JetBlue Airways
reviews and complaints

Flew from BOS to PBI on 2/4/23 round trip to finish on 2/11/23 (Confirmation # QFEY_ _) booked w/ vet rewards 3/31 for 2 people tough experience with language barrier (her English was bad). on 4/2 called to remove 1 person and no reservation existed, charged on cc 1458.60. advised to rebook. had to change a flight due to no seats. Rebook was in error as the return for the 11th was mistakenly done for 7th. Rebook again for 4th to 11th (Confirmation # MIPMQQ). boarded plane on the 4th at 8:30am and found that plane received new tail number so I lost my even more space seat. remained on plane at terminal gate until 12:00 when plane was finally able to fuel and leave. total time on the plane was 7 1/2 hrs. Each new contact with JetBlue rep required a call with hold times exceeding 45minutes. my business has me flying a lot. Used to be mosaic until covid combined with one of my main routes from BOS to ORD JetBlue uses American so no points since the need for the leg room requires me to fly first class and 1st can't be booked through Jetblue reservations. Although I fly often due to business aside from using Vetrewards the experience is usually very positive. 2/7 I spent 4hrs on the phone with Jetblue repersenative to resolve the over charge of almost $1500 finally Toni (your rep) found the issue as the original tickets had the wrong names (last name Douglas instead of Skelley) and had wrong birthdate and didn't use the Vetrewards benefit which is why I had to call to book in the first place. I was charged for two no-shows for the 4th and had to change flight because those seats were no longer available. Again every time I needed to call in to JetBlue required at least a 45min hold time one being 90min. The Vetrewards program is certainly not handy for a Vet to use. The mixup with the extra space can happen however I never fly without it so it would have been good to now before I boarded do to my knee problems. This ordeal was acerbated by the 3 1/2 hr wait for fuel at the gate making a 3 hour flight a 7hour flight. Extra note that happens every once and a while but more noticeable due to the length of time on the aircraft was that the TV did not work. When it rains it pours. Tori was able to refund the over charge (pending debit to credit card). I hope for JetBlue to understand the problem with Vetrewards. Very tough for Vets that fly a lot to spend soo much time on the phone deal with the weak English skills of your representatives. On the 4th I am not sure why they had us board the plane that needed fuel as they kept updating us that other planes where in line to be fueled first. Finally when down grading a seat selection they should be notified the flyer so that a choice can be made to reschedule.

We booked a vacation for our 30th anniversary through jetblue vacations. Initially I booked on 5/25/22. After seeing multiple complaints I contacted JBV to switch resorts. We switched to Oleo Cancún all inclusive on 7/15/22.

They offered us “vip perks” I booked a “double sunset king suite” our suite was listed as having: a king bed, balcony, bathtub, robes, a desk, living room or sitting area, 2 ceiling fans (one in bedroom area, 1 in living area) a welcome “treat” a bottle of wine, a hand massage, etc.

Upon arrival we were taken to a different room. I immediately told them it’s not what we booked.I was told my room did not exist, by management. I contacted JBV. It took hours to reach them due to a block on the hotel phone & the fact JB can only be reached from a landline in Mexico.

They wanted me to work directly with the manager. She just claimed the room did not exist & that JB had used pictures from a different hotel to deceptively represent their resort. I had screenshots of my booking & what was promised to us.

On day 2 we had to sit through a timeshare presentation to be moved to a slightly better room with the promise that I would at least receive a balcony & suite. We sat through this to be told we had 5 minutes to pack up & bring our luggage to the lobby. They’d put it in our new room after 3pm. We were also given a certificate for a free 80 min couples massage for doing the presentation. When I tried to use it, I was again told “that does not exist”

Our new room was slightly larger & had a very narrow walkway on the side of the building. They claimed it was a balcony. It was too narrow to even put a chair on.

