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JetBlue salvaged a really bad day by giving me a little grace

September 1 2021
3 min read
JetBlue salvaged a really bad day by giving me a little grace
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COVID-19 isn’t the only virus circulating right now. This past Friday, I fell victim to one of the numerous viruses that occupy the grimy streets of New York City and it was pretty brutal. Not just because of the pain and swelling in my tonsils, but because I was supposed to leave for a weekend trip to Martha’s Vineyard with my sister and some friends.

I woke up at 5:30 in the morning, about an hour before my scheduled alarm, with killer pain in the back of my throat accompanied by a throbbing ear. I knew immediately I wouldn’t be able to get on my JetBlue flight.

I was ill and extremely frustrated because I had been looking forward to this trip for a while. This would have been my first time flying with JetBlue, so I was excited to try it out. I also knew it would be more of a hassle to recoup my money because I had booked a Blue Basic fare. I would incur a $100 cancellation fee (a policy JetBlue established on June 8). Oh, and I had already paid $35 for a checked bag the night before. I was $236.63 in and unsure of how much I would be able to get back. It was a bad morning, to say the least.

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I tried calling JetBlue and was quoted a 177-minute wait, which I absolutely wasn’t going to do. So I immediately contacted JetBlue on Twitter and told them the situation. I didn’t hear back for a few hours, so I also contacted JetBlue over messaging. I heard back around 10 a.m. from a representative named Jeff on Twitter but didn’t see the notification as I slept for a good part of the day. Around 6 p.m. I was connected with another agent on Twitter, Millie, who charged the $100 cancellation fee but issued the remainder as a JetBlue Travel Bank Credit.

Around the same time, I heard back from an agent over messaging. I told them I had been helped on Twitter but would appreciate it if they could also refund my checked bag fee. Without hesitation, the agent helping me, Amee, refunded the fee to my original form of payment. Then I was connected with another agent on Twitter (Denise), who sent me a message saying they would email me a waiver to submit within 14 days that would reimburse the cancellation fee due to my illness. I received the waiver form almost immediately, which was reassuring.

(Screenshot courtesy of JetBlue)

I’ve since submitted the form and could wait up to 10 days to receive the money as another JetBlue Travel Bank Credit. But the wait doesn’t matter to me. What matters is that JetBlue recognized I was sick, issued my credits without hesitation and even sent me well wishes that I would heal quickly (thanks, Denise!).

As a new customer, it meant a lot to me and meant even more as I suffered through tonsillitis and serious FOMO. We all could use a little grace in times like these, and JetBlue didn’t hesitate to offer me some.

Featured photo by (Photo by Zach Honig/The Points Guy)
Editorial disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airline or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

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6X6x points at hotels participating in the Marriott Bonvoy® program.
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  • Intro Offer
    Limited Time Offer: Earn 100,000 Bonus Marriott Bonvoy Points after spending $4,000 in purchases on your new Card in your first 3 months of Card Membership. Offer expires 11/2/22.

    Limited Time Offer: Earn 100,000 points
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    Credit ranges are a variation of FICO© Score 8, one of many types of credit scores lenders may use when considering your credit card application.

    670-850
    Excellent/Good

Why We Chose It

The Marriott Bonvoy Business Amex is a stacked card with a rewards rate that will help you earn bonus points on everyday and business-related purchases. You'll earn 15 elite night credits each calendar year, and receive automatic Gold elite status. Finally, the free night award certificate with a redemption level of 35,000 points or less can get you hundreds of dollars in potential value each year.

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  • Must spend $60,000 in a year for second free-night award
  • Limited Time Offer: Earn 100,000 Bonus Marriott Bonvoy Points after spending $4,000 in purchases on your new Card in your first 3 months of Card Membership. Offer expires 11/2/22.
  • 6x points at hotels participating in the Marriott Bonvoy® program.
  • 4x points for purchases made at restaurants worldwide, at U.S. gas stations, on wireless telephone services purchased directly from U.S. service providers and on U.S. purchases for shipping.
  • 2x points on all other eligible purchases.
  • Receive a 7% discount off standard rates for reservations of standard guest rooms at hotels that participate in the Marriott Bonvoy program when you book directly. Terms and Conditions Apply.
  • Receive 1 Free Night Award every year after your Card renewal month. Plus, earn an additional Free Night Award after you spend $60K in purchases on your Card in a calendar year. Awards can be used for one night (redemption level at or under 35,000 Marriott Bonvoy® points) at hotels participating in Marriott Bonvoy®. Certain hotels have resort fees.
  • Enjoy Complimentary Marriott Bonvoy Gold Elite Status with your Card.
  • Terms apply.
  • See Rates & Fees