Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was removed from a plane and the flight was diverted as one attendant (*******) stated my dog was aggressive. This was not the case at all. Not one person on the flight complained. Animal control and the police were called and waiting on the tarmac. Animal control left within 2 minutes. The police helped me get my luggage, fed my dog, and took me to rent a car. So nothing was done at all.

  Business Response

  Date: 02/05/2025

  Mr. ****** was traveling with his dog from ***************, **, to ************, **, when the flight attendant was alerted mid-flight that the dog had slipped its collar and, during an attempt to secure it, snapped/bit its owner. The dog exhibited disruptive behavior by barking and was not effectively controlled. The flight attendant repeatedly communicated her concerns to the pilots regarding the safety of both the crew and other customers. As a result, the decision was made to divert the flight to ******* Mr. ****** and his dog. He was issued a full refund of $1,178.00 for the flight. Additionally, reports from other customers expressed appreciation for the removal of the dog.

  Customer Answer

  Date: 02/05/2025

  I do not accept this response. At no time did any past complained about my dog. My dog has traveled on that airline prior to this with no issue. The dog was not aggressive and did not bite anyone. The flight attendant stated she was scared of my dog as I boarded the plane. She asked me to tie the dog to the seat. Possibly because I did The seat She complained about me. But no one on the plane did. As a matter of fact, the other passengers apologized to me as I was removed from the plane as well as the police department apologized to me for having to deal with such a situation. Because the facts that they disclose are so false, I plan to pursue this situation and take legal matters.

  Customer Answer

  Date: 02/10/2025

  My dog is a support pet

  and JSX attempted to separate us by diverting a plane, and having animal control attempt to take the pet.

  Customer Answer

  Date: 02/19/2025

  I am rejecting this response because:   I do not accept this response. At no time did any past complained about my dog. My dog has traveled on that airline prior to this with no issue. The dog was not aggressive and did not bite anyone. The flight attendant stated she was scared of my dog as I boarded the plane. She asked me to tie the dog to the seat. Possibly because I did The seat She complained about me. But no one on the plane did. As a matter of fact, the other passengers apologized to me as I was removed from the plane as well as the police department apologized to me for having to deal with such a situation. Because the facts that they disclose are so false, I plan to pursue this situation and take legal matters.

  Business Response

  Date: 03/28/2025

  Following the flight, we received multiple complaints through our post-flight survey from customers who expressed concern both during and after the incident. While he may have observed that other customers were unaffected, our feedback indicates otherwise. Our crewmembers are trained and empowered to make judgment calls when a situation impacts the safety and well-being of both our crew and customers onboard. Based on our findings and the reports received, we must stand firm in our assessment that the dog exhibited aggressive behavior, and the flight diversion was necessary to ensure the safety of everyone onboard.

  Customer Answer

  Date: 03/31/2025

  I am rejecting this response because:   
  
  Its not true.  No one complained.  The only person to complain was the flight attendant.  If thats true, please provide the proof.. I spoke with the passengers.  They apologized to me.  And the two people sitting next to me thought it was absolutely ridiculous.   
  your airline *****.  And you lie about situations.  

  Business Response

  Date: 04/03/2025

  We stand by our decision and consider the matter closed. 

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a flight for myself and a friend for a birthday trip where I would fly from ******* to ****** and then me and the friend would take a JSX flight from ****** to a spa resort in ****, ********** round trip. The flight times have been changed over 3 times and when I called months in advance to cancel the flights and get a full refund for the $1096.00 I was told I could not get a refund but flight credits that I did not want because the company only has flights to limited places. I have visited the ********************************* (which I will be also filing a compliant with) site and it states that in April of 2024 the *** rule was created for all airlines that they must refund trravelers payments due to the "significant changes section" of said rule which I qualify for. I was told over the phone that they will not provide a refund but only flight credits which I wanted to dispute considering this would be equal to this company not following the rules of the law at this point. Over a thousand dollars is a lot of money but I was paying for what I thought would be a great experience only to be out of the money and no flight. I would like a full refund of my money in the payment form originally used

  Business Response

  Date: 01/21/2025

   

  To whom is my concern, 

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration caused by the multiple schedule changes and the handling of your refund request.

