NEW YORK, NEW YORK -- I flew JetBlue to Ft. Myers from Westchester on May 16, 2011 and back on May 19th, 2011. I flew JetBlue again to Tampa on August 22nd, and back on the 23rd, 2011. I realized just a few days ago that I never received credit for either flight. When I called up JetBlue, they cited their rules that "if it's after 90 days, you don't get credit for the flight."
When I asked them what the purpose of the 90 day rule was, no one would answer me - they just said it's JetBlue policy. I asked for the supervisor, she wouldn't answer it either. She then proceeded to lecture me on how there are rules in life, and I need to know how to follow them. Bogus. I have flown JetBlue countless times over the years, and this is not the company I once was so fond of. Where is David N.'s leadership when you need it.
Bottom line, if you fly JetBlue - you earned the TrueBlue points. The only purpose of a 90 day cut-off is to deny any busy (business traveling 20+ weeks a year, 2 kids, no spare time to check the website regularly to see if I have credit) consumers credit for their flights. I will vote with my wallet. After my next flight in March (already booked - unfortunately), I will no longer give my business to JetBlue.
FLL, FLORIDA -- This past Friday (1/13/2012), I flew with Jetblue on flight 509 from Newark to Ft. Lauderdale. My in flight experience with the flight attendant was horrific. The flight attendant whose name plate read "Jane", was so rude that half-way through the flight, the lady sitting next to me (total stranger) asked me what had I done to the attendant and if I knew her outside of the flight. Jane refused to serve me in flight beverages, a snack or take my trash at the end of the in-flight service.
My complaint of the sound jack in the armrest not working was met with a curt "and...". The outrageous rudeness of the flight attendant is very uncharacteristic of JetBlue crew members, and is more the behavior that I expect from an American Airlines employee. Never in my life have I had an incident with a member of the in flight crew, nor do I expect to be treated so badly during a flight.
I fly often between Las Vegas and New York and normally fly on Virgin America (GREAT airline!). However I had a credit from a cancelled flight last year, so I booked on JetBlue. I paid their extra $40 to be able to fold my body into the somewhat less cramped space of the first 5 rows. I had an aisle seat in the 4th row.
As the passengers arrived, I looked in horror as a family or group who had 6 children with them under the age of 4, including the screeching baby in a child seat approached. My entreaties to various Deities went unanswered as they plopped next to me, behind me, and in front of me. The apparent father knew better and sought refuge across the aisle on the window. I realize everyone has the right to fly with their litters. The same folks also have the right to turn a movie theater into a noisy day care center.
Don't get me started on the appropriateness of breast feeding in an elegant restaurant. But as we took off into the wild blue yonder, the wailing and screeching began in earnest. And it didn't stop except for a brief interlude about 3 hours into the flight, only to resume for the remainder. The mother, on the window seat, at one point decided to change the baby's diapers, and folded down the tray table, plopped the baby onto it, and did her motherly thing. That's the tray table that food is consumed upon.
As I wretched in horror, the flight attendant came down the aisle holding her blue bag for refuse open. Unbelievably, the mother hurled her soggy stinking diaper with her best Kobe Bryant rim shot across my lap and into the bag. The flight attendant only smiled at the mother's expertise, and continued on her quest for less odoriferous refuse. I couldn't wait for the plane to land.
The various children (they couldn't possibly all be hers; probably a family reunion or wedding or some sort of west coast fertility rite) climbed over the seats, kicked the back of seats in front of them (during the brief moments they were actually seated), and at one moment there were a total of 6 adults and children in our row of 3 seats. Thank the good Lord for Bose noise canceling ear phones! To be clear, I adore well behaved children. Occasional relapses of behavior are normal and expected, but there is a line that is crossed when children are allowed by their parents to terrorize a flight, a restaurant, or movie theater.
