JetBlue Airways review: Complaint – flight confirmation #s - cegqwy & gomsty & ioutac

To whom it may concern,

Complaint – Flight Confirmation #s - CEGQWY & GOMSTY & IOUTAC

The reason for my letter to you is to explain that my sister Elizabeth Marte has been a faithful JetBlue customer for over 15 years. She always books all her trips with JetBlue. However, we are very dissatisfied and disappointed with a call we made to JetBlue’s Customer Service on 2/7/24 at around 7:32pm. If you can retrieve and listen to the call, you will hear our conversation.

We spoke with a Customer Service Agent and Solmarie, Supervisor for over 40 minutes to no avail. Neither of the two individuals we spoke with expressed any type of empathy for my sister’s situation although we explained a profoundly serious matter. I expressed to Solmarie (Supervisor) that they had no empathy and that she did not allow me to speak or express myself without interrupting me.

Solmarie, who when asked if she could provide her last name said she would not be able to provide her last name. However, gave us her “Crew number” as #23350. After I expressed to Solmarie that they had no empathy and that she did not allow me to speak or express myself without interrupting me, she allowed me to speak, but was a bit abrupt. Only at the end of our call did Solmarie state she hopes the surgery goes well. However, since I personally run a Service Call Center and I can tell you that she did not sound very sincere and only mentioned it because of what I had previously stated.

We expressed that my sister's daughter (Martha Venezuela) recently diagnosed with Cancer of the Uterus must have surgery right away. Therefore, my sister Elizabeth had to make an emergency trip to care for her daughter in Florida. Elizabeth Marte flew out on 1/27/24 (confirmation #IOUTAC) because the first surgery was on 1/29/24. Martha’s second surgery scheduled for this Wednesday 2/14/24 at Lake Worth Cancer Center in Florida.

I attempted to attach a copy of the proof of the diagnoses and surgical letters, but this “Share a Concern” process does not give me the option to attach my documents. Nevertheless, if you respond to my email and advise how to submit the medical documentation, I will provide it.

We would like to know if your Company JetBlue would be kind enough to empathize with my sister during the difficult and painful time. We were not asking for a refund, but can the tickets/funds be in the form of JetBlue “Travel Bank” until my sister is able to travel back to her home in New York?

Finally, we would recommend these individuals get registered or enrolled in some kind of training in the following areas:

• Empathizing with customers.

• Dealing with difficult or challenging situations/customers.

Commendation *I must say that I called back today, 2/11/24, and spoke with Ms. Amaranta, Customer Service Representative who was very empathetic and helpful. She was able to help us by cancelling the tickets and refunding them to the JetBlue Travel Bank for Elizabeth Marte’s future travel. It is individuals like Ms. Amaranta that are an asset to an organization like yours. Thank you for having her as part of your organization.

Your response to this concern would be greatly appreciated.

Sincerely,

Elizabeth Marte

A JetBlue Faithful Customer

[protected]@gmail.com – [protected]