JetBlue Airways allows travel agents to void tickets within one (1) business day of ticketing. Outside of one (1) business day, JetBlue will assess a change penalty fee for all voluntary changes for most advance purchase fares (see table below). It is the travel agent's responsibility to properly inform the customers of additional fare collections, restrictions and fees associated with any changes.
|Change/Cancel Fee Amounts - Effective May 17, 2013
|Changes and cancellations made 60 days or more prior to departure date:
||$75 per person fee
|Changes and cancellations made within 60 days of departure date:
||$75 per person fee for fares under $100
||$100 per person fee for fares between $100 - $149
||$150 per person fee for fares $150 or more
IMPORTANT NOTE TO BSP AGENCIES: ON NOVEMBER 1, 2014 BSP TRAVEL AGENTS WILL NO LONGER BE ABLE TO ISSUE VMPD DOCUMENTS IN IATA BSPLINK. For JetBlue this includes the following BSP markets: Bahamas, Bermuda, Cayman Islands, Canada, Colombia, Costa Rica, Dominican Republic, Eastern Caribbean, Haiti, Jamaica, Mexico, Peru' and Turks & Caicos.
Tickets cancelled prior to scheduled departure should remain in OPEN status, and can be used within one year from the date of issuance.
NONREFUNDABLE FARES EXCHANGE WITH RESIDUAL VALUE: When exchanging an OPEN ticket that would result in a residual value, you will need to contact JetBlue's Travel Agency Desk at 1-888-JETBLUE option 3, or 801-449-2023. JetBlue will perform the ticket exchange for you and will open a Travel Bank account for our common customer to store the applicable residual value. A customer contact email address will be required for this. Travel Bank credits can only be redeemed on jetblue.com, or by calling JetBlue at the above telephone numbers.
NONREFUNDABLE FARES EXCHANGE WITH ADD/COLLECT: For ticket exchanges that result in an add-collect, proceed as customary.
We are currently working with Sabre, our GDS host, towards beginning the new EMD-S standard in the latter part of 2015.
For JetBlue nonrefundable fares, changes or cancellations may be made prior to scheduled departure for the applicable change fee per person, plus any difference in airfare. If a nonrefundable reservation is not changed or cancelled prior to scheduled departure, all money associated with the ticket is forfeited. Travel agencies should process their own ticket reissues, as this will allow them to maintain control of the ticket. JetBlue will not be issuing waiver codes for voluntary changes or cancellations and nonrefundable fares should not be submitted for refund via the ARC/BSP settlement process. JetBlue will issue a debit memo in the amount of the fare plus a $50 Service Charge for any refunds given on nonrefundable fares.
For cancellations on nonrefundable fares, the travel agent can cancel the itinerary and leave the ticket in 'OPEN' status for use by the customer at a later date, at which point the appropriate change fee would be applied. Tickets are valid one year from the original date of issuance. A second option would be to exchange the value of the ticket less the change/cancellation fee to an MCO for ARC agencies, or a VMPD/EMD for BSP agencies, that can be used for payment on a new ticket at a later date. (NOTE: BSP agencies are NOT to collect the change/cancellation fee as a DU tax, as this will result in a debit memo.)
For JetBlue refundable fares, a full refund is permitted only if the flights were cancelled from the PNR prior to scheduled departure. Refunds must be processed following industry standard guidelines through ARC or BSP. Flights not cancelled prior to scheduled departure are not eligible for a refund and tickets must remain in OPEN status available for future use. Tickets are valid one year from original ticket issuance date. JetBlue will issue a debit memo in the amount of the fare plus a $50 Service Charge to agencies that do not follow our refundable fare policy. Flight changes on refundable fares that occur prior to scheduled departure are not subject to a change penalty; however any increase in airfare must be collected at the time of the exchange.
For JetBlue Government/Military fares, changes and cancellations for a full refund are permitted. Such changes are subject to availability and any applicable difference in airfare. If the fare is fully refundable, then a refund can be processed following industry standard guidelines. For more information about using government or military fares on JetBlue, please click here.
