JetBlue Airways Corporation

Complaint: [redacted]
I am rejecting this response because:
Their statement is simply not true. First 2 of 3 bags are underweight by at least 5 pounds while my 3rd bag is overwheight by at most 5 pounds. Second, my flight is international; I am allowed 2 bags and a carry-on. This is all documented. Third, JetBlue agents who charged me the $350 fee claimed that they were doing so under the South African airways (saa) rates; which is false. The saa fee is $100. Saa agents at Dulles confirmed this. Even a third party such as Revdex.com can easily confirm this by calling saa customer (which I actually did even before deciding to bring a 3rd bag). Finally even if I were charged under JetBlue rates, the fee should have been $150 (which any informed JetBlue agent knows). So please proceed with due diligence and knowledge of this case before answering.Fyi: I am using Revdex.com because JetBlue customer service is not answering directly ( 30 mins on holds, on and on...)
Sincerely,
Soule [redacted]

Complaint: [redacted]
I am rejecting this response because: JetBlue's offer of 25$ flight credit is a non-solution for me. The credits are non-transferable, we are by no means frequent flyers. If JetBlue would remove the expiration date (of 1 year) and leave the flight credit vouchers open to be used at any time in the future, I would accept the offer.
Sincerely,
Patricia M[redacted]

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to state what our obligations are when a flight is...

canceled.
When we cancel a flight, per our Contract of Carriage, our obligation is to provide the next available flight by which seats are available or you can opt for a refund and find transportation that might work out more favorably for you. We are glad to see you opted to wait it out and accepted the courtesy hotel accomodations that were provided.
JetBlue Bill of Rights compensation was issued accordingly and in an effort to honor the integrity of them we are not issuing additional compensation. However; as a gesture of goodwill and to invite you back to travel we have issued an additional $50.00. An email with information has been sent. Please be sure to review the details. All JetBlue credits expire one year from the original date entered.
Our customer's voice is a large part of our daily review and process for improvement and we value feedback.
We look forward to a time when we can welcome you onboard and we trust that you will have travel experiences that are exceptional.
Warmest Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to address [redacted]'s concerns about her refund. As we...

looked into reservations under her name, address and email, we found none that matches the information she provided. Perhaps it is with another airline.
The only reservation with the above identifiers was from Port Au Prince and it was completed before January 14.
If [redacted] booked a flight with us that was non-refundable, and she cancels it or makes any changes, the balance goes into a Travel Bank account not back to her credit card, in accordance with our Contract of Carriage. We see no credit account and no activity on a reservation that matches her information.

Dear [redacted],We have reviewed this complaint from [redacted]. Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we will promptly respond through your Online Complaint System.We're...

sorry to hear of the loss in your family and send our sincere condolences. We have requested the full amount of $1363.60 to be refunded in full to the original credit card (AX ending in # [redacted]) used to book Confirmation [redacted]. Depending on your credit card company's procedures this should appear on the next credit card statement.We wish you and your family the best and hope to serve your future travel needs at JetBlue.Sincerely,Debbie C[redacted]JetBlue | Corporate Customer SupportTell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I am responding with what they requested.  I do not wish to close this until they have given me a good answer.They said:"Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response: We'd be happy to to address the concerns stated but do need additional information. Please reply with the 6 letter confirmation or a ticket number beginning with '279', or, your girlfriends first and last name as it appears on the reservation. Also, when you cancel a reservation with JetBlue, the funds owed are pulled from the fare paid and the remaining balance becomes a credit with JetBlue. If you book with an agency, this may be slightly different as each agency will collect our fee plus any fees they may have. We look forward to hearing back from you soon! Kind Regards, Kelly JetBlue | Corporate Customer Support Crewmember [redacted]"My response:
The 6 letter confirmation for the ticket  from the airline is [redacted].  Travelers name is [redacted].  I understand about the credits.  I canceled with Jetblue directly.  I was told one price and then charged another price.  
Sincerely,
[redacted]

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to offer clarification on the reservation that was...

