A customer tells a Jet Blue horror story

Responding to my previous post complimenting Jet Blue on its transparency, Don Raimondi has left a long and painful comment about how he, his wife, his child and father-in-law, not to mention his luggage were all recently abused by at least one Jet Blue employee--Jessica of the company's West Palm Beach Claims office.

Having recently gone through my share of lost luggage, I feel Don's pain. I don't know him and recent experience has taught me to assume nothing is true until I hear from the others side, but his story rings true to my ears.

Oh Jet Blue Jessica, you are invited to chime in with your version of this story, but I think you need to go some distance to drag in a police officer to threaten a customer and reduce a child to tears when all it appears she wanted was what Jet Blue should have provided--the luggage they were traveling with.

As for Jet Blue in general, I would also be grateful to hear an explanation of why this family was treated the way it apparently was.

Technorati Tags: jetblue,

Comments

[julien]

i worked in customer service departments for about ten years of my life before being involved in new media, and always felt it upsetting how one employee could ruin the experience of even the most treasured customers. i wish there was a better way of figuring out who these people were before they screwed it all up for those trying to do a good job.

[jetbluehostage]

I have customer service horror stories galore.

www.jetbluehostage.com

I was a hostage on the Valentines day Flight JetBlue#351. And this is my own personal quest.

[Luz Orihuela]

JET BLUE -- ARE YOU EVER GOING TO CALL ME ABOUT MY BAGGAGE THAT IS STILL MISSING FOR OVER TWO WEEKS ! ! !
I'VE LOOKED AT YOUR BAGGAGE CLAIM LIMITATIONS AND WONDER --- JUST WHAT THE HELL YOUR BAGGAGE LIABILITY COVERS ---
SOUNDS LIKE YOU MIGHT REPLACE MY DAMNED TOOTHPASTE ---- BUT THEN AGAIN PROBABLY NOT AS TOOTHPASTE WOULD BE CONSIDERED A PERISHABLE ITEM --- GUESS WHAT ! ! !
PERISHABLE ITEMS AREN'T FUCKING COVERED !
AND YOU CAN'T EVEN BOTHER TO CALL OR EMAIL ME. GREAT LETTER OF APOLOGY< BUT TALK IS CHEAP ! ! !

[Alvaro]

I am currently in the same EXACT situation as I write this comment. I have never been so dissapointed in regards to JetBlue's service before. I used to recommend JetBlue to everyone. Never again. I have taken it upon myself to search Google to find multiple phone numbers and this article in search for the lost bags myself. I flew into JFK from Seattle on Saturday July 14th from a wonderful Alaskan cruise. Not to mention, my wife and I were celebrating 35 years of wonderful marriage and her 61st birthday. Upon our return, we decided to take a couple of days and visit our children in NY before flying back to Ft. Lauderdale. So the story begins. In JFK, we picked up 2 of 4 of our bags. The 2 bags that never came were the larger bags with all of our clothes, photos, and gifts from our trip. It has been 3 days and I have spoken to numerous reps, called every number and even took it upon myself to try to contact Seattle and Ft. Lauderdale with no luck and only answering machines. The only answers I get is, we have noted it on the claim report, we'll call you back, it may or may not be in Seattle, and the latest is that there is a possiblilty of the bags being on a plane to Boston. No one can give us a clear answer as to where the bags actually are or even if they actually have my bags. No call backs and no tracking as to the wereabouts of our bags.....We even checked into Seattle 2 hours before our scheduled flight, so to insure we did not rush with the possibility of this happening. My daughter has also called the many numbers and searched on the internet, only to find articles and posts like this one. And everytime I read this, it worries me more and more that I will not recoup my luggage. I have JetBlue to thank for making the end of my 35th Anniversary trip an unhappy one.

[Ben]

