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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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Stranded in JFK one one fine evening, blue skies
Posted by Sherrykhan78 on 12/30/2010
I decided to travel, from New york JFK to Boston by Jet Blue, flight was delayed by 5.5 hours despite clear skies, but the worst thing zero communication by the Jet Blue ground staff, never trust these guys, specially if you are traveling with Kids. You can be stranded on the airport for hours.
     
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Posted by momsey on 2010-12-30:
The skies you can see are not the only thing that could make or break a flight. There was a huge storm in the NY area that has really caused a lot of problems and things are still not back to normal.
Posted by Anonymous on 2010-12-30:
Bad weather in just one major city can effect flights all over the country. Just because there's blue skies where you are, doesn't mean there's blue skies in the city where your flight is coming from.
Posted by Ben There on 2010-12-30:
There is a good chance the airport staff knew very little more than you did. As you probably know, storms have cancelled thousands of flights this week and it can take a long time to recover from that.

Even if you plane is sitting at the gate and the skies are blue, that does not mean the pilots and flight attendants who were scheduled to work your flight are in the right city. They very well could have been stuck in another city for 3 or 4 days waiting for the NYC airports to reopen and therefore have legally worked too many hours to fly your plane.

In a perfect world, airlines would have 50 spare planes and 1,000 extra workers on standby to step in when events like snow and hurricanes stand employees, aircraft and passengers in places where they are not supposed to be, but that simply would cost hundreds of millions of dollars.
Posted by trmn8r on 2010-12-30:
What date did this happen? There are MANY reasons why your flight may have been delayed.

I agree that the lack of communication in such cases is frustrating. I take the attitude that they are working as hard as possible to get me to my destination.
Posted by James_236 on 2010-12-30:
Communication with a passenger during a delay is important. So held a Texas Court in Lee v American Airlines. Failure to keep passengers informed is a breach of its contractual duty. The passenger needs information to make up his mind if, say, he prefers to rent a car instead. The airline must know why it is not flying despite the blue skies and it must let the passengers know. Let's say it was weather in some other city or pilots not in the right city, how would the agents on the ground at JFK be "working as hard as possible to get me to my destination."
Posted by Ben There on 2010-12-31:
Here are some links to news articles about the 5000+ flights that have been cancelled in the Northeast in the past couple days because of the storm in NYC. I find it funny how so many people are shocked that flights are delayed and cancelled this week, even though it has been one of the lead stories on the news.

Airlines play catch up: http://www.usatoday.com/travel/flights/2010-12-29-nyc-airport-backlog_N.htm

Storms could cost airlines $150 million: http://www.usatoday.com/travel/flights/2010-12-29-airlines29_ST_N.htm

Photos of snow at airports: http://travel.usatoday.com/gallery/Airports-struggle-with-the-snow/G1934,A8199
Posted by James_236 on 2010-12-31:
I didn't get the impression that the OP is talking about this week. She talks about clear skies and I don't think the skies around JFK were clear this week, and delays this week were certainly more than 5.5 hours.
Posted by momsey on 2010-12-31:
Since the storm ended Monday night, the weather in the NY/NJ area has been beautiful, sunny and fairly warm. But that hasn't completely lessened the effect of the storm on almost everything. Some people had flights cancelled, some were lucky enough to be just delayed.

But it is a good point, we're all assuming this happened this week, when the OP didn't specify when it happened.
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How Does Jet Blue Get Good Ratings?????
Posted by Stalky on 12/29/2010
Today we arrived at Bradley International airport to board a Jet Blue flight to Orlando Florida. Much to our surprise our flight was cancelled!! We had no prior notification as a matter of fact late last night we checked our flight and it said "on time". How could things have changed 4 hours later?? The snow storm was 2 days ago that wasn't it? The pilots were tired?? That was the lame excuse we got, no one was willing to help! Now we have a hotel we are being charged for, we are missing our daughter in the Citrus Bowl parade as well as the prep rally for her college.

WE WILL NEVER FLY JET BLUE AGAIN!!!! Discount fares means discount service!!! DONT FLY JET BLUE, THEY DONT CARE ABOUT YOU!
     
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Posted by Anonymous on 2010-12-29:
It can take as long as a week for all airlines to get caught up from a bad storm
Posted by trmn8r on 2010-12-29:
"The pilots are tired" isn't what I would call a lame excuse, if my loved one ended up augering into the ground due to pilot fatigue. I believe that was a factor in the disaster last year in central NY. I think the evidence is the airline does care about you, based on what you wrote.

