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JetBlue Reviews, Complaints and Passenger Problems

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JetBlue Reviews, Complaints and Passenger Problems

JetBlue Airways is a U.S. passenger airline offering domestic and international flights, TrueBlue rewards, JetBlue Vacations and fare options ranging from Blue Basic to Mint premium service. This page examines JetBlue reviews and complaints involving flight cancellations, passenger treatment, rebooking, refunds, baggage, accessibility and customer service.

Quick Verdict: JetBlue is an established airline with complimentary onboard entertainment and Wi-Fi on many flights, but the two passenger reviews currently published on ZeroStars are both negative. One review describes a family being removed from an international flight after a passenger became ill and was reportedly mistaken for being intoxicated. The other describes cancellations, a mechanical problem, an alleged confrontation with a gate agent and baggage continuing without the passengers.

JetBlue Reviews and Complaints

As of July 21, 2026, ZeroStars has two published JetBlue reviews and an overall rating of -3 stars.

Two reviews are not enough to establish how every JetBlue passenger experiences the airline. The rating reflects the travelers who submitted reviews to ZeroStars rather than a scientific survey of JetBlue’s complete passenger base.

Current JetBlue Complaint Themes on ZeroStars

The two reviews currently published on this listing discuss:

  • Difficulty reaching customer service: One reviewer describes telephone and chat waits lasting several hours.
  • Removal from a flight: A family says two adults were removed after one traveler appeared ill and was reportedly suspected of intoxication.
  • Medical and mobility concerns: The reviewer says the passenger required wheelchair assistance and that the crew was informed of a health concern.
  • Alleged discriminatory treatment: The reviewer believes the family was treated differently from other passengers.
  • Overnight expenses: The family says JetBlue rebooked them for the following day but did not cover their hotel or other expenses.
  • Flight cancellations: Another passenger describes a canceled vacation flight and disagreement over whether the cause was controllable.
  • Mechanical delay: The second reviewer says passengers boarded and later deplaned because the aircraft required additional attention.
  • Gate-agent conduct: The reviewer describes an alleged verbal confrontation while seeking information.
  • Missed connections: The delay reportedly made the passenger’s connecting itinerary unusable.
  • Baggage problems: Checked bags allegedly traveled without the passengers and took several days to recover.

These are individual passenger allegations. ZeroStars has not independently determined whether the passengers were fit to fly, whether discrimination occurred, which events were within JetBlue’s control or which expenses were contractually reimbursable.

What JetBlue Offers

JetBlue provides scheduled passenger service within the United States and to destinations in Latin America, the Caribbean, Canada and Europe.

Available services may include:

  • Blue Basic, Blue, Blue Plus, Blue Extra and EvenMore fare options;
  • Mint premium service on selected routes;
  • TrueBlue points and Mosaic benefits;
  • Complimentary Fly-Fi internet on equipped aircraft;
  • Live television, movies and entertainment;
  • Complimentary snacks and nonalcoholic beverages;
  • Checked-baggage options;
  • JetBlue Vacations packages; and
  • Accessibility and mobility assistance.

Aircraft, seating, entertainment and food service can differ by route and aircraft type. A service advertised generally may not be available or functional on every individual flight.

JetBlue Pros and Cons

Potential Advantages

  • Complimentary entertainment: JetBlue provides live television, movies and other entertainment on many aircraft.
  • Free Wi-Fi: Fly-Fi internet is offered on equipped flights.
  • Assigned seating: Passengers can select or receive an assigned seat rather than relying on open seating.
  • Multiple fare choices: Travelers can compare lower-cost fares with options offering additional flexibility or benefits.
  • Mint service: Selected longer routes offer a premium cabin with lie-flat seating on certain aircraft.
  • TrueBlue rewards: Travelers can earn points and qualify for Mosaic benefits.
  • Customer Bill of Rights: Certain JetBlue-controlled disruptions can qualify for compensation beyond ordinary refund rights.

