either their personnel, or their service. I don't care that Airbus Industries subsidizes JetBlue... At least they didn't come begging to the U.S. Goverment for a handout!!!
Posted by Jason on 2014-04-06:
Assaulted by a JB employee tonight and was offered a 20 dollar credit. I've flown them 50 times and didn't ever think they would go this far downhill. I hope you all boycott them. I have retained a lawyer, not for money but for an apology.
Close commentsAdd reply

Boycott Jet Blue
Posted by Rugger on 04/17/2005
The fair haired airline, the flavor of the month so to speak is Jet Blue. What the public either does not know, or simply ignores, is the manner in which this company has had a measure of success.

Jet Blue thrives on low fares, no secret there. You can profit from that only if your costs remain low. With an employee group of fresh faces(read inexperienced) the payroll at this stage is also low. That of course will change as the staff realizes that they are carrying the water for management, and will naturally want to bring their wages up to industry standard. The company is non-union, and so far the employees are consuming the Kool Aid in massive quantities. When they realize that pay raises are not forthcoming, they will at some juncture form collective bargaining units.

Jet Blue, an almost pure buyer of French and German built Airbus aircraft, has been the beneficiary of generous maintenance agreements, as well as purchase financing from that not so friendly government subsidized company.

I'll fly U.S. airlines that buy American built Boeing aircraft. I cannot fathom patronizing an airline that pays their employees sub-standard wages, while in effect keeping French and German workers at government subsidized Airbus well fed.
     
Read 6 RepliesAdd reply

User Replies:Close comments

Posted by tpebop on 2005-04-17:
what a bunch of leftist drivel God forbid a company makes money and provides a good value capitilisim is wrong. go move to a former soveit republic ya commie puke liberal nutjob
Posted by bill on 2005-04-18:
I have flown JetBlue many times and I think they are great. The flights are on time and the staff is friendly. I highly recomend JetBlue Airlines.
Posted by Weary Traveller on 2005-05-03:
Please understand that although the aircraft are European, the system components are mostly American. In fact, there's a process used to strengthen the airframe of which the tooling is manufactured by two companies alone, both American.
Posted by Retred that Tire on 2005-07-09:
You forgot to mention that JetBlue outsources it maintainence to El Salvador? Not sure if its El Salvador but its to a central american country. I know that I wont fly a carrier that outsources and leaves my fellow american jobless or under-employed.

BTW Boeing is subsidized by the US government thats no so much the issue as simply not buying american and Boeings inflexable prices. Boeing needs to re-think how it sells its airplanes overseas and in the US. Boeing needs to relize it has competators and not think that its planes are going to be sold as a matter of right.
Posted by QuadEddie on 2006-04-25:
Uh oh, they are also adding Brazilian made Embraer planes, and I think they also hire Mexicans to cut their corporate lawns.

Is that the best you can do? Boycott a company because they use low-cost labor (read: not slave labor - these folks do have a brain and willingly applied for the job) and because they use foreign made devices? You make me laugh you piece of garbage.
Posted by StudentU on 2006-10-03:
The food you buy is probably grown and driven by latinos. No american would work with farm pesticides only those people would. ( no offence but americans just won't do it)
Close commentsAdd reply

Not Doggy Friendly - JetBlue Check-In = No Integrity
Posted by FrequentDoggyFlyer on 02/22/2009
SAN DIEGO, CALIFORNIA -- On December 18, 2008 I was scheduled to depart San Diego to Seattle, WA with Spencer Evans and our two dogs on flight #276. We had purchased 2 rounds trip tickets for our dog the same day we ordered our tickets to assure our dogs would be able to fly. We have flown with ours dogs multiple times on American, Alaskan and United with tremendous service and kindness to our dogs. With our love of JetBlue and the new pet policy we figured this would be the ideal situation for both the dogs and us.

