January 8, 2014

Respuestas al Cliente

Mientras resumimos las operaciones regulares en el noreste siguiente la reducción de horario de ayer, queremos tomar un momento para informarles de cómo vamos a trabajar con los clientes afectados por el mal tiempo y dificultades operativas.

Seguimos trabajando con los clientes para cambiar reservaciones o reembolsar cualquier cancelación de vuelos, y estamos agregando secciones adicionales donde podemos. A medida que agreguemos secciones adicionales, estaremos comunicándonos con los clientes directamente a través de la información de contacto proveída para ayudar a acomodarlos en estos nuevos vuelos. También hemos establecido un plan de compensación para abordar los inconvenientes que nuestros clientes enfrentaron. El plan se dirige a aquellos clientes que experimentaron cancelaciones múltiples, y ofrece puntos de TrueBlue, crédito hacia un futuro vuelo de JetBlue, y / o reembolso monetario basado en el nivel de impacto, y el estado con TrueBlue.

CompESP

Notificaciones al Cliente:

  • Los miembros de TrueBlue serán notificados a la dirección de correo electrónico en su cuenta de TrueBlue
  • Los que no son miembros de TrueBlue que reservaron directamente con JetBlue serán notificados a la dirección de correo electrónica proporcionada en la reserva
  • Los Clientes que hicieron reservaciones por un partido tercero: Por favor contáctenos directamente ya que su agencia de reservación (tal como Orbitz y Expedia) no compartirá su información con nosotros.

Compensación/Proceso:

  • Esta compensación es independiente y adicional a cualquier indemnización elegible bajo la Declaración de Derechos al Cliente
  • Puntos de TrueBlue y créditos de servicio se crearán y se depositarán en las cuentas automáticamente antes del 20 de enero
  • Los casos de clientes que incurrieron en gastos de su propio bolsillo entre 3 de enero a 10 de enero, como consecuencia directa de las cancelaciones serán examinados y tomados en consideración para el reembolso. Los clientes podrán enviar sus recibos y solicitud de revisión a Hercules@jetblue.com. Sólo las presentaciones con los recibos serán considerados para el reembolso y todas las solicitudes deben realizarse antes del 31 de enero de 2014. Los clientes que ya hayan enviado solicitudes a través de jetblue.com/contact-us serán contactados por un miembro de la tripulación y no es necesario que vuelva a presentar.

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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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January 6, 2014

Operational Update FAQs

As we continue to address ongoing operational disruptions (more information on the current operation here), we wanted to address a few frequently asked questions we’re hearing from our customers.

NOTE: If “Manage My Flight” is unresponsive, please try again later or call us at 800-JETBLUE.  Call volume is high and wait times are long.  We thank you for your patience.

My flight got cancelled, what do I do?

Don’t go to the airport! Our teams are working to rebook you on the next available JetBlue flight. If you booked through jetblue.com, we likely have your contact information, and will contact you with your new flight details. You can also rebook or request a refund by managing your flight at Manage My Flight. If you booked via a third party site, we may not have your contact details. Please call at 1-800-JETBLUE to give us your information, or work with your point of sale site. Hold times are high at the moment – we ask for your patience.

I’m scheduled on the flight tomorrow out of the New York metro, or Boston area, will the cancellations affect my flight? Should I rebook now?

Customers on cancelled flights for January 7 should have received notification.  Should the forecast change, or airport conditions worsen, further delays and cancellations are possible. We have a fee waiver in place for those customers wishing the change or cancel their flight.

My flight was rebooked, but the time/date doesn’t work for me. Can I get a better flight?

We automatically rebook customers on the next available JetBlue flight. Other seats are limited, and may not be available for several days. You can cancel your reservation and get a refund, or rebook within the waiver period.

Why can’t you just get us an extra plane?

We unfortunately don’t have enough spare aircraft or crews to immediately rebook all the customers displaced over the multi-day disruption of operations. We are running some extra flights to relieve certain destinations.

