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JetBlue, I'm breaking up with you
Posted by on
Wow. I used to love JetBlue. I have recommended it to hundreds of people, since I've been flying JetBlue since 2 weeks after it went into business. But after tonight's two hours on the phone on hold and then finally with a very nice but ineffectual representative, I will be reevaluating my family's travel choices, and closing our JetBlue American Express cards. I will also open a formal complaint with American Express.

I called today (2/5/10) to redeem my remaining Old TrueBlue Award for a date five (5) months from today. I was told that there were no award seats available on the day I required, and that the closest days that had available seats on them were 4 days earlier or 4 days later! This, despite the fact that the vast majority of seats on the flight have not been booked! It is obvious that JetBlue has drastically reduced the amount of seats it makes available for Old Awards, and thus the thousands of dollars I have spent, and that my wife (who has remaining Old Awards and Points) has spent, were spent in vain. The awards we were earning have now become useless. I feel so betrayed by JetBlue, and I am extremely disappointed that this company that I had so much respect for has shown that, despite my loyal and constant patronage for ten years, they have treated me and my family unfairly.

The only thing I could do was to book a return flight using the Old Award, but the issue remains as to how my wife and I will GET to Chicago for the charity fundraiser we are attending (and that we help to organize, recommending to dozens of others which airline to fly to get there -- we will certainly be reevaluating those recommendations). It will be impossible to reach the number of New Points required to earn a reward under the new system -- and it is unreasonable for us to have to, in effect, re-earn the awards that we already earned. It is patently unfair and disingenuous for JetBlue to have changed the number of seats available on each flight so drastically while we still have awards that were earned with the reasonable expectation that if we tried to redeem them (5 months in advance! -- and on a weekday!) there would be award seats available -- especially when the flight is currently mostly empty.

I requested to speak to a supervisor, and I was told that "everyone at this level is a supervisor", and that no one had the power to make award seats available on any flight. Surely this is not the case - the company is making the decision to severely limit award seats, despite the fact that their customers have been operating under the agreement that their loyal patronage and use of the JetBlue American Express card would result in a reasonable expectation of a return on that investment.

I will now advise everyone I know and do business with that something has gone terribly wrong at this company, and it is to be avoided.

     
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Ben There on 2010-02-05:
Jetblue just couldn't profitably continue to give away free seats like they used to. Its one thing for a new airline to have a very liberal frequent flyer program, but the older an airline gets and the more customers they have, the more they have to restrict free seats. Otherwise, entire airplanes could go out with no revenue passengers.

If you really like frequent flyer miles, pick a big airline and alliance like Delta in Skyteam, American in Oneworld, or United, Continental or USAirways in Star. You have lots of chances to gain miles on other airlines, they have elite plans for frequent flyers that include free bag checks and upgrades, and they normally have more flights which lead to more chances for free seats.

That said, even the large airlines have tightened the belt on free seats and upped the amounts needed. None of them offer free seats on any given flight for the basic amounts of miles, and sometimes you can go days or weeks without seeing a free seat on popular routes.
Anonymous on 2010-02-06:
As Ben indicated the legacy airlines belong to huge alliances allowing you to fly throughout the world with hundreds of destinations. Further, loyalty can be rewarded with lounges, first class and little perks that make flying a lot more enjoyable experience.
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Jet Blue True Blue Lack of Service Team!
Posted by on
I have never written a negative review before so here goes! I have never been so disapointed with a company in my life. I fly 8 months out of the year and all over the globe. I participate in numerous rewards programs and have more free flights and hotel stays than I care to think about. I often lose them because they expire before I can use them. This is the case with Jet Blue. I have 4 free flights under their "old" True Blue rewards program. I decided it would be fun to take the family to Florida for a week and so I went online to book my flights. Much to my disapointment I discovered that Jet Blue has transitioned to a new reservations system and that I could no longer book my rewards flights online. I had to call to make the reservation. No problem I thought and so I called. I was told that there was "higher than normal" call volume and that my call would be answered as soon as possible. I waited 45 minutes the first time, 1 hour the second time, 2 hours the third time and I am currently on hold at 3 hours and 20 minutes. I have been disconnected 4 times and possibly hung up on after finally getting through yesterday. I would have given up long ago if the rewards weren't expiring shortly! I decided to email them and this is cut and pasted from their response!
"Thank you for contacting JetBlue Airways regarding your TrueBlue account. JetBlue has just completed transitioning to a new reservation system and as a result, the TrueBlue help desk is currently receiving a high volume of email and can no longer accept them at this time. We apologize for the inconvenience.
Please note: Old TrueBlue points that appear in your online account summary can not be booked through jetblue.com. To book Award travel using these old points, please call us at 1-800-JETBLUE.
We value you as a JetBlue customer and apologize for any inconvenience caused from the temporary limitations we are experiencing." BS!
They aren't even accepting emails at this point! This sounds like a potential class action lawsuit to me! Virgin America here I come!
     
