JetBlue Airways
Reviews and Complaints

JetBlue Getaways was paid full price for the vacation package for 4 adults but fulfilled our stay in the resort for 2 adults. Vacation was spoiled. JetBlue Getaways was paid by myself full price for the vacation package for 4 people, 2 seniors and 2 teenagers 13 years old, but fulfilled our stay in a resort price only for 2 people. Because of that our vacation was spoiled, we had inconveniences to spend time in the room because it was too small, and inconveniences to sleep, because the beds were only for 2 people, not for 4. I booked the vacation package for 4 people, myself 72 years old, my wife 70 years old, and 2 grandsons 13 years old from JetBlue Getaways on 01/07/2012, the Getaways confirmation #405343 for 7 nights (02/18/12 to 02/25/12) vacation at resort Riu Montego Bay, Jamaica. I paid for all 4 of us as for adults $8, 402.42 because my grandsons are 13 years old. (the maximum age of kids to stay in resort free is 12 years). Next day, on 01/07/12 I got confirmation email for the package I bought that said that we assigned family room. The day we arrived in the resort we were given a standard room for 2 people instead the Family room for 4 that we paid for. After we returned home I contacted JetBlue Getaways Customer Service about such arrangement, and got answer that they need to make research with the resort administration, and they need for that 2-3 weeks. The result of their research is the copy of the itinerary that says that my teenagers are 4 years old, what is different from original itinerary. I have no idea how come my grandsons age 13 years old become 4 years old. Just number 4 coincides with how many people was in the package. My grandsons are 13 years old, and I paid for them as for adults.
. Because of their mistake we got spoiled vacation.

I attempted to book a round trip from Boston to Las Vegas. After going through everything through seat selection (and upgrading to "Even More Legroom"), I pressed "Continue" and was bounced from the site. Hit back button and attempted to re-book and fare increased on return flight. Called to speak with a supervisor who continuously lied to me (all JetBlue.com activity is on "my computer", not on JetBlue server, could not adjust fare through direct adjustment or issuance of credit, etc). Not the way to run a business - especially one that will be suffering once again as the economic recovery appears short-lived. Someone should care about customer service again.

I went to fly from Orlando to Washington/Dulles airport today. When I got to the airport and went to check in, I was notified that the flight had been changed, and would be leaving 3 hours later. I was upset, as I could have been in bed for 3 more hours but more importantly, I had people meeting me at my destination - some taking time off from work to do so. So, they were adversely affected as well. I contacted Jetblue (supervisor Connie on 5/31/2012 at 8:15am eastern) to get to the bottom of why I was not notified of the change. Now, stay with me here. I am a TrueBlue member. I booked this flight via my TrueBlue account. I have an email address associated with that account, yet, JetBlue NEVER sent a schedule change to that email account. They don't even dispute that. Their excuse to me for this mishap was that when I booked the flight originally, I had put in an additional email address (my wifes!) who I wanted to make aware of my flight’s, and of any changes if they happen. Well, happen they did, and JetBlue ONLY sent the schedule change email to that address, not mine! When I spoke with Connie, she also stated that they notified me via phone of the flight change in March. That call NEVER occurred. They told me that they actually spoke with a person when they called. That person would have been me, as this is my phone that no-one else answers. Also, they say they keep notes of such calls and outcomes and did not leave a voice mail (that part is true, I never received a voicemail.)
What was amazing to me was that supervisor Connie stated everything worked fine according to their process. So, their change request process will send an email to those you want notified of your travel plans, but not the actual trueblue member traveling and booking the flight!
I asked if they were aware of this anomaly and the fact that this TrueBlue member was never notified and she defended their process.
I did ask if they were going to offer any compensation for this major inconvenience, and the answer was no.
What a shame JetBlue. I've typically had good service and enjoy flying your airline. All it takes is one bad experience like this to change my buying behavior. Shame on you!

My wife and I just booked flights on JetBlue. When I thereafter checked on the number of points that the flights added to my JetBlue account, the JetBlue website said that my points (which were significant) had expired five days earlier. I called JetBlue and was told by Julie (ID Number 23060) that the computer was incapable of restoring the points. I asked to speak to a supervisor. The supervisor, Nancy (ID Number 21958), said that the points would be restored but only if I signed up immediately for a JetBlue American Express card. Obviously the computer has a facility to restore the points if it suits JetBlue to do so. All in all, very disappointing behavior by JetBlue.

