JetBlue Reservation Created - No Tickets???

[Minion89]

Hello! I had a weird experience on JetBlue's website, and I was wondering if this has happened to anyone else and what I should do.

I was trying to book a flight on JetBlue's website. After entering my information and selecting my seat, I clicked purchase flight as normal. The website said the transaction was processing and without any warning the website switched back to the cart screen saying there was an issue with my payment and I needed to try again or select another form of payment. I tried to do this and the website would not allow it. I called JetBlue who told me the payment was not released to them and to contact my credit card. I called my credit card company and they verified the card was not locked and the payment was released to JetBlue (it is showing as a valid pending charge on my account). I called JetBlue back who insists the payment was not released. Because of this, JetBlue created what they called a "non-ticketed reservation" which just has the traveler information - no flights or ticketed seats (I never received a confirmation email for this non-ticketed reservation). The JetBlue representative told me I should cancel this non-ticketed reservation and rebook it on the phone, but I would be charged a second time for the "new" reservation. I was not happy but had little choice as I needed to book this flight. When I attempted to do that, I was now informed the flight was more expensive and seat I selected was no longer available.

At this point, I am not sure what to do. I travel JetBlue exclusively and have never had this happen. I have no proof JetBlue cancelled the first reservation despite the representative assuring me an email would be sent confirming this. I have no idea how long the charge will be pending on my credit card and hopefully will not need to dispute it (I have spoken with my credit card company and had them put notes on the account in case this happens). My trip is now in jeopardy as I really needed this specific flight for my schedule and due to whatever "glitch" happened, the seat is showing as booked.

Any tips or insight would be greatly appreciated for this now highly stressed traveller!

 

[Jimsig]

Hello! I had a weird experience on JetBlue's website, and I was wondering if this has happened to anyone else and what I should do.

I was trying to book a flight on JetBlue's website. After entering my information and selecting my seat, I clicked purchase flight as normal. The website said the transaction was processing and without any warning the website switched back to the cart screen saying there was an issue with my payment and I needed to try again or select another form of payment. I tried to do this and the website would not allow it. I called JetBlue who told me the payment was not released to them and to contact my credit card. I called my credit card company and they verified the card was not locked and the payment was released to JetBlue (it is showing as a valid pending charge on my account). I called JetBlue back who insists the payment was not released. Because of this, JetBlue created what they called a "non-ticketed reservation" which just has the traveler information - no flights or ticketed seats (I never received a confirmation email for this non-ticketed reservation). The JetBlue representative told me I should cancel this non-ticketed reservation and rebook it on the phone, but I would be charged a second time for the "new" reservation. I was not happy but had little choice as I needed to book this flight. When I attempted to do that, I was now informed the flight was more expensive and seat I selected was no longer available.

At this point, I am not sure what to do. I travel JetBlue exclusively and have never had this happen. I have no proof JetBlue cancelled the first reservation despite the representative assuring me an email would be sent confirming this. I have no idea how long the charge will be pending on my credit card and hopefully will not need to dispute it (I have spoken with my credit card company and had them put notes on the account in case this happens). My trip is now in jeopardy as I really needed this specific flight for my schedule and due to whatever "glitch" happened, the seat is showing as booked.

Any tips or insight would be greatly appreciated for this now highly stressed traveller!

So sorry you are going through this. A pending transaction can stay on your account up to 5 days. Unfortunately I don't have any advice to help but hopefully someone else does. You may want to call JB back and ask for a supervisor, they may be able to do something to help that an agent can't.

 

[mikehn]

Don't disavow and trash Jet Blue all over the internet just yet. I'm sure there's a good explanation and it will work out. Some times I book a flight on American and it tells me something very similar to your experience. But once the payment gets processed, my reservation gets a confirmation. (after I refresh the screen a couple hours later)

 

[Minion89]

So sorry you are going through this. A pending transaction can stay on your account up to 5 days. Unfortunately I don't have any advice to help but hopefully someone else does. You may want to call JB back and ask for a supervisor, they may be able to do something to help that an agent can't.

Thank you. It has definitely been frustrating. I will try to call back and see if I can request to speak to a supervisor as the agent did not give me that option.

 

[Minion89]

Don't disavow and trash Jet Blue all over the internet just yet. I'm sure there's a good explanation and it will work out. Some times I book a flight on American and it tells me something very similar to your experience. But once the payment gets processed, my reservation gets a confirmation. (after I refresh the screen a couple hours later)

Oh I have no intention of doing that. I fly exclusively on JetBlue and have had many good flights with them. I just have never come across this issue before and couldn’t find any information about this.

It is reassuring to read that something similar happened to you as hopefully that means another agent/supervisor will know how to fix it. My initial thought was to let the reservation pend to see if everything would get finalized/confirmed (like what happened to you), but I followed the agent’s recommendation to cancel the initial reservation. Hopefully that doesn’t cause other problems.

I’m sure everything will work out but it’s just been a little stressful.