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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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9:43 pm EDT
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JetBlue Airways flight change

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!

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8:27 pm EDT
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JetBlue Airways trueblue policy

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.

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4:51 pm EST
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JetBlue Airways customer service

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.

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8:47 am EST

JetBlue Airways requesting a refund

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.

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8:48 pm EDT

JetBlue Airways horror

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.

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6:35 pm EDT

JetBlue Airways disgusted!

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...

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7:17 am EDT
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JetBlue Airways stolen credits

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

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Halirmo
, US
Apr 29, 2010 6:50 pm EDT

Since I´ve met JETBLUE I´ve had a great experience with them but last flight they lost my baggage with my personal stuff and I had a terrible time without clothes and personal items. JETBLUE, PLEASE FIND MY BAG!

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mdeditius
49007, US
Mar 29, 2012 10:37 pm EDT

Same thing just happened to me. Did you ever get anything back from FraudBlue? I could use your help if you did. mdeditius@gmail.com

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2:27 pm EDT

JetBlue Airways terrible customer service

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.

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Brobass
, US
May 26, 2010 10:40 am EDT

Wow. I used to love JetBlue. I have recommended it to hundreds of people, since I've been flying JetBlue since 2 weeks after it went into business. But after tonight's two hours on the phone on hold and then finally with a very nice but ineffectual representative, I will be reevaluating my family's travel choices, and closing our JetBlue American Express cards. I will also open a formal complaint with American Express.

I called today (2/5/10) to redeem my remaining Old TrueBlue Award for a date five (5) months from today. I was told that there were no award seats available on the day I required, and that the closest days that had available seats on them were 4 days earlier or 4 days later! This, despite the fact that the vast majority of seats on the flight have not been booked! It is obvious that JetBlue has drastically reduced the amount of seats it makes available for Old Awards, and thus the thousands of dollars I have spent, and that my wife (who has remaining Old Awards and Points) has spent, were spent in vain. The awards we were earning have now become useless. I feel so betrayed by JetBlue, and I am extremely disappointed that this company that I had so much respect for has shown that, despite my loyal and constant patronage for ten years, they have treated me and my family unfairly.

The only thing I could do was to book a return flight using the Old Award, but the issue remains as to how my wife and I will GET to Chicago for the charity fundraiser we are attending (and that we help to organize, recommending to dozens of others which airline to fly to get there -- we will certainly be reevaluating those recommendations). It will be impossible to reach the number of New Points required to earn a reward under the new system -- and it is unreasonable for us to have to, in effect, re-earn the awards that we already earned. It is patently unfair and disingenuous for JetBlue to have changed the number of seats available on each flight so drastically while we still have awards that were earned with the reasonable expectation that if we tried to redeem them (5 months in advance! -- and on a weekday!) there would be award seats available -- especially when the flight is currently mostly empty.

I requested to speak to a supervisor, and I was told that "everyone at this level is a supervisor", and that no one had the power to make award seats available on any flight. Surely this is not the case - the company is making the decision to severely limit award seats, despite the fact that their customers have been operating under the agreement that their loyal patronage and use of the JetBlue American Express card would result in a reasonable expectation of a return on that investment.

I will now advise everyone I know and do business with that something has gone terribly wrong at this company, and it is to be avoided.

By the way, I submitted this complaint, at the recommendation of the representative at JetBlue, and after I submitted it, I got the following email back from them:

Thank you for contacting JetBlue Airways regarding your TrueBlue account. JetBlue has just completed
transitioning to a new reservation system and as a result, the TrueBlue help desk is currently receiving a high volume of email and can no longer accept them at this time. We apologize for the inconvenience.

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dnevell
, US
Sep 13, 2011 6:40 pm EDT

Wow. I used to love JetBlue. I have recommended it to hundreds of people, since I've been flying JetBlue since 2 weeks after it went into business. But after tonight's two hours on the phone on hold and then finally with a very nice but ineffectual representative, I will be reevaluating my family's travel choices, and closing our JetBlue American Express cards. I will also open a formal complaint with American Express.

