Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  0n 04/30/25 I booked a trip via Jet Blue Vacations with a $200 Deposit. Prior to booking, I thought I understood there to be a 15 Days Review Period to cancel for a full refund. On 05/13/25, I attempted to cancel the Reservation online but before finalizing the refund my only option was as follows...$100 Refunded as a credit to be used within a year and $100 you automatically lose due to the cancellation. I immediately contacted there **************** and indeed the same information was reiterated. I began to question the 15 Days Review Period (which by the way is misleading) prior to making the payment and the *** stated it only applies to an insurance coverage and they only offered 24 Hrs, which was not clearly indicated during the time of purchase.Later that day I contacted the credit card company & explained the ordeal. The company stated they would conduct the investigation. I started reading and researching more about Jet Blues Vacations Cancellation Policies. There were some misleading and confusing terms which are not populated during the time of purchase (the additional links). I also began to realize how the 15 DAYS REVIEW PERIOD was "cleverly" used to ease a buyer into finalizing the purchase. After reading that why go further into the hyperlinks and when booking a vacation one is in search of the best deal possible. I saw the 15 Days Policy as security. I had 15 days and if I find a better price I can cancel without penalty.I ended up officially canceling the trip in its entirety on 05/23/25 after learning there is a Policy regarding canceling the trip after 90 days prior to the trip date. At this point I did not know how the outcome of the investigation would turn out, so I rathered a partial loss then forfeiting it *********, 06/27/25 I noticed a notification from the ******************* declining the dispute on 06/26/25. Jet Blue Vacations claims there was no record of my attempt to cancel on 05/13/25 nor of the 15 Days Review Period.

  Customer Answer

  Date: 07/25/2025

  No additional information.  I am not surprised by them electing not to respond.

  Thank you for your ******************* learned.

   

  Customer Answer

  Date: 07/29/2025

  Thank you once again for your efforts, it was greatly appreciated!

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a formal complaint against JetBlue Vacations due to a refund I have been requesting for months and it is being denied despite the fact that my trip was cancelled due to unforeseen circumstances. On January 10th 2025, my flight was cancelled due to a national storm that occurred. I contacted JetBlue Vacations for a refund of my trip but they said that my trip was non-refundable and that it was going to be marked as a no show. I have attempted to dispute this charge with my credit card company and it was denied, I also reached out to ********** for trip insurance and it was denied because my flight was purchased with miles instead of my card. I really do not feel that it is reasonable to charge a customer a full amount of a trip without knowing the circumstances of the cancellation & being that I legally was not able to make it overseas, it should justify my claim and I should be refunded my full trip amount of $3,389.97 This situation was entirely out of my control, and I believe that some form of resolution- whether a refund or *********** credit- would be fair & appreciated.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked and paid for a 1 Bedroom Bay View Residence through JetBlue Vacations at the *********************** May 26- May *******.We only realized there was an issue after we went into the room and saw that it was nowhere near what we had paid for. When we brought it up, the hotel said our reservation was listed as a double bed with bay view. At check-in, we paid for what we were told was an upgrade $324.16 (extra) and were given a king bed with bay viewbut that was not an upgrade compared to what we originally booked. It was still a downgrade.JetBlue and the hotel continued to blame each other. Neither party took responsibility. I spent hours on the phone during my vacation, trying to get this resolved. On May 26, 2025 I was told Id receive a call the next day, I called May 27, 2025 and was told again it would be within 48 hours that JetBlue would give me a call back. Now, as of June 5, I was informed that Ill receive an email in a few weeks. This lack of accountability and follow-through is unacceptable.JetBlue Vacations failed to provide the correct room, failed to resolve the issue, and forced me to pay an additional upgrade charge for a room that was actually worse than the one I originally booked.I am requesting the Better Business Bureau to intervene and assist in resolving this matter. Thank you so much! I have attached the booking that the hotel had on their system(title on the right corner says ******* affiliate network). The hotel provided this information for us to know they were not at fault.I have attached multiple calls log to JetBlue and I have also sent an email and no answer.I have attached pics of what we booked versus the room we receive and the itinerary of what we booked through Jetblue vacations. Thank you again!

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a trip through the Jet Blue Deposits program. On May 24, 2025. I called and spoke to ****** at ext *****. I let him know that the amount of passengers was going from five to two and that one of the two passengers would be new. He told me that they allow one change where they waive the cancellation fee and that it would essentially be a cancel and rebook. He also stated that when I made the change I would have to pay the balance. I told him that I needed to make sure that I had the correct date of birth for the new passenger and would call back once I could complete everything. I called back on 5/29/2025 and spoke to **** who initially was pleasant. When she returned from placing me on hold, she became increasingly rude and I chose not to engage. I asked if there was a supervisor and she told me that there wasnt. I told her that I would like to speak to someone so that they could honor what I was told and she kept telling me that there was no one. I ended the call and called Jet Blue and got an amazing representative named Claria who was able to partially rectify the issue. She told me that I could complete the rest of the process online so that I wouldnt be charged a fee. I was unable to successfully complete that process and called Jet Blue Vacations for assistance on completing the remaining part of the transaction. ***** answered and was initially pleasant until I was placed on hold as she referred to the notes. When she returned, she was literally yelling at me! To the point that I asked her if she was ok. I also let her know that I was recording the call because I couldnt believe the way that she was speaking to me. I cant believe the amount of rude representatives from a specific company and department that *** experienced concerning this one issue. It appears to be a department policy to be rude to people. If thats the case this is absolutely disgusting. Thank you.

