TrueBlue Issue
Aug 27, 2010, 9:42 am
#1
Original Poster
Join Date: Oct 2008
Posts: 32
TrueBlue Issue
As I mentioned in another thread, I recently traveled roundtrip JFK-SJU on B6. Since it's been more than a week since my departure date, I checked my TrueBlue account to see if at least the points for that flight had posted. I noticed that the base points had posted, but not the bonus points for booking online.
I called JetBlue customer service and was put on hold as the agent presumably spoke with TrueBlue. She then told me that the system was not giving me the online points because I had phoned B6 to claim credits when the fare dropped (a not-heavily-advertised policy of which I became aware through this forum). She said it was a mistake and that the bonus points would be forthcoming.
I was banking on using my accumulated points for a specific flight in the near future but now I cannot because I may have to wait up to a few weeks (according to the agent) as this error is resolved. I mentioned this and asked if any additional points are given to customers who are victims of TrueBlue errors, as a gesture of goodwill. I was told no. After the call, I looked at the T&C and found that I the traveler am "responsible for ensuring that Points earned are properly credited." Fair enough, but I'm still disappointed that this error may force me to alter how I pay for my next trip.
Also, the phone call to claim credits was for my return flight, not my departure flight, so I am mystified as to how this happened. (It hasn't been a full week since my return trip yet, so I'll see if the same problem arises with my return points).
Has anyone ever had a similar problem?
I called JetBlue customer service and was put on hold as the agent presumably spoke with TrueBlue. She then told me that the system was not giving me the online points because I had phoned B6 to claim credits when the fare dropped (a not-heavily-advertised policy of which I became aware through this forum). She said it was a mistake and that the bonus points would be forthcoming.
I was banking on using my accumulated points for a specific flight in the near future but now I cannot because I may have to wait up to a few weeks (according to the agent) as this error is resolved. I mentioned this and asked if any additional points are given to customers who are victims of TrueBlue errors, as a gesture of goodwill. I was told no. After the call, I looked at the T&C and found that I the traveler am "responsible for ensuring that Points earned are properly credited." Fair enough, but I'm still disappointed that this error may force me to alter how I pay for my next trip.
Also, the phone call to claim credits was for my return flight, not my departure flight, so I am mystified as to how this happened. (It hasn't been a full week since my return trip yet, so I'll see if the same problem arises with my return points).
Has anyone ever had a similar problem?
Aug 27, 2010, 3:17 pm
#2
Suspended
Join Date: Jul 2010
Location: Usa
Programs: magsetleVE
Posts: 69
Wow, I didn't even know that happens! What a mess. =/
But to answer your question, when we honor the lower fare, if you haven't flown a portion of your flight yet, it exchanges out your whole ticket. Which then made it show as the whole ticket booked by an agent, not done online.
If you feel comfortable PMing me your TB# (and I'd understand if you don't!) I'm in the center today and I'd happily walk over to the TB area and see if someone can expedite it for you.
Good luck!
But to answer your question, when we honor the lower fare, if you haven't flown a portion of your flight yet, it exchanges out your whole ticket. Which then made it show as the whole ticket booked by an agent, not done online.
If you feel comfortable PMing me your TB# (and I'd understand if you don't!) I'm in the center today and I'd happily walk over to the TB area and see if someone can expedite it for you.
Good luck!
Aug 27, 2010, 5:14 pm
#3
A FlyerTalk Posting Legend
Join Date: Apr 2001
Location: PSM
Posts: 69,232
<mod>
While I cannot claim or vouch for LiaJB as an official JetBlue representative here, I can vouch for the fact that they are a JetBlue employee. Not sure if that really helps anyone or not, but given the solicitation of the TB data I wanted to make sure that was clear to the community.
-sbm12
</mod>
While I cannot claim or vouch for LiaJB as an official JetBlue representative here, I can vouch for the fact that they are a JetBlue employee. Not sure if that really helps anyone or not, but given the solicitation of the TB data I wanted to make sure that was clear to the community.