Don't let the TV's on the seat in front of you fool you. Jet Blue is the worst. Jet Blue lost my bag in route from JFK to Chicago O'Hare. Today is Sunday and the bag was lost on Friday. I reported the bag Don't let the TV's on the seat in front of you fool you. Jet Blue is the worst. Jet Blue lost my bag in route from JFK to Chicago O'Hare. Today is Sunday and the bag was lost on Friday. I reported the bag missing upon my arrival and filed a lost baggage claim. I was told that the bag is already on the next flight and that it would be delivered to me later that night. I was told at the Jet Blue baggage desk in Chicago that I would be called if for some reason the bag wasn't going to be delivered that night. I patiently waited until the morning and called the # I was given for the Chicago Jet Blue baggage claim desk. I tried to call that # many times over the course of the next 24 hours and no one answered. I left several messages and not one was returned. When I called the front desk and asked if they could help me locate the bag they said to call the baggage desk # that I had been trying and then hung up on me. I called back and the guy hung up on me again. To date I have filed a claim but have no other information about my lost bag. No one will respond to my calls. I had several thousand dollars worth of clothes and shoes in the bag that I need to replace. It isn't that the bags were lost, as I understand that this is a risk one takes when flying. It is the complete lack of concern that Jet Blue has shown that has caused me such anger. I will never fly Jet Blue again. I can do without the TV. I just want my luggage backmissing upon my arrival and filed a lost baggage claim. I was told that the bag is already on the next flight and that it would be delivered to me later that night. I was told at the Jet Blue baggage desk in Chicago that I would be called if for some reason the bag wasn't going to be delivered that night. I paiently waited until the morning and called the # I was given for the Chicago Jet Blue baggage claim desk. I tried to call that # many times over the course of the next 24 hours and no one answered. I left several messages and not one was returned. When I called the front desk and asked if they could help me locate the bag they said to call the baggage desk # that I had been trying and then hung up on me. I called back and the guy hung up on me again. To date I have filed a claim but have no other information about my lost bag. No one will respond to my calls. I had several thousand dollars worth of clothes and shoes in the bag that I need to replace. It isn't that the bags were lost, as I understand that this is a risk one takes when flying. It is the complete lack of concern that Jet Blue has shown that has caused me such anger. I will never fly Jet Blue again. I can do without the TV. I just want my luggage back.

[Anna]

Jet Blue lost my bag back on November 27th and I never got it back or got any money. I sent my claim form in December 7th, they claim they received it December 22nd which is impossible...obviously it was sitting on someone's desk for a while before they decided to log it in. They say they have 45 days (!!!) to respond with a claim offer once they get your claim. Today is 45 days and the person assigned to my account left for the day. Now they're telling me I'll probably hear back sometime this week which is ridiculous - they won't even stick to their own terms! It's been over two months since they lost my bag and they need more time to review my account?? Anyway, if I don't get an offer today, I'm suing them. I am furious. They offer the world's worst customer service and I will never, never fly that awful airline again.

[Mary Valera]

I please somemone to contact me regarding my lost bags on 4th July 2008# 466426
It have been already i days and my luggage still is missing

A customer tells a Jet Blue horror story
Responding to my previous post complimenting Jet Blue on its transparency, Don Raimondi has left a long and painful comment about how he, his wife, his child and father-in-law, not to mention his luggage were all recently abused by at least one Jet Blue employee--Jessica of the company's West Palm Beach Claims office.

Having recently gone through my share of lost luggage, I feel Don's pain. I don't know him and recent experience has taught me to assume nothing is true until I hear from the others side, but his story rings true to my ears.

Oh Jet Blue Jessica, you are invited to chime in with your version of this story, but I think you need to go some distance to drag in a police officer to threaten a customer and reduce a child to tears when all it appears she wanted was what Jet Blue should have provided--the luggage they were traveling with.

As for Jet Blue in general, I would also be grateful to hear an explanation of why this family was treated the way it apparently was.

Technorati Tags: jetblue,

Posted by shel on February 27, 2007 | Permalink

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Comments
i worked in customer service departments for about ten years of my life before being involved in new media, and always felt it upsetting how one employee could ruin the experience of even the most treasured customers. i wish there was a better way of figuring out who these people were before they screwed it all up for those trying to do a good job.

Posted by: julien | February 28, 2007 at 08:12 AM

I have customer service horror stories galore.

www.jetbluehostage.com

I was a hostage on the Valentines day Flight JetBlue#351. And this is my own personal quest.

Posted by: jetbluehostage | February 28, 2007 at 08:31 AM

JET BLUE -- ARE YOU EVER GOING TO CALL ME ABOUT MY BAGGAGE THAT IS STILL MISSING FOR OVER TWO WEEKS ! ! !
I'VE LOOKED AT YOUR BAGGAGE CLAIM LIMITATIONS AND WONDER --- JUST WHAT THE HELL YOUR BAGGAGE LIABILITY COVERS ---
SOUNDS LIKE YOU MIGHT REPLACE MY DAMNED TOOTHPASTE ---- BUT THEN AGAIN PROBABLY NOT AS TOOTHPASTE WOULD BE CONSIDERED A PERISHABLE ITEM --- GUESS WHAT ! ! !
PERISHABLE ITEMS AREN'T FUCKING COVERED !
AND YOU CAN'T EVEN BOTHER TO CALL OR EMAIL ME. GREAT LETTER OF APOLOGY< BUT TALK IS CHEAP ! ! !

