Jet Blue- Cancelled flight- can't call- what now?
Dec 28, 2010, 1:03 pm
#16
Original Poster
Join Date: Oct 2008
Location: Los Angeles
Programs: SPG Gold
Posts: 75
Sorry, but me saying the same thing a second time doesn't seem to make much sense to me. Did you really think that the person suggested Twitter because it wasn't another option to solve the problem?
And your initial response - the "noodling around" bit - was pretty dismissive and snarky IMO. I actually don't really think my first response was, but I suppose that's just my opinion.
Much like the initial suggestion to try Twitter, which was useful IMO, I offered the explanations as to why Twitter would be helpful. Sorry the suggestions and explanations weren't as clear and useful as you wanted. That's life when you post online and hope for the bust, I suppose.
And your initial response - the "noodling around" bit - was pretty dismissive and snarky IMO. I actually don't really think my first response was, but I suppose that's just my opinion.
Much like the initial suggestion to try Twitter, which was useful IMO, I offered the explanations as to why Twitter would be helpful. Sorry the suggestions and explanations weren't as clear and useful as you wanted. That's life when you post online and hope for the bust, I suppose.
You met no resistance from me on the notion of rebooking via Twitter- once it was stated that the purpose of going to Twitter would be to rebook the flight. However by that time we had already done the redial trick enough times to rebook via that mechanism.
You are a moderator on this board. I would think you'd have an interest in less drama, more substance. Whatever, the flight is rebooked now.
H
Dec 28, 2010, 4:02 pm
#17
Join Date: Jul 2008
Programs: new united nobody
Posts: 165
Dec 28, 2010, 4:23 pm
#18
Join Date: Dec 2007
Posts: 377
JB could easily send customers an email, text or voicemail that says, "Due to the blizzard in NY, your flight has been cancelled. Contact us at 1-800-JBFLYSHIGH or on Twitter to rebook. Flights may not be available for several days. You can also cancel your flight and obtain a refund." You claim this would accomplish nothing, yet it would have answered every question I had and obviatated the need for this thread (and your snark).
Dec 28, 2010, 5:05 pm
#19
Original Poster
Join Date: Oct 2008
Location: Los Angeles
Programs: SPG Gold
Posts: 75
Still no call, text, email- although I don't know if anyone has checked her spam box.
H
Dec 28, 2010, 7:09 pm
#20
Join Date: Dec 2007
Posts: 377
Not sure how it was booked- however since my 75-year-old mother booked the flight and she has a fear of online commerce, I assume it was booked via telephone. I can ask her when I get back to the house if it matters.
Still no call, text, email- although I don't know if anyone has checked her spam box.
H
Still no call, text, email- although I don't know if anyone has checked her spam box.
H
Dec 28, 2010, 8:02 pm
#21
Join Date: Dec 2006
Posts: 176
Although I've found the Mod of this forum to always be helpful, I have to admit my surprise at the tone expressed in this particular thread.
I, too, thought the "try twitter" comment was just being "snarky" until the later post when the explanation was made. I had no idea JB used Twitter ( as I would assume the great majority of JB Fliers don;t know), nor would I have any idea how to use Twitter, despite being fairly computer savvy - just not Twitter Savvy.
Dec 28, 2010, 8:07 pm
#22
Join Date: May 2008
Location: new york
Programs: trueblue ,mileageplus skymiles, hilton honors silver
Posts: 965
twitter
twittericoachgns;15539773]Although I've found the Mod of this forum to always be helpful, I have to admit my surprise at the tone expressed in this particular thread.
I, too, thought the "try twitter" comment was just being "snarky" until the later post when the explanation was made. I had no idea JB used Twitter ( as I would assume the great majority of JB Fliers don;t know), nor would I have any idea how to use Twitter, despite being fairly computer savvy - just not Twitter Savvy.[/QUOTE]
I was in a hurry when I made the post so sorry that I could not provide more detais. Actually b6 should mention twitter on the facebook page.
I, too, thought the "try twitter" comment was just being "snarky" until the later post when the explanation was made. I had no idea JB used Twitter ( as I would assume the great majority of JB Fliers don;t know), nor would I have any idea how to use Twitter, despite being fairly computer savvy - just not Twitter Savvy.[/QUOTE]
I was in a hurry when I made the post so sorry that I could not provide more detais. Actually b6 should mention twitter on the facebook page.