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Customer Service
Posted by on
On Sunday August 16, 2009 my wife and I were scheduled to fly out of Washington Dulles International Airport to attend a Conference in Long Beach leaving at 0740 arriving 0952. We had arrived at the airport and were in line at 0705 after having to wait for a shuttle for a half hour. As my Wife waited in line I waited in another line to get our boarding pass. When I went to print it out I received a message saying “OOPS there is a problem please see a ticket agent” this was now 0710. As we waited to be seen by the ticket agent a Sue G. was walking in and out of the line asking if anyone was going to Orlando or Boston and never mentioning Long Beach. Once we arrived at the counter we were greeted by a Wendy Henderson who immediately had an attitude asking why we did not come to the counter. We explained to her that we were in line at 0705 which she instantly stated that we were not and that she had closed the flight to Long Beach early because she thought everyone was on board. She then asked Sue G if she had been asking if anyone was going to Long Beach which she replied yes. This is an outright lie. As mentioned above she never mentioned Long Beach. Ms. Henderson then stated that we were not going to be able to get on the 0740 flight and that she would put us on standby for the 6:16 P.M. flight. Ms. Henderson further advised that we would have to be at the airport by 2:00 P.M. because it is a busy airport and there will be a lot of international travelers trying to get through security. Throughout our ordeal with Ms Henderson remained rude and demeanor was condescending.
At 1:30 we arrived back at the airport and spoke with a Driss Elbouabidi who advised that Ms. Henderson had never put us in the system. When then asked to speak to the station manager. Mr. Elbouabidi advised that the manager does not work on weekends. After explaining the circumstances Mr. Elbouabidi was able to put us on the standby list as passengers 1 and 2. Mr. Elbouabidi further advised that there was no need for us to show up 4 hours ahead of time and that the lines are not bad on Sunday. He further explained that Ms Henderson usually has an attitude with customers along with Sue G. After receiving our standby passes we were able to go right through security within a matter of minutes. After waiting around the airport for 4 ½ hours Aisha began calling the standby list by pasting my wife and mine names. When questioned about she had an attitude and told us to wait at which time we pointed at the screen documenting that we were in the system as passengers 1 and 2 she subsequently let us board.
This was our first encounter ever flying JetBlue and going out of Dulles. The airline had been recommended for the confernece as the preferred carrier. With the incompetence of Ms. Henderson and Sue G we ended up missing our flight as well as missed some prepaid events. On Monday August 16, 2009 I complete an on–line complainant form and as of today’s date August 24, 2009 I have not been contacted. When I contacted JetBlue via phone I was advised that they could not take a complaint over the phone and that I would have to fill out a form online.
Dealing with an airline this is the worst encounter I have ever received.
I have written two letters one that was certified. To date Jet Blue fails to respond to any correspondence. Jet Blue has the worst customer service around.
     
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Ben There on 2009-10-23:
It sure sounds like they were rude, but arriving at any large airport 35 minutes before departure is a mistake and that is the reason you missed your pre-paid events. Most flights at most airlines are closed 45 minutes before departure to allow time for checked luggage to cleared by the TSA.
Anonymous on 2009-10-23:
Those airline employees always sound rude when you are late and miss your flight. The reason they didn't call for any Long Beach passengers was because the flight was already locked out. By the way, even if you complain an airline employee can lose their job by putting you at the top of the standby list in front of others. They probably told you that you were number 1 and 2 because you were being obnoxious. Waiting for a shuttle for 30 minutes is not the airlines' fault. You were late! Get there earlier next time.
Ben There on 2009-10-23:
Good point justthefaxx - they probably called for Long Beach passengers before they OP ever got in line. If the flight was closed on time then he never had a chance. Being number 1 and 2 on standby does not mean you will stay number 1. Frequent flyer status greatly changes the list. Also, people who missed flights because of Jetblues fault (like a mechanical) will get on before people who were late.
Anonymous on 2009-10-24:
We have ALWAYS been advised to be at the airport 2 full hours BEFORE our flight to avoid these problems. WHY do people wait and then complain?
Anonymous on 2009-10-24:
Transcontinental flights are somewhat limited in frequency, therefore if you must attend anything critical always fly a legacy carrier. Flying out of Dulles the logical choice would be United. More transcon options, Star Alliance miles, first class, E plus if you are on a budget, reciprocal agreements with other legacies should something go wrong.
redmx3racer on 2009-10-24:
When flying you are advised to arrive AT THE TERMINAL 2 hours prior to departure. I fly frequently for work. Sure, sometimes I clear screening and sit at the airport for an hour and a half thinking getting there 2 hours early was ridiculous. But then again,-I have never missed a flight when showing up as advised.
Anonymous on 2009-10-24:
I also think the attendant answered truthfully when asked if she called for LB passengers. The OP missed the call because they were late and she had ALREADY called and the flight was then closed.
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Lose your bags AND treat you like a criminal
Posted by on
I will be brief. My trip to NY on JetBlue took a turn for the worse when JetBlue lost the luggage that had my families wedding clothes. As you could imagine this was frustrating and inconvenient. However most upsetting was their response, which was to immediately act as if either a) the bag would show up soon so there was nothing they could do or b)we had stolen the bag and were trying to scam them.

