ComplaintsforJetBlue Airways Corporation

Airlines

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate that this business has a pattern of complaints concerning the business' ticket-credit system used to rebook flights, flights being canceled due to supposed staff shortages, and trouble getting in contact with the company. Specifically, consumers allege that when their flights are canceled, they are left stranded without recourse for getting to their destination in a timely manner, and wait times for a customer representative is up to two hours. In addition, consumers are also alleging when flights are canceled multiple times, they receive the credits, but the credits are partial and don't cover the amount initially paid.

On 10/12/2022, BBB submitted a written request to the company encouraging them to address the pattern of complaints. Jet Blue responded to say their customer service commitments were clarified with DOT's new airline dashboard, including "commitments to rebook customers and provide accommodations in circumstances prompted by controllable delays and cancellations," available online at https://www.jetblue.com/legal/customer-service-plan

The company also referenced Omicron and weather disruptions through the year causing air traffic control constraints along with staffing issues, claiming they have record levels of staffing and have made investments to increase their completion factor.

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Initial Complaint
07/14/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On July 14, 2024 I received information that the time on my flight ****** was changed from 12:00pm to 9:00am. I will be disembarking from a cruise ship and unable to make the 9:00am flight. Jet Blue is refusing to allow Travelocity to make the change. Jet Blue web page does not show the **** 9/15/24 so I can't change the flight on their web page. The only way I can change the flight is with an Jet Blue agent and a charge of $50. I want the flight changed without charge as Jet Blue has made it impossible to make the change with Travelocity or their web page.
Business response
07/14/2024
Hello,
Although the Better Business Bureau (BBB) does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we've reviewed the complaint you've filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at **********************************.
Kind regards,
JetBlue

Customer response
07/14/2024

Complaint: ********

I am rejecting this response because:the link goes to **********************************.Oops!
Jet Blue changed my reservation from 12 noon to 9 am 9/15/24. I am departing from a cruise ship and cannot make the 9am flight.
I used the link provided and got the following message. "The page you’re trying to visit is unavailable, but we have plenty of other pages on jetblue.com worth exploring!"
The link is unavailable therefor the link provided is worthless.
1. Allow Expedia to change my my reservation Passenger(s): *****/****
Expedia Itinerary Number: **************
JetBlue Airways Confirmation Code: ******
Expedia Confirmation Code: ****** to flight **** leaving at 5:07pm 5/15/24
2. or have Jet Blue web page allow me to make the the change to flight **** on 5/15/24 without charge
3. or have Jet Blue make the change to flight **** on 9/15/24 for me without charge.
Sincerely

**** *****
Business response
07/15/2024
Hello,??

Although the Better Business Bureau (BBB) does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we've reviewed the complaint you've filed through their Online Complaint System.?

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at?**********************************.??

Kind regards,??

JetBlue
Initial Complaint
07/12/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I was to receive a flight refund in the amount of $629.40 on 06/05/24 under confirmation code SHLREE. To date, the refund has not been received. I verified with my bank the funds have not been received, even providing the transaction umber provided by JetBlue and have spoken with a JetBlue representative on four different occasions to have this resolved with no success.
Business response
07/13/2024
Hello,

Although the Better Business Bureau does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we've reviewed the complaint you've filed through their Online Complaint System.

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at **********************************.

Kind regards,

JetBlue
Customer response
07/13/2024

Complaint: ********

I am rejecting this response because there is no new information provided and the issue remains unresolved. I have contacted JetBlue multiple times over the last month and still have not received the refund.

Sincerely,

*********** *********
Business response
07/15/2024
Hello,??

Although the Better Business Bureau (BBB) does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we've reviewed the complaint you've filed through their Online Complaint System.?

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at?**********************************.??

Kind regards,??