Potential Disadvantages

  • Blue Basic restrictions: The lowest fare may have greater change, cancellation and seat-selection restrictions.
  • Additional charges: Checked bags, preferred seats, EvenMore seats and other optional services can increase the total trip cost.
  • Network concentration: A disruption at New York, Boston, Fort Lauderdale, Orlando or another major JetBlue airport can affect multiple flights.
  • Limited replacement options: JetBlue may have fewer same-day alternatives than a carrier operating more flights on the affected route.
  • Separate complaint procedures: Refunds, baggage claims, accessibility complaints and general service complaints may require different forms.
  • Compensation requirements: Some Customer Bill of Rights compensation now requires a TrueBlue account attached before departure.

JetBlue Flight Cancellation Complaints

A cancellation can result from:

  • Weather;
  • Air-traffic control restrictions;
  • Airport conditions;
  • Aircraft maintenance;
  • Crew availability;
  • Technology problems;
  • A late incoming aircraft;
  • Security events; or
  • Other operational conditions.

The stated cause matters because meals, hotels, transportation and additional compensation may depend on whether JetBlue considers the disruption controllable.

What to Do When JetBlue Cancels a Flight

  1. Open Manage Trips or the JetBlue app.
  2. Review the automatically assigned replacement flight.
  3. Check whether another JetBlue flight is available.
  4. Ask whether JetBlue can rebook you on a partner airline.
  5. Confirm the documented cause of the cancellation.
  6. Ask whether meal, hotel or transportation assistance applies.
  7. Save every schedule-change email and notification.
  8. Confirm where checked baggage will be sent.
  9. Decide whether to accept replacement transportation or cancel for a refund.

JetBlue Rebooking and Refund Options

JetBlue currently says that when it cancels a confirmed flight, the passenger can generally:

  • Accept the next available JetBlue flight at no additional charge; or
  • Request a refund to the original payment method.

For certain major schedule changes, JetBlue may also allow a traveler to select an alternate JetBlue flight within five days before or after the original flight or cancel for a refund.

The traveler should contact JetBlue or cancel online before the affected flight departs when choosing a refund instead of replacement transportation.

Refund Versus Rebooking

  • Choose rebooking when you still need JetBlue to transport you to the destination.
  • Choose a refund when a qualifying cancellation or major schedule change makes the trip no longer useful and you do not accept replacement transportation.
  • Do not accept a travel credit automatically without comparing it with a refund to the original payment method.
  • Review the full itinerary before canceling one segment of a round trip or connecting trip.

Review JetBlue refund information.

JetBlue Customer Bill of Rights Compensation

JetBlue maintains a Customer Bill of Rights that can provide additional compensation for certain cancellations and delays within JetBlue’s control.

Beginning in early 2026, qualifying compensation is generally issued as TrueBlue points rather than a JetBlue travel credit. To receive those points, the traveler must have a TrueBlue account attached to the reservation before departure.

Customer Bill of Rights compensation is separate from:

  • A refund for an unused canceled flight;
  • Rebooking on another flight;
  • A meal voucher;
  • Hotel accommodations;
  • Ground transportation;
  • Baggage reimbursement; and
  • A voluntary customer-service gesture.

Review the current rules rather than relying on compensation offered for an older trip because the form and amount of compensation can change.

Review JetBlue delay and cancellation options.

Meals, Hotels and Transportation During Disruptions

For qualifying delays and cancellations within JetBlue’s control, JetBlue currently commits to:

  • Rebooking passengers on JetBlue without an additional charge;
  • Rebooking on a partner or another airline with which JetBlue has an agreement;
  • Providing a meal or meal voucher after a qualifying three-hour wait;
  • Providing hotel accommodations for a qualifying overnight disruption; and
  • Providing transportation between the airport and the hotel.

These commitments do not necessarily apply when a delay or cancellation is caused by weather, air-traffic control, airport operations, security or another event outside JetBlue’s control.

Questions to Ask at the Airport

  • What cause is recorded for the disruption?
  • Is it considered controllable or uncontrollable?
  • What is the next confirmed JetBlue flight?
  • Can JetBlue use another airline?
  • Does the wait qualify for a meal voucher?
  • Does the overnight wait qualify for a hotel?
  • Is ground transportation included?
  • Where will checked baggage be delivered?

When assistance is denied, ask for the reason and save the response through chat, email or a screenshot.