Over time, it became clear the bag wasn't showing up. They shifted almost entirely to option B, acting as if we were running a scam. As they told me many times, they have to protect their bottom line, and even though they "misplaced our bag" (going on 2 months) how do they know I (the person whose luggage was lost) is not doing this as some sort of diabolical racket.

After requiring an itemized list of goods in the bag they said they would take 45 days to respond with their decision about what to do. When that response finally came their offer was to refund approximately 35% of the value of the goods that were in the luggage. Their rational was 10% depreciation per year for every item I could find a receipt for, plus 20% off the top for any item I could not find a receipt for. In addition, any item that was priced over $100 for which I could not provide a receipt they would "depreciate" 100%! I asked, "is that a fancy way of saying you refuse to refund for such items."

Apparently it was. Although they lost my luggage while I was using their service, since I didn't save my receipt from 2004 for an item their policy is to reject reimbursement. Does anybody save receipts for that long?

You can just see the number crunchers figuring out how much money they can save by denying reimbursement for such items and then making a policy to rationalize it. And from what I have seen in reviews of JetBlue, it is probably a lot of money they are saving as it sure seems like they frequently lose bags.

This has been a frustrating and insulting experience, a far cry from the customer friendly image JetBlue attempts to portray. I would suggest caution when having anything to do with them. Like many HMOs they are clearly interested in devising policies that protect their bottom line, even when they screw-up, with little concern for the well being (or continued patronage) of their customers. That is a concerning trait for an airline to exhibit.

Good luck in any future contact you may have with them, I hope it is better than my experience.
     
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Soaring Consumer on 2009-07-23:
What happened to you was utterly ridiculous and that is definitely not the JetBlue I know. I recommend that you contact the higher ups, here is info how to do that:
http://www.elliott.org/help/jetblue-airways/
Ben There on 2009-07-23:
This sounds like what most airlines do. Without all the paperwork they would be scammed all the time. I am not saying its great customer service, but until people stop stealing things or filing fraudulent claims for stuff I doubt it will go away. Nothing good ever comes from a lost bag for either the airline or the customer... Just the people that successfully pull off a scam.
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Very Poor Customer Service
Posted by on
ORLANDO, FLORIDA -- I was scheduled to depart Orlando, FL for Columbia, Colombia at 5 pm on May 6, 2009. The car I was traveling to the airport in was involved in an accident which caused me to get to the check in counter 30 minutes before The plane was supposed to depart. At the time I got in line there were 3 other passenger in the International Flights line also traveling to Columbia. When I got in line a lady (a supervisor) said that the man in front of me was to be the last passenger to be checked in to the flight and that the flight was closed. I tried to explain the reason for my tardiness but she just said "Sorry!" I stayed in line and when the man in front of me was called in to the counter to be checked in, another customer service representative also called me to check me in. When the "supervisor" saw this she told the agent to not take me because the other person ahead of me was to be the last one (we were the last 2 passenger in line).

The agent that called me basically told her that I still could make my flight along with the other gentleman but she flat out said no and told him to put me on stand by for the next day's flight (there is only one flight a day from Orlando to Columbia). I told her that I would have to spend the next 24 hours in the airport if she did not allow me to board my flight as I had no place to stay in Orlando. And if I could not get on the next day's flight, that meant another 24 hours in the airport and who knew how many days I could spend trying to get on a stand by flight. She couldn't care less; it was not her problem. The agent that was going to check me in apologized and felt terrible as he knew that I could have made my flight if the supervisor had not stopped him from checking me in. But it does not end here!

