January 7, 2014

Customer Recovery

7:00 p. m. ET: updated for clarity

While we resume regular operations in the Northeast following yesterday’s schedule reduction, we wanted to take a moment to address how we will be working with customers caught in the past week’s weather and operational difficulties.

We continue to work with customers to rebook or refund any canceled flights, and are adding extra sections where we can. As we add extra sections, we will reach out to customers directly via provided contact information to assist in reaccomodating them on those new flights. We’ve also established a compensation plan to address the inconveniences our customers faced. The plan addresses those customers who experienced multiple cancellations, and offers TrueBlue points, credit toward a future JetBlue flight, and/or monetary reimbursement based on the level of impact, and TrueBlue status.

Winter storm Customer Compensation plan

Click for larger view

Notification to Customers:

  • TrueBlue members will be notified to the email address in their TrueBlue account
  • Non-TrueBlue members who booked directly with JetBlue will be notified to the email provided in their reservation
  • Customers who booked through 3rd party sites: Please contact us directly as booking agents (i.e. Orbitz, Expedia) will not share your information with us.

Compensation/Process:

  • This above compensation is separate and in addition to any eligible Bill-of-Rights compensation
  • TrueBlue points and service credits will be automatically created  and deposited into accounts by January 20th
  • Customers who incurred out-of-pocket expenses between January 3 – January 10 as a direct result of cancellations will be reviewed and taken into consideration for reimbursement. Customers may submit their receipts and request for review to Hercules@jetblue.com. Only submissions with receipts will be considered for reimbursement and all submissions must be made by January 31, 2014. Customers who have already submitted requests via jetblue.com/contact-us will be contacted by a crewmember and do not need to resubmit.
*JetBlue credit for the original one-way/roundtrip fare paid.

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18 Comments on “Customer Recovery”

  • Posted by Matt on January 7, 2014 at 3:11 pm

    That’s it?

  • Posted by JetBlue offers compensation to those affected by winter storm | Wandering Aramean on January 7, 2014 at 4:43 pm

    […] be due any compensation as they were not caused by “controllable irregularities”) the carrier has announced a compensation plan for the 150,000 passengers affected in one way or another by the more than 1,800 flights the […]

  • Posted by Compensation for passengers affected by January 2014 winter storm - FlyerTalk Forums on January 7, 2014 at 4:47 pm

    […] the chart published by JetBlue today: http://blog.jetblue.com/index.php/20…omer-recovery/ http://blog.wandr.me/2014/01/jetblue…-winter-storm/ Specific expense reimbursement is also being […]

  • Posted by » JetBlue offers compensation to frustrated travelers twentyfivedollarbill on January 7, 2014 at 5:40 pm

    […] for larger credits, comped tickets and frequent flier points. The full details are available in a blog post on the JetBlue (JBLU, Fortune 500) […]

  • Posted by » JetBlue’s winter nightmare twentyfivedollarbill on January 7, 2014 at 5:42 pm

    […] said it was too early to provide a cost estimate for the debacle. In a post on its website Tuesday, the company outlined its compensation plans for customers who experienced […]

  • Posted by Winter nightmare for JetBlue | eFinancials.org on January 7, 2014 at 11:42 pm

    […] said it was too early to provide a cost estimate for the debacle. In a post on its website Tuesday, the company outlined its compensation plans for customers who experienced […]

  • Posted by Brenna on January 7, 2014 at 11:53 pm

    I need more clarification, please! I had 3 flights cancelled before I gave up and decided to drive home from NY to TX. I am not a TrueBlue member. When you say “$100 or one-way flight (the greater value)” and then say “*JetBlue credit for the original one-way/roundtrip fare paid.” do you mean that I will get the greater of either $100 or a one-way flight/credit valued at $238.90, which was the cost of my original one-way return flight that was cancelled? In which case the greater value is the credit equal to my original fare paid. Did I get that right? Thanks for any help!

  • Posted by Gina G on January 8, 2014 at 12:58 am

    Finally, the first post since the storm where JetBlue doesn’t try to paint themselves as the victim. It’s refreshing to read a post that doesn’t try to pin blame on pilot rest rules. When can we see the points and credits added to our accounts?

    I have 4 flights on JetBlue booked in the next week and I hope I’m not let down again by poor customer service as I was this past weekend.

    Honesty, transparency, and acceptance of responsibility goes a long way in winning back customer loyalty. Let’s hope that this continues and starts a new trend on how JetBlue handles their blog and public statements in the future.

    -Gina

  • Posted by JetBlue Says It Did the Right Thing For Safety Reasons - HotelsFlash - All About Hotel News! on January 8, 2014 at 3:32 am

    […] a blog post this afternoon, JetBlue announced it would compensate customers who had to deal with multiple cancellations through a combination of […]

  • Posted by JetBlue defends shutdown at four major airports | RocketNews on January 8, 2014 at 5:58 am

    […] On its website, JetBlue says the compensation could be a combination of frequent flier points or a “Customer Good Will” credit towards a future flight. […]

  • Posted by JetBlue Giving Flyers Compensation For Canceled Flights | The Points Guy on January 8, 2014 at 8:30 am

    […] as a small way of compensation the airline announced that it would be issuing the following bundles of TrueBlue points to affected flyers depending on […]

  • Posted by Doris Munoz on January 8, 2014 at 9:57 am

    i appreciate and thanks for everything..

  • Posted by Leslie Tanner on January 8, 2014 at 10:27 am

    My hats off to you, JetBlue. You’ve always been my first choice. As I write you I am stranded in Aruba no worries! I’ know you’ll do right to us affected customers!

    Bravo

  • Posted by Rachel Bumgardner on January 8, 2014 at 10:58 am

    My name is Rachel Bumgardner. I am a true blue member, I experienced two cancellations, and I only received a $50 dollar credit…what’s that about???

  • Posted by Samuel Kramer on January 8, 2014 at 11:10 am

    I had two cancellations, but I did not book directly with JetBlue. How do I contact JetBlue directly to claim my $100?

  • Posted by Timothy Connaghan on January 8, 2014 at 11:35 am

    What about those of us who were inconvenienced and did reschedule to other flights, or had to endure delays in flights, even though our flight was not canceled.

  • Posted by JetBlue Giving Flyers Compensation For Canceled Flights | mile tweets on January 8, 2014 at 1:33 pm

    […] as a small way of compensation the airline announced that it would be issuing the following bundles of TrueBlue points to affected flyers depending on […]

  • Posted by JetBlue on January 8, 2014 at 1:57 pm

    Customers can choose either the JetBlue credit, or the monetary value.

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