Jet Blue unbelieveably bad customer service

I just returned on the 9th of March from a 5 day trip to SXM on Jet Blue. Since Jet Blue will no longer be flying from SJU soon, I doubt I would fly on them to SXM again anyway, but even were they still to be flying from SJU, it will be a LONG time, if ever, before I fly with them again.

I booked my trip back in July for a March trip. At that time, the website was very messed up and it was a tribulation to get the trip even booked, involving a few hours on the phone and having a Jet Blue agent issue me a Jet Blue credit to even be able to book the price for the flight I wanted to go on, at the price listed on the website. It turns out that sometimes you have to talk to a supervisor's supervisor to get Jet Blue to match their own price shown on their website.

I booked two separate reservations, one with points and one with cash. Around this time was when they instituted Blue Plus fares, where you pay for one checked bag. I paid more money to check a bag one way and I also paid more miles to check a bag on the return.

Fast forward to check in, at which time I decided to pay $10 for 'even more speed', which was supposed to provide expedited security at Orlando. Anyone who travels out of Orlando knows what a zoo it is, all the time. Things were fine until I approached the security line, at which point I asked where the 'even more speed line' was. She said "we don't have that here". I said that I had paid $10 to Jet Blue for the even more speed and they repeated there was no such line in Orlando. I asked a second security person, who repeated the same thing. Again, I had only paid the extra $10 the day before, when I checked in.

As I was standing in the HUGE security line, I spoke to a lady just behind me, who had also paid $10 for the expedited security. She probably was going to miss her plane because she was running very tight on time. Fortunately, I had arrived in plenty of time, so I was not close to missing my flight. After roughly 35 minutes in the security line, I finally reached the area of my gate. There was a lady set up at a kind of ‘help’ desk off to the side. I approached her and said that I had a complaint, that I did not get the expedited security. Basically the first words out of her mouth were “Call 1800JetBlue and tell them you didn’t get expedited security and they will give you your money back”. I told her, well that’s not really good enough, it sounds like you know this is a problem and yet your company is selling this service that you CANNOT provide. She said nothing, did not apologize, just said there was nothing she could or would do for me.

I then approached the gate agent for the plane that was to be traveling on to San Juan. I said the same thing as I had said to the first lady. Again, I received the absolutely pre-programmed rote response, call 1800JetBlue and get your $10 back. I again stated that wasn’t really an answer and suggested that she could give me some kind of consideration on the flight down, such as an extra space seat, etc., and she responded that she could and would do absolutely nothing for me and said my only recourse was to call and get my $10 back.

As I was sitting there waiting to board, they made at least two announcements at the gate, stating that there were even more space seats available for PURCHASE and tried to get people to pay for them. In the meantime, they looked to be adding 15 to 20 either non-revenue flyers or stand-by passengers to the flight. Eventually the plane was boarded and it seemed that virtually every seat was full and they stated that in fact the plane was full. I was concerned about my carry on bag, but I was able to take it onboard with me on the flight to SJU from Orlando.

Fast forward to the flight home. As I checked in, in SXM, the check in agent told me that I needed to pay $25 to check my bag. I said, "no, I paid with more miles when I booked my ticket". He said, "no, I don't see that here, you will have to pay".

When I got home, I responded to the airline survey questionaires sent to me by Jet Blue, outlining both of the above issues. To date, I have had no response to that survey.

So today I called 1800JetBlue to get my money back. The telephone agent asked me why I did not complain to a gate agent about the lack of 'even more speed'. I responded that I had in fact complained to TWO different agents, neither one of which gave me any response, other than to call 1800JetBlue. She then said I would be getting a $10 credit in around 7 days.

I then brought up the other issue. She said that she did not see where I paid for the upgraded service with miles. She put me on hold for 10 minutes while she supposedly talked to True Blue, and then disconnected me. 10 minutes later I called them back, spent another half hour on the phone, in which she basically said she couldn't help me, and that I had to send an email to a generic email address, with a scanned copy of my ticket, showing I had booked a Blue Plus fare.

So, the moral of the story is 1) apparently 'even more speed' in Orlando is a scam, so don't waste your money and 2) make sure that the confirmation that you bring with you to the airport has the fact that you paid to check a bag on it, and make a fuss if they say that you still have to pay.

I am so looking forward to hearing back from them...

Sorry about your troubles. I remember a few years ago when JetBlue was the new "darling" for travel to SXM. My how things have changed. It appears now they are no better or no worse than any of the other carriers. Sad.

