I am upset with JetBlue

[Girlie1]

First off I want to say that I always fly Jet Blue and have always been pleased with their service. This issue may sound trivial to some but I am still a bit peeved.

I went to check my reservation for our upcoming trip from 11/23-11/29. I bought these tickets back in April on the 1st or 2nd day they were out and was able to get seats in the front of the plane for my family to sit together (Row 7). Since i bought the tickets, I called back 2-3 times since the price went down and I got a credit put into my True Blue account for the difference. I think that is a wonderful service that they offer but everytime I called it seemed like there was a problem and it took at least 25 minutes (and one time almost an hour) to get the credits into my account. The credits were substantial (on the way to MCO it was half of what I paid for it x 4 people).

Anyway, I checked tonight and noticed that our seats are now at the very back of the plane Row 23 So I called up and was advised that when I called up for the price adjustment on 11/5 somehow the person that was helping me wiped out the seats and never gave me new ones On 11/10 someone realized and put seats back in for us but at that point all that was left was way in the back. Apparently between the 5th and the 10th someone scooped up my good seats. When I called there were no other seats together other than in the exit rows /extra leg room and we can't sit there because I have two kids. She apologized and said that there was nothing she could do. I asked her if because I got a really good deal on the seats that I got sent to the back. She assured me that was not the case. In any event it looks like I will be stuck in the back I will check again when I check in and maybe they can do something for me but I won't hold my breath.

At least I will be on my way to WDW

 

[Detailor]

I don't think that the change is trivial but I do think that this type of thing is more likely to happen when a passenger makes a change. Unfortunately it's like any other customer transaction - sometimes you get experienced, detail-oriented people taking care of you and sometimes you get someone who seems to be doing a good job but makes a error here and there and other times you get someone who just doesn't care. Sounds to me like you got the middle option CSR.

No reason for you to have thought about it this time but I bet that the next time you make a reservation change you'll ask the CSR about your seating assignments.

Sorry that this is the start for your vacation but you're right - regardless of where you sit on the jet, you'll be heading for Florida and Disney. Enjoy!

Dick Taylor

 

[SnackyStacky]

Well - the good news is that rows 1 - 6 are held. I don't know when those are assigned.

I would call as you get closer to the date of departure. I have no idea how those first 6 rows are assigned or when, but they're held for a reason.

I know this doesn't help you now, but for anyone else who may reading this - always double and triple check your confirmations after making a change. This same thing happened to me. Mine was worse though because when they modified the price, they put me on different FLIGHTS!!!!!!!! And the worst part is that I didn't notice until we left. They had adjusted my connecting flight and I had about 5 minutes at JFK to make the change. They were able to do it for me.

In the meantime, call and ask for a supervisor. jetBlue has ALWAYS been VERY willing to work with me. I don't think they'll be able to give you those seats, they may be able to do somehing else for you in the way of credits for future travel. I have ALWAYS gotten the impression from jetBlue that they genuinely care another and appreciate their guests.

Good luck! And in the end, irrespective of your seat on the plane, you'll be at Walt Disney World.

Have a great trip.

 

[Girlie1]

Thanks for the quick responses. The funny thing is that each time I called I asked the person I was speaking to if my seats would change and each time I was told everything would be the same, that it was just a price adjustment. I think I checked the first time but neglected to check again until today. My bad If rows 1-6 are held, maybe they can help me out when we check in. AS long as we are seated together everything should be fine. My biggest concern is that my DS6 is autistic and usually things work out better for us when we sit in the front. Not quite sure why.

 

[SPBendersky]

We have had several bad flying experiances with five trips. Two with Delta, one with Jet Blue on that infomaus day at JFK, one on Spirit Airlines, and last October with Virgin America.

All reputalble airlines. When you kool down spend some time and compose a to Jet Blue Brass. Note the problem and disatisfaction with what has happened and that you do have options when you fly. Be practical, nice and sincere. We have gotten refunds for our airfare and free travel for all, each and every time. It is tough to bite the bullet during the situation, but we have found the companys to be fair.

Good Luck.

 

[DisneyNutMary]

I have a silly question, please don't get annoyed, but what is the big deal sitting at the back of the plane? As I recall, the whole plane arrives at the same time.
I have sat at the back of the plane many times on JetBlue... loved getting on first, b/c at both JFK and MCO they load back to front, and even at the times we were near the last off the plane, we still had to wait for luggage and rental car, or on the trip we used ME, we had to wait for the bus to fill up. The delay in travel between row 7 and row 25 is so minimal as to be non-existent.

