JetBlue Airways
reviews and complaints

I am writing to express my disappointment and disgust at the lack of customer service quality experienced on Saturday July 31st 2021.

I purchased numerous tickets through Expedia whilst making travel arrangements for my bands upcoming tour. Even though the bandsmen arrived at the Norman Manley International Airport more than 3 hours before their flight they experienced lengthy delays in checking in. Upon arrival at the counter 2 hours later one was successfully able to check in however the other 2 encountered an issue that I believe could've been resolved on spot or by proper collaboration and communication between both parties - Jet Blue and Expedia.

The itinerary in our possession showed the names correctly however the agent advised that she was seeing it slightly different on the system. Everything else matched to the travel documents however the lack of care and responsiveness from both the airline and third-party agency is the worst I have ever experienced.

This transaction cost me approximately $950 USD and also a great inconvenience as preparations were made for the arrival of all 3 members of the band.

I trust that this is not the normal way Jet Blue or Expedia conducts business. Whilst we are still in a pandemic, and this is the first international job that we are receiving I am beyond disgruntled and unwilling to accept the loss from this experience. As a result of this poor experience, we had to spend $2000 to purchase new tickets so that the men could travel later that night. My expectation is that I will be compensated with a refund via card or airline travel bank credit for the original tickets purchased for both men.

I would like to discuss this further if possible and I may be contacted at [protected]/[protected]@gmail.com).

Looking forward to a response within the shortest possible time.

Regards,

Disappointed and Disgruntled Customer.

On July 14th, 2021, I was discriminated against by JetBlue flight staff (flight attendant Vannessa of Columbia desent, her Supervisor, Mr. Mugabe ID#00269, and their supervisor Shawn) and I was asked to exit the aircraft because, aircraft staff felt that I wasn't not displaying 'complete, submissive, obedience' to verbal questions.

We are frequent users of jetblue airways and have had the jetblue mastercard for many years. We used the jetblue vacation package this year for our stay in Aruba. The De Palm tours, which was included in our package, picked us up too late to be at the airport 3 hours prior to departure. We made it to the airport with less than 2 1/2 before our flight and made our flight by 6 minutes and our luggage barely made it on the plan.

You caused a relaxing vacation to turn into a stressful departure. I wanted to forgo the transportation and take a cab to the airport because I was worried we were getting picked up too late but my husband was so confident that Jetblue knew what they were doing. Apparently he was very wrong.

I will never use another jetblue vacation package and may choose to cancel my credit card.

Our vacation package booking # was 3941205.

Dianne and Joe Cascino

booked with my Nephew death in the family,
Confirmation # VCBBLN and AHBBZQ on 7/23/21 flight 1653. my flight was cancel due to damage plane. had no backup plane to take pasengers to there destination. was the hold night waiting with no information. we had to stand on line for hours to tell us there was no other plane. not even water they gave us. I was so sick to my stomach, n frustrated.
I want compensation for all this trouble i've been through, n hoping this never happens to no body else.

I booked a vacation package with an earlier departure time that was more expensive than the later departure time. 2 weeks after booking, I received an email from JetBlue that I had been moved onto the flight with the later departure time. I specifically paid MORE to get on the earlier flight. JetBlue bait and switched probably already knowing that they would be cancelling that flight when they sold it to me!

We were returning from a vacation with my family where my daughter and son in law took us as a 50th anniversary present. Our plane arrived in JFK on time and the pilot asked that all passengers remain seated so that 25 of us with connecting flights could leave first. he said that someone would meet us to expedite the process, no one was there. We waited 45 minutes because there was n o gate available to use. When we finally deplaned we went through customs very quickly. Then we had to get our checked bags where, which I couldn't understand, since they were checked through to Boston, our final destination, where we waited another 40 minutes and customs did not look at them. There was no one again from JetBlue to help us along the way.

We had to race to security. When we got there there was a long line, even in Pre-Check, and security told us the only way we could get through quickly was if some JetBlue personnel were there to help. Surprise, no one was there or had been seen all day. We finally got through and raced to the gate to find the doors closed, even though the captain had sent a request for them to hold the plane as there were approximately 20 people trying to make it. Again, no JetBlue agents were anywhere to be seen. The plane did not leave for another 35 minutes, leaving us all stranded.

