JetBlue | Customer protection

Help > Customer protection

Above all else,

JetBlue Airways is dedicated to bringing humanity back to air travel. We strive to make every part of your experience as simple and as pleasant as possible. Unfortunately, there are times when things do not go as planned. If you're inconvenienced as a result, we think it is important that you know exactly what you can expect from us. That's why we created our Customer Bill of Rights. These Rights will always be subject to the highest level of safety and security for our customers and crewmembers.

General information

JetBlue will notify customers of delays, cancellations and diversions. Notification may be given in any of the following forms: via jetblue.com, telephone, flight information display system, airport announcement, onboard announcement, email or text message.

Compensation

For travel booked through jetblue.com or 1-800-JETBLUE

If your flight qualifies for compensation, you will receive an email from JetBlue within seven days of your flight's scheduled departure. This will happen automatically and there is no need to contact JetBlue.

For travel not booked through jetblue.com or 1-800-JETBLUE

If your flight qualifies for compensation, please call 1-800-JETBLUE (538-2583) seven days or more after your flight's scheduled departure to inquire about potential compensation.

Find out if your flight qualifies for compensation.

Cancellations

All customers whose flight is cancelled by JetBlue will, at the customer’s option:

Receive a full refund

Reaccommodation on the next available JetBlue flight at no additional charge or fare.

If JetBlue cancels a flight within 4 hours of scheduled departure and the cancellation is due to a Controllable Irregularity, JetBlue will also issue the customer a $50 Credit good for future travel on JetBlue.

Delays

Departure Delays

Customers whose flight is delayed due to a Controllable Irregularity are entitled to:

Delay time:

Compensation amount

1:30-1:59 hours:

$25 credit

2-2:59 hours:

$50 credit

3-3:59 hours:

$75 credit

4-4:59 hours:

$100 credit

5-5:59 hours:

One-way trip credit less taxes and fees

6 or more hours:

Roundtrip (or the one-way trip, doubled) trip credit less taxes and fees

Onboard ground delay on departure

Customers who experience an Onboard Ground Delay on departure are entitled to:

Delay time:

Compensation amount

3-3:59 hours:

$50 credit

4-4:59 hours:

One-way trip credit less taxes and fees (or $50, whichever is greater)

5 or more hours:

Roundtrip (or the one-way trip, doubled) trip credit less taxes and fees

Onboard ground delay on arrival

Customers who experience an onboard ground delay on arrival are entitled compensation good for future travel on JetBlue:

Delay time:

Compensation amount

1-1:59 hours:

$50 credit

2 hours or more:

Roundtrip (or the one-way trip, doubled) trip credit less taxes and fees

Accommodation during onboard ground delays

JetBlue will provide customers experiencing an onboard ground delay with 36 channels of DIRECTV®*, food and drink, access to clean restrooms and, as necessary, medical treatment. JetBlue will not permit the aircraft to remain on the tarmac for more than three hours unless the pilot-in-command determines there is a safety or security-related reason for remaining on the tarmac or Air Traffic Control advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane would significantly disrupt airport operations.

*JetBlue will provide free movies on flights that are greater than two hours in duration for customers whose flight is delayed more than 3 hours after scheduled departure.

Inflight entertainment

JetBlue offers 36 channels of DIRECTV®* service on its flights in the Continental U.S. If our LiveTV™ system is inoperable on flights in the Continental U.S, customers are entitled to a $15 Credit good for future travel on JetBlue.

Overbookings (As defined in JetBlue's Contract of Carriage)

Customers who are involuntarily denied boarding shall receive $1,300.

Last updated: August 2012

*DIRECTV service is not available on flights outside the continental United States; however, where applicable, movies from JetBlue Features are offered complimentary on these routes.

These Rights are subject to JetBlue's Contract of Carriage and, as applicable, the operational control of the flight crew, and apply to only JetBlue operated flights.

This document is representative of what is reflected in JetBlue's Contract of Carriage, the legally binding document between JetBlue and its customers.

Program Details

The person seeking to cancel the reservation for flight(s) or package(s) under the Program must:

Involuntarily lose full time job and submit refund request within 30 days of job loss.
Be at least 18 years old at the time of refund request.
Be listed as a traveler on the reservation/itinerary/Getaways package for which a refund is sought; and
Have personally paid for the travel for which a refund is sought.

The Program applies only to un-flown flights that are U.S.-originating oneway or roundtrip, not code-share or interline travel.

