JetBlue's response to my trip issues

[mskayjay]

Here is the link to the original thread.
http://www.disboards.com/showthread.php?t=2249935


I spoke to them by phone, rep was awesome, contacted the appropriate department and got their take on it, she agreed with me, not them.....


Essentially, JB's stance on this is that the original delay was due to weather related issues and therefore anything that happened after that is moot. They have deemed that the flight is not eligible for any kind of vouchering because the weather held the flight up the night before, caused the initial reschedule, and the fact that we had no crew even for when they rescheduled the flight causing the additional delay doesn't matter. They also stated that the time sitting on the plane wasn't time on the runway so it also doesn't qualify under their bill of rights. I wasn't happy but was at no time rude since the rep agreed with me and ironically, her parents were on the same flight after having been on holiday near here! Small world. She suggested I write in now and restate my case as they will take the time to re-read what transpired and may rethink what occurred. I am really disappointed in them right now and have always defended that airline as being better than the rest. They messed up and won't own up to it. It isn't about the voucher at all, but the fact that they are dismissing the responsibility for what happened.

 

[ExPirateShopGirl]

It sounds like the rep sympathized with you and agreed with your point of view. Do you want something on letterhead or will her words suffice? It sounds like you've spent more time on the matter than the original delay. Take a deep breath, write a calm letter... and remember things happen. They do.

Have a great day!

 

[vod2117]

jetBlue is an awesome airline. Free TV, snacks, leather seats, and great flight attendants; that is the formula for a superb airline.

 

[bumbershoot]

jetBlue is an awesome airline. Free TV, snacks, leather seats, and great flight attendants; that is the formula for a superb airline.

Did ya read the OP's first thread????

 

[skatermom]

the same scenario when my two daughters flew down to Orlando to visit me, except they boarded them and sat on the runway for two and a half hours waiting for people to get on the plane(connecting flight). The plane they were waiting for was still on the ground in Chicago (almost 2 hrs. away) and they were lied to about that fact (I was tracking the connecting flight and knew when it took off)

 

[mskayjay]

It sounds like the rep sympathized with you and agreed with your point of view. Do you want something on letterhead or will her words suffice? It sounds like you've spent more time on the matter than the original delay. Take a deep breath, write a calm letter... and remember things happen. They do.

Have a great day!

Did you read my first post? I know they do. I was 5+ hours late getting home as well and am fine with that. Please read all that happened on this flight. And no, I have definitely not spent more time on this than I spent sitting at the airport or on the plane waiting and waiting....

You have a goodie too.

 

[mskayjay]

jetBlue is an awesome airline. Free TV, snacks, leather seats, and great flight attendants; that is the formula for a superb airline.

I agree and everytime I have traveled with them I have sent them an e and thanked them for the great experience. They blew it this time in a big way is all and are not owning up to it. When you take the lead as the airline promoting a Passenger Bill of Rights and then use a loop-hole to get around an issue that they created.....not good. Like I said to the rep "this is not my JetBlue that I know and love".

 

[onelilspark]

If I were you, I would have asked to speak to a supervisor. If placing you on a plane with no crew at the gate for hours is their idea of good customer service, then they need a wake up call. "Bill of rights" or not, you don't do that. As I believe I stated in your other post, when they knew the pilot was not at the airport, they should have taken every one off that plane and allowed them back into the airport. It would have allowed you to re-route yourself prior to missing your connection. As you sat on the plane, at the gate, you were unable to do that, unable to get off the plane. Unacceptable. If nothing comes of your letter, I'd call back.

 

[ExPirateShopGirl]

So... you're basically wanting something on letterhead that says they screwed up? The rep already agreed with you.

I agree and everytime I have traveled with them I have sent them an e and thanked them for the great experience. They blew it this time in a big way is all and are not owning up to it. When you take the lead as the airline promoting a Passenger Bill of Rights and then use a loop-hole to get around an issue that they created.....not good. Like I said to the rep "this is not my JetBlue that I know and love".

 

[mskayjay]

So... you're basically wanting something on letterhead that says they screwed up? The rep already agreed with you.

They have a customer Bill of Rights. They violated it. They should honor the goof up but they are saying that the fact that they had a weather delay the *night before my flight that pushed back many flights* excuses them putting us on a plane and letting us sit there for over 2 1/2 hours after already having an announced delay of two hours when we first arrived, and much of it without air conditioning, with no pilot even at the airport. What is it with this letterhead that you keep bringing up and why? They have a contract that they wrote themselves for their customers that says that if they mess up this is what they will do. They are not honoring that, plain and simple. I was hoping for a voucher to use on a future flight which if you again read the first thread you would see by their terms I am entitled to. The rep agreed with me that the office that handles those compensations was not really being fair in how they decided this case and she recommended I follow up with a letter.

 

[shafke]

Go to your local news paper/tv station. I don't know how many times I have seen someone complain over less trivial matters than what you went through and to have the offending company then bend over backwards to recitfy the situation. No matter how many letters are written or supervisors talked to, one call from the media and the matter magically gets resolved in a no time.

 

[kaytieeldr]

Did ya read the OP's first thread????

Well, I do agree that JetBlue is awesome - but even awesome entities make mistakes.

If JetBlue can voluntarily* issue (small) vouchers to all passengers on a flight because some TV stations weren't working, there's no reasonable reason they can't provide something to the passengers on mskayjay's flight.

*voluntarily = I didn't even know there was a problem, yet they sent vouchers to everyone. Now, the stop in Denver to refuel, on the other hand... that was weather-related.

 

[ExPirateShopGirl]

I certainly agree that what you experienced is not SOP for Jetblue. I mention the letterhead because you indicated in one post that the voucher wasn't the issue, you simply wanted them to acknowledge they screwed up. Below, you say you DO want the voucher. All that aside...

My point was, and is, that one representative already agreed with you that they screwed up even though another department did not. What constitutes 'acknowledgment' to you? A letter? Another rep telling you that you're right? A voucher?

For what it's worth, I agree that they should have never boarded your flight before both pilots were available and ready to fly. It's miserable to be stuck without AC and other amenities for extended periods of time in cramped quarters. While it's true a flight delay the night before caused the morning's initial delay it sounds like they may have had difficulty when they tried to notify reserve pilots on short call. This often happens when weather delays cause not just your flight to be delayed, but many flights.

They have a customer Bill of Rights. They violated it. They should honor the goof up but they are saying that the fact that they had a weather delay the *night before my flight that pushed back many flights* excuses them putting us on a plane and letting us sit there for over 2 1/2 hours after already having an announced delay of two hours when we first arrived, and much of it without air conditioning, with no pilot even at the airport. What is it with this letterhead that you keep bringing up and why? They have a contract that they wrote themselves for their customers that says that if they mess up this is what they will do. They are not honoring that, plain and simple. I was hoping for a voucher to use on a future flight which if you again read the first thread you would see by their terms I am entitled to. The rep agreed with me that the office that handles those compensations was not really being fair in how they decided this case and she recommended I follow up with a letter.