Comments on: Problems with JetBlue’s Customer Bill of Rights

By: Jetblue Hell

Jetblue Hell — Thu, 09 Oct 2008 03:52:58 +0000

FYI - I was on the JB flight from JFK to SFO on June 8, 2008 that sat on the tarmac due to weather for 5+ hours. The flight eventually was canceled b/c the flight crew was in the cabin longer than FAA regulations allowed and there was no backup crew. JB was unsympathetic, saying it wasn’t their fault but rather due to the weather. It did not matter that ours was the only flight canceled.
That week, myself and a friend called and JB gave as a one-way fare as compensation despite their Bill of Rights being explicitly and unambiguously clear we were entitled to a full fare.
I wrote a letter to JB on behalf of myself and 11 others pointing out this fact, and received an unresponsive reply that we were only entitled to the one-way fare due to the delay being caused by the weather. This decision was seemingly arbitrary.
Two months later (end of August), I received an email from JB Legal stating they reviewed our complaint and were reissuing vouchers equivalent to the full round-trip fare. In this email, JB stated that the miscommunication occurred because the website apparently was not updated. I have no idea what this was a reference to. What was also alluded to was the fact that they had been contacted by the federal Department of Transportation.
During this whole process, JB never apologized for their mistake, made up lame unsubstantiated excuses, and only responded b/c I had filed a complaint with the feds!
The lesson learned: don’t expect JB to do the right thing and be prepared to put pressure on them (i.e., file a complaint / contact local media). Corporate America at its finest….

By: Jetblue Flyer

Jetblue Flyer — Wed, 20 Aug 2008 21:05:38 +0000

TJ and CF: Thanks for the input. Like you, although it was weather related, we were on board and it was a ground delay on the runway for over 5 hours. Hopefully they’ll get back to me. If not, CF, I would like to definitely get your help.

I’ll try giving them a call today.

By: TJ

TJ — Wed, 20 Aug 2008 20:17:40 +0000

Jet Flyer, That is the same Email, I got back. 5 days later I got the notice from the compensation committee.

My case was weather related but also had the neccessary component of an on board ground delay while on the runway for over 5 hours. Thus the 2X One-way voucher.

My only remaining issue is whether they really inform you of the voucher as stated in the Bill of Rights. I had to be proactive to get notice of mine.

Also they seem to be cancelling more flights at least at OAK and SFO. They almost never used to cancel flights. Perhaps a way of avoiding the compensation issue?

By: CF

CF — Wed, 20 Aug 2008 18:26:22 +0000

JetBlue Flyer - I’m happy to follow up on this if you would like. Hopefully I can get some further info. I’ll need all the flight information including your confirmation number and the flight in question. Send it to cf *at* crankyflier.com and I’ll see what I can find out.

By: Jetblue Flyer

Jetblue Flyer — Wed, 20 Aug 2008 18:23:58 +0000

I just got this email from them…. But just like TJ, it was because of weather… any suggestions on how I can approach this?
———————
Thank you for your email detailing your frustration with the disruption to your JetBlue travel plans. Although it is not possible for us to address every condition and situation that occurred, please know that we truly sympathize with your unique circumstances and disappointments.

JetBlue has a team dedicated to issuing compensation per our Bill of Rights when delays or cancellations occur. When compensation is determined, a notification is sent to the customer via email or by regular mail. This information should be received within 7-10 days after travel. If you do not receive a compensation notification from JetBlue, it is because your flight(s) did not qualify for compensation. The decision made by the compensation team is final and we cannot reverse that decision.

The Bill of Rights compensates for controllable irregularities, such as maintenance cancellations or delays and crew unavailability (with the exception of those that occur as a result of weather disruptions). Weather and Air Traffic Control delays are not something we have control over; therefore, compensation is not offered in these circumstances as per the Bill of Rights. In addition, as per our Contract of Carriage, any incidental expenses that are incurred because of the disruption will not be reimbursed.

To view our Bill of Rights in its entirety, including the explanation of Controllable and
Uncontrollable Irregularities, please click on the link below:

http://www.jetblue.com/about/ourcompany/promise/index.html

Once again we hope you will accept our sincere apology for any inconvenience you experienced. We look forward to future opportunities to welcome you onboard JetBlue.

By: TJ

TJ — Wed, 20 Aug 2008 17:59:55 +0000

Jet Blue responded after 5 days. Turns out, they did issue vouchers for double the one way ticket price on June 18. Yet I received no communication about it, either Email, letter or phone call. Nor did it appear on my monthly True Blue statement.

So it doesn’t hurt to contact them, despite what their Bill of Rights says that you don’t have to do anything.

By: TJ

TJ — Fri, 15 Aug 2008 15:31:03 +0000

I was on the June 10 Flight 95 from JFK to OAK. In our case we had “pushed out” and were waiting in line to take off when Air Traffic Control closed down the airport due to the onproaching lightening storm. We finally took off at 12:03 am, a delay of over 6 hours.

Yet over 2 months later, I have not been offered a voucher by Jet Blue. They claim to send the vouchers within 2 weeks.

So today after reading this site I sent them an Email. We’ll see what happens

By: CF

CF — Tue, 12 Aug 2008 18:36:56 +0000

JetBlue Flyer - If you were delayed for more than 5 hours, then you get a free ticket:

“Customers who experience an Onboard Ground Delay on Departure for 5 or more hours after scheduled departure time are entitled to a Voucher good for future travel on JetBlue in the amount paid by the customer for the roundtrip (or the oneway trip, doubled).”

They should send it to you via email, but you can always call them at 1800-JETBLUE and they can help.

By: Jetblue Flyer

Jetblue Flyer — Tue, 12 Aug 2008 17:51:57 +0000

I just experienced a 5-6 hour ground delay because of weather. We were departing from JFK to San Jose, CA. The total amount of time in the plane was about 10-11 hours! We got chips and beverages, but NOT enough for a LUNCH meal.. Can someone help me and tell me what I can do about it to get some sort of compensation for this ridiculous scenario… I can’t believe they kept us in the plane for soooo long!

By: Jetblue Flyer

Jetblue Flyer — Tue, 12 Aug 2008 17:49:03 +0000

I just experienced a 5-6 hour ground delay due to weather… Coming from JFK to San Jose. We were on the plan for about 11-12 hours! What can I do about it? Please help!