Dec 28, 2010, 8:18 pm
#24
Join Date: Sep 2009
Location: iad/dca
Programs: UA Million Mile Gold, Club, AA, Delta, Marriott, Hertz G, A/Club
Posts: 1,106
Sheesh Dude, you are way snarky. The Twitter suggestion was not dismissed. A request was made for further clarification. Yes, it initially seemed strange to me that JB would not have enough manpower to answer phones but they could have employees posting on Twitter. However, if JB is on Twitter actually solving rebooking issues, great. You could actually just reply to me "that poster said 'Try Twitter' because JB could actually rebook you via that mechanism." THAT would have been a useful reponse. I am no technophobe, would join Twitter for 15 minutes if there was a reason too.
Also mea culpa, I suppose, if I do not know how JB internally handles its seats available for rebooking. It seems nothing but logical that the more time that goes by, the less seat availability there will be- hence my desire to learn the most expedient way to contact JB.
JB could easily send customers an email, text or voicemail that says, "Due to the blizzard in NY, your flight has been cancelled. Contact us at 1-800-JBFLYSHIGH or on Twitter to rebook. Flights may not be available for several days. You can also cancel your flight and obtain a refund." You claim this would accomplish nothing, yet it would have answered every question I had and obviatated the need for this thread (and your snark).
Don't assume everyone who does not know the intricacies of how JB operates is a moron. Don't assume everyone who posts here has failed to make themselves aware of the weather situation in NY. Don't assume is someone asks what going to Twitter will accomplish is dismissing the idea out of hand. And if you thought the tone of my initial response was off kilter, why compound the situation with snark?
H
Also mea culpa, I suppose, if I do not know how JB internally handles its seats available for rebooking. It seems nothing but logical that the more time that goes by, the less seat availability there will be- hence my desire to learn the most expedient way to contact JB.
JB could easily send customers an email, text or voicemail that says, "Due to the blizzard in NY, your flight has been cancelled. Contact us at 1-800-JBFLYSHIGH or on Twitter to rebook. Flights may not be available for several days. You can also cancel your flight and obtain a refund." You claim this would accomplish nothing, yet it would have answered every question I had and obviatated the need for this thread (and your snark).
Don't assume everyone who does not know the intricacies of how JB operates is a moron. Don't assume everyone who posts here has failed to make themselves aware of the weather situation in NY. Don't assume is someone asks what going to Twitter will accomplish is dismissing the idea out of hand. And if you thought the tone of my initial response was off kilter, why compound the situation with snark?
H
Dec 28, 2010, 8:50 pm
#26
Join Date: Sep 2005
Location: MSY
Programs: Bonvoy (Titanium) . Delta (Platinum)
Posts: 531
http://jetblue.com/help/contactus/index.html
The placement of the twitter icon on the "contact us" page in the tiny right-hand corner suggests that it shouldn't be given priority over answering the phones.
Quite honestly, it seems unfair that people "in the know" might be getting help before people who are trying to call or e-mail are getting help. Just adds to the sense that B6 has no clue what it is doing.
The placement of the twitter icon on the "contact us" page in the tiny right-hand corner suggests that it shouldn't be given priority over answering the phones.
Quite honestly, it seems unfair that people "in the know" might be getting help before people who are trying to call or e-mail are getting help. Just adds to the sense that B6 has no clue what it is doing.
Dec 28, 2010, 10:00 pm
#27
Suspended
Join Date: Jul 2010
Location: Usa
Programs: magsetleVE
Posts: 69
http://jetblue.com/help/contactus/index.html
The placement of the twitter icon on the "contact us" page in the tiny right-hand corner suggests that it shouldn't be given priority over answering the phones.
Quite honestly, it seems unfair that people "in the know" might be getting help before people who are trying to call or e-mail are getting help. Just adds to the sense that B6 has no clue what it is doing.
The placement of the twitter icon on the "contact us" page in the tiny right-hand corner suggests that it shouldn't be given priority over answering the phones.
Quite honestly, it seems unfair that people "in the know" might be getting help before people who are trying to call or e-mail are getting help. Just adds to the sense that B6 has no clue what it is doing.
They've put out a call for mandatory overtime for everyone that works in the center. I have friends that have worked 12-14 hour days since Christmas to try and help people out.