I called today (2/5/10) to redeem my remaining Old TrueBlue Award for a date five (5) months from today. I was told that there were no award seats available on the day I required, and that the closest days that had available seats on them were 4 days earlier or 4 days later! This, despite the fact that the vast majority of seats on the flight have not been booked! It is obvious that JetBlue has drastically reduced the amount of seats it makes available for Old Awards, and thus the thousands of dollars I have spent, and that my wife (who has remaining Old Awards and Points) has spent, were spent in vain. The awards we were earning have now become useless. I feel so betrayed by JetBlue, and I am extremely disappointed that this company that I had so much respect for has shown that, despite my loyal and constant patronage for ten years, they have treated me and my family unfairly.

The only thing I could do was to book a return flight using the Old Award, but the issue remains as to how my wife and I will GET to Chicago for the charity fundraiser we are attending (and that we help to organize, recommending to dozens of others which airline to fly to get there -- we will certainly be reevaluating those recommendations). It will be impossible to reach the number of New Points required to earn a reward under the new system -- and it is unreasonable for us to have to, in effect, re-earn the awards that we already earned. It is patently unfair and disingenuous for JetBlue to have changed the number of seats available on each flight so drastically while we still have awards that were earned with the reasonable expectation that if we tried to redeem them (5 months in advance! -- and on a weekday!) there would be award seats available -- especially when the flight is currently mostly empty.

I requested to speak to a supervisor, and I was told that "everyone at this level is a supervisor", and that no one had the power to make award seats available on any flight. Surely this is not the case - the company is making the decision to severely limit award seats, despite the fact that their customers have been operating under the agreement that their loyal patronage and use of the JetBlue American Express card would result in a reasonable expectation of a return on that investment.

I will now advise everyone I know and do business with that something has gone terribly wrong at this company, and it is to be avoided.

By the way, I submitted this complaint, at the recommendation of the representative at JetBlue, and after I submitted it, I got the following email back from them:

Thank you for contacting JetBlue Airways regarding your TrueBlue account. JetBlue has just completed
transitioning to a new reservation system and as a result, the TrueBlue help desk is currently

receiving a high volume of email and can no longer accept them at this time. We apologize for the

inconvenience.

So, I'm not only screwed, but they don't even hear me saying that they've screwed me.

What a disappointment.

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Mapple
, US
Feb 28, 2010 8:08 am EST

There is no more help options for me & my dog. I have to write this quickly as The Radisson Hotel Austin North in Texas just kicked me & my service dog out into the street so I am using my laptop on battery power.I am a 49 year old woman who is seriously ill & trying to make a home in Guatemala. Our nightmare began on April 21st 2017 when we were schedule to fly from Portland, Maine to Houston, Texas. From there, after visiting friends, we were going on to San Jose, Costa Rica, then busing up to Guatemala where I own a small house. All flights were booked as 1 way flights. I booked online but called to confirn my itinery because I fly with my dog. I was assured more than once that everything with our plans were fine. We arrived at the airport early but where informed our flight was rescheduled. Well, that went on all day. In a nutshell, it took us 2 days to get from Maine to Texas & we slept a little in JFK airport. My dog had to go 24 hours without food. Right now we are out in front of the Radisson with nowhere to go. Jet Blue messed up our flight to Cosa Rica so it was completely canceled. After a lengthy battle I was told that my money would be put back into my bank account so we could at least survive & perhaps take a bus to Mexico. I am retired so I only receive a small monthly check. They even had talked me into renting a car as that money is gone as well. We are down to $30.00 until June 1st. I have not eaten 2 days now. We had to sleep outdoors last night as I was supposed to leave & the hotel is booked. They were nice enough to keep my things for 1 night but now I am going to lose everything as Jet Blue has not returned my money, not 1 dime & I could have booked a ride on the Greyhound bus for tomorrow morning to at least get to the Mexican border, but now I do not have enough money for even that. The Radisson will not keep my belongings for even 1 night if I cannot show that I can pick them up tomorrow. So here we sit, it's been thunderstorms on & off all afternoon & is supposed to rain into the evening. We will sleep on the ground, behind a building, in the pourin rain, all of our belongings gone, nowhere to go, no money for food or water, all because Jet Blue is greedy & the Radisson is the same. Oh, the security guard Gail, just came out to "give" me a sandwich... I can buy my own damn sandwich THANK YOU! I never asked for anything free, just some human kindness. I will try to post this on a couple of other site & email a copy to Jet Blue & the Radisson. I pray we die soon, rather han drag it out. I an completely exhausted as is my poor but WONDERFUL dog!

