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Flight 591 January 27, 2008
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NEW YORK -- On January 27,2008 flight 591 left white plains,ny at 7:55 am. We taxied for take off and we were told we needed to return to the terminal due to a ventilation problem. We were told the problem was fixed and finally departed at 10:00 am.

We began to take off and we were in the air but not at the correct altitude.The pilot came on and said we needed to be diverted to JFK because we were still having a problem. We waited on the plane for a mechanic and we were told that the problem had been solved that the mechanic at white plains had shut off a valve that was supposed to be open for the cabin pressure which is why we could not reach altitude for flighting. This was a commercial mechanic which was clearly stated by the pilot. We started to taxi after 2 hrs waiting and now due to weather there was a 30 plane wait and the airport was considered close due to weather. We were given warm water to drink and the usual snacks. After waiting another 2 hrs the pilot decided to return to the JFK terminal and decide what to do with the flight. A rep from Jetblue cams to the plane and said that the plane needed to be refueled and have lab checks done before the flight could leave,we must stay on the plane.This is at 2:30. We have been on this plane sine 7:30am, people with children and older people and angry people. We were then told we could leave the airplane but stay close by. We were told that a rep would come by and issue food coupons but we needed to leave the terminal to get the food,many people opted to stay where we were in case they decided to get the flight underway.

We were misinformed by many reps during this time regarding rescheduling and transportation back to White Plains, NY where the flight originated. We were told the flight was cancelled then we were told the flight was not and Jetblue was trying to get another plane for us because our problem was mechanical not due to weather. At 5:00 they cancelled the flight and we waited for transportation back to white plains. We were all advised to call the 800 number to reschedule our flights however because there were many "weather related" cancellations, we were either on hold or disconnected. Eventually we arrived back at white plains where we were able to get a bit more assistance then at JFK's Jetblue associates.

All the passengers seemed to feel that we were being shoved around and that no one really cared if we were satisfied or not. Up till now we were satisfied with Jetblue,but this last experience was very discouraging to think that the consumer is treated so unfairly when without the consumer many of the airlines would not exist. I am following this up with Jetblue and the Better Business Bureau in our area.

Thank you
     
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Anonymous on 2008-07-28:
Paragraphs are your friend.
Anonymous on 2008-07-28:
The original problem was mechanical. Weather just added to the situation and made things worse.
Ryan84 on 2008-08-02:
What doesn't make sense to me is that when you said the plane was diverted to JFK, you didn't mention anything about the plane needing to fly around for a couple hours to burn enough fuel to land. Then you mention, only after the plane landed at JFK, then taxied, then once again returned to the gate, that they needed to refuel. Any pilot would have refueled the first time as they burned too much fuel during the diversion! Another thing is, where was this plane headed to? I find it hard to believe that JetBlue had to return you to White Plains to rescheduale. JFK is their hub and they fly to every destination from JFK as they do from White Plains.
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Luggage Problem
Posted by on
Rating: 5/51
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!
     
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Flight Delays
Posted by on
Rating: 1/51
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.
     
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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.
Weedwhacked on 2013-08-29:
You might want to stop flying altogether since delays happen with all airlines.
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Damaged luggage
Posted by on
Rating: 1/51
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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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).
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
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Rating: 1/51
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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jktshff1 on 2012-07-21:
This is a public site, I would suggest you remove All of your personal information.
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 its time for him to head to the gate.
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.
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.
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.
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.
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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Fare Jacking
Posted by on
Rating: 1/51
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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jeffrey on 2012-06-09:
I'm 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.
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.
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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JetBlue Finds Reasons to Deny You TrueBlue Points
Posted by on
Rating: 1/51
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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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!!
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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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*SIGH* on 2012-01-16:
Just curious---what trash did you have if you were refused drinks or snacks??
DebtorBasher on 2012-01-16:
Sounds like she won't be working with them much longer if this is the way she treats people.
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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Hijacked by JetBlue
Posted by on
I purchased tickets on JetBlue for my family based on the published flight schedule. I received an email about a month before my flight saying the flight times had changed. With these new times I would miss my connection to the Long Island Railroad and in turn miss an important event I had on my return leg. I called customer service to change my flight to an earlier one since the new times were not good. They had the nerve to charge me a change fee for each ticket and pay the current difference in airfare even though the new flight cost less than the original flight. The entire change transaction would have cost more than what I had paid for the tickets. I asked to speak to a supervisor and she actually accused me of trying to take advantage of JetBlue! The reason they gave for not allowing me to change is that the change needed to be at least a few hours before they would waive the fees. Really....a few hours? Basically they scheduled a change and are now trying to profit from this action. My family will now be hostage to their poor customer service.
     