JetBlue Tarmac Delay Complaints

A tarmac delay occurs when passengers remain aboard an aircraft on the ground without an immediate opportunity to deplane.

During an extended tarmac delay, travelers should record:

  • When the aircraft left the gate;
  • When it returned to a gate or took off;
  • When food and water were offered;
  • Whether the lavatories remained available;
  • What announcements explained the delay;
  • Any medical or accessibility requests; and
  • When passengers were permitted to deplane.

Follow crew instructions and report any urgent medical problem immediately. Do not attempt to open an aircraft door or leave without authorization.

JetBlue Baggage Complaints

Baggage complaints may involve:

  • A bag continuing to the destination after the passenger cancels or changes travel;
  • Delayed baggage;
  • A bag being sent to the wrong airport;
  • A bag declared lost;
  • Damage to the suitcase;
  • Missing contents;
  • Difficulty tracking the claim; or
  • Disagreement over reimbursement.

Report the Problem Promptly

  1. Visit the JetBlue baggage-service office before leaving the airport when possible.
  2. Obtain a baggage claim or file-reference number.
  3. Confirm the delivery address and telephone number.
  4. Keep the original baggage tag and boarding pass.
  5. Photograph any damage.
  6. Save receipts for reasonable essential purchases.
  7. Track the bag through the official JetBlue claim system.
  8. Contact Central Baggage Services when further help is needed.

Central Baggage Services: 1-866-538-5438

File or review a JetBlue bag claim.

Reimbursement for Delayed Baggage

JetBlue says it will reimburse reasonable expenses resulting from delayed baggage on domestic travel and as required by applicable international agreements for international travel.

Reasonable purchases may include essential:

  • Clothing;
  • Toiletries;
  • Medication replacements when appropriate;
  • Transportation needed to obtain essential items; or
  • Other necessary purchases caused directly by the baggage delay.

Keep itemized receipts and avoid unusually expensive purchases that cannot be reasonably connected to the delay.

JetBlue also states that it automatically refunds qualifying checked-bag fees when a delayed bag is not delivered within the period described in its current customer-service plan.

Removed From a JetBlue Flight

An airline captain and flight crew are responsible for determining whether a passenger can travel safely. JetBlue’s Contract of Carriage permits the airline to refuse or remove passengers in circumstances that include:

  • Appearing intoxicated or under the influence of drugs;
  • Refusing crew instructions;
  • Conduct considered threatening or disruptive;
  • A health condition posing a direct safety threat;
  • Being unable to comply with required safety procedures; or
  • Other circumstances affecting flight safety.

JetBlue’s contract also says it will not refuse transportation to a qualified person solely because a disability results in an appearance or involuntary behavior that may offend, annoy or inconvenience others.

What to Do After Being Removed

  1. Remain calm and follow safety instructions.
  2. Ask for the specific reason for removal.
  3. Ask whether the reservation will be canceled or rebooked.
  4. Confirm whether checked baggage has been removed.
  5. Ask whether written medical clearance is required for another flight.
  6. Request the names or employee identification information needed for a complaint.
  7. Save boarding passes, receipts and written communications.
  8. Seek medical attention when appropriate.
  9. Submit a detailed post-travel complaint.

Do not argue with the crew in a manner that can be interpreted as refusing instructions. The transportation decision can be disputed afterward through documented complaint channels.

Medical Clearance and Fitness to Fly

A traveler with a temporary illness or visible symptoms may wish to carry documentation from a qualified medical professional explaining that the traveler is fit to fly and does not pose a safety risk.

Useful documentation may state:

  • That the passenger has been evaluated;
  • Whether the condition is contagious;
  • Whether the traveler is fit for commercial air travel;
  • Whether medication may cause visible symptoms;
  • Whether wheelchair or boarding assistance is needed;
  • Whether supplemental equipment is required; and
  • What emergency precautions are appropriate.

A medical letter does not guarantee boarding when the captain or crew observes a new safety concern, but it may help explain a known condition.

JetBlue Accessibility Assistance

JetBlue provides assistance for travelers using wheelchairs, mobility devices, service animals or other accommodations.

