JFK Airport
Reviews and Complaints

October 24th 2018
Around 9:15 pm

Extremely unhappy with the staff at JFK tonight. In particular the African American man wearing a fluorescent safety vest and a beanie hat who was patrolling the drop off area at terminal 1 was both rude and racsist. He specifically targeted me while I was dropping off a passenger and then chased me down to yell and scream at me while ignoring other cars lingering in the area.

While flying from JFK to Chicago O'Hare, I had a most disturbing experience. For some reason all of the TSA employees were in vile moods and barking orders to people trying to make it through security and to their flights. I am a frequent business traveler and had never seen such hostility towards people just trying to go about their way before. I was told by another person in line that the disrespect was ‘par for the course' with TSA at JFK. At one point two women began abruptly and loudly ordering passengers to walk through the metal detectors quickly and without removing shoes. I walked through the first time, and in a cotton dress and shoes (no pockets, not carrying anything), the detector went off. Again, as a very frequent traveler both in the US and abroad, if and when this has occurred, I have to only make eye contact with the agent and gesture to my disabled arm which contains a large amount of metal hardware.

The first attempt I did this and the agent rolled her eyes and yelled ‘phones and keys out of pockets, back to the END of the line'. Ashamed and confused, I walked to the end of the line of about 30 people. The second time this happened, I gestured to my arm and said verbally and clearly ‘I have metal in my body, there is nothing I can take out and put into the basket that will help this.' I'm pretty sure the agents were not even able to hear passengers over their own shouting but now after being sent to the ‘back of the line' like a naughty child, my flight time was growing closer.

The third time I suppose they had just had enough of my ‘antics' and so when the alarm went off again the woman shouted for me to step to the side to be ‘wanded', which is what I have understood to be protocol in the two and a half years of flying with this disability. I was flustered and humiliated at having to say loudly in front of a crowd that I had a disability. The woman with the wand shouted at me to raise my arms. I raised my left arm to 90 degrees, and my right arm to the extent which I am physically capable. The agent put her hands on me in attempt to raise my right arm until I yelled ‘I'm disabled'.

It should be very clear how wrong on many levels this entire experience was. I was humiliated, confused, horrified and, after indulging the power trip that these agents were on for 45 minutes, I was cutting it close to catching my flight. I walked away in tears to be greeted with much the same misguided hostility trying to board the shuttle to the gate. The whole thing is unacceptable for any human to be treated this way, and entirely unnecessary. As someone living with an ‘invisible' disability, as Americans With Disabilities calls it, the experience was cruel. I take PAINstaking measures to ensure that I am not actively perceived as disabled. With my two sons, I go to far more extreme lengths to make sure that they see their mother as nothing less than able and capable. I believe if these agents had forced me to shout ‘I am disabled' in front of my children, security would have had to be called. Thankfully I was traveling alone, and the humiliation and pain were mine alone to bear at the time.

Now I feel the need to share this story with others in an effort to ensure that agents paid with our tax dollars, to protect our country do their jobs without degrading their fellow citizens. I look forward to your prompt response.

Hi,

COMPLAINT: PROMISED REFUND FROM DFS HAS NOT BEEN PROCESSED.

My name is Wesley Kirkham. I am an Aussie who recently travelled on flight DL 5366 on 6th of October, 2018 where the flight attendant informed me that my duty free purchases ($144.00, cash transaction number [protected]...see attached photos of receipt) could not be delivered to the gate due to a late gate change. I contacted the DFS customer service line in order to receive a refund. I traded several email with them and all was set for the payment (last email 11 Oct, see trail below). No refund came through and now all my emails to DFS are being blocked or rejected.

QUESTION: Can you provide an alternative contact for DFS? Listed below are the emails that are blocked along with the email trail:

'[protected]@dfs.com'; 'NORTHAMERICA.[protected]@dfs.com'
'Thylia.[protected]@dfs.com'; '[protected]@dfs.com'

Here is the email trail:

From: [protected]@strategiessolutions.com [mailto:[protected]@strategiessolutions.com]
Sent: Tuesday, 23 October 2018 9:51 AM
To: '[protected]@dfs.com' ; 'NORTHAMERICA.[protected]@dfs.com'
Cc: 'Thylia.[protected]@dfs.com' ; '[protected]@dfs.com'
Subject: RE: Refund - Txn [protected] - 1810298s

Hi Alexandre,

I don't appear to have received the refund yet. Is there a problem?