As far as the snowstorm, yes it was 2-3 days ago. But it may take 4-5 days to get most of the backlog cleared out. Perhaps they put on extra flights to make up - I don't know, but things certainly aren't "normal" yet.

I'm sorry you will miss your daughter's school events, but this is one of the risks of using air travel.
Posted by momsey on 2010-12-29:
Yeah, I would be happy that pilots didn't fly when they were tired.

As the others said, there is still a backlog of people trying to fly in and out. This is nothing specific to JetBlue. It could have and probably would have happened with another airline.
Posted by Ben There on 2010-12-29:
By law, pilots can only fly some many hours per day, and they are required to be off duty for so many hours before returning to the sky.

I know it can be frustrating to be stranded because of weather, but this can happen at any airline.
Posted by Anonymous on 2010-12-29:
Ben, pilots can't fly over 16 hours, and that includes ground time and delays. I think they have 6-8 hours between shifts to rest
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Jet Screw
Posted by MMcGee on 12/29/2010
After my flight to JFK was canceled (Notified by an automated voice message) Sunday morning (DEC 26th) I spent 2 hours on hold to reschedule. I Rescheduled for December the 28th (first available flight). After 12 hours waiting on a delayed flight(the rescheduled flight)it was finally canceled around 7pm which was far too late to reschedule another flight with a different airline. Jet Blues advice to passengers left stranded? Rent a car and drive. RENT A CAR AND DRIVE!

Jet Blue said no flights were available until the 3rd of January but when I checked their web site they did in fact have flights with seats available going to Newark on December the 31st. They should have said no flights available to you to transfer to but for an additional 450.00 plus fees and tax you can fly to NJ on Friday. That would have been honest.

These 2 cancellations have cost me a week of work (luckily not my job altogether), an additional $900.00 in lodging and $270.00 for a ticket on Amtrak back to NY.

Best part? To buy these tickets I used a credit with Jet blue from a flight that they bumped me from in October.

     
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Posted by Anonymous on 2010-12-29:
The bad weather caused all airlines to delay and cancel flights. All airports in New York shut down. Thousands of passengers were stranded. Jetblue does not control the weather
Posted by momsey on 2010-12-29:
If they told you that you could fly out on the 31st for an additional $450 plus fees and taxes, would that have made you happy? I imagine it wouldn't.

No one wants to be stranded anywhere. It's a terrible situation, but you really can't blame it on JetBlue. This was a huge storm and a lot of people are still feeling the effects. Their suggestion of renting a car and drive is not something you want to hear, but if they didn't try to give any help or suggestions, you wouldn't have been happy, either. As you found out, finding a way home by ground was the best bet.
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Jetblue ! No Crew To Fly The Plane !!!
Posted by Sak13 on 12/28/2010
Me my wife and 3 kids. Flight 722 from Nassau to JFK. After 3 hours of announced delay they told us that they didn't have the required crew to fly the plane to JFK !!!

Its like going to a restaurant and they tell you : "oh we are sorry, no cook today, he decided to stay home" !!!

On top of that instead of trying to work around having an extra flight at some point we have been offered flights out of Nassau on the 4th of January !!! And needless to say that any refund was out of question !

This whole thing is totally unacceptable. I fly over 10 times a month ( if not more) and this was the worst experience I ever had.
     
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Posted by Anonymous on 2010-12-28:
I actually have been to a restaurant, that was open, but no cook showed up.

Posted by Lyds on 2010-12-29:
I saw this from another post - I guess in order to get any action from Jetblue you do have to sue.
Good luck.
For those of you who don’t know how to serve Corporations such as JetBlue, go to http://www.sos.ca.gov/business then click California Business Search on the left hand corner----then next to Corporation type JetBlue Airways---- then click on JetBlue Airways(in blue) and you will see this

JETBLUE AIRWAYS CORPORATION
Number: C2253372 Date Filed: 7/17/2000 Status: active
Jurisdiction: DELAWARE
Address
19 OLD KINGS HWY SOUTH
DARIEN, CT 06820
Agent for Service of Process
NATIONAL REGISTERED AGENTS, INC.
2875 MICHELLE DR STE 100
IRVINE, CA 92606

This is how you serve them with court papers. When they got served, they contacted my attorney to say that they credited all the monies back to my credit card.
Posted by Anonymous on 2010-12-29:
REdiculous. They should at the LEAST refund you. What a bunch of jerks, they dont have staff to fly the plane and wont even give you a refund???
Posted by Anonymous on 2010-12-29:
Pilots cannot fly more than 16 hours per shift. This includes ground time and delays. To me, it sounds like the crew had reached their 16 hours and the airline was unable to find another crew to fly the plane.
Posted by Ben There on 2010-12-29:
Jetblue's hub is in NYC, and since the airport has been shut down and had massive delays recently, there are going to be lots of crews in the wrong place.