• Initial Complaint

  Date:05/13/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew with my husband from ****** to ***** I was charged to move to row 27 from 25 due to a medical accomodation of being a flyef who gets sick on flights I was told this the would better cause it was empty and I Would not be allowed to move while in flight so I had to pay . Then we got on row 25 was empty so I should not have not been charged and right after the flight left some people just sat there. Not to mention our TV in row 27 didn't work and we both had to move. To treat a customer this way over $48 is appalling considering I could have stayed where I was seated and people who didn't pay for those seats just sat there . In flight I was told I should be getting my money back and to call customer service. I did call them and got NOTHING but arguments. In fact I was even asked if the flight attendant did anything on his tablet about the entertainment not working I explained I wasn't sure but he agreed that row 25 was empty and we shouldn't have been moved.. It's not my responsibility as a customer to check on your employees and see what they are doing of being mailed to pay extra money. The people who just say in our seats should have been charged.. The manager customer service ****** ***** said I have told me that there was nothing in the system as if I was lying about the system. Again this should not be my fault as a customer.I hope ********************** at least returns my $48 or else I will be going to my credit card company In ***** we saw someone who was seated in row 26 when we were walking down the seat this person even sporochared us and did what happened you on the flight was wrong So people saw me being charged then others taking our seatsThe inflight crew was great! On the ground is another story and customer service was the worst. I should never been charged on the ground and customer service should have made it right instead she told me to go to the website. Again not a way to treat a customer. Employees like this make you loose business

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a vacation package with JetBlue Vacations in September 2024 for travel from April 12th to 17th, 2025. Prior to booking the vacation package I reviewed all cost associated with the booking including additional cost that would be charged by the hotel. I considered several hotels for this booking and selected the ****************************** specifically because there was no resort fee associated with the hotel. When I checked in at the hotel I was informed that there was a resort fee of $66.60 per night. I called JetBlue Vacations the following morning because this was an added cost that I was not informed of at any point during the booking or confirmation process. The JetBlue representative confirmed that there was a resort fee of 20% of the room rate associated with this hotel and I should review my confirmation email for this information. I told the representative that this information was not in the email and she reviewed the email that was shared with customers and acknowledged that the confirmation email that customers receive does NOT disclose the resort fee information. JetBlue knew that this hotel charged a resort fee and they did not disclose this information at any point during the booking or confirmation process. I can't help but believe that they intentionally did not to share this additional cost in an attempt to make their prices appear competitive. Despite this acknowledgment that the additional fees were not disclosed, JetBlue is refusing to reimburse me the cost of the resort fee of $333. Had I known of the fee associated with this hotel I could have made an informed decision to selected another hotel or at minimum plan for the cost. I am requesting a reimbursement of the additional cost charged.

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a cruise vacation package. The total price of the package was almost 4800$I purchased on February and paid abt 3200 and had abt 1700$ left. My last payment was due at the end of April. The other day, I received an email stating that my flight was cancelled. I call immediately and that was when I find out, my trip was cancelled due to none payment. I couldnt understand what was happening. I did not cancel my trip, I did not told anyone, I couldnt paid. I almost finished paid for it. What makes it worst, they forfeited 1100$. I was told due to the cancellation, the cruise is holding on to a $1000. Why no one reach out by an email, phone call or a text, reminding you customer to pay before canceling a trip that was almost paid for. Why is anyone think its ok to do this to someone. This trip was for my 24yr anniversary and now is ruin. I just will like all my money back. I am still planning to go on the trip, I never ask anyone to cancel my trip. I never said i couldnt pay the money owed. I just didnt remember the exact date and no one reach out. have to work very hard for every ***** I have. I need this company to be fair and give me back all my money.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a JetBlue vacation for an all-inclusive vacation at **************** in ****** 4/16-4/21/25.Upon arrival, I learned I did not have all-inclusive package. I was distraught and called JetBlue multiple times, making three phone calls in total, but my complaint remained unresolved. I was told there was "nothing mentioned about inclusive" meals, despite having spent over an hour on the phone with a ***resentative, who assured me that my three children, aged 16, 13, and 8, would not need to pay for their meals.Instead, I was faced with the choice of paying an additional $2,500 for meals or covering costs as we went, leading to a disappointing experience for my family. The last ***resentative assured me that my case would be reviewed by a manager, but all the communication I I received from Jetblue states they did not have any communication about all inclusive, however they never stated the *** did not state that my kids would eat for free which is all inclusive for them. No one ever addressed my claim that the *** told me I did not have to worry about my kids' meals. I informed the *** I had small ones and he said I understand and this would be included However it was not included. I am not sure if they listened to my conversation at the time of my booking especially since I did not receive a receipt. I would like to get a transcript of the conversation since they claim it was listened to. Record all of your communication and get a *** name and ask for a detailed email. I got only an itinerary which never included what the *** stated on the call.

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vacation was cancelled and they kept the full half payment after it clearly states in emails that I have for them that I should get refund if cancelled. They told me there was nothing they could do to help me and even my bank tried getting the money back and couldnt. **************** was terrible and they kept $1400.00 and did not refund me anything as it states differently in emails that they have from me. I will never go through her blue vacations again and I am advising everyone I know to not use them. They should be ashamed

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was never notified about a flight credit. They cancelled the flight due to covid, and I have not been issued any credit, and I have booked with them after, didn't know it was any flight credit, it does not show in travel bank or apply to booking. I just want the flight credit from the cancelled flight to use for future bookings.