We were charged a special event fee for the NYE party on our booking. The hotel then sold tickets to those not in the all inclusive section & denied those of us who already paid, entrance to the event. We were unable to get in even though we paid. We attempted to just order room service. It never arrived.

I was told the amenities promised to us on our booking “did not exist”

I was offered a $100 credit towards another booking from JB. I declined due to the fact they deceptively used pictures & amenities from another resort to sell us this package. In my mind this is fraudulent.

Our room was not a suite. Was half the size promised. Did not have a soaking tub. We did not have robes or slippers. We did not even have a desk in our room. We were never given our welcome gifts or hand massage.

The room we did receive had black mold all over. AC that only worked on occasion. Electricity that constantly failed. The water did not get hot. The curtains were about 2 feet to short for the sliding doors. We had to clip them shut with towel clips.

I immediately notified the resort that this was not what I booked. I contacted jetblue as my agent. I requested they move us to another resort with the promised amenities. I even sat through the timeshare presentation in hopes of getting the room I booked.

After all of this failed I then began to search for flights out of there. It was NYE so I was not successful. Everything was sold out. We spent an additional $500 on food off site due to them not having what we were promised & did not have space for us despite booking all inclusive.

I trusted jetblue to book my vacation. I trusted them as my agent. They fell short when I needed them. For this reason I am requesting a refund of at least 50% of our purchase.

Thank you,

Jennifer Giacchina

Me and my family were on a flight from Santiago, DR to Boston, MA on December 31, 2022, flight no. 2624. There was a flight attendant who was very rude to everyone. I couldn't see her name tag, but it was a woman of color with braids, she didn't let us put our bag on top of our seat even though there was an empty space, and she was giving attitude to everyone.

We bought the more space seats. We were in Row 3, so she was starting to serve the drinks and gave me one but didn't give one to my daughter even though she asked her for one.

We had a very bad experience that day because of her, and that was the first time that something like this happened on a JetBlue flight.

My last complaint is that when we were sitting on the plane about to take off, there was a baby sitting in Row 1 who was playing with her parents, and I caught the attendant rolling her eyes at the child. I also caught her rolling her eyes at my other daughter when she was talking to her dad who was sitting across the aisle. She was very rude and honestly, if she can't work with people, then maybe she shouldn't...

These experiences made us very uncomfortable, and they make us think about whether we should fly JetBlue again in the future.

My flight 579 on 12:29 was cancelled less than 3 hours before take off and after several hours of “on time” notices on the app.

For that 48 hour delay, I received a $50 credit that was less than the increased cost of the rescheduled flight and certainly less than my personal costs of my lost personal and business time.

My flight 1156 on 12/30 was delayed several times from its 9;20 departure, including conflicting announcements from the cabin, the jet blue app, and the boarding gate. We learned that the cause of the delay was waiting for a crew to fly passengers from Richmond — - a management choice by Jet Blue to avoid those costs at the expense of flight 1156 passengers.

When passing out the snacks to assuage angry customers, the flight attendant told us “we don’t have to do this”

I want to speak directly to a customer representative about appropriate and fair compensation for these management choices and my lost business, personal, and travel time.

This speaks to the integrity of Jet Blue and their internal economic choices that externalize economic costs onto to their customers and their families.

Robin Hayes: CEO Jet Blue December 29, 2022

CC: Ed Baklor Jet Blue Customer Care

Jesse Horsely

Mr. Hayes,

I would like to share with you our recent experience traveling to Aruba on Jet Blue. As a point of reference my husband and I are life long flyers on Jet Blue. We are jet blue credit card customers and also are True Blue members. On December 9th we traveled from Boston to Aruba on Flight 673. There was a slight delay due to mechanical issues but fortunately the headwind helped us arrive on time. The only issue we experienced on that flight were nonfunctioning TV’s or WIFI which we were told would be credited to our account. To date we have not received this credit.

