JetBlue Customer Service Issues

We purchased a JetBlue vacation package for 2 adults and a one-year-old boy, including an all-inclusive hotel in Cancun, Mexico. The scheduled flight from Cancun Airport at 2:53 PM was repeatedly delayed. We left the hotel at 11:45 AM on 7/25/[redacted], only to find out at check-in that the departure time was moved to 6:18 PM, landing in New York JFK airport at 11:33 PM. Despite having this information in writing, we continued to face further delays, with the flight now rescheduled for 11 AM the following day. Accompanying us are 4 adults and two young children (2 and 1 year old). The extended delay of more than 20 hours is causing significant complications in our daily lives. My friend, who owns a nail salon, is set to lose over $[redacted] in profits, and I am at risk of missing out on a $6,[redacted] business deal due to this delay. We are hoping for a solution to address this issue promptly.

Dear Customer Service, I recently booked a flight from Costa Rica to LAX for my family scheduled for August 2nd, selecting a nonstop flight. Initially, the reservation was for my spouse and me only due to technical glitches on your website. The following day, I attempted to book flights for our two children, Ayden and Brody Baca. Despite encountering issues with additional charges for unaccompanied minors, I eventually secured their bookings with the assistance of a customer service representative. However, a subsequent payment issue flagged as fraud by my Chase card caused further complications. After contacting support again, the agent successfully reserved seats for our kids on the same flight as us. Unfortunately, I am now unable to locate the confirmation email for their bookings, although the charges were processed on June 10th. Our joint reservation is under the name Krystal Baca with flight number Sawker [redacted]. As we are currently en route to Costa Rica, I am concerned about our return trip and seek assistance in confirming the inclusion of Ayden and Brody on our flight back home. Your prompt help in resolving this matter is greatly appreciated. Thank you, K. Baca

I received an email from Cheaptickets regarding my recent booking to Fort Lauderdale, FL, United States. Unfortunately, there was an issue with the JetBlue Airways flight booking from Kingston, Jamaica. They provided an itinerary number, booking ID, and a confirmation code but mentioned that the booking wasn't confirmed. They requested that I call them at 1-[redacted] (collect calls accepted) as soon as possible to resolve the issue. They emphasized that without a new ticket being issued, my reservation is not confirmed, and if not resolved within 24 hours, the flight booking will be cancelled. While the email address provided is not monitored, they are available for calls 24/7.

Upon arriving at the airport for flight [redacted] from MBJ to JFK, I encountered chaos at the JetBlue section without any clear direction for passengers. Despite being in line for hours, we were abruptly told the flight had departed, leaving us confused and stranded. After persistent requests for assistance, an agent eventually arranged for some passengers to be rebooked on a flight to New York the next morning from Kingston. Feeling uneasy about this option, I sought more information but was met with unhelpful and rude responses from various employees until Miss Spencer intervened. She offered support and promised to involve her supervisor, providing me with a wheelchair and water while I waited for a plan to be put in place. As of now, I am still in need of clarity on how JetBlue will transport me to New York and when these arrangements will be made. - P. Piccott

I am seeking assistance with two recent incidents involving my baggage on JetBlue flights. During my outbound trip to Heathrow on July 21st (B6 [redacted]), I left my suit bag in the overhead bin. Despite submitting a claim online ([redacted]) shortly after realizing my mistake, I was unable to locate a JetBlue agent at Heathrow, nor connect with the baggage company dnata during subsequent visits to the airport. This caused significant inconvenience as the bag contained my wedding suit, leading me to purchase a new suit abroad. Unfortunately, the bag is still missing. On my return flight on August 7th, a dnata agent directed me to place my bag on the oversized belt, unlike another agent who handled my partner's larger bag differently. This resulted in my bag not making it onto my flight, and upon arrival at JFK, it was nowhere to be found. Despite submitting a claim (JFK[redacted]03) and seeking help from baggage claim, there has been no update on its whereabouts after 24 hours. I am deeply disappointed with the poor customer service provided in both instances and hope for a resolution soon.

Confirmation Number: FNEZFNN Last Name: Agostinelli I have a confirmation number FNEZFNN. My last name is Agostinelli. I booked a round trip ticket from Buffalo, New York, to Orlando, Florida. I completed the first part of my journey but needed to adjust the return leg. Despite already purchasing the Blue Extra and a checked bag, when I contacted customer service to change my departure date, I was charged again for these services. The total charge was $[redacted]. Could you please explain why I was required to pay for them a second time? Thank you.