I wrote to JetBlue about this flight from Hell, and in response received a credit towards a future flight. (Which you can probably guess by now, I will not be taking.) JetBlue was a great idea in its conception. But no longer. The surliness, the unwillingness to assist, the cattle car ambiance of their flights, and their passengers-be-damned attitude have compelled me to never fly with them again. I realize most of this is not JetBlue's fault. I fault the oblivious parents who haven't yet figured out what grandparents are for when the desire to travel overwhelms them. Anyone want my $50 off credit? I will not be using it.
SAN DIEGO, CALIFORNIA -- On December 18, 2008 I was scheduled to depart San Diego to Seattle, WA with ** and our two dogs on flight #276. We had purchased 2 roundtrip tickets for our dog the same day we ordered our tickets to assure our dogs would be able to fly. We have flown with ours dogs multiple times on American, Alaskan and United with tremendous service and kindness to our dogs. With our love of JetBlue and the new pet policy we figured this would be the ideal situation for both the dogs and us.
We arrived at the airport via taxi since we would be in Seattle for 10 days and did not want to leave out car. It was $45, but an expected expense. With close to 2 hours until our flight we are waiting in line to check in - dogs on leashes and ready to get into the bags. At Check-in we are addressed by ** a customer service representative who tells us that one of our Boston terriers is far to fat and has to be weighed. We pop adorable Dude on the scale and sure enough he is 26 lbs. We knew he was chubby, but it was never a problem with any other airlines. We were told we would not be able to fly since Dude was 6 lbs over weight - 6 POUNDS!!!
** then tells us our other Boston Terrier is also to big, she weighed 20.5 lbs. We are both flabbergasted that we are being told we cannot take them on the plane. After ** continues to tell us Dude is too fat and cannot fly due to TSA requirements, we point out TSA does not have a weight limit on Alaska, American or United. Instead, the dogs just have to fit comfortably in the TSA approved Sherpa bag that will slide under the seat in front of us. ** continues to become ruder and ruder as shes speaks with us and says that she won't do anything and can't do anything since 6 lbs of dog is a safety concern.
** then proceeds to grab her manager, he comes out 15 minutes later and yells at us for not reading the legal information for JetBlue which requires a dog to be under 20 lbs which includes the weight of the bag. He is also extremely rude to each myself and **. I ask both ** and the manager if we could pay an extra fee for Dude and Fiona, in turn paying for 2 additional dogs ($200 total for the one way ticket for each). Since ** told us no other dogs were on the flight, we thought this was OK. ** also told us the Pilot could approve the dogs flying, but refused to contact him or tells us how we could get approval elsewhere.
Not 10 minutes later ** steps away to help another customer leaving us waiting. The women checking in is bringing along her 3 year old daughter who weighed at least 30 lbs, but paid nothing for her daughter since she was riding on her lap. To me, this is a safety hazard for the child and extra weight to the plane that is not being paid for. I must pay an extra $200 round trip per dog and pay additional dollars for extra bags and overweight bags, but a 3 year old is free. Not only is this ridiculous, but it is something I have alerted TSA to look into.
We talk with ** for another 30 minutes to come up with other ideas how our dogs could fly. She suggests we call a psychologist and lie to get the doctor to sign that Dude is an emotional pet. Not only is she asking us to lie, but she is not helping the current situation. The manager leaves us and refuses to talk with ** and I again.
** only other idea is to try to get the dogs to ride in cargo on American. She suggests we go buy two $200 crates for each dog - we now have 40 minutes until our flight, and not enough time to even book the dogs, let alone pay and hop on our own flight. To make matters worse, ** tells us this should be fine, even though America is not currently flying dogs in cargo since Seattle is below freezing. She says it should warm up soon and American can just keep the dogs in the crates until they can fly.
Needless to say, the weatherman has predicted that Seattle will not warm up above freezing (or even 25 degrees) in 10 days. ** tells us that is not her concern and that we should have paid attention to the details. She hands me the phone to try try to reach United or American to book and the dogs and tells us she would “try to get us on another flight.” Her trying consisted of walking away from the check-in counter and proceeding to help someone else.