I then asked the supervisor for her name so I could log a complaint and she just gave me her first name: Rita. I asked for her last name but she refused to give it to me and said she was the only Rita in the Orlando operation. I then asked another customer service representative for the name of the head honcho in the Orlando airport as I wanted to complain to him or her about being left stranded at the airport by Rita's arbitrary decision. She said she could not help me and it was obvious to me that the customer service reps here in Orlando cover each other's behinds instead of doing is right by the paying customers.

Needless to say, this is my last flight on Jet Blue. And I don't think I will be singing the praises of this airline any time soon!
     
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rudybjr on 2009-05-20:
Basically what this is stating is that you will never fly Jetblue again because you were late.
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Why Bags Are Missing
Posted by on
NYC, NEW YORK -- I worked at jet blue JFK for two years and I can tell you that I won't even travel on the airline myself unless I can carry on my bags. The public view of the company doesn't not reflect the reality

The Pilots are highly professional and the mechanics sure know what the heck they are doing. But as far as baggage and customer service is concerned, there is much to be desired.

Bags get lost on connecting flights for several reasons and I will list them here for you

On connecting flights The bags are removed from the aircraft. In theory transfer bags should be loaded separately from destination(JFK) bags, but that isn't the case about 20% of the time.

So what what happens, the bags are loaded with JFK bags and next thing you know they're on the carousel for JFK instead of being staged for the connecting flight.

If the plane is running late you can pretty much kiss your bag goodbye. It will be left at the ramp in which the plane arrived until a supervisor or someone who gives a hoot observes the bags out of place and notifies a manager.

Another thing that is important to note, a lot of the employees don't really care about your bags (not all I have observed many highly professional baggage handlers who are keen on making sure bags are not left on the ground).

If the bag is properly handled, then it it sent to a staging area where transfer bags are supposed to be picked up for the flight, but again the concept is great on paper but you got to have people who care about their job.

So what happens here, about 30 minutes before a flight is to leave someone has to come over and ask for bags for their flight. If they don't the transfer agent has to contact the lead for the flight to pick up the bags. If communication breaks down the guess what the bags are still on the ground about 2 minutes before the flight leaves then what happens. The manager states to get the flight out without the transfer bags. And badabing the bags don't make the flight

What you do have is a don't care attitude among the employees because they know their supervisors never have their back in any matter.

I worked the transfer area and when I was there we had improved the departments performance over 95% (mind you rain, snow sleet did not matter this was a 100% outdoor operation) however because Jet Blue is known for not taking care of the ramp staff (a bit racists maybe). A lot of staff just don't care about your bags period.

I can only talk about my shift which was PM and nights, I can't say much about day shift but o those days that I did work on day shift, I have observed guys sleeping in the baggage cart on top of the bags that had to make a flight. I have seen bags that were on a belt loader that needed to go to another gate.
But when a person tries to do the right thing he/she gets shot down.

Now they have a new terminal and hopefully things are better but we will see with time.

Oh well happy jetting.

     
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BokiBean on 2009-03-01:
Nice review! VH
MRM on 2009-03-01:
Thanks for enlightening your readers of your insight!
Anonymous on 2009-03-01:
Good post. Should apply to all airlines. I tried to find a chart that would show the percentage of lost luggage by airline. Couldn't find anything after 2007. It seems the average of lost or misdirected luggage is 6 per 1000.
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JetBlue Refunded Only When Contacted by Attorney/Small Claims
Posted by on
BURBANK, CALIFORNIA -- Jetblue refunded ONLY AFTER served with court papers.

On July 2008, I bought a JetBlue Airways package for two costing $610.00 online. The package included flight + hotel for 4 days and 3 nights from Burbank Airport to Las Vegas. We arrived 1 hour early and were told that the flight was cancelled due to bad weather at JFK. The flight was cancelled even though there were four JetBlue plans on the Burbank tarmac because they were using the plane from JFK to Burbank to continue onto Las Vegas. They could not accommodate us with another flight and we opted to have all monies returned to my credit card. The receptionist only returned the flight portion and told me to call JetBlue Airways at 1-800-538-2583 for the hotel portion. Since we did not arrange for transportation home, we had to take two buses and walked home the rest of the way which took us three hours.

