JetBlue TrueBlue - Don't read if you are claustraphobic...

My recent letter:

Dear Mr. Neeleman:

On Wednesday, December 6, after visiting a cemetery to buy a plot for an elderly relative, I was flying Jet Blue # 21 from JFK to TPA. Prior to boarding at Gate 4, I decided to go to the rest room one last time. As you know, it is on a lower level and there are stairs and an elevator. Since I had a roll-on bag, I opted for the elevator. It came right away and nobody else was on it.

I pressed the lower level button and the doors closed. The elevator did not budge. I pressed it again and the doors opened halfway briefly then closed. It still did not move. I then pressed the button to open the door, deciding the elevator was not behaving properly. Nothing. After that, no sequence of buttons worked. I heard muffled announcements about my flight's departure. I pressed the CALL button. It dialed an outside number and rang. But, the operator responded saying I needed to dial 1 before the number and try again! Well, this feature was programmed into the elevator and I could do nothing about it.

Next there was an alarm button. I rang it. Deafening sound, yet no response. I tried three short rings, then three long ones. (What is the SOS signal? I should have learned Morse codes when the nerdy boys did in 6th grade.) I tried my next variation based on Beethoven's 5th--ring, ring, RIIING. Wait, wasn't that to be “V” for victory or something? Okay, I just held the alarm down for a LOOOONG time. Still nothing. I shouted: “Does anyone hear me? Help! I am locked in the elevator.”

NOTHING! I started banging with my foot. Bong, Bong, Bong. I hit the door with my ring. Ping, Ping, Ping. Nothing. Bong...Ping, Bong, Bong. Nothing except a sore foot.

Okay...my watch says plane should be on final boarding. Lots of buzzing crowd sounds from outside, but no sign of help. I still needed to use the rest room and my nervousness made it more urgent. I popped out my cell phone. NO SIGNAL. I walked around the elevator and got a few bars. I dialed 911. “What is your emergency?”


“I am stuck in an elevator at JFK, Jet Blue Terminal, opposite Gate 4 departing for Tampa.” I explained about the emergency alarm and call button not working. The operator was confused about where I was, but she finally understood and said help would be on the way.

Worried about the flight departing without me, I called my husband and luckily got him on his cell. He called your corporate number and got a very helpful gentleman. After a few minutes, he reported to my husband that JFK security was working on it. (I don’t know if the message about holding the flight got through.) Around that time I heard somebody on the outside say, “Anyone have a broom handle?”

Nobody called to me and they could not hear my shouts. Finally, someone said, “Folks, stand back, we're going to open it now.” Imagining them busting through with something long and sharp, I backed into a corner. A couple of burly guys had pried the doors open on either side. They seemed surprised that there was only one woman there. There was a police officer who had responded to the 911 call and one security person. When I was out, I asked a few of the passengers who were standing RIGHT NEXT TO THE ELEVATOR if they had heard my pounding, calling, or even the alarm. Nobody had heard a thing! The crowd was noisy, but the alarm did not penetrate the steel frame.

Luckily for me, the boarding had been delayed by 20 minutes and thus I did not miss my flight. The reason I am writing you rather than going on line with a quick message is that all safety systems failed on this elevator. The call phone was programmed wrong, the alarm could not be heard, and there was no way for a trapped passenger to communicate or to get a message. While nobody likes being trapped, if this had been a situation that involved evacuating the terminal, the person in the elevator could have been in more serious jeopardy. I am sure a message from your office will get better safety devices and duplicate methods of communication in all your elevators to prevent this from happening to someone else.

I still love Jet Blue and will continue to be True Blue and recommend it. I use it to NY though LGA is more convenient and I would fly more often if you had more destinations from Tampa. I am also sure you will find a way to make me feel better about the whole exasperating episode.

Yours True Bluely,

What a scary experience! :mad: Sounds like you handled the situation well though ^

Reminds me of two times I got stuck in an elevator and I refused to take them for a while. Thankfully, I'm ok with it now. It's funny how I feel 100 times safer in a pressurized metal tube at 37,000 feet traveling at 500mph than in an elevator.:D

Glad to hear that you made it out ok and still made the flight.

I woonder if the elevator is jetBlue's responsibility. I would think it is JFK or the PANYNJ who should maintain it. Either way, I hope this problem is corrected very soon.

What a scary experience! :mad: Sounds like you handled the situation well though ^

Reminds me of two times I got stuck in an elevator and I refused to take them for a while. Thankfully, I'm ok with it now. It's funny how I feel 100 times safer in a pressurized metal tube at 37,000 feet traveling at 500mph than in an elevator.:D

Glad to hear that you made it out ok and still made the flight.