We arrived at the airport via taxi since we would be in Seattle for 10 days and did not want to leave out car – It was $45, but an expected expense. With close to 2 hours until our flight we are waiting in line to check in – dogs on leashes and ready to get into the bags. At Check-in we are addressed by Francis a customer service representative who tells us that one of our boston terriers is far to fat and has to be weighed. We pop adorable Dude on the scale and sure enough he is 26 lbs. We knew he was chubby, but it was never a problem with any other airlines. We were told we would not be able to fly since Dude was 6 lbs over weight- 6 POUNDS!!! Francis then tells us our other Boston Terrier is also to big- she weighed 20.5 lbs. We are both flabbergasted that we are being told we cannot take them on the plane. After Francis continues to tell us Dude is too fat and cannot fly due to TSA requirements, we point out TSA does not have a weight limit on Alaska, American or United. Instead, the dogs just have to fit comfortably in the TSA approved Sherpa bag that will slide under the seat in front of us. Francis continues to become ruder and ruder as shes speaks with us and says that she won't do anything and can't do anything since 6 lbs of dog is a safety concern.

Francis then proceeds to grab her manager- he comes out 15 minutes later and yells at us for not reading the legal information for JetBlue which requires a dog to be under 20 lbs which includes the weight of the bag. He is also extremely rude to each myself and Spencer.

I ask both Francis and the manager if we could pay an extra fee for Dude and Fiona- in turn paying for 2 additional dogs ($200 total for the one way ticket for each). Since Francis told us no other dogs were on the flight, we thought this was ok. Francis also told us the Pilot could approve the dogs flying, but refused to contact him or tells us how we could get approval else where.

Not 10 minutes later Francis steps away to help another customer leaving us waiting. The women checking in is bringing along her 3 year old daughter who weighed at least 30 lbs- but paid nothing for her daughter since she was riding on her lap. To me, this is a safety hazard for the child and extra weight to the plane that is not being paid for –

I must pay an extra $200 round trip per dog and pay additional dollars for extra bags and overweight bags, but a 3 year old is free. Not only is this ridiculous, but it is something I have alerted TSA to look into.

We talk with Francis for another 30 minutes to come up with other ideas how our dogs could fly. She suggests we call a psychologist and lie to get the doctor to sign that Dude is an emotional pet. Not only is she asking us to lie, but she is not helping the current situation. The manager leaves us and refuses to talk with Spencer and I again.

Francis’ only other idea is to try to get the dogs to ride in cargo on American. She suggests we go buy two $200 crates for each dog- we now have 40 minutes until our flight, and not enough time to even book the dogs, let alone pay and hop on our own flight. To make matters worse, Francis tells us this should be fine, even though America is not currently flying dogs in cargo since Seattle is below freezing. She says it should warm up soon and American can just keep the dogs in the crates until they can fly. Needless to say- the weatherman has predicted that Seattle will not warm up above freezing (or even 25 degrees) in 10 days. Francis tells us that is not her concern and that we should have paid attention to the details. She hands me the phone to try try to reach United or American to book and the dogs and tells us she would “try to get us on another flight.” Her trying consisted of walking away from the check-in counter and proceeding to help someone else.

After realizing we were going to miss out flight anyway, and dealing with extremely rude JetBlue service, that we would drive from San Diego to Seattle. Not only were we visiting for Christmas, we were also interviewing with several companies- all interviews had to be cancelled since we would not arrive on time. We took another $45 taxi home and packed the car and started to drive to Seattle.

Both Francis and her manager did not realize the danger, struggles and future JetBlue dollar losses of their actions - all because of an irrelevant 6 pounds. I would understand charging for additional weight, or if their was a weight requirement on the plane where each person could only take X additional pounds and each passenger could only weigh X amount for safety, but that is not the issue. I understand the more weight, the more fuel is used, but that is why we said we would pay additional dollars to cover the 6 lbs that would sooooo drastically affect the fuel consumption.

Never have a dealt with such rude customer service of any airlines, especially in a time when the airlines are struggling so much to get customers. We have already alerted family and friends who have pets to not fly JetBlue. In addition, I will continue to tell my company who flies from San Diego to New York and Boston monthly to fly with another company. We did receive a refund, but minus the $100 change fee per ticket, but it cost us nearly an additional $800 in gas, over 49 hours of traveling, 2600 miles to the car, 2 missed interviews and missed job opportunities.... all for 6 lbs!

Perhaps you will tell me that Francis was just doing her job and following rules, but it was her rudeness and telling us to lie that showed she did not have integrity, she was just trying to make some innocent travelers lives hell.

Needless to say- we drove to Seattle- it took over 26 hours due to the terrible snow and ice. We survived and told everyone our story.

