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JetBlue Consumer Reviews - Page 3

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Delayed 5 Days, JetBlue Was Rude and Unhelpful
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My parents and I were scheduled to fly from Salt Lake City into New York City on 12/26/10. When it became apparent a winter storm could be an issue we attempted to call JetBlue all day on the 25th. We never reached an actual person. When we called the main desk at the Salt Lake City airport, we were told that we had to come into the airport to be able to change our flight (which had been cancelled by this point). We drove 2 hours to the airport, cutting short a visit with my son.

When we arrived at the JetBlue counter we were very rudely told there was a 5 day wait for a flight into NYC and there were no flights available to D.C., Boston or other areas of the Northeast for at least as many days. The employee at the counter told us it was our "fault we couldn't get a flight" because we had waited too long to change our flight and that "everyone else had called in much earlier". Obviously I was outraged since we had been trying to call JetBlue for over 10 hours at this point and were given incorrect information when we called the airport.

They clearly did not believe us, said there was nothing they could do other than refund our flight, and said that they could not change us to a flight on another airline. I understand that their jobs are trying, particularly on days when there are delays. However, how could they possible outright blame us and act rudely to paying customers who are just as frustrated as they are? We booked a flight on Delta and got home 2 days late, rather than 5. I'm flying to Salt Lake again tomorrow and I didn't even look at JetBlue's rates. Once my favorite airline, I won't be flying JetBlue again.

The rudest customer service ever
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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.

Every 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 JetBlue 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.

JetBlue Ticket/check-in Agents Downright Abusive
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I was checking in the airport on a vacation back from California with a friend. I went to the desk to fill out my luggage tags, etc. The woman behind the desk did not greet me or anything and the first thing she said to me was "hurry up" in regards to my filling out my luggage tags. I wrote out my luggage tags as fast as I knew how to do but nevertheless by the time I was done she was absolutely irate with me over how long it took (which was a maximum of 5 minutes) and was yelling at me (I hadn't said a word to her up to that point, as I was just trying to fill out my tags as fast as possible).

it was at that point that my friend appeared beside me, after checking her own bags in at another desk. She firmly but calmly said to the woman behind the counter "please have some patience." That was when the woman really went off and ranted to my friend (as if I were not there) that I was holding up the line and continued with a few dehumanizing slurs about me. I was on the verge of tears and she continued to scream, "you'd better learn some manners missy," (and that's the nice version of what she really said) while another desk agent had come over and said I was lucky I wasn't being arrested (don't you have to do something illegal in order to be arrested?

I didn't know taking longer than ideal to fill out luggage tags fell into that category. Is being on the verge of tears, almost shaking, while someone who's supposed to be attending to customer service is screaming in your face when you've done nothing to provoke them?). At that point my friend and I just walked away, severely shaken, but knowing that we were being the bigger people there.

When I mentioned the incident to family members when I got home, they agreed on the notion that these two people were just plain bullies and on a huge power trip, and that they probably saw me and my friend as very easy targets, as we're both timid, soft-spoken twenty something women who look years younger than our ages (in other words, not high-powered world travelers). Needless to say, my friend and I will never be travelling JetBlue again.

Worst Customer Service!!!
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RUDE, ARROGANT, POORLY TRAINED CUSTOMER SERVICE STAFF!!! Extremely LONG wait time on phone, and they do not resolve ANYTHING. Instead, they bounce you around from agent to agent and then to a supervisor who will do nothing more than credit you a measly $50 that you have to USE to FUTURE travel only!! How arrogant of them to expect you to use a credit for future travel with THEM - when they ruin your travel experience to begin with?!

I was a very frequent flier with JetBlue until NOW. I booked a trip to Miami last summer and decided to go along and book a package which would include a cruise, hotel stay, and airfare altogether. The day of my trip arrives and it turns out I have NO seats (my boyfriend and I) on the plane!! We had been charged the extra $50 for more legroom which I was told was going to be complimentary but had NO seat anyway. It took them 20 minutes to figure out what was going on, and another 20 minutes to find us seats! I was terribly annoyed but had never encountered a problem and decided to brush it off.