The return flight however was a whole different experience. We were told to arrive at the airport 3 hours ahead of time for a scheduled departure from Aruba at 2p. Arrival time in Boston was 6:03pm. We arrived at the airport in Aruba and completed the check in process in plenty of time. When the plane coming to Aruba from Boston that day was late we were told they had experienced mechanical problems and we would be delayed in boarding our plane for takeoff to Boston. From that point on we had multiple delays as they were trying to fix our plane which we were told by people coming off the plane had an engine fire. Not only did we have multiple delays but we also had three terminal changes to deal with. During all this time the lack of communication from jet blue employees was horrible and unacceptable. Your employees were courteous and professional but nevertheless gave little or no information as to what was going on or how long we would be delayed. Some customers appeared to have some knowledge of what their alternatives could be and that jet blue would compensate any difference in their price for the flight and quickly booked other flights on other airlines.

Finally at almost 7pm we were informed flight 474 was completely cancelled and we would be shuttled by bus to a hotel for the night. Marriott Courtyard did a great job in accommodating us and providing a buffet dinner. We were also told that we needed to be on a bus at 1:15pm for a 4pm flight the next day. We decided to take the 11:15am bus to avoid any issues at the airport. Fortunately for us we made it to our gate on time after 3 hours of going through check in for a 2nd time in two days.

We were scheduled on a flight from Aruba to Fort Lauderdale and then to Boston and friends of ours we were traveling with were scheduled on a flight from Aruba to JFK and then on to Boston. This too was unacceptable seeing that were had a car service picking us up in Boston to drive us to Marshfield where we were going. Our friends would have had to wait in Boston well over an hour for us and the car service would have had to wait also. No one would help us change our flight to accommodate us arriving at the same time so I went on and changed our flight to the JFK flight with our friends. In doing so I had to pay for special seats on both legs of the flight for my husband and myself thus incurring an extra charge of $200.

Also, we paid for a non-stop flight both ways of our trip and were now providing for ourselves to get home on a one stop flight. It was also extremely frustrating watching our non-stop flight on Saturday take off from Aruba going to Boston and there we sat waiting for a connecting flight to take us to Boston which by the way we had to run for the connecting flight which was being held only because we were delayed on the tarmac in JFK for whatever reason.

On 12/16 Jet Blue communicated we would be receiving a credit for $150 each person because of the inconvenience we experienced. Your website indicates a credit of $200 for flight delays over 6 hours. Just another example of poor customer service. This is totally unacceptable for all we went through. I paid more for the extra seat price I had to pay. As I said in the beginning, we are frequent flyers of Jet Blue, we have another flight scheduled in February and we are extremely disappointed in our experience on this flight. When I pay for a direct flight, I expect a direct flight. Our experience I feel goes beyond being delayed and cancelled and the undo stress it caused. Not a great way to end a vacation. At this juncture we will definitely consider other airlines for our travel plans. We also feel that the $150 credit is not even close to what we deserve for what Jet Blue put us through. We would like a full refund in the form of a check for our recent travel experience. Rest assured as things currently stand we will continue to share our poor experience with friends and family if jet Blue does not do right by its long standing customer.

We look forward to an expeditious response to our request.

Dianne& Paul Bevilacqua

I was booking a flight to Las Vegas from Boston for November 24.2023. Today is the first day that was available. I entered all my information and rechecked it. I hit submit. As the booking was being processed and error popped up saying the price of the seat had changed, The priced increased 200.00 during the payment process. This is bait and switch at the least. customer Service at Jet blue and no longer an option as they offer no help at all. I hope corporate see this and responds. The Jet blue flying experience has changed a lot in the past year and not for the better. This could very well be the deciding factor to change airlines.

i checked out Delta and United. both offer same flight and at a lower cost.

