JetBlue Airways review: Customer service

DearJetBlue@jetblue.com
Information
Travelocity# [protected]
Sprit Airlines
Flight# 844
Confirmation# WG7SSV
Feb 15, 2024
11:59 PM - 03:15 AM
Frequest Flyer: [protected]
1 Bag Checked
Jet Blue
Confirmation# GKPXFR
Feb 19, 2024
03:11 pm - 04:38 pm
Santo Domingo
2 hrs 27 mins
Nonstop
B6 2448 A320
eTicket: [protected]
Frequent Flyer:B6-[protected]
Charged $85
Checked 1st bag (x1) - $35
Checked 2nd bag (x1) - $50
Seat: 26D
Pricing
Spirit Flight 1 price: FLL to SDQ
Traveler 1: Adult $1.00
Baggage fee $53.00
Taxes and fees $82.82
JetBlue Flight 2 price: SDQ to FLL
Traveler 1: Adult $135.00
Baggage fee $85.00 (2 checked bags)
Taxes and fees $120.83
Travelocity booking fee $2.72
Total Paid $480.37
Issue
I was charged for 2 checked bags on Travelocity on my return trip on JetBlue. I have a JetBlue Credit Card and thus my frequent flyer number gives me 1 checked bag free. (Frequent Flyer: [protected]). I called JetBlue who told me “They did not charge me, but the travel agent did”. Travelocity tells me the opposite. So, I requested a refund of $85 which is the cost of for the 1st checked bag $35 and 2nd bag $50. Again, I told them this is unfair. I even said, ok, put me in first class leaving/returning to compensate me. I was told “we can’t do that”. So, JetBlue thinks that I should sit back and pay $85 for something I did not ask for? This is theft!
Now the agent called Spirit, but they will not refund my entire amount I paid for the outbound flight.
I pay my JetBlue credit card on time. This is literally robbery.
I am entitled to not only an apology from Travelocity, JetBlue, and Spirit, but I should get a travel voucher to use for a year.
Virtual Agent
________________________________________
Apr 26, 2023
________________________________________
Virtual Agent
Hi Nigel, I'm your Virtual Agent 👋
10:20 AM
I’m here 24/7 to help with your travel plans. To continue to improve your experience, this conversation may be recorded. If at any point I’m not able to assist you, I’ll connect you to an agent who can. What would you like to do?
10:20 AM
Do something else
10:20 AM
Virtual Agent
What would you like to do?
10:20 AM
View my bookings
10:20 AM
Virtual Agent
Give me a second to gather your info.
10:20 AM
Here are your upcoming bookings.
10:20 AM
•
One way trip to MGA
Wed, Apr 26 - Wed, Apr 26
Itinerary: [protected]
Airline Confirmation: 4BJNUP
See itinerary
Select booking
•
Can't find your booking?
Maybe you booked with a different email address. Do you have different information you'd like to try?
Try with different info
•
Looking for completed bookings?
Welcome back! Looking for your recent trips? You'll find your completed bookings here.
Show completed bookings
•
Looking for canceled bookings?
Remember that trip you planned to take but had to cancel? So do we! You'll find your canceled bookings here.
Show canceled bookings
Select booking
1:50 PM
Virtual Agent
What can I help you with?
1:50 PM
Resend confirmation email
1:51 PM
Virtual Agent
OK, I sent your email confirmation to [protected]@aol.com.
Would you like a copy sent to an additional email address?
1:51 PM
Yes, send copy
1:51 PM
Virtual Agent
Please enter your email address.
1:51 PM
[protected]@aol.com
1:51 PM
Virtual Agent
OK, I sent your email confirmation to [protected]@aol.com.
1:51 PM
Can I help you with anything else?
1:51 PM
Yes
1:51 PM
Virtual Agent
No problem. What would you like to do next, Nigel?
1:51 PM
Do something else
1:51 PM
Virtual Agent
What would you like to do?
1:51 PM
Check in
1:51 PM
Virtual Agent
I'll need a moment to find that for you.
1:51 PM
Looks like you don't have any upcoming bookings. Can I help you find a different one?
1:51 PM
Do something else
1:51 PM
Virtual Agent
No problem. What would you like to do next, Nigel?
