JetBlue changed their policy today

[goofy4tink]

LOL
Americans tend to notice only one thing when it comes to booking airfare. The price.

Then later when they want to change they have a fit over change fees

I have no issue with a 'change' fee. I pay them all the time. But this isn't a change fee, at least not technically. It's a fee to get a credit...now that doesn't make much sense. I really doubt all that many people were calling JB and asking for their $12 credit. But, I did. And I was on the phone when my flight from Boston to Seattle went down by close to $100!! Double that for both myself and my dd and I now have almost $200 sitting there. That's a sizable chunk of change.
I primarily fly JB. I can sometimes find lower fares elsewhere. But I like JB. I like that I get in seat entertainment, that I get my first checked bag free, and yes, that I can call and get a credit if my fare goes down. I like their flight times...they usually fit my schedule quite well.

But, I'll be darned if I'm going to be treated like a second class citizen because I booked early on! So, I plan ahead, I book my air as soon as I know I'm flying. But, someone who hasn't planned, or who found they were flying out later, now gets a lower fare than I do? For the same seating area? I don't feel that's right. So, I guess I have to now wait until up to the last minute to book my air since I don't want to be paying a lot more than others. Nope. All things being equal, I will fly JB. But, if I am going to get a better deal, better flight times, or whatever from a different airline? Then, I'm going where I get the best deal. Those of us that fly one airline primarily aren't getting treated as valued customers. Only those that pay fully refundable fares are considered valuable. And I'm sorry but my airfare is coming out of my family budget...not being paid for by a big corporation. So, I want the best deal I can get. And if that means watching the airfares and calling JB when I see that my flight went down, and I can get a credit? Yep, that's what I want to do. But not anymore. So....I won't be as discriminating in my flight habits.

 

[Fantasmic303]

We used to fly almost exclusively JetBlue, unless the flight times really didn't work for us. Even if it was a little more expensive, we liked the flexibility of credits and the service we've had always had. That changed in the last year, after three bad experiences in six months.

The tipping point was in May when our flight to Vegas was cancelled VERY late (we were waiting at the airport when they just...cancelled it, reportedly due to lack of space on the runway). There were a lot of factors that played into my reaction to it (and I wrote a very strongly worded letter to them after that trip), but one of the things that was really infuriating was that they told us they would not try to get us rebooked on another airline (with flights that day) because they did not work with them. Basically, the manager said to me that JetBlue is able to offer the fares they do by being independent - they don't "work" with any of the legacy carriers. They also offered no compensation - including food or accommodations - but that's another issue entirely.

Anyway, after that trip, I wrote and told them how disappointed I was with the customer service after being "TrueBlue" for so many years. We booked our next trip on Southwest (last month), and I was VERY happy with the experience. I can't say I'll never book with JB again, but this latest change will make it a lot easier to consider other airlines, and Southwest in particular.

 

[PlutoPony]

We booked our next trip on Southwest (last month), and I was VERY happy with the experience.

Hate to break it to you but SW has the same policy of not rebooking customers on other airlines. They don't have interline agreements with anyone. If you want more options in an irregular ops situation, booking on a legacy is probably your best bet

 

[kaytieeldr]

I have no issue with a 'change' fee. I pay them all the time. But this isn't a change fee, at least not technically. It's a fee to get a credit...now that doesn't make much sense.

You know I'm afraid - error, hate - to disagree with you... but the reservationists processing the credit are actually cancelling your reservation and rebooking it at the lower rate. We may not consider it a change, but jetBlue does. I'm not defending this policy adjustment at all, just explaining the process.

 

[goofy4tink]

We used to fly almost exclusively JetBlue, unless the flight times really didn't work for us. Even if it was a little more expensive, we liked the flexibility of credits and the service we've had always had. That changed in the last year, after three bad experiences in six months.

The tipping point was in May when our flight to Vegas was cancelled VERY late (we were waiting at the airport when they just...cancelled it, reportedly due to lack of space on the runway). There were a lot of factors that played into my reaction to it (and I wrote a very strongly worded letter to them after that trip), but one of the things that was really infuriating was that they told us they would not try to get us rebooked on another airline (with flights that day) because they did not work with them. Basically, the manager said to me that JetBlue is able to offer the fares they do by being independent - they don't "work" with any of the legacy carriers. They also offered no compensation - including food or accommodations - but that's another issue entirely.

Anyway, after that trip, I wrote and told them how disappointed I was with the customer service after being "TrueBlue" for so many years. We booked our next trip on Southwest (last month), and I was VERY happy with the experience. I can't say I'll never book with JB again, but this latest change will make it a lot easier to consider other airlines, and Southwest in particular.

I would have done the same thing! According to the CoC, the airline has taken your money and then agreed to get you to a specific destination, on a specific day. I get that they can change flights or seats, but not departure days! They should have compensated you. I would have had that CoC in hand and screamed bloody blue murder!

You know I'm afraid - error, hate - to disagree with you... but the reservationists processing the credit are actually cancelling your reservation and rebooking it at the lower rate. We may not consider it a change, but jetBlue does. I'm not defending this policy adjustment at all, just explaining the process.