I woonder if the elevator is jetBlue's responsibility. I would think it is JFK or the PANYNJ who should maintain it. Either way, I hope this problem is corrected very soon.

Depends on the lease agreement between B6 and the PANYNJ. Most likely, it would be the PA's problem since it's their building. Then again, B6 could have received a better lease terms if they agreed to maintain the whole building.

I hope someone does take responsibility for the safety features on all the terminal's elevators. They need to be programmed properly and have a way to talk to the occupants of the elevator etc.

But, for PR sake, guesses on what response I will/should get?

Of course, it will be posted here!

I hope someone does take responsibility for the safety features on all the terminal's elevators. They need to be programmed properly and have a way to talk to the occupants of the elevator etc.

But, for PR sake, guesses on what response I will/should get?

Of course, it will be posted here!

99.9% of the time jetBlue responds very quickly with more than just a "form letter" like the other airlines send. I would expect a pleasant response, but keep in mind that you did not miss your flight!

But...I almost wet my pants since the purpose of the elevator was a bathroom visit.

That's a horrible experience! I'm glad you are writting the company to tell them about it! The building and the elevators may be old but that is no excuse, they should be up to code in every aspect before being put into customer service.

If you don't get a response from the company let me know and I will bring that to the base manager's, as well as my boss', attention.

I'm so sorry this happened to you. What a scary experience. That being said, did you by any chance notice the paperwork that should be posted in the elevator stating what agency is responsible for maintaning the elevator. I can tell you for sure it's not JB.

It's understandable that customers always think everything and anything that happens in that terminal is controlled by JB. We're aware of that, it's one of the reasons we go so far, above and beyond, to make you happy. But is simply not the case. We can control the gates and ticket counter, along with, of course the planes. But the restrooms, elevators, TSA, and all the eateries, etc, are not ours to control.

I expect you'l hear from us, it may take some time, as you have now invoked an investagation. I hope your response is what your expecting, although I'm not quite sure what you think JB will "do for you."

Good luck

I am not claustrophobic and I understand that JetBlue merely leases the facility. Still, it is their passengers that use this facility and I think they need to make sure that all elevators at least have the calling out programmed correctly and the alarms audible outside.

I don't think this requires an investigation as much as getting the right parties to fix the problems, which should be relatively inexpensive.

All I expect is a sympathetic letter and being told the problem has been sold. If they want to give me a few extra True Blue points to cheer me up, that would be fine, but not expected.

I would have missed my flight had it not been delayed. And without a cell phone that worked, I might have panicked.

Luckily, I rarely panic. I've survived a lot worse--like a plane crash without a scratch.

I am not claustrophobic and I understand that JetBlue merely leases the facility. Still, it is their passengers that use this facility and I think they need to make sure that all elevators at least have the calling out programmed correctly and the alarms audible outside.

I don't think this requires an investigation as much as getting the right parties to fix the problems, which should be relatively inexpensive.

All I expect is a sympathetic letter and being told the problem has been sold. If they want to give me a few extra True Blue points to cheer me up, that would be fine, but not expected.

I would have missed my flight had it not been delayed. And without a cell phone that worked, I might have panicked.

Luckily, I rarely panic. I've survived a lot worse--like a plane crash without a scratch.

which plane crash was that?

It was a private plane that had a total engine failure and luckily found a very small field. We went through fences, had a wing split by a post, spun around, but due to a group of fortituous circumstances and brilliant piloting by my husband, we landed safely and attended our son's graduation from Princeton the next day.

And, in other happy endings, a prompt email reply by Jet Blue has led to a satisfactory conclusion. They have, of course, forwarded to JFK management, but JetBlue will follow up and they have given me a nice credit toward another flight, which I expect to use shortly as part of my eldercare issue.

I guess I'll check out the elevator then! Or not.

I am sure JetBlue would have done the same whether or not I posted here, but thanks to the JetBlue folks who responded so nicely.

And, in other happy endings, a prompt email reply by Jet Blue has led to a satisfactory conclusion. They have, of course, forwarded to JFK management, but JetBlue will follow up and they have given me a nice credit toward another flight, which I expect to use shortly as part of my eldercare issue.


Glad to hear jetBlue is taking the right steps to solve that elevator situation. I kind have thought they would do "something" to compensate you for the scary experience. It's great to know that there is still an airline out there that cares enough about the customers to do more than just write a lame apology.

If you don't mind my asking, how much is the credit for? Either way, a very nice gesture on jetBlue's behalf!

$50.00 voucher

I'm glad the company responded in such a nature. Hopfully your horrible experience isn't repeated. Thank You for bringing that to our attention!