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JetBlue Airways Complaints Summary

39 Resolved
359 Unresolved
Our verdict: With JetBlue Airways's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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JetBlue Airways complaints 398

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12:39 pm EST

JetBlue Airways trueblue frequent flyer program

I signed-up for this program many years ago. I clearly remember the literature stating that I would NEVER lose my points. However, when they switched to a new point system, they took away ALL my points. I've contacted them so many times over the past few years, I'm BLUE in the face. I'm just going to cancel my Jet Blue card, fly another airline, let people know that they LIED to me, and get on with my life. Customer No-service!

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8:52 am EST

JetBlue Airways I am done with this airline!

I am not even sure where to start. Well, the problem was that they changed my name and because of that I was kicked off the plain. I used PayPal to buy a ticket and I'm sure that I filled in everything right! When I got to the airport I gave my passport and told that there should be a ticket for me. But I was told that there was no reservation made by me. Yes, there was a ticket with a similar name on it, but they couldn't give it to me. I spoke very polite at the beginning. I told that probably there was some kind of mistake and I paid for than ticket. “I'm sorry, Sir. But there is no way I can give it to you. If it's really yours you must have a check.” girl said. I told that I completely forgot to print it, but I can call the number of my credit card. I wanted to say something more just to save the situation, but she just closed the window. There was still 5 minutes till my flight, so I took my bag and tried to get inside the plain. But I was rudely kicked off it by guards. No apologize, no money, no ticket!

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9:40 am EST

JetBlue Airways flight cancellations

Last Wednesday, October 28, my flight was cancelled 8 hours before the flight was scheduled to take off at 8:30p from JFK to JAX. I was given a seat on a flight the next day with no offer to be rerouted to another city, or even take an earlier flight. By the time I was able to contact a member of your team, it was too late to make the earlier flight which would have gotten me home the day I needed to be there. What irritated me about my flight being cancelled so far in advance is that people with whom I was traveling were on other airlines that left the same airport at the same time and I was left behind in New York City with no offer for accomodations in such an expensive area. I was forced to call around to work colleagues to find a couch on which to sleep as to avoid a very expensive hotel. The next day, my flight was scheduled at 2:50p for which I checked in on my phone at 12pm. I arrived at desk to drop off my bag at 2 and they had given away my seat. The lady behind me was taking off at 2:55 and was allowed on her flight with no problems. When I asked for a solution, the gentleman at the desk shrugged his shoulders and told me I was out of luck. It took negotiations for them to grant me a seat on a flight to Orlando which is 2+ hours away from home. Because I had to take this flight, I was forced to miss another work opportunity which cost me a significant amount of money. I was able to rent a car from the airport and drive back home. All in all, my flight being cancelled cost me a good deal of money in accommodations and lost opportunity with absolutely no concern from the airline. This was my first time flying Jet Blue as I have been a lifelong Delta flyer. If being honest, the actual flight accommodations were very impressive however I have never felt more disrespected as a customer from an airline. I was hoping for a survey for my return flight to Jacksonville to express concerns but they never sent one.

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3:28 pm EDT

JetBlue Airways careless customer service

On August 2014 I booked a flight for myself and my autistic Child from New York to Tampa we were very excited to fly out and visit the family in Florida. We arrived to the airport two hours early we got on the line to check our bags the lines were extremely long and it was taking so long to get to the front. My fear was to miss our flight. I tried speaking with one of the customer service people on the floor they ignored me and walked away as if I was not there. After a half hour I get to the front of the line we get to check our bags, we proceeded to the Airport Security line. Usually I walk through the fast lane because my child is special needs. I tried speaking with the security to be let by on the fast lane, her response to me was NO you have to go back to the other line I explained my child is autistic and we might miss our flight she said I'm sorry but you need to go back to the other line. I keeped insisting for her to let me through and she did not. I stood on the line by the time we arrived at our gate our plane had just left. I was devastated angry upset did not know what to do, first time something like this happens to us. I was told to go to the Customer Service booth in the airport, and explained the situation. I spoke to one of the customer service rep who was supposed to help, the lady looked at me and said you missed your flight I cant do anything for you, she even said whose fault is it? In other words it was my fault. I asked to speak to a manager she said she was the manager. I literally begged her to help me and she kept telling me to move to the side so she can help others. I left that section to look for someone else to help me, I found another booth I went to the booth spoke to a gentleman who told me he couldn't get me a flight to Tampa that I would have to come back the next day to see if something was available. My daughter was upset catching tantrums annoyed mad she wanted to get on the plane. The man said I have something for tomorrow you have to come early it departs at 7am I said that's great we were at the airport the entire day from 6am till 9pm we were sent home. I arrived the next morning back to the airport and to my surprise I was not in the correct airport, I know I should have looked at the passport but because I was just so upset about the entire situation that I did not bother the rep told me it was at the same airport. Two horrible days at the airport with my special needs child. Stood the entire day once again at the airport until they found a flight going to Orlando they booked my child and I.We arrived at Orlando airport we waited for a private car to pick us up to take us to Tampa a very long Night. We did not get to Tampa till 3am. Horrible Customer Service no one wanted to help us, they did not care that I was with a special needs child. I even wrote an email to Jet Blue and they never responded back. I am truly disappointed with them.