  After reviewing the details of this case, we acknowledge that the customer qualifies for a full refund. As a result, a full refund of $1,096.00 has been processed to the original form of payment. Please allow up to 7 business days for the refund to reflect in the customers account, depending on their financial institution.
  

  To ensure that situations like this are handled appropriately in the future, we will be providing our team with additional training and coaching to align with both internal policies and DOT regulations.
  

  We sincerely appreciate the customer's patience and feedback as it allows us to improve

  Customer Answer

  Date: 01/21/2025

  I have reviewed the business response and accept this resolution. They have provided a full refund to me in the amount that I paid back to the form of payment I originally used. Thank you!

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to complain about JSX Airlines. On May 27th, I cancelled my flight (XE 1111, confirmation T6NLMN) due to safety concerns following a news report about a JSX flight's landing gear collapsing at ********************. This incident has made me feel that flying with JSX is unsafe.I requested a refund, but JSX only offered a flight credit and has not followed up on my complaint about a rude customer service representative. Despite being told a supervisor would contact me, I have received no communication.Holding my flight credit against my wishes is unfair and feels akin to theft. I seek your assistance in obtaining a full refund for my cancelled flight.Flight Number: XE 1111 Confirmation Number: T6NLMN Date of Booking: May 25, 2024 Date of Cancellation: May 27, 2024

  Business Response

  Date: 05/31/2024

  To whom is *** concern. 

  Ms. ********* purchased a Hop On Fare which is non-refundable after 24 hours of purchase. As a courtesy we did waive the cancellation fee of $50 so she would receive a full credit for for future travel with JSX that will expire on May 24, 2025. This ticket is also transferrable. 

  I have also included a link to our refund and cancellation polices. ******************************************************

  Regards, 

• Initial Complaint

  Date:05/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Disappointing Experience with JSX - Safety Concerns and Uninformed Cancellation Fee Complaint Details:Business Name:Complaint:I have been a frequent flyer with JSX and have generally enjoyed my travels with them. However, on a recent trip from ******* to ******, the aircraft experienced landing gear issues upon arrival, which made news headlines. This incident severely shook my confidence in the safety of JSXs aircraft, particularly their smaller planes. (Although, we were not flying on the plane that experienced the issues) Due to these safety concerns, my family and I decided to cancel our upcoming trip to ********** and opted to drive instead. When we contacted JSX to express our concerns and cancel the flight, the representative did not inform us about a $200 cancellation fee. We only discovered this fee after the cancellation was processed. Had we been aware of this charge, we might have reconsidered our decision to cancel.JSX Booking Confirmed - F7KCYW - LAS-CLD

  Business Response

  Date: 05/30/2024

  We acknowledge that this customer canceled their reservation due to feeling unsafe flying with us. Our agent processed the cancellation and provided a flight credit as the fare purchased was nonrefundable. As a one-time courtesy, we issued a refund to the original form of payment for the flights. Initially, the cancellation fees were not refunded due to the nonrefundable nature of the fare. However, the customer was fully refunded on the day of their request. 

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 7th, I purchased a flight via JSX from ******* to Rocky ******** airport. I have flown JSX many times and am aware that you cannot bring any carry on luggage, but the sole reason I have flown with them is because they have assured me they would wrap and treat my valuable Louis ******* luggage with care. When I checked my bags at ***************, I asked them to be wrapped in plastic. When I arrived in Colorado, it was pouring rain. I was the last to exit the plane, and found my Louis ******* duffel bag unwrapped, sitting outside on the ground in a puddle in the pouring rain. The leather is completely ruined. I am aware of the policy of filing a claim with them, so I immediately went to the front desk to show them the damage. I was brushed off by their front desk attendant and given their customer support number. I have called and emailed over 20 times during the past month, and have not received a response. **** from customer support filed an escalation for a response on August 1st, and I still have yet to hear back. The damage done to my bag is irreversible and is entirely due to their negligence. They have since decided to ban me from flying with them, but will not respond to my claim about my property that they ruined. The cost of the bag is $2500 to replace.