Damn, I was hoping no one would bring up that 'technicality'!!! Leave it to you. Yep, they do cancel the original ticket and then reissue it...so it is 'technically' a change. But, you are on the same flight, same seat. I really feel that a true change would mean changing the flight, but the airlines tend to not ask me my opinion!
I stand by my opinion though.....they are giving me a credit, to be used only with JB. If I'm going to be penalized for booking early in order to get the flights I want, then I may have to look at other options. That really levels the playing field for me. Yes, I like having in seat entertainment, but all things being equal? I can bring my iPad and entertain myself!!! Or sleep. But, I'll be damned if I'm going to continue booking early and then pay more than everyone else! I'll start playing the waiting game and then book with the airline that gets me the best flight times at the lowest price. The airlines no longer do anything to repay customer loyalty...you have to fly thousands of miles every year in order to get any special treatment anymore. I fly about 4-5 times a year..more than most. But the airlines don't think I fly 'enough' to warrant anything special. So....I will go where I get what fits my needs the best.

 

[Lewisc]

I would have done the same thing! According to the CoC, the airline has taken your money and then agreed to get you to a specific destination, on a specific day. I get that they can change flights or seats, but not departure days! They should have compensated you. I would have had that CoC in hand and screamed bloody blue murder!

The CoC should give the poster the right for a refund. The poster could have booked air on another airline. Same day fare on another airline, if available, would undoubtedly cost more then the refund.

Compensation isn't owed under many conditions such as weather. Airport polices aren't under the control of Jet Blue. I doubt CoC requires any compensation.

Best bet is to see if the cancellation qualifies for compensation under Jet Blue's customer protection policy.
http://www.jetblue.com/flying-on-jetblue/customer-protection/

 

[Fantasmic303]

Thanks for the responses, but I assure you that the rebooking issue was the heaviest straw after a very unsatisfactory experience. After explaining the situation in my letter, JetBlue did attempt to compensate. I know there are people who will argue about what our rights are in regards to compensation, but I do think that an effort should be made to at least make a customer comfortable when you can't do anything to correct whatever went wrong.

In regards to SWA's policy, I hope I never have to worry about finding another way to my destination. However, that's part of my original point - one of the benefits of the "low cost" carriers has been the flexibility, as we've all seen how high airfare has gotten. If I'm paying legacy prices anyway, and I don't have the option of getting a credit, and they won't be able to offer some of the "perks" of legacies, where is the draw for me to book JetBlue?

As I said, for me this was the 3rd JetBlue problem I had within a short period of time. For us, JetBlue and SWA are the only airlines that fly from our preferred airports (I live in CT, but we prefer Hartford or Westchester over the NYC airports) non stop to Orlando, so we usually chose between the two. Many times, it'd actually be cheaper for us to fly from JFK/LGA/EWR on a legacy, but the convenience plays into it for us. Until now, the ability to price adjust was a major draw for us when it was between JetBlue and SWA.

Also, on our trip last month, I got a free drink for answering Disney trivia correctly on SWA, so that's a definite perk.

 

[goofy4tink]

The CoC should give the poster the right for a refund. The poster could have booked air on another airline. Same day fare on another airline, if available, would undoubtedly cost more then the refund. Compensation isn't owed under many conditions such as weather. Airport polices aren't under the control of Jet Blue. I doubt CoC requires any compensation. Best bet is to see if the cancellation qualifies for compensation under Jet Blue's customer protection policy. http://www.jetblue.com/flying-on-jetblue/customer-protection/

Absolutely should have given a full refund if unable to get you on a flight within 3 hrs (think that's the time limit) of the flight booked.
I doubt all that many people were calling JB and asking fir credits when fares went down. The vast majority of people I talk to have no idea this is possible! Most just book it and forget it.
It's a leveling of the playing field. My reasons for flying JB are getting to be fewer and fewer. Fares are creeping up, routes taken away (or made into connecting flights). Flight times changed multiple times. Now no credits given. I may as well fly the big airlines again.

 

[n2mm]

Absolutely should have given a full refund if unable to get you on a flight within 3 hrs (think that's the time limit) of the flight booked. I doubt all that many people were calling JB and asking fir credits when fares went down. The vast majority of people I talk to have no idea this is possible! Most just book it and forget it. It's a leveling of the playing field. My reasons for flying JB are getting to be fewer and fewer. Fares are creeping up, routes taken away (or made into connecting flights). Flight times changed multiple times. Now no credits given. I may as well fly the big airlines again.

I agree.

 

[Fantasmic303]

It's a leveling of the playing field. My reasons for flying JB are getting to be fewer and fewer. Fares are creeping up, routes taken away (or made into connecting flights). Flight times changed multiple times. Now no credits given. I may as well fly the big airlines again.

Yep, this exactly.

 

[Lewisc]

http://disboards.com/showthread.php?p=52117585#post52117585

Looks like Jet Blue has revised the policy. Sound slike tickets prior to 8/15 are eligible for credits under the old rules. Price adjustments with 7 days of purchase will now be allowed.