-sbm12
</mod>
Sep 17, 2010, 2:16 pm
#5
Original Poster
Join Date: Oct 2008
Posts: 32
Just wanted to give an update.
First off, thanks for the support/sympathy.
Unfortunately, the issue remains largely unresolved. While my account has been properly credited, my traveling companions are still missing large chunks of TrueBlue points.
Since I first posted, I've followed up with JetBlue twice. What's puzzling about this issue -- both to me and to JetBlue -- is that the errors in crediting the points are largely inconsistent.
To give a recap of the situation: I flew roundtrip from JFK to SJU in August, with 4 family members on the same itinerary. Two of us had previously flown JetBlue and gave our TrueBlue numbers when booking. The three others were flying JetBlue for the first time. After the flights were completed, each of them registered with TrueBlue and submitted a missing points request. As I noted in my original post, my points did not post correctly -- even though I had given my TB number. I was missing the bonus points (see my original post in the thread for an explanation). That issue was resolved for me and for my traveling companion who already had a TB number.
What is really bizarre is what happened with the accounts of the three flyers who joined TB after our flights. Each of them is missing segments and/or online bonus points. Yet they're not all missing the same points. Some have them for the flight out of JFK but not for the flight back. Some have bonus points while others' remain uncredited.
In speaking with customer service representatives and even a TB supervisor, I was told that I may have to wait several weeks for the issue to be resolved. Again, I was told that the new database/reservations system continues to be problematic. They were good enough to send e-mails to the appropriate departments (IT? TB?) to try to get the issue resolved, but all of us were planning on using those points for travel in the near future -- points that we earned but haven't received. Since the point cost of a flight varies much like the dollar cost does, it would be ideal to have those points ASAP.
All in all, I'm thoroughly disappointed by the entire situation. I've never had such a hassle when trying to get FF miles credited, and I can't believe the computer system JetBlue uses seems so buggy.
Any advice on how to proceed, or whether I could get compensated for having to wait so long for my points, is appreciated.
First off, thanks for the support/sympathy.
Unfortunately, the issue remains largely unresolved. While my account has been properly credited, my traveling companions are still missing large chunks of TrueBlue points.
Since I first posted, I've followed up with JetBlue twice. What's puzzling about this issue -- both to me and to JetBlue -- is that the errors in crediting the points are largely inconsistent.
To give a recap of the situation: I flew roundtrip from JFK to SJU in August, with 4 family members on the same itinerary. Two of us had previously flown JetBlue and gave our TrueBlue numbers when booking. The three others were flying JetBlue for the first time. After the flights were completed, each of them registered with TrueBlue and submitted a missing points request. As I noted in my original post, my points did not post correctly -- even though I had given my TB number. I was missing the bonus points (see my original post in the thread for an explanation). That issue was resolved for me and for my traveling companion who already had a TB number.
What is really bizarre is what happened with the accounts of the three flyers who joined TB after our flights. Each of them is missing segments and/or online bonus points. Yet they're not all missing the same points. Some have them for the flight out of JFK but not for the flight back. Some have bonus points while others' remain uncredited.
In speaking with customer service representatives and even a TB supervisor, I was told that I may have to wait several weeks for the issue to be resolved. Again, I was told that the new database/reservations system continues to be problematic. They were good enough to send e-mails to the appropriate departments (IT? TB?) to try to get the issue resolved, but all of us were planning on using those points for travel in the near future -- points that we earned but haven't received. Since the point cost of a flight varies much like the dollar cost does, it would be ideal to have those points ASAP.
All in all, I'm thoroughly disappointed by the entire situation. I've never had such a hassle when trying to get FF miles credited, and I can't believe the computer system JetBlue uses seems so buggy.
Any advice on how to proceed, or whether I could get compensated for having to wait so long for my points, is appreciated.
Sep 22, 2010, 11:05 am
#8
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