Jet blue will probalby lower the fare at a later time but that does not help tohse of us trying to be proactive with bookings. Mind you a book 4-6 flights per year on Jet BLue and i am a Misica member. I guess that does not matter

Hello,

I am writing to request a reimbursement for the uber I took in to flight 327 out of Newark to MCO on 12/25 Christmas day that was cancelled due to a lack of pilot. This was first delayed then canceled and we were there hours before we found out. Besides that, it took 2 hours on line to rebook and they could only get us out on Tuesday. I had to split up from my family, they went out tonight and I go tomorrow and I now have to take a cab to the airport (was 80 dollars) and a cab from the airport to hotel. Not to mention, canceling the flight cost us 600 in theme park nonrefundable tickets. When we tried to rebook, everything was sold out.

We also had to book an extra day at the hotel adding 433 dollars to our trip because we had to cancel that hotel and coudl only get it during a day I have a religious observance. So I can't fly out any earlier, hence having to add an extra day.

I know cancellation go through some kind of review however I really feel that at the very least you should pay me for having to come in twice, and make some kind of financial amends on the other losses due to a preventable occurrence. If Christmas is the supposedly busiest day, then make sure you have amble backup in place. This totally ruined my whole families Christmas, but the financial impact is the bigger problem.

On top of that, the rebooked flight 1827 tonight was delayed over an hour. Pretty unhappy with Jetblue right now and I am hoping you do the right thing here. Please provide me with an email so I can attach the receipts. They are in pdf and your website won't allow that as an option.

Thanks,

Stacey Teller

646.734.6789

To Whom it a May Concern;

I was on a flight with my two children from JFK to Cancun Mexico On December 1, 2022 flight 1851 seats 5d, 5e, and 5f. I paid the extra $55.00 per person to upgrade the seats. None of our seats had a working tv. The flight attendant did try rebooting the system but that did not fix the problem. Our names are Denise K Fleming, Jonathan Anthony Danielson, And Jaida Rose Fleming confirmation number XEBIWT. It was along flight for children with limited entertainment, we didn't bring much knowing that the flight had the tv system.

Sincerely Denise Fleming

Jetblue cancelled 2 purchased flights and never notified me. Only later did I notice the flights had been cancelled when I went online to upgrade my seats. I accepted one of the flight changes but the other flight would not work for me. They then KEPT my credit and money and would not let me make a different flight. I called up customer service and TWO customer service people (one who is a supervisor) lied and said there was no record of there being any cancellations and would not refund money they kept for my return flight.

It is time for a class action lawsuit against Jetblue because many people are complaining about cancelled flights and no compensation.

Reservation LEUDEN

Daniel Scungio

Cheri scungio

Daniel Scungio Jr.

Our plane was delayed over nine hours on Flight 1075 on 12-04-22 which resulted in a lost day of our vaction.

This was our son's first plane ride and had so much anxiety by time we arrived in Orlando, he was unable to participate in the long awaited vacation. We were promised a $300 voucher per person which we never received because of the mechanical delay . I do not think we will be flying anywhere soon because of the stress we encountered including a turbulent return flight. In addition, we were told the second part of the problem did not arrive but the flight would be taking off and my child as well as others were upset by this statement and worried the entire time. I would prefer my fare back since my son is against flying again. My email is: [protected]@gmail.com and my telephone # is: [protected] if you need further info.

On October 26, 2022 I was travel to the Dominican Republic. The flight was delayed by 4 hours. My return was scheduled for November 26, 2022. When I arrived at your counter, an hour before the departure of the flight, I was not allowed to board because they had closed the door of the plane. Your alternative was to buy them new tickets at a very high price. How is it possible that you can delay the trip and nothing happens, but I lose money for your arbitrary behavior?

I bought tickets from United Airlines who gave me a better price and behave decently in contrast to you.

Hello,

My confirmation is FQTTLQ Boston- San Juan ,San Juan- Boston.

I did not include Tom Flinn who was on my account for traveling with me in my previous message. The aircrafts 321 in both directions did not have TV access.I would like to know if the same credit can be given to my account of $30.00 since Tom Flinn was also on my account FQTTLQ and did not have TV access either. It would be greatly appreciated!