 

[DisneyNutMary]

We have had several bad flying experiances with five trips. Two with Delta, one with Jet Blue on that infomaus day at JFK, one on Spirit Airlines, and last October with Virgin America.

All reputalble airlines. When you kool down spend some time and compose a to Jet Blue Brass. Note the problem and disatisfaction with what has happened and that you do have options when you fly. Be practical, nice and sincere. We have gotten refunds for our airfare and free travel for all, each and every time. It is tough to bite the bullet during the situation, but we have found the companys to be fair.

Good Luck.

Are you suggesting the OP write to the airline and possibly expect a refund because the seats were changed? Especially after the reservation changed at the request of the OP to save more than half her original fare?
I think the company was more than fair by crediting her True Blue account when the fare dropped, she still has seats on the plane, who cares if they are in row 23? At least they are not on the wing!!

 

[DebbieB]

Yes, the whole plane arrives at the same time but the people in the back might be getting off 10 to 15 minutes later.

I doubt that it was intentional. You really have to watch your reservation like a hawk. It happened to me with Delta this year. We had seats in the 3rd row of coach, we were connecting in Atlanta so I wanted to be able to get off quick. They changed the schedule and we ended up in the back! Row 43 of a 757, I've timed that before and it took 15 minutes to get off. Luckily I caught it and there were still seats in the front of coach and I moved us back.

 

[disfan07]

I have a silly question, please don't get annoyed, but what is the big deal sitting at the back of the plane? As I recall, the whole plane arrives at the same time.
I have sat at the back of the plane many times on JetBlue... loved getting on first, b/c at both JFK and MCO they load back to front, and even at the times we were near the last off the plane, we still had to wait for luggage and rental car, or on the trip we used ME, we had to wait for the bus to fill up. The delay in travel between row 7 and row 25 is so minimal as to be non-existent.

I agree with you. The only time that we really care about where we are sitting is if we have a short connection (less than an hour). But our connections lately have been at least 1 1/2 hours so an extra 10 minutes is no big deal.

I figure...I'll get there when I get there as long as I get there. It's just another one of thoese things that soem people think is a big deal while others dont really care and kind of just go with the flow.

I just dont understand how the extra 10-15 minutes is a big deal if you dont have a connection to make.

 

[crzy4my2]

WOW.. We will be using Jet Blue for the 1st time and I had no idea they credit you if you call.. I just looked and the same flights are now $600 MORE(total, family of 4) I guess I wont be calling..LOL..but that's good to know.

We wanted a direct flight and Delta was too much, and I will NEVER fly American again. When I think back I wish I wrote to them because I think it would of just made me feel better then to still be PO about it 2 1/2 years later..Live and learn.
We had connecting flights from Orlando to Miami, Miami to Boston. After sitting on the American Airlines plane waiting for take off PAST the time our connecting flight took off, they finally told us that they were having "paper work" issues and that we had to get off the plane and try to get another flight to our destination... so about an hour later we get to the front of the line to try to get home to Boston and they announce that we all have to get back on this plane to Miami or we will be considered "missing" the flight and they wont do anything to help us after that .Sooo the 9 of us get back on and head to Miami. we get there and now DH is trying to get us on a 9:50pm flight to Boston BUT they only have 5 seats (it is about 5pm) they tell the 4 of us (me, dh, DD4 and DS6) that we wait standby. While we waited DH called customer service to find out they had 4 1st class seats available. We approached the counter to tell them, the rep tells me that we couldn't have those seats, they were for customers who wanted to upgrade. I was like wait a minute, we missed our connecting flight because of YOU(as a company) not our fault, nope, wouldn't let us have them...we were told if we couldn't get on this flight,they would put us up over night and give us a 6am flight to NY, THEN a flight to Boston from NY. so they start loading the passengers, we are standing near the gate. As the other 5 people in our group board my 4 and 6 year olds are hysterically crying "please don't leave us" AND "We want to go home" I start crying. We tried to explain that we would get home but maybe not on this flight, they were not hearing it.
So they upgrade those 4 people and tell us we can board. There was so much confusion and people in the aisles. I put my bags down and turn around on the plane, I look at my DH and ask him where the kids are?? I thought he was sitting with them, and me alone, That's what they told us was going to happen. My 4 yo is sitting between 2 strangers in the back of the plane(this is were the flight attendant took her) and my 6yo 2 rows behind DH. I was like your kidding right! So two VERY nice woman sitting next to DH switched places with my kids so DH could be with them. The only positive thing with this flight was the other passengers..I think they all felt bad because they witnessed my kids meltdown as they were boarding the plane.
our whole ordeal started with us checking out of POR at 11am and heading to the airport, and ending at 2am the next day
that's why we are doing a direct flight this time, it's a 3 hour flight!