Once we got to the hotel we realized that our room reservation was messed up as well! We had reserved a JUNIOR ONE BEDROOM SUITE and were put in a regular room after paying for the more expensive room! After being put on hold for hours on the phone in the hotel lobby, the concierge felt bad and issued us a complimentary upgrade to the room we were supposed to get in the first place! JetBlue did nothing but apologize and act as if they didn't know "how this could've happened, but they would review the phone call transcripts and get back to us in 7 business days." Yeah sure, get back to me once my vacation is over. That'll help.

Horrible experience and that was only the tip of the iceberg! They did the same exact thing AGAIN this summer when I decided to give them another chance and trust them when booking a trip to Vegas. Again, NO seats, no show tickets (which were promised with the hotel reservation), NO shuttle bus transportation (which was PREPAID).

It took me 2 days to get a hold of them, 9 hours of hold time TOTAL, a whole lot of aggravation, rude agents, and all I got were 2 measly $50 vouchers to use only for FUTURE travel with... JETBLUE! Awful... Awful... AWFUL company. Spend a little extra and travel with a more reputable company. The time you will have to invest if you dare encounter any issue is just NOT worth it. I wish I would have read these reviews before booking with them again!

Poor response on delay and baggage destroy
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May 10th 11:30: DC,DULLES AIRPORT. The 1304 was supposed to depart at 10:57. We four were supposed to transfer the flight to Shanghai departing at 4:30 P.M. 1304 was delayed. We worried and explained our situation to the staff. Staff at front desk said: "We guarantee that the flight will departure at 12:30". Unfortunately, she guaranteed what she could not guarantee. The delay was repeated once and once again. People were busy fixing the airplane for hours. The flight finally departed at 4:00 pm and the delay was five hours. We missed our flight back to Shanghai. Stuff at the front desk denied our claim for the compensation of our stay at NY.

May 10th 4:30 JFK AIRPORT. When claiming for our bags, we found that one of our piggy bag was destroyed. The trolley and the area around the trolley of the bag were severely broken. Jet blue staff at and baggage office declined our compensation claim, said according to the politics of Jet blue, broken trolley of piggy bags were not supposed to be covered in the compensation.

After calling again and again, they gave us the hotel compensation at JFK. We explained about our situation to the supervisor (we remember his name): Four people, have to stand by or reschedule our flight, have to stay at JFK for at least two more nights. When checking in at JFK INT HOTEL, we found that he gave us four people (3 ladies and 1 gentleman and professor over 65, who are not family members) only one two-bed room without any explanation or asking.

May 10th evening to the midnight JFK INT HOTEL. We called the number for complain and it did not work out anything. We also called our fight company. For reschedule or stand by for our next flight two days later, we have to pay more than 900 $ per person. This is our terrible experience with Jet Blue.

Their New System Will Take You Up to 10 Hours to Book a Flight!!!
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I was trying to book a flight with Jet Blue using a credit I had from a previous cancelled flight. They are in the middle of switching operating systems online and I was unable to access my "old" credit from the previous system. I had to call in to try to book the flight. On the first day I called I sat on hold for 56 minutes until someone came on to assist me. They were untrained in the new system and could not access the old credit, so I was passed on to their supervisor and an hour later she also could not complete the transaction.

We hung up the phone line and they said within the next few hours they would figure it out, call me (which they never did) and I would be able to access the credit. The next day I was able to actually see the credit online, but could not book my flight. Yet again I had to call in and have someone assist me. The flight I was trying to book the day before had gone up $40. They were still not able to apply my credit in their new system, so I sat on hold that day for a documented 5 hours and 48 minutes (running up my cellphone bill) and had spoken with two supervisors and 3 other associates all of whom could not figure out how to work their new system.