Honestly, Jet Blue's planes are very comfortable, but I have never had the kinds of issues on AA that I seem to always have with Jet Blue. Their website is just messed up and this situation was just unbelieveable. I could not believe, after over an hour on the phone with them today, that all they could do is to tell me to send an email to a generic email address... BTW just received a robo-response to my email that said if I needed immediate assistance, that I should call 1800JetBlue. Really?

Carol,

It seems as with every other airline, they have their good moments and then there's the rest of the time.

With the exception of one trip, we've had issues with every JB flight we've done so far. MOST of them have been due to the airport agents in SXM who I believe are Arindell employees as opposed to JB, but they just don't seem to have their act together. And their new tiered system of booking flights is great but I think the website itself was created by the same folks who did the original Obamacare website - great if it works but it usually doesn't. We had to get an agent to get us the fare their website showed and she had to get a supervisor and do the same thing with issuing a credit to our JB bank to finally be able to book it for me.

I have never had nonsense like this on AA - not to say it doesn't happen but not generally to us. The worse case scenario with them is the constant flight time changes and cancellations but even with that, I've always gotten early notification and the CSAs that wanted to make things good again. I may just be lucky with AA and not so much with JB. <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" /> <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" />

A lot of these smaller airlines start out by exceeding your expectations compared to the big boys and then they disappoint you. We were big fans of Porter Airlines out of Toronto until the last few trips. Cancelling flights without sufficient prior notice etc.

Was there a Priority, Premium or Business/First Class lane at MCO?

From the JB website:

"How do I take advantage of Even More Speed at the airport?
Even More Speed access may vary by airport location. At Chicago (ORD), Boston (BOS), Fort Lauderdale (FLL), Newark (EWR), and New York (JFK), Even More Speed signage will be visible at the security checkpoint entrance. At other airport locations, Even More Speed customers may use "priority," "premium," or "business/first class" lanes. A JetBlue Crewmember at each airport will be happy to assist with questions on how to take advantage of Even More Speed."

Guess I have been lucky - between flights to SXM, Las Vegas and many many Florida flights to MCO and PBI have never ever had an issue. Heck we cleared JFK and in the curb with our luggage in 26 minutes. The only issue I had ever had was with Delta - yuck!!!!

One very positive thing about JB is definitely the T5 terminal at JFK. It makes all the negatives easier to accept. <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" /> <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" />

I don't think so. I didn't see one. The lady behind me was an EXTREMELY frequent flyer, flying on business and she was stuck in the same situation as me. Regardless, I asked two DIFFERENT security people, before I had even shown my boarding pass to anyone, where to go and they said there was no such line. And neither one of the Jet Blue gate agents that I talked to tried to correct me and tell me the line existed. They just told me to call 1800JetBlue to get my money back.

There were a BUNCH of other small annoyances with the flight--had to gate check my carry on bag BOTH ways between SJU and SXM. In SJU on the way down, they literally didn't even give us a specific claim check, just gave us a non specific piece of paper that said that we had left a bag to the tender mercies of the thieves in SJU baggage claim. I stood on the jetway and removed my valuables from my carry on. At least part of the reason why I had to gate check my carry on was because Jet Blue stored their bottled water above my seat.. Along with not requiring people in the back of the plane to put their stuff back there, versus in our overheads. Also, I guess it's not Jet Blue's fault, but the JB gate in SJU now has only one (pitiful) food choice anywhere near and no bar. They will be opening a Margaritaville in Concourse B soon, which is not far away, but that didn't help me.

I think the website is the source of a great deal of Jet Blue's problems, yes. I really cannot believe that, after I had already spent over an hour on the phone today, their only response was to send an email to a generic email address.

Since Jet Blue prodded itself up to one of the friendliest airlines flying my whole family has made it a point to use their service, from day #1 it was incredibly passenger friendly, yup we even used the Jet Blue American Express card for everything, hell my wife & I have flown roundtrip from Boston to Sint Maarten 3 times just on points, and lately its been the carrier of choice to take the grand kids to Disney. But like all good things that we become enthralled with they have in my opinion consistently lost their credibility in the past 3 years with inconsistent customer service that now hovers on non existent and their pricing structures are no longer the deal we were used to. Yes Orlando is awful to deal with, TSA has added a new level of rudeness, try to ask a normal question and you are looked upon with disdain. The Jet Blue ticket counter in SXM is abysmal, they top the list for the most arrogant part time employees there. We flew back one time from SXM to New York, Kennedy and for the entire flight the front lavatories were blocked off by a service cart. We were told that the Pilot had food poisoning but when we landed the Pilot & Co-pilot were in the bus to the terminal next to us laughing about what happened. When we called JetBlue concerning the conditions in SXM and the 2.5 hour delay they offered us a $25 credit, stick it. Recently a friend flew back to Boston from Ft. Lauderdale and when she checked in she was told that she didn't make a seat choice when she booked and all that was left were extra legroom seats for $65 extra ONE WAY. Hello Southwest