     
Read 13 RepliesAdd reply

User Replies:Close comments

Posted by Soaring Consumer on 2009-02-22:
What happened that day was wrong, despite the 20 pound policy. You should have been informed of it in the first place when you originally bought tickets for the animals.

Contact JetBlue's corporate office. You shouldn't have to be out the change fee after what happened and deserve compensation for the extra expenses.

If they refuse compensation, contact Christopher Eliott, the CNN Travel Troubleshooter and the ombudsman for the National Geographic Traveler magazine, at celliott@ngs.org.
Posted by BokiBean on 2009-02-22:
Francis just hates dogs.
Posted by Anonymous on 2009-02-22:
While I sympathize with your situation and agree you were treated poorly, you should have checked the airline rules before buying tickets for your dogs. A dog is not a child, so you are completely wrong to compare your 26 pound dog to a 30 pound 3 year old. As far as I'm concerned, dogs should not be allowed on planes at all and you should be grateful that any airline even allows it anymore.
Posted by jktshff1 on 2009-02-22:
Soaring, gotta disagree this time. the op blew it, " not reading the legal information for JetBlue which requires a dog to be under 20 lbs which includes the weight of the bag." OP should have read the rules.
financial..agree dog ain't a kid, however, would you deny my assist dog a place?
OP...ya gotta learn the rules, read, and understand them.

Posted by Ben There on 2009-02-22:
American Airlines also has the 20 lbs. restriction...
Posted by Nohandle on 2009-02-22:
I actually remember the days when a dog crated was considered an extra piece of luggage to be put in cargo. As long as they were under 125 pounds they were fine to go along with a health certificate from the veterinarian pasted on top of the crate. Those rules changed quickly due to the number of animals dying due to heat/cold while waiting on the tarmac. All anyone can do, if he is going to fly with an animal, is check until the last moment as to what's allowed. I think the rules change daily, just like anything else allowed on a plane.
Posted by yoke on 2009-02-22:
How do you know the child was 3 years old weighed 30 lbs and was sitting on her parents lap. I thought it was under 2 that got to fly for free if they sat on a parents lap. Did that one time and would never do it again.
Posted by Anonymous on 2009-02-22:
Jktshff1, no, I wouldn't include an assist dog in my comment about dogs not flying. There is an exception to every rule, and an assist dog is one of them. I don't hate dogs, by the way, I just think they have a place and an airplane isn't one of them (again, "regular" dogs - for lack of a better term - not assist dogs). A person who is allergic or terrified of dogs shouldn't be forced to have an uncomfortable flight because someone wanted to take their pet with them.
Posted by jktshff1 on 2009-02-22:
Point taken, but a person who is allergic or terrified of dogs should stay away from places they are allowed and the private business owner should not be made to make an exception. People with legitimate disabilities excluded, a business owner should be able to allow or disallow behavior or actions as THEY decide, not the government. Allergies and fright are not reasonable. I'm allergic to bee's...am I going to sue a beehive owner in my area 'cause I got stung..heck no.
Kinda like I don't patronize businesses that don't allow legal handgun carry in my area, and encourage others to do the same.
I hope I made sense.
Posted by Soaring Consumer on 2009-02-22:
I love JetBlue, yet I feel that the main issue is not really the policy, but how it was handled by these specific employees.

Employees that treat customers like that don't deserve to work for the airline.
Posted by Ben There on 2009-02-22:
Soaring, it seems that the OP is just upset that Francis enforced a rule that all airlines have. It sounds like she spent a lot of time with the OP trying to come up with other options like getting a doctor's note, sending the pets on American, etc... Some people confuse "rude" with "she didn't break a rule for me". She could have been written up by letting an overweight animal on the plane, and no one wants to risk a job in this economy because a customer didn't check the rules. What would you suggest she do?
Posted by Anonymous on 2009-02-22:
"We have flown with ours dogs multiple times on American, Alaskan and United."
But... you didn't read Jet Blue's pet guidelines first..had you done that, you would have been able to choose another airline, saved yourself all that gas money, mileage on your vehicle, lost job interviews...etc.
I think the Jet Blue employee went above and beyond to try to assist you by coming up with some alternatives...while helping her other customers too. It's a hard lesson to learn, but I think the accountability lies with you on this one.