Can you put me on another carrier’s flight?

Like JetBlue, many carriers are fully booked (and in many cases overbooked). We will work with customers on a case-by-case basis to find a workable solution.

I just want a refund, what do I do?

You can request a refund via Manage My Flight. If you booked via a third party site, we may not have your contact details – please call us at 800-JETBLUE or work with your booking partner.

Will you reimburse me for out of pocket expenses?

As part of our recovery plan, we will be addressing individual requests for reimbursement on a case-by-case basis. While we cannot guarantee any expense will be covered, you may submit a request at jetblue.com/contact-us.

I’ve been on hold for so long. What are my options?

High call volumes are still occurring as a result of the cancellations. Every available agent is on duty to assist (and we have airport and support center crewmembers calling customers as well), but the call volume and hold times is likely to remain high for the next few days.
If you’re calling to check on flight status, you can do so quickly on jetblue.com.
If you want to rebook or request a refund: Manage My Flight
If you have a question about reimbursement that doesn’t require an immediate answer, please submit your request via jetblue.com/contact-us.

I’m traveling with a large group and we can’t seem to find seats for all of us, what do we do?

We rebook customers on the next available flight. Unfortunately this may require groups to split up or wait for a flight with enough available seats for the entire group. One of our agents will be able to address specific options and work to make sure our younger customers aren’t flying without an adult.

Will we be receiving compensation for this travel disruption? 

While weather disruptions are beyond the control of JetBlue and therefore not covered by our Customer Bill of Rights, not all of the disruptions experienced are purely weather-related. We will be contacting customers who have been impacted and offering compensation, in the hopes that you give JetBlue another opportunity to earn your loyalty. Customers with specific questions on compensation or those customers who booked via a third party site may contact us via jetblue.com/contact-us.

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January 6, 2014

Monday Operational Update

One thing is for sure, the beginning of 2014 sure hasn’t been kind to US aviation! 

The new year began with the winter storm some called Hercules, is shutting down the heaviest trafficked air corridor in the world during one of the heaviest travel periods of the year. Mother Nature then followed that up with icing conditions over the weekend, causing even more issues and ground stops at the airports. Even as airports began to reopen though, newly launched FAA regulations on pilot duty times caused delayed flights to quickly turn into canceled ones. Now today, less than a week into the year, we’re watching a polar vortex wreak havoc on flight schedules across the industry, as rainy weather prepares to turn airports in the Northeast into ice rinks once again.

More than 3,000 flights across the industry have been cancelled today, and roughly 300 of those will be JetBlue’s. Beginning at 1 p.m. ET today, we’ll reduce operations at JFK, LaGuardia, Newark, and Boston through 10 a.m. ET Tuesday. At that time, we’ll gradually ramp up again – we intend to be 100% operational by 3 p.m. ET on Tuesday. This plan allows for 17 hours of rest for crews, and time for Tech Ops to service the aircraft.

These industry wide cancellations, on top of the previous days’ cancellations, have now left millions of air travelers displaced, struggling to find any available seat to get to their destinations. With planes already full with previously booked holiday travelers, remaining seats are quickly filled, (for some of the other guys, even overbooked), and some customers aren’t seeing available seats for nearly a week. If your flight has been canceled, you can rebook travel or request a refund online. More information on current travel alerts and fee waivers can be found on our Travel Alerts page. We also still request customers are encouraged to check the status of their flight online prior to leaving for the airport.

For our part, this isn’t the sort of operation we’re happy about, and have stood up every available resource throughout the last week to work with customers and adjust our schedules to minimize impact. While we have to reduce operations in our Northeast cities today, we’ll take the opportunity to use some of those planes and crews for extra sections between cities where we they’re most needed and move crews in preparation for starting back up on Tuesday. Our first priority is to support the operation and assist customers with immediate travel needs, but will be reaching out to any impacted customer we have contact information to offer compensation. Customers with specific questions on compensation are asked to contact our Customer Support team via jetblue.com.