Dear Ms. Hart, I must express my deep disappointment with my recent trip on JetBlue. As a military veteran and shareholder in the airline, my journey from JFK to Montego Bay was marred by disrespectful treatment. The staff's disregard for military personnel was evident from the start, as I was ignored in favor of other passengers. This lack of respect continued at the Montego Bay airport, where the staff's attitudes left much to be desired. During the bus ride to the RIU hotel in Negril, the driver made shocking threats towards me, a United States Marine. His behavior was unacceptable, especially considering my struggles with PTSD. The entire experience has left me feeling disrespected and disillusioned. As an American, I cannot help but question the level of honor and respect afforded to us both at home and abroad. I urge you to address these issues promptly before I escalate this matter further. I can be reached at [redacted]. Thank you for your attention to this urgent matter.

Subject: Request for Travel Credit Due to Missed Flight on 11/10/[redacted] - Confirmation GEHFFG Dear Customer Service Team, I am writing to address a missed flight on November 10, [redacted], with JetBlue from Charleston to Minneapolis via JFK. Unfortunately, I was unable to travel as I contracted COVID-19. Upon notifying JetBlue and submitting the necessary documentation, including positive test results, I was informed of eligibility for a travel credit for the unused flight. However, I have not yet received the promised credit. I kindly request a review of my case and expedited processing of the travel credit issuance. Should you require further information or documentation, please let me know promptly. Thank you for your attention to this matter. Your timely assistance is greatly appreciated. Best regards, Irina S., Confirmation GEHFFG

Subject: Complaint Regarding Verbal Mistreatment On July 26, [redacted], I had a flight from Bogotá El Dorado Airport to New York with a layover in Fort Lauderdale Flight [redacted]. The flight was delayed but arrived within the scheduled time. In Fort Lauderdale, we faced a delay due to immigration lines, resulting in missing our connecting flight. An immigration officer advised us to seek assistance from JetBlue for a new flight. Upon approaching JetBlue on the second floor of Terminal 3, we were rudely attended to by an employee named Vivian M, who informed us that the next available flight was on the following day. She blamed us for missing the flight, made inappropriate comments about affordability, and displayed unprofessional behavior. Despite explaining our plans and losses, she continued to be disrespectful. She also mistreated my daughters by insulting me in front of them. I appreciate the flight rescheduling but regret the financial loss and missed activities. I strongly disapprove of the mistreatment endured from the JetBlue representative. Basic fares should not entail such disrespect; I intend for appropriate action or feedback to be given to the individual concerned. My experience with JetBlue was disappointing, and I hope for a positive resolution. Kind regards, Aida Carolina Diaz Pinzon 52.[redacted].[redacted] from Bogotá, Colombia Mobile: [redacted]

I organized a unique trip with my daughter to Cancun from August 14th to 17th. Our Tampa flight experienced a significant delay, causing us to miss a whole day of our vacation. I am set to depart early tomorrow, and I am hoping to reschedule the flight for a later time so we can make up for the lost time on Monday. I have tried using the app and chat, but have not been successful. I would appreciate speaking with a representative at JetBlue to assist me with this matter. My confirmation number is NTJBWT. Flight B6 [redacted].

Hi, my name is Sam Haigh, and my confirmation number is NZEKBB. I had a booking on JetBlue #[redacted] scheduled to DEPART at 3:47 PM on Sun, Aug 20 from STT and ARRIVE at 4:31 PM on Sun, Aug 20 at SJU. I was one of 24 JetBlue passengers who opted for a different flight with Cape Air after an offer was made at the terminal. We were promised $1,[redacted] in JetBlue Travel credits due to the circumstances. The JetBlue agent provided me with a reference number on a sticky note for the $1,[redacted] credit, but I was told that an email confirmation with instructions on how to redeem them would follow. I have yet to receive this email confirmation. The reference number is [redacted]. When should I expect to hear back and have this matter resolved with an email confirmation? Thank you. -Sam

JetBlue has requested me to send the receipts for the cancelled flight from BDL to MJB on 8/14/[redacted] with locator number BCIZVJ for flight [redacted]. I need an email address to send these receipts. I missed a significant event due to this cancellation and incurred additional expenses of $1,[redacted], impacting my vacation negatively. I had to purchase a new ticket with Delta for over $[redacted], lost $[redacted] for the resort room, paid $70 for baggage claims, and $7 for parking. Additionally, I lost $1,[redacted] in wages for the vacation day that was not utilized. Despite spending hours at the airport trying to find another flight, I did not receive a lunch voucher. The $[redacted] voucher offered feels inadequate considering the financial losses I suffered. According to JetBlue's policy, compensation could reach up to $[redacted] or more.

