Phx to JFK cancelled, left stranded, no help, copy of complaint 6/16/11
 

On June 9 our flight was first delayed and then cancelled from Phoenix to New York on the 11:30 pm flight due to a temporary weather change on the east coast. when it was just late, the ticket agent told us to checkin our luggage and just return around 3 am, so we did. We received a call about midnight telling us the flight was cancelled, and that we were on our own to find any flight to New York, and that the next day's flight out was cancelled. At no time did they offer to help us find a different airline or flight connect, not transfer our flight to another airine or pending Jet Blue flight. We did subsequently book a flight the next morninng on Southwest airlines for a cost of over $500 per passenger, which was more than twice the cost we would have paid with any other airline given ample time to make a reservation. It was my first time dealing with an airine that would not schedule or move us to another airline or future scheduled flight. The desk personnel in Phoenix were quite rude and noted we needed to pick up our luggage immediately or they would be closed, and we wouldn't be able to forward it to our newly booked flight. This hassle caused us to make 3 trips to the airport in 12 hours and pay an extra $1,500 for flights on a different airline. We never got confirmation of the return of our money for the flights, nor reimbursement for the difference in costs in having to pay much more for changing flights to a different airline. At no time were the attendants at the airport terminal helpful. I called on Sunday to speak to a customer service representative, Jenna, who was very supportive, but needed to put things through her supervisor. A supervisor, who didn't give her name, came on the phone and started saying things I never told or said to her nor Jenna. Then I noted the phone call was being recorded and I had never said what she was repeating over and over into the phone. At that point she became confrontational and said she refused to look up any records or recorded phone calls, and that any complaint needed bto be in writing through this format.
We are only hoping that we can still return home on our flight tomorrow. In the phone call, we started by confirming we would still be returning to our home tomorrow. I don't have the money to pay another $1,500 for phantom flights to get us to our home, not to mention any further hotel costs we would incur if we don't get home on our flight. I have never heard of any airlines acting with this poor behavior and customer service. I have already started an internet blog on this issue, and am considering contacting local television stations in New York and Phoenix.

Unfortunately, when you fly airlines like Jetblue, who have no ticketing agreement with other airlines, they will only refund your ticket when they cancel a flight and they have no other flights. Same with Southwest. You're really better off with Frontier who doesn't have many flights, but is the only truly low cost airline that has agreements with most other airlines, I believe.

Atually JetBlue and American Airlines have an agreement in place. American Airlines may not have had any seats at the time. As for the
CXL of the flight if it is/was weather related, JetBlue is not going to just
re-route you onto an American Airlines flight. They would 1st re-book you onto one of their flights. Too rebook a B6 passenger onto American Airlines
costs quiet a dollars. and Vice verse.

It is a limited agreement, however, and would not have been an option for this flight from Phoenix to JFK.