Customer Bill of Rights
Bill of Rights information

JetBlue Customer Bill of Rights


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.


Information | Cancellations | Departure Delays | Other Delays | Overbookings | Onboard Ground Delays | In-Flight Entertainment

INFORMATION

JetBlue will notify customers of the following:

  • Delays prior to scheduled departure
  • Cancellations and their cause
  • Diversions and their cause



CANCELLATIONS

All customers whose flight is cancelled by JetBlue will, at the customer’s option, receive a full refund or 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 provide the customer with a $100 Voucher good for future travel on JetBlue.



DEPARTURE DELAYS

  1. Customers whose flight is delayed for 1-1:59 hours after scheduled departure time due to a Controllable Irregularity are entitled to a $25 Voucher good for future travel on JetBlue.
  2. Customers whose flight is delayed for 2-3:59 hours after scheduled departure time due to a Controllable Irregularity are entitled to a $50 Voucher good for future travel on JetBlue.
  3. Customers whose flight is delayed for 4-5:59 hours after scheduled departure time due to a Controllable Irregularity are entitled to a Voucher good for future travel on JetBlue in the amount paid by the customer for the oneway trip.
  4. Customers whose flight is delayed for 6 or more hours after scheduled departure time due to a Controllable Irregularity are entitled to a Voucher good for future travel on JetBlue in the amount paid by the customer for the roundtrip (or the oneway trip, doubled).


DELAYS (DEPARTURE DELAYS AND ONBOARD GROUND DELAYS ON DEPARTURE)

For customers whose flight is delayed 3 hours or more after scheduled departure, JetBlue will provide free movies on flights that are 2 hours or longer.


OVERBOOKINGS   (As defined in JetBlue’s Contract of Carriage)

Customers who are involuntarily denied boarding shall receive $1,000.


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. For customers who experience an Onboard Ground Delay for more than 5 hours, JetBlue will take necessary action so that customers may deplane.

Arrivals:
  1. Customers who experience an Onboard Ground Delay on Arrival for 1-1:59 hours after scheduled arrival time are entitled to a $50 Voucher good for future travel on JetBlue.
  2. Customers who experience an Onboard Ground Delay on Arrival for 2 or more hours after scheduled arrival time are entitled to a Voucher good for future travel on JetBlue in the amount paid by the customer for the roundtrip (or the oneway trip, doubled).
Departures:
  1. Customers who experience an Onboard Ground Delay on Departure for 3-3:59 hours after scheduled departure time are entitled to a $50 Voucher good for future travel on JetBlue.
  2. Customers who experience an Onboard Ground Delay on Departure for 4 or more hours after scheduled departure time are entitled to a Voucher good for future travel on JetBlue in the amount paid by the customer for the roundtrip (or the oneway trip, doubled).



IN-FLIGHT 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., or if we cannot offer free movies on flights outside of the Continental U.S. that are 2 hours or longer, customers are entitled to a $15 Voucher good for future travel on JetBlue.

Last updated: October 15, 2007

*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.
**Available only on flights in the Continental U.S.

This document is representative of what is reflected in JetBlue's Contract of Carriage, the legally binding document between JetBlue and its customers.
 
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Bill of Rights Definitions
Click on a item below for a full definition

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