Thank you,

Diana

I have spent countless hours on the phone trying to get help with my sign in. I have also spent an hour with the online chat to no avail!

The email address I have used for over 20 years has all of a sudden stopped working for the JetBlue website. They have it on file, but I do not receive emails.

I have tried to change my password, but the site then says they don't have my email address!

The chat girl asked me to change my email address! REALLY?

This has been going on for a while. They tell me it has been sent to the IT department, but no one has contacted me OR fixed anything.

WHAT THE HECK?

Kim Darcey

JetBlue #[protected]

My husband & I are mosaic -- also trying to pool our points. Can't do it with out a password!

We have reservations (HZRWNN And KHNATJ) to St Maarten from JFK and the return. We have our reservations. However, the online system does not seem to be working. When you login, you see your reservations but when you go to Manage Flights, you get an error message. I have called Jet Blue a number of times. They too also got the error and they constantly say, they will submit it to IT, etc. I have reported a Web problem a few times. I spoke to someone in a chat 3 times. They each say they will report the problem. Today, I spoke to someone and he said, there are problems with the computer access if there is too much open. He said to use the app on the phone. I did that. I do not get an error but I cannot see the entire reservation. I am looking to review the TSA precheck numbers, the passport numbers, the emergency numbers, etc. But

I cannot see them. [protected]@aol.com

We arrived in MIA after midnight, and our bags were delayed in JFK until 1030 the next morning. We were told the courier could deliver them to our hotel but it would be well after 3 on the next day. We were to board our cruise ship at 11-1130 am and set sail at 3pm, with 2 days at sea before our first port, Aruba. Our other option was to stay at the airport and get the bags ourselves off the turnstile that morning (if they came) then rush to the cruise terminal. We asked the lost bag attendant for a voucher and she said she had none, but to file for a refund when we got home. We already had a hotel booked and paid for 30 minutes away. We stayed at the airport hotel for about $300 including tax, slept in our clothes and went without toiletries etc. ONLY expense incurred was paying for another hotel night. This also saved JetBlue from having to deliver our bags to Aruba and pay for 3 days worth of clothing, scuba gear etc. They denied paying for the $300 airport hotel. "As we were reviewing your claim, we are unable to provide monetary compensation for the submitted expenses. JetBlue will reimburse costs for reasonable, actual and verifiable expenses (such as clothing and toiletries) you incur as a result of the delay of your bag. Expenses outside this spectrum would need preapproval from our leadership team."

We had to book a flight unexpectedly due to my father passing away, booked the flight and when we got to the airport, they would not allow us to get on the plane with our certified service dog. We had just traveled to NY on JETBLUE with the same dog a couple of months before my father passed away. The manager at the airport assured us that we would get a refund on our credit card for the whole amount. We were devastated and had to find a flight quickly to make it to NY for the funeral. I am baffled at the cruelty and lack of compassion but also at the unfairness of your organization in refunding our tickets. We have flown on JETBLUE for a number of years, always recommending the airlines to our friends and family. This past experience was above and beyond WRONG. I will assure you that I will pursue this matter to the fullest extent and am willing to go through an attorney for the CRUELTY and mental and emotional damage along with the fact that after all of that we were denied a refund as well. Please take another carefull look at this situation and let me know which way I should proceed.

11/13/2023 I booked a reservation with credit of $818 from a trip post covid. it was put into a travel bank. I booked the trip to Aruba with a return and was given a booking reference under the blue fare rules. I decided to cancel the trip under manage your booking and it gave me the option to cancel with no penalty and I would be credited the full fare. I was given a travel bank # and proceeded to the bank and it was empty. I called customer service and was on hold for 80 minutes and finally got a representative Erica who explained the previous booking was only good for a year with the bank. I asked for a supervisor Noel and held on for another 20 minutes only to be told the same information and there was nothing to be done. Basically my $818 was gone even after the manage your booking let me cancel and refund my fare with no warning of the expiration on the travel bank. Told them this was unacceptable as I feel scammed by not being warned I would lose my travel bank. Noel put me on hold and had to call me back to transfer me to another supervisor who said I was at a loss. After 3 hrs of trying to rectify the issue, I'm left to every other avenue I can think of to get my $818 back. Hence this complaint letter and further action if necessary.