1:51 PM
Do something else
1:51 PM
Virtual Agent
What would you like to do?
1:51 PM
View my bookings
1:51 PM
Virtual Agent
Hang on while I check on that.
1:51 PM
Here are your upcoming bookings.
1:51 PM
•
One way trip to MGA
Wed, Apr 26 - Wed, Apr 26
Itinerary: [protected]
Airline Confirmation: 4BJNUP
See itinerary
Select booking
•
Can't find your booking?
Maybe you booked with a different email address. Do you have different information you'd like to try?
Try with different info
•
Looking for completed bookings?
Welcome back! Looking for your recent trips? You'll find your completed bookings here.
Show completed bookings
•
Looking for canceled bookings?
Remember that trip you planned to take but had to cancel? So do we! You'll find your canceled bookings here.
Show canceled bookings
________________________________________
Aug 18, 2023
________________________________________
Virtual Agent
Hi Nigel, I'm your Virtual Agent 👋
10:17 AM
I’m here 24/7 to help with your travel plans. To continue to improve your experience, this conversation may be recorded. If at any point I’m not able to assist you, I’ll connect you to an agent who can. What would you like to do?
10:17 AM
See cancel options
10:17 AM
Virtual Agent
I'll need a moment to find that for you.
10:17 AM
Here are your upcoming bookings.
10:17 AM
•
Hotel Vicentina
Fri, Aug 18 - Mon, Aug 21
Itinerary: [protected]
Nigel Spence - Junior Double Room
See itinerary
Select booking
•
Can't find your booking?
Maybe you booked with a different email address. Do you have different information you'd like to try?
Try with different info
•
Looking for completed bookings?
Welcome back! Looking for your recent trips? You'll find your completed bookings here.
Show completed bookings
Select booking
10:18 AM
Virtual Agent
One moment while I look into this. It may take a few minutes.
10:18 AM
This booking at Hotel Vicentina no longer qualifies for free cancellation, so if you cancel, the property will charge you $58.49.
10:18 AM
Should I cancel?
10:18 AM
Yes, cancel
10:51 AM
Virtual Agent
Sure, hang on while I take care of that for you.
10:51 AM
OK, I canceled your booking and sent a confirmation to [protected]@aol.com.
10:51 AM
The property will charge you $58.49 for this cancellation.
10:51 AM
Can I help you with anything else?
10:51 AM
No
11:02 AM
Virtual Agent
OK! Do you have a minute to answer 3 quick questions? We’ll use your feedback to improve the experience.
11:02 AM
Take survey
Start over
________________________________________
Today
________________________________________
Virtual Agent
Hi Nigel, I'm your Virtual Agent 👋
3:22 PM
I’m here 24/7 to help with your travel plans. To continue to improve your experience, this conversation may be recorded. If at any point I’m not able to assist you, I’ll connect you to an agent who can. What would you like to do?
3:22 PM
Do something else
3:22 PM
Virtual Agent
What would you like to do?
3:22 PM
See previous options
3:43 PM
Virtual Agent
No problem. What would you like to do next, Nigel?
3:43 PM
Do something else
3:44 PM
Virtual Agent
What would you like to do?
3:44 PM
help
3:44 PM
Virtual Agent
What type of booking do you need help with? This will help me connect you to the right agent.
3:44 PM
More options
3:44 PM
See previous options
3:44 PM
Virtual Agent
What type of booking do you need help with? This will help me connect you to the right agent.
3:44 PM
Flight
3:44 PM
Virtual Agent
Your estimated wait time: up to 2 minutes. Would you like to continue?
3:44 PM
Continue
3:44 PM
Virtual Agent
Help is on the way! An agent will say hello shortly.
3:44 PM
Please keep this chat open. If you leave this page or make other selections, you could lose your place in line.
3:44 PM
Ahmed
Hello, Thank You for Reaching Us! You Can Call Me Ry, How Are You Doing Today?
