[barbara o]

Wondering if anyone else during the holiday travel period 2025 had this issue (we found two other passengers in the same situation while we were at JFK on 12/20 so seems to have been a pattern, here).

I'm a Jetblue points member (have been for years), and I book my flights directly through Jetblue. Have a NYS Real ID (going on five years now) that I've never had a problem with.

Booked two tickets (daughter traveling with me) for a r/t - JFK to SAV 12/20, return PBI-JFK 12/27.

Morning of 12/20 (around 4a - flight scheduled to leave 6a) we went straight to TSA, which was just starting to get busy, but had plenty of time to get through security ahead of the flight. Once we got up to the TSA folks, my daughter presented ID and app boarding pass, went straight through. I presented ID and app boarding pass, suddenly got held up. No explanation, just "you need to go back to the Jetblue customer svc line" ie get off the TSA line (which was now packed) and head over to the Jetblue ticket desk (which was also packed) to find out what happened. I refused, and a TSA supervisor offered to go for us while we waited at the head of the line. OK. We're now about 40 minutes from boarding.

TSA supervisor comes back and tells me my daughter's birthdate is on my reservation. LOL Nope. Told her impossible, try again. We're now about 20 min. from our flight taking off.

TSA supervisor comes back and tells me that "my reservation is very similar to another reservation" (what??) and then asks my daughter if her name is Val. Again, what the heck? TSA supervisor says "you'll have to go to Jetblue customer service to straighten this out". Meanwhile, flight is five minutes from taking off. So, we missed our flight.

I went to the Jetblue customer service desk and asked what was going on (knowing we'd now have to rebook our flight to next day. So, $250 Savannah hotel reservation lost.). First customer svc rep was horrid (this is 6am - she hasn't even done any work just yet). Refused to help us, claimed we got to the airport "too late." Went to second rep - she was helpful, but ended up simply issuing us paper boarding passes for next day's flight. Failed to rebook our seats though, so $70 addtl expense there (did this once we got to our hotel, luckily I caught this because there were only approx 6 seats available on the flight at this point).

Then went to a supervisor (at least I was able to find one there) and she told me that some odd birthdate was sitting on my reservation. This is on a TrueBlue acct I've had for years with the same info in it, same info on my Real ID, flew roughly the same itin two years prior no issue. I booked the tix directly. None of this made any sense. She said she "fixed" it in the system on her end, but told me, "I cannot guarantee this will resolve things." LOL Why we ended up booking a night at the TWA Hotel, which is right across the street from the Jetblue terminal because I figured, this is going to happen again tomorrow morning (so, with taxes, $449 expenditure there. That's not including meals.).

Next morning, I used my PAPER boarding pass with no issue (this is an important point - app boarding pass = problems. Paper boarding pass = no problems).

Flash forward to 12/27. PBI-JFK. I figured OK, since I called Jetblue directly on 12/20 to resolve the birthdate issue (and they mentioned the problem was resolved) plus the JFK supervisor did this on her end same day, no further problems, right? WRONG. We go to TSA with ID and app boarding pass in hand, daughter flies through. I'm held up once again. Only reason it worked out this time is the flight was delayed 2.5 hours as we were standing on the TSA line.

I asked to speak with a Jetblue supervisor - NONE TO BE FOUND at PBI (that's Palm Beach INTERNATIONAL - no supervisor on duty. I went to the ticket counter and at first the rep there was hesitant to help (!) but then ... issued me a paper boarding ticket after looking at my REAL ID. Went back to the TSA line, again my daughter flew through, and with my PAPER boarding pass I did, as well.

Oh, I had to rebook seats (once again) when the paper boarding pass issued to me for the return flight. That's another $70 lost.

I called Jetblue when I got back to NYC last week of December, they took absolutely no responsibility. 0%. Because I am escalating the issue to DOT, I thought I'd call back today, January 6 2026 and see if I could get some actual documentation that I've tried to resolve the matter with Jetblue. Only saving grace here is a recorded line, because there is no actual customer service ph no. you can contact to document these issues. Rep I got on the phone told me her name was Ria, and that's all the ID I got. She asked me for my confirmation code (same one since March 24, 2025 when I originally booked these tickets - got all my emails from Jetblue since initial booking) and she could not find my reservation. She said something about, "there's another name on the reservation" but would not confirm that the first name she saw was "Val" (remember, the TSA supervisor asked my daughter is her name was Val when we were standing on the TSA line on 12/20). After about 10 minutes she said, "oh wait, I found it." After recounting all the details once again to a Jetblue customer service rep, at the end of the conversation she stated that Jetblue takes no responsibility for the additional expenditure or loss of hotel res/new hotel res as a result of this screw-up, even though clearly there was something going on on the Jetblue end to be pulling up someone else's name on MY RESERVATION, under MY TRUE BLUE no., which this agent even admitted was happening when she looked up my reservation from December.

Incidentally, there were two other passengers in the customer service line at JFK on 12/20 who had missed their flights for roughly the same reason, one an international passenger, ie some anomaly with incorrect info listed on their reservations.

Total loss due to Jetblue's error here (whatever that might be - still no straight answer from them):

lost hotel res $250
new hotel res $449
rebooking new seats dep $70
rebooking new seats arr $70

... for a total of $839.00 lost due to some snafu within the Jetblue/TrueBlue booking system ie Jetblue error. They have denied any responsibility for this.

I have since deleted the Jetblue app from my phone (since there seems to be fraudulent information in my profile now that I cannot get rid of) and will be demanding that Jetblue close my TrueBlue account immediately. Thank you for giving me the opportunity to provide details of this incident here - will be lifting the content in its entirety from here and reporting to DOT today.