Request for a refund must be received by JetBlue via fax no less than 14 days prior to scheduled departure of outbound flight. The original documents must be mailed and received by JetBlue no later than the departure date of the outbound flight.

Refund valid for up to seven (7) customers traveling on one reservation.

Excludes corporate bookings and group bookings.

Excludes the following forms of payment: Gift Cards, Service Credits, TrueBlue Award Travel, Travel Certificates.

How it works

Download and print Eligibility Letter and Terms

Complete all sections of the Eligibility Letter, sign and have it notarized.

Fax and mail completed Eligibility Letter AND Terms to 801-449-2440, Attn: JetBlue Promise Program (minimum of 14 days prior to first date of travel.) Upon fax notification JetBlue will cancel your reservation. Please keep a copy for your records.

DOWNLOAD PROGRAM TERMS & LETTER

We guarantee it! The lowest JetBlue fares are always here on jetblue.com. And if by any chance you find a lower JetBlue fare elsewhere on the same day of purchase, we'll give you a $100 credit good for travel on JetBlue.*

How it works:

In order to receive credit for a lower JetBlue fare found, you must:

Purchase a fare online at jetblue.com.

Find a lower JetBlue fare (including taxes and fees) on another website for the exact same flight(s), itinerary, date(s), number of travelers and seat type.

Call Customer Support at 1-800-JETBLUE (538-2583) by 11:59 p.m. ET on the same day of purchase.

Provide the confirmation number of your jetblue.com purchase, the lower fare and the exact URL where you found it.

Customer Support must be able to locate the lower JetBlue fare during your phone call.

Once the lower JetBlue fare is verified, a $100 credit will be issued within 24 hours. Credits are nontransferable, valid for one year from date of issuance, and good for future travel only. They cannot be applied toward the current flight purchase.

Applies to new, air-only JetBlue flight purchases made after November 10, 2010.

Applies only to un-flown, oneway and roundtrip flights originating in the U.S. Does not apply to refundable fares, code-share or interline travel.

Applies only to lower JetBlue fares found for the exact same flight(s), itinerary, date(s), number of passengers and seat type. Does not include differences due to upgrades such as Even More Legroom.

Applies only to online fares available to the general public and with no special discounts.

Excludes corporate bookings, group bookings, Getaways vacation packages and cruises.

JetBlue reserves the right to deny any claims that cannot be reasonably verified, or for which you have provided incomplete information.

View terms

Best Fare Guarantee: If you (1) make a qualifying purchase of JetBlue airfare online at jetblue.com; (2) find a lower airfare (inclusive of all taxes and fees) on another travel website for the exact same flight(s), itinerary, date(s), and seat type after your purchase; and (3) satisfy all of the additional requirements and conditions set forth below, JetBlue will issue you a service credit redeemable toward a future purchase of airfare on JetBlue, in the amount of $100. Restrictions and certain exclusions apply. Please review the following information carefully for complete terms and conditions.

Guarantee Terms: The Best Fare Guarantee is available to any customer who first makes a qualifying purchase of JetBlue airfare online at jetblue.com on or after November 10, 2010, using a valid credit card with a United States billing address. The Guarantee is valid only for lower fares found online at another U.S. point-of-sale travel website which must be an accredited distributor of JetBlue airfare (including but not limited to Expedia, Travelocity, Orbitz, Cheaptickets, and Priceline), for the exact same flight(s), itinerary, date(s), number of passengers and seat type, inclusive of all applicable taxes and fees, with same fare rules and restrictions, and available for purchase on the same calendar day as your purchase at jetblue.com. The Guarantee applies to oneway and roundtrip flights originating in the U.S. and operated by JetBlue and does not include flights on partner airlines. The Guarantee does not apply to JetBlue Refundable Fares that you choose to refund. The Guarantee does not apply to JetBlue Gift Cards, JetBlue Cruises, or JetBlue Getaways vacation packages. The Guarantee does not apply to fares that are unpublished or otherwise not available to the general public, including but not limited to group booking fares, corporate fares, and other discounted fares, including those to which a promo code may apply. The Guarantee does not apply to airfares where the carrier or itinerary details are unknown until after purchase. The Guarantee does not apply to airfares on another website that have been reduced as a result of promotional discounts or any other special offer. The Guarantee does not apply to TrueBlue Award Flights, Travel Certificates, or other non-revenue travel.