Posted by: Luz Orihuela | March 03, 2007 at 07:14 PM

I am currently in the same EXACT situation as I write this comment. I have never been so dissapointed in regards to JetBlue's service before. I used to recommend JetBlue to everyone. Never again. I have taken it upon myself to search Google to find multiple phone numbers and this article in search for the lost bags myself. I flew into JFK from Seattle on Saturday July 14th from a wonderful Alaskan cruise. Not to mention, my wife and I were celebrating 35 years of wonderful marriage and her 61st birthday. Upon our return, we decided to take a couple of days and visit our children in NY before flying back to Ft. Lauderdale. So the story begins. In JFK, we picked up 2 of 4 of our bags. The 2 bags that never came were the larger bags with all of our clothes, photos, and gifts from our trip. It has been 3 days and I have spoken to numerous reps, called every number and even took it upon myself to try to contact Seattle and Ft. Lauderdale with no luck and only answering machines. The only answers I get is, we have noted it on the claim report, we'll call you back, it may or may not be in Seattle, and the latest is that there is a possiblilty of the bags being on a plane to Boston. No one can give us a clear answer as to where the bags actually are or even if they actually have my bags. No call backs and no tracking as to the wereabouts of our bags.....We even checked into Seattle 2 hours before our scheduled flight, so to insure we did not rush with the possibility of this happening. My daughter has also called the many numbers and searched on the internet, only to find articles and posts like this one. And everytime I read this, it worries me more and more that I will not recoup my luggage. I have JetBlue to thank for making the end of my 35th Anniversary trip an unhappy one.

Posted by: Alvaro | July 17, 2007 at 10:26 AM

Don't let the TV's on the seat in front of you fool you. Jet Blue is the worst. Jet Blue lost my bag in route from JFK to Chicago O'Hare. Today is Sunday and the bag was lost on Friday. I reported the bag Don't let the TV's on the seat in front of you fool you. Jet Blue is the worst. Jet Blue lost my bag in route from JFK to Chicago O'Hare. Today is Sunday and the bag was lost on Friday. I reported the bag missing upon my arrival and filed a lost baggage claim. I was told that the bag is already on the next flight and that it would be delivered to me later that night. I was told at the Jet Blue baggage desk in Chicago that I would be called if for some reason the bag wasn't going to be delivered that night. I patiently waited until the morning and called the # I was given for the Chicago Jet Blue baggage claim desk. I tried to call that # many times over the course of the next 24 hours and no one answered. I left several messages and not one was returned. When I called the front desk and asked if they could help me locate the bag they said to call the baggage desk # that I had been trying and then hung up on me. I called back and the guy hung up on me again. To date I have filed a claim but have no other information about my lost bag. No one will respond to my calls. I had several thousand dollars worth of clothes and shoes in the bag that I need to replace. It isn't that the bags were lost, as I understand that this is a risk one takes when flying. It is the complete lack of concern that Jet Blue has shown that has caused me such anger. I will never fly Jet Blue again. I can do without the TV. I just want my luggage backmissing upon my arrival and filed a lost baggage claim. I was told that the bag is already on the next flight and that it would be delivered to me later that night. I was told at the Jet Blue baggage desk in Chicago that I would be called if for some reason the bag wasn't going to be delivered that night. I paiently waited until the morning and called the # I was given for the Chicago Jet Blue baggage claim desk. I tried to call that # many times over the course of the next 24 hours and no one answered. I left several messages and not one was returned. When I called the front desk and asked if they could help me locate the bag they said to call the baggage desk # that I had been trying and then hung up on me. I called back and the guy hung up on me again. To date I have filed a claim but have no other information about my lost bag. No one will respond to my calls. I had several thousand dollars worth of clothes and shoes in the bag that I need to replace. It isn't that the bags were lost, as I understand that this is a risk one takes when flying. It is the complete lack of concern that Jet Blue has shown that has caused me such anger. I will never fly Jet Blue again. I can do without the TV. I just want my luggage back.