wheew..I do feel better now that I wrote that out

 

[n2mm]

OP, that's too bad. Sounds like you did everything right by asking if your seat assignments stayed the same. I do credits often and always ask if our seat assignments changed and then I go online and check my flight to make sure....!

You really can't fault Jetblue, because one person made a mistake. I really like Jetblue and have always found their customer relations folks to be outstanding.

At least you guys are all seated together and that's what's really important here. Just think you could have gotten to the airport to find you are all over the plane and that would have been horrible with your child who needed you.

I call this a lesson learned. Next time take a minute to go online and double check those seats.

 

[goofy4tink]

I know that when I call about anything, regarding any flights, I always go back online as soon as I hang up the phone, and check to see that everything is the way it should be. Seats are notorious for being changed or deleted, especially when calling to get a credit. I've been told that they actually have to cancel the first reservation and then make a new one...way too much room for error in my opinion.
I do know that I chose a seat in row 3 heading down to WDW....and JB changed the flight departure time by an hour, and my seat go moved back about 4 rows. I'm traveling alone so it's not a big deal, but it shows that 'stuff' happens.

 

[jlewisinsyr]

All the more reason to do the credit transaction (change) online instead of calling. Someone mentioned the front rows of the plane, those are not held on JetBlue, those are Extra Leg Room seats and are fully bookable by anyone (only Exit Row Extra Leg Room seats have restrictions).

As for Jet Blue, it happens and although I'd be disappointed if this happened to me, as long as it didn't impact my ability to catch a connection or similar, it would be trivial and I'd just accept it.

 

[AlexDurrani]

I think if we read the fine print on the ticket agreements we probably will find some off the wall note that says that the seat assignments are requests and subject to change at the airline's need. Sorry drew a blank on the word I wanted to use there but you get the gist.

When ever I travel with my family together (seldom as it is) I never get the same seats I requested online when I bought the tickets and completed the online information. Airlines have a tendency to move people around whenever they feel like it. I actually had a GA at the airport while printing my BPs with my family actually change my seat without asking. After making a bit of a fuss about it and telling her that there was a reason why I was seated in a window seat while the rest of the family couldn't sit next to me, they most of the time make the changes back. I have had one GA completely refuse saying the change was permement once the BP was printed. I escalated it to a supervisor who ended up upgrading me to FC because it was the only way I can get a Window seat now. That was a foreign airline so don't make the assumption that it will happen here in the States.

 

[Missytara]

I don't think that the change is trivial but I do think that this type of thing is more likely to happen when a passenger makes a change. Unfortunately it's like any other customer transaction - sometimes you get experienced, detail-oriented people taking care of you and sometimes you get someone who seems to be doing a good job but makes a error here and there and other times you get someone who just doesn't care. Sounds to me like you got the middle option CSR.

No reason for you to have thought about it this time but I bet that the next time you make a reservation change you'll ask the CSR about your seating assignments.

Dick Taylor

This is not necessarily true.

In May, I booked my flights with Airtran and paid the $6.00 each way to pick my seats.

I was checking periodically and noted the flight number had changed. I called Disney to note it on my reservation because it was my departure flight and would be imperative that ME got the information.

It kept nagging at me and nagging at me, so about a week later, I checked my reservation on the Airtran site. It showed the seat I picked on my return flight as reserved, but it showed "???" under the seat number for my return flight.

I called Airtran immediately and I did not have a seat assignment coming back anymore, nor was I credited for the seat I did pick and pay for. And that seat I picked was no longer mine.

Their explanation was that even if they make a single change, like changing the flight number itself (not the time or date or anything else) from 491 to 490 - they roll all the information onto a new computer account and my seat assignment did NOT roll over, and there was no explanation for it. I was lucky that I did call; because I hadn't even received an e-mail saying the flight number had changed; and two weeks out from that flight and it is almost full. I may not have had a seat at all when I got to the airport.

