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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