Jetblue Reviews

We are told there is nothing they can do for us in Puerto Rico and must fly to NY to see what they can do there. They cancel our reconnecting flight as we are not going to be there in time and rebook it for the 14th. So now I have my family on a flight to NY not knowing what we are supposed to do when we get there. We land in NY and go to the JetBlue counter. The lady says they have no rooms available and cannot rent us a car to drive home but will call her manager. The manager walks up saying “Stick to your guns, No, No, No” before even looking at our file on the screen and what’s happening. We again are told there is nothing they can do for us.

I have myself, my wife, 3 kids and my mother in the airport being told we have nowhere to stay and cannot get a flight for 5 days. We frantically start calling my wife’s aunt who lives in NY but are unable to get ahold of them. The Manager says the only thing he can do is get us a Lyft to their house. We explained we haven’t gotten ahold of anyone but with nothing else to do we accept. They then get us a Lyft that is too small! After begging the driver to take us as it’s now 12am and we have been in lines for 3 hours at NY JetBlue customer service he allows us to pile in and place luggage all over our laps. We’re taking to my wife’s Aunt's apartment and dropped off in front of a locked door as a sign that says “Doorman will be back in 5 min is posted”. So now my family is standing outside a locked door in NY in the rain. JetBlue left us on a street corner in NY for 5 days without a care.

The doorman lets us in and we are soaked still frantically calling my wife’s aunt as the doorman says we can’t stay there without permission. So again, here we are being thrown out on the streets of NY by JetBlue. Thank God after about 30min we were able to get permission to go in as they are out of town but the doorman has spare keys. So now my family is stuck in NY at a house we’ve never been to and a flight not set for 5 days. I am simply hoping our flight on the 14th goes through now! To add insult I got an email today from JetBlue they are sorry for the travel issues and have given a credit of $50. That’s $8.33 for each of us to enjoy another JetBlue flight experience! I am beyond furious and have never been so scared and frustrated in my life! I am at a loss and don’t know what to do!

We woke up early on the 2nd to ensure a smooth and stress-free experience traveling home. My brother was taking us to the airport before heading off to work. On the way to PBI I opened the JetBlue app to open the boarding passes. I saw FLL to EWR at 5pm that evening and was confused. After verifying that it wasn’t an error, I called JetBlue. The recording stated the estimated wait time was 290 minutes. I hung up and tried to use the JetBlue Application to modify our travel arrangements so I could get to New Jersey safe and my daughter could make her evening flight to Texas with her mother. The application would not let me modify the flight. We had my brother drop us at the airport and assumed we would be provided with a better alternative given my medical necessities and my daughter's travel plans.

When we arrived at the airport, we were directed to speak to an agent. I approached the man and explained our situation. He said there were no other alternative flights and said that the flight was canceled due to “crew issues.” I was angry. This was a decision made by JetBlue and it was putting me in danger and making my daughter’s vacation with her mother impossible. I did what I could to stay calm and asked how JetBlue was going to get us to FLL from PBI. The representative said “you will have to find your own transportation.”

I questioned how JetBlue could rebook us without informing in the middle of the night (we never received any notifications other than an email) and then refuse to make the change possible. I was very angry at this point. I asked what would be done. He stated that $300 would be given to each of us (1200) in 3-5 days from Salt Lake City. Given my medical complications, my daughter’s travel plans and the refusal to provide us the means to get us to our rescheduled flight, $300 was far from fair.

I called my brother and explained the situation. He had just arrived at work and needed to leave to come back and pick us up. I then began to call medical supply stores to locate a catheter to use since did not have enough to last another day. We located one and drove to the store and purchased it. My brother then called his employer to explain that he could not go back to work since we needed transportation to FLL 8 hours later.

I started sending JetBlue messages via Facebook, Twitter etc to try to get proper compensation for the inconvenience caused by JetBlue’s decision to cancel the flight instead of finding the necessary crew. I never heard back and my brother spent 3 hours driving us to FLL to drop us before driving home. At FLL I continued to send messages and spoke to a woman at the “Ask JetBlue” counter asking her to provide me with the best contact to share our experiences and request proper compensation. She swore the only information that she could provide was JetBlue’s number where I was told to hold for 290 minutes. I decided to try the ADA JetBlue number. I was relieved to only be put on hold for 19 minutes before speaking to a man. I told him my situation and he put me on hold for 27 minutes then returned to tell me that I could send my transportation receipts to some email address and explain the situation.

I told him I didn’t just want to be reimbursed for transportation, I wanted fair compensation. He put me on hold for another 1hour and 24 minutes before a different female representative finally took the call and told me there was nothing she could do and hung up on me. At this point I had given up. We waited for our flight and boarded. Despite leaving a bit late, the flight was going to get into EWR early. The ride was smooth until our descent. The pilot warned of turbulence and the plan was thrown around as we descended through a storm. Many people screamed and my daughter was terrified. I was doing what I could to maintain my composure while I kept myself upright (my core muscles are paralyzed too).

