Business Profile

Airlines

JetBlue Airways Corporation

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for JetBlue Airways Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,886 total complaints in the last 3 years.
579 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/22/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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 on Friday May 16th from NYC, JFK Airport to Nashville Tennessee. Takeoff was supposed to be 11:13AM. Due to mechanical problems, as well as pilots timing out, we did not take off until 3:17pm. That was over 4 hours of sitting at the gate/runway. I called to complain and the person on the phone claims the delay was no more than 3 hours and will not give me credit, partial refund or anything. Over 4 hours
Business Response
Date: 05/23/2025
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 Answer
Date: 05/23/2025

Complaint: ********

I am rejecting this response because: I did contact JetBlue and they said that it was 3 hours and they will not compensate me. That is incorrect since the flight was supposed to depart at 11:15 and departed at 3:17.

Sincerely,

*** ********
Business Response
Date: 05/23/2025
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 Answer
Date: 05/28/2025

Complaint: ********

I am rejecting this response because: This is the same canned response from my last message. They clearly won't take action and copy and paste the same message for each of their responses. This is unnacceptable.

Sincerely,

*** ********
Initial Complaint
Date:05/20/2025
Type:Billing 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.
This happened on: I was charged 2 times for a checked bag fee that is free. It was only one bag anyway. I should have been free but they charged me 2 times. 5/5 - $45.00 5/5 -$45.00 Total $90.00 They are saying that it is not there issue that we ended up charged twice for a transaction that they said is free. They charged me twice for a bag fee that is free as per there policy. JetBlue is saying they can't fix it it's to late that we should have said something on the day it happened at the airport.
Business Response
Date: 05/21/2025
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
Initial Complaint
Date:05/19/2025
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.
Dates traveled: 5/9/2025 to 5/13/25 Flight #**** & Flight ****- Confirmation Code ****** I am writing to formally lodge a complaint regarding my recent flight #**** from NYC to PBI. I received an email cancelling my return and it was rescheduled for the day after our original scheduled return date.. This was not convenient as my husband and I had to return to work on 5/14. After speaking to an agent to change my flight back to 5/13, not only did the new take off time interfere with my afternoon plans before my original evening flight, but the airport was also changed from LGA to JFK which cost us an additional $70.00 for the taxi. According to a few emails and notifications on the evening of 5/9, our flight time was changed a few times from delayed and back to the original time then delayed about 40 minutes. We proceeded to the airport and arrived at LGA at 7:00pm unsure of the different changes at different times so we would be prepared and board the flight. Once at the airport, our flight was delayed due to an unassigned Pilot and we were delayed until 12:30am and we did not arrive at PBI airport until 3:30am. Not only did we spend 4 1/2 hours at LGA, but we also spent another 3 hours at PBI waiting for the rental car office to open at 7am. We spent that time sleeping on and off one of the chairs in the seating area. We arrived at the hotel room around 8:30am and slept most of the day due to the exhausting trip. We were left with only 2 days out of the 4 days planned. This situation caused us significant inconvenience as per the above explanation and various added expenses that we did not plan on. I am requesting appropriate compensation for this inconvenience. I hope you take this complaint seriously as my days off are valuable and this is not repeated to me or future passengers.
Business Response
Date: 05/19/2025
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 *********************************s.