Posted by lesaint on 2009-11-08:
Agree with commenters above faulting OP.

One should read the rules to understand precisely what limitations and fees apply. The "it was only 6 lbs of dog" and "but that other airline lets me" defenses are ridiculous for reasons too obvious to merit development here.

Additionally, helping an obviously difficult customer find a solution to her dog crisis, while still attending to her job (i.e., taking care of the rest of the customers) is not the same thing as being "rude."

Close commentsAdd reply

StarStarStarStarStar
Luggage Problem
Posted by Daibrt on 10/15/2013
LONG BEACH, CALIFORNIA -- I've always enjoyed flying with Jetblue & I would recommend my family & friends to use them! However, recently I had a problem re:my luggage. I flew from Long Beach to JFK(Aug 28th) & returned to Long Beach (Sept 24th). I did not unpack until the following day.

I had placed a pair of OKNY JEANS sandals in the front compartment of my luggage; had not worn them yet. The Left sandal on its side; instep & heel area were broken off. The Left sandal, its toe & instep area were broken off. To receive that much damage to my sandals, my luggage must have been thrown really hard & crushed under something? I was so disappointed, I truly loved flying JetBlue!

     
Add reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Flight Delays
Posted by Gitana1605 on 08/29/2013
NEW YORK, NEW YORK -- My flight was number 236, schedule to depart at 1:44 am on August 29. The flight attendant notifies me they had a delayed and was leaving at 3:30 am, but the flight was really leaving at 4:16 am. When you notify someone, the airline should be clear enough and not give misleading information. As result, I will stop my traveling with JetBlue company. My child is tired and hungry. She wants to get home.

I will not recommend you to any my friends and family.I will think twice to travel with JetBlue, and all my reviews will refer to this inconvenience.
     
Read 2 RepliesAdd reply

User Replies:Close comments

Posted by Ben There on 2013-08-29:
A friend of mine was flying to NYC yesterday and due to weather his flight - like many others - was diverted. When this happen it can take a while for planes and crews to catch up.

These weather problems create big headaches for passengers and airlines, and things often change quickly... I wonder if the airline was misleading you, or simply gave you the most correct information at the time. It looks like your flight didn't take off till almost 5am, so the time changed again after you posted this.

A lot of airlines will simply cancel a flight early on instead of having lengthy delays that will change several times. This strands people without hotels and missing a few days of vacation, but the upside is they won't have to spend many hours waiting on a flight that keeps getting delayed. Jetblue, however, is known for completing flights even if it means a long wait.
Posted by Weedwhacked on 2013-08-29:
You might want to stop flying altogether since delays happen with all airlines.
Close commentsAdd reply

StarStarStarStarStar
Over and Above
Posted by Spherecraft on 03/02/2013
We recently flew from Ft. Meyers Florida to JFK then on to Portland Maine (Flt 124 and 608, 02/28/13)(name Ritchie, Bob and Anne). During deplaning I required a wheel chair on the jetway and then to the food court area. At some point I discovered that my wallet was missing. My problem! A new and bulky wallet that easily slipped from my side pocket. Regardless it was not in my possession on delivery to the food court area.

We immediately notified JetBlue who set in motion their staff to check the plane quickly, called the overall service folks for JFK who came to collect my wife and take her from the gate area, to the lost and found and to the baggage area. The wallet was not located. My guess is that it slipped out while moving from the seat to the jetway.

This morning I received a call from JetBlue in Ft. Myers to tell me that the wallet had been found in Ft. Meyers during thorough cleaning of the aircraft. The person, Linda Pickering, walked me through what needed to be done to get the wallet back to me ASAP. I authorized her to search the wallet for my credit card which she and the supervisor did, (time ~11:15 AM, 03/02/13). Needless to say, I am stunned by the successful outcome largely due to the attentive and honest staff at JetBlue and the Customer service chap (AirServe) at JFK, a fellow by the name of Troy Bowry. I am so sorry we did not note the names of the other JetBlue folks who helped as well.

We have been flying JetBlue whenever possible for several years and ALWAYS found the staff and service to be outstanding!
Our PWM flight was delayed, however, that is a non-issue in my mind. If one travels "suck it up" that's the way it goes! Don't like it?? Stay at home!