Guarantee Claims: Claims under the Best Fare Guarantee must be submitted by 11:59 p.m. Eastern of the same calendar day you purchased your flight on jetblue.com, by calling 1-800-JETBLUE before your travel occurs. Claims may not be submitted in any other manner, including online or by email. At the time you call, you should have the following information available: (1) the confirmation number of the flight you purchased at jetblue.com; (2) the lower fare you found on another website; and (3) the exact URL of the website on which you found the lower fare. For your claim to be valid, JetBlue must be able to verify at the time of your claim review that (1) the lower fare exists and meets all requirements of the Guarantee Terms above, and (2) the lower fare does not exist on jetblue.com. JetBlue reserves the right to deny any claims that cannot be reasonably verified, or for which you have provided incomplete information. Only one claim may be submitted per qualifying airfare purchase. If a single itinerary has more than one instance of qualifying travel, however, multiple claims may be submitted.

Service Credits: Your service credit will be issued within 24 hours of approval of your valid Guarantee Claim and sent to you via email to the email address you provided JetBlue when you booked your travel. Your service credit will be issued in the amount of $100 per person, irregardless of whether the booking is for oneway or roundtrip flights. Service Credits may be applied to future oneway or roundtrip air travel on JetBlue that is booked after the Service Credit's issue date. Service Credits are not valid for use on partner airlines. Service Credits may be used only toward newly-booked air travel and may not be applied to existing travel or changes to travel. The amount of the Service Credit will be deducted off total fare, and any amount that may remain on a Service Credit will be forfeited. Travel must be booked before the credit expiration date, but travel doesn't have to be completed before the credit expires. If travel booked with a Service Credit is cancelled or changed after the Service Credit's expiration date, the Service Credit may be forfeited and you will be responsible for any applicable fare difference and the applicable change fee of $100. Service Credits will not be replaced for any reason. Service Credits are non-transferable and any attempt to transfer a Service Credit will result in forfeiture. Service Credits may not be redeemed for cash, may not be combined with any other offers, and may not be used toward the purchase of a JetBlue Gift Card, JetBlue Cruise, and JetBlue Getaways vacation package. Reservations made using a Service Credit must be booked by calling 1-800-JETBLUE and contain only the person to whom the Service Credit was issued. Additional passengers must be booked on a separate itinerary. Hearing impaired customers may call (TTY/TDD) 1-800-336-5530.

Other Conditions: JetBlue reserves the right to modify or cancel the Best Fare Guarantee at any time without prior notice. Any modification will be effective upon posting of revised Terms and Conditions on jetblue.com, and any cancellation will be effective upon removal of references to the Guarantee from jetblue.com. If the Guarantee is canceled for any reason, Service Credits previously issued will continue to be valid until their expiration dates. Additional restrictions may apply.

When you take a JetBlue Getaways vacation, we strive to make every part of your trip feel like, well, a vacation. Unfortunately, there are times when things do not go as planned. If you're inconvenienced as a result, we think it’s important that you know exactly what you can expect from us. That's why we offer customers around-the-clock 360 Support* to ensure you'll enjoy peace of mind on every vacation you book—before and during travel.

*Good for Getaways packages with travel beginning as of 9/20/12.

View details

Tools and information

Printable Customer Bill of Rights A downloadable version of our Customer Bill of Rights is available in PDF format.

Compensation Lookup Tool Enter your flight details and see if it was eligible for compensation.

Frequently Asked Questions Get answers to your questions.

What is JetBlue's Customer Bill of Rights?

JetBlue Airways has established an industry-leading Customer Bill of Rights, which spells out the specific compensation that our Customers will receive if they are inconvenienced due to a delay or cancellation that, generally speaking, is within JetBlue's control. JetBlue's Bill of Rights also compensates for some situations that are outside out of our control, because we value our customers' time.

What are some examples of delays or cancellations within JetBlue's control?

Circumstances within JetBlue's control are called "Controllable Irregularities." Some examples include flight delays or cancellations due to mechanical reasons or crew unavailability due to something other than weather or some other Uncontrollable event.

What kind of compensation can I expect if I experience a Controllable Irregularity on JetBlue?

Compensation is generally determined by the length of time customers are inconvenienced, and ranges from a $25 electronic Service Credit per customer to the amount paid by each individual customer for the roundtrip flight. For compensation information based on specific situations, see the Customer Bill of Rights.

What are some examples of delays or cancellations that are not within JetBlue's control?

Circumstances outside of JetBlue's control are called "Uncontrollable Irregularities." Some examples of Uncontrollable Irregularities include: weather-related delays or cancellations; crew unavailability due to weather; Air Traffic Control-mandated ground delay or ground stop programs; decisions by airport authorities that impact JetBlue's operations, such as runway closures, construction or maintenance of airport properties.

