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Problem with JetBlue flight resolved

Posted by Mitch Lipka  June 3, 2013 03:28 PM

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Q.We had booked a flight to Florida this summer on JetBlue. Then we were notified that JetBlue, without our permission, rescheduled our flight from earlier in the day to one that arrives after midnight. Since this is a vacation trip, this change involves paying for a hotel and car rental when we wouldn’t even be there. A phone call to their customer service department resulted in no offer to change the flight without incurring a $100 change fee. Can you help?

Paul ODonnell, Reading

A. Airlines generally have a lot of sway under their contracts with what they can do. JetBlue needed to move around its schedule, so it did, and then told you of the change. These sorts of situations, while not routine, tend to happen well ahead of time – allowing some time to try to make a further adjustment, if need be.

It’s not entirely clear why your flight was changed and JetBlue won’t discuss details about specific passengers, but the itinerary has since been adjusted to one that better fits your plans.

“In general, we have a thoughtful system for scheduling and reviewing flights to ensure that they occur at the most optimal times possible for our customers,” said JetBlue spokeswoman Allison Steinberg. “On the rare occasion when we do need to change a flight schedule, we work to notify and assist customers to minimize the impact of that change. We understand that not every change is convenient and are always willing to work with our customers to provide the best customer experience.”

If a customer is notified of a change and they’re unhappy about it, they should call the airline’s customer service number. “If the schedule change is more than 30 minutes, we will rebook them with no fee,” Steinberg said.

When logic seems to have been lost in the shuffle and you run into a wall, it’s worth calling back to see if you get a more sympathetic customer service representative. You also can, on the first or second try, ask for a supervisor if you’re not making headway. In this case, JetBlue not only did right, but made clear how it handles such situations.

Enjoy your trip.

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About the author

Mitch Lipka is one of America's leading consumer journalists and advocates. He is an expert in product safety, recalls, scams, and helping consumers get out of jams. He is a nationally known consumer columnist and runs He lives in Worcester. You can find him on Facebook or reach him at


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