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7:47 am EDT

JetBlue Airways ck in process time

Got to the airport one hour and a half early waited in line 20 min. when I got to the counter I was told that the flight was closed out and either I had to pay $50.00 to take the next flight or wait until next day and pay the difference in ticket price and the fee to make the change. My flight was scheduled to departure at 6:45am and got the counter at 5:50am.

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2:49 pm EDT

JetBlue Airways flight being delay

My husband and I had a flight out of lga airport on september 3, 2015 at 9:30am got to the airport at 7am was told that our flight was canceled, and their were no more flight leaving until 9pm that night, my husband just had spinal surgery couple months back needed a wheel chair to get around, was told if we needed an earlier flight they could get us a flight leaving from, jfk airport, at 1pm that same day, now I was put in a position where I had to take that flight leaving from jfk, due to the fact that my husband had an appointment for his condition, this was very hard for me to have had to take a shuttle from lga to jfk not only dragging my luggages to the shuttle but had to assist my husband at the same time, I am really disappointed with the service that jet blue had to offer, and still miss the appointment that was schedule, my husband name is ocran henry my name is angella gayle his wife, the ticket num is [protected] flight number 1371 was leaving from lga sept 3 at 9:30 and was canceled we both was on the same flight, I would just like to be refunded or compensated for all of what jet blue put me through that long day, thank you

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5:37 pm EDT

JetBlue Airways rude and careless cabin crew

It was the worst flight I have ever had before. I was shocked, how the crew treated other passengers and me as well. I asked to bring water, because I felt nervous and wanted to drink, but the cabin crew refused and told to wait, but she told me in very sharp and rude voice. Ok, I waited, but 20 minutes passed and she hasn’t brought water. I asked again, but she hasn’t even looked at me.

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1:29 pm EDT

JetBlue Airways faulty website

Poor JetBlue is living in the stone age. To make a simple itinerary change requires a phone line and plenty of time to wait on hold (after working all day and a night shift). It's costing me $75 to make simple change, and would cost another $75 to cancel. So for a total of $150 in fees for a one way ticket which cost $35! Now I see how their fares can appear so low, they steal their money back! Thanks JetBlue, I wish I had time within 24 hours to call you, that would be so convenient for me. Too bad I don't have more free time, and too bad I couldn't change my flight. Unfortunately I work for my money instead of stealing it from honest people, and you took advantage of that.

These poor cave/con-men have no respect for the rest of us. Neither I or any of my clients will fall for their shenanigans ever again. Can you believe it, a large company in 2015 without a working website! How embarrassing.

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2:27 am EST
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JetBlue Airways failure to issue refund

On 1/25/15 due to winter storm Juno I had to purchase two new tickets to avoid a weather cancellation. I changed the flight from 1/27/15 to 1/26/15 from JFK to Long Beach, CA. For two people this cost me $1409.76.

jetBlue’s web page on 1/25/15 stated: Due to Winter Storm Juno we will waive change/cancel fees and fare differences for customers traveling on Monday, January 26, 2015 through January 27, 2015 to/from the following cities: New York, NY (JFK).

The original tickets were bought for me as a gift on a different credit card. The new ticket was purchased by me. Getting a refund has been a humiliating experience, holding on the phone for extended periods several different times, being made promises that were not fulfilled, and unprofessional rude supervisors telling me no are just part of the story.

