JetBlue TrueBlue - OK, it's March 15 and zero, zip, nada from B6

More of the same I guess...was promised communication by today regarding my 2/14 fiasco, and have heard nothing. Also, did anyone else notice the quick disappearance of the B6 rep who magically started posting here post-2/14?

Yep, this is a case study in crisis communication, and not one of which B6 can be proud.

Nothing here either.

This was a really bad move by JetBlue; I was a brand new customer (lured in, ironically, by their reputation for better customer service) and now they've probably lost me for life.... how difficult could it be to send a promised letter within a MONTH?

I flew B6 on 2/16 and 2/19. The flight on 2/16 was delayed about 2.5 hours, while the flight on 2/19 flew on time as scheduled.

Many friends affected heard from jetBlue within days about compensation - I have not heard anything yet. However, to be fair, it is 5:45pm EDT right now - give it until midnight mountain or pacific time.

I'm sure you'll all be compensated and within reasonable time from now.

I flew B6 on 2/16 and 2/19. The flight on 2/16 was delayed about 2.5 hours, while the flight on 2/19 flew on time as scheduled.

Many friends affected heard from jetBlue within days about compensation - I have not heard anything yet. However, to be fair, it is 5:45pm EDT right now - give it until midnight mountain or pacific time.

I'm sure you'll all be compensated and within reasonable time from now.

Sigh.

If the B6 crisis PR braintrust had its act together, it would not have waited until the 11th hour (or thereabouts) of its self-imposed deadline to contact its pissed-off customers. Threads like this one could be avoided, and already-angry pax wouldn't be getting more upset by the day.

I continue to be amazed at the efforts to justify the company's behavior.

Sigh.

If the B6 crisis PR braintrust had its act together, it would not have waited until the 11th hour (or thereabouts) of its self-imposed deadline to contact its pissed-off customers. Threads like this one could be avoided, and already-angry pax wouldn't be getting more upset by the day.

I continue to be amazed at the efforts to justify the company's behavior.

Your point was not overlooked. JetBlue stated you will be contacted by March 15 (which is today) so I suggested waiting until the very end of the day.

JetBlue had ENORMOUS issues with MUCH MORE THAN NORMAL amounts of people to contact. I'm abolutely positive that jetBlue's management team is not sitting around a table saying "Gee, they're pissed off already, so let's wait as long as we can before contacting them!" Get real, please.

Maybe a blast email will be sent out to ALL those affected tonight - just be a little more patient. I don't recall AA, NW or UA introducing a Customer Bill of Rights and sendings its CEO into the public spotlight to apologize after its similar problems. Give credit where it's deserved.

You WILL be compensated. I agree that it should not have taken this long, but you will hear from them VERY, VERY soon.

I don't recall AA, NW or UA introducing a Customer Bill of Rights and sendings its CEO into the public spotlight to apologize after its similar problems.

Actually, I think that given the self-serving, regulation-preventive nature of the "Bill of Rights", combined with Neeleman's less-than-stellar performances post-2/14, the legacy PR types would be smart to not suggest those activities if they were in a similar situation.

Your point was not overlooked. JetBlue stated you will be contacted by March 15 (which is today) so I suggested waiting until the very end of the day.


So if we don't hear anything in the next 2.5 hours you'll take everything back?

So if we don't hear anything in the next 2.5 hours you'll take everything back?


Haven't you heard? There are weather problems in the Northeast this evening.;)

The message on the website has changed slightly. Instead of saying March 15th, it says "no later than tonight".

"Those Customers who will be receiving refunds and travel vouchers for their inconvenience will be contacted by JetBlue no later than tonight; emails are currently being sent. There is no need to call our reservations number, which is experiencing high call volumes presently."

The message on the website has changed slightly. Instead of saying March 15th, it says "no later than tonight".

"Those Customers who will be receiving refunds and travel vouchers for their inconvenience will be contacted by JetBlue no later than tonight; emails are currently being sent. There is no need to call our reservations number, which is experiencing high call volumes presently."


