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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.

http://www.delta.com/planning_reservations/special_travel_needs/medical_fare/index.jsp
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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Hijacked by JetBlue
Posted by Dan73000 on 02/07/2011
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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Posted by 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
Posted by 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.
Posted by 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?
Posted by Ben There on 2011-02-07:
So by how minutes did your flight change?
Posted by 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.
Posted by 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.
Posted by 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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Delayed 5 days, JetBlue was rude and unhelpful
Posted by Adevries on 02/03/2011
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.
     
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Posted by trmn8r on 2011-02-03:
I just looked up "Christmas Day storm 2010" and all the hits I had were articles dated 12/19 and 12/20. So the storm was predicted much earlier than 12/25.

Jet Blue was one of the airlines hit the worst, because one of its hubs is here. a 5 day delay was standard for those airlines. The call volumes during and around storms far exceed the capability to answer them. They should not have been rude, but I believe it correct that calling earlier would have been prudent.

Delta, as far as I can see, does not have a hub here. This may explain why you obtained an earlier flight (plus they may have gone out of their way to grab you as a customer away from J/B).
Posted by dan gordon on 2011-02-03:
the other reason your sol is that Jet Blue like SW Air Tran and other smaller carrier do not have reciprocity with the mainline carriers, and fly to fewer cities. A Delta tickt may have been able to get you closer to NY to an airport that was open.
Posted by Ytropious on 2011-02-03:
What do you want them to do though? Snow storms are unpredictable and they can only do so much to get people from point A to point B.
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One helpful person
Posted by Ted63 on 01/24/2011
Chris Valerio of Rochester New York Jet Blue ground crew was one of the kindest, most helpful persons I have met in my travels. When my plane, from another carrier, was canceled, with no warning, he helped get me a room and another flight to my destination. Jet Blue, please thank this young man.

     
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Posted by BEJ on 2011-01-24:
You should send a copy of your posting to the powers that be at JetBlue if you have not already done so.
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Lied to by Customer Service Reps - Rude Supervisor
Posted by Vmartell on 01/11/2011
I flew Jet Blue from RDU to JFK - JFK to LGB on January 9, 2011 and back on January 11, 2011.

My flight out was late leaving RDU, late leaving JFK. Not weather related delays. Then into the flight to Long Beach, CA, we were told that we did not have enough fuel and had to stop in Las Vegas for additional fuel? I was 3 hours late meeting a business associate! This is not the bad part!!!!

On the return flight, I flew the red eye from LGB to JFK. Arrived in JFK at 5:05am on 1/11/11. I saw the flight from JFK to RDU had been cancelled. I went to the "Just Ask" counter of Jet Blue. I approached the counter, asked the Jet Blue employee how she was doing. She did not even acknowledge me. Never talked to me. She just looked at her computer. I stood there and waited for several minutes. Finally, I asked if she could help me. She asked me "what do you want me to do". I asked her what my options were since the flight was cancelled. She said repeatedly, "Call 1800 Jet Blue", "Call 1800 Jet Blue". She was just RUDE!

So, I called 1800 Jet Blue. I talked to a representative. He told me that I would get a credit back to my credit card of "approximately $120.00". The representative told me to wait before I cancelled the last leg and took the credit. The representative suggested that I "explore my options" and then call back.

I made my decisions based on the $120.00 credit. I rented a car and drove from JFK to RDU. 600 miles! The total fo the rental car, tolls, and fuel was about $120.00.

I called back again to finalize the credit (While driving back from JFK to RDU). I was one the phone for 57 minutes. The representative I spoke to this time, told me she had to put me on hold to talk with a supervisor. While I was on hold, I was disconnected from the Jet Blue end of the call. Then I called back and sat on hold another 45 minutes and then had to disconnect because I had a business phone call come in.

So I call back tonight to finalize the $120.00 credit. After being on the phone for another hour, I talked to a representative that told me my refund was $38. Not $120. I asked to speak to a supervisor. I was transferred to a Supervisor that was arrogant, talk to me in the most degrading manner. I was amazed that a supervisor would speak to a customer in this manner. I had him on speaker phone and my wife insisted that I hang up and not be talked to this way. I stayed on the phone and the supervisor told me I was wrong and "so what that 2 of my employees told you the same thing, the only credit you can receive is $38." I tried to explain the calls, what I was told, and I was repeatedly interrupted by the supervisor. Bottom line was I will only get a $38 credit.

This was my first flight with Jet Blue and it will be my LAST! I also saw on this site that another lady had a very similar experience with Jet Blue in regards to being told one price for a credit and then when the credit was issued, it was a much lower amount. Is this a trend?
     
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Posted by Anonymous on 2011-01-27:
Air travel is tiring enough without being used and abused by the airlines. If you suffered an indignity at the hands of an airline don't get mad or feel helpless, send a clear message this behavior will not be tolerated. Take your beef to Small Claims Court. With minimal cost, whether successful or not, you will come out a winner. Typically an airline will hire attorneys to prepare the case with costs exceeding $1,000 per claim in legal fees. While litigation should never be your first option, if you believe you have a legitimate claim, it is a viable avenue when all other options fail. Even if you lose the battle you can still Win the war by making your point to the airline.
Posted by Ross on 2013-04-27:
i had a similar experience with the JetBlue in RDU airport on April 2013. They changed my original ticket for the next day because of a delay on first flight (i had a connection flight). The next day i simply went to JetBlue counter to check in my luggage. However the employee (an African-American lady) start acting extremely rude when she saw my passport realized that i am from a middle-eastern country. After I waited 10 minute for my luggage to get checked-in, she told me that "i will check-in your luggage here, but you have to get your luggage in JFK and have the checked-in for the rest of you connection flights". when i was trying to explain to her that i have done this flight for many times and i always get my luggage transferred directly to the final destination (since i had a connection flight), she was looking to her computer without paying any attention to me and she kept repeating the phrase "this is all i can do". when i asked her in a very calm manner that i want to speak with your super-wiser, she called airport police on me. I have no idea what she told airport police on the phone, but i suddenly found myself surrounded by RDU police. After hardworking police officers checked my ID and embracing me with inappropriate words in front of my Family, they asked me to leave JetBlue counter area. i decided to not to continue arguing because my family was so scared. However, i call JetBlue costumer service and explained them the situation, they set up the luggage to be received in final destination within couple minutes.(same request that i had in the first place and the lady over the counter told me that it is impossible to do). trust me this is just a summery of what happened in my first and last experience with JetBlue!!!
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Complaint
Posted by BRUCHEE on 01/02/2011
I HAVE HAD THE UNFORTUNATE EXPERIENCE OF DEALING WITH NANCY ONE OF YOUR SUPERVISORS AT AND STACEY.

I WOULD APPRECIATE IT IF YOU WOULD PROVIDE ME WITH A NAME AND A NUMBER OF SOMEONE WHO I COULD SPEAK TO.

THANK YOU.
     
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Posted by olie on 2011-01-02:
You might provide some details as to why your experience was "unfortunate". What was your goal in calling JetBlue? What did Nancy and Stacey say that led to disappointment?

(Please don't use all caps. Online, that's like shouting. And it's difficult to read.)
Posted by Anonymous on 2011-01-02:
More details please.
Posted by trmn8r on 2011-01-02:
One of the people you had trouble with is a supervisor. It seems like you need someone higher. My suggestion would be to write a detailed complaint in the hopes that the company contacts you.
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