 

[SnackyStacky]

Are you suggesting the OP write to the airline and possibly expect a refund because the seats were changed? Especially after the reservation changed at the request of the OP to save more than half her original fare?
I think the company was more than fair by crediting her True Blue account when the fare dropped, she still has seats on the plane, who cares if they are in row 23? At least they are not on the wing!!

No, that's not at all what I suggested.

What I suggested is calling and letting jetBlue know that she's disappointed with their service. First and foremost because in my dealings with them, they LISTEN and take the criticism to heart to try and improve their service. Second - yes, they MAY do something for her. And I very clearly stated that they MAY do something for her in the way of credits of future flights; not that they WOULD do that.

Frankly, in the OP's situation, I'd be upset as well. It doesnt' matter what the reasons are for wanting those front-of-the-plane seats. The fact remains she did what she had to do to get them. She requested a lower fare, which is completely within jetBlue's own guidelines, and jetBlue messed up.

If I'm loyal to a particular company, I will let them know when they mess up. It hasn't happened often with jetBlue, but when it does, they make me feel like they've listened to me AND they have often gone above and beyond what they needed to do for me. That's why I keep going back.

And that's why I suggested the OP should call. Not because she or I would expect a refund - but because jetBlue may surprise her with it. Not because they have to, or not even because they should. But rather because that's just the kind of company that I, personally, find jetBlue to be.

 

[jlewisinsyr]

And that's why I suggested the OP should call. Not because she or I would expect a refund - but because jetBlue may surprise her with it. Not because they have to, or not even because they should. But rather because that's just the kind of company that I, personally, find jetBlue to be.

Ever hear of the little boy who cried wolf? Although I understand your position, sometimes it's better to just let the small stuff roll off and leave the complaining/complaints to when something more significant happens.

As others have mentioned, JetBlue (nor any airline) really guarantees seat assignments, assignments are requests and can be changed to due various reasons.

 

[kaytieeldr]

I think if we read the fine print on the ticket agreements we probably will find some off the wall note that says that the seat assignments are requests and subject to change at the airline's need. Sorry drew a blank on the word I wanted to use there but you get the gist.

It's not even necessary to read the fine print with Jet Blue. It's stated clearly on the seat selection page that 'seat selection isn't guaranteed'.

All reputalble airlines. When you kool down spend some time and compose a to Jet Blue Brass. Note the problem and disatisfaction with what has happened and that you do have options when you fly. Be practical, nice and sincere. We have gotten refunds for our airfare and free travel for all, each and every time.

Well, the OP could try that, sure - but to what end? See my response to Alex, just above; and they have seats on the plane, just not the seats they expected. For the record, generally the back wheels of the plane land first (at least, in a good landing ), so passengers in the rear of the plane arrive first.
eta: this poster cites getting a refund for the day JetBlue stranded its passengers in planes on the tarmac for multiple hours during severe weather several years ago; not in ANY way comparable to having one's non-guaranteed seat selection changed, and to encourage someone to attempt to benefit from an airline for this comparatively trivial matter is disingenuous.

Well - the good news is that rows 1 - 6 are held. I don't know when those are assigned.

Row 1 is assigned at the airport; it's for passengers with special circumstances, then if not needed general passengers are seated there. Rows 2-6 are Extra Legroom seats. It's not that they're held, it's that most of us are too cheap to pay the extra money for the extra room These, too, are assigned at the airport on the day of the flight if not already booked.

 

[KBoopaloo]

I am not sure if it is true that rows 1 through 6 are always held or always extra legroom on JetBlue. On our vacation to WDW two weeks ago we were in row 3 on the way down and row 5 on the way back. I chose my seats at the time of booking and did not pay extra for "extra legroom" seats. Maybe it depends on the type of aircraft?

I always try to get seats near the front of the plane, not because I get off faster once we land, but because I am a nervous flyer and prefer to be near the front. I get extra antsy in the back for no real reason other than I am nervous. LOL

 

[jlewisinsyr]

I am not sure if it is true that rows 1 through 6 are always held or always extra legroom on JetBlue. On our vacation to WDW two weeks ago we were in row 3 on the way down and row 5 on the way back. I chose my seats at the time of booking and did not pay extra for "extra legroom" seats. Maybe it depends on the type of aircraft?

JetBlue's Regional Jets only have Extra Leg Room seats in row 12. JetBlue does not utilize many RJ's, most of their fleet is Airbus A320's and have the Extra Leg Room seats in rows 2 - 5 and 10 - 11.