Accessibility Assistance: 1-855-232-5463

Travelers should:

  1. Add the assistance request to the reservation.
  2. Contact JetBlue in advance for complex needs.
  3. Confirm the request before travel.
  4. Arrive early enough to coordinate airport assistance.
  5. Tell staff whether assistance is needed to the gate, aircraft door or seat.
  6. Confirm assistance for every connection and arrival airport.
  7. Keep essential medications and equipment in carry-on baggage.

Review JetBlue accessibility assistance.

When to Request a Complaint Resolution Official

A Complaint Resolution Official, or CRO, is an airline employee trained to address disability-related air travel concerns.

Ask for a CRO when a problem involves:

  • Wheelchair or mobility assistance;
  • Preboarding;
  • A mobility device;
  • A service animal;
  • An accessibility-related seating need;
  • Medical equipment;
  • Disability-related communication assistance; or
  • Another right under federal accessible-air-travel rules.

A CRO is not the primary escalation route for an ordinary baggage, refund or employee-conduct complaint that does not involve disability access.

For a post-travel accessibility concern, call 1-855-232-5463.

How to Report Alleged Discrimination

A passenger who believes treatment involved race, national origin, religion, sex, disability or another protected characteristic should document facts rather than relying only on a conclusion.

Include:

  • Date and flight number;
  • Airport and gate;
  • What was said or done;
  • Who made the decision;
  • How comparable passengers were allegedly treated differently;
  • Witnesses;
  • Documents, photographs or video;
  • Whether a supervisor or CRO was requested; and
  • The response received from JetBlue.

Submit the concern to JetBlue and consider the U.S. Department of Transportation complaint process when the issue remains unresolved.

How to Contact JetBlue Customer Service

How to Escalate a JetBlue Complaint

Step 1: Seek Help During Travel

Use the JetBlue app, airport service desk, telephone support or chat. Request a supervisor when the first representative cannot resolve the issue.

Step 2: Obtain Reference Numbers

Save:

  • Confirmation code;
  • Ticket number;
  • Baggage claim number;
  • Customer-service case number;
  • Refund request number;
  • Chat transcript; and
  • Employee or station information.

Step 3: Submit the Correct Form

  • General complaint: Share a Concern
  • Ticket or optional-service refund: Refund request
  • Delayed, lost or damaged baggage: Baggage claim
  • Accessibility complaint: Accessibility Assistance or CRO process

Step 4: File a DOT Complaint

Passengers may submit an air-travel complaint to the U.S. Department of Transportation when an airline does not satisfactorily resolve a cancellation, refund, baggage, discrimination, accessibility or other airline-service problem.

File a Department of Transportation complaint.

JetBlue Trustpilot Reviews

Trustpilot currently displays more than 1,200 JetBlue reviews and a predominantly negative score. Common recent topics include:

  • Flight cancellations;
  • Repeated delays;
  • Difficulty reaching customer service;
  • Refund and travel-credit problems;
  • Rebooking difficulties;
  • Delayed or lost baggage;
  • Website and chat problems; and
  • Positive experiences with individual crew members.

Trustpilot and ZeroStars use different rating scales, moderation processes and reviewer samples. Their scores should not be compared as though they were calculated identically.

View JetBlue reviews on Trustpilot.

Share Your JetBlue Experience

Have you flown with JetBlue, used JetBlue Vacations or submitted a customer-service or baggage claim? Leave a review describing your firsthand experience.

A useful JetBlue review should include:

  • The approximate travel date;
  • The flight number or route;
  • The fare or cabin type;
  • The scheduled and actual departure times;
  • The stated cause of a cancellation or delay;
  • Whether replacement transportation was offered;
  • Whether meals, a hotel or transportation were provided;
  • Any baggage or accessibility claim;
  • How customer service responded;
  • The resolution requested; and
  • Whether the matter was resolved.

Positive reviews are also welcome. Explain which crew member, airport representative, flight feature or support interaction made the experience successful.

Privacy warning: Do not post complete ticket numbers, confirmation codes, passports, boarding-pass barcodes, baggage claim numbers, TrueBlue account numbers, payment information or private medical information. Do not disclose another person’s diagnosis, medications, mental-health information or disability details without permission. Remove unrelated passengers’ faces and private information from uploaded images.