Regards,

Wes Kirkham
M: +[protected]
E: [protected]@strategiessolutions.com
W: www.strategiessolutions.com

*************************** Privacy, Confidentiality & Liability Notice ******************************
This email is intended for the named recipients only. If you are not one of the intended recipients do not reproduce or distribute any part of this email or disclose its contents to any other party. If you have received this email in error, please contact the sender immediately. You must scan this email and any attached files for viruses. Strategies & Solutions International Pty Ltd accepts no liability for loss or damages resulting from the attached files.
*****************************************************************************************************

From: [protected]@strategiessolutions.com [mailto:[protected]@strategiessolutions.com]
Sent: Thursday, 11 October 2018 8:27 AM
To: 'JFKCustomerService'
Cc: 'Dias, Thylia' ; 'Client, Service'
Subject: RE: Refund - Txn [protected] - 1810298s

Hi Alexandre,

There is only one person on this account (me) as listed in the account details below. Australian Banks do not use IBAN. The Swift code, along with the BSB and Account number & name (all listed below) is all you need.

Regards,

Wes Kirkham
M: +[protected]
E: [protected]@strategiessolutions.com
W: www.strategiessolutions.com

*************************** Privacy, Confidentiality & Liability Notice ******************************
This email is intended for the named recipients only. If you are not one of the intended recipients do not reproduce or distribute any part of this email or disclose its contents to any other party. If you have received this email in error, please contact the sender immediately. You must scan this email and any attached files for viruses. Strategies & Solutions International Pty Ltd accepts no liability for loss or damages resulting from the attached files.
*****************************************************************************************************

From: JFKCustomerService [mailto:[protected]@dfs.com]
Sent: Wednesday, 10 October 2018 4:19 AM
To: [protected]@strategiessolutions.com
Cc: Dias, Thylia ; Client, Service
Subject: RE: Refund - Txn [protected] - 1810298s

Dear Wes,

Thank you for the information we just need to know who's name is on the account if its another persons name we need to know the relation between both of you. Also please send the Accounts IBAN number.

Best regards,

ALEXANDRE FIDELIA CLIENT SERVICE, NORTH AMERICA

DFS GROUP LIMITED JFK INTERNATIONAL AIRPORT TERMINAL 4 LEVEL 3 JAMAICA, NY 11430

DFS.COM

From: [protected]@strategiessolutions.com [mailto:[protected]@strategiessolutions.com]
Sent: Monday, October 08, 2018 3:18 PM
To: JFKCustomerService
Cc: Dias, Thylia ; Client, Service
Subject: RE: Refund - Txn [protected] - 1810298s

Hi,

Thanks for the quick response. Here are the account details:

• Bank name: Commonwealth Bank of Australia
• BIC/SWIFT Code: XXXXXXX
• Branch Address: T122 Newmarket Village. Cnr Enoggera Rd & Newmarket Rd, Newmarket QLD 4051 AUSTRALIA
• Account Name: Wesley Kirkham
• BSB (Bank Code): XX XXX (I have removed this from the online complaint form for security reasons)
• Account Number: XXXX XXXX
• Account Type: Savings Account.

Regards,

Wes Kirkham
M: +[protected]
E: [protected]@strategiessolutions.com
W: www.strategiessolutions.com

*************************** Privacy, Confidentiality & Liability Notice ******************************
This email is intended for the named recipients only. If you are not one of the intended recipients do not reproduce or distribute any part of this email or disclose its contents to any other party. If you have received this email in error, please contact the sender immediately. You must scan this email and any attached files for viruses. Strategies & Solutions International Pty Ltd accepts no liability for loss or damages resulting from the attached files.
*****************************************************************************************************

From: JFKCustomerService [mailto:[protected]@dfs.com]
Sent: Tuesday, 9 October 2018 3:52 AM
To: [protected]@strategiessolutions.com
Cc: Dias, Thylia ; Client, Service
Subject: RE: Refund - Txn [protected] - 1810298s

Dear Wes,

The fastest way for us to issue your refund would be to wire to amount to an account of your choice. To further assist you please provide the below information.

We would appreciate if you could send us this information and we will process your refund very shortly.

Thank you very much in advance and have a great day.

Name on account:

Bank Name:

Address of your bank:

Account Number

Bank Code/ ABA / Routing Number:

IBAN#- if applicable:

SWIFT CODE- if applicable:

CONFIRM WHETHER ACCOUNT IS A CHECKING OR SAVINGS ACCOUNT:

Please provide all the above information in order for us to proceed with the refund.

