Follow-up on the issue with JetBlue

[mskayjay]

Please read the previous two threads before you comment on what I am detailing here.
http://www.disboards.com/showthread.php?t=2255660

I really wanted to let those of you who do travel a lot and understood what happened know that I did in fact contact JetBlue by email, detailed my situation, and how disappointed I was in JB. The response was from the general customer service group, not the group that makes the determination of the flight being eligible for handling the Bill of Rights that JB has in place. It was a response that basically restated each of my concerns with a response of "we are sorry that your flight was delayed....." "we are sorry the attendent was rude" "we are sorry.....etc etc etc....." It closed with "as a courtesy we are issuing two vouchers for $25 each to you and your husband".

Am I satisfied? No. It isn't the money, it never has been. It is the point that what they did was wrong, they have a BoR in place that they made a huge issue of creating and promoting, and as I said to them on the phone and in my letter, they are doing everything they can to not stand behind it. There was no reason for what happened to us that morning and they are still taking the stance (stated again in their response) that the fact that the initial delay was a weather issue, the flight is not covered under their BoR. So essentially, if you have a weather related issue on a JB flight at any time, they can totally drop the ball on almost every other area of customer service for the entire rest of your travel time related to that flight. Absurd.

Anywho, just wanted to let you know. And yes I know....no pixie dust here.

 

[AllyBri]

I appreciate you taking the time to post the outcome.

 

[kaytieeldr]

Well, if you want to try writing again:

Dear Jet Blue:

I understand that the original delay was weather-related. I really do, and I'm aware Jet Blue cannot control the weather.

However, what is entirely UNacceptable is subsequently being allowed to board a pilotless plane. then being forced to remain on that non-operating plane for over two hours before a pilot arrived. Because there was no pilot available, the plane could not be started so there was no ventilation.

Several items in Jet Blue's Customer Bill of Rights apply:

INFORMATION
JetBlue will notify customers of the following:
Delays prior to scheduled departure We were not notified of ANY delay until we arrived at the airport, despite Jet Blue both being aware of the delay in advance and having our contact information.
DEPARTURE DELAYS
Customers whose flight is delayed for 1-1:59 hours after scheduled departure time due to a Controllable Irregularity are entitled to a $25 Voucher good for future travel on JetBlue.
Customers whose flight is delayed for 2-4:59 hours after scheduled departure time due to a Controllable Irregularity are entitled to a $50 Voucher good for future travel on JetBlue. The flight's scheduled departure was 6 AM. A pilot finally arrived about 9:50 and the plane departed at 10:10. This is a 4:10 delay; therefore, according to the CBoR, each passenger is entitled to a $50 voucher.*

DELAYS (DEPARTURE DELAYS AND ONBOARD GROUND DELAYS ON DEPARTURE)
For customers whose flight is delayed 3 hours or more after scheduled departure, JetBlue will provide free movies on flights that are 2 hours or longer. Passengers on our flight were not offered free movies, despite the 3+ hour delay and the 2+ hours eventually in flight. (only if applicable, of course )

ONBOARD GROUND DELAYS
JetBlue will provide customers experiencing an Onboard Ground Delay with 36 channels of DIRECTV®*, food and drink, access to clean restrooms and, as necessary, medical treatmentDespite this ground delay, we did not have access to the 36 channels of DIRECTV®* promised in the Passenger Bill of Rights, nor were we offered food. In fact, all that was provided was water, i.e. not a choice of beverage (again, only if applicable).

Am I satisfied? No. It isn't the money, it never has been. It is the point that what Jet Blue did was wrong; you have a Bill of Rights in place which you make a huge issue of creating and promoting. As I indicated in both telephone conversations and via e-mail, it seems you are doing everything you can to not stand behind it.

*It appears, since you got two $25 vouchers instead, that there were two of you flying and JB applied the 1-1:59 delay policy?

 

[hygienejean]

Great letter PP!

 

[kaytieeldr]

Thank you.

 

[mskayjay]

Hi kaytieeldr! I knew you had been following this and would be interested in what happened!

Well, if you want to try writing again:

Dear Jet Blue:

I understand that the original delay was weather-related. I really do, and I'm aware Jet Blue cannot control the weather.

