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Business Profile

Airlines

JetBlue Airways Corporation

Headquarters

This business is NOT BBB Accredited.

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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

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JetBlue Airways Corporation has 16 locations, listed below.

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    Customer Complaints Summary

    • 1,846 total complaints in the last 3 years.
    • 550 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/01/2022

      Type:Product Issues
      Status:
      Answered
      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.
      JetBlue cancelled flights due to "weather" which is understandable. However, I purchased insurance and am unable to file a claim because JetBlue is not providing the correct documentation required to file the claim. I have called and talked to 3 customer service reps asking for a "common carrier reason of delay/cancellation" letter for both flights that were delayed (outgoing and return). Each time I called, I had to wait up to 1 hour to speak to a ********* additional unexpected costs incurred was $3699.28 to purchase replacement flights, stay in hotels, meals, etc. 1) Flight confirmation - DQUXQK (3 travelers) - all 3 tickets were cancelled on flight #** on 3/12/2022 - *** to ***********. Stuck in NY for 3 days.2) Flight confirmation code - DQUXQK (3 travelers) - all 3 tickets were cancelled from *********** to *** --> *** on 3/19/2022 due to "weather" and I had to purchase replacement tickets through Delta to return home.

      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:07/31/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Hello Jetblue, I have an issue with a flight that wasn't taken. I've given several attempts to cancel and even attempted to cancel online with an error given. I have contacted your customer service center the wait time has been extremely long over 90 minutes and have been advised that the ticket was tagged as "no show" and there was no fare valeu. My wife is pregnant and was having labor pains and was due at any minute which is the reason we werent on the flight. I'm doing everything I can to get this resolved since we don't want to be out over $1300. I'm asking that there please be a courtesy adjusted due to the circumstances after several attempts to cancel and resolve this on the customer service line with no resolution, warm regards. spoke to supervisor ***** and she said the system wouldn't allow her to do anything, please resolve this matter since we really love flying Jetblue and being loyal to your airline. thank you!CONFIRMATION CODE: EZIRVN PS: I already emailed jetblue through contact us without a response to the resolution of issuing the travel credit.

      Business Response

      Date: 08/01/2022


      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:07/29/2022

      Type:Product Issues
      Status:
      Resolved
      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 2/27/22 I booked flight VNCSRH. JetBlue Airlines on the 3/21/22 cancels the entire flight. I contacted them requesting a refund of my money. I was told it was not there policy and the have to deposit it into a ************ Why should they be compensated for a situation that they themselves created. Furthermore more the travel bank funds that I spent money for are not available to me, they are put in my mother in laws travel bank even though she is not the original person that paid for the tickets. I have all the email communications to show all transactions. My True Blue number is **********

      Business Response

      Date: 07/29/2022

      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 

      Customer Answer

      Date: 07/29/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:07/29/2022

      Type:Product Issues
      Status:
      Answered
      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 **** from ********* to ** on 7/22. This was the flight from h*** Not only because of the excessive layover, but because of the lack of communication to your customers (us and many others). The flight incoming was delayed, they needed to wait for a new plane, but that flight was scheduled to take off from *** at 7am. There was an immediate issue and the plane was turned around and landed back in ***. At this point, all remaining flights would have been impacted and delay notifications should have been sent immediately. As my family and I check in for our 12:30 flight out of ********* to **, everything was still ON TIME and this was approximately `10:15am. At 11am, we received the bad news. This was just the start. There was no one at the JetBlue gate to offer any food vouchers for the people who now had to wait 7+ hours. Finally, we get on the plane for a delayed time of 6:37pm to only be notified once we were all seated, that we now had to be rerouted to ***** due to the crew needing to change. Now, I understand this, but what I don't understand is sitting on the plane for 3 hours before taking off. During those 3 hours, we were supplied with only water. There were young kids on this flight. No food, no milk for babies, nothing. During those 3 hours, it was one excuse after another, crew change, needed to find crew, needed fuel (of course you did, we waited 3 hours before moving), then removing of passengers off of the plane due to "misbalancing". Once we finally landed in ***** (6 1/2 hours later from our delayed flight time from 6:37pm), the crew changed, and another refuel. Arrived in ** after 4am- to be told as we were walking off the plane that we would be shuttled to terminal 4 for customs (another wait). What I don't understand is this... why didn't we just go to **? that flight was 4 1/2 hours as opposed to the 6 1/2 to *****. Over 11 hours on a plane without adequate food sounds illegal. we don't want credits, we want a refund.

      Business Response

      Date: 07/30/2022

      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:07/29/2022

      Type:Billing Issues
      Status:
      Answered
      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 travel bank credit expired and I was sick when this happened and before that for a while. I did not have a chance to use it. No customer service agent would help me with this. I simply would like the $163.60 put back in my travel bank so I can use it. I always trusted Jet Blue and used them all the time. I hope someone will have the heart to make an exception due to the situation. My account number for the travel bank is ****************.

      Business Response

      Date: 07/29/2022

      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:07/29/2022

      Type:Product Issues
      Status:
      Answered
      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 Jun 30 my husband and me traveled to The ****************** for vacation but,Jetblue decided to send ours three luggages in another Airline.We did not know about this after we arrived to ******************** . We wasted a day of *********** because we spend most of the times while waiting for the luggages. Then , finally one of the staff explained to us what have happened. This person told us that someone will bring the luggages to the Resort in **********. And , that was truth I received the luggages the next day but, they have oppened all three, and they changed my three locks for Three plastic locks. But the worst, It was that my luggages were almost empty. I dont understand why they have to open all my luggages if they were checked , even those they made me pay 150 dollars extras just for one of them. I believe that this company is abusing because of the power. This incident really frustrated my vacation.

      Business Response

      Date: 07/29/2022

      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:07/28/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      purchased ticket for $250 to fly back to phoenix with a connecting flight. they delayed the flight so that i would miss my connecting flight and be stranded in new york. they did not make any accommadations and did not get me a new flight. all they did was refund the ticket. Which does me no good as I am stranded out of state I had to pay $600 out of pocket to get home on a different airline. they didnt offer to cover that either or even give a new voucher for a future flight not that id even consider taking them again. overall terrible experience and horrible airline

      Business Response

      Date: 07/29/2022

      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: 07/29/2022



      Complaint: ********



      I am rejecting this response because:


      I did contact you using your contact is feature and your agent simply regurgitated the faq section of your cancellation policy so I’m not sure what help that gives me when you left me stranded in a different state with no shelter.

      Sincerely,

      ***** ******

      Business Response

      Date: 07/29/2022

      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

    JetBlue Airways Corporation is NOT a BBB Accredited Business.

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