We arrived at the airport with plenty of time. We entered the TSA security checkpoint with 45 minutes till take off. The line was extremely slow. When we finally arrived at the scanning machines the TSA was allowing venders to cut in front of my wife and I and when we questioned the TSA agent he jokingly said, "hey we need these our coffee (Starbucks employee and a few other venders)" and when we added we needed to catch our plane he completely disregarded us. My wife was able to complete the checkpoint before I and she ran to the gate she was told the door was shut to the plane and they were not boarding any other passengers. While my wife was questioning the lady at the gate (Shelley) she heard the walkie talkie from the plane ask is it all right to shut the aircraft door. The lady with the other walkie talkie said yes, WITH US STANDING THERE, and the person on the plane asked if she was sure because there were some seats still empty and the other woman said yes it was clear and she could shut the door. We again questioned Shelley and she was not helpful at all. In fact she walked away from us and gave the terminal to another woman who booked us on a later flight to JFK and charged us an additional $100.00 for the flight. Imagine the gall to charge us an additional $100.00 because the gate personnel closed the door prematurely. There was no empathy at all. We were still 7 minutes early to the gate and they did nothing for us. The plane door was not shut when we got there and they treated us like sheep.
We have traveled quite a bit in the last five years with a host of carriers and this has been by far our worst experience with any airline. This is not going to be the last piece of correspondence.

RE: Confirmation # BPUSKI

On Monday, November 21st, we arrived at Charlotte Douglas airport at 4:30 p.m. for our scheduled 7:20 flight #1080 to New York JFK. We boarded the aircraft normally where we preceded to sit for 1 1/2 hours before the pilot told us there was a hydraulic leak in the wing of the aircraft. He asked us to leave the aircraft and said they only have spare planes in New York. The gate attendant outside the aircraft said we could re-book our flight on another flight leaving tomorrow. We are traveling with a nine year old and a five year old child and no person could say that this flight would ever take off so we rebooked to flight #1088 for 10:40a.m. the next day. Since it was now nearly 10:00p.m. and we had already been at the airport for 5 1/2 hours we needed food, sleep and showers. We spent money for the four of us for food and transportation for the extra night but that is just the cost of traveling. I do, however feel JetBlue should reimburse us the cost of having to book a hotel for the extra night we were forced to stay. My children missed school, I missed work, which also costs me money, so the least JetBlue can do is pay the $122.90 for hotel.

We would like JetBlue to pay for the night I had to stay in a hotel for $122.90 including tax due to a malfunction of their equipment. A copy of the hotel receipt will be provided, if needed.

On July 4, 2011 (Monday), my wife and I were supposed to fly with Jet Blue from San Juan, Puerto Rico (SJU) to JFK on flight B6 704. My wife was sitting in the window seat. When she arrived at her row, the couple who were sitting in the aisle and middle seat got up to let her sit down. There were other people standing behind this couple, creating a very small space for my wife to squeeze through in order to sit down. she didn't want the couple to have to stand up for a long time, so she tried to make her way through. The man who had stood up for her, then berated her for trying to squeeze through. My wife apologized and waited for a bigger space to open. As she patiently waited the man continued to berate her, calling her a psycho. My wife was very surprised, but ignored him and sat down quietly. I was sitting in the window seat in front of her, she leaned over and quietly told me what had happened. I turned around to see who this man was. He immediately told me that I had better turn around or he would "punch my ###ing teeth in." Both of us were stunned. I am sure that if this man's police records are checked you will find a long list of aggressive behavior. This could not have been an isolated incident. In order to protect us, my wife immediately informed the flight attendant.

Within 10 minutes, 6-flight attendants/security were on board. They asked the couple sitting next to my wife what had happened. The couple told the story without mentioning the threats and profanity. But the man kept repeating "I was talking to my wife." Meaning that all the threats he had made, were actually directed to his wife, which should somehow make it alright?