Interesting you say that about the pilot and the lavatory. For at least the first half of our flight from Orlando to SJU, the front lavatory was blocked off by a service cart and the pilot or co-pilot eventually emerged. Weird.. That didn't even register with me other than a minor annoyance, until you said that.

Personally, any problems with JB we've had in the past have always been reconciled within a few hours. We even got a rebate/refund on the flight down this year, as the Direct TV did not work for the last 1/2 hours. Can't complain about a $30 refund that went into our JB bank.
We've flown JB for a number of years, and whatever problem we've had they have always made it right. Always helps to shower them with kindness and realize that the employees only go with the information that they are given from superiors. Life is too short to quibble over $10.

NO, it is not a matter of $10. It is the principle--they charged me for a service they did NOT provide and I specifically paid EXTRA for AND they charged me twice to check a bag. All I want is back the money I spent. H*ll, don't know how I overspent by $25 and can't get that money back and you complain about no Direct TV and get more money back than I was double-charged for??? What's wrong with this picture?

I will vouch for the fact Chicago does have the "even more speed" line with JB but it is not with the rest of the security. We were told we would have to go to a different security area much removed from where we were at. We opted to stay where we were, mainly because we were already moving through the general security line when we found that out. I did purchase the extra space seats, and the plus to that is they don't allow anyone else to use the luggage space above your seats then. That is one draw to purchasing the extra space seats just before a flight, when you could have luggage issues. We also went through San Juan, a slight delay due to a sick flight attendant on the way down, and waiting for a replacement. But I will mention we had a much different experience, because we flew in on a Tuesday and left on a Friday a week later. I really am done with those Saturday to Saturday flights, those are stressful flights. We were treated very well with both JB flights, I am sorry they are dropping the San Juan to SXM flights in May 2016. They may be busy from San Juan to SXM on Saturdays, but both the Tuesday and Friday flights they were half full at best. Also, I also think they are using much newer planes than AA for SXM trips, at least that is my experience.

If there was a different security line at Orlando, the security people certainly didn't tell me about it and neither Jet Blue gate attendant contended that there was a separate even more speed line somewhere else. Their only response was to call 1800jetblue and get my $10 back. It's not about the money, it's about paying extra for a service they didn't provide and then paying twice for the same bag. I will call them again tomorrow.

As far as how busy the flights were, I actually flew on a Friday and a Wednesday and all flights were basically full, although it was Heineken Regatta weekend. Security in Orlando is always a zoo, it doesn't matter when you fly. As far as Jet Blue planes, they definitely have nicer planes than AA, but their website is a nightmare.

I have to agree but AA has and is upgrading their fleet.

Carol I had posted here that twice in Boston I'd purchased the more speed and watched other people pass us in TSA lines. When I complained I was told by TSA not JB that JB pays for an agent to be dedicated to their expedite people and sometimes it goes slower and you're better off not having it because you then have a choice of many agents. So I don't buy it anymore.

When I complained to JB and let them know what TSA had said they quickly refunded my money no questions asked. So the one agent thing must be true.

I think when a trip goes bad it's bad all over. We just arrived JB and it was flawless. I too had booked in July and "got the glitch" but when I called JB not only was all corrected but I asked if it was possible since my seats had fallen out of the system, could I change to the earlier flight with no charge. The rep was very receptive without checking with a supervisor.

Flight down arrived 11:45 instead of 12:12 all went smoothly. But now I worry about the return.

There is a "pre-check" line at Orlando for sure.

Well, TSA pre-check, for sure.

I always wondered how an airline could allow someone to pay for expedited security, and this makes more sense, although it's still not logical to me. When you purchase "even more speed", do you actually get the same screening as TSA Precheck travelers get, i.e. keep your shoes and jacket on, and no removing of electronics and liquids from your bags? It just doesn't see right that these security shortcuts can be purchased.

I know that people can purchase TSA Precheck, but I assume that there's some vetting done before that's granted. Of course, we all know what happens when we assume.