As I am writing this I have been on the phone, mostly on hold, for two hours, it is 1:37 pm 11/6/2022. I had a flight booked JFK to London Gatwick department Nov 18 2022 returning December 4, 2022 I needed to make a change by changing one date the outgoing, Nov 18 to November 14, all other information including flight time etc remains the same. The outgoing portion of the flight is considerably cheaper, I should have been given a refund in my travel bank of 314.00. I am on the phone now trying to obtain the fare difference be credited back to my account. If I were to cancel the ticket, which I can do with no fee associated with it, I would lose the money I paid on insurance and the new flight, which would be exactly the same would still save me 314.00 cheaper! How does this make any sense?

Their website keeps showing errors when you try to make the change, to "chat" with someone is 2hrs wait and to call they want to charge you a 25 fee but are unable to make the refund at their end?

My son and I booked flight Boston/Richmond Va for 17 September - Flt AA9361 which was operated by Jetblue. When I received email re paying for baggage online (AA said that this should be done by the operating carrier ie. Jetblue), I followed instructions and all was OK until I had entered my payment details then the site crashed and I assumed that my details had not gone through. This was 16 Sept, the day prior to flight. Rather than try again and maybe be unsuccessful, I waited and checked bags in on Sept 17 at airport. Explained about earlier attempt to check bags in online and counter staff said, she had no record of any bags so we paid to check them at airport at a higher rate!

When I checked my Travlex Travel Money transaction report, Jetblue had charged us twice for the same two pieces of baggage, first on 16 Sept US$60

and then 17Sept US$80.

I tried to contact Jetblue while I was travelling on holiday through south eastern USA, which was to no avail, so went online yesterday and tried the chat line.

Your customer relations employee had no desire to help me and just kept to the mantra that I must have checked two extra bags in and that Jetblue doesn't refund baggage charges. She was very insistent and would not listen to the facts that I was obviously charged twice for same two bags.

Further, you clearly have a record of number of bags which accompanied the booking so it is also obvious that I was charged twice.

By keeping the extra amount charged, it would appear that Jetblue has actually stolen my money and has given me no possibility of redress.

I would request that you refund me the second charge made at the airport

(US$80) so that this matter can be finalised.

When I read that your CEO takes home US$51million, I start to wonder how many unpaid claims contribute to his hefty paypacket.

on July 26, 2022 I had a 2:20pm flight fromft Lauderdale to jfk airport. they told us there was a delay and we would be taking off at 4:00pm which didn't happen. we were then told we were not leaving until 5:30pm. we finally boarded and taxied out to the runway at 5:30pm and then sat on the runway for 2 hours until 7:30pm, where then some people demanded to be taken back to the gate. a few people left the plane and did not return. we were then told we were going to depart at 8:30pm where we sat on the runway again until 9:10pm

when we finally took off. we arrived at JFK at 11:30pm where we then sat on

the plane for another half hour because there was no gate to pull into. we finally got off the plane and then waited an hour for my luggage. so, the moral to the story is...i left my house at 11:45am on July 26th and did not arrive at my destination until 2:00am on july 27th the next day which made this a 14 hour day of traveling for a 3 hour flight. i'm hoping at some point after reading my complaints there will be some kind of compensation for all this misery.

second complaint:

on june 12th, 2022 we were returning from cancun,mexico. we waited on line for 3 hours to get checked in. no one spoke to us as to what the delay was. finally they told us the computers were down and they were processing everything by hand. they had to hold the flights because everyone was late.

we finally got home hours late.