Security asked my wife and I to move to another part of the plane. We agreed and moved. I am the one who was threatened and yet, my wife and I were the ones who were moved. Maria Natal later told me “You should have never have been removed from your seat by the flight attendant. Only I have that authority.”

A few minutes later, an attendant came and asked me if was OK. I said yes. I said I wanted to file a report. She told me that if I wanted to file a report I had to leave the plane. I didn’t want to miss my flight. I asked if there was another way of filing a report. She said that I could file one in New York. I agreed and asked for her name for my records. She was irritated that I wanted to file a report and when I asked for her name, she exclaimed that I was a safety risk. (Some staff have no name tags, some have tags with different names. It is almost impossible to get a business card from any Jet Blue staff.) I eventually found out that her name was Maria Natal (Zully.) She conferred with her staff (Christoper, Mario and Jessica) to confirm that I was indeed a safety risk. Just like puppets, they agreed with her stating “yes, he is irritated and is a safety threat.” It was me versus four Jet Blue staff members. I was told to leave the plane. I obediently followed instructions and left the plane. Later on, Maria told me that she didn’t like taking people off the plane or writing reports because then she had to stay late. She told me and three other staff members that her husband kept calling because she was late.

Maria kept telling me that I was the agressor and that “People clapped and they were happy to see you removed from the flight.” This was because Jet Blue had made it look like I was the aggressor. We have several names/numbers of other passengers who have observed the whole incident from the first moment. Maria also said that asking her name didn’t help me with my situation.

I was then told that I was not going to be able to fly because they were putting my name on a TSA list. When I was told that I couldn’t fly with Jet Blue, I asked what I should do, Maria’s answer was “That is on you sir….Keep writing what I say…that is fine…you can’t fly with Jet Blue.” After I said that I would contact the NY Times, they got even more upset and told me “See, you are a threat!”

At one point, I was told that under normal circumstances, regardless of who made the threat, all parties are taken off the plane. In this case, the manager stated that I was taken out because I insisted that a report be filed. The manager admitted that I was not supposed to be removed from my seat until a manager had heard all parties.

All these individuals (Maria, Mario, Jessica and Christopher) could speak perfect English. Yet, time and again, they spoke Spanish to each other trying to isolate me from the conversation. They assumed that my Spanish was minimal. Mario (not Maria) kept telling me that we had a language barrier. There was none.

When Maria realized that I was not the aggressor and that they had pulled the wrong person off the plane and had let the aggressor fly to NY, she blamed the confusion on Lauren (the flight attendant.) Maria apologized profusely and said "What kind of management training have these people received?"

I do not believe that that is enough. The staff were not properly trained and acted unprofessionally.

I was then given “the best seat” on the next flight, seat 2A, which like the rest of the flights that night was delayed. With little or no explanation as to the cause of the delay, I was in San Juan airport until 4:30am in the morning.

In conclusion, my wife and I were fully compliant the whole time. We didn’t do anything wrong. I, in essence, was punished because I wanted to file a report with Jet Blue Airlines. All this is a result of Maria abusing her power, being irritated that one passenger wanted to file a report and had asked her name.

My wife and I believe that the passenger that threatened me was associated with Jet Blue or JFK airport, as my wife observed that an employee gave him a big hug when they arrived at JFK. They called his name which sounded like “Usher Court.”

This is very disturbing. It appears that Jet Blue may have intentionally twisted the situation to protect this individual who is associated with the company.

I am a senior over 74 years and late August I booked a flight about 6 am... I realized by 7 am I had made an error and needed to cancel... I tried on line but could not do anything.

I called customer service and was told that it was non-rerfundable and that I was stuck... I tried to explain the dillema but they would not listen

I feel that a purchase made and cancelled within an hour could easily be cancelled with a minimum charge...

I was not even offered that consideration. but left with a charge to my credit card that i must pay

Shame on you Jet Blue are you that low on funds that you can not allow an error to be rescinded...

JetBlue forgot to mention one more thing in its marketing spiel that it gives you: difficulties, or better said, impossibilities, of ever seeing a cent back once you hand them your money!