However, what is entirely UNacceptable is subsequently being allowed to board a pilotless plane. then being forced to remain on that non-operating plane for over two hours before a pilot arrived. Because there was no pilot available, the plane could not be started so there was no ventilation.

Several items in Jet Blue's Customer Bill of Rights apply:

INFORMATION
JetBlue will notify customers of the following:
Delays prior to scheduled departure We were not notified of ANY delay until we arrived at the airport, despite Jet Blue both being aware of the delay in advance and having our contact information.The response on the phone to this point was that they try very hard to do so but can't always do this and again, the weather!!! Why that plays in to them not calling, who knows. In the written response it literally says "we apologize that you were not notified of the delay". See what they are doing are saying that since problem 1 was weather nothing else matters! Fine, we're delayed 2 hours initially as I shared with you all dues to weather and the crew not being able to fly yet. Let's talk about what happened AFTER all of that!
DEPARTURE DELAYS
Customers whose flight is delayed for 1-1:59 hours after scheduled departure time due to a Controllable Irregularity are entitled to a $25 Voucher good for future travel on JetBlue.
Customers whose flight is delayed for 2-4:59 hours after scheduled departure time due to a Controllable Irregularity are entitled to a $50 Voucher good for future travel on JetBlue. The flight's scheduled departure was 6 AM. A pilot finally arrived about 9:50 and the plane departed at 10:10. This is a 4:10 delay; therefore, according to the CBoR, each passenger is entitled to a $50 voucher.* By their way of doing this katie, it was all weather related. At the very least, they should have then restarted the clock for an 8AM departure and based on how they totally blew it from there, issued vouchers for everyone and not made a use mess of it like they're doing!

DELAYS (DEPARTURE DELAYS AND ONBOARD GROUND DELAYS ON DEPARTURE)
For customers whose flight is delayed 3 hours or more after scheduled departure, JetBlue will provide free movies on flights that are 2 hours or longer. Passengers on our flight were not offered free movies, despite the 3+ hour delay and the 2+ hours eventually in flight. (only if applicable, of course ) Depends on how you look at it....initial leg was 1 hour to NYC, change planes in NYC to WPB for another roughly 3 hour flight. This part I honestly don't care about but I do get annoyed that they will issue on the spot credits of $15 or complimentary cocktails if your TV doesn't work because THAT is more important than sitting on the plane for over 2 hours for no reason.

ONBOARD GROUND DELAYS
JetBlue will provide customers experiencing an Onboard Ground Delay with 36 channels of DIRECTV®*, food and drink, access to clean restrooms and, as necessary, medical treatmentDespite this ground delay, we did not have access to the 36 channels of DIRECTV®* promised in the Passenger Bill of Rights, nor were we offered food. In fact, all that was provided was water, i.e. not a choice of beverage (again, only if applicable).
Ready? Are you ready for this one????? It was verbally stated during the call that this applies to the period AFTER you rollout. Well who is kidding who??? 99+% of the time, if you are in line to go and don't go, it is weather related so the point is moot! This is one of the points that is really getting me annoyed with them. If what we experienced was not in fact an unnecessary onboard ground delay, I don't know what is!

Am I satisfied? No. It isn't the money, it never has been. It is the point that what Jet Blue did was wrong; you have a Bill of Rights in place which you make a huge issue of creating and promoting. As I indicated in both telephone conversations and via e-mail, it seems you are doing everything you can to not stand behind it.You got it and I have said that to them over and over.

*It appears, since you got two $25 vouchers instead, that there were two of you flying and JB applied the 1-1:59 delay policy?

Yes two of us flying and they gave us NOTHING because of the written policies because it did not apply in our case. This was simply "As a gesture of goodwill, we have issued the two of you each a $25 voucher". So again, they are not admitting they did anything unprofessional here nor were they held to the standards of their own BoR.

Crazy I tell ya! Just crazy!!!!

 

[mskayjay]

I appreciate you taking the time to post the outcome.

Glad to oblige! I'm sure our little tale was not at the fore of everyone's mind but it drives me nuts when I read stuff on here and then never hear what the final outcome was.