 

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January 5, 2014

Sunday Operational Update

The combination of peak holiday return travel (where flights were full, leaving few rebooking options) plus the winter storm in the Northeast (where JetBlue has our major bases of operation) and new pilot scheduling rules (which result in pilots timing out more aggressively) have combined to significantly impact our operations. We have few options available, further hindered by incoming weather (icing conditions) in the Northeast.

We are working hard to reset the operation and get people where they’re going, but it will take days, not hours.

We ask that customers ensure their contact information is in their record so we can send updated flight information. If you booked directly with JetBlue, we more than likely have your information. If you didn’t book with JetBlue, we may not have your information, so we ask that you check the status of your flight online and call 800-JETBLUE(538-2583) to give us your contact information. The call center is experiencing very heavy call volume, resulting in long wait times to speak to an agent.
JetBlue is committed to operating safely; further cancellations are possible. We regret the impact to our customers.

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January 4, 2014

Repositioning

For most people, digging out after a snow storm is about brushing off the car, clearing the driveway, and making sure the roads are clear. For a 24/7 operation like an airline though, it can be a little more involved, and digging out is only the first step.

Operating a scheduled flight requires a delicate handoff of planes to rested pilots and inflight crewmembers able to work the flight. Delays or cancellations disrupt those handoffs placing crews or planes “out of position” for their flights. A flight from Fort Lauderdale to Austin becomes difficult to operate after a storm when the scheduled plane is in New York, a rested Inflight crew is ready to start their trip in Fort Lauderdale, and the pilots are delayed trying to get in from Rochester.

Getting those crews and planes into position without disrupting other crews and their scheduled flights is no easy task. We often need to cancel flights to “thin” the operation around an irregular operations day to make sure planes and crews are ‘reset’ just so we can start the next day fresh.

Fresh is the key word there. It may seem counter-intuitive to cancel a flight that seems able to operate, but our crews need to be rested in order to operate flights. When a pilot or inflight crewmember leaves for the airport, they’re on a timer. Once they time out, they need to leave and get some rest, whether they’re where they’re supposed to be or not. While disappointing, we’d rather cancel a flight before all the customers have gathered in the airport, and where we can be sure our crew can be ready to start fresh and rested.

Today, even in the midst of us repairing those schedules disrupted by this week’s winter storms, we’re facing an additional complication as new FAA rules go into effect for crew rest. These rules further impact our ability to operate an already disrupted schedule, causing our pilots to “time out” even sooner. As a result, additional cancellations are likely to occur as we work to reset the operation.

We understand the frustration this causes for our customers and will do everything we can to minimize the impact. Many travelers similarly find themselves “out of position” as already full holiday flights make it difficult to find immediate reaccommodation of canceled flights, and limited spare aircraft and crews make extra sections few and far between. If you’re scheduled to fly out on a trip today, we’d encourage you to look at our weather advisory for current information on our fee waivers, and if you still opt to travel, please check the status of your flight online prior to leaving for the airport.

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January 3, 2014

Friday Operations Update

The winter storm some are calling Hercules has passed, and our operations in the Northeast are beginning to stand back up. Just because the white stuff has stopped falling though, doesn’t mean the airports are done with it just yet.

Nearly 8 inches of snow fell at JFK, and 15 inches covers the field at Boston. It’ll take some time for all those runways and taxi-ways to be cleared, and light blowing snow will still impact visibility for airplanes taking off and landing. This unfortunately means until the airports are back to 100%, customers can still expect some delays and cancellations.  Our Chief Operating Officer, Rob Maruster took to the airwaves this morning himself to explain more.

For customers able to reschedule their flights, we’re still offering a fee waiver for select cities. Check our Travel Alert for the latest information about fee waivers and affected cities.

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January 1, 2014

UPDATE: New Year, New Storms!

