JetBlue Airways
reviews and complaints

My wife was on a visit to Florida yesterday Jan 31st. She called customer service at Jet Blue 3 times the day before the flight. All was well and the flight was on.

After driving to Westchester and waiting to board the plane, she was told the flight was canceled.

Without her consent, Jet blue expected her to now drive to JFK to board the plane.

This is complete [censored] and the CEO of Jet Blue should be fired.

My fiancé and I recently attempted to travel on Jetblue from Atlanta to St Martin on November 2, 2021. Together we have two young children who were at home in St Martin under the care of a babysitter who was unable to babysit beyond our scheduled arrival date. It was therefore critical that we arrived on-time and as scheduled. Our return trip home involved two legs (B6 467/B6 2761) with a 3 hour layover in Fort Lauderdale. Upon our arrival at the airport in Atlanta, we were told that our 6am flight would be delayed until 8:45am which made it virtually impossible to catch our connecting flight. We pointed this out to the absolutely clueless ticketing agent who, to our amazement, kept insisting that the connection time would be adequate! It took other associates who overheard the exchange to point out that the connection was indeed unlikely. Given our circumstance with young children at home, and given that this was an inconvenience thrust upon us by Jetblue, we requested to be transferred to a later more workable flight, but we were told that there was no availability until two days later. Upon hearing this, and after expressing our plight, we asked several times to be transferred to another airline as a courtesy, or be refunded the cost of our tickets. We were both truly shocked and infuriated by the cold dispassionate response we received, which was "we don't, and cannot do that!" followed by "Please step aside so we can serve other customers"! Unbelievable! By no means are we strangers to travel. We are both well aware that any considerate, customer focused airline would offer this as a courtesy to passengers in such a circumstance, and would never ask us to "step aside" until the matter had been resolved! It was shocking that these agents would not even attempt, or even entertain the idea of resolving this problem in a manner that was satisfactory to the passenger! With time running out, I was forced to seek alternate flights on my phone and literally had to sprint across to American Airlines at the very far end of the hall to check their availability, while my fiancé tried to find a resolution with your manager on duty, who sluggishly arrived at the desk twenty-six (26) long minutes after being requested! Unbelievably, he too was no better and offered no workable solution, and even ended up shouting at us! Even more remarkable, was that not once was an apology offered! In fact it almost appeared as if we were at fault!
I was finally able to easily book tickets for both my fiancé and myself on American Airlines (AA1718/AA2478) for the princely sum of $510 per person with 46 minutes left before departure. We barely made that flight! It is my understanding that Jetblue and American Airlines code share with each other, yet your manager was somehow unable to find this available flight in the system. Either your system is faulty or your manager highly inept! I have to say, American Airlines' ticketing agents were exceedingly helpful and were the exact polar opposite of Jetblue's agents on that day. We advised your manager on duty that we had found another flight and expected a full refund of our ticket and baggage fees which he promised to do within seven (7) business days. To date the reimbursement has not been received and an apology never given! We are not interested in holding flight credits with Jetblue as my fiancé is adamant she will not be flying with Jetblue ever again.
We would therefore like to request that Jetblue refunds the airfare paid to American Airlines and the unused baggage fees paid to Jetblue as soon as possible.

(Conf.#:BGYMBX)/ (Conf.#:KJFXIP)

In March 2020 my wife, her family and I had tickets from the east coast (me from Boston, others from NYC) to California but, of course we had to cancel because of COVID. JetBlue refused to refund our money; about $3000.

Instead we were given a credit until March 2021. Of course we couldn't use them and JetBlue, to its credit, extended the expiry date to March 2022.

But we are still unable to fly (we are in our mid 70s and have other health issues) and JetBlue told me yesterday they will not extend the expiry date again nor will they refund the money.

These are circumstances beyond our control and, frankly, I think it inexcusable to accommodate us in these perilous times.