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Anonymous on 2011-02-07:
I was with you until you compared the flight change to being held hostage. They are not forcing you to take this flight. They explained their policy and you can change the flight if you pay their fees. Is it right? No, but are you being held 'hostage?' No not so much
Blackfang321 on 2011-02-07:
I can understand how the OP would feel held hostage. What I don't understand is the OP saying the "change needed to be at least a few hours". As in you called right before boarding the flight and they charged fees? Because you said you got the email a month before the flight. Or do you mean you had to wait a few hours after getting the email? Because that should have been easy. Or were there no flights avaibale "in a few hours" time of yours and hence nothing worked? I'm just confused!

Still though...sounds crummy.
yoke on 2011-02-07:
Since the new flights were not good for the OP Jetblue should have worked with them and not charge to change the flights. They bought the tickets in good faith that they would be on the flight they wanted and for reason. JetBlue now needs to make them whole or give them a complete refund.
What was the reason Jetblue gave for the changes they made?
Ben There on 2011-02-07:
So by how minutes did your flight change?
FlShopper on 2011-02-07:
JetBlue shouldn't have charged a change fee if they were the ones who imposed a change. When my son was returning to school in ATL in early January, we got an email (as well as a phone call!) from Delta the day before his flight to let us know his flight had been cancelled; he was allowed to change it to any other flight that day free of charge.
Easy peasy.
Ben There on 2011-02-07:
FIshopper - there is a difference between a last minute cancellation and a schedule change for a flight that is not departing for another month.

Most airlines do allow for refunds or changes in the event of a schedule change, but there are some limitations... If the new time is within say 30 minutes of the original time they don't budge. This time varies by airline.
Unhappy JetBlue Guest on 2011-06-23:
So my return flight from Orlando to Buffalo was changed and interfered with plans that I had for that night in Orlando with a friend. But because the change is not 4 hours or greater nothing will be done. I was told that I can accept the change or be charged an addition $100.00 per person to change. Two problems occur with that first is I am not looking to have to pay more money second the time I am looking for is no longer available because that flight was just cancelled the new flight I have been put on is the latest outbound available. So in talking to the agent my only choice is to take the $200.00 cancellation fee and get the balance of my tickets applied as a credit to another flight with JetBlue then pay the difference for a new flight or accept the new itinerary. So I accepted the new itinerary. I also asked for some kind of credit or any kind of customer service we are sorry type of thing but nothing is given. I must say I have never had this issue flying with other airlines. At least you get an “I am very sorry unfortunately that’s all we can do at this time if something comes up we can try and reschedule” But no I was told “that’s all they have at this time and if you want to change it later if something comes up you will have to pay a Change fee of $100 per person” So great if my original flight is available again I have to pay a $200.00 change fee and any increase or other fees they may have for that flight. I paid the extra to fly JetBlue because they had the flight times I wanted even though I have to pay for my second bag. You would think that with all these charges that at some point you would show some feeling for issues you cause your guest.
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The rudest customer service ever
Posted by on
On December 16 I reserved online for a business trip from Boston to the Bay Area, which I fly frequently. I had to leave the office, and when I came back several hours later I found emails from contacts pointing out that I had clicked on the wrong week for the return. I immediately called JetBlue. First the person answering the telephone refused to let me speak to a supervisor after telling me that I was out of luck. When I finally got to the supervisor I asked that the call be recorded but I don't know if it was. The supervisor started a monotone repeating over and over that unlike other airlines, JetBlue has a four hour cancellation policy. Ever time I tried to say something, she spoke over me, continuing to repeat herself. I was not allowed to talk. I then was forced to raise my voice to ask if she would do me the basic courtesy of allowing me to speak. She would not allow me to have a conversation with her and she said since I raised my voice in trying to get in a word, I was being abusive and she was hanging up. She would not give me any contact information .