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Skr83
, US
May 08, 2011 12:54 pm EDT

I purchased two tickets from Boston, MA to West Palm Beach two weeks ago for my 3 year old daughter and I and my boyfriend decided to go couple of hours after I purchased my ticket. I called jet blue to make we can sit together. While the representative was on the phone, I Purchased the ticket on a third parties website. The representative put us to sit together, today I received an email with different seats the the ones she told me. I called jet blue to complain and the first rep was rude and hung up on me after I asked to speak to her supervisor. I called a 2nd time and the rep told me that the flight was booked and there's nothing that she can do. I asked to speak to her boss, she put me on hold and never came back on the line. I called a 3rd time, this rep was somewhat helpful, but I never received what I was promise. I hope to never fly them again.

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Mokrelle
, US
Mar 09, 2010 7:26 pm EST

We booked tickets to Florida and got an email notice our flight is cancelled and must take a later flight. We have an infant and wished to get home earlier. This is why we booked the return flight in the early afternoon.We now have to change our car rental reservation and prolong hotel stay and we wanted to know what the airline do for us. After exploring the only option of must accepting a later flight, we asked for compensation and the airline said read the fine lines that we can charge you $100 dollars for changes but we can change whenever we like. Got hang up, had to call back twice, wait for half an hour at 8am to get the answer to our second question. We asked since we have extra leg room seats on return flight but sitting opposite in ail seats could they move one seat so we can sit next to each other.The answer it costs $25 dollars to move our seats bc its extra leg room seat but we already have them and why are we being charged.Answer b/c computer does it and absolutely make sense to the rep that we are charged! I will never fly with them again.

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Svarovsky
, US
Feb 12, 2010 3:23 pm EST

I booked a Getaway vacation to the Bahamas. Trying to add a meal plan JetBlue charged me $3037.99 for a $1251 meal plan. At the time of the booking the agent failed to inform us of a room rate change or a change in a rebate on the first booking. The agent made us believe the entire cost was the meal plan and only after we arrived at the property did we discover the Bate and Switch by JetBlue. I suggest running away from this company. Their customer service and sales practices are at best misleading.

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frustrated2core
, US
Sep 05, 2011 1:20 pm EDT

I am on the phone trying to book a reservation through the old true blue program and I've been holding while the male customer service person who I think is called Jeff is calling for the supervisor.

I've been holding on line for 26 minutes and counting. I still have not been able to book a flight using my old true blue program and I'm trying to book as far out as August. I'm still holding online and these past few days have been the most frustrating experience I have ever had with any one company. I've been with you guys for a long time. I'm a loyal customer.

I do not understand why none of your customer service representatives know how many total seats are available to old true blue program true blue pass holders. I am STILL holding on the line for your representative to come back.

And it is now almost half an hour. What is going ON? How come your customer service representative haven't come back on the phone to check or to update me on when the supervisor is coming?

If I hang up now, I will have to start all over again.

This is such POOR customer service.

gigexum
gigexum
San Antonio, US
Aug 24, 2011 5:31 pm EDT

This is a strange mix up that should be easy to fix on Jet Blue's part, but with the way we purchase tickets online these days it's hard for them to do. As far as I can tell, you can purchase tickets without an account from sources other than Jet Blue, so I can't think of how they would be able to help you change one letter on the boarding pass depending on the circumstances. Whenever I had a issue with a boarding pass at the airport (my name was spelled wrong for whatever reason, issues like this have happened more than once) I was still able to get through or they were able to fix the boarding pass right there at the kiosk in the airport.

I hope that reassures you, good luck getting your ticket issue resolved. Maybe contact the airport you'll be flying out of next to help you fix the issue?

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poorlooser
, US
Sep 10, 2010 4:17 pm EDT
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WILL NEVER EVER TRAVEL WITH JETBLUE AGAIN...

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poorlooser
, US
Sep 10, 2010 4:16 pm EDT
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"just some human kindness." - you cannot expect this from jetblue. Had a similar bitter experience and I lost my hard earned money too...

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2:16 pm EDT

JetBlue Airways terrible experience

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.

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10:46 pm EDT
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JetBlue Airways no refund

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!

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7:58 pm EDT

JetBlue Airways awful experience

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.