^ I was pretty sure jetBlue would follow through with this. It never gave a specific "time" on 3/15, but jetBlue would have broken a promise if it wasn't done by tonight.

I just love how the bashers are quick to jump on jetBlue in the middle of the day...you couldn't even wait ~10 more hours to start a thread - it would have been called for well after midnight. It shows the nature of this forum - you don't comment the good about jetBlue; only the negative.

What other airline is compensating customers for similar delays on 2/14? JetBlue screwed up - bigger than other airlines - but at least you're getting compensation.

A+ to jetBlue once again!

^ I was pretty sure jetBlue would follow through with this. It never gave a specific "time" on 3/15, but jetBlue would have broken a promise if it wasn't done by tonight.

I just love how the bashers are quick to jump on jetBlue in the middle of the day...you couldn't even wait ~10 more hours to start a thread - it would have been called for well after midnight. It shows the nature of this forum - you don't comment the good about jetBlue; only the negative.

What other airline is compensating customers for similar delays on 2/14? JetBlue screwed up - bigger than other airlines - but at least you're getting compensation.

A+ to jetBlue once again!

All I can say is, if you aren't getting paid by B6 to post on here already, you should be. :)

I just love how the bashers are quick to jump on jetBlue

So it's "bashing" to acknowledge the reality of the situation, which is that I decided to try JetBlue for the first time because of their reputation for customer service, but instead have experienced such poor handling of this fiasco that I'll likely never choose to fly them again?

That's not "bashing," that's business. Plenty of other airlines would like my money, and JetBlue has done a remarkably poor job of convincing me not to give it to them.

in the middle of the day...you couldn't even wait ~10 more hours to start a thread - it would have been called for well after midnight.
I disagree. By waiting until the very last possible minute to send out the promised letters, JetBlue has shown that they still don't have their act together.

What other airline is compensating customers for similar delays on 2/14?

I was flying to Europe when these events occurred, and only saw the Jet Blue media coverage. Were there other carriers at JFK that left passengers out on the tarmac for hours that day?

All I can say is, if you aren't getting paid by B6 to post on here already, you should be. :)

Thanks...I consider my payment from jetBlue to be in the form of the product and service I receive each time I board a jetBlue plane. I know what to expect and 99% of the time it doesn't fail. The least I can do is be a jetBlue fan! It is a GREAT company.

I was flying to Europe when these events occurred, and only saw the Jet Blue media coverage. Were there other carriers at JFK that left passengers out on the tarmac for hours that day?

JetBlue had the highest number of stranded planes - that is why the media slammed jetBlue...also because of the poor recovery in following days.

Other airlines also had some planes sitting on the field for hours. That is an ATC issue. But, I'd rather be on a B6 aircraft with legroom and TV if I had to be stuck in that situation!

So it's "bashing" to acknowledge the reality of the situation, which is that I decided to try JetBlue for the first time because of their reputation for customer service, but instead have experienced such poor handling of this fiasco that I'll likely never choose to fly them again?

That's not "bashing," that's business. Plenty of other airlines would like my money, and JetBlue has done a remarkably poor job of convincing me not to give it to them.

I'm guessing you're elite at a legacy airline?

^ I was pretty sure jetBlue would follow through with this. It never gave a specific "time" on 3/15, but jetBlue would have broken a promise if it wasn't done by tonight.
Wow, it's been a long time since I have witnessed a better definition of the word "apologist." :rolleyes:

I must admit that I'm a bit cynical, but my first interpretation of the jetBlue rewording was a negative one: Saying "tonight" instead of a specific date means that everybody who reads it for the first time will interpret it differently, depending on which day they actually read it. (Disclaimer: I warned you that I was cynical!) jetBlue could have given a specific date, time, and time zone, but I doubt they'll make their self-imposed deadline, anyway! No doubt we'll find out shortly.

^ I was pretty sure jetBlue would follow through with this. It never gave a specific "time" on 3/15, but jetBlue would have broken a promise if it wasn't done by tonight.

