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JetBlue falls well short of customer service!
I flew JetBlue for the 1st time November 26th, 2010. I was flying from Seattle to Orlando via JFK. We were heading for a family cruise which included five other families and a total of 15 people. We landed in JFK to learn our connection was 3 1/2 hours late. No big deal since there was a flight at 9:15. We changed to that flight (after raising a huge fuss since our bags would have stayed on our original flight). The 9:15 flight was then delayed 6 times! (plane maintence). 2 other flights left JFK for Orlando that we were denied access to since our bags would have to be moved again. JetBlue ticket agents were aware why we needed to get to Orlando. Needless to say we missed the ship. My 9 year old was heartbroken an in tears. The worse part of the entire experience was being told my customer committment specialists they best they could do was offer a $50 voucher each for a future flight in the next 12 months. I was out $2700 ($1700 for the cruise and $1000 airfare) and JetBlue felt $150 voucher would make things okay for their mistake. As a side note, we were sailing Carnival. We were scheduled to be on the Carnival Splendor but it caught fire and our cruise was cancelled. Carnival offered us a full refund or a 25% discount on another cruise. That's what world class companies do. They recognize when they makes mistakes and make amends. So far, JetBlue has not proven they are a world class company.
RE: JetBlue falls well short of customer service!
11/30/10 9:25 AM as a reply to benjie116.
Yikes. Sounds like your trip was truly cursed. My apologies that everything fell through.

I flew JetBlue for the 1st time November 26th, 2010. I was flying from Seattle to Orlando via JFK. We were heading for a family cruise which included five other families and a total of 15 people. We landed in JFK to learn our connection was 3 1/2 hours late. No big deal since there was a flight at 9:15. We changed to that flight (after raising a huge fuss since our bags would have stayed on our original flight). The 9:15 flight was then delayed 6 times! (plane maintence). 2 other flights left JFK for Orlando that we were denied access to since our bags would have to be moved again. JetBlue ticket agents were aware why we needed to get to Orlando.


In my experience, when an airline has that many serious delays, they will get you tickets for a flight from another airline in order for you to get to your destination - bags included! It's disappointing no such offer from JetBlue was in the cards, especially since they were fully aware of your situation.

Needless to say we missed the ship. My 9 year old was heartbroken an in tears. The worse part of the entire experience was being told my customer committment specialists they best they could do was offer a $50 voucher each for a future flight in the next 12 months. I was out $2700 ($1700 for the cruise and $1000 airfare) and JetBlue felt $150 voucher would make things okay for their mistake.

Did you still fly to Orlando despite all of the SNAFUs, or did you all end up going home? I cannot imagine what it would be like marooned in an airport without any hotel accommodations. In my experience, if the Customer Care representative you are talking to (a) REALLY doesn't understand the situation or (b) doesn't have the power to do anything but provide unacceptable compensation, it's time to speak to their supervisor. If the supervisor provides similar results (or lack thereof), keep moving up the chain.


As a side note, we were sailing Carnival. We were scheduled to be on the Carnival Splendor but it caught fire and our cruise was cancelled. Carnival offered us a full refund or a 25% discount on another cruise. That's what world class companies do. They recognize when they makes mistakes and make amends. So far, JetBlue has not proven they are a world class company.


If the TrueBlue community moderation team wants to go the distance for customer satisfaction, they'll be reading this thread and contacting you directly. If they do, LET US KNOW WHAT HAPPENS! One thing I cannot stand is when a sensitive customer care issue on public display (like this one) gets resolved and the community never hears about it. JetBlue has a chance to salvage a relationship with a customer and I hope they answer the call.

While you definitely have your justified reasons, I believe JetBlue IS a world class company. Let's see them prove their worth!
I have to agree. They are not as good as they used to be. Of course they are probably still one of the better choices. Part of the reason their service has gone down is that the planes are more full than they used to be. This is probably because the other airlines are worse and everyone knows to fly Jetblue.
The other reason is that the staff is not as friendly to customers as they used to be. Some of my best flights were full, but still great because the airline crew made it that way.
RE: JetBlue falls well short of customer service!
12/15/10 11:18 AM as a reply to benjie116.
Wow, this is quite the experience. We certainly understand the frustrations and disappointment you and your family had. Without being privy to any email correspondence or phone conversations we cannot be certain what factors played into the delays experienced. For the most accurate Bill of Rights information you can visit this site: http://www.jetblue.com/about/

Please know this is not the typical JetBlue experience. We hope despite everything that happened you will afford us another opportunity to provide an experience you can RAVE about.

Best wishes for a Happy Holiday Season!

JetBlue Kelly
RE: JetBlue falls well short of customer service!
2/21/11 9:42 AM as a reply to benjie116.
I am actually dealing with a similiar problem! I was flying home POP to JFK with a connection to BOS (that I had booked separately, we did a JB getaway & everyone else was from the NYC area). Our original flight from delayed 3.5 hours for maintence, so I missed my connection to Boston. Every Jetblue employee told me to talk to someone else about how I was getting home...there was only one other flight to BOS & I was told it was full. Since I had to be at work this AM (and with the impending snow), I ended up driving to Boston.