Jet Blue STOLE $400+ from me! First by NOT refunding /returning my money when I initially purchased tickets even though I was PENALIZED /CHARGED more money when I cancelled my travel. AND then by obligating me to use the Jet Blue Travel Banks to get it back. In essence, once my money was in JetBlue's hands, they were NOT giving it up.

Much to my regret, and most recently, JetBlue expired credits that, in my estimation, were NOT a year old. However, Jet blue used and hid behind their policies of when the FIRST credit was issued in order to take my money which from what it seems, was the intention from the start. Furthermore, the JetBlue Travel Bank does NOT alert the account holder that the credits are about to expire - why would they? JetBlue NEVER intended to return the money/credit.

Sadly I HAD been a very LOYAL customer. Flying JetBlue all the time...don't think so anymore.

The Customer Rep I spoke to (Jen) just basically told me: "Its JetBlue policy...I have never seen them return the credits".

JetBlue had opened 3 Travel Bank accounts when giving "credits" back even though only ONE credit card was ever used. This of course making it even more difficult to get money back from JetBlue since only one Travel Bank per ticket can be used when purchasing. You can't combine Travel Bank funds to purchase a ticket...nah, you can't get your money back!

Of course, as I write to "Share my Concern" I am hoping the someone at Jet Blue will redeem the Company Name and REFUND my due credits - as I was going to use them for travel! I have some hope still...its the last thing we lose.

I hope (again) the JetBlue is serious in their commitment to their customers, "YOU, i.e the customer, Above All".(*hopefully* the "All" includes money)

Stay Tuned...I will let you know if I ever hear back

I purchased two tickets on Jet Blue and printed out boarding passes. My name on one boarding pass had an extra letter in it. (inserted by Jet Blue's system) Since I didn't think I would get through security with this error I called Jet Blue. After waiting on line 45 minutes someone answered. She said she would correct the error. When I tried to print out a corrected boarding pass on-line I was instructed to contact customer service. The JB representative told me to hold on the telephone while she connected me to a supervisor. After 15 or 20 minuts on hold I hung up. Later in the day I tried again I repeated this sequence and eventual did get a supervisor who said that since I had already printed out boarding passes I couldn't do it again. Then she said that her computer said that I was not checked in and that my existing boarding passes were not valid. She said that I should try to check in at the airport. I asked her to cancel the reservation and make it again so that I could print boarding passes. She refused and said that if she did that I would have to pay for another pair of tickets.

May 10th 11:30: DC, DULLES AIRPORT The 1304 was supposed to depart at 10:57. We four were supposed to transfer the flight to Shanghai departing at 4:30 p.m. 1304 was delayed. We worried and explained our situation to the staff. Staff at front dest said :"We guarantee that the flight will departure at 12:30" Unfortunately, she guaranteed what she could not guarantee. The delay was repeated once and once again. People were busy fixing the airplane for hours. The flight finally departed at 4:00 pm and the delay was five hours. We missed our flight back to Shanghai. Stuff at the front desk denied our claim for the compensation of our stay at NY.

May 10th 4:30 JFK AIRPORT When claiming for our bags, we found that one of our piggy bag was destroyed. The trolly and the area around the trolley of the bag were severely broken. Jet blue staff at and baggage office declined our compensation claim, said according to the politics of Jet blue, broken trolley of piggy bags were not supposed to be covered in the compensation. After calling again and again, they gave us the hotel compensation at JFK.
We explained about our situation to the supervisor (we remember his name): Four people, have to stand by or reschedule our flight, have to stay at JFK for at least two more nights.

When checking in at JFK INT HOTEL, we found that he gave us four people (3 ladies and 1 gentleman and professor over 65, who are not family members) only one two-bed room without any explanation or asking.

May 10th evening to the midnight JFK INT HOTEL We called the number for complain and it did not work out anything. We also called our fight company. For reschedule or stand by for our next flight two days later, we have to pay more than 900 $ per person.

after my dad left the family money has been tight, me my mom and 2 younger siblings plan a trip to NY every year for a family reunion, this year we planned and were all ready until my mom had gotten a kidney stone and is in to much pain to walk around let alone drive 2 hours to the air port and sit on an airplane. so she called to just re schedule the tickets for a couple days. she has all her doctors notes and ER notes. AND THEY SAY THEY CANNOT DO IT?!?!?! they are either making my mom (in the condition that shes in) go that day or lose the tickets and not get money back.. this is unacceptable and you people should be ashamed for the way you treat your customers! and for everyone out there, do NOT book tickets on this airline because if you get sick, there's no turning back! thank you jet blue for showing me how much you ACTUALLY care about people!