booked online:
If you do not change/cancel before scheduled departure and you "no show" all money for reservation is forfeited.
This information is specific in the fare rules. All customers are required to check a small box indicating they understand these guidelines prior to actually entering payment for the flight. We are sorry for any misunderstanding of this.
In your request you've stated you wanted $240.00. We are unclear where this amount comes from. The base fare for the return flight that went unused is $82.79, with tax that one way missed was $103.10. Had you canceled prior to the departure there would have been a $75.00 cancelation fee assessed and the remaining balance of $28.10 would have been placed in a travel bank credit valid for one year from the original date.
As a gesture of goodwill we've placed the credit for the amount of $28.10 in [redacted]'s travel bank and sent an email with information regarding Travel Bank. Again, all credits expire one year from the original date entered. Please be sure to review the content of the email.
We appreciate you reaching out and hope we have an opportunity to serve you and [redacted] on a JetBlue flight again soon.
Kind Regards,
Kelly
Corporate Customer Support
JetBlue Airways

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by Mr. [redacted] and are responding through your Online Complaint System. JetBlue does not engage in discrimination on...

any basis. Maintaining the highest standards of safety for all of our customers and crew is our primary concern and JetBlue’s fundamental value. The decision to not check you in was based on the time you arrived to the airport for check in. Guidelines state if you're not checking bags, you must check in no later than 30 minutes prior to scheduled departure for domestic flights.All customers must be onboard the aircraft 15 minutes prior to scheduled or posted departure time for domestic and international flights. The airport does have the final say and determination. Our records show you were placed on the next available flight as well as issued a courtesy credit. Because you were allowed to travel and issued a credit we are respectfully declining your request for a refund. We look forward to a time when we can welcome you onboard and we trust that you will have travel experiences that are exceptional.  Regards, Kelly JetBlue | Customer Support Executive Offices

To: [email protected]: Email received - Fri 12/8/2017, Contact # [redacted]Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by [redacted] and are...

responding through the Online Complaint System. We recognize that you're disappointed with what occurred. After reviewing this internally we have determined that the crew was justified in their decision to place you on the next flight and we respectfully decline your request for compensation. Our records indicate that you were re-accommodated on Flight # [redacted] on 04 December 2017.We wish you the best from JetBlue.Sincerely, Debbie C[redacted] JetBlue | Customer Support Executive Offices  Tell us why here...

To: [email protected]: Email received - Thu 5/18/2017, Contact # [redacted] Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by [redacted] and are...

responding through your Online Complaint System.We certainly recognize the customer inconvenience when a flight does not operate as scheduled, and we do make every possible effort to prevent such irregularities. Delays and cancellations are at times unavoidable, but necessary to ensure the safest possible operation. Safety is our highest priority and we take this obligation very seriously.We understand that your time is valuable and we realize that this was a frustrating situation with a lengthy delay. Our records indicate that we have issued a full refund in the amount of $383. You are welcome to contact us at 1-800-JETBLUE (538-2583) with any additional questions or concerns.We value you as a JetBlue customer and we hope to serve your future travel under better circumstances. Sincerely, Debbie C[redacted] JetBlue | Customer Support Executive Offices Tell us why here...

Dear [redacted],Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint you filed and are responding through the Online Complaint System. As we previously advised you directly through...

email, we appreciate the opportunity to give you an explanation in regards to the suspected fraud on your account. We are very sorry for the inconvenience this cancellation has caused you, but please be advised when we cancel due to suspected fraud, we always have the best interest of our Customers in mind. Typically, if we cannot match the billing address and name to any address or name of the reservation, we cannot verify the payment method, we must cancel the reservation for the safety of our Customer's. In your case, the billing information was listed as the Customers information, which did not match the PayPal billing information. The details that were given to you how to rebook that was issued to you by our Customer Service Crewmember was correct in regards to how you can rebook. However, we spoke with our fraud department and they have agreed to allow you to book with us over the phone and we can also match your previous fare. You will need to book with a credit card in your own name to avoid fraud issues going forward. Or make sure the billing information matches the name on the card. We have noted your [redacted] [redacted] of all of this information as well. All you need to do is call in to our 1-800-JETBLUE and we will be happy to assist. As a gesture of goodwill we have added a $100.00 JetBlue Travel Bank Credit. You can use this to apply to your upcoming flight. Information has been sent to the email address below. If you have anyquestions about Travel Bank, visit http://bit.ly/1JryMa0  for helpful information about how to use and manage credits.Username: [redacted]Login ID: [redacted]We are very sorry for any inconvenience this may have caused you. We value our Customers safety of their personal and credit information and we truly only have your best interest at heart.We look forward to having you onboard with us again real soon.Sincerely,NicoleJetBlue | Customer SupportExecutive Offices