The JetBlue representatives at the 1-800-538-2583 were rude and robotic. There are reasons why women are put to handle customers’ complaints because they are supposed to act mindless. I spoke to three different women and they all said the hotel portion was forfeited and we should be grateful that JetBlue even refunded our flight portion. I was livid that JetBlue was keeping my money when I did not even get to stay at the hotel. I wrote to Mr. Barger, CEO, at the corporate office in New York. I did not get a response but a hotel refund for only one night was credited to me. My question is if they could refund one night, then why didn’t they refund the full hotel portion. It took them four months to give me a full refund and only when I consulted an attorney and filed a small claims against them in November. The attorney contacted JetBlue with a written letter to pay the balance owed to me in 14 days. For a big corporation like JetBlue, they try to rip customers off. Since I did not hear from them, I filed small claims in December. For those of you who don’t know how to serve Corporations such as JetBlue, go to http://www.sos.ca.gov/business then click California Business Search on the left hand corner----then next to Corporation type JetBlue Airways---- then click on JetBlue Airways(in blue) and you will see this

JETBLUE AIRWAYS CORPORATION
Number: C2253372 Date Filed: 7/17/2000 Status: active
Jurisdiction: DELAWARE
Address
19 OLD KINGS HWY SOUTH
DARIEN, CT 06820
Agent for Service of Process
NATIONAL REGISTERED AGENTS, INC.
2875 MICHELLE DR STE 100
IRVINE, CA 92606

This is how you serve them with court papers. When they got served, they contacted my attorney to say that they credited all the monies back to my credit card. Since they did not make payments within the 14 days time frame, I took action to sue. JetBlue had four months to do the right thing but chose to ignore people like us. Since I had already filed the court papers, I told my attorney to let JetBlue know that I would still go to court to have my case heard. However, JetBlue didn’t want a judgment against them so they agreed to refund my court fees because it would cost them more to send their representative to court. In the end, I did not sue them for any compensation, only for money I spent and rightfully deserved!! If I can get my money back, you can too.
     
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Ben There on 2009-02-09:
Consider yourself lucky... If you had booked the hotel and air separately you probably would not have gotten any of the hotel funds back if you had booked a nonrefundable rate, and would have lost at least one night if it was refundable. Jetblue Vacations probably paid the hotel bill and also paid you just to get you to go away.
BokiBean on 2009-02-09:
I'm glad you got your money back, but that crack about women as mindless CSRs was uncalled for.
MrBeanRocks25 on 2009-02-10:
You lost me when you said women are mindless. That was highly inappropriate. You have no sympathy from me.
Anonymous on 2009-02-10:
Are you kidding? If that remark reflects your general demeanor, I can see why they didn't want to deal with you. Your only mistake was that with your attitude, they'd probably have paid triple to get rid of your business.
wgaguy1984 on 2009-02-12:
The problem may also be that the hotel was booked through some sort of partership they have with a TA, like Expedia or Travelocity. Most airlines "vacation departments" aren't in house but a marketing alliance.
AutomaticBlueWater on 2009-04-04:
You got your money back and you are still complaining? You should consider yourself lucky for getting your money back on a non refundable package.
jerseygurl on 2010-10-18:
how much did you have to pay the lawyer who helped you get the refund? was it worh it? I hope so!
Anonymous on 2010-10-18:
OP - I booked something similar in February (not through Jet Blue) and I had to cancel as well. I got no refund on the flight (only a credit for future flights) but I contacted the hotel directly and had no trouble with that. I am sorry you had to go through so much trauma to accomplish that but glad it all worked out for you in the end.
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No Refund For Cancellation
Posted by on
LONG BEACH, CALIFORNIA -- On 17 December, 2008 our party of six Australians (3 couples) were traveling with Luxe Coach Lines Los Angeles to Las Vegas. It had to turn back because highway blocked by snow.

After advises from your company we could be accommodated on your Flight 282, Dept. time 13.21 if we arrived in time or on Flight 286 Dept. time 15.50. Luxe delivered us to Longbeach Airport at 11.30. AM & for $507 cash I purchased six tickets for Flight 282. This flight was cancelled, no reason given but no plane sighted & we were given tickets for Flight 286 same loading area. We were advised Flight cancelled due to snow at Las Vegas Airport, but later Flight could still go but had to move to another loading area. As we lined up to go though security again we were advised flight also cancelled.

We then returned to your Airport desk to change tickets for December 18th 2008. We were advised we were on Flight 286 & told if we came before 11.00 A.M. we could be on Standby/Wait Listed for earlier Flight 282.

On 18th December 2008 we were at Airport 10,30 A.M. & after luggage checked in we were advised we were on Standby/ Wait Listed for both Flights 282 & 286 & told advises we received the previous day were incorrect as both Flights were sold out & other passengers from 17th December were also on Standby/ Wait Listed & we could not be guaranteed on getting on either Flight.