No. Some airlines at some larger airports have a separate TSA screening line for their 'priority' customers. An example is American, whose Priority Program is explained here. I have seen the priority security lines at O'Hare. The lines are shorter, but the screening is the same as non-Pre-Check screening.

Correct, it's just a quicker line until you get to security, then it's the same

Kim, I changed my post because my first one wasn't clear. At O'Hare AA has a separate TSA security line for their priority customers.

A quicker line UNTIL you get to security? That makes no sense at all. You're talking about where you first show your ID? That's dumb. That line is always extremely short. Is that what I supposedly paid $10 for? ...when I walked straight up to the person that I handed my ID to?

I have now received an email from Jet Blue with a $25 refund, which stated in part..

"In reviewing your reservation, the ticket listed in our system shows a Blue Fare purchased with True Blue points. However, we can see from your scanned reservation that it clearly states you purchased a Blue Plus fare. It is unclear why this was incorrectly printed with your itinerary, but we can understand why you would be confused when you were asked to pay for your checked bag. Please accept our apology for the difficulties this caused." Confused?? Confused, no. Ticked, yes. So, got my money back and I doubt I'll be flying them again soon.

Regardless, anyone flying on Jet Blue, make sure you take the receipt showing you paid for checking a bag, so you won't be "confused" like I was...

What about the $10 you paid for "Speedy service"? Guess they are " confused" about that! <img src="http://www.traveltalkonline.com/forums/images/graemlins/duh.gif" alt="" />

I got that back yesterday, in the first of my phone calls, before they disconnected me.

At times at least JFK - the line to security can be a 20-30 minute line - JB extra speed takes you to the front of that. That's all it is. One time I had it but my friend has TSA PreCheck so she went to her line. I was through first. Go figure. But at times it does save time. As far as MCO - that's a disaster all the time!!

ok

Carol, what a nightmare. I was going to suggest, if you had not received your money back yet, that you should take it to twitter. They seem to be *very* responsive to twitter (ie public) complaints about their service.

Got my money back now, thank goodness.. I was afraid they were going to try to give me a Jet Blue credit or something.

We did not purchase pre-check nor do we have global entry which includes it. Yet both of our boarding passes were stamped expedite or something like that and we just walked thru gentleman told us just empty your pockets. When I asked should I remove laptop from case his answer was "this is your lucky day, just empty pockets no need to remove shoes or jackets."

Don't know how that happened but it was a pleasant surprise---and at no extra cost to us.

Pre check is not included in Global Entry nor is it a guarantee but it is usually given.

Pre Check helps you get through security and INTO the gate areas quicker and with fewer hassles upon departure...both domestic and international.

Global Entry helps get you through Customs and Imigration and out of the airport quicker and with fewer hassles upon arrival...from international travel.

Similar, but Distinct...

The following is from TSA website:

The Transportation Security Administration's (TSA) PreCheck allows for expedited airport screening at TSA checkpoints in specific airports. Global Entry members are eligible for TSA PreCheck benefits.
I interpret the above, that is included with Global Entry.
I'll find out in a couple of weeks when I go to PHL for my interview.

Regards,

Dave

I have had GE for three years and flown MANY flights. All have had pre-check marked on the boarding pass...ditto my wife

MCO security is the pits. They don't have priority lines for flyers with airline status or first class tickets, at least not in the domestic security lines.

In Jet blue's defense, my cousins are currnelty on island. The had a death in the family (a sister-in law) and Jet Blue changed their return flight (date and final destination city) w/o charge.. it did take some discussion with a supervisor, but they got it done

I agree that charging for something that does not even exist and assuming you will file for a refund is just lame. I think it is a website issue with it not being airport specific and just a general offering for ALL booked flights.

I will add that what would upset me more would be on some airlines the seemingly common changing of a non-stop flight to one with stops or changing a flight to being non-existent.

If I had to choose an airline with one of the above potentials...I would choose the bogus $10 one...more of a PIA than whole trip changing

Jet Blue's website has some SIGNIFICANT issues, for sure.

Airlines changing itineraries is a totally different situation than this to me AND if you have a significant change in your flight, you do have the right to cancel without any penalty and get your money back.

"Eligible" is the key word. Doesn't mean included or guaranteed. I have GE also and during the interview it was stated that it's not a guarantee.

TSA pre is for domestic flights or going through a domestic airport departing or arriving from a foreign country at the domestic airport. Doesn't help in a Foreign airport such as SXM on departure.

Eligible means that you are able to receive the benefits of TSA PreCheck. Once your Global Entry known traveler # is entered on your reservation, you get the PreCheck on your boarding pass. There is no need to sign up for both Global Entry and TSA PreCheck.

