Additional Information for JetBlue Airways Corporation

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.