Best regards,

ALEXANDRE FIDELIA CLIENT SERVICE, NORTH AMERICA

DFS GROUP LIMITED JFK INTERNATIONAL AIRPORT TERMINAL 4 LEVEL 3 JAMAICA, NY 11430

DFS.COM

From: Client, Service
Sent: Monday, October 08, 2018 9:13 AM
To: JFKCustomerService
Cc: Dias, Thylia
Subject: FW: Refund - Txn [protected] - 1810298s

Dear Team,

Kindly reply below customer.
Receipt copy attached for your reference.
Thank you!

Best regards,

MOVENDA NG CONCIERGE / CLIENT SERVICES
T-GALLERIA, HONG KONG, CANTON ROAD, DFS GROUP LIMITED G-2/F, LIPPO SUN PLAZA, 28 CANTON ROAD, TSIMSHATSUI, KOWLOON, HONG KONG
香港九龍尖沙咀廣東道28號力寶太陽廣場地下至二樓.
DFS.COM

From: Wes Kirkham
Sent: Monday, October 08, 2018 20:12
To: Client, Service
Subject: Re: Refund - Txn [protected] - 1810298s

Hello Janet,

Thanks for your prompt reply. Find attached images of the transaction

Regards,

Wes Kirkham

On Mon, Oct 8, 2018 at 12:39 AM -0400, "Client, Service" wrote:
Dear Wes,

Thank you for sharing your experience with us.

In order for us to follow up with your request, please send us a scanned copy or image of your receipt.

We look forward to hearing from you soon.

Best regards,

Janet So CLIENT SERVICES
DFS GROUP LIMITED LIPPO SUN PLAZA, 28 CANTON ROAD, TSIMSHATSUI, KOWLOON, HONG KONG
香港九龍尖沙咀廣東道28號新太陽廣場
DFS.COM

From: Wes Kirkham
Sent: Sunday, October 07, 2018 03:29
To: CUSTOMERSERVICE, NORTHAMERICA
Subject: Refund - Txn [protected]

Hi,

I recently travelled on flight DL 5366 on 6th of October, 2018 where the flight attendant informed me that my duty free purchases could not be delivered to the gate due to a late gate change. I was informed that I needed to contact your customer service line in order to receive a refund. My transaction number is [protected], please let me know what the next steps are to receive this refund.

Regards,

Wes Kirkham

When going through security, officers were very disengaged, slow to handle passengers which caused backlog and a pile up of people. Instead of managing the situation properly, officers treated the area like a high school reunion party, joking, hugging each other, waiting around in groups chatting. Very bad impression for an international airport and makes staff look lazy and badly trained.

A worker who shut the call off after throwing words "I have been very friendly with you, I don't know why you're acting like this" (NOT FROM MY POV). Another worker who kept on rumbling about procedure procedure procedure while not letting me to speak. Apparently JFK customs could not open "TSA" lock and need me to provide my lock number! I lost my luggage during my travel and they call me the next day after I filed the claim. They have "good customer's service" of condemning customers not being friendly and not understanding because I am suspicious of them of customs could not open "TSA" lock. Please do a better job training your workers next time. At least let them know what is "TSA lock". After that, I call again in the evening because my luggages is not here yet. I asked the speaker to email me the tracking number but he wanted me to take note myself. I tried the tracking number but doesn't work and call back again, but he told me "DUDE, that's why I gave you their phone number for". I am very impressed by how unfriendly the stuffs you guys have over there.

Unacceptable lines at 11pm at night - have waited one hour already and the line is not moving I am a green card holder and it is unacceptable to arrive so late and have to wait hours to get through to baggage. For gods sake sort this out it's a complete joke. Your staff are rude and unhelpful and don't seem to care that residents and tourists alike are wasting valuable time standing in a never ending line - not the correct first image any city should be projecting

I work at the jfk airport and was going home from work from terminal 8 .I needed to buy a new monthly air train card because my old one expired on the 6th. I pu in my $41, but the air train card was stuck in the machine and I ok my $41. I was upset and spoke to the first worker who was very professional and asked me if I wanted to wait for the tech guy to open the machine and I replied yes.she gave me the form to fill out and submit to get my new bus or refund. I saved the receipt while I waited for the tech . She was relieved from work and the next employee came to the station. This was based in the Howard Beach station and by then it was 10:25-10:30. I should have took his name, but j fk believe that he was of Korean, Japanese or Chinese discent, 5'10-5'11 and wore a red uniformed vest. The tech was also there and opened the machine and the card was there and stuck, but did not put the value in the card. I was still upset about this, but this employee was extremely rude in handling this situation tell me things like "I don't have to let you thru if I don't want to but I'm doing you a favor. You want it?yes or no?" I paid for a months worth of airtrain rides so how was he doing me a favor by giving me one swipe? That just made me more upset. I told him "I don't really have a choice hecause the machine took my money". Then he says to me "yes you do have a choice because I can charge you to go thru so do you want it yes or no?".just extremely rude and unprofessional. After losing my money, I should not be treated like that at all and feel as if I need to take this to a higher authority to properly address this issue.