Can't wait to hear the next excuse!

Can't wait to hear the next excuse!

My wife was affected. She heard by 7 PM last night via e-mail. -- She is True Blue and they had it as a part of her PNR (does everybody have it as a part of their PNR?)

She was pleased with what they offered.

A+ to jetBlue once again! You have GOT to be kidding me.

The delusional pro-B6 rhetoric on this board reminds me of the poor dupes who work on libertarian, Green Party, etc. presidential campaigns and, inside their weird little bubbles, are utterly convinced their guy or gal is going to be elected president.

In the real world things are different. JetBlue isn't even earning passing grades yet.

What other airline is compensating customers for similar delays on 2/14? JetBlue screwed up - bigger than other airlines - but at least you're getting compensation.

A+ to jetBlue once again!How do you feel about Jetblue's website being down so you can't track flights? How do you feel about Jetblue's call centers in that when you call, you get a recording which says that the call volumes are too high to process so they will hang up on you and that for more information, one should check the website.

I have loved Jetblue until now. This is patently absurd, unprofessional, and irritating. Let them go down like People Express did.

A+ to Jetblue? Not even close.

How do you feel about Jetblue's website being down so you can't track flights? How do you feel about Jetblue's call centers in that when you call, you get a recording which says that the call volumes are too high to process so they will hang up on you and that for more information, one should check the website.


We don't know.. the cheerleaders don't post in the threads that talk about reality.

How do you feel about Jetblue's website being down so you can't track flights? How do you feel about Jetblue's call centers in that when you call, you get a recording which says that the call volumes are too high to process so they will hang up on you and that for more information, one should check the website.

I have loved Jetblue until now. This is patently absurd, unprofessional, and irritating. Let them go down like People Express did.

A+ to Jetblue? Not even close.


wait 1 min, I know people who were on hold and then disconnected today while wanting to speak to AA,UA and CO. Others hung up after they heard how long of a wait at best it was gonna be. Im not talking about those who have top status, which the vast majority of the flying public doesnt have.

as I said elsewhere its too early to hold JBs feet to the fire on this one, a normal person cant expect that by now they would have been able to tear down their old system completely and have had replaced it with something that works. Hopefully they have people already working on it, but its not something that can be simply changed overnight or in a months time either.

As of March 17th, 0149hrs on the West Coast and 0449hrs on the East Coast, apparently some work is still being finished up...

"Those Customers entitled to refunds and travel vouchers for their inconvenience during the February 14 - 19 timeframe should have been contacted by now. There are some customers that we owe additional emails and voucher information; those emails will be sent shortly. There is no need to call our reservations number, which is experiencing high call volumes presently."

Our telephone and website system went down early because we cancelled the vast majority of our flights before everybody else. CO, AA, DL, and US waited a until the mid afternoon before they started to cancel the rest of their operations and that's when their systems started to feel the strain.

All airlines faced major challenges yesterday. It was a very flustering travel day yesterday for customers from any airline.

The message on the website has changed slightly. Instead of saying March 15th, it says "no later than tonight".

"Those Customers who will be receiving refunds and travel vouchers for their inconvenience will be contacted by JetBlue no later than tonight; emails are currently being sent. There is no need to call our reservations number, which is experiencing high call volumes presently."

...In other words, don't bother tying up our SLC housewife/res agents whose only link with JetBlue is dial-up.

There has to be a better system.

Oh, wait...there is...and it's been in place at every legacy carrier for years.

How do you feel about Jetblue's website being down so you can't track flights? How do you feel about Jetblue's call centers in that when you call, you get a recording which says that the call volumes are too high to process so they will hang up on you and that for more information, one should check the website.

I have loved Jetblue until now. This is patently absurd, unprofessional, and irritating. Let them go down like People Express did.

A+ to Jetblue? Not even close.

^ ^ ^

...In other words, don't bother tying up our SLC housewife/res agents whose only link with JetBlue is dial-up.