We were told to go to the "Help" desk at that point, and what we got there was less than nothing. After waiting in line for another 30 minutes, we finally got to the only person there and by her attitude we knew we were in trouble. She said we would have to wait two days for a flight and when we asked where we would stay, she looked at us and said it was our problem. We asked if she could help us with a car rental and again she just shrugged. A few minutes later she looked at her watch and said she was off duty and got up and left. Another person came in and we had to start all over again and he was less help than she was.

Another person who also missed this flight told us they booked a Delta flight the next morning online, so I did the same, at a cost of $618.00. We had to stay in the overnight with no food since it was already 10:30 and nothing was open. we finally got out the next morning on Delta and got home 26 hours after we left Turks and Caicos. This was the worst flight experience I have ever had and I can remember when Eastern had the shuttle to New York for $21.00 each way as I flew on it.

There is no excuse for the terrible attitudes of your people toward your customers. If they are going to work for you, they should do their jobs or quit and be replaced. For the plane to stop boarding even though they knew there were 20 people coming from a delayed plane was deplorable and not having any personnel to help along the way is inexcusable. Either you do things the right way or you get out of business.

This was a very ugly way to end a glorious 50 wedding anniversary trip that was a gift from my family who now feel guilt about everything.

7/16/21 - I was traveling from Newark to West Palm Beach for a wedding weekend. Jet blue neglected to put my bag on the plane (I checked in with an agent). I had to spend extra money on transportation to take me around to find something to wear as I only had the clothing on my back and was due at a formal rehearsal Dinner 2 hours after landing. I spent approximately $500.00 (needed a dress, shoes, toiletries, etc). I have submitted receipts, no response. I had to BEG the supervisor of baggage to get my bag once it arrived in W. Palm Beach the next day to get my bag to me on time for the actual wedding as my gown was in my bag.
Report number:PBIB635164586

Additionally, you changed my upgraded seat because I was traveling with my dog, and the carrier (which you counted as a carry-on) could not go under the seat. I paid $67.00 for that seat and it was supposed to be refunded and it was not.

The TVs in my last 5 flights have not worked!

To whom it may concern,

First time flying with JetBlue and our family experience was very disappointing. The flight departure was at 415pm and board by 340 pm. We are sitting waiting at the terminal when all of a sudden there is a change from the terminal to downstairs. Now, everyone trying to get to the assigned terminal when they say it has been delayed and no appx time.
We sit there until an announcement that now, we will be traveling by bus to get to the airplane. We get in line and wait for the second bus... Let me remind you that according to Covid protocols, the fewer people in an enclosed bus minimize the spread. They fit so many people on the bus, it was like Covid no longer existed. I don't mind, but the airlines have so many rules about masks, but then they don't follow them when something like this happens. We now arrive to board the plane by bus and another 15-20 mins waiting in the bus with so many people and doors closed. You have 10 workers standing around and one taking the passengers one by one on wheelchairs. It was so unorganized. We finally board the plane and another 20-25 mins or more because maintenance was fixing an issue. Finally, we depart at 615pm or so and during the flight one of the flight attendants accidentally spills water all over my son. We were all tired and had purchased the best seats to have a nice flight back home, but it was completely the opposite. First time flying with JetBlue and had this experience. Just think they were very unorganized and needed to vent. I also have pictures of the all crowd in a bus in case you would like to see them.

Waited 2 hours on July 13 to speak to a Jet Blue Representative about my reservation. Fell asleep waiting. On July 13 waited more than 3 hours and finally got to speak to someone. Asked about being reimbursed for money paid for More Space seats which was granted on several previous flights. Both my wife and I have disabilities with my wife having to wear knee braces in order to walk any distance. "Zoey" the representative coldly said to do that we would have to be relocated to Row 1 up against the bulkhead. That would not work for either of us because of the need to access supports from our under the seat bag. Next I asked about our being able to sit together on our return flight 774 from Aruba [Confirmation Code MDIQUO] she flatly said no they couldn't reseat anyone who had chosen seats before us. Though I quickly indicated the long wait the night before and the nearly 3 hour wait today, you didn't offer any response. I then said it seemed like she was not interested in helping me in any way and she did respond by saying "I don't know where that is coming from". I felt that after nearly 5 hours of waiting to speak to someone she could have shown some empathy to our issues. Zoey was the coldest non feeling Jet Blue team member I have ever dealt with. She certainly wouldn't be on my team. There was nothing comforting in her tone, demeanor and certainly in her non verbal responses. Again, I am respectfully asking to be refunded the $328 paid for the More Space seats for our travel on September 4 and 17. We have been reimbursed in the past when speaking with representatives who have been receptive and understanding of our situation. We have flown at least 25 round trips on Jet Blue to Aruba and never experienced what we did with Zoey. Maybe she was tired of being on the call center or had something bothering her. Whatever, it was a totally negative encounter and not typical of Jet Blue customer service. Thank you.

