Complain about a product or service

JetBlue Offers Refunds, Free Tickets To Stranded Passengers

February 15, 2007

• Customer Satisfaction with Airports Dives • Airlines Hit Seven-Year Low In Satisfaction • Feds Propose Air Travel Improvements • Appeals Court Rejects NY Passengers Rights Law • Feds Unveil New Airport Policy • Newark Delays Trigger Passenger Rights Bill in NJ • Continental Passengers Fume Over New Tarmac Ordeal • American Strands Another Planeload of Passengers • Congress Wary of Airline Promises • Air Travelers Association Opposes Passenger Bill of Rights • Latest Ice Storm Chips Away at Travelers' Patience • U.S. Air Travel System at the Breaking Point • Long Tarmac Delays Still Common • Winter Weather Wreaks Havoc with United Flights • Feds Want Probe of Airline Strandings • Airline Passenger Bill Of Rights Introduced In Senate • JetBlue Sits Out NY Storm While Others Fly • JetBlue Unveils "Passengers Bill Of Rights" • JetBlue Offers Refunds, Free Tickets To Stranded Passengers • Passengers Organize After American Airlines Stranding --- • More about Travel ...

What should consumers expect when weather delays keep them stuck for hours on departing aircraft? JetBlue is offering an apology, a full refund, and a free ticket.

When this week's ice storm hit New York's JFK Airport, JetBlue was forced to cancel half of its 505 flights. Some passengers were stranded on planes for up to ten hours.

"JetBlue apologizes to customers who were impacted by the ice storm at our home base of operations in New York, specifically at John F. Kennedy International Airport," the airline said in a statement. "This resulted in unacceptable delays for our customers."

The airline issued an apology to all customers impacted by the weather and said it will issue a full refund and a free roundtrip flight to customers delayed onboard any aircraft in excess of three hours. The statement said JetBlue's customer commitment team will be contacting affected customers as soon as possible.

While other airlines were also impacted by the icy weather, JetBlue has thus far taken the initiative in its customer service response.

It acted in the midst of growing passenger unrest over service in the industry. A similar incident aboard an American Airlines jet in late December resulted in angry passengers launching a drive for an Airline Passenger Bill of Rights.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Back to the top |