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97 Reviews & Complaints

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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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Cancelled Again!
Posted by Soules268 on 09/22/2011
Cancelled our flight in March and in September AGAIN! Constant mechanical issues, no back up plans, no accommodations! Sit on the phone for an hour and they tell me they will credit my JetBlue account! I want my money back! Not a credit so JetBlue keeps my money. Ridiculous!

Their NYC hub is less than an hour away from where we fly. They can't get another plane? Really?

Started out as a good airline. This last year it has surpassed the worse airlines!
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Posted by Anonymous on 2011-09-22:
I would have to agree with you. Something has happened to JetBlue within the last year. They aren't like they used to be and they are getting worse.
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Poor Service for Handicapped
Posted by Bettyj on 09/07/2011
Leaving from Richmond Virginia to Orlando Florida, I had to take my 67 year old husband down the ramp in his wheelchair and load him by myself. No preboarding for handicapped on Tuesday, Sept 6, 2011. No help getting him to his seat and had to go through other passengers who were boarding to get back out to get his belongings off the wheelchair. What happened to "Above All for customer service?
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Posted by BEJ on 2011-09-07:
I have flown JetBlue many times from Long Beach to Chicago. They have always offered pre-boarding that I recall. It sounds like the person forgot. Did ask/notify them that that your husband was handicapped and needed that extra time to board? That would have solved your issues. If you asked and they denied, that would be another story.
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Brand New Suitcase Broken
Posted by Raiderdude on 06/27/2011
NEW YORK, CALIFORNIA -- I had a brand new suitcase, that when I arrived to JFK was not only missing the zipper, but was also missing several teeth to the zipper and three shirts!

Jet Blue's legal mumbo jumbo states they are not responsible.

How is that... they handle the luggage, break it, then lose items... but not responsible??

I wonder how the CEO of Jet Blue would feel if Jet Blue lost his luggage and told him tough luck?

After reading several other complaints about their luggage issues, I would never fly with them again! Buyer beware.
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Posted by trmn8r on 2011-06-27:
My guess, and it is only a guess since you didn't provide all the details, is that broken handles and zippers are not covered.

By extension, I wonder if they are claiming that if something falls out after the closure breaks, that they are not responsible. Tough break.
Posted by Leopard726 on 2011-06-27:
Unfortunately, as is with all airlines, especially the low fare airlines like JetBlue, they do not cover luggage that is checked. This is why I always try to take a carry-on bag, but sometimes it is unavoidable. :(
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Stranded cause their delay sand ground crew don't care
Posted by 2solutionsllc1 on 06/18/2011
Don't fly w/them. They delayed flight. Got no notification. Got to Jfk and had to run and they will not let us on even though airplane hasn't left yet. Stranded all day @ airport. Jet Blue don't care what happens to you. . I ask the ground crew for help and they just pass buck !! I would never fly them again.
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Posted by Ben There on 2011-06-18:
So the flight was delayed, but you missed it anyway?
Posted by trmn8r on 2011-06-18:
If the flight was delayed, and you were not notified, you should have had plenty of time to board.

Posted by meagain on 2011-06-18:
This seems like it's your fault.
Posted by Buddy01 on 2011-06-18:
It sounds like you had a tight connection. Even if the plane is still at the gate, they will not open the door since all paperwork is already done and handed in. The listed time for takeoff does not mean you have until that time to board. I am wondering what the cause was for the delay.
Posted by James_236 on 2011-06-18:
You're not making it clear what happened. Was it a connection where Jetblue was late getting you into JFK and didn't let you on the connecting Jetblue flight? Or were you the one late for your flight and you thought that they should have let you on the flight even though you were late because the aircraft was at the gate?

If it is the former, then Jetblue has to compensate you, but if you were the one late, you can't demand to get on the flight even if it was still at the gate. Even if the doors were not yet closed, if you were late they may have sold your seats to other passengers who were on standby and then once those passengers have boarded there is no way they would let you on even if the aircraft was at the gate.
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No help in rescheduling for a death in the family
Posted by Robinz on 04/24/2011
NYC, NEW YORK -- I needed to reschedule a flight because of an an impending death in the family and Jetblue charged me a $100.00 fee to cancel my flight and after
spending $300.00 on a flight from W. Pam beach to JFK. Gave me a credit of 34.00 and then will charge a big fare once the death happens and I need to reschedule my flight go home. I will not ever use them again.

My question is what airline does do an bereavement airfare? One of the airlines has to have a heart. It is a reschedule for a paid fare?
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Posted by Ben There on 2011-04-24:
I don't know of any airlines that offer special fares for a pending death, just after the death. You should expect to show a death certificate on any airline since they were scammed so many times, so if asking for one makes you uncomfortable then you might want to avoid a bereavement ticket.

That said, if you are looking for flexibility most airlines offer flexible/refundable tickets, but they are often several hundred more than the nonrefundable fares.
Posted by Anonymous on 2011-04-24:
Here is just one example. It is the first airline I checked so I can only imagine there are more.

Posted by trmn8r on 2011-04-25:
I'm sorry about the health situation. You have to consider the fact that nobody has died yet, so you aren't eligible for any bereavement treatment yet. It sounds like they gave you a partial break on the fee to change the first leg of your trip. If the individual passes, then you may be eligible for bereavement consideration.

It isn't clear to me if the person who is ill is located where you were before the journey, or is at the destination you are flying to. This detail may affect your eligibility.

Posted by Anonymous on 2011-04-25:
The link I posted provides for illness fares. And again, that was the first and only airline rules I looked at. That would tell me other airlines provide the same type of fare.
Posted by trmn8r on 2011-04-25:
I assumed those were for purchase in the event of the emergency, Axl2. The OP is changing an existing ticket. Might be different.
Posted by Anonymous on 2011-04-25:
Looks as if you may be right.....rules have changed then since I worked there as it could be applied after a purchase but fees would have been involved to do so. That link doesn't provide an explanation about how to do it that way so it probably can't be done.
Posted by msnanny on 2011-04-25:
You might consider Southwest. They don't have any fee to change your flight but you will be charged for any difference in the fare at the time you reschedule.
Posted by Ben There on 2011-04-25:
Often time bereavement fares are not nearly as cheap as regular nonrefundable tickets, but they come with a lot more flexibility. Its best to check both options.
Posted by madconsumer on 2011-04-25:
this is sad. it would seem jetblue could have made the change without any fees.

bad of jetblue .....
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