I was confirmed on JFK-BOS as part of a SEA-JFK-BOS itinerary. Around the time of the originally scheduled departure, the flight was canceled due to an unknown maintenance issue. While I was quickly rebooked as a Mosaic customer on the next available JFK-BOS flight, I ultimately would not be able to accomplish in BOS what I originally set out to do under the new arrival time, effectively rendering a Trip in Vain upon which I decided I would end my trip at JFK.

According to both the Just Ask Counter and @JetBlue on Twitter, JetBlue does not provide a prorated refund or credit based on distance in the event of a controllable cancellation of a connecting flight under one fare basis and my only options would be to either travel on the rebooked JFK-BOS flight or forfeit the value of the segment. As I would be receiving a $50 Credit for the cancellation per the Bill of Rights, and the Base Fare for my ticket was $536.89, I decided I would drop the matter as it covered the $47.00 value of JFK-BOS.

About a week later, the TrueBlue points for SEA-JFK posted incorrectly. At the same time, I noticed under Sections 26 and 37 (Bill of Rights) of the Contract of Carriage, "When a portion of the trip has been made, the refund will be made in an amount equal to the applicable one-way fare (less any applicable discount) for the portion of the trip canceled or not operated as scheduled by Carrier." In other words, I could not find anything anywhere excluding a connecting flight, and I decided I would send an email merely to seek clarification.

Fifty minutes later, I receive a rushed response that a partial credit or refund for the cancellation of a connecting flight is possible, but as I elected to choose a different flight rather than receive a credit or refund at the time of cancellation, one would not be given if I later were to change my mind, and that the TrueBlue points for SEA-JFK posted correctly. I replied neither of which was the case, indicating I was denied a credit or refund across two different channels at the time of cancellation and a detailed calculation of the TrueBlue points.

Two hours later, I receive a response discussing in detail why the refund of individual segments of connecting flights is not possible as the fare can only be applied from SEA-BOS by way of JFK and not SEA-JFK, again as if I had decided I would not travel to BOS on a whim, and suggested I book my flights in the future as a stopover while briefly maintaining I had the option to receive a refund at the time of cancellation, again not the case and as if they are separate issues, with no mention of the incorrect TrueBlue credit. I am now awaiting my third response.

While I appreciate the efforts to respond to Mosaic customers in hours, I am now equally frustrated and disappointed at the correspondance I have received up to this point regarding both issues. The issue I have is a matter of principle. It makes absolutely no sense as an example if I were to book a flight from SFO-JFK-BDA this Sunday and in the event of a controllable delay or cancellation, upon reaching JFK on Monday have to choose between waiting until at least Thursday for the next scheduled flight on JetBlue to BDA or forfeiting the value of JFK-BDA.