There has to be a better system.

Oh, wait...there is...and it's been in place at every legacy carrier for years.

What's the better system? To outsource overseas to countries like India where phone reps are given fake names to sound American and you can hardly understand what they're trying to say? They sound like computers reading off scripts and are NEVER helpful. Not to mention that the legacy airlines with large NYC presence experienced similar phone issues during yesterday's storm. 1-800-221-1212 (DL), for example, got you "All circuits are busy"...jetBlue disconnected most callers, but at least it was with the company phone system - not from an automated operator. Additionally, elite members at those airlines claim on this and other forums that their "special" phone lines were jammed with hold times well above 30 minutes on average.

Fact is that during IROPS such as snow storms and hurricanes, no airline is 100% prepared to handle the high call volume. JetBlue is usually one of the best when it comes to hold times - but in IROPS, they are the same as every other airline out there.

As of March 17th, 0149hrs on the West Coast and 0449hrs on the East Coast, apparently some work is still being finished up...

"Those Customers entitled to refunds and travel vouchers for their inconvenience during the February 14 - 19 timeframe should have been contacted by now. There are some customers that we owe additional emails and voucher information; those emails will be sent shortly. There is no need to call our reservations number, which is experiencing high call volumes presently."

When I read this, I had to ask myself if they even realize how bad this makes them look. If you owe additional emails and voucher information, its like ...well...someone declaring victory even though you are still fighting the war. They didn't finish the job one full month later. And thats just the customer service part of it. It makes me wonder how long it might take before the operational stuff is even addressed.

When I read this, I had to ask myself if they even realize how bad this makes them look. If you owe additional emails and voucher information, its like ...well...someone declaring victory even though you are still fighting the war. They didn't finish the job one full month later. And thats just the customer service part of it. It makes me wonder how long it might take before the operational stuff is even addressed.

Really annoying, and getting more annoying by the day.

What's the better system? To outsource overseas to countries like India where phone reps are given fake names to sound American and you can hardly understand what they're trying to say? They sound like computers reading off scripts and are NEVER helpful.

That's certainly better than outsourcing all of your heavy maintenance to a country like El Salvador.

I'll take the foreign phone reps with the fake names over the foreign maintenance stations any day.

That's certainly better than outsourcing all of your heavy maintenance to a country like El Salvador.

I'll take the foreign phone reps with the fake names over the foreign maintenance stations any day.

Any MX performed off U.S. soil must be approved by the FAA and it is just as safe. Not to mention much of jetBlue's mx is being shifted to the U.S. and other airlines outsource MX too.

Good try going off topic - this thread was discussing phone systems - not MX.

Any MX performed off U.S. soil must be approved by the FAA and it is just as safe. Not to mention much of jetBlue's mx is being shifted to the U.S. and other airlines outsource MX too.

Good try going off topic - this thread was discussing phone systems - not MX.

It is well-known that the FAA has had a great deal of difficulty maintaining oversight over foreign, outsourced maintenance stations.

Off topic? You're the one who brought up outsourcing, and foreign workers.:rolleyes:

It is well-known that the FAA has had a great deal of difficulty maintaining oversight over foreign, outsourced maintenance stations.
Well known by who? Source? FBMI (Federal Bureau of Misc. Information)!? That belongs on David Letterman...
In the mean time, jetBlue's airplanes fly hundreds of successful flights a day.
Off topic? You're the one who brought up outsourcing, and foreign workers.:rolleyes:
You're right...I did bring up outsourcing...when someone compared jetBlue's "terrible" phone system to that of other airlines! No where in this thread was MX mentioned.

Well known by who? Source? FBMI (Federal Bureau of Misc. Information)!? That belongs on David Letterman...
In the mean time, jetBlue's airplanes fly hundreds of successful flights a day.

You're right...I did bring up outsourcing...when someone compared jetBlue's "terrible" phone system to that of other airlines! No where in this thread was MX mentioned.

Aren't you up past your bedtime, sonny?

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