Offer of JETBLUE credit was declined as no used to us. We were then advised cancellation fees would apply ( it was JETBLUE that cancelled Flight 282 Dec. 17th) & were offered $417 for our of $507 & being stuffed around over two days. I accepted the offer so we could get on with our trip but then advised we could not receive cash even though I paid cash & cash was available, it could not be credited to my Visa Credit Card but I would have to wait 6 to 8 weeks for a cheque to be sent to Australia. This will cost me $35 in Bank fees to negotiate if & when received & I will not have use of funds until cheque is cleared if your Company is still operating.

The only positive to come out of contact with your Company is the effort your employee Rachel made to resolve the situation on 18\th Dec. & retrieved our luggage. She was understanding & patient.

COMPARE JetBlue TO LUXE COACH LINE SERVICE

LUXE feeder vehicle picked us up at 6.45 A.M. & delivered us to Anehian Depot at 8.30 A.M. At 9 A.M. we left for Las Vegas & were turned back at 10. A.M. They provided us with alternatives which included offer from your Company. They provided these option.

1. Travel with Luxe the next day.
2.Would drive us to Longbeach Airport, we could take up your offer which they did at 11.30
a. m..
3. They provided full refund for fares paid.
4. They provided drinks & snacks for passengers

It may have been unprofitable for them but I am sure they will receive benefits in due course for the manner in which they dealt with situation promptly & decisively.

* JETBLUE cancelled Flight 282 on 17th Dec (no reason given) took us nowhere, gave us nothing, stuffed us around over 2 days & charged us for this privilege (Cancellation Fee)

Refused to refund our money but did give a promise to send us a cheque in 6-8 weeks
     
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Anonymous on 2009-01-11:
Airlines have no obligation to provide compensation due to weather. Be thankful you are getting a refund.
Ben There on 2009-01-11:
According to JetBlue's famous Customer Bill of Rights that they created after a few customer service disasters - http://www.jetblue.com/about/ourcompany/promise/index.html#cancellations - they should have given you a full refund.

I have never had a problem getting money back due to a cancelled fligth, but I tend to stick with the major carriers.

The cash/check part I get - you can't credit/refund a credit card that was not used for an initial transaction.
Anonymous on 2009-01-11:
Their Bill of Rights also refers to their Contract of Carriage. That states they will issue a refund only if a Force Majeure Event was not the cause of the cancellation. A Force Majeure Event means something not in their control such as the weather.
Ben There on 2009-01-11:
Sneaky, considering the whole Bill of Rights was created after they got a whole lot of bad press after several snow storms. It was a way to make the press think they were doing something special without really having to do much... It is all about the PR I guess.
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JetBlue - Luggage NIGHTMARE!
Posted by on
LONG BEACH, CALIFORNIA -- I have always been a big fan of Jet Blue. When traveling for my company it's well known that my first choice is always Jet Blue. That all changed last Sunday when I actually had a crisis occur, one other than a change of seats or change in reservation. One that actually required you to back up your claim of superb customer service. My luggage was lost. Not one piece but two. This is where the nightmare began.

I was returning from Boston where I had been for nearly a month. I went to my home office and stayed on for the holidays. I was traveling with a month's worth of clothes, coats, jackets, watches, pants, gifts, family photo's etc. I flew out of Boston on flight number 1007 Boston to JFK 10:40-11:49, after a four hour lay over I connected with flight 215 JFK to Long Beach 3:59-7:32. When I landed my luggage was missing. I was given a number to call at Long Beach to check on the status that no one ever answered. I then spoke with Jet Blue at close to midnight and was told that MY LUGGAGE HAD BEEN FOUND. I was told that the courier would deliver it within 5-6 hours. I mentioned that I had been traveling all day and that I was exhausted. I was afraid that perhaps I might fall off to sleep and miss them completely. I was informed that if I did so I would be responsible for my luggage. With no choice, I lay on my couch in a daze waiting for the courier that never came. I called Jet Blue in the early morning and was told that they'd made a mistake and my luggage was never found. WHAT????? What could that be all about? We have your luggage and now we don't. Not only did they lose my luggage but BOTH pieces. My garment bag had a grey tag attached with my business card inside. You still have no idea where my luggage is located. What are the tags for that you attach when a customer checks in? They have bar codes...for what purpose if you cannot track baggage? Are they just for show?

Jet Blue has no excuse for losing luggage, especially two pieces. One had my business card attached. In comparison to airlines like Delta, American, and US Air, Jet Blue covers a fraction of their territory. Most of your destinations are in the US with a major hub-JFK. It's a new experiment and it's NOT working.

I was a loyal Jet Blue customer but feel that the courtesy was not returned. For all the PR you do regarding customer service and the TruBlue experience you fail miserably when called upon to actually handle a problem. A few questions still remain-Why was I told my luggage was found? Who was it that told me such and WHY? Where is my luggage?

