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An update from JetBlue's president

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As the coronavirus pandemic continues to evolve, watch this personal message from JetBlue President and Chief Operating Officer Joanna Geraghty on how JetBlue is meeting the needs of communities, customers and crewmembers.

Supporting Our Community

During this time of uncertainty, JetBlue remains firmly committed to our mission of Inspiring Humanity and our social impact pillars of community and youth education. We are working with many of our non-profit partners like the Red Cross and Doctors Without Borders to help get medical professionals and much-needed supplies to the places where they are needed most. We are also providing flights to students who need help getting to family and friends. We’re currently accepting requests for humanitarian flights and students needing to get home. To submit a request for your non-profit organization or a current college student in need, email reliefsupport@jetblue.com for consideration.

Another way we are proud to be supporting the effort is by allowing any of our crewmembers who may work part time as an EMT, firefighter, nurse or other medical provider – the many First Responders who work at JetBlue – to take a leave outside of our normal policies to help out in their communities.

As most school districts across the U.S. are now closed, we know that parents and teachers are looking for options to keep students engaged in learning. Our education partners from both the JetBlue Foundation and our award winning Soar with Reading initiative have provided free tools and tips in the areas of STEM and Literacy. Those resources can be found here:

jetbluefoundation.org

soarwithreading.com


Providing Travel Flexibility

We know that many of you have had to change your travel plans, so we have extended the windows for free changes and cancellations for both new and existing bookings.

  • We are suspending change and cancel fees for all new bookings made by April 30, 2020 for travel through October 24, 2020.
  • If you’re already holding a ticket for travel through May 31st, you can change or cancel without a fee, regardless of when you purchased it.

We are working to have your Travel Bank statement updated to reflect the 18 month expiration period and you will receive a confirmation email by mid-April to confirm this update.

We have also extended the deadline for using Travel Bank credits.

  • If you have a Travel Bank credit from a previous flight purchase that is expiring between February 27th and May 31st, it will now expire December 31st, 2020.
  • If you are issued a new travel credit from a flight purchase between Feb 27th and May 31st, these credits will now have an 18 month expiration period as opposed to the typical 12 months.

Thank You To Our Crewmembers

It would not be possible for us to continue our operation without the dedication of our 23,000 incredible crewmembers. They continue to work day in and day out to keep JetBlue running and we have heard many stories from our customers about the ways our crewmembers are helping to make this challenging time a little easier. We thank them for being so committed to serving JetBlue and our customers during this time.

 

An Update From JetBlue's President

View English Transcript   |  View Spanish Transcript

We are sharing this personal message from JetBlue’s President and Chief Operating Officer, Joanna Geraghty. In this video, she talks about how JetBlue is caring for our customers and crewmembers in the face of the coronavirus pandemic. She also shares some schedule changes and our enhanced coronavirus safety precautions.

Keeping you and our crewmembers safe.

Safety is our first priority at JetBlue, and we have worked diligently with the experts to make sure we are doing our part to slow the spread of coronavirus. For enhanced protection, you will see our crewmembers wearing medical-grade gloves for your safety and theirs. We are also temporarily limiting inflight food and beverage service to minimize touchpoints. Below you will find information on all of what we are doing as well as more about HEPA filter technology aboard all our aircraft.

Reducing our flying to reflect demand.

Based on the coronavirus pandemic, we are seeing fewer bookings, and in an effort to maintain a level of much-needed air service for critical travel, we will be adjusting our flight schedules in the coming months. Based on recent foreign government restrictions and general demand, we must streamline our operation, but we promise to continue to provide our legendary customer service.

Is my flight cancelled?

As we work to consolidate flights and service, we are doing everything we can to minimize impact to our customers’ travel plans and provide as much notice as possible. Over the coming weeks, customers with flight itineraries that need to be adjusted will be contacted by JetBlue via email. Our self-service options will allow customers to accept an alternate itinerary or cancel their itinerary and rebook.

Thank you.

On behalf of everyone at JetBlue, we would like to thank our customers for their loyalty and understanding during this unprecedented time. We will continue to keep you informed here on our blog as the situation evolves and look forward to welcoming you whenever you are ready to travel with JetBlue.

Doing Our Part

JetBlue Travel Ribbon

Managing trips

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Change & Cancel Fees Suspended

We have suspended change and cancellation fees for all JetBlue fares. If you need to cancel your travel plans, we’ll credit the amount in the form of a travel credit that’s valid for one year.  For changes, fare differences may apply.  Terms and conditions vary based on booking dates. Learn more at jetblue.com/travel-alerts.
change your flight

 

 

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Book with Confidence

Additionally, there are no change or cancel fees on new flights booked through April 30th for travel until October 24th. Terms and conditions apply.

 

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Customer Support

If you are not able to make changes online, our customer support team is ready to support you if you need assistance. As you can imagine, we are experiencing extremely high call volumes, so please call us only if you are scheduled to travel within the next 72 hours. Learn more at jetblue.com/travel-alerts.

 

At the Airportcheck

Disinfecting Common Surfaces

We are more frequently sanitizing common surfaces inside our airport terminals.

 

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Healthy Hygiene

We are promoting handwashing and healthy hygiene practices among our crewmembers.

 

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Self-Scan Boarding Passes

We are encouraging customers to self-scan boarding passes. You can download a mobile boarding pass on the JetBlue app to further reduce touchpoints.

Before Flying

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Enhanced Aircraft Cleaning

We have increased aircraft cleaning each night and during extended ground time during the day. We are applying disinfectant that is effective against coronavirus across aircraft interiors including the places customers touch most – the tray tables, seat covers, armrests and seatbelts.

 

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Service Delivery

You can expect to see our Inflight Crewmembers wearing medical-grade gloves during service delivery.

 

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Keeping You and Our Crewmembers Safe

As an extra precaution and in adherence with current health guidelines, we have made adjustments to our service that will minimize the physical transactions and touchpoints between our Customers and Crewmembers. Specifically we have made the following adjustments to our inflight food and beverage service: 

–  In our JetBlue core experience, complimentary food and beverage will continue but be more limited. We’ve replaced our snack baskets and beverage service with a single snack offering and water.

–  We’re temporarily suspending sales of buy-onboard products like beer, wine, or liquor, EatUp Boxes, EatUp Café, pillows, blankets and earbuds. 

–  The Pantry, our communal grab-and-go snack and beverage area, will not be available on those flights that usually have it.

–  We will continue to serve food and beverage offerings as part of our Mint experience, but as an extra precaution, all glassware and mugs will be replaced with single-use cups. 

– In Mint, customers can enjoy fresh fare from our EatUp Café menu, as well as red and white wine, and beer, though Special Meals will not be available.  Bottled water will continue to be available at each seat.

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Hospital-Grade HEPA Air Filters

All of our aircraft are equipped with hospital-grade HEPA air filters. All recirculated air is passed through these filters before re-entering the cabin or being mixed with fresh air. All of the air in the cabin is, on average, completely changed every three minutes.

 

HEPA Air Filter

 

What can I do?

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Don’t Fly if You’re Not Well

The health and safety of our customers and crewmembers is our top priority. We’re asking customers who do not feel well or are concerned they may have coronavirus to not fly until cleared to travel by a doctor or health professional. JetBlue is currently waiving change and cancellation fees to allow customers the opportunity to change or pause their travel plans should they need to.

 

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Consult the Experts

We’re working directly with health officials on this evolving situation who recommend proper handwashing and sanitizing of surfaces. The best information on how to stay safe and healthy is located at cdc.gov/coronavirus.