Complaints

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

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• 

  JetBlue Airways Corporation

  6322 S 3000 E Ste G20 Salt Lake City, UT 84121-6922

• 

  JetBlue Airways Corporation

  PO Box 17435 Salt Lake City, UT 84117-0435

• 

  JetBlue Airways Corporation

  50 Terminal Dr Ft Lauderdale, FL 33315-3601

• 

  Jetblue Airways Corporation

  14572 Aeries Way Dr Fort Myers, FL 33912-1701

• 

  JetBlue Airways Corporation

  6322 S 3000 E # G20 Salt Lake City, UT 84121-6922

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:08/09/2022

  Type:Service or Repair 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.

  I used Jetblue this passed weekend to fly over to *********** for a wedding. These Tickets were purchased months in advanced due to the fact that time of arrival was of the essence. I coordinated my arrival and departure times as convenient as possible to work around the wedding I was attending and my work schedule back home.Upon departure my flight was delayed, which prompted a headache in logistics. Fortunately the delay wasn't to bad and I was able to manage. Unfortunately on departure my flight was delayed for over 2 hours. My car rental was due and I had to pay extra to keep the vehicle. I had to extend my hotel stay by one night in order to accommodate this delay. I ended up arriving home at 1am.

  Business Response

  Date: 08/10/2022

  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:08/09/2022

  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.

  My friends and I were flying to Miami for a girls trip in June on 22'. Due to Covid, we had to cancel our flight. Two of the girls got the flight refund to their credit cards. The airline in which I never use, issued a flight credit to me, when asked to return to card they told me that wasn't company policy.
  
  I have asked a number of time for this to go back to my CC. but have gotten know where but rude response and a flight credit with a airline I will never fly with.
  
  Account number to credit: ****************
  
  Amount of ticket was: $197.20
  
  Correspondence with the latest employee is below:
  
  
  Hi! Thanks for chatting with JetBlue today. Please let me know how I can assist; I will be with you in just a moment.
  Hi my name is *******. I had to cancel a flight in June due to Covid, The company issed a credit. I would like my card refunded.
  If you purchased a nonrefundable ticket we are unable to refund you back to the original form of payment.
  You issued everyone else in my traveling party a credit back to their cards.
  The company*
  If you got a travel credit and it is in the travel bank it cannot be refunded to a credit card.
  A manager or supervisor needs to call me. I am not and will not ever fly out with your airlines, they issued everyone else in the party a credit back to their cc, except for me. Unacceptable and I'm sure they don't want any more bad press seeing's how they've had so much.
  Prime example of why I have never booked with this airline.
  I am the supervisor on duty and this is policy. At the time of it being canceled it when it would have needed to go back to the original form of payment however if you canceled it, it goes to credit for nonrefundable fares. Some agents were refunding as a courtesy but that would have needed to be done when you first cancelled.

  Business Response

  Date: 08/09/2022

  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: 08/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have been in contact multiple times with no response. Chatted only to get a rude representative and no good reason as to why my credit card could be credit like the others was. 
  

  This is unacceptable and unjustified. A mere excuse that the rep gave them their money back for kindness is a joke. So two other people get their money back. I Gm get a credit with an airline I have never flow with and didn’t want to fly with. 
  

  sounds like your whole company needs retraining. 
  

  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 08/10/2022

  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:08/08/2022

  Type:Service or Repair 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.

  I fly every month for business with Jetblue, and almost every time both flights get delayed more than 3 hours doe departure and more than an hour on arrival without proper accommodations by the airline. According to the Jetblue **** of rights, Onboard ground delay on departure of more than 3 hours is entitled to a $100 credit and an Onboard ground delay on arrival of more than an hour is entitled to a $50 credit. Jetblue never offered this to me nor any of its passengers for the delays. Also, upon arrival at ***, a couple of times passengers waited more then 50 minutes for luggage to arrive on the conveyor belt. This is unacceptable and for the future, I will no longer be using Jetblue to fly for business or pleasure. The most recent flight numbers were B6383/B6384.

  Business Response

  Date: 08/09/2022

  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:08/07/2022

  Type:Service or Repair 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.

  I am writing with much regret! I wanted to love this company. We booked a flight that was set to leave ***** of 2020. With Covid on the rise we proactively canceled. We were told insurance would not cover our cancelations (despite cancellations eventually happening at a government level).We got an extension on our credits to use them when the pandemic cleared. We booked our flights for *** of 2022, within the extension period (ending 9/30/2022). The morning of our flight, as we were headed to the airport, jet blue canceled our flight.We would have had to forfeit $2,000 in hotels (it was a family vacation), OR spend $2,000 to get on another carriers flights as JetBlue was not able to accommodate us that same day and we were too close to our stay to cancel the hotel. The cancellation put us out $2,000+ and unable to afford lodging in the near future for another trip, so when I called to extend the 9/30/2022 date, I was appalled that jet blue wouldnt extend it a second time specifically because THEY canceled our *** 2022 flight, it was not our choice. While the woman on the phone was courteous she refused to let me speak to a supervisor. When asked, she said she requested from her supervisor ****** who declined speaking to me twice. This is completely unacceptable as he company has now caused us financial hardship twice,

  Business Response

  Date: 08/08/2022

  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:08/06/2022

  Type:Service or Repair 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.