Kind regards,

JetBlue
Initial Complaint
Date:05/18/2025
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.
Im writing to escalate a billing issue that caused significant inconvenience and a duplicate baggage charge during my recent flight with JetBlue.Flight Details:Flight Number: B61639 (JFK * SVD)Confirmation Number: DZHZFB Date: May 18, 2025 Passengers: ******* ************** Afrin Booked via: Priceline (Trip #***-041-305-17)Prepaid Baggage via Priceline: $198 (4 checked bags total)Charged Again at Airport: $120 at JetBlue kiosk for same bags Despite having paid for 4 checked bags through Priceline at the time of booking, JetBlues system failed to recognize the baggage allowance at check-in. I contacted Priceline the day before the flight and was told the matter would be escalatedbut by the time I arrived at ***, nothing had been resolved. At ***, there wasnt a Jetblue staff at the check in kiosk. And when I asked nearby agents for help no one could assist me. I was left with no option but to pay again for the same bags I had already paid for through Priceline. And additional $120.This is a clear fault in communication between Priceline and JetBlue, and it resulted in me being charged twice for the same baggage.I am requesting:A full refund of $120 paid at the JetBlue kiosk,Or clarification on who is responsible for the original $198 not being recognized, along with appropriate compensation.
Business Response
Date: 05/19/2025
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
Date:05/16/2025
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 on a flight back from *********** to ******, and I addressed suspicious activity and I was uncomfortable. We ended up having to stay a little over an hour in a very uncomfortable scenario.
Business Response
Date: 05/17/2025
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
Date:05/14/2025
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.
On a flight from RDU to Boston, my suitcase was damaged and covered in scratches and black marks. There was also a broken off piece. It obviously was mishandled. There was a line at the office for baggage that hadn’t moved at all. I took a photo and called JetBlue to report this issue. They offered me $150. I said no because my suitcase cost much more than this. So I submitted a claim that included my paid receipt for the luggage which was $380 for that piece and a carry on. It was just one year old and gently used. They tried to tell me that it was wear and tear. I’m upset they destroyed my suitcase and had the audacity to say it was wear and tear
Business Response
Date: 05/14/2025
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
Initial Complaint
Date:05/12/2025
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 paid for upgraded seats for my husband and me the day we flew from Boston to San Francisco on 5/5/2025 at 8:19 PM, arriving in San Francisco at 12:05 AM on May 6th on JetBlue Airways flight 333, confirmation number HQXVFX. We had an over two-hour delay and didn't leave until around 10:00 PM Boston time, arriving in San Francisco at around 1:30 AM. Thirty minutes into the flight, the crew let passengers sit wherever they wanted. A couple then sat in the empty row of seats in front of us; they were visibly ill (coughing, sneezing, and wiping their runny noses). I was so upset I had to cover my face with my shirt. I think it is unprofessional to charge some people for upgraded seats and then let sick people sit right in front of those who paid. Now, three days later, my husband is ill with the same symptoms as the people who sat in front of us and didn't pay for their seats. I want my $90.00 back for the seats. This is not right to let people move just cuz the plane isn't full. When other people paid for the seat upgrade.
Business Response
Date: 05/13/2025
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 Answer
Date: 05/13/2025

Complaint: ********

I am rejecting this response because:

Sincerely,

********* ******
Initial Complaint
Date:05/12/2025
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.
On May 9th of 2025 my family and I experience an extended delay at Orlando International Airport. Our flight was flight 2984 going to JFK airport. Our flight was originally scheduled to depart at 3:50pm and we did not board our plane till 11 pm. During this time Jetblue and their team members failed to notify us the reason for our delay. Even so one of their representative got on the loud speaker twice to say that the flight was delayed, had no gate and that after that she made these announcements they will not be answering questions because they will leave their positions. After multiple attempts to get information from different members of their”crew” we came to the conclusion that nobody had a handle on the situation at hand and Noone was able to provide information due to that. To the point that the airport monitors had a gate designated to the flight and they were not aware of it. After moving all the way a cross from one side of the terminal and arriving at the gate specified on the monitor. We Fi d a neglectful employee that had no valuebale information to provide as if all the passengers were a bother to her for questioning the reason for this delay. We board our flight around 10:30-10:50 to then sit on the tarmac for about an hour due to some other reason.. Me and my family arrived at our destination around 2:30 am and didnt make it to our hotel till 4am, about 8 hours later than scheduled. having lost basically a day worth of our trip due to Jetblues negligence on informing us about the reason for the delay and also offering us no way to make up this time. O. Saturday, we contacted the airline to express our discontent with the situation we had and at no point were we offered a solution to make this right. At all times it was all a game of we can’t do anything for you. After trying multiple times both with english speaking and spanish speaking” crew” members. No one offered a valid recourse to make this right.
Business Response
Date: 05/13/2025
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
Date:05/12/2025
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 had a flight (927921794850154) from LGA to PBI on 05/09. The flight was to take off at 8:55pm, it did not take off until 1:00am on 05/10. I fly with the airline every week and lately their delays are getting worse, they place all type of excuses but ultimately they blame it on waiting for the pilots....how can you post a flight if you do not have the pilots?. I contacted JetBlue both by e-chat and by phone, they did not admit to their wrongdoing either time, always excuses but this last time it disrupted my schedule completely arriving at my destination at the early hours of the morning. I know that JetBlue posts that in case of flight delays they allow a refund of $75.00 if the wait is longer than 3 hours while on the plane and if longer than 4 hours while waiting to board, this exceeded those limits, I want my refund as posted.
Business Response
Date: 05/13/2025
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
Date:05/12/2025
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 simply need to move my ticket from 05/28/25 to 05/27/25 for a funeral. JetBlue customer service refused to help me. They are trying to scam me $100 to move my ticket one day. I just want to move my ticket so I can be with my family.
Business Response
Date: 05/12/2025
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

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JetBlue Airways Corporation is NOT a BBB Accredited Business.