JetBlue customer service and system is pathetic. We came to St Thomas on vacation but had a family emergency & need to return immediately. I called Jet Blue to inquire about options. It took so long to get a human, then she didn’t seem to understand the situation, then she could only cancel our existing return but couldn’t book our new return. We spent 4.5 hours talking to 3 different people, and by then there were no flights available for tomorrow. Desperate, we tried to book flights for the next day, and Jet Blues awful app would not take my payment—USING a Jet Blue credit card! I tried another credit card, then another, nothing. I was frantic! It turns out the app had raised the ticket price while I was putting in my information (which I shouldn’t have to do. I fly every week and have a rewards membership). I am livid and disgusted by JetBlue. There is no reason not to hire intelligent agents-and plenty of them-who take ownership of a problem, and no reason not to empower them to solve problems. If these agents had not taken 4.5 hours to cancel a flight and “manually” refund points, then we would be at my family’s bedside. I will never forgive JetBlue, and I’m cutting up my Jet Blue credit card.
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