JetBlue Airways

Booked round trip flights to Aruba for two through Bank of America World Points and paid JetBlue $160 extra for choice seats – specifically 5E & 5F from Boston to Aruba, and 2E & 2F coming back. When looking at the status, JetBlue had reassigned me to seats 13C & 13D, and 24D & 24E. These are terrible seats. JetBlue’s phone number (800-538-2583) continuously claims too much volume no matter what time of day I call – and then it hangs me up. This is theft, a ripoff. And JetBlue’s process for resolving problems such as this is non-existent. I doubt that I will seriously consider JetBlue for future flights.

I don’t know where to begin with this complaint. I must first tell you, I want a response from someone quickly. I am very angry. This problem has been on going with no help from anyone. At this point I will not stop until I get to the top of Jet Blue and get some answers from someone.
In December of 2007 my mom bought me 2 gift cards worth $400 ($200 each). I never used those gift cards for various reasons, which are not important to my problem. Last year it was my time to use the gift cards. I went online to verify the balance of the gift cards. It said there was a problem, and gave me a number to call. I got in contact with Helen at extension 4563 in your true blue department. She told me that the gift cards had expired, which was a shock to me because the gift cards were purchased in California where gift cards cannot expire. After a few days she called me back and told me she extended the date to which I could use them. When I was ready to use them to call her back and she would help me set up the flight. This year I was ready to use them. I was on the phone with your agents and set up a flight to NYC. I gave the agent the gift card numbers and found again there was a problem. She told me I had flown with these gift cards, or someone had flown with these gift cards. I became enraged because I had not even scratched off the pin numbers until Helen told me to last year. I then refused to hang up until I got answers. It turns out after nearly 2 hours on the phone…yes, you read that correctly 2 hours on the phone – most of that was hold times, that the cards were never used, but just went inactive. Well, duh. I knew that. I thought that was taken care of.
Apparently there is only one person in your whole entire company that deals with gift cards; her name is Kelly. She is the most inconsiderate, rude, incompetent person on this earth. I have reason to say that about her, because I have now called her 4 times with no response or help. She has refused to return my phone calls; she has refused to answer emails that the other agents have sent to her. I know that because she has still not called me back, nor has your agents that have PROMISED me a phone call or email back. I can get phone records for you if you feel the need to check my word. Apparently, everyone at your company are liars because no one will do what they say they will do. I have lost all lack of trust and respect for anyone that is employed by you.
So, I have talked to Helen in 2007, not sure who when I tried to make the original flight, Kelly (only once a day later), Wendy on 4/18/10, and Jolene on 5/2/10. Both Wendy and Jolene have told me that Kelly was going to call me back. The interesting thing is that Wendy was the nicest person, so far, that I have talked to. She was concerned and was trying to help me. She was “talking” to someone in gift cards that said, “Jet Blue can track the gift cards back to the store they were purchased at, they can see and talk to the credit card company they were purchased on and someone will call me or email me back, including herself.” NOTHING.
The one and only time I have talked to the rude lady named Kelly, she said I would need proof of purchase for the gift cards. Fine. I yelled at her and nearly had a complete meltdown telling her that most humans don’t keep receipts from 4 years back. I called my mom, she said she couldn’t remember the card she used, but she would look for something. She found the credit card statement, but it only says “Safeway” not “Jet Blue Gift Cards”. We called Safeway, the store they were purchased at. They told us their records don’t go back that far, so how does anyone expect a receipt to be kept that long. My mom is going through a divorce and had to file bankruptcy. The credit card company will not release the exact statement information without a lawyer request, which could take up to 3 months.
I told Wendy all of this. That is how I know that Jet Blue can track the information attached to the credit cards. I called Kelly again, left another message. Still no response. I did however; find out that there were 11 people she was dealing with in front of me. So, that leads me to believe that Jet Blue has now ruined 11 other people’s lives and trips.
I am tired of this run around I’m getting from your company. I need help and I need it now. I have $400 in gift cards that I cannot use now. I have a trip planned that I hope to go on in 1 month, when I started this it was a year ago. I still have no response or help from you or your company. If this does not get resolved, I’m going to find a way to get to the top. I’m tired of no one helping or no one caring. If this was a trip YOU were trying to go on that YOU have dreamed about half YOUR life, you would be pretty upset too.