Business Profile

Airlines

JetBlue Airways Corporation

Headquarters

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Complaints

This profile includes complaints for JetBlue Airways Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,844 total complaints in the last 3 years.
553 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/20/2022
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spend hours on hold just to speak to someone to help me sign into my because I was having issue. AFTER waiting hoursssss on hold A lady answered and I told her my issue she told me to reset my password and I told her I did after I reset it again it still did not work once I told her that she said to reset it again when I told her I reset my password 3 times she said ok do it again I asked for a supervisor and she said their was no one available so I asked her who can help me then she started to act as if she couldn’t hear me! After spending 1855.02 on a flight then waiting on hold for hourssss just to get no where and get hung up on is RIDICULOUS
Business Response
Date: 08/21/2022
Hello,??

Although the Better Business Bureau (BBB) 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've filed through their Online Complaint System.?

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at?https://www.jetblue.com/contact-us.??

Kind regards,??

JetBlue

Customer Answer
Date: 08/21/2022

Complaint: ********

I am rejecting this response because I contacted JetBlue twice & the second attempt I made I had to wait on hold yet again and once I got on the line I did not tell the agent my concern I just requested a supervisor the agent then ask why I informed her I was having issues with my flight Which was 1855,02 and this second agent made a rustling sound and the line disconnected. At this point your services seem to be a joke and that is not acceptable when I am a paying customer paying over $1000 to your business!!!
I would like for you guys to contact me directly and take care of my situation, because obviously when I am reaching out to you guys to get help there is no help! What kind of business are you guys running?? it’s not acceptable. My family & friends have stopped doing business with American Airlines for their trash business & for the way they treat their paying customers!! It is really sad to see how you are handle your customers as if we’re not the one supporting your business!!
All I want is my issue resolved!! I created an account with you guys and for some reason I am not able to sign into my account and after multiple times of resetting my password and getting nowhere at this point I feel like this is a big scam Business that you guys are running. And if you guys do not care about us paying customers and then I will gladly go to social media and reach out to the biggest pages on Instagram to have everyone Boycott Against your business because again this is unacceptable.

Sincerely,

***** *******

Business Response
Date: 08/22/2022
Hello,
Although the Better Business Bureau (BBB) 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've
filed through their Online Complaint System.
If you would like the opportunity to discuss your experience
with us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue
Initial Complaint
Date:08/20/2022
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 6, 2022 my husband and I were leaving on vacation to Dominican Republice to celebrate our 40 yrs anniversary. Our departure city was Newark, NJ flying with Jet Blue. Upon getting to the airport, our luggage was checked in and weight. The Jet Blue person behind the counter said that we were overweight by 4lbs on one bag and 6.7 lbs on the other. She asked me to remove some clothing from the bag to bring it down to 50lbs. First, we were not aware of the weight restriction, since I had paid $35 the day before when I checked in my flight and to get our seats. I told her that I didn't have a bag to put the excess clothing. I asked her if she had one, and she said no. I was so embarrass because the airport was packed with over 300 travelers that morning, and for the Jet Blue person tell me to take out clothes in front everyone, was uncall for. She said that we needed to pay $150 for each bag that was in excess of 50lbs. I told her that was ridiculous for the amount. I can see charging a person $35 to 50 for the same charge if I had a third bag, she said no. We ended up paying $300.00 for 9 plus pounds that could have been reduced to a lesser charge. After she leaves the first bag go through the conveyor, she stated to my husband, that we could of taken out the excess weight on the one and added to the second bag and she would of charge us $150 instead of the $300. My husband said to her that it was still to much.. Even though this airline is ripping the travelers off on the their excess charges. This was our first vacation in six year and to start the morning off like this was horrible and disgusting.

I spoke to two person at Jet Blue last Sunday, August 14, 2022 regarding my complaint, the first person was very sympathic and couldn't believe the charges, the second person was the supervisor who didn't care. I sentJet Blue in Long Island, NY and email and have not heard from them in regards to my complaint.

Thank you
Business Response
Date: 08/21/2022

Hello,??

Although the Better Business Bureau (BBB) 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've filed through their Online Complaint System.?

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at?https://www.jetblue.com/contact-us.??

Kind regards,??

JetBlue

Customer Answer
Date: 08/21/2022

Complaint: ********

I am rejecting this response because: I did reach out to Jet Blue by email on August 14, 2022 using the website given by April at Jet Blue. The website given was [email protected] and not the one noted on this email. No response received from Jet Blue.
Jet Blue should find out with the corporate communications in Long Island, NY if they received my emai, or April at Jet Blue gave me the wrong website to use.
I appreciated all the help BBB is doing to resolve my issue.