The JetBlue staff was exemplary.

So our hats are off to the folks at JetBlue and to Troy Bowry at JFK.
Not a thing to complain about.

Bob and Annie Ritchie
     
Add reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Approaching 5th hour of a delay
Posted by Jw3955 on 02/05/2013
As I sit here in Jacksonville into the 5th hour of a flight delay listening to your giggling simpletons tell us that the first fours hours were due to broken equipment and this hour because you are short a stewardess it has become apparent to me anyway that whoever the [snip] is that runs this company probably shouldn't be allowed to run a lemonade stand. You make a mockery out of the word service. Not only "never again", but going forward anyone I hear is thinking of traveling I will do everything I can to steer them elsewhere.
     
Add reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Damaged luggage
Posted by Lorrainetammaro on 10/24/2012
FOREST HILLS, NEW YORK -- On red-eye return flight from CA my suitcase was destroyed. I didn't know it until I got home. I had help getting the bag and getting into the car service. I called customer service and was told I should have brought it to the counter when I got off the plane and I have to bring it back to the airport. I am on disability and cannot take a car service back to the airport to bring them the bag they damaged. I even wrote a letter to the President of jetBlue but did not receive a reply. I am extremely disappointed.

     
Read 2 RepliesAdd reply

User Replies:Close comments

Posted by trmn8r on 2012-10-24:
It does appear that you must do it in person, according to the Contract of Carriage: http://www.jetblue.com/p/jetblue_coc.pdf

It is in the first four lines of Section 22 (A).
Posted by CUontheFlipSide on 2012-10-24:
They will justifiably raise the possibility of the damage happening after the suitcase left their control. This is the reason it has to be claimed when you retrieve your bag.
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Airline Temporary Passes for Military Parents
Posted by Espinosa12 on 07/21/2012
CHICAGO, ILLINOIS -- Today, July 21, 2012 my husband and I took our son O'Hare Airport at 5:45 AM to drop him off for his destination to Japan. He is a Marine and he was in Afganistan for seven months. Also he was on leave for three weeks. When we approached the Jet Blue counter the supervisor, Jesse, informed us that we cannot get a temporary pass to accompany our son so we can see him depart.

All the other airlines give us the courtesy and gratitude that our son along with other soldiers are fighting for this country. We insisted with Jesse but he gave us the reason that our son is old enough to travel by himself. We thought this was a very stupid response. Can you explain this situation of being denied temporary passes to us?

Frustrated parents
     
Read 7 RepliesAdd reply

User Replies:Close comments

Posted by jktshff1 on 2012-07-21:
This is a public site, I would suggest you remove All of your personal information.
Posted by frak on 2012-07-21:
My first thought was what difference does it make that your son is in the military, why not give gate passes to everyone's families. But then I remembered how crowded the gates already are without adding a bunch of people who are not flying. I have no problem with JB's policy. Hang out with your son in a pre-gate restaurant or other waiting area until it's time for him to head to the gate.
Posted by trmn8r on 2012-07-21:
I have never heard of temporary passes for people to travel through the security checkpoint and enter the gate area.

However, it makes sense that a youngster travelling alone could be attended by a guardian to the gate. I think this is where the comment arose from regarding your son's age. The policy makes sense to me - I don't see why there should be an exception for relatives of members of the military.
Posted by yoke on 2012-07-21:
Most airlines have no problem with family members being with service members deploying at the gate. Shame on JB for not allowing parents to be with their son the last few moments before he goes off to protect our country. We were just allowed to be with my sons girlfriend before she left for boot camp and that was with United.
Posted by DebtorBasher on 2012-07-21:
Regardless of what their policy is, that age remark was uncalled for and unprofessional.

My thank you and prayers will go with your son.
Posted by CowboyFan on 2012-07-22:
Debtor Basher - it was only after the parents "insisted" (probably means demands) with the manager that the remark was made.
Posted by DebtorBasher on 2012-07-22:
It was still uncalled for and unprofessional. I know people can get to you when you're dealing with the public, but if you're going to accept a position working with the public, you have to have A LOT of self control...and I tell ya, it's not always going to be easy and when you make a remark like that, it makes you look bad, not the customer.
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Severely Inept Customer Service
Posted by Dootzie on 07/16/2012
MILPITAS, CALIFORNIA -- So, my boyfriend and I live in California and we planned a cruise to the Caribbean. We used JetBlue to get there. Our first flight was cancelled then our second flight was delayed 3 hours due to mechanical failures which made us miss our connecting flight in JFK which, in turn, made us miss our cruise. They eventually got us to Jamaica where we could catch the cruise on the 4th day but had to spend a significant amount of unexpected funds in order to stay there for 3 days.