Residual value in an exchange
In the event that an exchange from a higher priced fare to a lower fare results in a residual value, the difference can be applied toward the applicable change fee. (NOTE: The change fee must be charged when doing an exchange.) Any remaining residual value can be applied to an MCO or VMPD/EMD for future use. If the travel agency is unable to apply remaining residual value to an MCO or VMPD/EMD, then that value is forfeited.
Inadvertent change of ticket status
If you inadvertently change the status of a ticket and need JetBlue to correct it for you, call us at 1-800-JET-BLUE or email TravelAgentSupport@jetblue.com for assistance. We will evaluate the scenario and determine if we can change the status for you.
Exceptions to change and cancellation fee policy
Below are exceptions to the cancellation and change policy:
In the event of death of the ticketed passenger, a refund can be processed for the deceased and any traveling companion(s). The request must be verified with a copy of a death certificate and be submitted within one year of the original ticket date of issue.
In the event there is a death of an immediate family member of a ticketed passenger and the death occurs within one week of the ticketed flights, JetBlue will authorize a credit in the form of an MCO or VMPD/EMD. The cancel fee may be waived and the ticket may be exchanged to an MCO or VMPD/EMD good for one year from the date of issuance. Additionally, if the ticketed passenger wishes to rebook their flights for later dates, the change fee may be waived however any increase in airfare will apply.
In the event there is a death of an immediate family member of a ticketed passenger and the death occurs mid travel, JetBlue will authorize a waiver of all change/cancel fees and any differences in airfare in order to get the customer booked on the earliest available flight back to their origin.
Both the refund and the waiver request require verification of the death certificate by JetBlue prior to any ticket changes being processed by a travel agent. Please email a copy of the death certificate as an attachment to email@example.com and include the information below.
Subject Line: Death Certificate, Ticket Number and JetBlue Record Locator
Body of the email: Customer Name, details of the request (i.e. refund or change fee waiver)
Once verified, JetBlue will send an OSI with a waiver code approving the refund or the change fee waiver. At that time, you may proceed with processing the ticket changes through your GDS.
Immediate family member is defined as:
- Mother, father, spouse, child, brother, sister, grandparent, great grandparent, grandchild or great grandchild.
- The mother, father, brother, sister, grandparent or great grandparent of the Customer's spouse or Customer's registered domestic partner.
- The Customer's step-relatives (as defined by "immediate family member" above), relatives by adoption, legal dependents, custodial relatives, and registered domestic partners and their children.
In the event that a customer is requesting a refund due to them or a family member being seriously ill, JetBlue's policy is that all nonrefundable tickets are nonrefundable. If the customer wishes to cancel their flights, the value of the ticket minus the cancellation fee can be placed in an MCO or VMPD/EMD for use at a later date.
Nonrefundable tickets in the event of military orders
JetBlue will waive change/cancel fees for active members of the military and members of their immediate family traveling on the same itinerary if their travel plans need to be changed or cancelled due to military deployment or transfer. Contact JetBlue at 1-800-JETBLUE (538-2583) for assistance with these PNRs. The military deployment/transfer must be verified by providing a faxed verification to JetBlue (fax number will be given out by a JetBlue representative) and once verification has been received, the credit will be issued by refunding the value of the ticket to an MCO or VMPD/EMD which may be used for travel at a later date.
Involuntary rerouting (Irregular Operations)
In the event of irregular operations JetBlue Airways will do everything possible to re-accommodate our mutual customers on an alternate flight and notify the travel agent. Please contact JetBlue if the flight(s) are not acceptable. Refunds for irregular operations will be subject to the JetBlue irregular operation guidelines (see "IROP/Weather Event" section for full details).
Involuntary rerouting (Schedule Change)
In the event of a schedule change JetBlue Airways will do everything possible to re-accommodate our mutual customers on alternate flights and notify the travel agent. Please contact JetBlue if the flight(s) are not acceptable. Refunds for irregular operations will be subject to the JetBlue irregular operation guidelines (see "Schedule Change" section for full details).