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
  • 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 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.

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.

Promise Program

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.

Best fare guarantee

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.

Getaways 360 support

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.

Tools and information

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

Frequently Asked Questions Get answers to your questions.

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.