JetBlue Complaint - Poor Service
LOS ANGELES, CALIFORNIA -- Good afternoon, my name is Janet Hite and my family was scheduled on your flight #934. Our confirmation number was KKERBE.
We checked on the internet before we left the house (6:00 AM) and it showed our flight was on schedule. We were traveling with 16 people. We are part of a hockey team that was scheduled for a tournament. Half of our team was on American Airlines and the other half was flying on Jet Blue. The people who were on American had no problems getting to O'Hare. This meant that either we got there also or they wasted their money because you can’t play an ice hockey game with just 8 players.....
When we got to the airport, right around 8:00 we went to check in our luggage and we were informed that our flight had been cancelled. When we asked why we were told they didn't know and that there was nothing we could do. We then went inside the airport to the Jet Blue counter and we were again told that our flight had been cancelled and that we were on our own. We asked what could be done and they said nothing and then said “next” and would no longer answer our questions, just that they didn't have to do anything and didn't have any information to give us. We tried calling your 800 number only to have a recording tell us that due to so many incoming calls you were no longer answering and that the line would be going dead and then they just hung up. We watched them work with a passenger, get him a flight on a different airline, schedule a ride for him to LAX and pay for his flight, but all 16 of us were told there was absolutely nothing they could do.
We then started calling around to all the different airlines trying to get a flight out that day as our first hockey game was Saturday at 1:00 pm. We personally had six in our family and the cheapest flight we could find at the last minutes was $305 per person one way (X 6 =’s $1830) on Southwest which we had to come up with right away. Jet Blue credited our account the $99 that we paid for a grand total of $706. What we want to know is who is paying the additional $1,124.00?
In addition to that we had to drive to LAX and leave our car there. We also had to fly into Midway instead of O’Hare, which meant that our rental car would be no good. We had reserved a Ford Excursion (reservations were through hertz, made with our Jet Blue airline reservations) to share the cost with another family. Our share would have been $225.00, but the Hertz at Midway does not carry large vehicles so we each had to rent a mini van for $350 each. Again who is going to pay the $125.00?
Then of course there was the trip home. We got to O’Hare catch our flight and the man at the counter was so rude. We had six of us and we were allowed two bags each for a total of 12 bags at 50lbs each. However, we only had seven bags none of which were over 50 lbs. When we went to check in he told us to use the computer to check in, which we did, however when it went to print out our boarding passes there was some error with the machine. He VERY rudely told us to us a different machine and then when we got to the front of the line to check in he told us to put all our bags on the scale at once. When we started to put them on he looked at us and VERY RUDLEY said “you have to be kidding”, slammed our tickets to us and told us to move on.
Then when we finally got on the plane (that plane was late) it was so hot I thought my daughter and I were going to pass out. It was truly the most uncomfortable 4 hours that I can remember.
Then of course when we got back into Long Beach our car was in LAX. We had to hire a car to get us (6 people & 7 pieces of luggage) to LAX. Who is going to pay that $60.00?
At this point we are now out $1,421.00 because you cancelled our flight and didn’t even try to help us out.
We don’t really care why this all happened but we are a family that has saved several months to take this trip only to have to pay out almost another $1500.00. I have no idea how we are going to do this.
I would like to know when I can expect our money to be credited to our credit card?
I know of another 7 families that have had the same thing happen to them and I can tell you that each and every one of us tell everyone we know how we were treated. Everyone was so rude. No one wanted to be bothered with trying to help us out.
Just so you know, back in 2002 I was the manager for my son’s hockey team. We had 65 of us going to Boston. Just as we were to land in Boston they closed the airport because of weather (something that is totally out to our control). They then took us into Washington DC. When we got there we were informed that Chicago, Detroit, Boston and New York had all been closed down and moved to Washington DC. They said our flight had been cancelled and to come up to the counter to speak with a United representative. When I got up there I explained that I had 65 people in my party and they sent us vans (at no cost to us) put us all up in a hotel, gave us dinner voucher’s and then sent a car to pick us up the next day for our new flight that would be leaving at 3:00 in the afternoon. That’s how you should be treating your customers.
It wasn’t just the cancellation, it was they way we were treated. When we called Southwest and explained what was happening they worked with us until every person was taken care of.
You should be ashamed how this was handled. I would expect to be fully refunded within the week.
Very unhappy customer
Since then we were given voucher's however the vouchers claimed that they could be used towards any airfare or towards any JetBlue Vacation package. We decided to use the credit for a JetBlue Vacation package only to discover when we went to make the reservations that it can only be used towards the airfare part of the package. No where on their voucher does it say that. So we decide to book a trip to New York only to find out that the vouchers have been given in each passengers name and only those passengers can use them. Now the others in our party were are children's friends. We did not charge them the difference in getting them to Chicago. We paid for these tickets and JetBlue will not allow us to use the vouchers for our trip. I am truly beginning to think this is all a big scam, they offer you something that you can't use, that way they look good in the news, but have no intention of treating their customer good. Everytime I talk to anyone there I end up in tears. They are so rude!!!!!!! If I ever get my voucher thing worked out, that will be the last time I ever use them and like the rest of you, I will tell everyone I know about how we all have been treated....