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turbodog
, US
Aug 12, 2011 7:01 am EDT

JetBlue is a great airline. At some point they need to start to assign seats to any standby customers. There is a lot involved in getting everybody on board and off the gate on time. If you show up 20 min before a flight you run a big risk of it being to late to get on that flight. You can not blame jetBlue for that. I am sure that they had no problems putting you on a later flight. If you were with most other airlines you would have been charged for that flight too and you would have had to pay for you checked bags. I think I will stick with jetBlue they do a great job!

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JKDE
, US
Jul 18, 2011 10:43 pm EDT
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When you arrive 20 minutes before a scheduled departure, you arrived over 20 minutes too late.

Our airport says domestic arrive 60 minutes prior and international 120 minutes prior.

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1:45 pm EDT

JetBlue Airways robbery

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.

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3:26 pm EDT

JetBlue Airways outrageous customer service

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!

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12:55 am EDT
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JetBlue Airways bad customer service

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.

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beverly yonks
Thiells, US
Sep 11, 2012 11:14 am EDT

my complaint is my husband and i took a flight on sept 5th flight number 579 from westcheser airport to palm beach fl. the whole trip i was in extreme heat piolots kept coming out of cockpit, no one informed anyone on board that the air conditioner was not working, until i asked why was it so hot. i think it was a lack of very poor communication on jet blues part. we are both diabetic and i am handicapped, and was feeling very sick when i reached my home in west palm, we travel back and forth because we have the two homes in ny and fla, we only use jet blue for many years, i hope u can understand this horrible situation. thank you for your time. beverly and martin yonks 36 riverglen drive thiells ny 10984

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8:58 pm EDT

JetBlue Airways theft from luggage

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.

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glueonhair
, CA
Jun 15, 2011 5:14 pm EDT
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Sorry about your loss, from experience, i was a lead hand on the ramp, handling baggage and cargo, i was responsible for making sure that baggage in particular was offloaded in a timely and secure manner. The fact is, contrary to most of the public's awareness, baggage is handled by a designated ground handler, and not any of the airlines. As each flight arrives at the gate, it is our responsibility most often to unload, replenish the water services, offload waste material into special vehicles, load the outward flight luggage and cargo, check that everything on the aircraft is locked, sealed and ready for take off in a timely manner, sometimes within the space of 40 minutes! That's not forgetting services that go into and out of the main aircraft doors, finally pushing the flight out with our tractors, so that you can leave on time to your destination. Where i was working, pilfering, or any theft related crimes were dealt with, severely! I kept an eye on activities on the ground, backed by a supervisor, whose only job was basically to do the same thing, also staff do not have time to rob suitcases per se, they are too darn busy! I have gone into detail as to what happens on arrival and departure to maybe give you a little insight to procedures.Please, in future, carry allowable expensive items in your carry ons, it just would make sense! regards Bill

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JetBlue Airways cancellation policy

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...

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3:35 am EDT
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JetBlue Airways seat swapping

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.

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5:06 pm EDT
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JetBlue Airways jetblue hates business travellers

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!

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Update by vudublu
Apr 07, 2011 8:19 pm EDT

You are completely missing the point. JetBlue gave me an email saying click here for receipt. It did not work. I don't know if you are purposely being obtuse or just trying to be a jerk, but I'm done talking with you.

Update by vudublu
Apr 07, 2011 11:11 am EDT

Do you travel for business? I had to book one of these flights over my smart phone while sitting at a client site. The flight was returning home from that site. I had no capability of printing the receipt at that time - and JetBlue gave me no reason t think that would be a problem.

Update by vudublu
Apr 06, 2011 10:20 pm EDT

@stealth pilot - unfortunately that is not available after you take the flight

Update by vudublu
Mar 15, 2011 1:10 pm EDT

@Stealth Pilot - Before taking that holier than thou tone, how about checking your facts. The email I received from JetBlue says:

Payment
For a detailed receipt, select a customer: [MY NAME AS A HYPERLINK]

There is nothing more in this email about the receipt - and particularly nothing saying "This link will only be available until you take your flight." But that is just what happens - as soon as you take the flight the hyperlink stops working.
I booked the trip about 28 hours before I took it - so my "receipt" was only available for less than two days. Yes, JetBlue SHOULD have included the information to which you refer. But it didn't. Don't tell me to read an email that you have never seen. And I defy you to show me where on their web site it has this information.