Agreed.

That is true. But you still need to realize that PreCheck is not guaranteed for all GE passengers. Yes, you usually get it, but it's random, and in some cases you do not.

Your exactly right.

It is my understanding that your known traveler # on your reservation gets you precheck on your boarding pass. The airlines do not differentiate between types of known traveler #'s.

See this chart- https://www.dhs.gov/comparison-chart

But, we are dealing with government programs, so no answer is ever definitive.

Fortunately, my wife and I have always had precheck on our boarding pass since we got Global Entry.

Now that you have my curiosity up, I checked the website for the airlines I fly the most (American and Southwest) and both say that Global Entry gets you PreCheck.

I'm sure I have jinxed myself now and will not get it the next time I fly. <img src="http://www.traveltalkonline.com/forums/images/graemlins/Wink.gif" alt="" />

We were told at our global entry interview that precheck was not guaranteed, that it was random. We have had a couple of times where one of us got precheck and one didn't, so have verified that it is, indeed, random.

The GE and KTN matters will always be a mystery to me. We generally fly AA but every so often we use JB and occasionally Delta, none of which do we have any status so I know that's got nothing to do with it.

Neither my DH nor I have either GE or a KTN, and yet, as infrequently as we fly - generally only two to four times a year if that - I always get that most coveted and hoped for 'pre-check okay' on my Boarding Pass. John never does. And that said, I seriously hope I haven't jinxed myself on that score.

But over the course of the past few international trips I've asked those in charge at the various C&I desks why that might be the case, and each person I've spoken to has given me a completely different reason, and being that it's a government program in the first place, that makes perfect (non)sense to me. Just sayin'..... <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" /> <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" />

You’re both correct sort of…..GE provides you with all the benefits of TSA Pre but…..neither GE nor TSA Pre guarantee expedited screening as per the TSA website “TSA incorporates unpredictable security measures throughout the airport and no passenger is guaranteed expedited screening.” So with GE you are just as likely to receive expedited screening (or not) as you are with TSA Pre.

In other words, we didn't do anything wrong, you just misunderstood. Blame YOU for THEIR mistake. Typical of a company that has absolutely no clue what real "customer service" is.

I found it an odd choice of words, for sure. No airline seems to have good customer service anymore.

Correct...they know, in most cases, they do not have to compete for business anymore so it has become a "take it or leave it" attitude. So, if there ARE choices, then just pick the "least bad"....there is no "best"

If I was Jet Blue I would not want to provide sub-standard service to someone who administers an international web site.

Regardless of the situation, in SXM or elsewhere, we never tell people that we run this site, for the purpose of gaining any service or perk not given to the public at large. Other than in situations where people already know who we are, we never say who we are in a restaurant situation up front. Sometimes when we pay the bill, we will put one of our cards in with the check.

But Carol, you guys are YUUGE!

There is at least one other person who runs a SXM related website who touts how they are so YUUUUGE when dealing with various businesses down island. I personally find that unseemly.

I agree - he gets a little carried away to say the least - very different from how you guys have done it. I do think that a number of business owners on SXM owe a lot to your site and know it - nothing wrong in being YUUGE with them.

Seems you went through a lot of aggravation for a few dollars.

It was $35 altogether, which is a decent amount of money. But I went through a lot of drama because of the principle that I was not going to let them get away with it.

Carol,

I'm sure, like too many of us, the issue of $35.00 was really not the main issue here and it was most likely the fact the big old airline was once again taking advantage of the little guy who, all too often, DOESN'T bother to fight back over such a meager amount. And from another point of view, the $35.00 is at least a round or two of drinks or a light lunch somewhere so better in the little guys pocket than in the airlines coffers when they're absolutely NOT entitled to it in the first place. <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" /> <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" />

Pat--absolutely. Many people would not bother to call them on it and they should not be able to get away with it. It's not the money so much as the principle.

All airline are the same at times . My daughter and husband left for Rome this past Sunday on AA from Philly they still have not received there bags , AA said there were left in Philly and would be there the next day not so never left until Thursday one bag to London the other still in philly . Now they are in Florence AA said one bag should get there Saturday and expect a phone call to set up the delivery , sure I would not bet on it the other bag who knows where the are sending it . The philly to Rome is a everyday flight how hard would it be to place the bags the next day so they could have them and not spend all this time on the phone . On this one AA could care less about there customers , what a way to ruin a great vacation . Moral of this is don't expect to much in this day of speed an greed all they want is your money little service