3:45 PM
I am ok
3:45 PM
Ahmed
I will be more than happy to assist you for today , How may I help? 😊
3:45 PM
Travelocity# [protected]
3:45 PM
I would like to discuss this
3:45 PM
Ahmed
Sure , No worries I will definitely do my best to help you with your request , kindly note that we have to remain connected till the end of the process as if you disconnected earlier you will have to reach us back to re-do the process.
3:45 PM
I have a JetBlue credit card with a Frequent Flyer number that gives me first checked bag free. Yet I was charged for my trip from DR to FLL
3:46 PM
Ahmed
Are we talking about the One way trip to FLL
Mon, Feb 19 - Mon, Feb 19
Itinerary: [protected]
JetBlue Airways Confirmation: 3FARYQ?
3:46 PM
I went on Jetblue to view the confirmation number, and I was "not charged" on their website, but Travelocity charged me
3:46 PM
Yes
3:47 PM
Pricing
Flight 1 price: FLL to SDQ
Traveler 1: Adult $1.00
Baggage fee $53.00
Taxes and fees $82.82
Flight 2 price: SDQ to FLL
Traveler 1: Adult $135.00
Baggage fee $85.00
Taxes and fees $120.83
Travelocity booking fee $2.72
Total Paid $480.37
3:47 PM
Ahmed
Okay but that JetBlue credit card have to be used with the airlines directly
3:47 PM
no,
3:47 PM
its not the credit card
3:47 PM
its tied to my Flyers number on Jetblue
3:48 PM
Ahmed
Is it a future travel credit
3:48 PM
?
3:48 PM
I don't understand your question
3:48 PM
Ahmed
Yes that have to be used with the airlines directly as well.
3:48 PM
You had a flight credit a flight reservation that was canceled with a credit?
3:49 PM
Or only Flyers number on Jetblue?
3:49 PM
I have a Sprit and Jetblue number...
3:49 PM
This is not about a flight credit
3:49 PM
Ahmed
Okay
3:49 PM
Then it have to be done with the airlines directly.
3:50 PM
but "you" Travelocity charged me
3:50 PM
so how can I get the money back?
3:50 PM
Ahmed
Charge for the flight?
3:50 PM
this is very simple
3:50 PM
pleasae remove the checked bag ffee from my return flight
3:51 PM
as with JetBlue my checked bag is free
3:51 PM
Ahmed
As I said I would love to do that but we dont have access on that we as Expedia dont have access on baggage's or seats
3:52 PM
What I can do right now is to cancel this Jetblue ticket for you to rebook that with the airlines directly using the code for them to give discount for the baggage's.
3:52 PM
no, do not cancel it
3:53 PM
Ahmed
I can cancel this with full refund still as we are still inside the free cancelation
3:53 PM
if I cancel will i get a full 100% refund?
3:55 PM
Ahmed
Yes for jetblue yes
3:55 PM
For spirit their are a special discounted low cost carrier, they actually have a different system than ours, They do not grant any third party booking platform to do any modifications/cancellation on there flights, they demand that all actions to be taken directly through them as they have a ticket-less system, unlike all the other airlines, so you will need to call them directly and they will be glad to assist you,
3:56 PM
how much will i get back if you cancel jet blue?
3:57 PM
Ahmed
340.83USD
3:58 PM
but the spirit outbound will stay the same?
3:58 PM
Ahmed
Yes we can keep the spirit the same correct.
3:59 PM
How many bags are you charging me for? JetBlue said you charhed me for 2 checked bags
4:00 PM
I should only have 1 bag going and 1 back returning.
4:01 PM
Ahmed
Nigel we can still cancel this one no worries
4:01 PM
can you answer me... how many bags did you charge me for Jetblue
4:01 PM
Ahmed
Yes im checking that now
4:02 PM
Actually this is not merchant flight for us to charge you
4:03 PM
what?
4:03 PM
Ahmed
Your reservation is charged by the airlines
4:03 PM
Your reservation is charged by the airlines this is charged by the airlines
4:03 PM
this was done through travelocity and she said, they did not charge me, they said "you" did
4:04 PM
can you get a manager online please
4:04 PM
I am getting very frustrated!
4:04 PM
or call me
4:04 PM
this texting is not accomplishing anything
4:04 PM
Ahmed
Nigel the charge didn't even went through as you are still inside the free cancelation this still can be cancel without any charges simple as that , let the airlines say what ever they want to say for sure they will say its Travelocity is fault , but as I said the charges will go through by the airlines as this is a published fare.