They said they would call me back three different times, while they tried to work things out, but I only received one call, and when I called in the line was so overloaded that the system couldn't even place me on hold again. Day 3 I called back again to complete the whole process. After another 1 hour and 32 minutes on hold I finally have my flight. Not only is my cellphone bill going to be way over my minutes and cost me a fortune, but I took all that time off my work to just book a flight which should have been a very simple process.

They are completely understaffed, untrained and incapable of managing their new system, which I should not be penalized for. I would greatly appreciate for compensation of my cellphone bill charges, loss of work, and flight increase, while they were busy trying to work out their new system on my behalf, either a companion flight ticket or points to use towards a next flight. At least some sort of incentive to fly with them again.

Can't Get JetBlue or Carnival Cruise to Respond
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RE:confirmation number is **. This is the letter that I sent to JetBlue and Carnival. "Dear JetBlue, I need your help to receive a refund for the cruise that I bought from you. I've always been happy with JetBlue and your products and service has been great. This cruise advertised and bought on your sight was an inferior product. Carnival left the port of Miami four hours late with some lame excuse they were still loading water. This they announced that this would not in any way affect our cruise and arrival time at Ochos Rios, Jamaica and Grand Cayman Island.

We left Miami Port and then the next day found the captain made a unilateral decision to abort our travel plans and not go to our destinations. He announced the propulsion system would not allow the journey and thus would be taking us to Nassau Bahamas to spend an afternoon and evening. The destination contracted and paid for to JetBlue was never fulfilled. If you read the reviews online the same propulsion lie was used on other cruises on Carnival Destiny in December. Our 2010 vacation was destroyed and no one responds to our emails. Our vacation has been hijacked and I demand my money back.

I like JetBlue and have always been pleased with your service and will continue to fly JetBlue but I need your help in resolving this issue. I'm out of the amount I paid you for the cruise, a trip to Florida costing us $400. A rental car that I left at the port costing $300. Plus I paid 100.00 to the parking at the port.

Cruise Details
Itinerary: 5 Night Western Caribbean (Miami roundtrip)
Departing On: 01/16/2010
Returning On: 01/21/2010
Cruise Line: Carnival Cruise Lines
Cruise Ship: Carnival Destiny
Dining Request: Late Dining (around 8:15 pm)
Stateroom Category: 4G (Interior Stateroom)
Stateroom Number: 8198
Cruise Reservation Number: **

The Cruise Reservation number above should not be used to access your reservation on our Cruise Customer Service page. This number should only be used on the cruise line website to access your Online Registration and Electronic Travel Documents (where applicable)."

JetBlue Customer Service
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JetBlue airlines at Santiago airport had horrible customer service. I have never seen such unprofessional airline employees before. We got to the check in 8 minutes late and we were told the flight was closed even though we still had 52 minutes to get to the gate. I do understand the company policies and that we need to be at the check in 1 hour prior to boarding as I travel a lot inside the US and in Europe but if someone is late 8 minutes? I traveled all over the US and Europe and got to gates 15 minutes before boarding and even though some were connecting flights they still made it happen for me to get in the plane.

At Santiago airport not only they didn't cooperate and were extremely rude but they made us feel like they put their personal opinions about why we didn't get to the airport on time. That is not professional at all. When we asked for a supervisor at the check in they didn't want to get the supervisor for us and I had to ask them numerous times that I wanted to speak to the supervisor to see what we can do and to put us on the flight we purchased the ticket for as they haven't even started boarding that plane yet so we had plenty of time to reach the gate.

The supervisor was just as rude and unprofessional and just walked away from us and didn't even want to help us in any way. We got on the next flight 3 hours later but the tickets they gave us were standby tickets and we were hardly able to get on that plane and on top of it they made us sit separately. Who wants to travel on a plane separately??