I received $944.88 and was told the $464.88 remainder was put on the original ticket buyer’s credit card. I do not want to ask the gift giver to give me back the money. They will not make the correction or a goodwill credit.

I have been flying with jetBlue since year 2000 and have never been treated with disdain and contempt until now. Another time I needed a refund and it was difficult but nevertheless accomplished.

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11:41 am EDT
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JetBlue Airways incorrect information

I'd like to express how extremely upset I am with my experience flying JetBlue Airways. My fiancé and myself came to Las Vegas for my sisters wedding. I was the maid of honor! Well after the pilot mislead us to the wrong baggage claim, the bridal party left us behind and we missed the wedding ceremony! We were advised by the pilot to go to terminal 12. We had to wait for a shuttle to be driven to terminal 12. After waiting about 25 minutes for a shuttle, we arrived at terminal 12 and there was no luggage! It took us quite some time to figure out that what he meant to say was terminal 21! At this point we had to then wait for another shuttle, one come but was filled up, so we had to wait for another! When we finally arrived to terminal 21, we found our luggage back in an office! The woman there acted as if she had no idea what happened and didn't even offer an apology, on behalf of JetBlue! She basically told us that we should've asked more questions! I was extremely upset! Due to the misinformation, I missed my sisters wedding ceremony and I was supposed to be her maid of honor! This was 100% unacceptable!

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MkStItCh
West Seneca, US
Aug 27, 2014 3:16 pm EDT

Your saying that because of a 25 - 45 min delay that you missed the wedding... WHAT?
Why would you plan to arrive at the last minute for your sisters wedding?
Why didn't you plan for delays in advance?
What would you have done if the flight was delayed because of a storm... Blamed God for making the weather bad?

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6:01 pm EDT
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JetBlue Airways on flight incident with a elderly man touching my 17 year old daughter

My 17 year old daughter was flying to New York with her best friend who is 18 on June 16th leaving Long Beach Airport. Flying with Jet Blue at 8:54 p.m. Arriving in New York at 5:10 a.m. During this time while they were flying. My 17 year old daughter was sitting next to an elderly gentlemen who introduced himself to the girls. They couldn't understand him too much. They said cause his English was terrible and he was so old. But they were being polite and shook his hand and said nice to meet you. During the flight, the elderly man tried to touch my daughter a few times. My daughter pushed his hand away from her leg. And her friend yelled at him to keep his hands to himself. Then he put his hand on her breast. And said he wanted to make love to her. The girls informed the flight attendant. They were told that he could not be moved, cause he needed assistance. The flight attendant told the girls that there was only one seat available. And that they could only move my daughter. My daughter was afraid to leave her friend alone and did not want to be moved. At this time my daughters friend traded seats with her. For my daughter was so scared. The flight attendant told the man to go to sleep and not talk to the girls anymore. cause they wanted to go to sleep. They were not checked on. And the elderly man put his face in front of my daughters friend. And told her, if they wanted to go to sleep, to close their eyes. The girls were frightened. They did not sleep. And hugged each other throughout the flight. The flight attendant apologized. Told the girls. I'm sorry about that. My daughters friend sent Jet Blue a survey informing them of the incident. But have yet to respond. I, Pamela Correa, (parent of the minor) believe that, they could of tried to switch the girls seats with two gentlemen.

Pamela Correa; [protected]

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jmccauley3751
, US
Jun 06, 2011 11:10 pm EDT

For months now, I've had a problem with booking reservations on JetBlue's web site. I get through the process, select everything, submit the payment request, and the system hangs. My technical environment is standard. Win7 pro, IE8, all software current.

JetBlue's response has been pathetic.

I'll now find another machine and book it there.

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Rioda
, US
Jul 08, 2010 8:25 am EDT

I was boarded to depart at 5:10 pm on Flight 12 last week on 5/11. We did not depart until around 6:20 and sat on the runway without update from any of the flight personnel. they remained in the seats and the captain made no announcement until the last 5 minutes that we were told we were 2nd in line.

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8:50 am EDT
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I bought a ticket for my mother ( Zenaida Hilario De Bonilla ) 72 years old female, Tuesday 04/29/2014 to fly from Orlando, FL. to Newark, NJ.. fly # 324, confirmation JJLPIU, that will leave Orlando, FL. at 1325 and arrive Newark, NJ. at 1613, on 05/03/2014. We arrived Orlando airport around 1145 am, 1 hour in 30 minutes prior the fly. The ticket agent her...