4:05 PM
I want to cancel the Jetblue and rebook it, can you help with me that?
4:06 PM
Ahmed
Okay but same rates are not guaranteed
4:06 PM
great...
4:06 PM
Ahmed
So better to keep this flight as it is.
4:06 PM
so beore you cancel it, can yuo tell me what the rate would be now
4:06 PM
so how do I get my money back for my bags? I was charged for 2 bags returning?
4:07 PM
that is not right
4:07 PM
Lester M.
Hi, thank you for reaching out. This is Lester, how may I assist you today?
4:07 PM
I do apologize that you lost connection with the previous agent, there may have been a network issue. Give me a moment to read your previous messages so I can pick up where the last agent left off.
4:07 PM
I didn't lose a connectin, he hung up because I was getting ******
4:07 PM
please read my comments above
4:07 PM
or give let me speak to a supervisor
4:08 PM
Lester M.
Allow me to review your past conversation with my colleague for me to assist you with the best that I can.
4:08 PM
Summary
I bought a ticket to santo domingo
Spirit Airlines leaving
JetBlue returning
4:09 PM
Spirit charged me for 1 checkbag
Jetblue charged me for 2 check bags when I only have 1. Also because of the frequent flyer I am with Jeblue my first checked bag is Free. So I should not have been charged at all for bags on Jetblue
4:10 PM
He suggesed that I cancel the Jetblue flight and rebook it, but it would probably cost me more...
4:11 PM
I don't think that I should be penalized with a higher fare due to a mistake on travelocity part
4:11 PM
Lester M.
I see. Thanks for clarifying your concern. No worries, I can check this out for you.
4:12 PM
thank you..
4:12 PM
Lester M.
To confirm, this is for your roundtrip flight going to Santo Domingo, on the 15th of February, correct?
4:13 PM
This is very simple. I just want a refund of $85 that was charged to Jetblue
4:13 PM
yes
4:13 PM
Lester M.
For security purposes and so I can verify your account, may I know if I'm speaking with Nigel Spence?
4:13 PM
[protected]
4:13 PM
Lester M.
Thanks for providing the itinerary number. For security purposes and so I can verify your account, may I know if I'm speaking with Nigel Spence?
4:14 PM
yes, this is Nigel Spence
4:15 PM
Lester M.
Appreciate you for providing the necessary information, Nigel. Let me pull-up the reservation and check other details. Just give me 3-5 minutes on this one.
4:15 PM
Upon checking the flight details, I see that there was no checked in baggage for your return flight.
4:21 PM
May I confirm where did you avail or check-in your baggage? Is this on our website or the airline's website directly?
4:22 PM
According to the receipt, this his what I was charged:
Pricing
Flight 1 price: FLL to SDQ
Traveler 1: Adult $1.00
Baggage fee $53.00
Taxes and fees $82.82
Flight 2 price: SDQ to FLL
Traveler 1: Adult $135.00
Baggage fee $85.00 (2 bags)
Taxes and fees $120.83
Travelocity booking fee $2.72
Total Paid $480.37
4:22 PM
I am using Travelocity (Expedia)
4:22 PM
I am taking it directly off the page
4:23 PM
Lester M.
I see. Thanks for providing that specific information, Nigel.
4:23 PM
If giving me a credit back is an issue, then put me the larger seats Leaving and Returning since I have yet to purchase seats.
4:24 PM
if not, then a refund is what I need for the $85.00
4:24 PM
Lester M.
No worries, Nigel. Allow me to gather my resources for 3-5 minutes for us to resolve this matter.
4:25 PM
ok
4:25 PM
Lester M.
Thanks for that, Nigel. One moment please.
4:25 PM
thank you
4:27 PM
Lester M.
One moment please.
4:27 PM
Thanks for patiently waiting, Nigel. I will need another 5-7 minutes to check thoroughly the option on how we can resolve this matter.
4:33 PM
ok
4:33 PM
plesae do not disconnect or call me back [protected]
4:34 PM
Lester M.