Sincerely,

***** *****
Initial Complaint
Date:08/20/2022
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 2020, I was originally going to take a trip to Boston to see family. The week we were preparing to leave, the pandemic hit and cities began to enter lockdown. I was forced to cancel my flight and was told I would have a credit for the value of the tickets (about $350) that could be placed towards a future trip as long as I booked prior to September 2022. I attempted to go online and use this credit. I had no credit in my “travel bank”. I attempted to call in for assistance and was shocked to learn there is a $25 fee just to get agent assistance. I then opted for the chat. The person I spoke with on 8/15 was helpful and told me that instead of a credit, I had an “open ticket”. These, for some reason, cannot be managed online by the customer and require live agent assistance. (Why??? I don’t know.) I was told that all I needed was my ticket numbers from the original flight and if I called in, an agent would help me reschedule and use the value of those tickets towards my current trip. I expressed concern over the live agent fee and was told it would be waived. Today I called in and attempted to get this done. After waiting over 30 minutes on hold, I spoke with an agent who had no idea what I was asking for. I gave him all the information I had and he claimed he could not find anything. I asked to speak to a supervisor and he refused to escalate my concern. He asked me to verify the departure airport at one point (BWI, Baltimore) and he told me the airport was CLOSED. That is absurd. I feel stuck. I just want to either use my $350 in flight credits for this trip, or my money back. This process has been infuriating and I honestly feel JetBlue owes me not only my money back, but an apology and remittance for the inconvenience and frustration I have been through. The pandemic was not my fault. I am appalled at the lack of care I got with this issue.
Business Response
Date: 08/21/2022
Hello,??

Although the Better Business Bureau (BBB) 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've filed through their Online Complaint System.?

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at?https://www.jetblue.com/contact-us.??

Kind regards,??

JetBlue

Customer Answer
Date: 08/22/2022

Complaint: ********

I am rejecting this response because:
I spoke with a member of customer service via chat. When my situation was reviewed, they did issue me the value of my tickets as a $343 credit to my travel bank. The agent mentioned that they saw I had a previous credit of $65 that I had used with this purchase. I advised that the $65 credit was the result of a prior incident in which Jet Blue lost one of my bags. They were able to recover the luggage, but contents in the bag were found to be damaged. I spoke to this incident, highlighting that the most recent ticket difficulty was not the first time this company had let me down. I was told that I would receive not only the credit for the tickets, but the $65 credit would be reissued as well, and would need to be used by October this year. I received an email showing a total credit balance of $408 in my travel bank (see attached). When I went to use my credits and purchase my tickets at last, I could only apply the 343.92 to my purchase. This is getting absurd. I’m tired of being promised things and having it be a lie. I demand the other $65 credit be applied to my most recent purchase, and this value be returned to my credit card.

Sincerely,

****** *********

Business Response
Date: 08/22/2022
Hello,
Although the Better Business Bureau (BBB) 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've
filed through their Online Complaint System.
If you would like the opportunity to discuss your experience
with us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue
Initial Complaint
Date:08/19/2022
Type:Customer Service Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 1st, I traveled from SDQ airport to JFK airport. During my wait for the flight at the SDQ airport the flight was delayed 2 hours. While delayed the gate was changed 4 different times and only once did JetBlue inform any of its passengers/customers of the change. Not until 90 minutes after the flight was scheduled to have departed. None of the airport employees knew where the flight would be departing from. If it wasn’t for me finding two JetBlue flight attendants sitting down did I have any sense of security. However they also did not know where they were supposed to be. That is completely unacceptable. Running around in a foreign airport and not even being able to find solace with JetBlue is a clear indication of terrible service. I reached out to customer service multiple times about this issue and they have not given me anything other than a sorry. My confirmation code is ******.
Business Response
Date: 08/21/2022
Hello,??

Although the Better Business Bureau (BBB) 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've filed through their Online Complaint System.?

If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at?https://www.jetblue.com/contact-us.??

Kind regards,??

JetBlue

Customer Answer
Date: 08/21/2022

Complaint: ********

I am rejecting this response because:I already spoke to two customer service agents. The first one told me to wait 10 days for a response and the second told me there was nothing to be done. I refuse to accept such a lazy effort to show accountability for JetBlue’s terrible service.