A. T. Grunfeld
[protected]@gmail.com

My driver and wife were double parked waiting outside the terminal waiting for me while I tried to locate my fishing pole that was verified by the baggage department as being scanned into the system. I could not wait any longer (40 minuets) so I gave baggage my phone number for them to contact me when they located my fishing pole. The point being, all three bags and the fishing pole did not come out of the plane at the same time. I left the airport and received a phone call from baggage that the fishing pole was located. I asked if they would deliver the fishing pole to my residence because of the inconvenience and they said that I woul have to return to the airport within 48 hours to claim and pick up the fishing pole. So I would have to travel back to the airport (42 miles one way) and pay for parking. This is wrong and poor customer service.
Gregory j. Shola
[protected]
[protected]@gmail.com

I have been trying to use my April 2020 credit to purchase legroom upgrade to my Boston - SFO flight (JOIASE) Dec 18 &28 since the day I purchased them. The website does not allow it, even though I purchased our tickets through JetBlue. Customer service cannot do it, although I have spent hours on hold multiple times waiting to get through. The last go round I was told I could spend another hour on hold to get to a complaint specialist who might or might not resolve my problem.
After all, why should JetBlue respect my time when they already have my money?
Meanwhile the opportunity to get upgraded seats next to each other is gone and I am still stuck with JetBlue having my money, us having no upgrades (36 inch inseam here) and no 3 hour block for JetBlue to waste my time on hold.
I used to like this airline but no more.

Jetblue Airways — Gate change
Date: 10/30/2021 (MCO to JFK Flight: 2884)
Incident: We received NO notification of gate change. We had paper ticket; wallet pass on iphones and then the airport screens! which one is the accurate one? which one do you follow? YES - the airport screens which I wrongly assumed as correct! We were at airport TWO HOURS early with 8 kids and 4 adults! 2 parties of 6! For our flight to be missed! Crew members claimed they called our names multiple times but in the realm of seriousness how can 12 people not hear their names? To make matters worse, they laughed at us as if we were a comedy show! That was what pushed our buttons! I understand that maybe because we had a large party, we may have not heard our names but for your staff to tell us "oh look your plane is that one leaving but you guys were too busy chillin with your kids!" then a lady crew member flat out lied to her supervisor and got all our tickets cancelled, claiming that we attempted to hit and pull her ID off her! seriously - with 8 kids and 3 of us being trained college graduate and advanced practice graduates who know much better than to be physical! all because we took her credential information off her ID badge to obviously use it in a formal complaint but she got her way and got our flights cancelled and worse; her supervisor banned 2 of us from JetBlue altogether! I really need to make a more formal complaint but where? I am very dissatisfied with the crew members and their direct supervisors for having little sympathy and no compassion on passengers! She never ever questioned the integrity of her crew member but had the nerve to tell us to shut up and question my integrity (a customer!). JetBlue staff need training in cultural sensitivity; uncontrolled bias; racism as well as basic respect and courtesy! I do not want to bring out the racism card but maybe because I was the only latino/southern american family in that gate? Someone - please help? where or who can I call or send a formal complaint?

J. Lopez, MS, RN

I was traveling on Saturday November 6, 2021 on flight #788 from St. Maarten to JFK, New York. There was some kind of exchange between two other passengers. I did not see what happened between the two passengers, but one of the passengers was sitting next to me. So Andrew who was the flight attended assume I was involved and approached me at my seat and asked me if we are going to have a good flight and not have anything that happened on your connecting flight affect this flight. I was not on a connecting flight and told Andrew that I didn't know what he was talking about. I also told him that I was in St. Maarten since October 27, 2021. Andrew just keep asking me the same question and starting getting a little rude. At that point I just starting saying yes and I also said yes in Spanish. He then told me he doesn't know what I was saying, because he doesn't speak Spanish. I don't like the way he was talking to me and he should be more respectful to the JetBlue passengers. He is a racist. I don't need to spend money on an airline ticket to get treated disrespectful. I work hard for my money.

