JetBlue TrueBlue - Customer Bill of Rights

I've been for the most part pleased with my experiences traveling on JetBlue, up until last week. 2 hour delay, no big deal. I knew that meant a $50 credit if it was a delay within their control (which of course is limited to maintenance issues and little more), and the pilot confirmed as much when he announced that the cause of our delay was paperwork regarding a maintenance issue they had just resolved.

I was told I would have the credit automatically assigned to my flight confirmation within 3 days or so by the gate agent.

I called 3 days later and was told by B6 Supervisor Eric that there would be no credit, becuase the first hour delay was due to an earlier ground stoppage in NYC, and only the second hour was due to the maintenance problem. Well, I said, a controllable 1 hour delay is an automatic $25 credit, so why is that not being applied? Eric told me I'd have to write online to JetBlue to raise that concern, as apparently supervisors don't make those kinds of decisions.

So I wrote JetBlue, and they gave me the $25 credit for the one hour that was their fault. Their reply included "After reviewing our records, we see that flight #1219 does qualify for a $25 voucher in accordance to our Bill of Rights." I wrote back reminding them that the other passengers were protected by the same Bill of Rights they were promoting as a differentiator to other airlines. Here is there reply:

"Dear Mr. Xxxx,

Thank you for your additional correspondence regarding your delayed JetBlue flight. We understand your frustration at the difficulty of this flight and we do not mean to add further aggravation to you.

We have checked and rechecked flight #1219 on January 22, and have found that we did not issue vouchers for this flight on this date. We offered you compensation as a good will gesture and have not issued compensation to additional customers onboard this flight.

We appreciate you taking the time to let us know of this inconsistency and look forward to having another opportunity to welcome you onboard again.

Sincerely,

Jan
Customer Commitment Crew
JetBlue Airways
Crewmember 57749

Original Message Follows:
------------------------

Suzanne,

Thank you for your reply. It seems the other passengers have not received their vouchers yet as
guaranteed in the Passenger's Bill of Rights. Please confirm that this has been brought to your
attention and that it is being addressed.

Best Regards,

Xxx Xxxx
____________
xxx-xxx-xxxx> Date: Mon, 28 Jan 2008 13:41:52 -0700> From: DearJetBlue@jetblue.com> To:
Subject: Your Recent JetBlue Flight #1219> > To: > Re: email
received Saturday,01/26/08 9:37 PM, Speak Up 1747999>

Dear Mr. Xxxx,

Thank you for contacting us in regards to your recent JetBlue flight #1219 on January 22, 2008. We appreciate the opportunity to address your concerns. After reviewing our records, we see that flight #1219 does qualify for a $25 voucher in accordance to our Bill of Rights. We have already created this
voucher for you and your information is included. To review our voucher guidelines, please click on the link below:> > XXXXXX>
> Customer name: Xxx Xxxx> Confirmation number: XXXXXX> Voucher code: XXX> Voucher number:
XXXXXXXX> Voucher amount: $25> Expiration Date: January 26, 2009> > Vouchers may now be redeemed
online by entering your voucher code and number on the payment screen, > near the end of the online
booking process. We look forward to welcoming you onboard for a renewed and positive JetBlue experience.
Sincerely,

Suzanne
Customer Commitment Crew
JetBlue Airways
Crewmember 64343

Welcome to FT! Consistency is definitely key, but you got your $25 voucher! Why even bother in regards to the other people on that flight? If they care enough, they will write in and be compensated too.

Welcome to FT! Consistency is definitely key, but you got your $25 voucher! Why even bother in regards to the other people on that flight? If they care enough, they will write in and be compensated too.

Because I was hoping the difference b/t B6 and all the majors was that with a "Bill of Rights" in place, the airline would automatically do right by its passengers. This experience teaches me they are like the others, and that without raising concerns (which wastes another :30 of my time in addition to the time on the tarmac), they are focused more on their bottom line than my satisfaction. The first supervisor should have addressed the error promptly over the phone, and the voucher should have been credited to every passenger. And if you asked David Neeleman he would say the same, publicly and privately I'm sure.

I don't want to be rewarded for complaining. I want to know that I don't need to once a problem is understood.

You're absolutely right. But, the difference here is another airline would not have given you the voucher, even IF they had a policy like jetBlue's in which it should have been issued in the first place!

The phone reps are great; unfortunately, the supervisors make poor decisions. One even threatened me that my account is going to be documented not to "bend the rules" in the future...as far as I am concerned, that is NOT something you tell a loyal customer.

I'm a big fan of David Neeleman, had the opportunity of meeting him 3 times. And he is the one who introduced the customer comes first attitude. I just wish the company would give him the power to step up to the plate in customer service - EMPOWER FRONTLINE EMPLOYEES like in 2000, 2001, 2002, 2003!!!!! I miss those days. Today everything goes through the supervisors. But you do have to understand that it is still the airline industry and every penny counts - even at B6.

You're absolutely right. But, the difference here is another airline would not have given you the voucher, even IF they had a policy like jetBlue's in which it should have been issued in the first place!

I don't follow this. Are you saying that no other carrier would issue a voucher for a MX delay in general? Or that no other carrier would issue a voucher even if they had a policy that dictates a voucher should be issued? I think that the former is more likely than the latter, but that neither is 100% It may not be a matter of policy, but many other carriers do issue vouchers in cases where there is a MX or other airline-controlled cause for delays.

I don't follow this. Are you saying that no other carrier would issue a voucher for a MX delay in general? Or that no other carrier would issue a voucher even if they had a policy that dictates a voucher should be issued? I think that the former is more likely than the latter, but that neither is 100% It may not be a matter of policy, but many other carriers do issue vouchers in cases where there is a MX or other airline-controlled cause for delays.

Both. I've had MX delays on many other airlines and NEVER got compensation more than maybe $5 to spend at the airport McDonald's :rolleyes:

My point here was that NO airline has the compensation official in writing. JetBlue did this before the Feb. meltdown, but now it's just official. I've been compensated under the B.O.R., but it seems like with the OP they did not follow through. Mistakes do happen, BUT, at another airline if the mistake happend they would have just ignored it - at least here the OP was able to get the voucher issued over the phone.

Welcome to FT! Consistency is definitely key, but you got your $25 voucher! Why even bother in regards to the other people on that flight? If they care enough, they will write in and be compensated too.

I've received miles from other carriers for delayed flights without calling and its not their policy in writing. However, B6 has it in writing and should adhere to their own policies.

http://www.jetblue.com/about/ourcompany/promise/index.html

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Q: How will I receive my Bill of Rights Voucher?
A: JetBlue will electronically award Vouchers to customers on canceled or delayed flights that fall under the provisions of the Bill of Rights, and will communicate the issuance of the Vouchers via the email address in a customer’s booking record. If JetBlue does not have an email address for you, we will mail to the address of record a confirmation letter that advises you the amount of your voucher and how to redeem it. Customers who booked their flight with an online travel agency such as Travelocity or Expedia are asked to please call 1-800-JETBLUE one week or more after their flight to receive their Voucher information (if relevant). At this time we cannot contact Customers who booked with online travel agencies to inform them of their compensation.

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I've received miles from other carriers for delayed flights without calling and its not their policy in writing. However, B6 has it in writing and should adhere to their own policies.


^^^^^

Me too on the compensation front. Excusing B6 from the BoR because no other carrier has one anyways is a terrible argument.