Sincerely,

***** ******
Business Response
Date: 08/22/2022
Hello,
Although the Better Business Bureau (BBB) 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've
filed through their Online Complaint System.
If you would like the opportunity to discuss your experience
with us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue
Initial Complaint
Date:08/18/2022
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Flight #**** leaving out of JFK was delayed 4 times. A flight that was originally supposed to leave at 2:59pm to FLL to finally Quito Ecuador ended up not leaving until 9pm apparently. I kept seeing updates that this flight was being delayed and I was at risk of missing my connection in FLL. I called jetblue several times with no avail to try and switch the flight. Luckily a ticket agent recognized that me and TWENTY other people were going to miss this connection to FLL and put us on standby for the 7:XX pm flight. Isn't there a law about flight delays and compensation? I was never contacted by anyone from jetblue about this ridiculous ordeal. I was supposed to arrive to Quito at approximately 11pm and did not reach until 2AM and that was luckily with the standby flight. This caused extreme chaos as we had an early morning tour in Quito booked and ended up getting like 3 hours of sleep. Absolutely ridiculous. Will never fly jet blue again I promise you
Business Response
Date: 08/19/2022
Hello,
Although the Better Business Bureau (BBB) 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've
filed through their Online Complaint System.
If you would like the opportunity to discuss your experience
with us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue
Customer Answer
Date: 08/19/2022

Complaint: ********

I am rejecting this response because: what kind of automated un helpful statement is this?

Sincerely,

******** ******
Business Response
Date: 08/22/2022
Hello,
Although the Better Business Bureau (BBB) 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've
filed through their Online Complaint System.
If you would like the opportunity to discuss your experience
with us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue
Initial Complaint
Date:08/16/2022
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to inform you of my dissatisfaction with the JetBlue vacation package for a family of 5 at the Majestic Colonial Resort in Punta Cana. The reservation dates covered Jul 26- Aug 3. The reservation confirmation # *******

In January 2022, I booked this vacation as I was impressed by the description on the JetBlue vacations website. I desired to spend my birthday with my family on a fancy vacation. However, my enjoyment of the trip was spoiled and shattered by several problems, and consequently, the vacation did not live up to the claims made by Jetblue Vacations.

First of all, the hotel accommodation was awful. It was not the five-star hotel as promised. More importantly, I reserved two Junior Suites with an outdoor jacuzzi. I was given rooms with an indoor jacuzzi. Additionally, the room was dirty (please see photos), bedsheets were dirty, and the bathtub had hair and dirt from past guests. The room was outdated, and the furniture had scratch marks and watermark stains. Overall, poor maintenance and housekeeping.

I contacted the front desk and asked to speak to a manager, and I was told no one was available. I was referred to guest services (the staff was not helpful). I explained that the room type (indoor Jacuzzi) was not what I paid I was advised to contact JetBlue vacations. I contacted Jetblue vacations and was told that someone would investigate and get back to me within 24 hours. No representative contacted me. After no callback( after 24 hours), I reached out to Jetblue vacations and was offered a $567 refund for the room discrepancies. I declined and asked for clarification on how the percentage was calculated because that amount was too little for the room type. I paid over $4,000 for this vacation package. I asked to speak to a manager and was told none was available and no one would give me anything more. Additionally, the representative refused to address the issue of the cleanliness of the
Business Response
Date: 08/17/2022
Hello,
Although the Better Business Bureau (BBB) 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've
filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with
us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue
Customer Answer
Date: 08/17/2022

Complaint: ********

I am rejecting this response because the contact us page doesn't allow me to submit photos or allow me to write a full report of my incidents.

Sincerely,

**** ****
Business Response
Date: 08/18/2022
Hello,
Although the Better Business Bureau (BBB) 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've
filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with
us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue
Initial Complaint
Date:08/16/2022
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our flight was delayed Saturday 8/6 by 3 hours due to JetBlue having no pilots. We missed our connecting flight to Aruba because of that. We were even told that they couldn’t purchase us new AA tickets which was the next available flight since JB was booked up the next 5 days. Not only did we have to pay out of pocket for a new flight but we lost $95.20 a night for 2 nights out of our Airbnb. We paid for our JB flights through JB with a JB visa Mastercard So please explain to me how a family of four on the same flight and same issues as us purchased their JetBlue trip through Travelocity and Hazel the supervisor was able to book the same AA flight on Monday for the 4 of them for no charge. Now we are fighting for our out of pocket expenses of $775.98 and JetBlue won’t do a thing to help us when it was their fault we missed our connecting flight we booked through them!
We were told our flight with American couldn’t be accommodated because we used our JetBlue bank credits from our first trip we had to change JB $1200 since my wife and I moved from NJ to NC and couldn’t fly out of NJ anymore. We paid cash through the JB plus Mastercard for our trip and was told we had to purchase on our own and get reimbursed through corporate. And on top of it we didn’t use JB courtesy two nights hotel since we stayed with friends while stuck in FLL and the family of 4 did take the two night stay.
And you keep giving me credits when I can’t use them. I want my AA reimbursed as well as my Airbnb for your 3 hour no pilot delay.
Business Response
Date: 08/17/2022
Hello,
Although the Better Business Bureau (BBB) 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've
filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with
us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue
Customer Answer
Date: 08/18/2022

Complaint: ********

I am rejecting this response because:I have contacted the number and email address countless times with no resolution. I have asked to speak to corporate and have my case sent to a higher agent and no one is helping me resolve my issue.