Trying to resolve trouble with travel bank credit. Not able to speak with anyone, always over 300 hours promised as a wait time on the phone. Chat service unavailable due to wait times. Email service no longer active.

I flew with Jet Blue on 3 July and the plane had a routing/gps malfunction that caused us to depart 34 minutes later. Once we got close to JFK the airport couldn't receive us due to air traffic congestion (as announced by the Captain) we ran out of fuel and ended up landing in Newark. By the time we made it back to JFK there were no flights available nor were there any vouchers for hotels. I spoke to the Manager at the Ask desk and she was very rude and confrontational (I recorded the interaction and willing to share it so that the lady can be retrained).

We were told that within 7 days we should be getting an email if we qualified for a voucher, and I didn't receive anything. I reached out to Jet Blue online and they stated that the delay was due to weather, when it was clearly stated that it was due to the routing system. The online person stated that we couldn't land in JFK due to weather, and the Pilot stated otherwise over the intercom. He said to traffic congestion we couldn't land

My rights were violated on 7/8/21. JFK - CTG Flight 1533

Other passengers and I were made to remain on the aircraft for more than 2 hours without food and drink. We were also on the plane for more than 3 hours without being given the opportunity to leave the plane. Jet blue staff were also unprofessional.

The entire delay lasted more than 4 hours.

I am reaching out because at this point I feel these jet blue hero tickets I was nominated for and won, is a complete SCAM. All because of this "fare class" you put us in! We are told you only have long layover flights months away, no non-stop flights, and barely any return flights.
This April 2021, I started looking into using the tickets I won as a healthcare hero before they originally were due to expire July 1st 2021. As a nurse who worked non-stop throughout COVID, taking extra shifts due to short staffing putting my health at risk daily, I deserve a vacation and to use these tickets I won. I read all the fine print, terms and conditions which listed barely any restrictions to redeem my healthcare hero tickets.
In April I called the number from the email provided for healthcare heros. 16 unsuccessful phone call attempts between my boyfriend and I at all different times, dates trying to get through to someone. Each time we were placed on hold for 140 minutes plus then hung up on. I told my boyfriend forget these tickets they are a waste of our time they make this impossible.
Middle of June 2021 I received another email the deadline to use these tickets was extended to December 31, 2021. Excited with this news, last week we started again trying to contact jetblue to book a vacation utilizing my healthcare hero tickets.
We are now convinced these healthcare hero tickets are a scam, designed to make the process as impossible and difficult so we give up and not ever use them! I Googled and found many others who won are having the exact issues, which is absolute fraud.
Since last week my boyfriend and I continue calling Jetblue again left on hold with wait times over 130 minutes. You only allow us to call a designated number between 8am to 5pm, then we have to try again the next day. My boyfriend finally got a live woman this past Tuesday who instantly told him all the flights from Newark, NJ to Jamaica, Montego Bay are booked for the last 2 weeks in July 2021, and first 2 weeks in August 2021. At the same time we were speaking to Jetblue's representative, we were looking up flights on the Jetblue site which showed us plenty of available flights. The woman would not give us an explanation about this, only pressing there are no flights available for the healthcare hero vouchers. This makes zero sense considering there are no restrictions listed under the terms and conditions.
Today as I write this email, I am currently now sitting on hold at 138 minutes. This is absolutely ridiculous and sickening how your "healthcare heros" are treated by your own healthcare promotion. We tried your chat earlier this morning, finally spoke to someone who called us understanding the situation. Then disconnected us trying to transfer my call. She did politely call us back, but then transferred us to another 112 minute wait.

I arrived at the airport more than 2 hours earlier for my JetBlue flight 620 on June 19th. However at the JetBlue check in kiosk, a JetBlue employee told me she was not able to check me in, because I was booked as a JetBlue employee by their "mistake". The solution is JetBlue put me on a flight for the next day! And a customer service person told me, "for you inconvenience, we will give you 2, 000 points". My plane ticket cost almost 60, 000 points!

I am a JetBlue mosaic member and I booked "mint"! What made it worse, my friend on the same flight told me, they give my seat to a JetBlue employee, which makes me wonder, if this so call "mistake" is on purpose. What made it worse, when I called JetBlue again, a very snub customer service person (outsourced from outside US) think I should just took the 2, 000 points and be grateful.