Appreciate your cooperation on this one, Nigel. One moment please.
4:34 PM
No worries, I will not leave our chat. I do apologize for the inconvenience, Nigel, we are unable to call you as of the moment as this channel is our only way of our communication.
4:35 PM
If you wish to be assisted via call, I can provide you our customer support phone number.
4:36 PM
no, I will wait for you
4:36 PM
Lester M.
Thanks for understanding, Nigel.
4:36 PM
Appreciate your patience, Nigel. For us to resolve this matter, I will need to contact the airline regarding the additional baggage concern and discuss on what is the best option that we can offer to you.
4:46 PM
I called Jetblue already, they said "they did not charge me, that "you" guys did..
4:47 PM
this has been a back forth for over an hour. I had jetblue on the phone
4:48 PM
Lester M.
I see. However, upon checking the reservation details, the charge was initiated by the airline.
4:48 PM
go ahead and call them
4:48 PM
I will wait
4:48 PM
Lester M.
No worries, Nigel. Let me go ahead and contact the airline to confirm about this concern. Just hold on and give me 5-7 minutes. Thank you.
4:48 PM
ok
4:49 PM
Lester M.
Thanks for that. One moment please.
4:50 PM
Hi, Nigel. Please bear with me and I'm still contacting the property. Hang on and I will be needing another 5-7 minutes. Thank you.
4:55 PM
The airline rather.
4:56 PM
ok
5:00 PM
Lester M.
Thanks for that. So we can stay connected, please keep the chat window open. I will be back in a few minutes with an update. Thank you!
5:00 PM
ok
5:01 PM
Lester M.
One moment please.
5:01 PM
Please bear with me, Nigel, as I'm still contacting the airline. Hang on and I will be needing another 5-7 minutes. Thank you.
5:10 PM
ok
5:10 PM
Lester M.
Thanks for that. One moment please.
5:11 PM
Thanks for your patience, Nigel. I wanted to let you know we're still checking on the issue. Please stay connected on the chat and I'll keep you updated within 5-7 minutes.
5:19 PM
ok
5:19 PM
Lester M.
Thanks for that. One moment please.
5:19 PM
Appreciate your patience, Nigel.
5:21 PM
As per the airline representative, they can only refund the first baggage which has a total cost of $35.
5:21 PM
that makes no sense.. I am being charged for something I shuld not be charged for
5:22 PM
Lester M.
For the 2nd baggage, the representative stated that they are unable to refund it due to their policy and you can also check this policy on their website regarding the 2nd baggage is non-refundable.
5:22 PM
I did not choose 2 bags, and my 1 st bag is free,s o why is the consumer (me) liable?
5:23 PM
that is nonsense
5:23 PM
Lester M.
I do understand the confusion regarding this matter, Nigel. However this is the only option that we discussed with the airliner representative.
5:23 PM
that is not an otion, that is a settlement
5:23 PM
then I would like to be put in the larger seats with NO fee
5:23 PM
Lester M.
To confirm, you wish to upgrade your class of service, is this correct?
5:24 PM
without a FEE
5:24 PM
that should be the solution, if you can't refund my $85
5:24 PM
I should get a free ugrade to a larger seat
5:24 PM
Lester M.
Let me discuss this again with the representative.
5:25 PM
this is bad consumer practice and 100% wrong to have a client pay for services he did not ask for.
5:26 PM
and technically it isnt' free since I am paying $85 for services I did "not" request
5:30 PM
Lester M.
I do apologize for the inconvenience this had caused you, NIgel.
5:31 PM
this is beyond an inconvenience. This is alsmost theft
5:31 PM
Lester M.
As per the representative, the only option they can offer is to refund the first baggage with a total amount of $35.
5:32 PM
The upgrade of class of service is not possible..
5:32 PM
so the customer gets the shaft!1?
5:32 PM
If I cancel this trip, will get my entire refund back?
5:33 PM
Lester M.
That's correct, Nigel.
5:33 PM
when will get my refund
5:34 PM
Lester M.
This refund will take 7-10 business days.
5:34 PM
So, let me ask you this. I cancel the trip now, what is my full refund?
5:35 PM
Lester M.