After descending below the clouds, the plane leveled out and we landed at EWR. I saw that I had received a Facebook message from JetBlue. They simply said that your contract allows you to make changes without compensation and that my request for compensation was unreasonable. I know this is not true unless the problems were not JetBlue’s fault. Given that it was a “crew issue” I knew that this was untrue since it was JetBlue’s fault. I wondered where the courts would stand given my disability and the circumstances.

The pilot and crew welcomed us to New Jersey and then pulled up a ways from the gate. We were told that since we were early, our gate was occupied. We waited about 30 minutes before the pilot told us we were directed to a new gate. We pulled over to the new gate and the pilot told us they didn’t have people to direct us to the gate so we waited. I was concerned since I could not catheter myself and my nerve pain indicated my bladder was full. After another 10 minutes we pulled into the gate. The pilot then told us that there was nobody to attach the gate to the plane. We waited another 10-15 minutes for them to finally open the doors.

As always, my family and I were waiting for everyone to clear off the plane so they could put me in a straight back and get me off. I reminded attendant to tell them that I needed an aisle chair. She confirmed with an annoyed look on her face. Once the plan was empty, my family decided to leave to go get our bags. I continued to wait. After 10 minutes I asked what was happening and they didn’t have an answer. I needed to pee and my wheelchair was waiting for me on the gate. I had to go. I got on the floor and began pulling myself backwards down the aisle. The attendants were trying to stop me but I was desperate. Eventually, as I got to the door of the plane, the crew showed up with an aisle chair. They literally blocked my exit before I angrily asked them to move.

I got into my wheelchair and made my way out of the gate to get to the Uber/Lyft location. My daughter’s mom had planned on taking us home but she was not on her flight to Texas (without my daughter). We waited for the Lyft driver for 30 minutes and eventually made it home. By this time my bladder was overextended, my toe was swollen, my leg was bleeding, my daughter was traumatized and unable to be with her mom, and we were all exhausted.

My daughter is promising never to fly again, and my toe is swollen and black and blue. I may have a UTI given the bladder backup and the pain I am experiencing. I feel humiliated having had to drag myself off the plane at EWR despite the plane being present at the gate for more than 45 minutes. My ex-girlfriend worked for JetBlue and after flying with JetBlue, I became a proponent. Obviously this has changed. Had your people responded in an apologetic way and assured me that compensation would be provided as well as transportation to our new flight, this would have all been avoided. Disappointed, disgusted, irate, frustrated, annoyed and ashamed are a good list of descriptive words. I sincerely hope you get things together or fall apart as a business. This sort of stuff makes the world ugly.

The last ferry off the island to the mainland was at 9:00 pm, and the airport closes at 11 pm, so I truly was stranded! They offered me no accommodation options and just left me there to sleep on the street, with no apology at all. JetBlue knew that there were mechanical problems with the plane as early as 3 pm, yet neglected to inform its passengers. If I had known this, I would have been able to rent a car to make the nine hour drive home so I could attend the important business meeting I had the following morning in Manhattan. I missed it because of JetBlue’s incompetence.

This time of year, Martha’s Vineyard hotels are all sold out because of the vacationing tourists on the island. I was lucky enough to find literally the only room left on the island at the cost of $1,000 for the night. I had no choice - it was either charge the $1,000 on my credit card or sleep in the airport parking lot until my rescheduled flight the next day at 11:00 am. Because I had no confidence in JetBlue’s ability to stay on schedule the next day, I ended up having to take a ferry and rent a car, at my own expense and in addition to the plane fare for my return flight, to ensure I was able to get off the island and back home.

I have reached out to JetBlue via chat, which is the only way to get in touch with them anymore, and they will not reimburse me for my hotel stay or even give me my points back for the flight they cancelled! After holding a JetBlue credit card and using the airline for the majority of my flights over the past fifteen years, I am extremely disappointed by the treatment I have received. JetBlue always had exemplary customer service, but that clearly is no longer the case.

Finally had to go to the airport to talk to someone, and their first response was that I had to call, really? Since I wasn’t leaving without help, they told me my reservation was canceled, that the ‘rescheduling notes’ weren’t there and I had to pretty much pay a one way trip. Once back home (USA) a week later, I called again to make the complaint. Thought maybe here I would get better customer service and at least get some airfare credit. They did not believe me, said I only had 5 days to make the complaint, or reschedule the trip. How could I do so if the phone calls did not go through? If in person, their associates did not give me all the options and/or company restrictions? Just terrible, avoid if possible. If something goes wrong, you’ll get to experience how little they care about their clients.

First, if you call Jetblue (I dare you 1 (800) 538-2583), you will hear that your wait time is estimated at well over 300 minutes. Tough it out, we did, only that person can't help you and gives you a second number (1-801-449-2580) to call and wait on hold for hours for the next level of support. Only that person, though friendly, can't help you either, so you wait while they wait on hold for a supervisor (add another 30 minutes). In the end, we got on the plane so Jetblue says we used the tickets, and even though they have been paid twice for the same passage, they cannot speak with our connect consumers to anyone in accounting that can verify the double payment. 4+ hours on the phone later.