We sent JetBlue a complaint and all they want to do is give us each a $200 credit each which won't pay for a whole plane ticket.

My boyfriend says they aren't legally obligated to do anything since our first flight was cancelled due to weather conditions and the other flights were booked as a "favor" to us. My question is - how can airlines get away with such poor customer service when many/most other companies can't!

I am so frustrated.

Thanks for any help or suggestions you may be able to offer.

Here is the full story in the form of the complaint letter I sent to JetBlue:
I would like to share with you the experience my boyfriend and I had with your airline on June 22nd and 23rd. We had booked a straight flight from San Francisco, Ca. to Fort Lauderdale, Fl. (Flight 278) for a cruise. We were originally very excited to fly with JetBlue because of the wonderful things we had heard from friends. Unfortunately, our experience was not as pleasant as we had expected.

Our flight was supposed to leave around 10pm from SFO and get to FLL at 6am. (Our cruise left the port at Fort Lauderdale at 4pm.) We got to the airport right before 8pm and quickly found out through other passengers that our direct flight was cancelled. Up to this point, we did not receive an email update nor was the information on the JetBlue website updated (it still showed our flight as “on time”).

The lady (I cannot recall her name) at the check-in counter was very nice and tried to find us alternate routes to FLL. She found a flight through another airline company with a layover but at least we were going there in time. During our wait, she discovered that JetBlue had already re-directed us through JFK getting us to FLL by 2pm. The flight to JFK was supposed to leave at 12am. Even though we had a long wait, we were grateful and happy we were going to get to our cruise in time.

We get to the gate at SFO. First, the screen behind the JetBlue representatives had the flight leaving at 11pm. I was a bit confused since the lady at the check-in counter said 12am. When I told one of the staff about the screen, he said, “Oh, we know.” I know this may seem insignificant but customers rely on this information to know if it is possible to get something to eat, use the restroom, etc. The fact that these two staff members were accepting wrong information to be posted is unacceptable.

Then our flight arrived at the gate and de-boarded. Midnight and 12:30am came and went with no explanation that there was mechanical failure. Finally, there was an announcement that there is mechanical issues that needed to be taken care of and the flight’s new departure time was 2:15am. The plane actually left the gate to get repaired.

Again, 2:15am came and went with no further explanation why the plane was not back at the gate. Finally, around 2:45am, a manager announces that they have not received any new information from the mechanics working on the plane. This announcement was made as our plane was pulling up to the gate. To me, there seems to be a major break in communication among the staff at JetBlue.

In the meantime, we asked the staff at the gate desk about our connecting flight in JFK. First, a staff member argued with me about when the plane would arrive in JFK. According the computer screen he was looking at, the plane would arrive at the same time as it was projected to if it had left at 12am. I asked him mathematically, how that was possible. I understand planes can make up some time in flight, especially in the middle of the night, but not when it is already 2 hours past the original departure time. Then he conceded that maybe I had a point and he started to look at other flights leaving JFK that could get us to our destination.

He told us that everything was booked and there was nothing he could do. No sorry, nothing. I asked to speak with the manager who I had seen make an announcement. He said that he would have another staff member look at flights for us but there was not much more they could do. The other guy looked for a while but informed us that he could not look at other airlines. My question is, why not? Why would I have to leave the terminal, go through the security checkpoint, and go to the check-in counter (where I cannot imagine there was a staff member there to help me at this time of night) to find out if there are other airlines that can get us to our destination?

Finally, the staff member put us on standby on the last flight from JFK to FLL that would get us to our cruise in time. We ask are we going to be stranded in JFK and what would happen if we were not able to get on the flight. He said he was certain we were going to get on the flight in JFK and not to worry. Well, he was wrong.