Thank you
Catherine Byrne

On October 5, 2021, I was to fly from Boston to Miami via Jet Blue, but prior Jet Blue sent me a notification that my flight would instead be on an American Airline plane. 24 hours prior, I attempted to check in via cell phone and kept getting an error when I put in the confirmation number of EJRIIJ. After several tries, I then called Jet Blue's line and had to wait hours for a call back because they were so busy. When I did speak to an agent, I was told that my confirmation number had changed to an AA number of UBWWPW. At the airport, an agent was assisting me @ kiosk, but it kept trying to charge me $35.00 for checked bag when I am a JetBlue Plus member, ([protected]) as well as an Advantage Platinum member, which I pay almost $100.00 per year per credit card. (VUY3936) The agent then instructed me to go to ticket counter, so I stood in line for what seemed like forever. The nice man at the counter tried, and again I was being charged, & he apologized for having to charge me. When I went to the gate, I wasn't given my usual preferential boarding, and felt embarrassed like I was @ the back of the bus waiting to board w? Group 7 of 9. I showed the agent my 2 credit cards, but he said that there was nothing he could do. I am a senior citizen, and felt awful with all of this mayhem. Thank you, Kathy Grace

We ent on the Jetblue App and got a proce for $654.54 (with oints) rou nd trip for 2 for April 2022. Once we put our credit card info and confirmed the payment, we got a message "UNFORTUNATLY WE ARE UNABLE TO COMPLETE YPUR REQUEST THIS TIME, PLEASE CONTACT US SO WE SORT IT OUT".
We called customer service and after being on old for 15-20minutes, we got to talk to rep #1. After explaining the problem for 10 minutes, she transferred us to rep #2. After talking and explaining the problem to her, she put us on hold so she can check the problem. After another 10 minutes she informed us that the price when up to $713.60. Again we explained that the app quoted & confirmed the price of $654.54 and we have been trying to get the original price for the last 35-40minutes. We requested to speak to a manager/supervisor. The manager Jose Soto refuse to talk to us and refuse to correct the price change. This so called manager Jose Soto should NOT be in any position or business of Hospitality of any kind We are done with Jetblue. Rep #2 was nice and apologetic BUT the manager Jose Soto should be in a different line of work where other people not involved…Dog catcher!
The pictures below show the original price when the process did not go thru. Picture #2 is the price hike

We received NO notification of our gate change. No announcement at the airport, no email, no automatic update on our wallets that were set to update. JetBlue tells you in an email to download your boarding pass onto your Apple Wallet and then we were told by the attendant that doing that means you don't always get updates. Maybe they should warn you about that when telling you to do so. We were here TWO HOURS early for our flight and missed it because of a gate change that we weren't notified about. We now have 7 more hours at the airport and are missing an entire day of vacation. Do better JetBlue.
A very unsatisfied customer,
Teresa Leonard
47 Windmill Hill Rd
Groton, MA 01450

i cancel a trip to pr on sep 13 .today oct 3 i havent recieve my refund yet, is very easy to contact jet blue whent you own them money, but imposible whent they own you

On Friday september 24 I was booked on flight 583 from Chicago to FT. Lauderdale on an early morniing flight. WFWNHR

I had checked in the night beofre and it was confirmed the flight was on time. I got to the arirport at 4AM to find the flihgt had been cancelled. I needed to be in DFt. Lauderdale on business on Friiday.
I was rerouted to washington to west palm beach and had to take a Uber to Ft; Lauderdale to pckc up my car at Ft Lauderdale and head back to my office in Lake Worth Floirda. This trip took over 12 1/2 hours.

I am asking for reimbursemnt for my UBER ride to F. Lauderdale $81.41
Uber September 24, 2021

Thanks for tipping, Michael
We hope you enjoyed your ride this evening.