This airport experience ruined our trip and the first memory that comes to my mind about our trip is the aggravation and frustration we received from JetBlue employees and the treatment of us, US citizens who bring a lot of business to Dominican Republic. I will make sure I never use JetBlue again and will also make sure none of my family or friends will fly with JetBlue again.

Plane Departed 25 Minutes Before Announced Departure Time
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I arrived at JFK 2 1/2 hours prior to scheduled departure time of flight 165 from JFK to Portland, OR. I checked in and made it through the security checkpoints before 630 pm, for a flight scheduled to travel at 800pm. The flight was originally delayed for two reasons: there were thunderstorms and all ground crews, flights were on hold. Additionally, there were 3 announcements made by the JetBlue representative at the gate over the loudspeaker saying that the first mate had not arrived at the airport. On the last announcement, they gave a new time of departure of 945 pm.

I approached the JetBlue representative and told him that I was going to go eat a sandwich, and he said that it would be fine, and that he was changing the departure time on the monitor as we spoke. After eating the sandwich, I was gone from (850-915), I returned to the gate, and was told that the plane boarded and had departed 25 minutes prior to the departure time that had been announced. They had made an announcement over the loudspeaker, but there was a band playing in the foodcourt (JetBlue controls the entire gate from the security checkpoint forward, they hired the band), and it was impossible to hear the loudspeaker.

There were several people that missed the flight in addition to me. JetBlue said that they deduct $100 for missing the flight, as well as the $40 that I had paid for additional legroom and so the resulting credit was $140 less than my ticket cost. Plus, I had to buy a $600 ticket on Continental to get to the destination early the next morning (Continental's flight did not depart prior to the announced departure time, and I was able to make that flight). Additionally, I went to the JetBlue website to make a complaint, and received an automated response saying that I would have a response from a representative within 48 hours. That was 120 hours ago... Thanks JetBlue.

Lazy and Unhelpful Flight Attendants on FL#595 to Orlando
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ORLANDO, FLORIDA -- I was on flight #595 from White Plains to Orlando in seat 20 on 8/2/08. I fly JetBlue regularly about 10 times a year and I can honestly say that the flight attendants on this particular flight were lazy and inattentive. Our flight was delayed on the tarmac for an hour. When I realized our delay, I got up from my seat and walked to the rear of the plane and asked for a bottled water. The flight attendant told me "no" and that they would "be starting the water service soon." I would have thought that if I made the effort to walk to the galley, the least she could have done was reached her arm 2 feet and handed me a water. But instead the answer was "no".

Later in the flight I walked again to the galley with some trash that I had as it did not seem that the attendants were coming through to collect it. There were the 3 of them sitting/standing happily chatting away and comfortable as could be.

Throughout the flight 2 rows behind me a 2 year old screamed at intervals throughout the flight. About 2 hours into the flight, the screaming became constant -- not crying -- screaming. So much so, that all of the passengers around me began turning around in their seats. The parents did nothing to quiet the kid. After a half an hour, I had a splitting headache and maxing the volume on the headset control could not drown out this kid.

So again, I got up and walked to end of the plane where again, the 3 attendants were sitting/standing comfortably chatting away. I asked them if they had a lolly pop they could give the kid. They told me "no". I asked them if they had anything to give this kid. They told me "no". I asked them if they could give him a "bottle of water or something". They told me "no". Then they told me that it was because we were "descending" that the kid was screaming. I told them that we "weren't descending an hour ago and the kid has been screaming since then". I turned and left them happily sitting/standing chatting away.

On the way home, my daughter commented to me that "JetBlue is going downhill" as it has been "a long time since we had any nice stewardess". I agreed -- JetBlue is indeed going downhill. Good thing I also fly Airtran as after this flight -- who cares about the free TV.

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JetBlue Rating:
Star Half star Empty star Empty star Empty star
1.7 out of 5, based on 12 ratings and
98 reviews & complaints.
Contact Information:
118-29 Queens Blvd.
Forest Hills, NY 11375
800-538-2583 (ph)
718-709-3621 (fax)
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