If we cancel now you will be refunded for a total of $340.83.
5:35 PM
but I paid $480.37
5:35 PM
Lester M.
I do understand that you paid $480.37 for your whole trip, Nigel.
5:36 PM
you have no idea how my blood pressure is boiling right now
5:36 PM
Lester M.
However we can only cancel with refund the JetBlue Airways flight.
5:37 PM
I want my full refund!
5:37 PM
Pricing
Flight 1 price: FLL to SDQ
Traveler 1: Adult $1.00
Baggage fee $53.00
Taxes and fees $82.82
Flight 2 price: SDQ to FLL
Traveler 1: Adult $135.00
Baggage fee $85.00
Taxes and fees $120.83
Travelocity booking fee $2.72
Total Paid $480.37
5:37 PM
Lester M.
For the Spirit Airlines, you will need to contact them directly for this cancellation, as they want to handle their customers concern on their end.
5:37 PM
no, You need to call them, since it was booked through your comapny
5:38 PM
Call them just like you called Jetblue and tell them what is happening
5:38 PM
Lester M.
No worries, Nigel, I can contact the Spirit Airlines, regarding this cancellation with a refund.
5:38 PM
I will wait
5:39 PM
I want a FULL refund Lester.
5:39 PM
Lester M.
To confirm, you wish to cancel both of your flight, correct?
5:39 PM
this is UNFARI
5:39 PM
UNFAIR
5:39 PM
I wish to cancel both "IF" I get a full refund!
5:39 PM
Lester M.
No worries, I will do my best to discuss this matter with the Spirit Airlines representative for you to have a full refund for their flight.
5:39 PM
I will wait...
5:40 PM
Lester M.
Let me go ahead and contact the airline to confirm about your request. Just hold on and give me 5-7 minutes. Thank you.
5:40 PM
5:40 PM
As per checking my resources, Nigel, the call should be coming from you as the airline will need some verification to proceed on the cancellation of your flight.
5:42 PM
ok
5:42 PM
Lester M.
No worries, once you've canceled your flight with Spirit Airlines, you can reach out back to us for the cancellation of your JetBlue flight.
5:43 PM
I want you to stay on the line please
5:43 PM
am I getting a full refun with JetBlue?
5:43 PM
Lester M.
Please be advised that the refund for the Spirit Airline is not guaranteed as it will under their policy.
5:43 PM
once again, policy policy. How can this be under anyone policy when Travelocity is the one who messed up my bags...
5:44 PM
Lester M.
That's correct, Nigel, you will be getting a full refund for the JetBlue Airline flight, this has a total amount of $340.83.
5:44 PM
Cancel it
5:44 PM
Lester M.
To confirm, you wish to cancel the JetBlue fight now?
5:45 PM
Lester M.
To confirm, you wish to cancel the JetBlue fight now?
5:45 PM
YES
5:45 PM
Lester M.
Thanks for confirming, Nigel. Again I do apologize for the inconvenience this matter had caused you.
5:45 PM
Let me konw when its cancelled and please provide a cancellation number
Lester M.
Sure thing, Nigel. Allow me for 3-5 minutes to cancel your JetBlue Airline flight.
5:46 PM
5:46 PM
How much did Spirit charge me?
5:55 PM
Lester M.
As per checking here on our end, the Spirit Airline cost 136.82 USD.,
Lester M.
I'm still processing the cancellation for your JetBlue flight, Nigel.
5:58 PM
Please give me another 3-5 minutes on this one.
5:58 PM
while you are doing that plesae send me the address and or fax number where i can file a complaint with Travelocity, JetBlue
5:59 PM
This isn't a blame to you Lester, its the policy of your company and Jetblue
5:59 PM
Lester M.
I do understand, Nigel.
6:02 PM
Again I sincerely apologize for the inconvenience this matter had caused you.
6:02 PM
Appreciate your patience and cooperation with me on this one, Nigel.
6:03 PM
I've successfully cancelled your JetBlue Airways flight and a confirmation will be sent within 24hours.
6:04 PM
You can't give me the cancellation number now?
Lester M.
No worries, Nigel. The cancellation number will be indicated on the email confirmation.