Rate JetBlue From -5 to +5 Stars

Use the ZeroStars scale to rate your genuine JetBlue experience:

  • 🔴 -5 Stars: Severe problems or an extremely negative experience
  • 🟠 0 Stars: A neutral, mixed or inconclusive experience
  • 🟢 +5 Stars: An exceptionally positive experience

Explain whether your rating concerns booking, pricing, a flight disruption, passenger treatment, accessibility, baggage, a refund, TrueBlue, JetBlue Vacations or customer service.

Related Airline Review Resources

Why Rely on ZeroStars?

When 1 Star Is Too Much, ZeroStars gives passengers and consumers a wider way to describe their experience. Our rating system runs from -5 to +5 stars, allowing reviewers to report severe problems, neutral outcomes and exceptionally positive service.

ZeroStars separates official airline information from passenger-submitted reviews. We do not invent broad praise or complaint trends when only two reviews are available, and we distinguish passenger allegations from documented contracts, airline policies and regulatory rights.

Page Update Note

This JetBlue reviews and complaints page was updated on July 21, 2026. Review counts, ratings, routes, fares, baggage fees, compensation methods, support numbers and passenger policies may change after publication.

Disclaimer

ZeroStars is an independent review website and is not affiliated with, endorsed by or operated by JetBlue Airways Corporation, TrueBlue, JetBlue Vacations or any JetBlue partner airline.

Reviews reflect individual opinions and reported experiences. This page provides general consumer information and is not legal, medical or travel advice. Passenger rights and airline responsibilities can depend on the itinerary, cause of the disruption, ticket, contract of carriage, applicable law and individual circumstances.

Scroll down to leave your JetBlue rating and review.

