JetBlue Complaint - Lied to by Customer Service Reps - Rude Supervisor
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?