JetBlue
Initial Complaint
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
My fiance and I booked flights with JetBlue for our honeymoon on March 2, 2024. We are traveling from Boston to Montego Bay, Jamaica via New York, departing on August 19 and returning on August 28. We paid $1,154.70 for our tickets. Since then, JetBlue has changed the itinerary four times with the end result being that, on the departure, we leave an hour earlier and arrive an hour later and, on the return trip, depart two hours earlier while arriving only 15 minutes earlier. This reduces the length of our vacation, causes logistical issues, and obviously reduces the value of the service. If we had known about these changes, we would likely have booked other flights. According the JetBlue's website, the only restitution we are entitled to is changing flights or receiving a credit that expires in a year. This does not resolve the issue. We want an appropriate reduction in the fare returned on the credit card we used to make the purchase. Finally, it's worth noting that when I went to "manage trip" on JetBlue's website upon learning of the most recent change to the itinerary, I got the following error message: "Due to application internal server error your transaction was not fully processed. Please contact us for assistance. (EC000169)"
Business response
07/10/2024
Hello,
Although the Better Business Bureau (BBB) does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we've reviewed the complaint you've filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at **********************************.
Kind regards,
JetBlue

Customer response
07/12/2024

Complaint: ********

I am rejecting this response because:
It is essentially no response at all. They did not address any of the specifics of my issue, merely dismissing it with boilerplate language.

Sincerely,

*********** ******
Business response
07/12/2024

Hello,??

Although the Better Business Bureau (BBB) does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we've reviewed the complaint you've filed through their Online Complaint System.?

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at?**********************************.??

Kind regards,??

JetBlue
Customer response
07/15/2024

Complaint: ********

I am rejecting this response because you just cut and pasted the same boilerplate language I rejected last week. You clearly have not had a human review this, nor have you addressed my concern in any meaningful way.

Sincerely,

*********** ******
Initial Complaint
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Hi, I had a family emergency. My grandfather who lived in Dominican Republic passed away. As you can imagine, we rushed to get flights to make it to the funeral. Not knowing how long I needed or what the process is in a foreign country, I booked a one-way trip so that I could figure it out after I land. During my boarding with JetBlue from EWR I was called to "verify documents" which the staff did through my passport but then required me to provide proof of return, forcing me to buy a return flight 5 mins before boarding - risking me missing my flight and not be able to say my goodbyes to my grandfather. I booked a flight right then and there for Sunday but that day no longer works, and I had to cancel. The agent in the front dest terminal had told me I could cancel within 24 hours if that didn't work what they failed to tell me is that there's a $100 fee to cancel within 7 days. Not only did I have to spent $800+ for a one way ticket, I was forced to buy a return ticket with 5 mins to board and on top of that I'm down $100 extra on the fees that Jetblue failed to tell me about. Also, their system apparently crashed and my insurance purchase did not go through. I'd like to break even with the money I spent - this is a horrible experience. Cancelled flight: Flight confirmation: ****** Scheduled for July 14 3:10am
Business response
07/09/2024
Hello,

Although the Better Business Bureau does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we've reviewed the complaint you've filed through their Online Complaint System.

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at **********************************.

Kind regards,

JetBlue
Customer response
07/09/2024

Complaint: ********

I am rejecting this response because: I already tried contacting JetBlue direct and did not resolve my problem. I don’t think the adjustments are fair due to the circumstances and how JetBlue handled the situation.

Sincerely,

***** *****
Business response
07/09/2024
Hello,
Although the Better Business Bureau (BBB) does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we've reviewed the complaint you've filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at **********************************.
Kind regards,
JetBlue
Initial Complaint
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My flight with Jetblue was scheduled on 6/23/24 at 11:59pm from *********, and will land o 6/24/24 at 8:05am at ***. My flight was delayed until 6/24/24 at 9:30am and did not get to *** until after 5pm. The reason i booked this flight was so that I could go to work but I was not able to due to the delay. I spoke with Jetblue regarding this delay for any kind of reimbursement for missing work but they declined.
Business response
07/09/2024
Hello,

Although the Better Business Bureau does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. *****), we've reviewed the complaint you've filed through their Online Complaint System.