We need to change a flight from bdl to fll from
August 29 to August 31 (flt 1459) (AQOCAI, MIYUFA)
We used points on one flight and it is impossible to change the flight on line.
Calling Jet Blue results in wait times in excess of 3 hours.
Writing to them gets me a boiler plate response that doe not meet my requirements as it directs me to the same unusable we site.
My wife needs a wheelchair assist and we have to obtain seats in advance.
Need someone in authority to call and address this situation.
Thank you.
Dr. Stanley Jasne
7708 Coral Colony Way
Lake Worth, Fl 33467
[protected]

"JetBlue
Wed 7/7/2021 4:27 PM
Thank you for sharing your concern. We will review your message in the order received and respond within the next 14 days. For current reservations, you can manage your booking online at https://book.jetblue.com/B6.myb/landing.html#/landing.

To contact JetBlue Vacations, JetBlue's Baggage team, or to request a receipt, visit www.jetblue.com/contact-us. For other general information, visit www.jetblue.com/help.

We know you have many choices and we appreciate every time you fly JetBlue."

Received the same email several times that does not give me the ability to address my concerns.

Traveling on jet blue flight 1567 on June 29th. My husband and I were not able to get service on our TVS the full trip. We sad in seats number 25c and 25 D. Confirmation number: Xsqfyn. Sincerely, Geraldine and Albert Giglio.

Good Morning,
I would like to report a billing issue that your company failed to correct. I have been double billed for a recent airline trip to NY,
itinerary # [protected] with Expedia, Jet Blue confirmation #SPZVVH, Expedia charged me $348.50 0n 05/10/21 for air travel to and from NY to Florida on Frontier Airlines and Jet Blue airlines.
Then both airlines charged my card for the fare in addition to Expedia charge. I did contact the Expedia who state I need to contact the Airlines. I would like to open a complaint case with your company and expect a response from a supervisor.
Jet Blue airline charge was $132.80 total for both tickets, charged on 05/10/21 and Frontier airlines charge was $88.00 . Thank you for your attention to this matter.

Leopold Klemke Jr
[protected]
19 Edgewater Dr
Palm Coast, Fl 32164

My wife and I flew out of JFK on Tuesday June 22nd on Flight 883, scheduled to depart at 320 pm and arrive in orlando at 621 pm in the evening. Due to heavy storms in orlando we were circling and had to be diverted to Savanagh Georgia to refuel. We ended up gettin into our hotel at 3am in the morning. Not to mention our whole day was ruined, We also were nice enough to change our seats from row 19 to row 23, the emergency door exit. Didnt have to do that.

Next our return flight was Saturday June 26th. Flight 2884 scheduled to depart at 4:13 pm. got to the airport at 2. returned our rental car. Proceeded insilde. Went to the gate. We were in line for the boarding process when, without anyone telling us . Our flight number changed on the screen right before our eyes. No representative said anything to us.

Finally people were getting nervous, my wife approached the jetblue rep and said whats going on. We were told we couldnt board that flight and now had to take a later flight leaving around 1030 pm. They loaded another plane onto ours. This is pure Nonsense. we were moments from boarding and the reps were to cowardly to tell us what was going on. Finally I spoke to Martin, a supervisor in orlando and he was even shocked no one told us what was happening. I told him i needed to get to jfk because my car was there and i had to drive to Connecticut where i live. The only flight he had left was on Flight 828 to Newark leaving at 830pm. We took that flight and it didnt leave until 1030Pm getting into newark 1245am. Next I had to get to JFK so i orderded an UBER. This cost me a total of 172.00 includes a tip. Got to Connecticut 5am in the morning. Been wiped out for 4 days from all this.

I am deeply offended that flight attendants are wearing black lives matters pins as part of their uniform. When I complained to the ticketing agent in Fort Lauderdale I was told that "Spirit Airlines is four doors down, and we don't want people like you on Our Ket Blue flights if you don't support BLM and are therefore raciest."
I am outraged right now! 🤬

My name is Gertrude Pimentel, phone number is [protected], email [protected]@yahoo.com. On June 13, 2021 I waited in line to check in over 2hours, and when I finally go inside the plane, we waited inside the airplane for almost 2 more hours waiting for passengers that were still waiting to be check in. I'm very disappointed with the service that I received that day.

Gertrude Pimentel