ComplaintsforJetBlue Airways Corporation

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Spoke to Rosemarie who is part of the escalation team at JetBlue and informed her I would call JetBlue due to my dissatisfaction with the customer service received via the telephone conversation. My partner and I paid for an “extra” service for our separate flights. I purchase even more speed for $10 and he purchased the even more space seat for the even more speed service. However on our arrival to SJU we were told the even more speed line was closed because it was busy and to go from gate A to gate B for tsa. When we arrived to gate B , the agent told us there was not an even more speed line at that gate. He sympathized with my partner and I and recommended we request a refund. Both of us were delayed due to the inconvenience and went through the regular TSA line and had to rush back to gate A. I called JetBlue and spoke to Rosemarie who made me feel not valued as a repeat customer. I was told to go to a gate agent for them to make notations in the system regarding the closed TSA line. I was made to feel like I couldn’t be trusted. On top of that she requested the agent in Puerto Rico stop servicing everyone and go to a TSA agent for documentation. The whole experience caused me severe anxiety prior to my flight. In my situation JetBlue did not do right by me as a customer. I would like to speak to someone about my experience and a resolution. Rosemarie did eventually refund $10 because to even more speed I paid for was unavailable but didn’t refund my partners extra service. A company that values customers would have simply just refunded me the $10 as well as my partner. After this experience I don’t want to fly JetBlue ever again

  Business response

  09/24/2024

  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

  09/24/2024

  
  Complaint: 22330469
  
  I am rejecting this response because:
  I have already gone through the channels of the automated response by JetBlue which I find offensive 
  Sincerely,
  
  Trudy Lewis

  Business response

  09/24/2024

  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

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Jet blue totally ripped me of. The price of trip is much higher then told. So many extra fees charged to my acct. which where never explained.

  Business response

  09/24/2024

  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

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I want a refund. First, Jetblue never sent me an email confirmation. When I reached out to cancel, they told me I could cancel online, and cancelling online requires you to create a Jetblue bank account, which I did. I then was only offered a flight credit back even though it was within 24 hours, and I was very prompt with the cancellations. It's incredibly difficult to find a way to use when Jetblue has discontinued flights from my previous destinations for months, which hugely limits where I can utilize my credits.

  Business response

  09/23/2024

  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

  09/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22322806, and will follow up separately.  
  
  Sincerely,
  
  Yiji Yoon

• Initial Complaint

  09/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I took Jet Blue flight 20 from Heathrow Airport in London, England on September 21, 2024. I checked my bag at around 9am for an 11:55 am flight. While I was onboard waiting for takeoff a Jet Blue employee approached me and asked me if I had checked a bag. I said I did. I confirmed the luggage tag number and he told me not to worry. When I arrived at JFK I waited at the baggage carousel for at least half an hour and my suitcase didn’t come out. I asked a Jet Blue employee to check and I was told that my suitcase was still at Heathrow because of weight issue on the plane. I was not informed of any of this beforehand. I was then instructed to go to the baggage office and file a claim which I did. I also called them. I have no faith that I will get my suitcase. All of the Jet Blue employees were rude and unhelpful. They also could not give me a time frame for this to be resolved. I would really appreciate some help with getting my bag back and having Jet Blue held accountable for their actions because I am sure I am not the only person this has happened to. My case file number is *************. My bag tag number is *********** My confirmation number is ******* 

  Business response

  09/23/2024

  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

  09/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22320285, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Pascale Laforest

• Initial Complaint

  09/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  hen I booked the flight JetBlue told me my bags were included in the airfare (see attached, “bag waiver will apply"). I purchased this flight, rather than a preferable alternative, because of this. I also packed accordingly. At the airport, I was told I had to pay for the baggage because I did not purchase with JetBlue credit card. Later, I was told that was inaccurate but I had to pay because it was a codeshare flight. Finally, I was told I had to pay because JetBlue did not collect the baggage fee, but rather the codeshare partner (Hawaiian) did (contrary to what Hawaiian told me on the phone and is on their website). None of this makes sense nor addresses why JetBlue should not be obligated to honor the information they provided in writing at the time of booking. I relied on the information provided by JetBlue, when they did not honor that information, I was left with no alternatives. This is not fair. I tried to resolve several times with JetBlue and have attached all the correspondence.

  Business response

  09/22/2024

  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

  09/24/2024

  
  Complaint: 22319951
  
  I am rejecting this response because: I have contacted JetBlue several times (attached) and there has been no resolution. I do not get a response to the simple question: Can I rely on the information JetBlue provided at time of ticketing? If the answer is yes, then there is a problem becuase JetBlue did not honor the information provided. If the answer is no, then I know for the future. I have tried several times to get an answer and was told JetBlue has closed the case without providing an answer. 
  
