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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.

Pre-travel

Rebookings

Change Fees:

  • Customers who experience a Controllable Event will always have the JetBlue $150 per person change fee waived by JetBlue Getaways.
  • In an Uncontrollable Event, compensation policy is consistent with JetBlue Airways’ Travel Alerts, located at the top of jetblue.com or jetblue.com/getaways.
  • When rebooking is the Customer's Choice, customer must pay the JetBlue $150 per person change fee and any applicable change fees charged by the hotel and other travel suppliers. There may also be an increase in the package price.

If airfare price goes up:

  • In a Controllable Event, if airfare price goes up at rebooking, JetBlue Getaways will rebook the airfare to the same destination for dates set by the airline at no additional fee. Travel must be rebooked within the preset timeframe.
  • In an Uncontrollable Event, compensation policy is consistent with JetBlue Airways’ Travel Alerts, located at the top of jetblue.com or jetblue.com/getaways.
  • When rebooking is the Customer's Choice, customer will be responsible for any increase in airfare, which must be paid at time of rebooking.

If hotel and/or car price goes up:

  • In a Controllable Event, if the price of hotel and/or car goes up, JetBlue Getaways will waive any additional hotel/car penalties and/or increases in price for the same destination. Travel must be rebooked within the preset timeframe.
  • In an Uncontrollable Event, JetBlue Getaways will contact the hotel property and/or car partner to determine and apply their policy given the uncontrollable event.
  • When rebooking is the Customer's Choice, customer will be responsible for any applicable change fees charged by the hotel and other travel suppliers, and any increase in the package price or other package components, which must be paid at time of rebooking.

Cancellations

Getaways Credit:

  • Customers who experience a Controllable Event are entitled to a full Getaways Credit, good for one year towards future Getaways bookings, plus possible bonus compensation.
  • Customers who experience an Uncontrollable Event are entitled to a full Getaways Credit, good for one year towards future Getaways bookings, less any hotel-imposed fees/penalties and less any nonrefundable Activities.
  • Customers who cancel per Customer's Choice are entitled to a full Getaways Credit if the cancellation request meets the JetBlue Getaways policy (must cancel prior to scheduled departure) and individual hotel cancellation policy, less any hotel imposed fees/penalties and less any nonrefundable Activities. Please call 1-800-JETBLUE, option 3 to ask a JetBlue crewmember about the cancellation policy of the hotel for your Getaways package. (Do not call the hotel directly, as the change or cancellation policies and/or fees may be specific to the Getaways package.)

Cancellation Fees:

  • Customers who experience a Controllable Event will have the JetBlue $150 per person cancellation fee waived.
  • In an Uncontrollable Event, compensation policy is consistent with JetBlue Airways’ Travel Alerts, located at the top of jetblue.com or jetblue.com/getaways. JetBlue Getaways will contact hotel to determine and apply their policy.
  • When cancellation is the Customer's Choice, customer must pay the JetBlue $150 per person cancellation fee and any applicable cancellation fees or penalties charged by the hotel or other travel suppliers.

In-destination

Customer must involuntarily extend vacation:

  • In the event a customer must involuntarily extend their vacation due to a Controllable Event, JetBlue Getaways will book and pay for the additional nights at the same hotel if available, or another hotel if the original is not available. JetBlue Getaways will make the reservation for additional days of the car rental at no additional charge.
  • In the event a customer must involuntarily extend their vacation due to an Uncontrollable Event, the customer must book and pay for hotel and car rental for the additional night(s) needed at the hotel and/or additional days needed for the car rental. JetBlue will provide a Getaways Credit for the additional nights and car rental days booked, in the amount of the average room cost per night of the original booking, and the average daily rate for the car rental of the original booking.

Customer must involuntarily shorten vacation:

  • In the event a customer must involuntarily shorten their vacation due to a Controllable Event, the customer is entitled to a full Getaways Credit for unused (including nonrefundable) night(s), car rental(s) and Activities, plus possible bonus compensation.
  • In the event a customer must involuntarily shorten their vacation due to an Uncontrollable Event, the customer is entitled to a full Getaways Credit for unused (including nonrefundable) night(s), car rental(s) and Activities.

360 Support definitions

Force Majeure Event

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.

Uncontrollable Event

A delay, cancellation or diversion of 3+ hours that is caused by a Force Majeure Event. Examples include weather, a runway closure, ATC delays, airport construction.

Controllable Event

A delay, cancellation or diversion of 3+ hours that is not caused by a Force Majeure Event. Examples include: schedule changes, 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.

Customer's Choice

Flight is not cancelled nor delayed 3+ hours (business as usual).

Activities

Includes any component added to a reservation other than flight, hotel and car rental, such as amusement parks, tours, show tickets, etc.