JetBlue cares more about money than you....
Written: Jun 13 '07
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Product Rating:
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Pros: They have cable TV, free potato chips, and soda!
Cons: All you get is cable TV, free potato chips, and soda!
The Bottom Line: JetBlue pretends to be “a customer service company that happens to fly airplanes." Actually they're an airline that PRETENDS to have customer service... Don't fly!
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| universalblurb's Full Review: JetBlue Airways |
I just had a terrible experience with Jet Blue and boy would I love to share it with you! Please forgive me if I ramble but I'm still so mad..... It deals with the passing of my mother-in-law. She had a very bad heart and limited time to live so we had booked travel arrangements June 6 - 11 to see her for her for her birthday (actually her b-day was June 13 but we weren't sure she would make it).
On May 29 we got a call that she was back in the hospital and the prognosis was grim so we changed the tickets to leave that day....JetBlue charged us $480 to make the changes. Sadly she died at the exact time we arrived - no fault of Jet Blue. We spent ten days in San Diego dealing with the hospital, mortuaries, choosing a casket, planning the funeral, etc. - it was a very emotional trip.
We finally rebooked our return flight for June 7 - a 12:50 flight....JetBlue charged us an additional $330 to make the changes. That's $810 in changes on top of what we already paid for the ticket! When I asked about any bereavement fares they said they didn't do that. I was not happy but what could I do - I had bigger things on my mind than a few hundred dollars savings....but it gets worse!
Usually I print my boarding pass at home but as I was at a funeral the day before leaving so I had no access to a computer. The day of the flight we got stuck in terrible traffic and arrived at the kiosk at 12:20. I punched in my confirmation number and out came a slip of paper that said "OOPS! Please go to the counter." I thought perhaps there was something wrong with the computer system. When I got to the counter the person said "We gave your seat away - you have to be here 30 minutes before the flight or we give give it to standby customers." "What?#$@!!!" Remember, they charged me an additional $ 330 for these prized seats!!! I paid extra to get on that flight and they went and sold my seat to someone else - but it gets better....I had the print out from Jet Blue with my confirmation number, price I paid and seat numbers. I read all the tiny print on the 2 page JetBlue printout and NOWHERE did it say anything about 30 minutes. I mentioned it to the the man behind the counter and he said that was their policy and there was nothing I could do about it. One would think if that is their policy they would print it on the page with your confirmation and seat numbers - it is QUITE an important little piece of information!!! After being dealt such a blow I must say that little "OOPS!" slip from the kiosk was really not as cute as they perhaps intended!!!
So Mr. Nice Guy at the counter says, "Sorry you were late. It's not my problem. That's out policy." I explained very calmly to him that we had just spent a very traumatic 10 days and just wanted to get back home to grieve.....He said he could put us on the 2:40....I wanted to go home and he's telling me I can spend 2 hours sitting in a boring airport with California Pizza Kitchen and McDonald's......I begged......he said no!
Well, when I got back to New York I went on their website in order to prepare my letter to Jet Blue. I wanted to gather all the necessary facts. At the bottom right of the web page written in tiny blue letters is a link titled "legal" which, when clicked, brings you to a series of PDF files. On the top of this list is "Contract of Carriage." On page 5 it says, "Passengers travelling without checked baggage must obtain a boarding pass twenty (20) minutes prior to scheduled departure." I had no checked luggage! I was there 30 minutes before!!! So I should have been allowed to board that plane!
The next day I called JetBlue to complain. When the reservation person answered I told her I needed to speak with her supervisor. She said perhaps she could help me - I said I didn't think so but proceeded to tell my story. When I was through she said "Sorry, I can't help you. Let me get a supervisor." Duhh!!! I knew it was over her head but I gave her the benefit of the doubt. My fault. I was then put on hold for 15 minutes!!! After cursing a little I hung up. I was stressed out, grieving....and now I was being put on hold!!! I found JetBlue to be incredibly insensitive, rude, and a first experience for me as a frequent traveller...they were actually smug. I have flown them many times but this time they screwed up, refused to admit it, and, of course, did nothing to rectify it. It's not about the money. It's the principal. It is the single WORST travel experience and perhaps WORST customer service I have experienced in 35 years of travel!!! And that's alot of bad experiences.
Jet Blue is just another airline in faux "customer service" clothing....It's not that much cheaper than the other airlines anymore either so you can guess I won't be flying with them in the future. They left a very bad taste in my mouth at a time when I needed some understanding. Instead I got just another airline that wants your money...so why not fly just another airline....I WILL.
Recommended:
No
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Epinions.com ID:
universalblurb
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Reviews written: 1
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