To whom it may concern

Last night I flew in from Los Angeles on Alaska Airlines into jfk. I went to call an Uber for me and my family with two little kids traveling a long journey only to meet with a con artist transportation service called "GA Executive Transportation Service" who was charging Uber X rates and ended up having us pay $500 for a ride to Monroe, NJ! It was a female driver and now when I research this so called company is non existent! I had tired cranky kids with me and couldn't pay heed to this con artist as it was around midnight. But $500 is a total rip off and my problem was all of the lies she told and now I see that this company doesn't exist! I want to complain and alert the airport authorities for these sort of con artists from pretending they were Uber! My phone: 424.386.9462

I bought A liquid, The Glenlivet the master distiller's reserve, in terminal 1 in JFK airport. I didn't have much time at that time, I didn't check my bill. And I find it's 117$ on the bill, but I know the price of glenlivet is around 60$ In the JFK airport.
The cashier is old man, looks like 60's - 70's.
I attach my bill and liquid I bought.
Please check it and I look forward to your quick response.
Thank you so much.

9/26/2018 I travelled from Curacao to JFK Airport. I purchased a item at the Curacao airport which was put in a Duty free plastic bag. In transit the bag seal opened which is bound to happen it is plastic the sticky portion came off so I had to disgard the item because going back to check it was too much. I feel like TSA could have taped it up and let me go. I had the receipt avd the box was completely closed. Point is this situation was a disturbance to my trip and inconvenience and money lost. At this point JFK Airport need to reimburse me my money for this policy that was not in my control.

Thank you
Daje Gray-Tyler
[protected]
[protected]@yahoo.com

My boyfriend and I had to connect to a flight at JFK airport. I have never had a connecting international flight and due to the staff's rudeness and lack of signage had a very difficult time navigating through. The whole experience from landing at JFK to leaving the airport I had encountered impolite and unprofessional staff! I will be sure to never get a connecting or any flight to or from JFK!

Extremely inefficient to have only 2 agents working. Both US citizens and visitors wait for more than 60 minutes to get through. What is the purpose of an automated system, if the lines continue to be relentlessly long. The airport should anticipate heavy traffic and accomodate number of agents accordingly.

This is very disappointing. And to say this is the busiest airport in the US. Not equipped to be at all.

Complaint about pax-assist conduct at jfk

I flew to jfk with etihad airways (flight# ey 103) on august 11, 2018 in the morning (around 9 a.m.). I am a disabled passenger and was using a wheel chair provided by pax-assist at the airport. while being pushed to the exit I was stopped by pax-assist officials along with other wheel chair users.
I was not transferring to other airline/destination and was going out of the airport. but the pax-assist officials checked my boarding pass and passport. I had my customs and immigration check done at abu dhabi airport. so, it was not clear why the pax-assist officials were playing airline representative and custom and immigration agent at jfk.
However, after a while, since nothing was moving, I asked the pax-assist officials as to why are we being delayed.in response the official rudely said, ‘do you need the wheel chair? if you do, then wait, ' or words to that effect. her response gives me a feeling that a disable person has to bear with anything that he/she is served with.
This does not go well with american values, where a disable person's right is protected under law (ada).
After a short while of this interaction the wheel chair helper came, pushed me to an elevator and left again in front of it. on enquiry I found that this person, like other wheel chair helpers, has been assigned with two passengers to handle. this person was trying best to help both passengers and was huffing and puffing.
How humane is that?
Looks like the company has employed less number of persons required for the job and making extra profit.
I, thus, request that performance of this company (pax-assist) be monitored to ensure that they serve the people in need as is required by law.

I landed from Delhi( india) by Kuwait airlines on 11th at around 6.30 p.m Came out at around 7.30/8p.m, was trying to book a cab but was facing some problem. There right in the arrival lounge cab driver holding UBER signage came towards us and offered to take us to the desired address i.e Starbucks 10102 Queens Blvd, Forest Hills, NY 11374 in his black SUV ford( explorer/ escape). On arrival he gave us a hand written yellow receipt( OFFICIAL TAXI-LIMO RECEIPT) when asked and charged $119/-. In the course of our take we got to know it would have costed us $28-30. How could these guys go around so freely right in front of the terminal exit gate and cheat tourists . I am surprised and shocked. I thought it is my duty to bring to your notice. Thanking you.

