JetBlue Informative - Lost baggage, lost claim, refused to call back
JFK, NEW YORK -- When my wife's sister and my wife arrived at JFK airport on the 22nd of May,they found that suits case was damaged badly. We went to the baggage office immediately where we arranged to have the bag repaired. We explained to them that we would need to get the suitcase back by Friday because our passenger was leaving morning of the 26th.
The Jet Blue agent, Lilian, spoke to her supervisor. He instructed the employee who would deliver the suitcase to the repair center to wait there until the suitcase was fixed. He or she would then be able to pick up and return the suitcase to us quickly. We left the airport with the understanding that the company would contact us and deliver the suitcase. We were given "Baggage Report # which explained clearly that we would have to have the bag by Friday.
On Friday, we had not heard anything from Jetblue. So I called the office to see when we could expect to receive the suitcase back. I spoke to an agent named Miguel, who told me that he would have to check with delivery staff and call me back. After no reply for more than an hour, I called him again. He told me during this second call that he didn't think the suitcase would be delivered by the end of the day; but he would double check and call me back asap.
There was no reply at all again! I called him back and he told me that the suitcase had not even arrived at the office and it was not possible for us to receive the suitcase back that day.I explained to him that the owner of the suitcase had to leave the following morning and the suitcase needed to be sent to our passenger if they couldn't deliver it by the end of the day. He said that there shouldn't be a problem for the company to ship the suitcase. When we told him that he should have called me back sooner if he had known that we wouldn't be able to receive the suitcase back that day so that we wouldn't have had to wait at our house all day, unbelievably, he hung up.
This is the service I got from the company after dealing with this trouble.
Jetblue has done a great deal of P.R. claiming that it was restoring good service to the airline industry. Well, here's the follow up: three weeks later, with no word from Jetblue concerning the damaged suitcase, they now after long phone queues claim that they have no record of the baggage claim that we made at the airport. They have been requested multiple times to research the problem, to locate the bag, to do anything about the problem, and they have promised each time to call us. They have never called us to inform us about the status of our claim.
Tell all your friends: JetBlue is a criminal thieving organization which has a great interest in making b.s. claims in public in order to secure their income. Their customer service has shown itself to be abominable.