• Initial Complaint

  Date:04/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight was scheduled to leave at 6:50pm did not leave until AFTER 10 pm and caused me to miss my international connecting flights which I then had to book a last-minute hotel accommodation at my own expense while I frantically tried to re-book my international flights. The customer service representative said I would be reimbursed for my unexpected expenses I accumulated through no fault of my own only for them to renege at the last minute after telling me already when to expect the check.

  Business Response

  Date: 04/28/2023

  To whom it may concern, 

  ****************** was on JSX flight XE-324 that was booked through JetBlue from ********* to *** Angeles, which was delayed 2.5 hours due weather that caused to aircraft to arrive late in *********. This is a uncontrollable delay which we do not compensate for.

  But, due to the miscommunication, ****************** was compensated $300.00 in future travel credit. 

  Customer Answer

  Date: 04/28/2023

  The flight was NOT DELAYED 2.5 HOURS IT WAS DELAYED 4 HOURS AND I MISSED MY 10PM FLIGHT. Your representative acknowledged the ACTUAL TAKE OFF TIME and offered compensation to which I REJECTED I DO NOT WANT STORE CREDIT as I do not trust this company to align with my travel plans with their unpredictable take off times . I requested that I be reimbursed for the hotel I had to book last minute at my own expense and beg my INTERNATIONAL airline to rebook as I was flying from ***** to ********** all the way to the ************** . I request they reimburse me the hotel expense as originally discussed 

  Customer Answer

  Date: 05/01/2023

  I am rejecting this response because:   

  The flight was NOT DELAYED 2.5 HOURS IT WAS DELAYED 4 HOURS AND I MISSED MY 10PM FLIGHT. Your representative acknowledged the ACTUAL TAKE OFF TIME and offered compensation to which I REJECTED I DO NOT WANT STORE CREDIT as I do not trust this company to align with my travel plans with their unpredictable take off times . I requested that I be reimbursed for the hotel I had to book last minute at my own expense and beg my INTERNATIONAL airline to rebook as I was flying from ***** to ********** all the way to the ************** . I request they reimburse me the hotel expense as originally discussed 

  Business Response

  Date: 05/11/2023

  To Whom It May ********************************** has been sent out again to ******************, regarding this matter. Our initial decision stands and reimbursement will not be offered due to the uncontrollable delay. Due to the miscommunication, ****************** was compensated $300.00 in future travel credit.   

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I fly JSX regularly. I moved to the Oakland area in July 2022. In the seven months here, Oakland flights have NEVER-seriously-NEVER left on time. I regularly waste hours here. Perhaps you should change your flight schedule to reflect the true schedule? Just adjust it to reflect the true times. I'm begging you. At no other JSX site does this happen. ******* ********* I flew Oakland to Burbank, Burbank to Reno, Reno to Burbank, and now Burbank to Oakland* ********** When I booked my flights-over $1000 worth-I checked "wheelchair assistance (cannot climb stairs). Oakland to Burbank: I had to climb stairs which left me in terrific pain and in tears. Burbank: they had to race to get a ramp because none was ready. It took two days of terrific pain to feel well again from taking the stairs in Oakland. Reno to Burbank: explained I needed a ramp; they were unaware (!) Landed in Burbank, where they should be aware and they had stairs. I had to wait in the heating plane while everyone but me got off the stairs and then they pulled up a huge ramp just for me. I was embarrassed and angry at all of it. Burbank to Oakland: I actually had a staff member argue with me that I checked wheelchair, saying nothing about stairs. I explained the app gives me two choices. She said that wasn't true. There is also no handicapped line at any of these hangars, and no place to sit while waiting in line. It's bad enough you're NEVER on time-by HOURS-but ignoring or mistreating the handicapped is beyond not okay. I would someone with supervisory authority to call me: (***) ********. Now I find that my ******* luggage was broken by your handlers. I've already dealt with countless delays and the complete disregard of the ADA requirements for airlines. Now you've busted my luggage and I'm told you have absolved yourselves of all liability? REALLY? You should be ashamed of yourselves. As before, I expect a supervisor to call me asap. ***-******** ******* *********

