Couple spends thousands on JetBlue flights, but can't get credit for cancellation, until Call for Action steps in
A Massachusetts couple spent thousands of dollars on first class airline tickets to California. But, just a few days before the trip, they got sick. They tried to cancel the flights online to get a credit from JetBlue. Months went by and they still had no refund. So they reached out to the I-Team's Call for Action.
Dan and Joanne Patrie of Cape Cod planned to visit relatives in San Diego last February.
"Normally we don't travel first class, but because we've got some mobility issues, we thought that, if we book first class, we'd be closer to rest rooms, there'd be less walking," Dan said.
The round trip tickets cost them $4,100. But, just before they were ready to leave, the couple got sick.
"We were concerned about who we were going to go visit," Dan said, "and the fact that one of those people were immunocompromised."
"Never got a response back"
So, they decided two days before the flight that they should cancel until they were feeling better. Dan went back online to cancel the tickets.
"I found what I thought was the appropriate format to cancel the trip, but never got a response back from the airline," he said.
The Patries tried for months to get a credit or their money back.
"I couldn't get to a real person online," Dan said. "The best I could do was get to what they call a live chat with someone I thought was real person."
Second JetBlue trip booked
Unable to get their money back, the couple bought new tickets, this time spending closer to $5,000 for the round trip.
"At this point in time, I had both trips booked and paid for on the same credit card. So, it was close to $9,000," Dan said.
JetBlue response
So Joanne suggested calling the I-Team's Call for Action. WBZ-TV contacted JetBlue, and in a statement the company said:
"After a review, it appears JetBlue did not receive or confirm the cancellation of these customers' travel plans in advance of their first flight. As a one-time courtesy, we have created a travel credit for the value of the itinerary, which is what would have been issued had the trip been canceled ahead of time. We look forward to welcoming these customers on a future JetBlue flight."
Dan eventually got a call from a representative at JetBlue headquarters.
"I think we really needed Cheryl. We thank you. Takes a big load off our mind and off our pocketbook," he said.
When booking airline tickets online be sure to read the cancellation and change policies. Some airlines only offer travel credits while others will provide a full or partial refund on certain types of tickets.
If you have a consumer issue you need help with email Call for Action at [email protected].