Is it possible for an Uncontrollable Irregularity to turn into a Controllable Regularity?

Yes. In the case of weather, which is Uncontrollable, delays or cancellations from which JetBlue should have reasonably recovered may be considered Controllable depending on the severity of the weather. Example: A two-day blizzard hits the Northeast. JetBlue should be able to position aircraft and flight crews for recovery within a reasonable amount of time after the blizzard, provided airports are fully open, and ground equipment is fully available. If these circumstances are favorable and we are still unable to recover, the later days of this situation could be determined to be a Controllable Irregularity and JetBlue would then take responsibility for any delays or cancellations.

Why does JetBlue differentiate between Controllable and Uncontrollable?

As with any type of travel, there are just certain events like snow storms or other weather-related events that we cannot control. As a result, in determining appropriate compensation, we need to evaluate whether the Irregularity is something that JetBlue could have reasonably controlled or whether it is something that we did not control or could not reasonably foresee. When the event is a Controllable Irregularity, our compensation levels reflect that JetBlue has inconvenienced you, as opposed to something we simply could not have prevented. We want you to know that JetBlue cares for your comfort and safety, and that we are willing to back it up with meaningful compensation.

What can I expect if I experience an Onboard Ground Delay on JetBlue?

Customers experiencing an Onboard Ground Delay while either waiting to takeoff or to deplane will be provided with access to clean restrooms, food and drink, 36 channels of DIRECTV®*, and, as necessary, medical treatment. Customers who experience an Onboard Ground Delay on Departure for three or more hours will also receive free JetBlue Features® movies during flights over two hours. These movies are in addition to any compensation customers might receive for the delay.

How can I check if my flight was eligible for compensation?

We have created an easy-to-use tool that allows you to enter your flight information and see if your flight was eligible for compensation and when you should expect to be contacted by JetBlue. Click here to search for your flight's eligibility.

Under the Information section of the Bill of Rights, it says JetBlue will notify customers about flight delays, cancellations and diversions, but I never received a phone call or email about my delayed flight prior to my arriving at the airport. Where was my notification?

JetBlue communicates information about delayed or canceled flights to our customers just as soon as we have it. We relay this information in many ways, including, when time permits, via Travel/Weather Advisory notifications on jetblue.com; via updates to mobile.jetblue.com for wireless devices; and via phone calls and email messages. Given the nature of delays and some cancellations, there will be times when this information is not available until just prior to the flight's scheduled departure. In these cases, we will inform customers of the flight delay or cancellation at the airport via our Flight Information Displays Systems, public announcements and through our Crewmembers. We are also in the process of testing our Flight Status Notification Tool, which will allow customers to sign up to receive updated flight status information to their cell phone, email address or PDA. We will alert customers as soon as this tool is available to them.

I experienced a delay that I believe qualifies for compensation under the Customer Bill of Rights. How will I know if I will get a Bill of Rights Service Credit?

JetBlue will contact customers via email who are entitled to compensation under the Bill of Rights within a few days of their delayed or canceled flight. If JetBlue does not have an email address for you, we will mail to the address of record a confirmation letter that advises you the amount of your Service Credit and how to redeem it. Please allow two to three weeks for the letter to arrive. Customers who booked their flight with an online travel agency such as Travelocity or Expedia are asked to please call 1-800-JETBLUE one week or more after to receive their Service Credit information (if relevant). At this time we cannot contact Customers who booked with online travel agencies to inform them of their compensation.

JetBlue will issue only one Service Credit communication per booking. This communication will be sent to the single email address or mailing address attached to the booking record. This means multiple customers who booked their flight together will receive only one Service Credit communication.

How will I receive my Bill of Rights Service Credit?

JetBlue will electronically award Service Credits to customers on canceled or delayed flights that fall under the provisions of the Bill of Rights, and will communicate the issuance of the Service Credit via the email address in a customer's booking record. If JetBlue does not have an email address for you, we will mail to the address of record a confirmation letter that advises you the amount of your Service Credit and how to redeem it. Customers who booked their flight with an online travel agency such as Travelocity or Expedia are asked to please call 1-800-JETBLUE one week or more after their flight to receive their Service Credit information (if relevant). At this time we cannot contact Customers who booked with online travel agencies to inform them of their compensation.

What is my Bill of Rights Service Credits good for?