Your Overall Rating From -5 to +5 Stars

-3 stars
Based on 2 reviews

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Reviews

Rating:
Title: DISGUSTED!!!!
Review: I called and also tried using chat but no one EVER picks up or connects. 2-3hr hold times is just ridiculous!!! I’m writing this to Anyone that would listen or even care to know how me & my family were treated. My family and I flew (about 18 of us) JetBlue flight B6 1852 on July 29, 2024, 6pm. We were returning to New York from a 5day vacation in Cancun Mexico at the RIU Caribe. For 5 DAYS my Husbands right foot was swollen and he was in pain. He was having trouble walking from gout in his foot. While at the RIU resort, we visited the pharmacy and purchased Alpurinol & Naproxen as the Pharmacist there recommended. My Husband had to use a wheelchair multiple times at the resort & also be put in a wheelchair throughout the ENTIRE time in the airport…all the way to the cabin door. He limped his way down the aisle of the plane to Seat 18B and started feeling sick so he went straight to the bathroom and threw up. From about 6 rows away from me, Jill, the flight attendant asked if my Husband was intoxicated and I answered NO, and I said it was prbly from the aftermath from THE DAY BEFORE and the ALL the medicine he was on all weekend and STILL ONthat SAME day. My Husband Quietly retuned to his seat. Another flight attendant came over to us and said Jill reported that my Husband “appeared to be intoxicated because he was staggering up the aisle and throwing up in the bathroom”. I told the lady he was limping because he has trouble walking from the gout in his foot and showed her how swollen his foot was and also told her that he was sick from all the medication. I told her he just got out of a wheelchair and I even offered to show her the medications but she refused. 2 mins later Another attendant came over and asked my Husband directly if he needed medical attention. My Husband answered “no”. The guy then asked if he was light headed, my Husband again said “no. The guy then asked if he was feeling sick because the flight attendant said he was throwing up in the bathroom. My Husband answered “I was but feeling better now. I’m in pain because of my foot, I have gout”. He then showed the man his swollen foot AGAIN! My Husband was coherent and COMPLETELY alert and aware of EVERY question he was being asked and he answered for himself. If he was intoxicated, he would not have been coherent or even alert! 1 min later the attendant came back over to us and said the pilot decided that we be removed from the plane because my Husband “appeared to be intoxicated & our checked bags were already pulled from underneath the plane”. We AGAIN told ALL the attendants he is NOT intoxicated and was sick from all the medications he was on and needed to get him back to the US for medical treatment from his own doctor that has been treating him for hus condition. The attendant said we were “holding up the plane” and “needed to get off the plane”. I told the lady we had no money and didn’t know where to stay or what to do if we get off the plane. The attendant was nasty & told me “that is not her problem\" and again said \"we were holding up the flight and to get off”. We were traveling with family and NONE OF US GAVE ANY TROUBLE!!! We ALL were respectful, calm, and NOT ONCE did any of us lose our cool or act a fool even with being treated this HORRIBLE!! I was SO confused and scared as to WHY we were actually being removed. We were separated from our 15 YEAR OLD DAUGHTER while me & my Husband were removed from the plane!!!!! THANK GOD my family was still on the plane with her but can you imagine how disturbing it was seeing my daughter with tears in her eyes as she was separated from her parents. We were asked to leave the plane so fast that I didn’t even realize I still had my daughter’s passport in My BAG!!! Which then was something else to worry about as she was then headed back to the US without her passport. You have NO idea how this has affected our family!!! Me and my daughter battle with anxiety and JetBlue has definitely added to it in the Worst way!! There was NO VALID REASON for us to be kicked off the flight!! NONE!!!! There were other people (of other races/nationalities) that were CLEARLY drinking & intoxicated while boarding the same flight BUT they were not kicked off the plane. It was clear that the JetBlue flight attendandat RACIALLY PROFILED my family!!!!!! WHAT A DISGRACE!!!! Then we get off the plane and a JetBlue representative tells us that JetBlue will not cover ANY expenses (our returning flight to the US, transportation, our stay, NOTHING) because us getting kicked off the plane was\" our fault\". After crying my eyes out and explaining what REALLY happened, showing them my Husbands foot and medications, the Supervisor finally came back and said they would put us the next flight out the next day but wouldn’t cover anything else. We were Forced to get off the plane, Forced to pay for a room at the Hilton Inn, Forced to be separated from our daughter and rest of family, Forced to delayed my Husband getting the Proper medical attention from his own doctor. I am APPALLED at how me & my family we were treated. We were treated VERY UNFAIRLY and will for sure contact my Lawyer and report this as far up as I possibly can!!!!! Me & my family have traveled MANY places and used JetBlue MANY times and we have NEVER had ANY issues like this. We have NEVER experienced anything like this from ANY airlines!!! This was ALL VERY TRAUMATIC, HUMILIATING, SHOCKING, EMBARRASSING!!!! We have NEVER experienced anything like this from ANY airlines!!! Now we have to worry about being flagged anytime we want to travel and my family is left with the trauma due to the racism, rudeness & incompetence of your flight staff!!! My Sister is a flight attendant for JetBlue and after this I PRAY she leaves your DISRESPECTFUL & RACIST company!!!!!
Name: La’Shann Riley
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Title: JetBlue’s “Worst Airline” Rating 100% Accurate