 

[Missyrose]

http://disboards.com/showthread.php?p=52117585#post52117585

Looks like Jet Blue has revised the policy. Sound slike tickets prior to 8/15 are eligible for credits under the old rules. Price adjustments with 7 days of purchase will now be allowed.

Yes, tickets bought prior to the rule change will still allow for fare credits without a fee.

Tickets bought after the rule change will only allow for fare credits without a fee for 14 days after purchase.

 

[sweeteypie1118]

I always fly Jetblue and happen to come over here to ask a bus question and saw this. This really stinks. We are going to Disney presidents week and right now the price on Jet Blue is $700 round trip...which is a lot. I was going to book it anyway so I can get the good seats(I hate sitting in the back. It take forever getting off the plane!) thinking I can always get a credit if the price drops like I have in the past. Now I am reluctant to book a flight

Does using a Jet Blue Amex when booking make any difference with this new policy??

 

[goofy4tink]

I always fly Jetblue and happen to come over here to ask a bus question and saw this. This really stinks. We are going to Disney presidents week and right now the price on Jet Blue is $700 round trip...which is a lot. I was going to book it anyway so I can get the good seats(I hate sitting in the back. It take forever getting off the plane!) thinking I can always get a credit if the price drops like I have in the past. Now I am reluctant to book a flight

Does using a Jet Blue Amex when booking make any difference with this new policy??

I doubt that using the JB Amex card will make a difference. Wish it did. That's pretty much all I use to book flights.

 

[sweeteypie1118]

I doubt that using the JB Amex card will make a difference. Wish it did. That's pretty much all I use to book flights.

I just got the card yesterday because I always fly JB....then I find this

 

[dmband]

Doesn't matter to me what the price level is set at since I have never got jb to issue a refund
Three times I called about lower fairs and all three times I was told there is no credit because there wasn't enought seats at that rate compared to the seats I bought
Ie I got 5 seats. And there are 4 available at that rate being seen
Gave up arguing with them

For me the perks are nonstop
TV for kids
Slightly more comfortable seats
Bag checked included
Armor cockpit door if you are a worry wort I guess could be a perk too

Side note jb is famous for charging more for five + seats, so if you are willing to make multi ressies you could save

 

[goofy4tink]

Well....I had to call JB the other day to cancel part of a flight. My dh was supposed to fly to WDW with me in Nov...for the Food and Wine Half Marathon weekend. But, he now has to be in Calif the week before and possibly return either the night before we were supposed to leave, or the actual day. He begged off going to WDW feeling really guilty that we would have to eat the change fee.
So, I called, and politely told them what I needed to do..that I hadn't been able to do it online. Nope, I was told...you can't delete one passenger if there are others remaining on the itinerary. So, she had to put me on hold while she asked her supervisor how to do something. There was an issue because I had originally booked us out of Worcester but JB changed the morning flight to an afternoon flight which just didn't work for us, so we changed to flying out of Boston..so it messed up the system somehow. BUT...when she came back on the phone, she told me that my dh had been removed from the flight and that they were waiving the change fee!! I was astounded!!! So, she tells me, I now got a $320 credit in my JB account.
So, while I was a bit peeved with them, JB has once again come through for me! I can always use another $100 sitting in my travel account!

 

[MartDM]

Does using a Jet Blue Amex when booking make any difference with this new policy??

Nope. I called for a credit on our upcoming flight a few weeks ago and was told of this policy. I have had a JetBlue Amex for 10 years, but will not receive any special privileges with regard to the new "no credit" policy.

I wrote an email to customer service indicating my displeasure with the change. I got a polite response that basically said "tough luck".

Like Goofy4Tink, JetBlue has been my airline of choice for well over 15 years now because I like their customer service and also because I like that I can book flights whenever they become available and get that credit when the price drops. The policy swayed me heavily to favor JetBlue for my flight needs and also guaranteed I'd keep booking due to the policy and credit balances to be used.

Without this policy, without the guaranteed credits, I will now go back to price shopping for flights rather than heading straight to JetBlue. Since they are trending as one of the pricier options from my city, I suspect they will seldom beat out the others and so I will not fly them most of the time. I will miss the excellent customer service but, for $100 less a person per flight, I'll pay the bag fee and bring my DVD player on the other airlines.

Further, without the credits, I'm not going to be so concerned about accruing TrueBlue points because I won't be flying them as much. As such, I will likely also cancel that $50 a year Amex card and go back to using my fee free Hilton Amex.

Maybe there's only a few like me out here and this will not impact JetBlue enough for them to care, but they have lost the guaranteed business of this loyal customer unless their prices come way down.

 

[I loveStitchnippyjon]

We usually fly JB to Orlando because it is the only direct flight to MCO from our local airport. Not as important in summer, but in winter connections are always a pain! So disappointed in this policy change......

 

[SoonipiLady]

We live in Williamsburg, VA. We drive to Richmond because jetblue has direct flights to Orlando. Now with People's Express here right down the street ill pay the $20 bag fee and save the 50 minute drive!