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8:25 am EDT
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JetBlue Airways missing jet blue points

I requested missing JetBlue points 2 weeks after flying. I flew with my husband and accidentally put his ticket number in when claiming my points. After looking into this after their 90 day claim policy has passed I found it my claim was rejected for my error. They didn't bother to contact me while they could see me in their system and since the time frame had passed they were not longer able to credit me my points. While trying to make me feel better about the situation the rep told me that at least I hadn't been flying JetBlue for 2 or 3 years and lost the points it was only for one flight. Thank you JetBlue for making me feel better about my lost points. Your customer service has been excellent to get me back the points I earned for spending money flying your airline when I could've chosen another that would be happy to credit my points. So much for your True Blue points never expiring.

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11:53 am EDT
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JetBlue Airways missing luggage

Let me set the scenario for you. There were 7 travelers total. The flight from Raleigh to Puerto Rico cost them $150 each. Everything to Puerto Rico was wonderful and there were no problems.
Coming home was different. Each traveler paid $170.00 for their airline tickets. Five of them are under the age of 9 and were traveling with their 68 year old grandmother. The other is 18 years old. They checked a total of 9 bags. Their flight from San Juan to Boston left 1 hour and 20 minutes late. Their flight from Boston to RDU left 1 hour and 30 minutes late. We came from Wilmington, NC to pick them up which is 2.5 hours away. We were sitting in the airport due to those delays for nearly THREE hours.
When they finally arrived at RDU and we picked up their bags, we failed to realize at the time that one bag was missing. As you could imagine, with the kids having traveled since 3 am, the delays, and parents not seeing the kids for over a month, we were all mentally exhausted and ready to go home.
After we got home in Wilmington (2.5 hrs from Raleigh) we realized that one bag was missing and that it was one of the kids. I immediately called JetBlue Baggage Service in RDU (spoke with Pedro) who said there were not any bags left unclaimed from their flight. So you’re telling me that either the bag was never there or another traveler picked it up?
After I made 3 additional phones calls, Pedro called to tell me that the bag was found in PHILADELPHIA. What part of RALEIGH-DURHAM says PHILADELPHIA? He proceeded to tell me that if the bag arrived to RDU that evening he would have it delivered to me, but if it came in the next day I would have to go pick it up. What difference does it make in the timing of when the bag arrives to where it should have been delivered in the first place? I did not send the bag to PHILADELPHIA, JetBlue did.
I received a call at 12:41 am that the bag is back in Raleigh and ready for me to pick up. I called back at 7 am and was told by Michelle that I either have to come pick the bag up or have it delivered COD! JETBLUE sent my bag to PHILADELPHIA! I was confused as to why I would be penalized for something that was clearly JETBLUE's mistake. I asked to speak to Michelle's supervisor (Dina) and was told by Dina, that because I filed "a courtesy claim" by phone, they will not deliver my son's bag. Why does it matter if I filed a claim at the airport or by phone? The bigger point is, JETBLUE sent my bag to PHILADELPHIA! It was never at RDU while we were there to be picked up regardless of how you look at it.
I was told that the delivery charge is $100. JETBLUE sent my bag to PHILADELPHIA and now wants ME to pay for it to be delivered to Wilmington, NC! Realistically, I do not feel that I should have to pay anything! At this point, I just want the bag. I calmly asked Dina to split the cost with me? Is that too much to ask since THEY sent my bag to PHILADELPHIA? She said that she couldn't adjust the cost. When I asked why, I was told that it was because I did not file a claim at the airport. Facts are facts. The bag was not originally delivered to RDU. As previously stated, how I made the claim should not matter when this is clearly 100% JETBLUE's mistake. What was even more frustrating was that she offered me a travel voucher . After the way that this being handled, do you really think I want to travel JetBlue again? Let me get this straight, I've already spent $2, 200 in airline tickets and they want me to spend another $100 for delivery of a bag JETBLUE sent to PHILADELPHIA! If the airline is willing and able to offer me a travel voucher then why couldn't they cover the cost of delivery of my bag? How about this: use that "travel voucher" to send my bag to Wilmington, NC.
I asked Dina if there was someone in a higher position than her that I could speak to about the situation as I felt this is completely unacceptable and not being handled properly. She said that she was the person over all the JetBlue operations in RDU. So now, I'm left with the dilemma now of paying the $100 for the bag to be delivered or spending 6 hours of my time, missing work, and paying for gas to travel to and from Raleigh to pick up the bag that JETBLUE sent to PHILADELPHIA! I still cannot believe the way in which this matter was handled.