Posted by: Ben | August 19, 2007 at 12:04 PM

Jet Blue lost my bag back on November 27th and I never got it back or got any money. I sent my claim form in December 7th, they claim they received it December 22nd which is impossible...obviously it was sitting on someone's desk for a while before they decided to log it in. They say they have 45 days (!!!) to respond with a claim offer once they get your claim. Today is 45 days and the person assigned to my account left for the day. Now they're telling me I'll probably hear back sometime this week which is ridiculous - they won't even stick to their own terms! It's been over two months since they lost my bag and they need more time to review my account?? Anyway, if I don't get an offer today, I'm suing them. I am furious. They offer the world's worst customer service and I will never, never fly that awful airline again.

Posted by: Anna | February 05, 2008 at 11:29 AM

[Christina Passanisi]

My husband and i flew Jet blue for the first time over the 4th July weekend and returned on Monday the 7th from white plains, ny to ft.lauderale, fl. with one missing bag which happen to be our biggest piece of luggage and woth 2500.00 in valuables. Today is 6th day and we have now been transfer to the insurance claim and waiting tro hear from them today. The person obvouisly knew what they were doing when taking bags. Another person on the airflight bag was found but not ours??!!!
I tried to contactc white palins airport to see if our bag even made it on the plane but once again with jet blue wonderful customer service i have had no aswer or call returned. Like everyone else the money is not the issue; there are things in our bag THAT CANNOT BE REPLACED!! I am here to tell you that i will not let this go, i will contact channel 5 news and get them involved as well as my attorney. With reading these other compliants there is something going on and jet blue is not taking care of this situation. I will be putting out a massive email for peoplpe we have gone through this or are going through this!! It will be put to an end and i will not rest until this matter is resolved. Please email me at illnin420@yahoo.com with your comments and/or inout.
thank you!
Christina

[Kathy]

We had a similar experience on July 7,2008. On a Jet Blue flight coming from Portland, Maine to JFK our two checked bags were missing. Still no sign of them. I am wondering if others have had the same experience during this period of time and whether their bags were ever found.

[lostluggage08]

I am currently in the same position. Flew on the direct flight from Cancun to JFK and my bag has been lost since last Tuesday 12/02/08. No one contacted us since we left the airport with our yellow lost baggage form. The local JFK number 347-$HIT-#$#@ is of no use. No one picks up the phone. It goes straight to Voice Mail of a guy named Ramesh. He never calls you back or anyone else we spoke to for that matter. Finally after writing on Twitter and FlyerTalk forum, I got an email from Central Baggage which tells me that I'll need to send them ONLY ORIGINAL RECEIPTS (COPIES ARE NOT ACCEPTED) to file a claim. The max amount is also $3,000... not even enough to cover my lost belongings! It's a bloody joke. They give us a bag tag but they can't track the location or whether it was last scanned. NEVER AGAIN WILL I FLY JETBLUE. YOU HAVE ALL BEEN WARNED. Please learn from our horror stories. BTW, not once did anyone from JetBlue apologized for their mistake or for our inconvenience. We were not even paid any per diems! So you know...

[Daniel C]

I fell into this site looking for information on jet blues lost baggage, as of now 01/29/2009 my baggage has been missing since 12/03/2008 MORE THANA MONTH! and nothing!!! jetblue refuses to call me back or email me back, i had been told i would receive something by today and nothing, i called the number and they said "we will have her call you back" nothing.. Im over jet blue, its bad enough i have to deal with them loosing my dang bags but now we have to deal with all this garbage of being given the run arounds?.. i mean come on

[Hessam Ghadaki]

Jet Blue is not losing your bags - they are stealing them.

I flew from SJU to JFK on July 7 after a long weekend in Puerto Rico. My iphone died on the first day (and as you know when you call a dead AT&T phone it goes straight to voicemail without ringing). Once I arrived in JFK my bag was gone and i filed a complaint. They hired 5 of the most inept insensitive people to handle lost baggage. 3 days later nothing has been found. But SURPRISINGLY my phone is now on because when I call it, it is clearly charged as it rings 7 times before going to voicemail. Once this happenned I knew that my bags had been lifted and someone was probably wearing my Raybans and listening to my iphone somewhere.

Then there is their lost baggage policy - covers nothing. In 2009 they expect you to put every electrical device in your carry on. That and you are limited to 50 dollars a pound (up to 3300) - which is a farce because what you get once the bag is gone is a "settlement offer". Well I'll tell you something - I'm an attorney and I'll be damned if I let myself get rinsed out by this phony airline.

I wont be crying when they go Chapter 11.

HG