I recently flew on Flight [redacted] from Los Angeles to Boston. I had reserved seat 6A and paid for it, but the lady at the boarding gate changed my seat to 27C without providing an explanation. She was also very rude and seemed to act in a racist manner towards me. I recommend that the airline staff receive training on customer communication to avoid such incidents. I hope the airline administration takes the appropriate action to address this matter as it can impact the airline's reputation. Thank you, Mubarak

I recently traveled on flight number *** from Los Angeles to Boston. I had selected seat *A and paid for it, but the lady at boarding switched me to seat **C without any explanation. She was also very rude and seemed racist. I recommend that they provide customer service training to staff, and I hope the airline administration takes appropriate action as these situations can impact the reputation of the airline. Thanks & Regards, Mubarak

My flight from LAX to JFK was delayed for approximately 17 hours overnight. During the delay, it was announced that Mint customers would receive a $[redacted] credit. However, I have only received an email offering $[redacted] in credit, which was the amount promised to Blue seat customers. Considering I am a Gold member and a frequent Mint traveler, and the delay caused me to miss important meetings and a college visit for my son, I believe the credit should be adjusted accordingly.

I recently booked two extra room seats for my flight on July 8, [redacted], under Conf IUBEJC (Fayette, Sandra). The seat map displayed a 2-3 seat configuration, so I chose seats in row 2, on the left side, with a window and aisle seat and no middle seat in between. However, I was informed today that the configuration is actually 3-3. I paid $[redacted] each for the extra room seats and an additional $[redacted] for each of my two dogs. I also used over 23,[redacted] points to cover the seat fees. I intentionally selected a window and an aisle seat assuming they were on a two-seat side to accommodate my two carriers. Jetblue now claims there was only a minor schedule change, questioning the accuracy of my booking. If someone buys the middle seat, I would need to switch seats to have my dogs together. I believe Jetblue should allow me to purchase the middle seat without the extra room fee.

I am reaching out about the flight confirmation code JPJUIZ for passenger Kevin L. I urgently need assistance since I cannot be there to assist my father in navigating this situation. He has been to the airport twice in the last two days and is feeling completely lost. The original flight scheduled for early evening on 9/11 from Atlanta, GA to JFK was first delayed and then cancelled due to weather conditions. The JetBlue agent who assisted me mistakenly rescheduled the flights for 5:30 am on 9/12 from Atlanta, GA to JFK and then at 1:55 am on 09/12 from JFK to Hong Kong, instead of correctly booking us on the 10 am JFK to Hong Kong flight. Given the delays from Atlanta, GA to JFK, we would not have been able to make either flight. Today's Atlanta, GA to JFK flight was pushed from 5:30 am to 11 am without any reasons provided. I am currently trying to check in online for the rescheduled flight from Atlanta, GA to Boston and then from Boston to Hong Kong this evening. Unfortunately, I am facing difficulties with checking in online through the app or over the phone. It will be challenging for me to communicate on behalf of my father at the JetBlue service counter at the airport. I would appreciate it if you could look into this matter and assist me in being able to check in online, if possible. The original departure time was 6:40 pm on 09/11 from Atlanta, GA. The rescheduled departure time was 6:10 am on 09/12 which was then pushed to 11:38 am on 09/12. However, the weather appears favorable in both Atlanta and JFK on 09/12. My rescheduled flight is set to depart from Atlanta at 7:15 pm on 09/12. The delay now exceeds 24 hours from the original booking and almost 13 hours from the second booking. I sincerely appreciate your support in resolving this matter.

Subject: Assistance Needed with JetBlue Booking Good evening, I recently booked a one-way Christmas ticket from DFW to BOS for December using my travel bank credit. My booking reference is MPLLGB. Due to my circumstances, I am finding it challenging to determine the return date and cost. The return trip seems to be more expensive, so I am waiting for my monthly SS check to cover the cost. I have Parkinson’s, which slows me down in managing these matters. I intended to use the remaining $38 in my travel bank towards the return trip, but it appears that it expires today, and I do not currently have the funds to complete the booking. Is there a way to extend the deadline for using my travel bank credit? Thank you for your assistance. Best regards, Michel P.

On 9/14/24, during our flight from JFK to SRQ, we encountered a delay due to a weight distribution issue requiring some passengers to change seats. Despite having paid for Even More Space seats, we were asked to volunteer to sit in the rear of the plane. While we complied, I am disappointed that there was no mention of reimbursing the fees we had already paid for the upgraded seats. Additionally, I would have appreciated at least a gesture of gratitude, such as an offer for a drink, considering the inconvenience of the situation. Moreover, it was frustrating that the request only targeted passengers seated in rows 1 through 10.

I have received a letter from JetBlue regarding my travel insurance claim for the flight delay on 5/26/23. The letter mentions the delay was caused by the late arrival of equipment. However, when I was at the airport, I was informed that the delay was due to storms along the East coast. My travel insurance company requires a letter stating that the delay was weather-related. Can I request a letter reflecting this information to provide to my insurer? Thank you for your assistance in this matter.