After realizing we were going to miss out flight anyway, and dealing with extremely rude JetBlue service, that we would drive from San Diego to Seattle. Not only were we visiting for Christmas, we were also interviewing with several companies, all interviews had to be cancelled since we would not arrive on time. We took another $45 taxi home and packed the car and started to drive to Seattle.
Both ** and her manager did not realize the danger, struggles and future JetBlue dollar losses of their actions - all because of an irrelevant 6 pounds. I would understand charging for additional weight, or if there was a weight requirement on the plane where each person could only take X additional pounds and each passenger could only weigh X amount for safety, but that is not the issue. I understand the more weight, the more fuel is used, but that is why we said we would pay additional dollars to cover the 6 lbs that would sooooo drastically affect the fuel consumption.
Never have a dealt with such rude customer service of any airlines, especially in a time when the airlines are struggling so much to get customers. We have already alerted family and friends who have pets to not fly JetBlue. In addition, I will continue to tell my company who flies from San Diego to New York and Boston monthly to fly with another company. We did receive a refund, but minus the $100 change fee per ticket, but it cost us nearly an additional $800 in gas, over 49 hours of traveling, 2600 miles to the car, 2 missed interviews and missed job opportunities... all for 6 lbs!
Perhaps you will tell me that ** was just doing her job and following rules, but it was her rudeness and telling us to lie that showed she did not have integrity, she was just trying to make some innocent travelers lives hell. Needless to say, we drove to Seattle, it took over 26 hours due to the terrible snow and ice. We survived and told everyone our story.
I flew JetBlue 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 JetBlue. I approached the counter, asked the JetBlue 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 JetBlue", "Call 1800 JetBlue". She was just RUDE!
So, I called 1800 JetBlue. 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 of 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 on 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 JetBlue 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 JetBlue and it will be my LAST! I also saw on this site that another lady had a very similar experience with JetBlue 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?
Just flew JetBlue for the first time. Granted the legroom was great but when it comes to what stands out about the flight, legroom isn't it. Their customer service from check in to exiting the plane is the worst I've ever experienced. To start off I have never taken so long to check in on a flight. It took close to fifteen minutes for the two of us to get our tickets. If it wasn't for everyone else taking so long to check people in, I would have believed the printer not printing properly or any other excuse given as the cause of us spending all that time at the counter.
When waiting at the gate we decided to recheck to see if there would be a meal served on the flight. This is because when booking the flight online we were asked what kind of meal we would prefer. However, before getting the answer I had to wait for the JetBlue employees to ignore me for several minutes while they conducted their personal conversation; only to then be confronted with an attitude.
So if you're wondering about the meal. No they were not going to serve a meal on the over four hour flight. As explained, it was a mistake on the site in which we bought the tickets; CheapOAir.com. Then came the gate change which was a mistake that they did not take the time to properly announce a correction for.
Now comes the second bag and body search at the gate right before getting on the flight. Since it isn't allowed to bring fluids into the airport we are forced to buy beverages inside the airport. So why were we told to throw out any beverage we did not finish before boarding? Were they all not bought at the airport? Then came the random body search. One of us (who is of a female body) was wearing a tank top and open oxford shirt. They were asked to remove their jacket and when it was pointed out that in fact it was a shirt, they were still asked to remove it and was then patted down. There was no space between the top and their skin, so really now?
If was a full flight and unfortunately we didn't get seats together. After sitting down in the middle of a row I realized my check in bag was too big to fit under the seat. One of the only two flight attendants on this Airbus A320 which seats 150 passengers sped by my seat and said the bag had to go under the seat in front of me. If she took a moment to listen she would have heard me say it couldn't. On her second pass by, she did take the time to hear me. She then proceeded to open the over head and say "we can put your bag up here". She then walked away. Now all my life I have known that we is not the same as you or I.
