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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

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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.
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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.
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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.
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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

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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.
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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.
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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.
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Fare Jacking
Posted by Trentsherwood on 06/09/2012
BOSTON, MASSACHUSETTS -- I attempted to book a round trip ticket from Boston to Las Vegas. After going through everything through seat selection (and upgrading to "Even More Legroom"), I pressed "Continue" and was bounced from the site. Hit back button and attempted to re-book and fare magically increased on return flight. Called to speak with a supervisor who continuously lied to me (i. e., all JetBlue.com activity is on "my computer", not on JetBlue server; could not adjust fare through direct adjustment or issuance of credit, etc). She would not even give her name. Not the way to run a business - especially one that will be suffering once again as the economic recovery appears short-lived. Customer service should mean something again. One more extremely loyal customer gone.
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Posted by jeffrey on 2012-06-09:
im wondering if someone else was booking seats at the same time you were, and so the price jumped before you were able to purchase them.
Posted by Anonymous on 2012-06-09:
I don't see where the agent lied to you. They cannot see what is happening on your computer. I worked in the internet department for an airline once (not Jet Blue) and we were not able to access your personal server. We also didn't honor online prices over the phones. Sounds like Jet Blue doesn't honor online prices either. The only time I would honor the price was if the site crashed and there wasn't a ticket booked already.
Posted by trmn8r on 2012-06-09:
Airline fares change by the second, based on various factors. My guess is a large one is number of seats remaining. I understand your frustration that an apparent glitch caused you to have to spend more, but I don't know that this is necessarily "fare jacking".
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Not Notified of Flight Change!
Posted by Cerretan on 05/31/2012
ORLANDO, FLORIDA -- I went to fly from Orlando to Washington/Dulles airport today. When I got to the airport and went to check in, I was notified that the flight had been changed, and would be leaving 3 hours later. I was upset, as I could have been in bed for 3 more hours but more importantly, I had people meeting me at my destination - some taking time off from work to do so. So, they were adversely affected as well. I contacted Jetblue (supervisor Connie on 5/31/2012 at 8:15am eastern) to get to the bottom of why I was not notified of the change. Now, stay with me here. I am a TrueBlue member. I booked this flight via my TrueBlue account. I have an email address associated with that account, yet, JetBlue NEVER sent a schedule change to that email account. They don't even dispute that. Their excuse to me for this mishap was that when I booked the flight originally, I had put in an additional email address (my wifes!) who I wanted to make aware of my flight’s, and of any changes if they happen. Well, happen they did, and JetBlue ONLY sent the schedule change email to that address, not mine! When I spoke with Connie, she also stated that they notified me via phone of the flight change in March. That call NEVER occurred. They told me that they actually spoke with a person when they called. That person would have been me, as this is my phone that no-one else answers. Also, they say they keep notes of such calls and outcomes and did not leave a voice mail (that part is true, I never received a voicemail.)
What was amazing to me was that supervisor Connie stated everything worked fine according to their process. So, their change request process will send an email to those you want notified of your travel plans, but not the actual trueblue member traveling and booking the flight!
I asked if they were aware of this anomaly and the fact that this TrueBlue member was never notified and she defended their process.
I did ask if they were going to offer any compensation for this major inconvenience, and the answer was no.
What a shame JetBlue. I've typically had good service and enjoy flying your airline. All it takes is one bad experience like this to change my buying behavior. Shame on you!
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Posted by TLSmith on 2012-05-31:
It seems to me this kind of a minor inconvenience.
Posted by jktshff1 on 2012-05-31:
This is a common occurrence with just about all airlines.
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Bad Customer Service
Posted by Fdevivo48 on 02/16/2012
We arrived at the airport with plenty of time. We entered the TSA security checkpoint with 45 minutes till take off. The line was extremely slow. When we finally arrived at the scanning machines the TSA was allowing vendors to cut in front of my wife and I and when we questioned the TSA agent he jokingly said, "hey we need these our coffee (Starbucks employee and a few other vendors)" and when we added we needed to catch our plane he completely disregarded us. My wife was able to complete the checkpoint before I and she ran to the gate she was told the door was shut to the plane and they were not boarding any other passengers. While my wife was questioning the lady at the gate (Shelley) she heard the walkie talkie from the plane ask is it all right to shut the aircraft door. The lady with the other walkie talkie said yes, WITH US STANDING THERE, and the person on the plane asked if she was sure because there were some seats still empty and the other woman said yes it was clear and she could shut the door. We again questioned Shelley and she was not helpful at all. In fact she walked away from us and gave the terminal to another woman who booked us on a later flight to JFK and charged us an additional $100.00 for the flight. Imagine the gall to charge us an additional $100.00 because the gate personnel closed the door prematurely. There was no empathy at all. We were still 7 minutes early to the gate and they did nothing for us. The plane door was not shut when we got there and they treated us like sheep.

