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Customer Service
COMPLAINT: Poor Customer Service!

 
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  #1  
Old Aug 27, 2012, 2:57 PM
jkb118 jkb118 is offline
 
Join Date: Aug 2012
Posts: 1

We booked a flight from West Palm to St Maarten through San Juan for 11/12. Jet Blue changed the schedule so the connection didn't work. They called to suggest we either go from West Palm to New York to SXM, or leave at 6am from Ft Lauderdale with a 4 hour layover in Puerto Rico. Neither made any sense!

So after lots of holding on line, waiting for a supervisor, and pleading our case, they did give us each a $150 credit each on Jet Blue, better than their initial $25 offer!

So now, we have to fly from Ft Lauderdale on Spirit and lose a day's vacation, or drive to Miami from West Palm and pay a lot more for the flight in any case.

Very poor customer service, really a big hassle and will have to reconsider previous loyalty to Jet Blue! Also prices to St Maarten from Boston have increased tremendously
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  #2  
Old Aug 30, 2012, 3:13 AM
MelissaC MelissaC is offline
 
Join Date: Aug 2012
Posts: 1

I booked a trip on August 8th for my family of 4 to fly from Boston to Tampa in late December. Three weeks later, I realized that I'd inadvertently booked for 9:20 p.m. rather than 9:20 a.m. When I called to change the flights, I was charged $100 per ticket plus the $55 difference per ticket cost. I had also recently booked a February trip on JetBlue. Between the two trips, I had spent over $5000 on the airline. When I pointed this out, the rep still refused to waive the $100 a ticket charge. I emailed Customer No Service and received the following:


Thank you for contacting JetBlue Airways regarding your reservation and change fees. We are happy to respond.

When a flight is changed after the 24 hour grace period there is a $100 per person change fee and any difference in airfare. We send confirmation emails after a reservation is booked. this allows for customers to review their reservation and make any changes without change fees. If a change is made after the 24 hours the fees will then apply.

We can see this flight was booked on August 7, 2012 and was changed on August 28, 2012. We respectively decline the request to refund your change fees.

Thank you for choosing JetBlue.

Sincerely,

Dari
Customer Commitment Crew
JetBlue Airways
Crewmember 04728

I emailed back and told Dari I would not be using JetBlue again in the future and regret having already booked another trip on the airline.

As a contrast, I recently had to change a flight on Southwest. I incurred no charge even though the flight was only a few weeks away and it was the lowest possible fare.
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  #3  
Old Jan 17, 2013, 7:06 PM
Anatoliy Suprun Anatoliy Suprun is offline
 
Join Date: Jan 2013
Posts: 2

Dear Administrator!
We draw your attention to the unacceptable behavior of your employees.
Our flight 758 (Aruba-NY) on January 15, 2013 was foiled by one of your flight attendants under the protection of Captain Ken Mautino.
On that day, my friends and I arrived to airport of Aruba in advance. We went trough dual control by the local administration and the U.S. border control. So we passed those controls successfully.
On the plane, we had observed unacceptable behavior of one of the flight attendants. "Immediately take your seats!"-Commanded she to my friends. Her vocabulary was obviously missing any nice words like PLEASE/WOULD YOU/THANK YOU... etc.
As she passed my seat, she told me to turn off my telephone. I told her that my phone is in safe AIRLINE MODE, and I let her see it. At the same moment she threatened her finger and yelled, "I said, turning off the phone at all!"
I told her that her behavior is unacceptable. And this kind of voice and the way to approach looks familiar to me from the jail movies.
Then she got in touch with the captain and demanded to remove me out of the flight for security reason. (Now any rodness or other misbehavior could be covered by "Security Reasons").
I stepped out from the aircraft with the captain of that flight Kenneth Mautino and I explained to him the entire situation. Captain Mautino allowed me to take my seat back.
When the flight attendant saw me on board again she start to scream out that, I am not allowed to fly with them anymore. The captain just repeated after her that I have to leave the flight.
Before I left the airplane, I asked the name of that flight attendant since she did not have her nametag on.
Captain Mautino did not give me any answer and asked me to leave the aircraft again.
Leaving me out of the flight captain Mautino did not even asked whether I have enough money in excess of unplanned stay on the island.... In addition, I am sure the captain knows that Aruba does not even have a US Consular Office to help the US citizens in case of emergency.
I take the whole incident as a demonstration of personal dislike to me by your staff. I take it as a demonstration of not neseserelly power of the representative of JetBlue company. And I take the situation like the leaving an U.S. citizen in danger abroad.
I request immediate internal investigation of everything what happened to me back to that day. I believe the strongest action what could take a place it is to ask me to give up my telephone during flight time.
Please keep me informed ASAP.
Otherwise, I have to take legal actions.