So I waited for her to do her pass by again. Remember I was sitting in the middle seat and didn't want to have the person in the aisle seat to have to move. When the flight attendant came back she said she was not going to put the bag up there for me and that I had to. So my question to her was why the "we". As far as getting headphones which you have to be charged two dollars for, by time the flight attendant got to you the movies were too far into them to actually make you want to watch them.
Then came the announcements that were coming from one of the pilots, flight attendants or want to be comedian that should definitely not give up their day job unless they are a flight attendant. After flying with JetBlue, which was my first and last time, I can see why they thought it okay to make a passenger sit on the toilet for their flight.
Wow. I used to love JetBlue. I have recommended it to hundreds of people, since I've been flying JetBlue since 2 weeks after it went into business. But after tonight's two hours on the phone on hold and then finally with a very nice but ineffectual representative, I will be reevaluating my family's travel choices, and closing our JetBlue American Express cards. I will also open a formal complaint with American Express.
I called today (2/5/10) to redeem my remaining Old TrueBlue Award for a date five (5) months from today. I was told that there were no award seats available on the day I required, and that the closest days that had available seats on them were 4 days earlier or 4 days later! This, despite the fact that the vast majority of seats on the flight have not been booked!
It is obvious that JetBlue has drastically reduced the amount of seats it makes available for Old Awards, and thus the thousands of dollars I have spent, and that my wife (who has remaining Old Awards and Points) has spent, were spent in vain. The awards we were earning have now become useless. I feel so betrayed by JetBlue, and I am extremely disappointed that this company that I had so much respect for has shown that, despite my loyal and constant patronage for ten years, they have treated me and my family unfairly.
The only thing I could do was to book a return flight using the Old Award, but the issue remains as to how my wife and I will GET to Chicago for the charity fundraiser we are attending (and that we help to organize, recommending to dozens of others which airline to fly to get there -- we will certainly be reevaluating those recommendations). It will be impossible to reach the number of New Points required to earn a reward under the new system and it is unreasonable for us to have to, in effect, re-earn the awards that we already earned.
It is patently unfair and disingenuous for JetBlue to have changed the number of seats available on each flight so drastically while we still have awards that were earned with the reasonable expectation that if we tried to redeem them (5 months in advance! -- and on a weekday!) there would be award seats available, especially when the flight is currently mostly empty.
I requested to speak to a supervisor, and I was told that "everyone at this level is a supervisor", and that no one had the power to make award seats available on any flight. Surely this is not the case - the company is making the decision to severely limit award seats, despite the fact that their customers have been operating under the agreement that their loyal patronage and use of the JetBlue American Express card would result in a reasonable expectation of a return on that investment. I will now advise everyone I know and do business with that something has gone terribly wrong at this company, and it is to be avoided.
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 ** 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 ** 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 ** 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. ** 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. ** 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 ** remained rude and demeanor was condescending.
At 1:30 we arrived back at the airport and spoke with a ** who advised that Ms. ** had never put us in the system. When then asked to speak to the station manager. Mr. ** advised that the manager does not work on weekends. After explaining the circumstances Mr. ** was able to put us on the standby list as passengers 1 and 2. Mr. ** 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 ** usually has an attitude with customers along with **.
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 ** 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 conference as the preferred carrier. With the incompetence of Ms. ** and ** we ended up missing our flight as well as missed some prepaid events.
On Monday August 16, 2009 I complete an online complaint 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 JetBlue fails to respond to any correspondence. JetBlue has the worst customer service around.
ORLANDO, FLORIDA -- I was scheduled to depart Orlando, FL for Colombia, Colombia at 5 pm on May 6, 2009. The car I was traveling to the airport in was involved in an accident which caused me to get to the check in counter 30 minutes before The plane was supposed to depart. At the time I got in line there were 3 other passenger in the International Flights line also traveling to Colombia.