It’s not exactly how we wanted to ring in 2014, but we’re prepping our de-icing equipment and preparing for a big winter storm soon to impact the Eastern seaboard. While we’re doing what we can to prepare, we also know that when mother nature puts her foot down, we’re going to pay attention.

Delays and cancellations as a result of slowed traffic in and out of  our Eastern cities, are likely, but we want to make sure our customers have options available to them. We will waive change/cancel fees and fare differences for customers traveling on Thursday, January 2, 2014 and Friday, January 3, 2014 to/from the following cities:

NYC Metros:

  • New York (JFK)
  • New York (LGA)
  • Newark, NJ (EWR)
  • Westchester County, NY (HPN)

Washington DC Metros:

  • Baltimore, MD (BWI)
  • Reagan National Airport (DCA)
  • Washington Dulles (IAD)

Boston Metros:

  •  Boston, MA (BOS)
  • Worcester, MA (ORH)

Providence, RI (PVD)
Newburgh, NY (SWF)
Hartford Springfield, CT (BDL)
Portland, ME (PWM)
Buffalo, NY (BUF)
Rochester, NY (ROC)
Syracuse, NY (SYR)
Pittsburgh, PA (PIT)

Customers may rebook their flights for travel through Sunday, January, 9, 2014 prior to the departure of their originally scheduled flight. Customers with cancelled flights may also opt for a refund. Original travel must have been booked on or before Tuesday, December 31, 2013.

To rebook travel or request a refund online, click here. For further assistance please call us at 1-800-JETBLUE(538-2583).

If you’re still planning on traveling though, we encourage you to check the status of your flight online prior to leaving for the airport. Got a smart phone? You may want to sign up for notifications with our JetBlue App.

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December 24, 2013

“Fly it Forward” and make the Holiday Season a little brighter for others

Many people are traveling this week to visit friends and family. While enjoying time with loved ones, we encourage all to take a moment and find ways to “Fly it Forward” and make the Holiday Season a little brighter for others.

Our mission is to Inspire Humanity both in the ground and on the ground. Each day, our 15,000 crewmembers provide award-winning customer service (exemplified by our nine consecutive JD Power Award). Our crewmembers also bring a little humanity to the various communities we live in and serve.

During the season of gratitude, we’d like to thank our crewmembers for their volunteer work. In 2013, more than 975 crewmembers volunteered a total of 58,832 hours to over 851 charities and non-profits throughout the U.S. Caribbean and Latin America. These dedicated crewmembers truly inspire others to take positive action to change their local communities.

Our crewmembers volunteer for a variety of causes including Shane Bennett who coaches his neighborhood junior football team in New York , Sandee Brown who volunteers with the Special Olympics in Los Angeles, Donnie Todd who volunteers with the Jimmy Fund in Boston and Christian Brice who regularly works with the Cancer Society of the Bahamas, to name a few. Also, many stations volunteer as teams, including our Dallas/Fort Worth team which supports the Make a Wish foundation. They see service as an opportunity to improve team work and service excellence.

How do you chip in and make a difference?  Tweet @JetBlue and tell us what organizations and causes are important to you using #IChipInFor. You could win $1,000 for the charity of your choice. (Terms and conditions apply)


Want to volunteer or give and not sure where to go? There are a variety of causes in need of support this Holiday season. During the season of giving, TrueBlue members can donate points to more than two million causes and charities. Points will be converted to cash to benefit the non-profit of your choice. True Giving, a unique enhancement to the airline’s TrueBlue customer loyalty program, provides members with an alternate way to use their points. Customers now have the choice to redeem their points for future travel or donate them to benefit others. Points can be donated locally or globally to millions of causes at Truegiving.jetblue.com.

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December 24, 2013

Fly It Forward


We decided to lift up a few spirits this holiday season by helping some unsuspecting people get home to their loved ones. Come along for the ride! #FlyItForward


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