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8:09 pm EDT
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DON'T get fooled, when JetBlue offers you this insurance, that covers nothing...they mislead you into thinking that the insurance is good if you need to cancel for any reason. Not a DEATH, OR a PROVEN MEDICAL emergency.. its a scammmmmmmm Cancellation coverage refunds prepaid, nonrefundable payments if you have to cancel your trip for one of the reason...

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10:12 pm EST
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JetBlue Airways cancel flights, leave you stranded

We wanted to fly from newark to orlando florida a day in advance of our cruise to be sure we wouldn't miss our cruise. Jet blue cancelled our flight claiming it was "weather related" yet united airlines was able to fly out right before and after our scheduled jet blue flight from newark to orlando. The fact is that something happened with the flight coming from orlando to newark that caused it to be delayed for over 3 hours and since that was our originating flight, they cancelled ours under the guise of "weather related". Jet blue only offered to refund our money and would not assist us with transferring to united despite the fact that united showed they were flying with no issues. We had made two reservations under our credit card, one of us and one for our parents. Jet blue put us on different flights for the next day on a schedule that would have resulted in our parents missing the cruise! We were forced to pay full "same day" fare with united with zero assistance from jet blue. Anyone flying to florida to catch a cruise, avoid jet blue! They just don't care and according to their bill of rights, they are allowed to cancell a flight and leave you looking to keep your schedule totally on your own!

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11:44 am EDT
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JetBlue Airways lost baggage

I flew this summer on jetblue (First time) on a direct flight from long beach to jfk. I was told to check my bag as the flight would be full. I said is it going to be safe? The agent said yes — especially as you are on a direct flight and you have arrived well before the baggage deadline. So the bag was check. It never came on the luggage carousel. So I filed a claim. I followed up every day as I was in nyc for business and needed everything that was in that bag. Nothing. I called after the trip and asked about the reimbursement process. I told them I would have a hard time finding the original receipts. And I was told that was fine and to go ahead an purchase similar replacements. And to hold onto those receipts to submit on the claim. Which I did. No surprise — the claim was denied because I didn't have the original receipts. This is thievery. Oh, they would give me $500 and tickets to fly jetblue — but why would I ever want to fly that airline again?

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Gerard B
Pasaic, US
Apr 25, 2012 11:08 pm EDT

My friend had his baggage lost on a Jetblue flight so he wrote a song and made a video about his frustrating experience dealing with JetBlue. Here's the link to the youtube video. lol

http://youtu.be/IPJhW3rc7NY

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1:17 pm EDT
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JetBlue Airways delay & subsequent cancelled connecting flight

Re: Jet Blue Flight #644 San Francisco to JFK connecting to Flight #22 JFK to Syracuse
Date: Friday June 22, 2012

Upon arriving and checking in at the SFO Airport I was told that the outbound [1st of 2 flights] had been delayed. Not a problem unless the connecting flight was going on as planned...The Jet Blue representative said it was and that the trip would be completed. Once on board the 1st leg of my trip I asked the flight attendant to reconfirm that the connecting flight was going to be on time and she said she would check and get back to me. She never got back to me and now, it was of course, too late to delay the trip until the next day.

After arriving in JFK i could see that the connecting flight was indeed cancelled in clear weather conditions? No accommodations in the area were available (both hotels full) and no connecting flight until the next day. Turns out that over 370 flights had been cancelled this day, due to a fire at the FAA building in nearby New Jersey which caused the many cancellations.

Long story short, had to try and sleep on a stone floor with many others, no concern from any Jet Blue employees, not even a cardboard box to lay on...the worst travel day of my life. Would like to be compensated for future travel in lieu of this chaotic and disrespectful incident.

Respectfully,
Michael Ennis

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8:54 pm EDT
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JetBlue Airways the travel package price

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.

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9:03 am EDT
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JetBlue Airways bait & switch

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.

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