Any help would be appreciated.



     
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krob on 2009-01-09:
It has been 9 days since Jet Blue lost my luggage and it has resulted in me navigating through the web to learn that it a common occurrence for them to lose baggage. I flew direct from Boston to Tampa. I checked the bag in at the counter and watched the guy tag it after he gave me my boarding pass. It doesn't make sense.How does the bag just disappear after that? I'm now in this second phase dealing with a baggage claim "specialist" in Salt Lake City. She e-mailed me the property loss claim form on Sunday and told me on average it takes 45 days to reach a settlement. She told me to find all of the original receipts and bank or credit card statements of items I bought that were in the suitcase. That is ridiculous because I am not going to have any...SO today 5 days after hearing from this specialist that 1 time and not once since, I called her up. She said they have not found it but I will be the first person to know. The problem I am having right now is that I can tell that she couldn't care less if they find my bag or not. I told her how I felt and she told me that's the best she could do.SO I called back Jet Blue and got customer service who tried to transfer me to the specialist but I cut her off and told her I wanted to speak to a supervisor. I was connected to a supervisor in customer service and when I asked why I wasn't talking to the specialist's supervisor in the baggage claim department I was told I was not allowed to. Overall I know I am rambling and it actually feels good. I don't even know if someone will read this or not. I am utterly disappointed and still shocked at the whole situation and the way it is being handled. My suitcase was overpacked with my clothes which I regularly wear and my favorite ones and small Christmas gifts. It's a situation I thought would never happen to anyone. I've heard of peoples luggage get lost and dropped off the next day but never completely lost. I don't know what to think anymore. I read one thread where some guy actually got his luggage back 5 weeks later. So maybe there is light at the end of the tunnel. Who knows...
Ricardo losada on 2014-01-10:
To me it is similar very very bad service
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Jet Blue Blew It
Posted by on
NYC (JFK), NEW YORK -- I can't imagine what happened on 08-08-08 for Jet Blue airline.

I was flying home from JFK - New York City to Pittsburgh on the above date.
Got to the airport only to find my flight was going to be delayed by 3 hours. As I looked around the Jet Blue Terminal and started to have conversations with other passengers I realized the whole system was out of sorts. People where laying on the floor, curled up on chairs trying to sleep etc.(being stranded for up to 9-10 hours already) and why I found out, was a delay in the whole system. Planes were ready to go but had no crew. Crews were ready to go but had no planes.

Scheduled flights were canceled to various parts of the country, leaving many passengers stranded, looking for alternative planes with added costs for moving. People with babies and children. Announcements were few and far between. I was routed from Gate 6 at 11:45 pm to Gate 15 at 10:35 pm to Gate 18 by way of shuttle bus for 11:15pm. People passing by in the shuttle bus line were hysterical at the inept service. Many people had been shuttled back and forth between gates several times as their gates were changed.

Whew, what a seriously defective way to handle a misstep on the airlines part.
Some people said it was weather related, but as we searched our laptops and called homes we couldn't find a single incident of really bad weather anywhere.
Over the years I've been in planes that have taken off in storms, winter ice (with planes de-icing more than once) fog, turbulence, So if there was a weather related delay on 08-08-08 no one could find it.

I would think it was a total domino factor. One delay by a late crew or a faulty plane would set the tone for the complete ruination of a travel day.
My biggest complaint is the lack of communication on the part of Jet Blue staff. The way we found out our flight was leaving earlier than the info. board said was by one of our group checking online through her phone.
There happens to be a customers Bill of Rights by Jet Blue that says the following:

Customers whose flight is delayed for 1-1:59 hours after scheduled departure time due to a Controllable Irregularity are entitled to a $25 Voucher good for future travel on JetBlue.

Not one of us was offered this compensation. Our flight was scheduled to leave at 8:35 pm and didn't board until after 11:00 pm and wasn't able to take off until after midnight.

We were truly treated BEST by the man guiding us to the shuttle bus and by the bus driver.

When I flew to NYC on Jet Blue I was totally surprised and delighted, but it doesn't pay to be too optimistic about airline travel. It is at best a precarious, fine line between good and awful.

Thank you for taking my Review.
     
