Customer Service Plan

Customer Commitments

(Controllable cancellations and controllable delays of 3hrs or more)

These provisions apply only to JetBlue operated flights. In addition, these provisions apply only to JetBlue Passengers (referred to herein as “Customer”) as defined by the JetBlue Contract of Carriage and who have checked in for the JetBlue flight. “Controllable Irregularity” is defined in JetBlue’s Contract of Carriage. Any and all requests for eligible reimbursement hereunder must be accompanied by detailed receipts submitted within 10 days’ time of such expenses being incurred.

1. Rebook passenger on same airline (Controllable cancellation): If JetBlue cancels a flight and the cancellation is due to a Controllable Irregularity, JetBlue will, at the Customer’s request and at no additional charge or fare to the Customer, rebook the Customer on the next available JetBlue flight or refund the Customer.

2. Rebook passenger on another airline (Controllable cancellation): If JetBlue cancels a flight due to a Controllable Irregularity, JetBlue will at the Customer’s request and at no additional charge or fare to the Customer, rebook the Customer on the next available partner airline flight, or as provided in the section above, rebook the Customer on the next available JetBlue flight or refund the Customer.  

3. Food when a controllable cancellation results in passengers waiting for 3hrs or more for a new flight: If JetBlue cancels a flight due to a Controllable Irregularity and the Customer is delayed 3hrs or more from scheduled departure time, JetBlue will provide the Customer with meal vouchers of $12.00 including taxes and fees.  In the event that meal vouchers are not available or otherwise accepted in an airport, or food or beverages are not otherwise available in an airport (e.g., the concessions are closed), JetBlue will make best efforts to provide an appropriate meal/beverage to the Customer (e.g., order food and provide water for the delayed flight) or otherwise reimburse the Customer, subject to valid receipts, for expenses associated with meals not to exceed the allowable limit of the JetBlue meal vouchers.
 
4. Complimentary hotel accommodations for any passenger affected by a controllable overnight cancellation: If JetBlue cancels a flight due to a Controllable Irregularity, and it results in the Customer not being reaccomodated until the following day or days, JetBlue will offer reasonable overnight hotel accommodations in a local airport area hotel. If hotel accommodations at a local airport area hotel are not available, JetBlue will, subject to valid receipts, reimburse the Customer reasonable and appropriate expenses associated with the overnight hotel accommodations. 
 
5. Complimentary ground transportation for any passenger affected by a controllable overnight cancellation: If JetBlue cancels a flight due to a Controllable Irregularity, and it results in the Customer not being reaccomodated until the following day, JetBlue will offer ground transportation to and from a local airport area hotel.  If JetBlue is unable to secure ground transportation, it will reimburse the Customer, subject to receipts, an amount consistent with the reasonable rate for ground transportation to and from the hotel.

6. Rebook passenger on same airline (Controllable delay of 3hrs or more):  If a JetBlue flight is delayed 3hrs or more from scheduled departure time and the delay is due to a Controllable Irregularity, JetBlue will, at the Customer’s request and at no additional charge or fare to the Customer, rebook the Customer on the next available JetBlue flight or refund the Customer.
 
7. Rebook passenger on another airline (Controllable delay of 3hrs or more): If a JetBlue flight is delayed 3hrs or more from scheduled departure time and the delay is due to a Controllable Irregularity, JetBlue will, at the Customer’s request and at no additional charge or fare to the Customer, rebook the Customer on the next available partner airline flight, or as provided in the section above, rebook the Customer on the next available JetBlue flight or refund the Customer. 

8. Food when controllable delay of 3hrs or more: If a JetBlue flight is delayed 3hrs or more from scheduled departure time and the delay is due to a Controllable Irregularity, JetBlue will provide the Customer meal vouchers of $12.00 including taxes and fees.  In the event that meal vouchers are not available or otherwise accepted in an airport, or food or beverages are not otherwise available in an airport (e.g., the concessions are closed), JetBlue will make best efforts to provide an appropriate meal/ beverage to the Customer (e.g., order food and provide water for the delayed flight) or otherwise reimburse the Customer, subject to valid receipts, for expenses associated with meals/beverages not to exceed the allowable limit of the JetBlue meal vouchers.