We have traveled quite a bit in the last five years with a host of carriers and this has been by far our worst experience with any airline. This is not going to be the last piece of correspondence.

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Posted by Dukemom on 2012-02-16:
Most flights start boarding 30 minutes before takeoff. You should have already been at the gate with only 45 minutes before departure. You did not allow yourself enough time.
Posted by CowboyFan on 2012-02-16:
The Jet Blue website says: Cut-off Time for Boarding a Domestic Flight
"Each customer must be onboard the aircraft 15 minutes prior to departure.

Any customer not onboard, even if they have checked in and received a boarding pass, may be denied boarding and will not be entitled to denied boarding compensation."

It is unfortunate, but you were late since you have to be "onboard" 15 minutes before flight time.

Posted by Ben There on 2012-02-16:
If the door is ready to be shut that means standbys had been cleared, the passenger manifest has been printed and given to the crew and submitted to the TSA, weights calculated, etc... Adding passengers at that point often means a delay to resubmit all of that information.
Posted by jktshff1 on 2012-02-16:
What airport?
Posted by Terminator's ghost on 2012-02-16:
If arriving 7 minutes "early to the gate" means prior to takeoff, I believe that is actually late. When they are closing the door, they are ready to back away from the gate.
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JetBlue Finds Reasons to Deny You TrueBlue Points
Posted by Cdgoodwin on 02/02/2012
NEW YORK, NEW YORK -- I flew JetBlue to Ft. Myers from Westchester on May 16, 2011 and back on May 19th, 2011. I flew JetBlue again to Tampa on August 22nd, and back on the 23rd, 2011.

I realized just a few days ago that I never received credit for either flight. When I called up JetBlue, they cited their rules that "if it's after 90 days, you don't get credit for the flight."

When I asked them what the purpose of the 90 day rule was, no one would answer me - they just said it's JetBlue policy. I asked for the supervisor, she wouldn't answer it either. She then proceeded to lecture me on how there are rules in life, and I need to know how to follow them.

Bogus. I have flown JetBlue countless times over the years, and this is not the company I once was so fond of. Where is David N.'s leadership when you need it.

Bottom line, if you fly JetBlue - you earned the true blue points. The only purpose of a 90 day cut-off is to deny any busy (business traveling 20+ weeks a year, 2 kids, no spare time to check the website regularly to see if I have credit) consumers credit for their flights.

I will vote with my wallet. After my next flight in March (already booked - unfortunately), I will no longer give my business to JetBlue.

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Posted by Anonymous on 2012-02-02:
Neeleman was unceremoniously shown the door, but if you want to see his leader ship in action ride Azul in Brazil.
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JetBlue InFlight Crew is RUDE!!
Posted by Gelicampbell on 01/16/2012
FLL, FLORIDA -- This past Friday(1/13/2012), I flew with Jetblue on flight 509 from Newark to Ft. Lauderdale. My inflight experience with the flight attendant was horrific. The flight attendant whose name plate read "Jane", was so rude that half-way through the flight, the lady sitting next to me (total stranger) asked me what had I done to the attendant and if I knew her outside of the flight. Jane refused to serve me inflight beverages, a snack or take my trash at the end of the inflight service. My complaint of the sound jack in the armrest not working was met with a curt "and...". The outrageous rudeness of the flight attendant is very uncharacteristic of JetBlue crew members, and is more the behavior that I expect from an American Airlines employee. Never in my life have I had an incident with a member of the inflight crew, nor do I expect to be treated so badly during a flight.
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Posted by *SIGH* on 2012-01-16:
Just curious---what trash did you have if you were refused drinks or snacks??
Posted by DebtorBasher on 2012-01-16:
Sounds like she won't be working with them much longer if this is the way she treats people.
Posted by clutzycook on 2012-01-16:
Yes, I would love to hear the other side of this. As Paul Harvey says, I want to know the rest of the story.
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