We approached the desk for the connecting flight in JFK and ask the staff member there about our chances of getting on the flight. He huffed and puffed and said every seat was booked and there was no way we would be able to get on. During our conversation, two pilots walk up to the desk. The staff member did not say excuse me or anything but turns towards the pilots mid-sentence and asks them if he could help them. They ask for two seats on the flight we were waiting to get on and without hesitation, gives them two seats.

A little flabbergasted and a lot tired, we asked them how the plane had open seats for them but just a minute ago, the plane was fully booked. He said that his priority was the pilots and not the customers. Yes, those were his words. As you can imagine, I began to get upset. He told me there was no need for me to get upset. I said, “I shouldn’t be upset for a week’s worth vacation to be used for nothing and a $3,000 cruise that I am not going to get to go on?” He said, “no, you shouldn’t be upset.” Well, I think many people would agree I had every right to be upset for missing a cruise I had paid my hard-earned money for.

A little later in the “conversation”, he turned to my boyfriend and said, “I am going to talk to you because I can’t talk to her.” Excuse me??? It’s one thing to DO this if the customer is upset but to have the nerve to say this in front of me. Does your company train your employees to talk to customers like this? Totally unacceptable.

He finally told us there was absolutely nothing he could do for us because, again, he could not look up other airlines. He told us to go the information desk - at least, this was not on the other side of the security checkpoint. After waiting in a VERY long and time consuming line, we were finally helped by Fayola (I did not catch her last name) - one of the only two people at the desk.

At this point, I was crying. My boyfriend explained to Fayola our situation and she actually seemed like she cared. She looked through the different flights leaving JFK and found us a flight to Jamaica where our cruise was stopping along its way. She recommended we call the cruise line before booking the flight to make sure we could catch the cruise in Jamaica. After confirming that this was a possibility, she booked us on the flight. She told us, though, that our luggage would probably be on it’s way to Florida and it may be a day or two before getting the bags in Jamaica. She not only found our bags, she came to our gate and let us know that our luggage would be on our flight to Jamaica.

First of all, I want to explain to you my viewpoints on caring. It’s one thing to actually care (or not care) about the customers complaints or problems; however, it’s quite another thing to not seem to care. The staff members at the SFO and JFK gates did not seem like they cared AT ALL. One staff member at SFO just stared nastily at another customer who was crying and upset because she was trying to get to an ill family member in New York and the mechanical issues were preventing this from happening.

Secondly, I can understand when flights are cancelled because of bad weather and how this is not the airlines fault. But, when your planes have mechanical problems, the customers should not be punished for that. We were treated by the SFO and JFK staff members like this was something we were just going to have to deal with with no sort of compensation. It was not until we pushed for some sort of resolution that we got answers. The staff member in JFK even argued with me about whether there was mechanical problems on our flight from SFO.

We are both extremely unhappy with JetBlue and the so called customer service we received from many of the staff. Ultimately, my boyfriend and I missed 3 days of our cruise and unexpectedly spending a lot of money ($1500) in Jamaica on hotel, food, and taxi fares because of JetBlue’s mechanical failures and poor customer service. There are many things JetBlue could have done to get us, the stranded passengers, where we needed to go on time. There are many things JetBlue could have done to compensate us for the havoc caused by the delays, cancellations, and failures. Instead we were treated with indifference and contempt.
     
Read 2 RepliesAdd reply

User Replies:Close comments

Posted by trmn8r on 2012-07-16:
I didn't read the long version, I read the summary at the beginning.

My opinion is the BF is correct. They aren't legally obligated to give you further compensation. In the world of air travel, not obligated means you aren't going to get anything - yes, this caused you great inconvenience and $$$, but it is a consequence of the vagarities of flying.

I cheated and read the last paragraph about mechanical failures. Let's consult the CoC, which is the applicable document - standby...
The Contract of Carriage details what passengers are entitled to if there are ground and departure delays. Essentially, you are eligible for $50, 75, 100 etc and/or tickets for future flights, based on the duration. That is JetBlue's only liability.
Here it is: http://www.jetblue.com/p/jetblue_coc.pdf
Posted by CowboyFan on 2012-07-17:
This is a good review because it shows the problem with not flying into the port city the day before the cruise leaves. That way, there would have been adequate time for the problems and still have made the cruise.
Close commentsAdd reply

Top of Page | Next Page >