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February 16, 2007

Follow Up to the JetBlue JFK Snowstorm Mess

Just a quick follow-up to the JetBlue JFK snowstorm disaster:

Turns out JetBlue waited 5 hours to call airport authorities for help offloading passengers.  Oops. 

And my father brought up a good point:  Will 1 snowstorm undo 7 years of goodwill and great stories about the airline?  Did Wednesday mark the day that JetBlue became just another airline that everyone hates?

And CEO David Neeleman's response: "We should've done better" is completely inadequate, considering these people were held hostage for 9, 10 or 11 hours. 

On the plus side, apparently American Airlines was still charging $3 for cookies on its 5 hour delayed flight to Miami. 

February 16, 2007 | Permalink: Follow Up to the JetBlue JFK Snowstorm Mess


I sat in the airport with my 3 children, ages 2, 6, 9, and my 70 year old parents, for 13 hours on Thursday. We were flying Jet Blue from JFK to Fort lauderdale. The flight was originally to take off at 1:00pm. At 7:00pm after 6 hours of delays an announcement was made that if you wanted to rebook your flight Jet Blue would not be responsible to get your checked luggage back to you. We confirmed at the counter what was said. Not one executive or manager was around even when we left the terminal to try and find someone to explain what was going on, COWARDS!Finally at 9:50pm they cancelled the flight along with several other flights. ALL cancelled flight luggage was on one carousel. It took us until 1:45 in the morning to get all but two bags. Those bags are still lost! The line to the baggage office was 30+ people deep. We decided to go home and my father drove back immediately to the airport at which time the doors were locked and sectioned off and he was informed the baggage office is closed.

Here is the best part. When I called the next day to rebook my flight they informed me that they put us on a 6:30AM flight, four and half hours after we received our bags, and that since we "missed" the flight we lose our tickets! But they did say they would be happy to book us a new flight but we would have to pay full fare!

After the experience we had the last thing I expected was to get cheated out of my tickets. It is clear that although the planes are new, the TV's are great, that Jet Blue has some serious problems when things get a little tough. After what happened on Thursday with the passengers sitting on the plane at JFK, and how they handled Thursday it is obvious that Jet Blue needs to fire all of the executives at that airport.

So vacation ruined, tons of grief, and out $3,500. Thanks Jet Blue!

: dee at Feb 17, 2007 11:20:47 AM

My wife had a similar problem with JetBlue going out of Dulles to Burlington, VT on Friday.
No crew to fly the plane. She did finally get to Burlington, but of course her luggage was lost.
Still no word if we'll ever see it again. Then she was supposed to come back tomorrow, but that flight is cancelled. Thank goodness for Southwest. She can come home through Manchester, NH. No more JB for us. This has shown them to be a bush league airline. They obviously had no plan as to how to get through a major weather situation like this. We'll stick with the airlines that treat people the right way, and can be counted on.

: Ken at Feb 18, 2007 8:59:12 PM

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