Dont use the 800 #
 

On 2/26 I had a flight to Cancun Mexico from Rochester NY on Jetblue. I made sure to call the evening before at 11pm to make sure everything was set for my 6 am depature. At 11pm I was told the flight was ontime and no problem. I again called the mornign of the flight at 4 am to confirm the flight was ontime and was told YES again. Thus I proceeded to the airport, only to read Fligh Canceled. After goging through the line I was told by the ticket aganet that the flight was canceled the evening prior at 9pm. When I informed the rep that the 800 # was giving hte wrong information, he appolgized adn said there was nothing he could do but refer me to call the same number to Rebook.
If it were any worse it happened. I headd home and a few minuted beforethe scheduled flight, I was again told, its ontime.

Needless to say the flight was canceled and JetBlue's 800# is of no assitance. I have tried contacting the Customer Satisfaction number with no response, via email, mail, fax, or phone.

I understand weather can and does effect flights, but if I was informed that the flight was cancelled I could have save my hotel deposit and a big Morning run around.

Any suggestions, other then NEVER FLY JETBLUE.

Unfortunately, this is becoming an all-too-familiar tale for JetBlue.

I would definitely complain to the corporate office, and bypass Customer No Satisfaction, since you are not even getting a response.

So much for their "restoring humanity to air travel."

Jetlbue finally answered my problem, not even tx
 

Well, I got my email from Customer service today. Not even an apology for the problem. All they said is deal with it. I will never fly them again after using the one true blue pass I have (something I will probably give to a friend now). What upsets me the most is after the lies and mis-information they provided me, they did not even acknowledge the problem, they just skipped over the mistake!! I will try the corporate office this week but dont expect much satisfaction.

Any other suggestions??

Just keep telling your story. The only force that will effect change is revisions in customer perceptions that lead to lost business.

When United Airlines scr@wed me over during the "summer from hell" in 2000 and cost me an unnecessary $1,000, I wrote them and told them that not only would not opt to fly them again, I would commit to costing UA a full $100,000 in lost revenue by influencing friends and diverting work-related travel bookings. I did it, too. :p Heh heh.

If 1,000 unhappy JetBlue customers waged quiet, private campaigns like that, it might at last get management's attention.

I had a favor to ask UA M+ last year. One polite letter, Fedexed to HQ and addressed to the executive assistant of the CEO, did the trick.

Be specific about what you want, be reasonable, and be polite. Address your letter to someone in the executive chain, not generic customer service. That's my all-purpose advice.

For this particular case, I'd address it to someone heading Operations. Clearly their information systems failed to provide the phone people with timely status information. Probably the Operations head knows exactly what the problem is and has been lobbying for funding to upgrade systems. Your letter might help in getting that funding, and somebody at JetBlue might be very grateful to you for that. You never know.

If all of us would write to an airline when we see something that could use improvement, not to ask for money but just to point out the problem, the airlines would be better. Southwest Airlines for one receives plenty of such letters, answers them all (eventually), and acts on them when warranted.