The Jet Blues

On Wednesday 19th July, my wife Carol and I arrived at JFK at 1:15 PM after a seven-hour flight from Dublin, Ireland. Our connecting flight from JetBlue at 9:45 PM was delayed. We finally board at 11:45 PM. The plane doors close, but the plane doesn’t move. At 12:25 AM the pilot apologizes for the delay due to “a paperwork problem.” At 12:50 AM the pilot announces he is leaving the plane as he will be “out of flying time under the regulations” on the way to RSW. We are told, “a new pilot is being sought.” At 1:30 AM the flight is canceled. On disembarking, a JetBlue employee states that JetBlue cannot provide hotel beds for the night but will reimburse up to $250 per passenger that requires one and food costs. Receipts will be required. Doesn’t know what alternative flight will be offered. Cheapest basic room in the TWA hotel located in JFK is $784. Overnight there. Then on Thursday, 20th July, take a taxi ($50) to La Guardia for a 2:00 PM flight to RSW that JetBlue has booked us on, which takes off on time. Eat in La Guardia.

Having recovered from the journey, I apply online through the Jet Blue portal for reimbursement of costs incurred. According to their published code, this should be no problem. 10th August application rejected. Jet Blue’s email wrongly asserts JFK flight was canceled “due to the weather,” the “disruption was uncontrollable” and not entitled to “compensation or reimbursement.” No mention of faulty paperwork, assigned pilot running out of time, or what disembarking passengers were told. It is a “no reply” email, so I cannot respond. Over the next week, approximately five hours of our lives were wasted online and by phone with Jet Blue. On 17th August, made a formal online complaint to Department for Transportation as Jet Blue was clearly in violation not only of their own code but also that of the Department. Advised that due to the volume of complaints may take some weeks before complaint addressed. Wonder how many other passengers to RSW on 19th July were similarly treated by Jet Blue and whether they were happy to be told when their valid claims were rejected, that they are “truly appreciated” as “JetBlue customers” and that the airline “appreciates the opportunity to assist” them! PR bull speak does not remediate dishonesty and treating passengers with total contempt.