Total $81.41

Trip fare $54.55

Subtotal $54.55
Wait Time $0.95
Booking Fee $10.00
FBI Surcharge $2.50
Tips $13.41

Amount Charged

•••• 0645 $81.41
Visit the trip oaae for more information, including invoices (where available)

You rode with Carlos
UberX 49.54 miles I 53
min
2:14 PM I 2600 Turnage Blvd, West Palm Beach, FL 33406, US
3:07 PM I Terminal 3, Fort Lauderdale-Hollywood International Airport (FLL), Fort Lauderdale, FL 33315, US

Fare does not include fees that may be charged by your bank. Please contact your bank directly for inquiries.

Why am I using this avenue to complain? Because for the last 4 days I have tried to use JBs customer SERVICE line only to find I have to wait 130, 150 and sometimes, 205 mins (that's calling at night and 5:30am)!

Trip VDBAAJ involves a flight to SLC in January 2022 that was changed from a DIRECT flight to a NON-direct flight. We were notified of this in an email Aug 16. We always pay extra for direct flights in winter months, as we do not want to get stranded at an airport during CV19 due to weather related conditions.

So JBs option to cancel this RT flight only offers a credit for future flights. We do NOT want a credit. We did not request this change, JB created it. So we would like our $1, 109 returned to our credit card. Many other airlines are offering full cancellation credit on all flights, even for when passengers request the cancellation.

Please provide a full refund of the above referenced flight trip. We cannot afford to have that much money sitting with any company for a prolonged period.

Regards,
Charles N Guise
[protected]@verizon.net
JB #[protected]

My name is Susan Goldstein I made a trip to Miami aug 13 to leave aug18 and due to storm hurricane I tried to call jet blue several times no one picks up 300 mins waiting ridiculous so due to heavy coved and my own health issues and implant dental surgery on aug 22 which I can not avoid I wanted to reset the dates so I cancelled and the charged me 106.80 half of my ticket which I paid already for my ticket and it was less than 24 hour cancelled so please reverse my payment in my credit bank or give me back full refund for a later date and I was told by the agent that I was allowed to cancel with no charge with in 24 hours this is very wrong and I will take this up with corporate please do the humane thing and reverse and put my money back or give me back my credit thank you I am a senior and have lost 2 days on all this mess up you probably would not fly in a hurricane I did not want to sit in the airport to see if you would take off so I believe I am very right about this situation VQZUDD [protected]@msn.com I have a doctors letter

[cid:6dc9ad06-57ff-4481-8b69-1b6333216e84-l0-001]grettings[cid:[protected]-69ec-4398-aa9e-34d4f3c25186-l0-001][cid:ab94a9ff-e5cb-4b63-b775-34b17cf8c088-l0-001]
On july 30 I was to leave with my wife and 2 sons on flight kptodo and was returned by jb attendant at counter because my son passport was expired for 2 weeks he is a us citizen. They would not let him board because they say he didn't look like the person in picture, even though an inmigration supervisor confirmed it was him not only phisically but showed them the stamps on all 4 passport where done by same inmigration officer same day we arrived, and I also had his birth certificate and extra documents to prove aside from pictures of all his birthday on my phone. We immediately cancelled flight left home and went to embassy the following monday, there I was issued an emergency pasaport but they told me this was not supposed to happen because it was clear that was the child and I had all the proof to make my case aside from inmigration supervisor confirmong his identity. This cost me an extra 1k for new tickets, and 500 dollars for a stay in a hotel because I live 3 hours away from embassy so I left on sunday, also in the 500.00 charges are embassy charges included. I want to know how are you going to compesate me for this mistake your counter clearly made! My return confirmation is
Urpqfk (august 7) which was delayed almost 2 hours was a flight from hell. Aside from its delay your jb staff was very rude and unprofessional they looked miserable and tired. On top of that my tv was not working and your info screen was a mess it said on time but clearly also said that the flight coming from newark flight 193 was delayed. Ive been a customer for almost 20 years and a trublue member for over 10 years also hold your mastercard jb cc.
I want compensation for my troubles and my family, specially the ordeal you made my kids go through not to mention the mental distress you caused my son for not letting him board because they thought he wasnt him on the passport. He was crying uncontrollably and last night he was scared he would be returned again and not get home. Let me add my kids missed a week of school as well.
I am seriously thinking of taking this further (consumer affairs, media etc) if im not compesated at least with the extra money I spent on this new reservation to come back which was 1k. If I dont get compensated I will never travel with jb ever again and will make sure no one in my family does.