Thu 12/7/2017, Contact # [redacted]Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by [redacted] and are responding through the Online Complaint System.Dear Ms. [redacted],We're sorry to learn you're still unhappy about the experience.We've issued you an additional $50.00 to your Travel Bank account. Your username is [redacted] and information on using your credit has been sent to the email address associated with your Travel Bank account. If you’re a TrueBlue member, you can access your Travel Bank account with the same login credentials you use to access your TrueBlue account.Your credit, now totaling $300.00, will be available for one year from the original date of issuance. If you have any questions about Travel Bank, feel free to visit bit.ly/JBcreditFAQ.We hope to welcome you onboard JetBlue soon for a more pleasant experience.Kind regards,SandraJetBlue | Customer SupportExecutive Offices        In an effort to improve the experience for all our customers, we are working to encourage improvements in the federal air traffic control system. You can join us in our effort and take action by visiting http://www.ontimeflights.org/.  Tell us why here...

Dear Mr. [redacted],
Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to respond to your...

concerns.
We're sorry to learn items in your baggage have arrived broken and some items may have been stolen or lost during the screening process, and we appreciate the chance to assist you.
We regret we are not liable for fragile items packed in checked bags as it is stated in our Contract of Carriage and all claims must be filed at the arrival airport within 4 hours of arriving.
If you think items may have been stolen during the screening process TSA is a separate government agency that is responsible for screening all baggage. To inquire about items missing from checked baggage, visit http://1.usa.gov/14qm0t0 to locate the applicable phone number. To file a claim with TSA, visit http://1.usa.gov/11BEx08
Israel, thank you for being a TrueBlue member. We look forward to serving you on another JetBlue flight soon.
Kind Regards,
Jenifer
Corporate Customer Support
JetBlue Airways

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by [redacted] and are responding through your Online Complaint System. [redacted], we sincerely apologize for...

the inconvenience this experience was for you. JetBlue's Contract of Carriage specifically relates to your concerns regarding incidental and consequential costs. These sections explain that we are not liable for any type of incidental or consequential damages or costs, such as alternate or additional travel expenses including, but not limited to: airfare, ground transportation, fuel, lodging and food. If you purchased travel insurance, we will be happy to provide you with a Flight Delay Confirmation letter for your unexpected out-of-pocket expense claim.As we previously mentioned, JetBlue would never want to delay or cancel a flight that our customers are depending on, however safety is our first priority and occasionally circumstances occur which require that a flight is grounded until we are confident it can be safely completed. We are truly sorry for any frustration, stress, and inconvenience you personally experienced as a result of this delay.We have a team dedicated to making the decision which delayed or cancelled flights will receive compensation in accordance with our Bill of Rights. Although your flight didn't qualify for compensation, we are pleased to know you were issued a $100 JetBlue credit. Your username is [redacted] and information on using your credit has been sent to the email address associated with your Travel Bank account. JetBlue credits are valid for one year from their original date of issuance, so when you're ready to book a flight, visit jetblue.com and choose Travel Bank as your first form of payment when you get to the payment page. If you'd like to check your balance or transactions, or if you have any questions about your credit, feel free to visit bit.ly/JBcreditFAQ.Although we must respectfully decline again your request for reimbursement for consequential expenses, we do hope to have the privilidge of serving your JetBlue needs on a future flight.  Sincerely,JeniferJetBlue | Customer SupportExecutive Offices

Dear Revdex.com,We have reviewed this complaint from [redacted]. Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we will promptly respond through your Online Complaint System.We...

sincerely apologize for the frustration experienced when recently traveling with JetBlue. Please provide your confirmation number and concerns to [email protected] and we would be happy to further research your concerns.Sincerely, Debbie C[redacted] JetBlue | Corporate Customer Support  Tell us why here...

Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint filed by [redacted].We sincerely regret Mr. [redacted] was not able to take his original flight and the inconvenience...

this was for him. As a gesture of goodwill, we have reversed the change fee he paid and refunded $100 to the credit card ending 4858. Please allow ten days for this credit to appear on the account.We are also sorry the Row 1 seat he was assigned was not comfortable for him. As he will be flying on JetBlue January 30, we have assigned him an Even More Space seat in Row 9F (a window seat) and waived the $90 seat fee.We look forward to serving Mr. [redacted] on JetBlue next week and hope to regain his trust.Debbie D[redacted]Recovery SpecialistJetBlue

Although, respectfully, the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we nevertheless provide the following response:
We appreciate the opportunity to provide information regarding fares.
We offer...

customers the option of purchasing refundable fares during the booking process. In situations where the nonrefundable fare was selected, we're not able to offer a refund; however you're welcome to allow another family member or friend to use your JetBlue credit.
For helpful information about how to use and manage Travel Bank credits, visit http://bit.ly/nKT44N.
Refundable Fares are ideal for customers who need flexibility when they travel. Each of our fare types: Blue, Blue Plus, and Blue Flex include a refundable option. When you purchase a refundable fare you can cancel your flight and receive a full refund up until the time of departure.
For information about refundable fares, visit http://bit.ly/22n9TYA. For more details about our other fare options, visit http://bit.ly/JBFares.
Consistent with our guidelines, when you canceled online the balance went to a travel bank. When you called, we issued a refund for the refundable portion back onto your credit card and the balance that was not refundable remains in your travel bank. We are sorry for any misunderstanding.
We wish you all the best and hope to welcome you onboard JetBlue soon!
Happy Holidays!
Kelly
Corporate Customer Support
JetBlue Airways
Crewmember [redacted]

Dear Ms. [redacted],
Thank you for reaching out to JetBlue again. We are sorry to hear you have not been satisfied with the answers and credits you have received. JetBlue works hard to be fair to all of our customers and again, in an effort to honor the integrity of our guidelines, and on behalf of our Executive Crew, we are respectfully declining your request for a refund to your original form of payment.
As we have previously advised you did purchase a non refundable fare. As a gesture of goodwill we have waived the $135.00 cancelation fee and consistent with our guidelines accepted at the time of purchase, the balance went into a travel bank that is valid one year from the original date entered.
We feel that we have assisted you with fairness and to the best of our ability. Although we must respectfully decline any further requests, we do hope to have the privilege of serving you again sometime in the future.
Sincerely,
Jenifer
Corporate Customer Support
JetBlue Airways
Crewmember [redacted]

Complaint: [redacted]
I am rejecting this response because:
I did not call JetBlue Getaways on the day of departure, I called them while I was in the middle of booking through their online website. At the time the website clearly stated the all inclusive details as well as their sales associate, who is being referred to as a crewmember. You cannot tell someone that they are booking something all inclusive when this is not true, I barely had enough money to eat for the week I was in Mexico. The concierge at Marriott said they do offer all inclusive deals but only for certain parts of the year. It would seem Jetblue's website allowed me to book this all inclusive for a part of the year that the all inclusive is not offered. This makes JetBlue the negligent party for allowing me to book something that does not exist, and as I have stated I spoke with JetBlue as I booked and was given wrong information. How can a company not be negligent for a website that wasn't updated and a sales associate who have outright wrong information. I will never book with this company again as they ruined my trip and cost me a very large sum of money.
Sincerely,
[redacted]

To: [email protected]: Email received - Wed 5/3/2017, Contact # [redacted]Dear [redacted],Although the Revdex.com does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. 41713), we’ve reviewed the complaint you filed and are responding...

through their Online Complaint System. We appreciate the opportunity to review your concerns and apologize we have not met your expectations.After review, our records indicate your travel was in confirmation code [redacted] from Orldando (MCO) to Los Angeles (LAX). We are sorry to hear you thought you were upgrading to our Even More Space seat with a fee of $50 each. Although we are unable to issue a refund for a product used, as a gesture of our goodwill for the misunderstanding, we have issued you a $30 JetBlue credit for each seat, a total of $60 has been depositived into your Travel Bank account #[redacted]. Information on using your credit has been sent to the email address associated with your Travel Bank account. If you’re a TrueBlue member, you can access your Travel Bank account with the same login credentials you use to access your TrueBlue account.JetBlue credits are valid for one year from their original date of issuance, so when you're ready to book a flight, visit jetblue.com and choose Travel Bank as your first form of payment when you get to the payment page. If you'd like to check your balance or transactions, or if you have any questions about your credit, feel free to visit bit.ly/JBcreditFAQ.[redacted], thank you for choosing JetBlue and we look forward to welcoming you onboard a future JetBlue flight. Kind regards,JeniferJetBlue | Customer SupportExecutive Offices