  Sincerely,
  
  Alan Bronfeld

  Business response

  09/24/2024

  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

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to request reimbursement for some minor additional costs that I incurred when my flight was cancelled this past July 14th in a total amount of $265. I had purchased two (2) Mint tickets for my son and I for the 7/14/2024 flight from LGW to JFK, departing at 1030am London time. The cost of each ticket was $2,425.70. On the evening before the flight, I received notification that our seats were no longer available on the flight. I was obviously shocked, being that I had purchased our tickets months earlier and would expect a Mint reserved seat to remain available. I called an agent who initially tried to re-book my son and I in economy seats, which I declined. After speaking with numerous agents and being on the phone for over 3 hours, I was finally able to have our flights re-booked on 7/15/2014, though my son and I were not sitting next to one another. Additionally, my son and I received two $200 travel credits for future travel. While this was a disappointing amount, being that I paid nearly $5,000 for our tickets and had to change a number of plans to accommodate, I understand from speaking with a JetBlue representative, this was all that they were willing to offer. I would have expected more from being a Mint customer, but if this is the way that JetBlue chooses to conduct its business, that's its business. I am writing to request additional reimbursement for the additional night hotel room ($201.45) and some miscellaneous charges: small meals (~$50 total) and transport to the airport via train ($10). While it was extremely inconvenient to our family, I believe that this is a fair request and would hope that we can resolve this in short order. I know that it's typical to submit matters like this earlier, but after our trip, I got right back into work and caring for my elderly father with dementia. I have finally got around to handling this matter and ask for your consideration of personal issues bringing about the delay in following-up.

  Business response

  09/21/2024

  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
  

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau Manager, I am writing to express my frustration with Jetblue regarding my lost luggage from a trip I took on August 7, 2024. My one-stop flight to San Francisco was delayed, arriving in Florida for the connecting flight; an attendant told me to quickly catch another outgoing flight to avoid a 22-hr layover, and promised my luggage would be in San Francisco when I arrived. As a 17-year-old traveling alone for the first time, this experience has been extremely stressful. After waiting for 35 days and only receiving $210. 40 for one pair of pants, face cream, one pair of underwear, and one pack of socks. I am struggling to replace essential items like clothes and my school computer that were in my lost luggage. My counselor had to use her credit card to help me purchase a replacement computer to keep up at school, but Jetblue refuses to cover this cost. I am an American citizen, my parents have been out of the country throughout this period, and we are a very low-income family. I have been wearing borrowed clothes for over a month now, and the airline's lack of urgency in finding my belongings and compensating me for my lost items has put me in a difficult financial situation. I reject their offer of $684. 60 as it does not adequately cover my losses. I earned my own money and bought my ticket for more than $400 and paid a $50 fee for my luggage that was lost. The customer service representatives I have spoken to have been unhelpful and dismissive of my concerns. I feel that Jetblue is not taking my situation seriously and I am running out of options. They have created an unfair hardship situation, and this lost luggage is not my fault. I urge Jetblue to take immediate action to find and compensate me fairly for the items in my lost luggage. Your help in resolving this issue promptly would be greatly appreciated. Thank you for your understanding and assistance in this matter.

  Business response

  09/21/2024

  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
  

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My flight was canceled and the new flight that I was put on would not get me back in time. I spoke to an agent in person at the airport and requested a cancelation - at no point in this conversation was I told that I had to cancel online or on the phone. I booked another flight with another airline and left, but because the agent is apparently not allowed by JetBlue to file a cancelation, I was registered as a no show and forfeited my right to any refund. Not only should the agent have informed me that I could not cancel with him, waiting on hold to cancel over the phone or online is unreasonable given the tight timelines for an airport. For example, I had an hour to wait in line, speak to the rep, find a new flight, and get to my gate, and the process for me to get ahold of their online support team to dispute this took 15 minutes waiting and an hour of discussion, meaning even if I took this route initially, I would have missed the flight and been registered as a no show. This seems predatory and the fact that the company is unwilling to budge on any compensation despite their multiple oversights makes me believe that it is intentionally designed to screw over customers.