  We took a flight to ******** for my mother in law funeral. Going we were delayed for several hours no explanation. Going back to ******* the same thing hours in the crowded airport. Then the plane was crowded. There is too much going on these days. Someone needed to tell us something. We were supposed to land in ** at 11:30 we didn't get there until 4:30 am. Then to ** was supposed to be 2 but we didn't get there until 6. My husband was supposed to go to work 3:45 but he couldn't. I love flying Jetblue but this flight was horrible. Then I forgot I had my bath soap in my carryon brand new they took it. But this lady boarded the plane with a bottle bigger than mine.

  Business Response

  Date: 08/06/2022

  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:08/05/2022

  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.

  We booked a vacation through Expedia. See attached. While in Puerto Rico we got a text that said our return flight was cancelled. Expedia re-booked for us and gave us a better departure time on Jet BLue. On July 11 we checked in for our flight, but it was delayed so we would not meet our connecting flight. We went to a Jet BLue agent inside the gate and she said she will put you on a new flight for July 12th so we would make our connection to Portland OR. Jet BLue provided us with a hotel and meal vouchers. The agent said we needed to buy new tickets to get on the flight but Jet Blue would refund us for these tickets in 7 - 10 business days. I confirmed this with her and she again stated the the refund time-line. I have not recieved a refund. I was on the phone with Jet Blue for over 4 hours on August 4 trying to get his refund. Jet Blue says Expedia should refund me and Expedia says Jet Blue should refund us.
  We paid $1,018.00 to get on this flight. we also forfieted $104.00 for an upgrade we were not able to use. We had already paid for this trip, we did not cancel any flights, we followed the directions of sales agent. We were stuck in an airport and needed to get home and this was our only alternative, so they said.
  Attached is our original Itenary, Payment to Jet Blue. PLease help us get our money back

  Business Response

  Date: 08/05/2022

  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: 08/06/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    I spent 4 hours calling this number with most of the time on Hold.   Jet BLue says Expedia should pay, Expedia says Jet blue should pay.  I would like my money back!!  Thank you.
  
  Sincerely,
  
  ***** ****
  

  Business Response

  Date: 08/09/2022

  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:08/04/2022

  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 booked a flight in late July and I am unable to access the "manage trips" link where i can access seat selection and boarding pass. I tried using different browsers, clearing cookies, using chrome incognito, and using the mobile app multiple times for the past couple weeks and it still doesn't work.

  Business Response

  Date: 08/04/2022

  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: 08/04/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because they just said to contact them directly and I did and they couldn’t resolve the problem and had no timeline for it’s resolution. 
  
  
  
  Sincerely,
  
  ******* *******
  

  Business Response

  Date: 08/05/2022

  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:08/03/2022

  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 from New York (JFK) to Denver (DEN) on 6/3/22 (flight# ****) was re-routed midway to Omaha Idaho. Mid next day the flight ended up been canceled by JetBlue Airlines. As an apology, we received email from Kate H**** (Director of Customer Service at JetBlue) stating that:
  
  "We truly regret the situation you experienced and will be refunding the purchase price of your ticket, including taxes or fees, to your original form of payment. Please allow 7–14 business days for your refund to be processed. If you booked using TrueBlue points, the points used for this flight will be returned to your account. Please allow ten (10) business days for these credits to post. In addition to the full refund, we will also be providing an additional $500 credit which will be placed in your JetBlue Travel Bank."
  
  We did receive the $500 credit. But never received refund for the tickets. Contacting Customer Support yield no results. Additionally, two weeks ago, I filed a complaint to JetBlue's online survey per suggestion by the Customer Support. Nobody contacted us regarding the issue. The filed complained, seemingly, being ignored.
  *******

  Business Response

  Date: 08/04/2022

  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

  Business Response

  Date: 08/09/2022

  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: 08/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have contacted JetBlues Customer Support numerous times with no results. JetBlue's Customer Service Representatives failed to provide the refund that was confirmed by the email from JetBlue Director of Customer Services. Copy of the email was submitted in this claim.
  
  
  Sincerely,
  
  ******* *********
  

• Initial Complaint

  Date:08/02/2022

  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.

  I got to the airport on the August 2, 2022 the day I was supposed to fly out. I got there to find out someone at JetBlue cancelled my flight without rebooking me or telling me. The attendant was able to get me a new ticket for the same flight. I got on the plane and then they came back to ****** me off because I was deleted from the system. I waited patiently for hours for them to give me options. They gave me two options to take a new flight on August 9th (7 days later) or a refund. I had to take a refund and then book a more expensive flight with another airline for the next day. I couldnt wait the 9 days since I have to work and other responsibilities back home. Nor do I have the money to pay for the hotel for that long. They did not compensate me for my time, ticket, hotel, traveling to the hotel. My work will not be paying me for the time Im not working. They abandoned me in a foreign country where the only viable option was to take a refund where I will get in 10 business days. They even refused to work with other airlines to put me on another flight. I was met with smiles and dismissals to my plight. Brushed off with sorries to be left to my own devices.

  Business Response

  Date: 08/02/2022

  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:08/01/2022

  Type:Service or Repair 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.

  I traveled with Jetblue coming from *** ****** ******** Airport on the 7/17/22 I paid $90US for my two suitcases when I reached *** later on the evening the two wheels from the two suitcases was broken off nowhere to be found,I need to be reimbursed by Jetblue it was my first time flying with them and definitely would be my last .

  Business Response

  Date: 08/02/2022

  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?