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Customer Service
COMPLAINT: misleading info, refund refusal

 
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Old Dec 8, 2016, 5:17 PM
bullture bullture is offline
 
Join Date: Dec 2016
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We booked 4 round trip tickets from Grenada W.I.(GND) to Israel (TLV) on OneTravel Online Travel Agency website.
The leg from GND to JFK was to be done by JetBlue Airways and from JFK to TLV by El Al.
Because our 6 years old daughter had to travel with Israeli passport, we contacted JetBlue customer support to recheck visa requirements for transit stay in JFK.
We received clear and straightforward answer that only passport and no visa is required for the child.
With this information in hand we arrived to the airport on day of the departure and were unpleasantly surprised when clerk at the airport told us, that my small daughter cannot board a plane without valid US visa.
Immediately from the airport we contacted JetBlue Airways and our travel agency (OneTravel).
Because no better solution was found, all four of us had to drive back and extend our visas for stay in Grenada.
After several emails and calls to JetBlue Airways, we understood, that their approach to our situation is not helpful. Several not clear and misleading answers were received, offering partial and delayed (up to 9 weeks !) compensation.
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