Thanks you in advance and I hope this email reaches the higher commands in this company which I see is going under and under, everyday bad press and I dont see anyone taking matters to resolve these issues. My daughter also had the worse experience july 30 on the flight I was supposed to fly back, she left alone, me my wife and 2 younger sons stayed. She tells me it was delayed for iver 5 hours.

Ps
I dont understand how a flight that had maaaaany seats empty can be delayed, soooo expensive and turn into a flight from hell, please explain!?

Ps
I dont see my trublue points or my pool members beign credited for this flight urpqfk!
🤦‍♂️

Sincerely
Alvin polanco
[protected] cel.

I arrived at JFK this morning around 7:15 AM for a 9:06 AM flight to Dallas/Ft. Worth (Flight #709). My confirmation code is HSADEM. I was prechecked in, but had to check my bag (for $35). I went straight to security and I had NEVER seen anything like it. The line was longer than I had ever seen. I kept asking the JetBlue representatives by the line if I was going to have a problem making my flight and could they help. Each told me not to worry and that I had plenty of time.
I finally got through security and ran from Security to the opposite side of Jet Blue to Gate 16. I got there and the man behind the desk said, "Sorry, you are about 2 minutes to late. We closed the doors. Soon there were 15 other passengers behind me pleading with this man to ask the crew if we could get on the plane. The man smiled and said,"No you were 2 minutes too late."
I was in shock and I couldn't believe that JetBlue was aware that 15 people had checked in and were minutes away and yet could not find the kindness and decency to ask if we all could get on the plane for which we had bought seats. They just didn't care.
I went to JetBlue's desk and was again met with callous indifference. I pleaded for her to help me find a flight because I had meds in my suitcase. She didn't care and told me the next flight was not until tomorrow morning and I would have to take that one. She suggested I go from Terminal to Terminal to ask airlines if they have any more flight to DFW today.
I asked to speak to the manager, who was downright MEAN and ABUSIVE. I explained I was very upset and was having a lot of anxiety. He said he could call the police and they can take me to the hospital. Really?!
I left and went from terminal to terminal in search of a flight to DFW for the next 2 hours. I had no luck. There were only late-night flights that were very expensive. So eventually, I left the airport paid for a SECOND $80 Uber to bring me home to Manhattan.
I am 57 years old and have NEVER missed a flight before. I always get to the airport on time. But what really made me furious was the callous indifference, and outright meanness that all three of the JetBlue employees to whom I spoke exhibited. I was clearly very upset, on the verge of tears and not one of them showed any sympathy or kindness. It was the most horrible airline experience I have ever had.
I now have to get up at 4:15 tomorrow morning to make sure I get to the airport 3 hours before departure and I will have to spend ANOTHER $80 for an UBER to get there. Oh - And lets hope I find my $35 checked bag with my meds in it when I get to DFW.
To say I have been inconvenienced is an understatement. How could they allow 15 passengers WHO THEY KNEW had checked in and were minutes away to have to wait until the next day for a flight? We were all there a minute or two late!? The way myself and the others were treated was disgusting and I intend to let the Twitterworld know all about it and to write horrible reviews on Yelp and all social media advising people never to fly JetBlue due to the way I was treated today.
Please let me know ASAP if you plan to compensate me for the inconvenience and the harassment I experienced today. It's the least you could do - along with a little training to your staff on empathy and customer service.
My email address is [protected]@gmail.com and my telephone # is [protected] if you would like to investigate this further.

