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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We are traveling in October to board a cruise in ******. We purchased our airline tickets thru JetBlue, paid for luggage and seats LONG time ago to avoid extra stress to our vacation. And that's exactly what didn't happen. Our reservation had been changed more than 5 times. Each time, canceling baggage and seats payments and now getting charged more for each of them. They are making these changes, send email "notifying" us about it, and immediately a second email saying that our baggage and seats had been cancelled for lack of payment. When we call them back, they reserved the seats and charged for the baggage again. Allegedly, they refunded the original payment for $140 (which we have not seen in our card yet), but now charging $200 for the same service! So...that means that everytime they decide to change our reservation from now to October we are going to get ripoff with these extra charges?Business response
08/10/2024
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,
JetBlueCustomer response
08/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** CodeInitial Complaint
08/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On August 1st, 2024, My Flight going to ******* was good, but the return flight was a disaster. On August 6th, 2024, my return flight form Kingston Jamaica got off to a late start when the flight was ready for boarding it was announced that the airplane has mechanical issues. This kind of information should not have been on the loudspeakers, after the flight left the gate, the pilot had to return to the gate because of burning oil smell after the issues were resolved the flight took off. After the airplane was in the air for at least 2 hours the pilot made an announcement that the airplane cannot land at ***********, the pilot circle in the air twice then another announcement come in that the airplane will be landing in ****** for refueling, we were in the plane at the gate for at least half of an hour, then we were told that our flight has been cancelled. We were left at ****** not knowing anything about a return flight home. I return home a day after my original date. Today August 8th I contacted JetBlue, and I was speaking with a rep after holding for 45 minuets, she put me on hold and after telling her the ordeal that I experienced and never came back on the call. I am so disappointed with this airline.Business response
08/09/2024
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. *****), 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,??
JetBlueInitial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I flew into ****** 7/30 no problems was ready to come home 8/4 party of 7 Flight was cancelled when we arrived at the airport. Next available 2 days out - no help with another hotel or transportation thank god for am star and RIU hotels taking us back as we were in a foreign county and didnt know what to do. Came back on 8/6 cancelled again flight to jfk. They didnt even rebook us this time. I had to book with United for 1665 for 5 people as they sent two of the party to ****** then to Philly - (Philly flight was canceled had to get a ride from ****** to **) another day no help with transportation or hotel from jet blue just sorry we dont have any flights. I was abandoned and traumatized by the airline. Called customer service to ask for refund for 5 for return flight at first they were refunding 498 then was put on hold price changed to 298 was put on hold then price was 177 for return flight from can to *** ( according to jet blue that is the price of a ticket) that is not the amount we paid for the airfare. And keep in mind the ************** closes at 11 pm to 3 am dailySo 1855 for 7 people to go back to hotel for two days then second cancellation 408 for the *******************. I believe the least the company can do is refund 1/2 of the original ticket price since the did not offer to rebook and complete the services we paid for.Business response
08/08/2024
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. *****), 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,??
JetBlueCustomer response
08/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Jet Blue customer service resolution when called was to honor the refund of ****** per person plus the ***** check bag fee as per Jet Blue customer service stated. They said refund would be 7-10 business days onto credit card on file.
Sincerely,
*****************Initial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I needed to book a flight for a trip in November 2024. I checked my JetBlue app while comparing flight information and pricing. In the process of booking, a credit that I received from a cancelled flight last year was applied. I was quoted a price on the app that included the credit from last year. I decided to proceed with booking even though I have had terrible experiences with Jet Blue in the past. The deal was just too good to pass up. After booking the flight, I received email confirmation and discovered that my debit card was charged for the full ticket price. I reached out to JetBlue for resolution and after waiting literally hours in queue for support was informed that my credit expired on 7/12/24 and there was no way to get it reinstated. I would never have booked the fight if I was not offered the credit.Business response
08/07/2024
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,
JetBlueInitial Complaint
08/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am in the middle of the most appalling experience I have ever had dealing with a flight. I booked a ticket for my girlfriend to fly back from *** to *** after spending time with my family. The flight was cancelled, and all passengers were sent away from the service desk. She was told to wait for an email to rebook or try the app. hey told her she should drive to ******* or ********, and asked if she knew anyone in the area. The app is down. The wait on the phone was 452 minutes, nearly eight hours. They have disconnected our calls to the help desk several times. How is this possible? How can this be the standard of service for such a major purchase? The kicker was the automated message asking for a $25 fee to rebook a flight. Delays happen, thats understandable, but refusing to rebook in person, directing us to an app with an outage, being unavailable to help in person and telling someone to travel to a different country for service is a truly ridiculous series of suggestions. I have never in my life felt as wronged as I am right now. I believe they should be investigated for fraud, as it seems like they are stealing from American consumers and refusing to compensate them. I will never, under any circumstances, consider Jet Blue for travel. Please look into their business practices and help protect the consumer.Business response
08/04/2024
