JetBlue Complaint - Customer Service
On Sunday August 16, 2009 my wife and I were scheduled to fly out of Washington Dulles International Airport to attend a Conference in Long Beach leaving at 0740 arriving 0952. We had arrived at the airport and were in line at 0705 after having to wait for a shuttle for a half hour. As my Wife waited in line I waited in another line to get our boarding pass. When I went to print it out I received a message saying “OOPS there is a problem please see a ticket agent” this was now 0710. As we waited to be seen by the ticket agent a Sue G. was walking in and out of the line asking if anyone was going to Orlando or Boston and never mentioning Long Beach. Once we arrived at the counter we were greeted by a Wendy Henderson who immediately had an attitude asking why we did not come to the counter. We explained to her that we were in line at 0705 which she instantly stated that we were not and that she had closed the flight to Long Beach early because she thought everyone was on board. She then asked Sue G if she had been asking if anyone was going to Long Beach which she replied yes. This is an outright lie. As mentioned above she never mentioned Long Beach. Ms. Henderson then stated that we were not going to be able to get on the 0740 flight and that she would put us on standby for the 6:16 P.M. flight. Ms. Henderson further advised that we would have to be at the airport by 2:00 P.M. because it is a busy airport and there will be a lot of international travelers trying to get through security. Throughout our ordeal with Ms Henderson remained rude and demeanor was condescending.
At 1:30 we arrived back at the airport and spoke with a Driss Elbouabidi who advised that Ms. Henderson had never put us in the system. When then asked to speak to the station manager. Mr. Elbouabidi advised that the manager does not work on weekends. After explaining the circumstances Mr. Elbouabidi was able to put us on the standby list as passengers 1 and 2. Mr. Elbouabidi further advised that there was no need for us to show up 4 hours ahead of time and that the lines are not bad on Sunday. He further explained that Ms Henderson usually has an attitude with customers along with Sue G. After receiving our standby passes we were able to go right through security within a matter of minutes. After waiting around the airport for 4 ½ hours Aisha began calling the standby list by pasting my wife and mine names. When questioned about she had an attitude and told us to wait at which time we pointed at the screen documenting that we were in the system as passengers 1 and 2 she subsequently let us board.
This was our first encounter ever flying JetBlue and going out of Dulles. The airline had been recommended for the confernece as the preferred carrier. With the incompetence of Ms. Henderson and Sue G we ended up missing our flight as well as missed some prepaid events. On Monday August 16, 2009 I complete an on–line complainant form and as of today’s date August 24, 2009 I have not been contacted. When I contacted JetBlue via phone I was advised that they could not take a complaint over the phone and that I would have to fill out a form online.
Dealing with an airline this is the worst encounter I have ever received.
I have written two letters one that was certified. To date Jet Blue fails to respond to any correspondence. Jet Blue has the worst customer service around.