JetBlue Almost lost my mom!!!
Jul 20, 2017, 7:06 am
#16
Original Poster
Join Date: Jun 2009
Location: Somewhere
Programs: Delta Plat
Posts: 3,363
I did mobile check-in for my mom and had the BP text to her, and after talking to her she also got a paper BP. I am not sure why they wouldn't believe her when she told me they argued with her.
When she told me on the 5th that they almost put her on the wrong flight I laughed it off thinking it was solely due to the gate change and mistakes happen. But yesterday when we spoke after she returned from her trip, is when she told me they argued with her about the whole thing. she said she was starting to shake and get scared. She said she didn't want to call me when it was happening because her BP was on the screen and she was scared it would be lost. (I normally walk her through the process of checking her in online via the app, and then have her take a screen shot)
She told me she heard something about a gate change and asked the wheelchair assistant if it was for her and she was told no. I asked her why she didn't read the board, she said from the distance she was at where they had her she couldn't see it, until pre-boarding started and she was 1st in line to board the flight.
What bothers me is they argued with her, and what if the scanner malfunctioned, my mom would have screamed down the jetway and they might have thought she was some crazy person. Well she is a NYer and we are all a bit Crazy but she wasn't at fault here at least I don't think so.
When she told me on the 5th that they almost put her on the wrong flight I laughed it off thinking it was solely due to the gate change and mistakes happen. But yesterday when we spoke after she returned from her trip, is when she told me they argued with her about the whole thing. she said she was starting to shake and get scared. She said she didn't want to call me when it was happening because her BP was on the screen and she was scared it would be lost. (I normally walk her through the process of checking her in online via the app, and then have her take a screen shot)
She told me she heard something about a gate change and asked the wheelchair assistant if it was for her and she was told no. I asked her why she didn't read the board, she said from the distance she was at where they had her she couldn't see it, until pre-boarding started and she was 1st in line to board the flight.
What bothers me is they argued with her, and what if the scanner malfunctioned, my mom would have screamed down the jetway and they might have thought she was some crazy person. Well she is a NYer and we are all a bit Crazy but she wasn't at fault here at least I don't think so.
Jul 20, 2017, 3:39 pm
#17
Join Date: Jun 2012
Location: New England
Programs: American Gold, Marriott Gold, Hilton Silver
Posts: 5,640
Jul 20, 2017, 5:14 pm
#18
Join Date: Dec 2004
Programs: Hyatt Globalist, Marriott Titanium, UA Silver, Hilton Gold, Hertz Pres Circle
Posts: 1,509
Interesting...seemed like the OP was just sharing a story, not blaming or asking for compensation. But it does seem like it would be reasonable procedure for a wheelchair attendant to check a boarding pass before pushing a customer onto the plane.
Jul 28, 2017, 2:38 pm
#20
Join Date: Aug 2015
Location: NYC
Programs: Marriott Platinum, JetBlue Mosaic, Hilton Silver
Posts: 711
The absurdity is not that the chair assistant took a pax to the wrong gate, mistakes happen it's easy to miss noticing a gate change.
The really absurd part is the GA and chair assistant arguing with a pax about where they are flying to, when neither had factual basis to argue, but rather they chose not to believe her because of the pax's perceived disability.
It only takes 5 seconds to check the BP. Arguing with the pax without even looking does not sound to me like an appropriate response.
The really absurd part is the GA and chair assistant arguing with a pax about where they are flying to, when neither had factual basis to argue, but rather they chose not to believe her because of the pax's perceived disability.
It only takes 5 seconds to check the BP. Arguing with the pax without even looking does not sound to me like an appropriate response.
Jul 30, 2017, 2:00 pm
#21
Original Poster
Join Date: Jun 2009
Location: Somewhere
Programs: Delta Plat
Posts: 3,363
Just an FYI I had emailed Jetblue about this, I didn't request compensation I simply asked that they retrain their staff, after all my mom did make her flight.
However, they gave me mom a $75 true bank credit. and also suggested if I still wasn't happy I could file a complaint with the US DOT under Title 14 CFR Part 382.
https://www.transportation.gov/airco...s-disabilities
I thought their response was far more than I expected. Like I said my mom did make her flight just had to argue with a GA and a wheel chair assistant.
However, they gave me mom a $75 true bank credit. and also suggested if I still wasn't happy I could file a complaint with the US DOT under Title 14 CFR Part 382.
https://www.transportation.gov/airco...s-disabilities
I thought their response was far more than I expected. Like I said my mom did make her flight just had to argue with a GA and a wheel chair assistant.