This is just an issue you might encounter with any airline during winter weather, even if you are flying from somewhere sunny. Most crews do not live in the city you are starting from.

Not only does Jetblue have a huge operation out of JFK, but lots of flights from Boston. American has winter issues in their hubs of Chicago, JFK and Dallas. United has hubs in Chicago, Denver and DC. Continental is huge in Newark. AirTran and Delta are both based in Atlanta, plus Delta can run into issues in their other hubs of Detroit, Minneapolis, Cincinatti and NYC. USAirways has a huge hub in Philly.
Posted by sak13 on 2011-01-05:
UPDATE :
i feel that i do have to come back and report that they have indeed refunded me for the full fare of the tickets.
The person who i talked to was extremely helpful and apologetic.
Nevertheless i am still way too bitter about the whole situation which ended up costing me an arm and a leg.
Posted by Anonymous on 2011-01-26:
Firstly Jetblue should of had the crew to fly the plane that was there... the crew was supposedly coming in from Florida & they had a window of many hours during which they could have taken off, notwithstanding the weather, if only they had the promised crew. They failed to have the crew because they failed to use reasonable care and were negligent on top of which they compounded the damages by having a callous disregard for their customers having them check out of their hotels and then stranding them...not answering phones etc... they exacerbated a bad situation turning it into a nightmare. Even when there is no weather problems it happens way too often that they have the plane & no crew, or they have the crew & no plane... I was in JFK not that long ago & the plane was set to board in 5 minutes but the pilot was in Texas.So how is the pilot supposed to get from Texas to NY in 5 minutes? Even when the board finally showed delayed when I called on my cellphone the recorded flight info still said it was on time. This has nothing to do with the mysterious way in which God works but has everything to do with JetBlue's negligence & callous disregard for its customers which it continues to flaunt with impunity.
Posted by PepperElf on 2011-01-26:
"Jetblue should of had the crew to fly the plane that was there"

If the flight went to a closed airport or through an area where it was illegal to fly then NO they couldn't.


I know a lot of people think it's just a case of "snap your fingers" and this will all work but... reality doesn't work that way.

as for "not answering phones" you perhaps didn't read what i just wrote... so i'll clarify it

when too many people call the same number at the same time they cannot always answer your call right away. there aren't a billion workers there just waiting for YOUR specific call. Your call is usually handled in the order in which it was received.

that means again - if many people are calling - you have to wait in line.
Posted by Anonymous on 2011-01-26:
PepperElf...for purposes of clarification the personnel at the airport in Nassau (right or wrong) insisted repeatedly that the plane was not delayed because of weather & that it would in fact take off as soon as the crew comes in from Florida ... more than that, the recording I got when calling for several days and nights before being disconnected each time said:"enjoy listening to the music while dreaming about your next JetBlue Getaway". These airlines need oversight & investigation into each and every one of their excuses... the facts will show that these airlines are not only far from perfect but way too often they are negligent.
Posted by PepperElf on 2011-01-26:
"the recording I got when calling for several days and nights before being disconnected each time"...

this is something else i should have clarified for you.

phone circuits are not made by hogwarts and cannot magically swell up if the call volume exceeds its physical capacity.

sometimes you see it in a hollywood movie where a city has a big issue and the phones get jammed.

that can however actually happen.

too many people calling the same number... usually results in one or two results.

1) you wait a long time behind all the other paying customers
2) the system said "ack" and keels over temporarily. (or repeatedly if people keep trying to do the OMG-ANGRY-BLARGLE-REDIAL!!! thing)

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The rudest customer service ever
Posted by Mlcaron on 12/16/2010
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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Posted by 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?
Posted by 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.
Posted by 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.
Posted by 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
Posted by 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.
Posted by 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.
Posted by 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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