I called JetBlue this morning & I got the rudest woman on the phone, who told me it wasn't her problem and JetBlue fufilled their part of the ticket by getting me part way to my destination. WHAT?? I asked her if I could be compensated for the JFK to BOS trip & I was told absolutely not, I should have called to cancel my flight when I knew I was going to be late & pretty much, I was SOL. I voiced my concern via the website, but I'm sure they won't be much of a help either! I have never been so appalled by customer service!
RE: JetBlue falls well short of customer service!
3/5/11 4:14 AM as a reply to benjie116.
This letter is in reference to my experience this evening, March 4, 2011 after a 12 hour day flying with Jet Blue from Nassau to Seattle. Upon arrival into Seattle, I proceeded to baggage claim to retrieve my bag. After waiting, my bag did not come down the conveyor belt. I started to look for your baggage office and Delta Airlines informed me that you all do not have one. I found a lady named Shondra walking around. I asked her if all the bags from my flight, 493 from Boston to Seattle had been unloaded. She said yes. I informed her that my bag didn’t come down the belt. She kept showing me random bags and asking if they were mine repeatedly. She asked me if my flight came from Boston and I said yes. She kept on pointing at the same bags asking me if they were mine. I kept saying no. She then called over on her walkie-talkie and then asked me if I was sure the bags she had pointed to were not mine. I said no again. She then proceeded to ask me yet again to which I again said, no, I am sure. I asked her where I needed to go to get assistance. She said she was the one I would need to speak with. I asked for help with this. She said she was busy and that she needed to watch the other bags. I asked her if the bags would have been lost from when I changed planes? She then grew frustrated and said I told her I had come direct from Boston. I was on the flight from Boston. She never asked where my flight originated or if I had changed planes? She started to then argue over the fact that I said I came from Boston. This went on and on. Help me understand how I am supposed to read her mind? Also help me understand why this would enrage her? She then asked me again if another bag was mine! I again said no, I think I would know my own bag. This made her so upset! I asked her if there was anyone else as I explained that my 2 year old and my 1 year old children were waiting and it was already very late being that we landed nearly 2 hours late due to a mechanical problem with a plane they had to switch out in Boston due to a cabin pressure problem. She said no, it was her job and I’d have to wait. The fact that I told her about my baby and my toddler got me a roll of her eyes. I asked her if anyone else was able to help me? She said I’d have to wait and we would have to go up stairs. She then said, “you can go on upstairs but I won’t be there until I’m done here.” Upon asking again if anyone else could help me she became very frustrated and what I then got was another roll of the eyes and a few deep and exaggerated sighs. As I began walking she yelled out at me across baggage claim, “you have a real nice attitude in front of several people. Passengers were waiting for bags from Frontier airlines and they were all watching.

I could not believe what I was experiencing. Shondra had the audacity to yell at me for seeking assistance for a bag that Jet Blue misplaced? Help me understand how this behavior is professional and acceptable? Help me understand why asking an employee of Jet Blue for assistance with a lost bag is inconvenient for them? Shondra’s entire attitude was very strange, belittling, and lacked any sense of pride in her job or any sense of urgency. Another lady had also asked her about a missing bag and the other customer told me I was the second one to ask about the lost bag so she must have already been “perturbed” by the time I reached her. The other passenger and I proceeded upstairs without Shondra. The other customer also said that the Jet Blue lady sure is “blue.”

So we proceeded upstairs on the elevator to ticketing. There was an agent there that was able to take both of our information. We were given a form with a baggage report number. We were walking away from the ticketing section as Shondra was exiting the elevator. She almost seemed irritated that the agent had helped us instead of waiting for her. How dare we get assistance in what she called, “her area of responsibility” without her being the one to do it? In fact as we passed each other she rolled her eyes and started making grunting sounds. I could not believe it? Is this is how your employees act when they are helping their customers? I asked her not to point at me when she stopped and started saying I was so rude and that I need to wait and etc. She kept saying rude like a child repeatedly again in front of more of passengers from American Airlines. Again help me understand how any of this is relevant or necessary or warranted? Why? Shondra seemed to be bothered and she was not going to let anyone ask her for assistance unless it was on her own accord. She did not want to be inconvenienced.

Shondra clearly lacks people skills. Her inability to handle 2 passengers lost bags clearly shows that she needs training. Her grunts and her pointing and her shouting across the baggage claim and ticketing areas are not exactly what I would call, “excellent customer service”. I am appalled.

Over 45 employees chose to take Jet Blue for our company meeting and many could hear Shondra in baggage claim. This was my first and my last flight on Jet Blue. So much for your “TRUE BLUE” program. I will not need to utilize it any further. Based in Seattle, I am fortunate to have many options and I will gladly return to using Alaska Airlines, Virgin, and Southwest. I fly nearly every 2 weeks and I will never chose to be further talked down to, yelled at, and pointed at again by Jet Blue. Your employees are a direct representation of your company and your brand. If you have people acting out like this then what does that say about you all? I hope that this matter will be addressed as I am sure I am not the only person that has been treated in this manner by Shondra. Never have I ever experienced such a hostile and rude encounter. The fact that it happened downstairs and then again several minutes later is even more frustrating. Please help me understand why any of this was necessary? It was as if Shondra was a ticking time bomb. Clearly Shondra lacks professionalism, and cannot fathom being inconvenienced. I am not certain that I have her name spelled correctly? Shondra is blonde and wears glasses.

Again, I am just amazed and I felt I needed to convey my thoughts on the situation. I know little if anything will result from this letter however, I just can’t see why you would elect to have people like Shondra representing Jet Blue.