This is why JB added things like Twitter... because you can help people using methods that aren't hard capped by things like available phone lines.
(Thoughts are my own, not representative of JB in any way, blah blah disclaimer.)
Last edited by LiaJB; Dec 28, 2010 at 10:10 pm
Dec 28, 2010, 10:15 pm
#28
Original Poster
Join Date: Oct 2008
Location: Los Angeles
Programs: SPG Gold
Posts: 75
Well, lo and behold, mother actually booked her flight on JB website. She had a friend come over and help her. THey spent all morning making the booking and then went out for lunch.
And here's what was in her spam box:
Dear HP's Mother,
This email is to inform you that your JetBlue flight has been cancelled. We apologize for the disruption this may cause in your travel plans.
Your itinerary may be rebooked without a fee by calling 1-800-JETBLUE (538-2583). If you prefer, ask our Reservation Crewmember about a full refund* or a credit for future travel on JetBlue (good for one year).
Confirmation Number
XXXXXXX
We thank your for your understanding and look forward to welcoming you onboard soon.
Sincerely,
JetBlue Airways
No mention of the Twitter option for rebooking, but at least JB did contact Mother. We do not have a problem with the fact that the weather caused the flight to be cancelled. Or that JB was so busy they could not take a call. But JB definately could have done a better job letting people know what was going on, perhaps sending folks to Twitter via the same message on the phone line that tells you that they are terminating your call. Or put that info into the email that is sent out. Or implement a system whereby customer can enter a phone number for a return call.
H
And here's what was in her spam box:
Dear HP's Mother,
This email is to inform you that your JetBlue flight has been cancelled. We apologize for the disruption this may cause in your travel plans.
Your itinerary may be rebooked without a fee by calling 1-800-JETBLUE (538-2583). If you prefer, ask our Reservation Crewmember about a full refund* or a credit for future travel on JetBlue (good for one year).
Confirmation Number
XXXXXXX
We thank your for your understanding and look forward to welcoming you onboard soon.
Sincerely,
JetBlue Airways
No mention of the Twitter option for rebooking, but at least JB did contact Mother. We do not have a problem with the fact that the weather caused the flight to be cancelled. Or that JB was so busy they could not take a call. But JB definately could have done a better job letting people know what was going on, perhaps sending folks to Twitter via the same message on the phone line that tells you that they are terminating your call. Or put that info into the email that is sent out. Or implement a system whereby customer can enter a phone number for a return call.
H
Dec 28, 2010, 10:34 pm
#29
Join Date: Dec 2007
Posts: 377
There is a physical maximum number of phone lines that *any* corporation can have at any time. This mess has ran JB into the phone line maximum.
They've put out a call for mandatory overtime for everyone that works in the center. I have friends that have worked 12-14 hour days since Christmas to try and help people out.
This is why JB added things like Twitter... because you can help people using methods that aren't hard capped by things like available phone lines.
They've put out a call for mandatory overtime for everyone that works in the center. I have friends that have worked 12-14 hour days since Christmas to try and help people out.
This is why JB added things like Twitter... because you can help people using methods that aren't hard capped by things like available phone lines.
Originally Posted by intl_flyer
ridiculous why should you have to open a twitter account to check your airline status
Originally Posted by defiance96
Quite honestly, it seems unfair that people "in the know" might be getting help before people who are trying to call or e-mail are getting help. Just adds to the sense that B6 has no clue what it is doing.
Originally Posted by iquitos
if they want twitter and give it priority over their website, telephone, and email in emergencies the least they could do is say so up front. seems unfair to me for them to give priority to twitter over other more established and used communication media.
Dec 28, 2010, 10:43 pm
#30
Join Date: Sep 2009
Location: iad/dca
Programs: UA Million Mile Gold, Club, AA, Delta, Marriott, Hertz G, A/Club
Posts: 1,106
so it looks like
email is the airline's preferred communication system and they have the capacity to use it. passengers just have to clear out their spam box more often: they preferred the passenger get in touch as follows: "... Your itinerary may be rebooked without a fee by calling 1-800-JETBLUE (538-2583). If you prefer, ask our Reservation Crewmember about a full refund* or a credit for future travel on JetBlue (good for one year). ... "
so apparently the carrier still prefers phone and email.
so apparently the carrier still prefers phone and email.
Last edited by iquitos; Dec 28, 2010 at 11:34 pm