Sincerely,

****** *********
Business Response
Date: 08/18/2022
Hello,
Although the Better Business Bureau (BBB) 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've
filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with
us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue
Initial Complaint
Date:08/16/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
had a scheduled flight B6 677 Aug 15th was scheduled for 7:40 PM - needed to be for a meeting plane kept on getting delayed - they did not give any reasoning or remorse to the customers, was delayed till 9:23 and when we finally got onto the plane the closed the doors and kept us another half hour for supposedly fueling and only ended up leaving 9:47 landing 12:22 ( instead of scheduled ( 10:02)causing major damages to my schedule yesterday and today I would like a refund or at least some or a compensation for this mess
Business Response
Date: 08/17/2022
Hello,
Although the Better Business Bureau (BBB) does not have jurisdiction over JetBlue under the express preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. *****), we've reviewed the complaint you've filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue
Initial Complaint
Date:08/16/2022
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 13th I purchased a flight. While purchasing this flight it allowed me to upgrade my ticket so there would be no cancelation fees if I need to cancel. About four hours later I canceled the tickets because I was able to get help from NY 311 and they informed me that it was possible to get the documents I needed for my 101 year old grandmother via mail. After cancelation I got an email letting me know that it was being credit to their travel bank. I had no idea what this was. I contacted them and explained I haven't bought a flight ticket in 11 years and not once was this stated in my purchase. They informed me that it wasn't refundable I could transfer it to someone else. I don't have no one to transfer it to and that is a lot of money. It is why I upgraded my ticket so I could be refunded. They were very misleading and no one seemed to be able to assist me. I just want my refund.
Business Response
Date: 08/17/2022
Hello,
Although the Better Business Bureau (BBB) 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've
filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with
us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue
Customer Answer
Date: 08/17/2022

Complaint: ********

I am rejecting this response because:I already reached out to the listed methods. To call there is a $25 fee I am trying to get my money back not spend it. When I did the chat customer service didn't provide customer service and actually disconnected the chat. I already stated my concerns and no resolution has taken place.

Sincerely,

******* ********* ******
Business Response
Date: 08/17/2022
Hello,
Although the Better Business Bureau (BBB) 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've
filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with
us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue
Initial Complaint
Date:08/15/2022
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i have never written a complaint so i hope you know how upset i am over this. My boyfriend and i bought plane tickets via Orbitz on July 6, 2022. We realized a couple of days before the trip that we mixed up dates and needed to get there a day earlier in order to make it to the funeral we were attending. So, we called orbitz to change the flight and they told us we had to go thru JetBlue. We called Jetblue and they said we needed to do it through orbitz, but that they would go ahead and do it anyway. (which we later found out they really were not supposed to, it went against their company's policies). that was another $280 we had to pay on top of our original $500 flight. So, we booked our new tickets and payed the change fee. Two days later, we get to the airport to check in, and they said they didn't have a ticket under my name, only my boyfriend. So I had to pay $994 to buy a ONE WAY TICKET from SFO to Tampa. I was livid, can not afford it, but i had to make it to the funeral. Once we got to tampa, we couldnt find my boyfriends bag and found out it was sent on a different flight. everything about this experience was horrible. i called jetblue and they admitted it was their fault but said they could only give me credit for the original ticket purchased and nothing else. why would i want credit to fly with this airlines? and they said there was nothing they could do about the $994 i spent. we also found out on that call that the people at jetblue who changed our flight put both tickets under my boyfriends name so even if we wanted to, there was no way to change the name at the gate. everyone was telling us different things. this company really feels like a scam. i have never felt so jipped in my entire life and the level of unprofessionalism was just insane to me. All i want is my money back. i have bills to pay and a family to feed. please help me get my money back.
Business Response
Date: 08/16/2022
Hello,
Although the Better Business Bureau (BBB) 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've
filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with
us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue
Customer Answer
Date: 08/16/2022

Complaint: ********

I am rejecting this response because:I have already contacted them several times and there has been no fair resolution.

Sincerely,

**** ********
Business Response
Date: 08/17/2022
Hello,
Although the Better Business Bureau (BBB) 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've
filed through their Online Complaint System.
If you would like the opportunity to discuss your experience with
us directly, please contact us using one of the methods at https://www.jetblue.com/contact-us.
Kind regards,
JetBlue

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JetBlue Airways Corporation is NOT a BBB Accredited Business.