Anatoly Suprun and Friends
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  #4  
Old Jan 17, 2013, 7:07 PM
Anatoliy Suprun Anatoliy Suprun is offline
 
Join Date: Jan 2013
Posts: 2

Dear Administrator!
We draw your attention to the unacceptable behavior of your employees.
Our flight 758 (Aruba-NY) on January 15, 2013 was foiled by one of your flight attendants under the protection of Captain Ken Mautino.
On that day, my friends and I arrived to airport of Aruba in advance. We went trough dual control by the local administration and the U.S. border control. So we passed those controls successfully.
On the plane, we had observed unacceptable behavior of one of the flight attendants. "Immediately take your seats!"-Commanded she to my friends. Her vocabulary was obviously missing any nice words like PLEASE/WOULD YOU/THANK YOU... etc.
As she passed my seat, she told me to turn off my telephone. I told her that my phone is in safe AIRLINE MODE, and I let her see it. At the same moment she threatened her finger and yelled, "I said, turning off the phone at all!"
I told her that her behavior is unacceptable. And this kind of voice and the way to approach looks familiar to me from the jail movies.
Then she got in touch with the captain and demanded to remove me out of the flight for security reason. (Now any rodness or other misbehavior could be covered by "Security Reasons").
I stepped out from the aircraft with the captain of that flight Kenneth Mautino and I explained to him the entire situation. Captain Mautino allowed me to take my seat back.
When the flight attendant saw me on board again she start to scream out that, I am not allowed to fly with them anymore. The captain just repeated after her that I have to leave the flight.
Before I left the airplane, I asked the name of that flight attendant since she did not have her nametag on.
Captain Mautino did not give me any answer and asked me to leave the aircraft again.
Leaving me out of the flight captain Mautino did not even asked whether I have enough money in excess of unplanned stay on the island.... In addition, I am sure the captain knows that Aruba does not even have a US Consular Office to help the US citizens in case of emergency.
I take the whole incident as a demonstration of personal dislike to me by your staff. I take it as a demonstration of not neseserelly power of the representative of JetBlue company. And I take the situation like the leaving an U.S. citizen in danger abroad.
I request immediate internal investigation of everything what happened to me back to that day. I believe the strongest action what could take a place it is to ask me to give up my telephone during flight time.
Please keep me informed ASAP.
Otherwise, I have to take legal actions.
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  #5  
Old Jan 19, 2013, 7:01 AM
jimworcs jimworcs is offline
 
Join Date: Jan 2008
Location: Shropshire, England
Posts: 3,197

Well, here we have the classic dispute. The FA behaving like a sky Nazi..but a passenger who refuses a command. The airsafe mode is accepted by most airlines only once the aircraft is airbourne and the seat belt signs have been turned off. There is no valid technical reason for this, other than an over abundance of caution. The problem is that the airline policy requires it, and so passengers must obey the command of the FA and turn it off.

This gives the FA power and many FA's are too stupid to know how to handle such power, and so these kind of abuses happen again and again. You will get no where with this complaint...they will simply say it was all your fault and it is your word against theirs.

Sky Nazi attitudes are prevalent in the US... and there is sweet FA anyone can do about it, because airlines are unwilling to confront the thieving and bad attitude of their staff in the US. Over the last two decades the average US airlines have fallen in rank on Skytrax from 5* to 3* which is about the same as the national airline of Papua New Guinea.

On the other hand.. you could have just switched your phone off....
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