• Initial Complaint

  Date:11/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was not able to fly with JSX with the tickets I booked due to the Oakland staff's inappropriate behavior and would like to a full reimbursement due to your inappropriate, inconsistent practices. The day of my flight out of Oakland, my dog was very stressed and had an accident as I was checking in. The staff that day was kind and understanding and told me I could come back the next day to take the same flight, so that's what I did. (I was not given a new ticket or reservation or confirmation.) The next day, when I arrived at the check-in area juggling my multiple luggage bags and my dog, the new staff (a white man) refused to check me in telling me I was too late, then proceeded to make commentary, and then told me I had to step aside while he helped the next customer in line, a white man. With me waiting a few feet away, the same staff member then refused to check in that next (white man) customer for my same flight. The customer objected, saying that he'd checked in with far less time before his flight before and it hadn't been an issue but this gate agent refused and denied him check-in as well. Clearly the time wasn't the issue; the gate agent seemed to be on a power trip. However, different from me, the gate agent immediately spent the time to rebook him. After that customer had left with his new ticket, the agent continued to make commentary with other staff while I spent about 10 minutes waiting and he did not help me. Eventually he said he would look into alternative flights, but then he told me instead of one layover I would need to take one connection plus a layover. It wasn't ideal but I acknowledge that JSX doesn't have that many options to Dallas. But by the time he did that, he said that it was too late for the alternatives, and my ticket wasn't valid anymore because I was too late a second day in a row so at that point I had to buy multiple new tickets. Then, he walked away. He walked away! I asked the other staff member there about getting rebooked and she told me I should work with the first staff member. Again, neither staff member was interested in helping me, the customer. When the first staff member did not come back, she reluctantly decided to help me. I asked for the price of the new tickets. After another 5-10 minutes, and being passed to another staff member, I got an answer that didn't match the price I had pulled up online while she'd been working at the computer and I asked why. I was met with dismissiveness and told I could call Customer Service. She was not going to answer my question. So, I did call. I stepped outside to make the call (carrying out all my luggage and my dog) the person I spoke to on the phone was far more pleasant and found the price I'd seen online. When I went back to say I was able to book with Customer Service on the phone, they yet again told me I still could not fly. This time because of my dog. The staff gave me the runaround and ultimately had unofficially decided on their own not to let me fly no matter what. In fact, the ultimate condescending move was when the first staff person (the white man) told me I should look into SOUTHWEST AIRLINES. I did not buy tickets for thousands of dollars on JSX for this type of inappropriate treatment. If the Oakland staff has certain unwritten requirements for who they choose to serve and who they choose to help, then I would not have wasted my time and money on JSX. I'd like a refund for the time and money I spent on JSX tickets that I was unable to use due to Oakland staff treating me with inappropriately and inconsistently with other customers.

  Business Response

  Date: 04/07/2023

  To Whom It May ********************************** letter is in response to a complaint filed by **************************** 

  
  **************** had a reservation to travel on our air carrier with a pet. During the course of her interactions with our staff, her pet acted in an aggressive manner towards them, posing a safety risk and as a result, a decision was made to deny boarding. 
  
  
  Safety will always be our top priority when it comes to our crewmembers and customers. We want our staff to feel safe in their work environment and if that sense of safety is altered due to customer and/or pet behavior, we reserve the right to refuse travel. 
  
  
  A refund was issued to **************** for the flight that was not taken. A response with our decision was sent to her as well. 
  
  
  Please let us know if we can be of any further assistance. 
  
  
  Regards, 

  April

  Customer Support Team Lead