9. Complimentary hotel accommodations for any passenger affected by a controllable overnight delay of 3hrs or more: If a JetBlue flight is delayed 3hrs or more from scheduled departure time and the delay is due to a Controllable Irregularity which results in the Customer not being reaccomodated until the following day or days, JetBlue will offer reasonable overnight hotel accommodations in a local airport area hotel. If hotel accommodations at a local area hotel are not available, JetBlue will, subject to valid receipts, reimburse the Customer reasonable and appropriate expenses associated with the overnight hotel accommodations.

10. Complimentary ground transportation for any passenger affected by a controllable overnight delay of 3hrs or more: If a JetBlue flight is delayed 3hrs or more from scheduled departure time and the delay is due to a Controllable Irregularity which results in the Customer not being reaccomodated until the following day, JetBlue will offer ground transportation to and from a local airport area hotel.  If JetBlue is unable to secure ground transportation, it will reimburse the Customer, subject to receipts, an amount consistent with the reasonable rate for ground transportation to and from the hotel.

Lowest fare

JetBlue is committed to provide the lowest fare for its flights on its website. An exception to this is for other airlines JetBlue partners with who might have lower fares for their segments via their website, ticket office, or telephone reservations.

Flight information

JetBlue will promptly provide to customers and the public information about any change in flight status (including cancellations, delays of 30 minutes or more, or diversions) within 30 minutes of the carrier learning about the change, by providing information in the boarding gate area (for a flight at a U.S. airport), Flight status displays, on its website, and through its telephone reservation system, on request.

Baggage information

JetBlue will make every reasonable effort to return mishandled bags within 24 hours. We will reimburse customers for reasonable expenses that occur because of any delay on domestic flights (or as required by international agreements on international flights), and will reimburse customers for any fees associated with the transportation of a lost bag.

Learn more about making a baggage claim.

Refund information

Following receipt of payment from a customer, JetBlue will allow reservations to be held at the quoted fare for at least 24 hours after the reservation is made, if the reservation is made one week or more prior to the flight’s departure. If such reservation is canceled within 24 hours of booking, payment will be refunded in full to the customer without assessment of a cancellation fee.

For all other reservations, JetBlue’s rules regarding fare refunds are set forth in Section 4 of the Contract of Carriage. Subject to refund rules set forth in Section 4, JetBlue strives to provide credit card refunds promptly and cash or check refunds within 20 days upon receipt of all necessary information. This includes refunds of fees for optional services on flights from which the Customer was bumped due to an oversales situation. Some fares are nonrefundable.

Please see the Contract of Carriage for more information.

Customer Accessibility

JetBlue has signed on to the Airlines For America Passenger Accessibility Commitment and is proud to be among the member airlines committed to further improving the experience for customers with disabilities across the industry and to ensuring every customer feels welcome, comfortable, and valued.
Airlines For America Passenger Accessibility Commitment

In addition, JetBlue accommodates customers with disabilities consistent with its obligations under 14 C.F.R. Part 382. For more information, please see JetBlue’s Accessibility Assistance page or Contract of Carriage for more information.

Tarmac Delays

JetBlue is dedicated to meeting customer’s essential needs during lengthy tarmac delays. Read about our commitment to you .

Oversold situations

JetBlue does not overbook flights. However some situations, such as flight cancellations and reaccommodation, might create a similar situation. For more information about your options and compensation, please see Sections 27 and 38 of our Contract of Carriage.

Aircraft Information

JetBlue operates three types of aircraft. View information on all aircraft types, including seatmaps and lavatory information.

Frequent Flyer information

JetBlue’s TrueBlue program was developed to recognize its customers. View TrueBlue Terms and Conditions.

Flight Cancellation Policy

There are multiple reasons a flight might be cancelled. View more information, including delay types and compensation eligibility.

If you wish to cancel a purchased itinerary, please go to manage your flights and check on the specific rules for the fare in question.

Itinerary changes made by JetBlue

Carrier will notify customers in a timely manner of changes to their travel itinerary. For more information, please reference our Contract of Carriage.

Services provided

JetBlue recognizes a flight misconnection or cancellation can cause frustration and therefore offers several services. Please reference our Bill of Rights or Sections 25 and 26 of our Contract of Carriage.

Contacting JetBlue

JetBlue is dedicated to customer service. If you have a complaint, you can reach us via our Contact Us page. All complaints will receive a written acknowledgement of receipt within 30 days of receipt, and provide a substantive response to the complaint within 60 days of receipt.