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Anonymous on 2008-08-10:
You said it yourself don't be too optimistic when traveling by air. Airlines are a very complex business model, fact is you got home - not as scheduled but you got home. Weather incidents can and do effect aircraft across the country - sunny and clear between your city pairs means nothing.
On a side note...sad to see how PIT didn't support a legacy with the loss of PIT as a USAirways base
Ben There on 2008-08-10:
Also remember that bad weather early on in the day at an airlines hub will cause delays all day long. Even though there is nothing going on at 10pm does not mean that all the planes were stuck on the ground for 3 hours at 10am.
Ponie on 2008-08-10:
Don't know if this would have had any effect on your flight, but in our area on Friday (Detroit metro) we had hail/thunderstorms ripping through here that dropped the temperature 18 degrees in 15 minutes. Trees uprooted, homes damaged, power interrupted and thousands haven't had power restored as of this moment. Weather is still unseasonaly cool. It's about 1:15pm, and the outside temp is 63. If there's a silver lining to no power, guess it's best to get it during weather like this than when it's 95 out there.
annee35 on 2008-08-12:
I too was victim to this "weather" story, Friday night , fling JFK to Rochester, when I arrived at the airport the plane was 20 or so min late, then within 1/2 hour went from a 5:20 departure to an 8:50 departure. weather was given as the reason, which did not make any sense b/c flights were being cancelled all over the country.
then again on Sunday , my flight was cancelled and they did not call me, (actually to be fair they called my NY home phone, even though my cell phone is reported to be the one they were supposed to call, according to customer service)
I was able to get on to a 3:30 PM flight on Monday (AUG 11)
Then, just for fun I checked on the flight, and lo and behold, on Monday the 11th I was told that my flight was cancelled, again because of "weather". They could not get me on a flight until Tuesday at 11:30 am.
Fearing more random "weather" cancellations, we drove to Manhattan yesterday, so I can actually go to work today.
Needless to say I cancelled my flight today.
I am very sour about my experience with JetBlu. They were clearly having an organizational problem, and blamed the weather. Not a good thing.
Bruce Le on 2008-08-13:
The cancelled flight 121 from JFK to MCO scheduled for departure at 07:00AM on Monday, 08/11/2008, was nothing short of a horrific experience. It appears that the cancellation was due to a “weather story”. The night before my departure I attempted to get 3 boarding passes online but the program refused to provide me with the boarding passes. Likewise, the program NEVER notified me that the flight was indeed cancelled until I arrived at the JFK airport at 5:30AM, 1.5 hours ahead of the scheduled flight.
Jet Blue’s customer service personnel stated that they could not do anything for me except reschedule my flight for WEDNESDAY, 08/13/2008. I asked the customer service personnel if they could locate a flight into Tampa as opposed to Orlando but they could only offer us 2 seats. I immediately phoned Jet Blue’s customer service and they located 3 seats to Tampa with a 10:45AM departure time ON MONDAY, 08/11/08. Due to inclement weather at JFK, the plane SAT ON THE TAXIWAY FOR 2 HOURS. Finally, the flight arrived in Tampa at 3:45PM.
My experience involved the following: lack of pertinent information and lack of personnel (even supervisory level!) etiquette, that when combined, left me very dissatisfied with the way this Airline handled my situation. It was stressful and disrespectful.

wgaguy1984 on 2008-08-14:
These last two posters need to realize that airlines don't control weather. Annee, it makes perfect sense that your flight could be further delayed by weather, especially if other flights are being cancelled, which, to my mind, makes your delay make more, not less, sense. And yes, there was bad weather two days in a row, any airline operating out of EWR LGA or JFK had flights cancelled.
TOK on 2008-08-20:
WOW. Now I am really annoyed after reading these postings. I too suffered the same problems on 08-08-08. I was supposed to leave SFO to Ft Lauderdale with a connection in JFK on 8-8 at 8am. I received a vm on 8-7 at about 4pm saying this flight was cancelled due to "air traffic control." When I called, they told me they weren't sure what the problem was. But they put me on the next available flight, which would have been 10:25PM, basically losing an entire day!!! I took that flight thinking there were no alternatives. I received a vm again on 8-7 at 730pm saying this flight was cancelled!! When I called, the lady said there were issues with the plane coming into SFO. She never mentioned anything about weather in JFK. If I had known, I would have tried to find a different connecting city. To make matters worse, I could no longer cancel my hotel stay of Friday since it past the cutoff. In addition, I was needed to drive from FLL to Miami on Saturday for a cruise. The lady told me she could get me on a flight Saturday morning that would get me to FLL by 2:30pm. Well, too late as the cruise ship would have already left by then. I finally got her to look into Oakland Intl and we flew a red eye and got to FLL by 11am and made it to Miami and my cruise with 3 hrs to spare. I was about to write a letter to JETBLUE asking for compensation for my lost hotel but it sounds like we are all SOL based on your postings. Never been more stressed for a vacation.
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