Regards,

Amy Gladstone

Due to blue canceling — a bank was set up with $151, 56.
Account [protected] to expire 08/09 2021

I have tried to open and use this money on booking etc
Unable to contact 6 days

[protected]@yahoo.com

Name: Reena Ramesh Gohil
Departure Date: 07.19.21
Departure City & Flight No: FLL (Jet Blue 2202) - JFK (EK 202) - DXB
Booking Reference No: KYRMND (Jet Blue)

To Whom It May Concern,
I am writing this to share my recent unsafe and disappointing experiences partner airline jetBlue while flying with Emirates to Dubai.

jetBlue
Our flight to delayed in arriving to JFK, there were two flight attendants (male and female) announced that three passengers (that included myself) have a short connection and asked others to allow us to pass. When we were at the front, the gate delayed furthermore to open. We had a very short time to go from Jet Blue Terminal to EK Terminal (they are right opposite each other at JFK. While waiting for the gate to open, we asked the attendants if they can assist three of us with a ride as it is very long way between terminals, and we can miss our flight at no fault of ours. They mentioned that is not possible, we asked for our gate number as we did not get boarding pass in FLL. They had no clue on our gate and made no effort to make a call to check. We also requested to inform EK 202 that the flight has delayed, and we are on our way there. They refused do so or assist with that either. I did mention that this is your partner airline you should be able to assist us. However, did not any response to that or assistance. Only thing we were suggested if go from one terminal to second from inside it will be very long. We were suggested to walk out and go to next terminal. Joy Garcia (other passenger) flying to Dubai with me, we both had to run with our carry on from one terminal to other. My purpose of travel was to visit my family in Dubai due to my health condition. This experience was very unsafe condition created to be able to make to our flight. The other gentleman was on heavier side we saw him walking not sure if he made it or not. It was very devastating and unhealthy stress for me. I have been on depression and anxiety medications from my psychiatrist. I had trouble breathing and had extreme anxiety. I finally made to the terminal and went to Emirate desk letting them know about my short connection. There was a lady on a shift from Trinidad. She was extremely helpful and assisted to skip the security line and rushed myself other passengers to the terminal. I do want her to get recognized for her empathizing demeanor to allow me to calm down. I was so stress that I could not even recall names for EK assistance or other two flight attendant from Jet Blue. I do not want Jet Blue flight attendant to get in trouble, instead to be provided with tools and resources to assist with such opportunities where they are working in junction with other airlines.

Reena Gohil
Reena.[protected]@outlook.com

I am writing to express my disappointment and disgust at the lack of customer service quality experienced on Saturday July 31st 2021.

I purchased numerous tickets through Expedia whilst making travel arrangements for my bands upcoming tour. Even though the bandsmen arrived at the Norman Manley International Airport more than 3 hours before their flight they experienced lengthy delays in checking in. Upon arrival at the counter 2 hours later one was successfully able to check in however the other 2 encountered an issue that I believe could've been resolved on spot or by proper collaboration and communication between both parties - Jet Blue and Expedia.

The itinerary in our possession showed the names correctly however the agent advised that she was seeing it slightly different on the system. Everything else matched to the travel documents however the lack of care and responsiveness from both the airline and third-party agency is the worst I have ever experienced.

This transaction cost me approximately $950 USD and also a great inconvenience as preparations were made for the arrival of all 3 members of the band.

I trust that this is not the normal way Jet Blue or Expedia conducts business. Whilst we are still in a pandemic, and this is the first international job that we are receiving I am beyond disgruntled and unwilling to accept the loss from this experience. As a result of this poor experience, we had to spend $2000 to purchase new tickets so that the men could travel later that night. My expectation is that I will be compensated with a refund via card or airline travel bank credit for the original tickets purchased for both men.

I would like to discuss this further if possible and I may be contacted at [protected]/[protected]@gmail.com).

Looking forward to a response within the shortest possible time.

Regards,

Disappointed and Disgruntled Customer.

On July 14th, 2021, I was discriminated against by JetBlue flight staff (flight attendant Vannessa of Columbia desent, her Supervisor, Mr. Mugabe ID#00269, and their supervisor Shawn) and I was asked to exit the aircraft because, aircraft staff felt that I wasn't not displaying 'complete, submissive, obedience' to verbal questions.