Bill of Rights Service Credits provide the receiver with a non-transferable credit in a specified dollar amount valid for travel on JetBlue for one year from date of issuance.

Do the Bill of Rights Service Credits have an expiration date?

Service Credits must be used (travel booked) within the one year from date of issuance.

Can I redeem my Bill of Rights Service Credits through a travel agency or website other than jetblue.com?

No. Customers applying Service Credits toward the purchase of their travel must purchase directly from JetBlue on jetblue.com or by calling 1-800-JETBLUE (538-2583).

Can I apply my Bill of Rights Service Credit to purchases made through jetblue.com?

Yes you can, if you have the Travel Bank username and password. Customers who received a Service Credit communication that did not have this information should first call 1-800-JETBLUE (538-2583) in order to obtain the information necessary to book online.

If I'm traveling on a TrueBlue Award and my flight is delayed or canceled, what should I expect under the Bill of Rights?

When a customer is entitled to a Service Credit that is tied to a specific dollar amount (e.g. $25, $50, $100), we will award the appropriate amount to the TrueBlue Award customer. When Bill of Rights compensation is tied to the amount the customer paid for a oneway or roundtrip fare, TrueBlue Award customers will be issued Service Credits equal to the lowest available fare for either the oneway or roundtrip for that route, date, and flight, or the specific dollar amount under the Bill of Rights the customer was last entitled to, whichever is greater. In the case of a flight cancellation, we will reinstate the unused portion of a TrueBlue Award if the customer does not elect rebooking. If the customer would otherwise be entitled to a Service Credit because cancellation was within four hours due to Controllable Irregularity, we will issue the customer the $50 Service Credit good for future travel on JetBlue.

How did you determine when Bill of Rights compensation would begin for flights experiencing a Ground Delay on Departure? The Bill of Rights compensation for Ground Delays on Arrivals kicks in much sooner.

When one of our planes arrives at an airport and there is no gate available, we feel that there is really no excuse for this and we take full responsibility. Therefore you see that our compensation for arrival delays begins 60 minutes after the aircraft's scheduled arrival time. With departures, however, delays once onboard are typically due to Air Traffic Control, weather, or ground delays, which are known as long taxi-out times. At some of our nation's largest airports, such as New York's John F. Kennedy, taxi-out times on a "normal" day can easily approach 60–90 minutes as dozens of aircraft line up for takeoff but are delayed due to Air Traffic Control. This is the reason why our compensation begins after three hours for ground-delay departures.

Check your Travel Bank funds If you have received an email with a credit from a flight, click here to login to Travel Bank and review your funds.

Send us an email We welcome your feedback on our Customer Bill of Rights.

Bill of Rights definitions

Contract of Carriage

The Contract of Carriage is the legal binding agreement between JetBlue and its Customers. Pursuant to regulation, JetBlue may incorporate the Contract of Carriage through your Itinerary and Boarding Pass.

Controllable Irregularity

A delay, cancellation or diversion that is not caused by a Force Majeure Event (defined below). Examples include: crew unavailability due to JetBlue's scheduling (not due to weather-event related disruption); delay or cancellation due to maintenance; that which is considered reasonably within JetBlue's control.

Departure Delay

A Departure Delay is any delay prior to the aircraft's pushback from the gate. (Customers could be boarded, awaiting pushback. Most often, however, Customers will be in the gate area or in transport to the aircraft if parked at a hardstand.)

Ground Delay

A Ground Delay is a delay where, upon departure from the gate, the aircraft is delayed from taking off; or upon arrival, the aircraft is delayed from arriving at a gate or hardstand/air stairs for safe deplaning. A Ground Delay may occur on arrival or departure. However, in the case of arrival, if your flight lands early (prior to scheduled arrival), we do not begin calculating the delay time until after the scheduled arrival time.

Force Majeure Event

A Force Majeure Event is an event outside the reasonable control of JetBlue. It includes events such as weather conditions; acts of government or airport authorities such as ATC mandated ground delays or ground stops; runway closures; airport construction that interferes with JetBlue's operation and other events that are not reasonably foreseen, predicted, or anticipated by JetBlue. See the Contract of Carriage for the full definition of a Force Majeure Event examples.

Uncontrollable Irregularity

A delay, cancellation or diversion that is caused by a Force Majeure Event. Examples would include things such as weather, a runway closure, ATC delays, airport construction.

Credit

A specified dollar amount valid for one-year from date of issuance. A Credit is non-transferable and must be used (travel booked) within the one year from date of issuance.

Help | Contact us | Legal | Feedback | View full site