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NicoleNemeth
, US
Apr 16, 2018 12:22 pm EDT

Flew on a flight from San Jose to Boston on April 5th. In the middle of the night there was a call out to any nurse or MD on board. I responded as I am nurse along with an MD who happened to be on board.
I just wanted to say that Megan Mcmahon, Farah FLoyd and Collen Saporto were truly amazing to the family, other passengers and myself. We had to land in Denver to get the patient/passenger the help he needed and your staff handled the hole situation with pure professionalism and kindness!
I travel every week for work and I dont always get to fly Jetblue, but they are always my preference. The kindness and respect is systemic and so appreciated.

Best,
Nicole Nemeth RN

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Pony trekker
, US
Oct 13, 2015 11:02 am EDT

You can't use Jet Blue for business travel. Just doesn't work. Only useful for a family of 9 going to Disney.

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musictraveler
New York, US
May 06, 2011 9:17 pm EDT

Ok, yeah that Stealth Pilot is clearly nuts. I travel 80% of the time, and I make reservations on my smart phone or over the telephone all the time and do not always have a printer close by. I book so many flights the morning of, and go back to EVERY other airline weeks later and get the receipts for my expense reports. Jet Blue, as much as I love them, is the hardest for getting receipts after the fact and it's really frustrating.

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BusinessTravel
Daytona Beach, US
Apr 06, 2011 4:41 pm EDT

Ha Ha The wait for a email receipt is now 4 weeks.

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1:36 am EDT
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JetBlue Airways unaccompanied minor on her own

My ten [10] year old come from FLL [Ft. Lauderdale] to BOS [Boston] on Saturday March 12, 2011. My ID was taken at the ticket counter and I was issued a ticket to go through TSA and proceeded to gate 12 where my daughter emerged from the plane NO flight attendant in sight! She was told to deplane with the woman she sat next to on the plane. So Jetbule releases your child to whoever is at the gate? Is this responsible? They charge $85.00 extra to put your child in danger?

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JKDE
, US
Mar 14, 2011 2:29 am EDT
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They say, "As a courtesy, unaccompanied minors will be seated as close to the front of the aircraft as possible so that the Inflight crew can assist them when needed."
Nothing is said about escorting them off the plane.
"Photo identification is required for both parties who drop off and pick up an unaccompanied minor. Unaccompanied minors will not be accepted without the guardian's photo ID."
"Since guidelines vary among airports, please check the unaccompanied minor pick up section under the specific airport the unaccompanied minor is traveling to, to determine if a gate pass may be issued. This information can be found by entering the airport name in the search field, then selecting the Unaccompanied Minor Information link under the main airport heading."
Did you do that?
"The child will only be released to the person indicated on the unaccompanied minor form or on the reservation and that person must present their government issued photo ID."
Did that happen?

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5:47 am EST
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JetBlue Airways bad attitude horrible service

Me and my family (3 adults and 6 kids) were going to board jetblue airline flight number 58 out of orlando mco on 2/23/2011. When we started to board the plane the lady at the counter taking the boarding passes had a very bad attitude snatched the passes and forced them back into my hands. Once on the plane the flight attendant had smart remarks to me and my family. We then tried to get our seats and put our bags away, while getting yelled at to hurry up. It took a total of 90 sec to reach the back of the plane put the bags away get buckled in. And here comes the head flight attendant to start with here very rude and obnoxious voice and attitude telling us to shut up and listen to her. My wife turned her head away and the lady says you don't want to listen you are'nt flying get of the plane. Well we said we paid for our tickets we are here lets take off.They responded by calling the orlando police dept we were then phycally removed from the plane(me and my 6 kids) and held in the airport for 4 hours while being questioned by the FBI (i thought they were here to protect us from terrorists not unhappy customers). After being held harrassed and questioned we were (free to go) they told me they would refund our money with no fees or surcharges.I just got an e-mail from jetblue giving me back $422 of my $1200 not credit back to my master card like I paid, but to a jetblue account like I would ever want to fly their airline again. I was at the end of a 2 week vacation with my family that was completly ruined by this whole situation. My 6 kids never want to fly again because they are scared to get kicked off the plane and made to sit in the airport for hours while not being allowed to speak to ther parents for no reason other than the flight attadents have bad attitudes.

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I HATE JETBLUE
Jamaica, US
Apr 28, 2011 5:52 pm EDT

You guys don't know a thing that you're talking about. I was on a flight from Orlando and I got the same attitude. NEVER FLYING WITH JETBLUE AGAIN!

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