Jet blue denied us boarding, claiming that the flight was "closed" yet there was still 20 minutes before scheduled departure. this caused us to miss our godsons confirmation. numerous complaints to "customer no service" resulted in the most horrfic level of bull [censored] from JB. These people are truly awful. I would NOT recommend them to anyone, they are unreliable, arrogant, superficial, and primarily concerned about their own comfort, with no care whatsoever about the concerns of their passengers. Words fail to describe the dreary and insincere level of hostility that emanates from this dispicable group. WE upheld our part of the transaction, but jetblue failed to honor their part. when a guy sticks a gun to your head and steals your money, he commits a crime, when jet blue does it, it just part of their business plan.

The TrueBlue membership program run by JetBlue is faulty, mismanaged and the terms are poorly written. The program takes advantage of consumers making them believe they are making educated and beneficial financial decisions and never delivers the program's rewards as promised. By constantly changing the terms, JetBlue takes advantage of consumers luring them into a fidelity program that only serves JetBlue's interests.

I have been informed via email that all my membership points will be expiring as I have not flown with JetBlue for a year, but that is not true.

I have flown with JetBlue 3 times this year, yet I have been told by JetBlue's representatives that nothing can be done because I have not redeemed additional points from those flights.

In other words, the information I have been receiving all year from JetBlue is asking me to ONLY fly with them to keep my points and when I do it is not enough!

Their costumer information emails never mention redeeming new points as a condition to keeping old points, but still that is what is expected leaving us, consumers robbed and chocked that such practices are tolerated.

On November 27, 2010 we had reservations on Jet Blue to fly on Flt 51 from Burlington, VT to JFK airport in NY at 11:10 am arriving at 12:25 PM. We had a connecting fight at JFK, FLT 981 leaving at 1:52 PM for Ft Lauderdale FL our final destination.

While seated at the Burlington VT airport gate at 9:15 AM, we heard announcements about a flight to Orlando Fl which was now delayed because of an on board computer malfunction. The announcements over the next 45 minutes or so described several unsuccessful attempts to correct the problem.

Finally at about 10:00 AM, they announced that the Orlando flight would be further delayed as they were waiting for parts that were being sent up to Burlington from JFK on the next flight. They specified that it would not be on the current inbound flight JFK to Burlington as this flight was already in the air but on the next one after that.

We were awaiting that current inbound flight from JFK as it was the plane that would take us to JFK as Flt 51 at 11:10 AM.

At 10:10 AM, a very "matter of fact” announcement was made that the current inbound flight from JFK would now become the new outbound flight to Orlando. Period. Passengers scheduled on Flt 51 to JFK would have to wait for another plane.

No explanation was made other than "if you have connections, get on line".

Here we were with a connecting flight out of JFK we would miss along with many other passengers with connecting flights that they would miss and we were all displaced by another planeload of passengers going to a final destination location of Orlando.

Our departure to JFK went from 11:10 AM to 1:45 PM. We did make a later flight from JFK to Ft Lauderdale but of course got in several hours later than planned.

I can understand delays for mechanical difficulties on my plane or weather problems. I cannot understand a plane going one place is delayed by having been given to passengers on another flight with mechanical problems going someplace else, especially when those passengers do not have to be concerned with CONNECTING FLIGHTS as they are going to OrlandoFL.

The Jet Blue gate agents said that they had never seen this type of switch made under those circumstances. No explanation was given as to why that stupid decision was made. I find it absolutely outrageous that Jet Blue would choose to disrupt the connecting flights of an entire planeload of passengers simply to get another planeload of passengers to a final destination point earlier. It's unconscionable!