It may be that Jet Blue trains its personnel to act like four years old by repeating a mantra endlessly to prevent any real conversation with a customer. It did seem intentional. This person had absolutely no interest in listening to me; just getting rid of me.

I would love to be able to have some recourse but of course, there is no contact information to be found, only the same old customer service number which I will not call again for more abuse. I would like to have this complaint emailed on to SOMEONE in AUTHORITY at JetBlue but of course their email address is a major secret. The basic attitude is take it or leave it. I will now leave it, and so will anyone I work with.

What has happened to this country? I have been a businessperson for 35 years and I am aghast at the complete arrogance and indifference of customer service people such as this one.



     
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trmn8r on 2010-12-16:
The best I can determine, you made a mistake in reservations, and then more than 4 hours later attempted to change them. "I was out of luck" I assume means they told you it was too late to get a refund or make a change without penalty.

You don't state what you said or asked, but my inference is that they would not make an exception to their policy. When the CSR said she could not grant your request, what was your response?
mlcaron on 2010-12-17:
I was not allowed to make a response because she overrode me every time I tried to speak. That was so completely rude, I was floored. I had pointed out the initial person answering the telephone that I was a frequent business traveler and that I was not changing my plans, I just made a wrong mouseclick. I was not able to get any information on how to make a further appeal.
Anonymous on 2010-12-17:
You are wanting them to do something they are not going to do. Airline travel is definitely not what it used to be. I agree with that.
Anonymous on 2010-12-17:
In call centers, calls may be recorded for quality purposes. Meaning that the managers sometimes record calls to monitor that agent as part of their monthly stats. Not all calls are recorded and the agent has no control over what calls are or are not recorded. There's no little button to push on the phone to record calls. At US Airways, if I wanted to record a call that I deemed threatening, I pushed a button on my phone that alerted the front desk. They would have to dial into my phone and start recording the call, but they didn't always plug in in time. But it had to be a threatening call. I couldn't do that with just any caller that requested to be recorded
Ponie on 2010-12-17:
Unfortunately, because there are so many consumers who have the attitude that rules and regulations apply to everyone but him/her, many companies have taken the stand that there will be *no* exceptions. Evidently you fall into the category that wants an exception because when the first person gave you an answer you didn't like, you wanted to speak to a supervisor. Sure, it would have been nice for them to reschedule with no penalty, but since they can't, they won't. The person *did* listen to you--but you didn't like the response.
mlcaron on 2010-12-18:
To Ponie: I understand the rule. The airlines are into making money from forfeitures. And I can even understand the fee for changing a reservation. But if there was no intent to "change" a reservation, and the airline is not losing any money, and it costs them nothing to accommodate a customer, what if someone dies - no exceptions? That attitude is a "gotcha" which is the antithesis of the whole idea of customer relations. Not to mention not posting that gotcha or putting it forth prominently. Why have customer relations at all? Just a recording repeating the "rules" over and over - because that is what I got. Obviously, the idea is to discourage people from even attempting to engage in a conversation. So I guess consumers have to vote with their feet. What a waste. It encourages a similar attitude in consumers also - to take advantage any way they can to screw the business, because they are treated so shabbily. Not a very civilized way of conducting things. If I ever fly JetBlue again which is doubtful (SWA has great customer relations although its schedules are a problem), perhaps I should take the magazines, the snacks etc even if I do not want them, and throw them out just "because". After all, "just because" is their concept of customer relations.
trmn8r on 2010-12-18:
I believe from the airline's point of view there is an attempt being made to change a reservation.

Let's say someone's plans change, and they call to switch to a later/earlier flight. They tell the CSR "I made a mistake with my mouse." How is the airline to know whether to make a good faith exception or not? I'm not saying this is what you did, I'm saying they don't know.

Yes, the airlines make money off these rules. My guess is they are in place to ensure the airline doesn't lose money off changes, not to gouge the traveller. Do a lot of people get caught in the net because a mistake happens? My guess is they do.
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