Jet Blue Airlines Support Ticket - Rochester, New York

Created By:	dmwinter	Last Reply:	dmwinter
Priority Level:	[Low]	Status:	[Open]
Created:	1 month ago	Last Updated:	1 month ago
Department:	N/A	Replies:	0
Product:	Change reservation

My family and I wanted to take a trip to Disney in Fl this year. Looking at all the different carriers out there we had decided that Jet Blue offered the best combination of flight convenience and price (not to mention that we have flown with them prior and found the experience to be great). We booked our tickets in July of this year (for the trip in November) and decided at the time that we would pay the extra $35/person for a direct return flight from Orlando to our home airport. After about a month, Jet Blue sends an itinerary update that shows a change from our booked flights (the previous month). They had canceled the non-stop flight (for whatever reason) from Orlando and replaced it with a connecting flight (at a different time) via JFK. Now, this would normally not be a problem except for the fact that at the time of booking (in July) we had paid the extra $35/person to specifically avoid connections on the way home. When we contacted Jet Blue, about the issue and their response/excuse was: "Yes sir that flight was canceled, but we have moved you to another flight connecting through JFK". I then informed the individual on the phone that at the time of booking the cost difference between the direct and connecting was $35/person, and the Jet Blue should refund the difference between those flights (as if we had wanted to save $$ we would have booked that particular flight ourselves at that time). There only (pathetic offering) response/options were to give vouchers (vouchers are good for only a year) or cancel the flight and refund the entire cost (as if anyone who makes plans that far in advance can simply cancel an entire trip). When I asked to speak with someone who could perform the partial refund, I was told that they were the decision maker and there is no one else.

[Rant]

This of course isn't the fact, it's simply another way that airline companies attempt to stiffle, cutoff or otherwise confuse customers in order to keep your money. For those of us who don't travel often (maybe flying once every 2 years), neither of these options are viable. Airline companies prey on those who settle for vouchers, knowing that there is a good percentage of people who will never cash them in. It seems that airline companies believe that they are entitled to switch/change/cancel flights without regard to the customers travel situation. In these days of tighter belts do to poor economy we all have to watch where we are spending our money. I certainly don't have $175 to toss away because of an issue that Jet Blue has, do you? A company like Jet Blue would certainly not allow a customer to cancel a flight (without penalties), or accept a customer to pay with an IOU (which is the same as a voucher).

[/Rant]

The only other recommended path (according to the JB rep) was to write into the "Speak Up" Forum. As I was told this is a different avenue that can be used to get a refund (as these mysterious individuals are the only ones in the company that can review prices at the time of booking). When I asked to be transfered to that department, I was informed These mysterious people appear not to have names, a department or phones. Their only means of communications is the online form request and it might take up to 4 weeks to get a response (can you say stall tactic?). I submited a request (as suggested) and never heard back from them (ever).

(Four weeks later) I called Jet Blue back and talked to Ashley (Crewmember #97605). She also seems to be at the top of the customer complaint ladder (with no one above her). Interesting that there were two different people at Jet Blue that make all the decisions for refunds (one would think that would be the job of a VP not a customer rep). She gave me the same options as prior, with one small twist. She had indicated that Jet Blue had issued 5 x $35 vouchers to me (each in the name of the ticketed passenger). I found this hard to believe as I had indicated that I wasn't interested in a voucher and the fact that I was never contacted by anyone at "Speak Up". I reiterated the fact that Jet Blue chagned the flights without consulting us (which I can understand), not to mention the price difference. She conceeded the fact that: 1: Jet Blue cancel the flight without prior notification or approval, 2:Jet Blue would not allow someone to simply cancel a flight of their own accord without a penilty, 3: That Jet Blue certainly wouldn't accept a voucher written by a customer as payment for a flight, 4: That Jet Blue ignored the fact that I was not interested in vouchers (as noted in the ticket).

I am asking that Jet Blue due the right thing, take responsibility for the issues caused and refund the difference. I ask you, would you accept a car from a dealer under the following circumstances? Special ordered vehicle, ordered months in advance, and paid cash. You find out later, not only is the car the wrong model, but wrong color with non of the added options you paid extra to get. The dealer says: hey its a car (not the one you wanted) but look at the bright side we won't charge you difference (as prices just went up).

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