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at *******************************************************;

Kind regards,

JetBlue
Initial Complaint
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Purchased flights way in advance. Flight leaving to Puerto Rico was delayed but received a response from JetBlue that it doesn’t matter because it was 34 min. My flight coming back from Puerto Rico was delayed over 5 times. I missed work! And jet blue responded to my concern it was due to weather and that was not was told to us by the pilot! This is unacceptable and the anxiety JetBlue caused all around! A simple we cannot do anything is unacceptable!
Business response
07/09/2024
Hello,

Although the Better Business Bureau does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we've reviewed the complaint you've filed through their Online Complaint System.

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at **********************************.

Kind regards,

JetBlue
Customer response
07/10/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

****** *****

i have already reached out to JetBlue just seems like you all are just washing your hands and passing the buck. The anxiety you caused is unacceptable!
Business response
07/10/2024
Hello,
Although the Better Business Bureau (BBB) does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we've reviewed the complaint you've filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at **********************************.
Kind regards,
JetBlue
Initial Complaint
07/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
JetBlue left me and 2 young girls stranded in *************. They cancelled our flight, did not help us find another flight, and wont pay for any expenses accrued because if their negligence. Furthermore, they have been very hard to get a hold of to respond to the problem.
Business response
07/05/2024
Hello,

Although the Better Business Bureau does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. *****), we've reviewed the complaint you've filed through their Online Complaint System.

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at *******************************************************;

Kind regards,

JetBlue
Initial Complaint
07/03/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I called JetBlue on 7/3/24 to have reservations merged regarding one family and the represent Jolisa did not comprehend what I was asking. I want a corporate representative to assist me to get this simple task done. Every airline can merge reservations. It is quite rude and upsetting that I can’t be assisted like any other customer deserves.
Business response
07/03/2024
Hello,

Although the Better Business Bureau does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we've reviewed the complaint you've filed through their Online Complaint System.

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at **********************************.

Kind regards,

JetBlue
Customer response
07/03/2024

Complaint: ********

I am rejecting this response because:

I want a representative of JetBlue to contact me to assist me.

Sincerely,

******** *****
Business response
07/03/2024
Hello,

Although the Better Business Bureau does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we've reviewed the complaint you've filed through their Online Complaint System.

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at **********************************.

Kind regards,

JetBlue
Customer response
07/08/2024

Complaint: ********

I am rejecting this response because:

where is their response? JetBlue needs to call me and if they should not reach me leave a message and I will return their phone call. Discusting that JetBlue can not answer a simple complaint
Sincerely,

******** *****
Business response
07/08/2024
Hello,
Although the Better Business Bureau (BBB) does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we've reviewed the complaint you've filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at **********************************.
Kind regards,
JetBlue
Initial Complaint
07/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have a flight for NY from *** today but it was cancelled due to hurricane. I contacted JetBlue for assistance the earliest flight I can be put on is Sunday 5 days later. I asked JetBlue for assistance with the hotel as we have no more money to stay for 5 days and they stated they wont help as this is a weather issue not from them. The airports are closed and we have no where to stay and jet blue doesnt care. This is ridiculous Ill only fly delta from now on they know how to treat paying customers
Business response
07/03/2024
Hello,

Although the Better Business Bureau does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. *****), we've reviewed the complaint you've filed through their Online Complaint System.

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at *******************************************************;

Kind regards,

JetBlue
Initial Complaint
07/02/2024
Complaint Type:
Product Issues
Status:
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.
On June 29th, I flew from ****** to ****** on JetBlue airlines. While they clearly market that part of what you get when you fly with them is in-flight TV service, my tv at my seat in 29B on flight 1621 was broken for the entire 6 hour, 50 minute flight.The flight attendant said that I should call when I land to receive a travel voucher. I did that and customer service said that ********************** no longer compensates customers for broken tvs.I think that they should not be allowed to promote the tvs in marketing if they arent going to deliver that service. There are a number of other airlines we could have chosen and would have made a different choice if we knew they werent going to provide me with the inflight entertainment for a long flight that they promised. My round trip ticket was $1710! Disgraceful treatment and false advertising.
Business response
07/03/2024
Hello,

Although the Better Business Bureau does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. *****), we've reviewed the complaint you've filed through their Online Complaint System.

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at *******************************************************;

Kind regards,

JetBlue

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