Review: We utilized travel credit given out to the members of a flight from St. Lucia to JFK in 2023 in which we sat on the tarmac for hours while diverted to Florida. I was steadfast never to travel with JetBlue again after the experience. Having the credit, we decided that we would give JetBlue another shot and booked a trip to Bridgetown, Barbados, departing on March 10, 2024. The customer service for this trip was outstanding and I was starting to rebuild trust with JetBlue. During the second week of January, we received notification that our flight schedule had changed, forcing us to change destinations. Determined to make a go of it and short on time, we switched the Puerta Plata, Dominican Republic quickly. This left us with a significant amount still remaining in our travel banks, as the flights to POP are significantly less that BGI. The credit to the travel bank in no way deterred us from JetBlue, excitedly planning an additional trip in our minds with the difference. Everything began to fall apart on March 9, 2024 at 11:04pm. Less than 8 hours before we were to board the plane, we were notified that our flight the next morning on March 10, 2024 was cancelled and that we were rebooked on a nearly identical flight the next day. We received the email that indicated, “This disruption is considered an uncontrollable disruption, meaning it’s due to events outside of JetBlue’s control (things like Air Traffic Control or weather disruptions) and, unfortunately, does not qualify for customer compensation or reimbursement of out-of-pocket expenses.” We took that in stride, guessing that we were inconvenienced due to weather or something else truly beyond JetBlue’s control. Disappointed to be losing a day of hard-earned vacation, we carried on and did not let the cancellation damper our spirits. We learned from JetBlue when we checked in on March 11, 2024 that it was, in fact, a controllable issue and that our flight was cancelled because the staff had timed out and there was no relief for them. Isn’t recruitment and retention problems within THEIR scope of responsibility? It was not until we actually boarded the plane that we understood that JetBlue has some serious retraining and action to take with their employees. My husband and I boarded the plane, took our seats, and were onboard for approximately 10 minutes before all passengers were told to evacuate in order for the plane to reset something mechanically. Clearly concerned due to a tight connecting flight from JFK, I stopped at the counter to speak with a representative and ensure that I understood what was happening and if we would need to rebook the second leg of our flight due to the short window from this flight landing and the other taking off. The attendant was pleasant and indicated that it takes merely 10 minutes and we would be on our way in plenty of time. While I was conversing with this representative, another representative got on the PA and announced in an irritated tone not to come to the ticket counter and that it was “not a good time”. I finished my conversation with the helpful JetBlue representative, thanked her, and started to walk away. Completely insulted by the PA announcement, I said to my husband as I walked away, “oh wow, too bad if it’s not a good time”. I got to the hallway and as I was standing there a distance away from the counter with my husband, the JetBlue representative who made in rude announcement came charging over to me and began to instigate a fight. She asked if I had something to say, to which I said I did, and that I had said “too bad if it is not a good time, some of us feel pretty helpless right now.” The woman then told me that she determines whether I get on the plane or not and that I better change my attitude. I said “excuse me?” She then stuck her hand in my face and started to tell me that there are 100 people on this flight that have questions, and I cut her off and told her to get her hand out of my face. She spun around when I informed her to get her hand out of my face and headed to the ticket counter where she said to the polite representative, “what’s her name?!” and was going to bar me from getting on the plane. My husband followed the woman and informed her that we are slightly on edge because of the cancellation the day prior and that the expenses are adding up. She nodded, glared at me, and said to him “you better control her, or you’re going nowhere”. I did not curse, threaten, harass, or act in any manner that would begin to justify this woman’s actions. As the 10 minutes turned into an hour or more, my husband went to the counter to request information on our connecting flight. My husband returned to me where I stood from afar out of fear and informed me we were going to miss our connection and that he rebooked us on yet another flight. I moved away from that gate and sat at another as I considered this change. My husband learned from JetBlue staff that the delay was due to a maintenance employee not securing an engine cover. Another employee mishap. Now we are missing 2 days of vacation, have expenses piling up, and I was still incredibly shaken up by being verbally accosted by your representative. I called JetBlue customer service and spoke to a gentleman who advised me how to lodge a complaint. He apologized for the situation and was very professional. He gave me another number to contact, which I did and asked for a “CRO” as instructed. The gentleman I spoke with explained how to file a complaint online, which happens to be a short 150-character box which I could not begin to narrow this situation down into, hence this email. The representative at the counter informed us that she could not cancel our flights and we had to do so online. Unfortunately, the system would not let us perform the cancellation and I contacted JetBlue customer service via phone to get assistance. The representative at the counter stated that our bags would be pulled off the plane and given to the ticket counter downstairs, and directed that we report to that representative. We waited for an hour or so downstairs waiting for our bags. The individual that caused the verbal altercation was also downstairs. I remained a distance away and my husband continued to check in at the desk. Finally, after approximately an hour, my husband was informed that our bags are on the plane on the way to JFK and that we would need to come back and get them whenever they return to Syracuse. We are currently tracking their progress. This entire incident forced me to cancel my travel plans. Not having staff caused my flight to be cancelled. An inept and/or careless maintenance mechanic caused a major disruption. An aggressive and unprofessional agent harasses customers who ask questions at inconvenient times. These factors are all within JetBlue’s control. I know from years of experience that if my employees make mistakes, it is the company who shoulders the burden of expense and aggravation, not the paying customer. Corporate couldn’t care less when this was reported. It took 3 days and multiple conversations with central baggage to get our bags back.
Name: Crystal Guzzardo
Post Views: 2,077

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