JetBlue

In all my years of travel I’ve never experienced such awful service, and the JetBlue app is even worse. After two plus years of personal use it’s still not fixed. Let me start by saying that during booking via the app I was double booked at over $900 a pop and billed via my bank card, it took four days to resolve. A JetBlue’s crew member’s response, “you should have called (before I was even aware as in front running the app’s glitch) to verify you were not double booked/charged.” It gets worse. On the return trip I was never able to check in via the app, it kept saying “oops!, Try again later, or please see a crew member. “ The kiosk terminal at SDQ International fared no better. Finally, at the check in counter, the JetBlue crew member that generated my boarding pass started to highlight it in yellow at the bottom right corner where there were four large SSSS printed. From this moment onwards I was more a suspect than passenger— security checked and sign and counter-signs at boarding. All this occurred with direct participation of JetBlue employees: I have the hard copy boarding pass generated at their airport counter. But most shocking was JetBlue’s costumer service response after the matter was escalated to highest level some where out in Salt Lake City: “I have no idea what those large S/s are,” And JetBlue’s employees role in this (this person laughed at my despair. I was having a hard time getting my words out ). Remember, it was your employee that started this whole affair— it’s JetBlue‘s job to know what their employees do throughout their workday. JetBlue, what happened to me it’s not OK. Fix the JetBlue app, I’m sure your flying public would appreciate it.

In just over a year this app went from best of breed to inbred. I would give 0 stars if I could. The app fails when trying to purchase flights with my credit card so I have to call to book flights every week. Its good that I’m Mosaic so at least I don’t have to wait as long to get help - but still suspect I’m getting penalized on points because I called the line instead of booking it myself online with the app that doesn't work. (If you want to reduce the the points awarded please adjust the program - don’t break the application.) Also - know that this often happens while traveling on a JetBlue flight - so it is impossible to call - extremely frustrating. This app also frequently asks me to re-input information saved as TrueBlue options - this is extremely stupid and frustrating since I am usually on the road and it’s also EXTREMELY inconvenient that I have to lookup and RE-INPUT data already saved in JetBlue’s databases. The JetBlue app used to have fun “mini-awards” called “badges” that would award you with points - and this is now gone - guess it was too much fun/worked too well? The app now inconsistently shows my upcoming flights (even though I have confirmation they are booked) Last (but not least and believe me I could go on with all the ways this app is broken) it’s extremely difficult to request receipts for expense reports (this should be as easy as a click on the flight history (when they show up there.) I guess I’m spoiled with the rest of JetBlues service because I have come to expect much more.