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. *****), 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,
JetBlueInitial Complaint
08/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Jetblue committed fraud that cost me $1800. They cancelled my and my son's flight after having me sit on the plane for almost 4 hours. Then they told me to call their customer support number to be booked on the next available flight. There were flights available TWO DAYS LATER, but they told me to NOT book those flights and instead to wait for them. They put me on hold for 2.5 HOURS, and by the time they got to me the available customer support representative "****," ALL THE FLIGHTS 2 DAYS OUT WERE FULL. They said they best they could do was put me on a flight 3 DAYS LATER, and my child and I would fly separately. I would lose 2 days of work. When I asked for them to cover the cost of a hotel, they said NO. When I asked for them to provide a travel voucher, they said NO. I escalated to "*******," but he also said NO. He said had the flight been delayed, they would have paid for my hotel and a voucher. But because my flight was cancelled and they couldn't find me a new flight for 3 DAYS, they would DENY me both the hotel and voucher. This is absurd and criminal. They delayed me by 3 DAYS and refused to give me any reimbursement for me and my child's hotel room ($200 per night) or reimbursement for the cost of a replacement flight. Waiting 3 days when there were flights available earlier is represensible.I demand that I receive at least compensation for housing and a modest travel voucher. That's all I asked for and ********************* refused.Business response
08/04/2024
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. *****), 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,
JetBlueInitial Complaint
08/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Family and I have a reservation on Jetblue from ***** to ****** on August 5th. Tropical storm and maybe a weak Hurricane was going to hit ***** area from late August 3rd. I called and spent almost 2 hours in waiting and talking various people explaining how governor of Florida has issued a state of emergency and we are staying at the AIRBNB so if our flights are canceled on August 5 due to the storm we will have no place to go, so instead of waiting I and kids are willing to go ******* and take a flight out on Jetblue on August 3rd at 9:25pm. This will ensure we are not homeless in middle of the storm and I can get my family home safely. They told me they cannot do anything about even though governor has issued a state of emergency as Jetblue has only issued a travel alert and not a travel advisory. So basically I have to wait till I get an email which may come in between storm where I cannot leave and I will have to empty my airbnb on Monday. I asked them to move my family to the flight leaving from ******* at 9:25pm on August 3 so that way we can reach home safely.I was not given any support, when I asked to speak to a manager or supervisor I was told no Supervisor or manager are appointed in ******** care. This is risking safety of my family and the worst customer care by any airline period.Business response
08/04/2024
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. *****), 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,
JetBlueInitial Complaint
08/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was interested in purchasing 9 flights for myself and 8 of my family members and decided to apply for the JetBlue credit card through Barclays in order to receive the benefits of points and free bags with my purchase. I got approved for the card but was told that since I don't have the credit card number yet that I would need to purchase them w/ an alternate credit card and when the Barclays/JetBlue credit card received that I would need to call JetBlue and have them change the payment method to the new Barclays/JetBlue card. This platform won't accept all the details I tried to provide.To make a long story short, I have contacted Jet Blue 5 times and spent countless hours trying to accomplish getting this situation resolved. The 4th time, I was on with them for ***** min and when the representative, *******, returned to the phone after he was supposed to be taking care of this issue, as soon as he started to inform me of his actions, it somehow connected me to the automated survey asking me questions about my experience so I never even found out what he discovered or did! Nothing came out of that call and it was a waste of time and again, extremely frustrating.This brings me to the final time I tried to call to get this resolved on 8/2/24 where I was on the phone w/ a JetBlue **** ******* for over 90 min! I was told it was resolved and that all our flights were in tact - after the call, I saw an email saying that my reservation was canceled and one of my family's flights had been canceled and to this very moment, those charges had STILL not been reversed on my credit card!! It's just been a total nightmare and it IS STILL NOT RESOLVED!!!I just cannot believe that I am going to have to now call yet AGAIN and I'm just at my wit's end with the amount of time and energy it is taking and don't know how to accomplish this purchase with the proper credit card being charged and now having to re-purchase the flight for the family member that is now canceled.Business response
08/03/2024
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,
JetBlueInitial Complaint
08/01/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I bought a ticket from JetBlue, February 2023. The departure date on that ticket was December 2023. I had to cancel due to family illness. I spoke to someone March 12, ***************************************** that I had up to February 24 to use the ticket, as of now, no one is claiming knowledge of that policy and she didnt write anything in my profile but I have documentation and a picture form that I spoke to March 12 and she assured me that my ticket will be good until February 2025. I just asked JetBlue to do a further investigation to my claim that I spoke to someone and I didnt fall into that category of that year since my flight wasnt until December 2023 so I like to just get reimbursed for my ticket , any help you give me everything to meBusiness response
08/02/2024
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. *****), 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,??
JetBlueInitial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased one flight and got charged for 4 my bank tells me to contact them I have and they keep disconnecting the lineBusiness response
08/01/2024
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. *****), 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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Customer Complaints Summary
1,998 total complaints in the last 3 years.
644 complaints closed in the last 12 months.