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JetBlue - Not Notified of Flight Change!
Airline Flight - Complaint
Review by cerretan on 2012-05-31
Rating: 
ORLANDO, FLORIDA -- I went to fly from Orlando to Washington/Dulles airport today. When I got to the airport and went to check in, I was notified that the flight had been changed, and would be leaving 3 hours later. I was upset, as I could have been in bed for 3 more hours but more importantly, I had people meeting me at my destination - some taking time off from work to do so. So, they were adversely affected as well. I contacted Jetblue (supervisor Connie on 5/31/2012 at 8:15am eastern) to get to the bottom of why I was not notified of the change. Now, stay with me here. I am a TrueBlue member. I booked this flight via my TrueBlue account. I have an email address associated with that account, yet, JetBlue NEVER sent a schedule change to that email account. They don't even dispute that. Their excuse to me for this mishap was that when I booked the flight originally, I had put in an additional email address (my wifes!) who I wanted to make aware of my flight’s, and of any changes if they happen. Well, happen they did, and JetBlue ONLY sent the schedule change email to that address, not mine! When I spoke with Connie, she also stated that they notified me via phone of the flight change in March. That call NEVER occurred. They told me that they actually spoke with a person when they called. That person would have been me, as this is my phone that no-one else answers. Also, they say they keep notes of such calls and outcomes and did not leave a voice mail (that part is true, I never received a voicemail.)
What was amazing to me was that supervisor Connie stated everything worked fine according to their process. So, their change request process will send an email to those you want notified of your travel plans, but not the actual trueblue member traveling and booking the flight!
I asked if they were aware of this anomaly and the fact that this TrueBlue member was never notified and she defended their process.
I did ask if they were going to offer any compensation for this major inconvenience, and the answer was no.
What a shame JetBlue. I've typically had good service and enjoy flying your airline. All it takes is one bad experience like this to change my buying behavior. Shame on you!
What was amazing to me was that supervisor Connie stated everything worked fine according to their process. So, their change request process will send an email to those you want notified of your travel plans, but not the actual trueblue member traveling and booking the flight!
I asked if they were aware of this anomaly and the fact that this TrueBlue member was never notified and she defended their process.
I did ask if they were going to offer any compensation for this major inconvenience, and the answer was no.
What a shame JetBlue. I've typically had good service and enjoy flying your airline. All it takes is one bad experience like this to change my buying behavior. Shame on you!
Comments:
Posted by TLSmith on 2012-05-31:
It seems to me this kind of a minor inconvenience.
Posted by jktshff1 on 2012-05-31:
This is a common occurrence with just about all airlines.
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