  Business response

  09/21/2024

  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
  

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I am seeking a full cash refund or an extension on my Travel Credit from JetBlue for an upcoming flight we need to cancel. But JetBlue said today via ChatRoom Agent (9/20/2024) that if I cancel the trip, because the tickets were purchased using travel credits that have expired, I would not get any refund or travel credit extension and I would just lose the value of the tickets. This has been a recurring, frustrating issue I have had with JetBlue over the years which leads to today’s complaint. We used to live in Long Beach, CA where JetBlue had a convenient hub. But in 2020 JetBlue quit flying out of Long Beach which made my tickets moot, so I got a Travel Credit, which I was unable to use since Long Beach was my airport. Then we moved to Seattle in 2021 and have tried several times to use the credit. But JetBlue cancelled or made flight schedule changes on these several times, so we had to keep rebooking on later dates using the same travel credits, which they had refunded at those times. But since JetBlue now also does not fly from Seattle to Southern California where family members live, we cannot use the credits to fly back there and JetBlue is not a usable carrier for us except for rare occasions, like the upcoming trip to New York. But, we have to cancel our upcoming flight to New York and I had expected that we could just get a travel credit refund and a time extension, like the many times before, but this time the agent was inflexible in saying that the credits are old, have expired, and there is nothing they can do for me. We do not see how JetBlue can take our money without providing a service just by saying that their Travel Credits have an expiration date. Ideally they would refund our full amount of $632.38 plus the balance in our travel bank ($172.02) for a total of $804.40 for all the issues over the years. This was cash that we once paid for tickets (back in the Long Beach days). But at a minimum extend out Travel Credit expiration date.

  Business response

  09/21/2024

  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

  09/23/2024

  
  Complaint: 22315838
  
  I am rejecting this response because:

  JetBlue said that I should contact them using **********************************, but that is what I tried first.  The agent was very unhelpful and said that if I cancel my flight, which I need to do, then my Travel Credits will expire immediately and cannot be used again.  This is why I reached out to BBB for help. 

  It does not seem right that JB can take my money for a flight, which turned into Travel Credits due to their cancellations/rescheduling originally and then mine, and then say the credits have expired and cannot be used again.  Seems like robbery to me for them taking my money and then not giving me a refund or extending the credits further when they discontinued the airport (Long Beach) that I few out of, and do not fly anymore to destinations I regularly go to (Los Angeles area), and then cancel my Travel Credits because they are old.  In fact, the only reason I originally bought the tickets with cash was to fly out of Long Beach, but then they stopped flying out of Long Beach, and instead of giving me my money back (which is what I wanted), they turned them into Travel Credits, which they say will now expire because they are so old.  But I cannot really use JetBlue since they do not fly where I want to go.
  

  Thank you for considering.

  Sincerely,
  
  Theodore Johnson

  Business response

  09/23/2024

  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

• Initial Complaint

  09/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I had a horrid experience while checking in to your flight operating out of *** **** ******* ***** Upon checking in at the l airport desk I was faced with an agent name Elisa or Eliza forgive me if slept incorrectly. .The agent stood for a couple of minutes with her face turned to another direction away from me and completely ignored me. She then faced me and made no form of verbal or physical communication just a blank stare until I mentioned that I am checking in ,seems as she was not happy being at work today and didn’t have the time for pleasantries or any form of interactions. W/t checking my passport she then proceeded to ask me if I have a visa or not . Now as you know the US visa is imprinted on the passport and when checking I believe it should be mandatory for the desk agent to check for Visa on the passport without assuming if someone has the appropriate documents or not . “Why would I book a flight without having a US visa or relevant documents “??? That interaction came across very prejudiced and I truly felt look down upon and embarrassed as it was said so loud I knew others passengers /staff would have heard her . Elisa then informed me that my bag is seven pounds overweight and she keep repeating the cost for overweight in both the US & EC currency of $150 she did not even give me a chance to say hey I will shift things around in my bag as I had two bags and a handbag , it just seems liked she wanted me to pay for the overweight it came across as “are you paying or not “(very automated and lacked any type of empathy. I proceeded to shift around things between the bags , I got the first bag down to 25 1bs she said it still to heavy so I proceeded again and got my both bags to 15 & 22.5 lbs.The 1st bag was paid for online and the 2nd one I decided to check upon arrival due to the items /liquid capacity . I spend 30 mins packing the bags back and forth. I proceeded back to the desk to pay for the 2nd bag .

  Business response

  09/21/2024

  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

  09/23/2024

   
  Complaint: 22315663
  
  I am rejecting this response because: as contact vis the website has been made and response was automated . I am requesting a refund as well and not response was given regarding that .
  
  Sincerely,
  
  Ketisha Louison

  Business response

  09/23/2024

  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

*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. ↩