When I got in line a lady (a supervisor) said that the man in front of me was to be the last passenger to be checked in to the flight and that the flight was closed. I tried to explain the reason for my tardiness but she just said "Sorry!" I stayed in line and when the man in front of me was called in to the counter to be checked in, another customer service representative also called me to check me in. When the "supervisor" saw this she told the agent to not take me because the other person ahead of me was to be the last one (we were the last 2 passenger in line).
The agent that called me basically told her that I still could make my flight along with the other gentleman but she flat out said no and told him to put me on stand by for the next day's flight (there is only one flight a day from Orlando to Colombia). I told her that I would have to spend the next 24 hours in the airport if she did not allow me to board my flight as I had no place to stay in Orlando. And if I could not get on the next day's flight, that meant another 24 hours in the airport and who knew how many days I could spend trying to get on a stand by flight.
She couldn't care less; it was not her problem. The agent that was going to check me in apologized and felt terrible as he knew that I could have made my flight if the supervisor had not stopped him from checking me in. But it does not end here! I then asked the supervisor for her name so I could log a complaint and she just gave me her first name: **. I asked for her last name but she refused to give it to me and said she was the only ** in the Orlando operation.
I then asked another customer service representative for the name of the head honcho in the Orlando airport as I wanted to complain to him or her about being left stranded at the airport by **'s arbitrary decision. She said she could not help me and it was obvious to me that the customer service reps here in Orlando cover each other's behinds instead of doing is right by the paying customers. Needless to say, this is my last flight on JetBlue. And I don't think I will be singing the praises of this airline any time soon!
NYC, NEW YORK -- I worked at JetBlue JFK for two years and I can tell you that I won't even travel on the airline myself unless I can carry on my bags. The public view of the company doesn't not reflect the reality. The Pilots are highly professional and the mechanics sure know what the heck they are doing. But as far as baggage and customer service is concerned, there is much to be desired.
Bags get lost on connecting flights for several reasons and I will list them here for you. On connecting flights the bags are removed from the aircraft. In theory transfer bags should be loaded separately from destination (JFK) bags, but that isn't the case about 20% of the time. So what what happens, the bags are loaded with JFK bags and next thing you know they're on the carousel for JFK instead of being staged for the connecting flight.
If the plane is running late you can pretty much kiss your bag goodbye. It will be left at the ramp in which the plane arrived until a supervisor or someone who gives a hoot observes the bags out of place and notifies a manager.
Another thing that is important to note, a lot of the employees don't really care about your bags (not all I have observed many highly professional baggage handlers who are keen on making sure bags are not left on the ground). If the bag is properly handled, then it it sent to a staging area where transfer bags are supposed to be picked up for the flight, but again the concept is great on paper but you got to have people who care about their job.
So what happens here, about 30 minutes before a flight is to leave someone has to come over and ask for bags for their flight. If they don't the transfer agent has to contact the lead for the flight to pick up the bags. If communication breaks down the guess what the bags are still on the ground about 2 minutes before the flight leaves then what happens. The manager states to get the flight out without the transfer bags. And bada bing, the bags don't make the flight.
What you do have is a don't care attitude among the employees because they know their supervisors never have their back in any matter. I worked the transfer area and when I was there, we had improved the departments performance over 95% (mind you rain, snow sleet did not matter this was a 100% outdoor operation). However, because JetBlue is known for not taking care of the ramp staff (a bit racists maybe), a lot of staff just don't care about your bags period.
I can only talk about my shift which was PM and nights, I can't say much about day shift but on those days that I did work on day shift, I have observed guys sleeping in the baggage cart on top of the bags that had to make a flight. I have seen bags that were on a belt loader that needed to go to another gate. But when a person tries to do the right thing he/she gets shot down. Now they have a new terminal and hopefully things are better but we will see with time. Oh well happy jetting.