All in the same trip, Jet Blue:
1.Cancelled my flight
2. Rebooked me on a new flight, but double booked my seat with a 4 yr old.
3. was late on my rebooked flight, so I missed my connector
4. was rude when I inquired about getting another connector flight
5. lost my luggage
6. did absolutely NOTHING to make me feel like a valued customer

I will never fly with JetBlue again. I work in the service industry and can empathize with upset, irate customers who want customer service; however, when you completely ruin my vacation and don't even acknowledge fault or offer a simple apology, I have no desire to do business with such a sleazy company ever again.

While flying with jetblue, I had a pair of new running shoes stolen from my luggage. I noticed it the next morning when I started to unpack my luggage after a long day of travelling with my 5 month old baby (this was still within 24 hrs of my flight) I called jetblue and they said that there was nothing that could be done as I should have noticed this and complained within 4 hours of my arrival at the airport, even though I live 3 hours from the airport. I work in law enforcement and unfortunately now I can related to the people I serve as now I know how it feels to be a hapless victim of theft. Its sad to know that so many criminal acts are not going to be investigated because a matter of one day. it's just disrespectful. A great memory to a baby's first vacation.

I recently booked a flight on Jetblue from Hartford, CT to Orlando, Fl. The day of the flight was beautiful and as we drove about 1 1/2 hours to Hartford from our home we expected no problems with our flight. However, when we arrived at the airport we were told that the flight was cancelled due to maintenance issues. When we asked why we were not notified we were told "some people got the email, some people didn't." We also were told that they knew about the problem since 8:00 AM (our flight was at 3:00 pm). We also were told that we were booked on a flight for the same time the NEXT DAY. Since our vacation was already short (Wed-Sun), losing a day was not an option. There were no other flights out of Hartford, but there were some out of JFK and LGA, which WOULD have been options had we been notified while at home. Instead, we decided to not get back in the car for a 3 hour trip to NYC and instead purchased tickets on Southwest which had a flight departing 3 hours later. Although Jetblue refunded our fare - this new flight cost us $1400 MORE than our original flight. If we wanted a vacation our choices were none other than to take the Southwest deal. The Jetblue counter agents were very unhelpful, and calling 1800 jetblue was no help either. Upon our return I sent a complaint via the website also got us nowhere. If our flight had been DELAYED (according to their bill of rights) we'd be entitled to twice the price of our one way fare. But since our flight was cancelled we were entitled to nothing. Huh? As a gesture of goodwill we were offered $50 per person for future travel. Unless it is on another airline, I think I'll skip it...

I booked a flight on Jetblue from Orlando to Buffalo (2 Tickets), I needed a certain window of time so I logged on to the Jetblue website. Jet blue had the time I needed for the two hour flight. The diagram was a large plane, (airbus ?) there was a section (in parenthesis) that required more money ($50) per ticket. Every regularly priced seat was greyed out so I was forced to choose the more expensive seats in the bracketed section.
When we boarded the plane it was a lot smaller than the one in the diagram (an E-150), all the seats were the same on this plane. I called the airline for a refund on the difference. The rep told me the computer said "I did not pay any extra for those seats". I wasn't happy about paying the extra money so I think I would have remembered it.
Since ticket prices fluctuate like the stock market sometimes, what recourse do I have. The rep. said " If you paid the extra $50 per seat, it would show up on your Visa card statement as two separate payments. I feel frustrated that I had to wait for my Visa bill and guess what, only one payment. So I wish I had video taped the monitor during my transaction for proof.

Booked two recent trips on JetBlue. Both times received email saying "for detailed receipt click traveller name" with a hyperlink on the name. Upon taking the trips, I was gathering materials to submit for business reimbursement and the links will not give me receipts. I called JetBlue and they said the reciepts are only available until the trip is taken! Furthermore, the ONLY way to get a receipt is to email customer service - which replied saying that it will take up to 21 business days for a response! If I do not get the receipts in within the next ten days, I will not be reimbursed, so this trip comes out of my pocket. And then their customer service denier, Cher employee 40287, won't give me anyone else to speak with and refuses to give me a fax number to send a letter higher up the food chain. She says simply "wait your turn." Totally unacceptable - BUSINESS TRAVELLERS BEWARE!