I was always flying with Aeroflot to Russia because I loved their service, but this experience was something else! I will never choose Aeroflot again, such a poor customer service at check in. The manager is helpless, no loyalty and no common sense present there... I was told that my carry on is good in weight but looks a bit bigger so they made me put my bag in special place to check if it fits. I put my bag in and pushed it all the way down so it touches the floor and they told me that second pair of wheels is not in? Do they even have common sense? If one side of the bag's wheels fit how wouldn't the other one's fit? They are on the same level... so I requested a manager, he told me that my bag fits but it doesn't go in smoothly so it's not ok, what? I have NEVER heard anyone saying if it doesn't go in smoothly it's not good, is if it fits it fits that's it! So I had to unscrew the other 2 wheels for them to accept my bag. Please anybody tell me where is the logic in here? And I just put those 2 wheels inside the bag and I was able to take in with me. Please Aeroflot if anyone of you reads it put at least a manager with a little bit of common sense and any knowledge of what customer service is or you will continue loosing customers. And the girl at the check in was even worse giving me her comments and acting so unprofessional. So the bottom line is Aeroflot check your staff and be more careful choosing workers because they represent your company and that was an awful presentation...

Hello.
I just got off a flight from London to JFK on first class and this queue is a aweful.

There is 1-2 security officers checking passports and I'm not even half way through the queue wasting 30 mins already.

This is a joke. I have experienced this before at JFK and find that you are unorganised and understaffed a lot. Poor expeirence, please sort it out.

Kind regards
Dipen

We were coming back from our vacation on Delta flight 944 on Monday at around 6pm. When we were waking to go through customs we were told to go to any machine with a green light to check our passports and take pictures to then be allowed in the country. Once we did that there were so many people in that space with no lines and people just standing around not knowing what to do. It seemed there were lines behind us. In front of us. To the side, to the left, to the right, but no one knew where the line began. As we tried entering one line one passenger said "what are you doing? The line starts on the other end". As we turned around people were trying to go in the same line but we're also denied. Everyone was just standing in one spot turning around because of all the chaos happening. I FINALLY spotted ONE lady working that area. I approached her and said where do we go? She said there is a guy directing everyone. So I asked to find him and as she's looking around she finds him by the window on his phone not even caring about anything. She called him over and asked to find where the line began and he was lost as well. He was pointing to different places but couldn't find the line as people were all over the place. I told him if he was watching this instead of his phone this chaos wouldn't happen. He looked at me and walked right back to the window to go back on his phone. People looked at him saying is he serious. I walked over and started to get my phone ready to take a picture of him. He put his phone away but I think I was able to get his name. It was Quincy. I have a picture of him so the ones in charge of the biggest airport in NEW YORK know that they have people working at the airport who don't give a crap about the passengers but worry about their Facebook account more. It's ridiculous. It's sad, but the way he handled the situation I'm pretty sure this wasn't his first nor will it be his last time not caring like that. Maybe Quincy can work in a less crowded airport where people like me don't have to bother him and he can focus on his phone, but this is NEW YORK!

As I'm waiting to board my already delayed flight 1503. the cleaning guy who has been vacuuming the same small corner of gate 8 for over an hour has the nerve to vacuum right behind my seat while I'm napping and other areas of the gate remain filthy. He is not excusing himself and another man sitting down reading a book who proceeded to get up and move due to the disrespect of this man. He is a short Hispanic man who clearly has no regard for customers. I understand he has a job to do but he is neglecting areas that need cleaning to continue to vacuum and polish the same area over and over again.

We were waiting for our morning flight in JFK terminal 7, when in the middle of the night employees were very loud and playing games on speakers instead of working. As people around us were trying to sleep and the noise was unbearable, we asked if they could be more quiet. In response, they told us in a rude way that they could make as much noise as they wanted and started being even louder while making jokes to each other, like "is this too loud?". They even moved carts and bumped them into each other to make more noise.
I am disgusted by their childish behaviour and attitude towards customers.

I'm flying to Orlando International Airport today with Delta airlines. I am appalled at the terminal and how no cafe or restaurant is able to provide gluten free food. I am coeliac and require a gluten free diet and have been unable to buy anything apart from an apple. It is unfair and disgraceful that people with food allergies aren't catered for in this terminal, it's complete discrimination.