[Matt_FLL]

Daniel,
I read through your entire complaint and have identified two main concerns:

(1) You were unable to print your boarding pass, and
(2) The supervisor Trish was rude.

Very understandable--especially after a sixteen hour flight.

There are a lot of reasons why a boarding pass cannot be printed at a kiosk. The most common issue is security. It’s possible that someone with a name similar to Daniel Erasmus is on a “no-fly” list, or an algorithm has flagged your reservation. The second most common issue is the integration bridge between airlines if you purchased a codeshare ticket. Regardless, it’s very frustrating, and I don’t blame you for being upset.

Your complaint was very well-written and logical—but also extremely lengthy to the point of degrading your emphasis. Understandably, this incident and past issues have affected you significantly. I am a road warrior and no fan of airline customer relations departments. However, you may notice that JetBlue has the fewest complaints on this website and in my opinion; they do better than most dinosaur airlines. What can JetBlue do to make this right? My suggestion is writing a very short addendum and focus on what they can do to make it right.

First, you should consider asking them to resolve your recurring boarding pass issues. What can happen next time so that you don’t have to wait in line and go through that stress? And secondly, I would expect them to follow up with Ms. O’Connor. Perhaps even find out what she was talking about and why should couldn’t help you immediately. You deserve some answers. Please keep this forum posted with any response from JetBlue.


Matt