Customer Service Plan

We are committed to delivering your checked baggage to your final destination on time. In the event your checked bag does not arrive at your destination airport on your scheduled flight, we will take the following actions:

• Delivery: We will ensure your bag is delivered to your location as quickly as possible at no cost to you.
• Reimbursement: We will reimburse reasonable out-of-pocket expenses incurred due to the delay, in accordance with our reimbursement policy.
• Fee Refund: We will automatically refund any fees paid for checking the delayed bag if the bag is not delivered to you within 12 hours of arrival for domestic flights and 15 hours for international flights.

JetBlue is committed to ensuring the comfort and safety of all customers, including families traveling with young children. We guarantee seating children under 13 with a parent or accompanying adult at no additional cost, even on Main Base fares, if the following conditions are met:

1. All customers are on the same reservation, and adjacent seats are available in the same class of service/cabin at the time of booking.
2. You select seats for the entire reservation or skip seat selection for the entire  reservation.
3. You’ve made no changes to seat assignments after they have been assigned.
4. The aircraft’s seating arrangement allows for adjacent seats, depending on the number of children in your reservation.
5. There is no change from the originally planned aircraft to an aircraft with a different seat configuration.

If these conditions are not fully met, JetBlue will make every effort to seat children next to an accompanying adult.

In the event the above conditions are met, and family seating is unable to be accommodated in adjacent seats, the customer is given the following options as part of our guarantee:

1. Travel on the original flight without adjacent seats.
2. Be rebooked to the next available flight, including co-located and connecting cities, with adjacent seats at no additional cost regardless of fare option.
3. To cancel travel at no additional cost, regardless of the fare option, and be issued a full refund to the original form of payment.

Cancel, Refund and Rebooking

If your flight is disrupted due to any of the following reasons, we’ll automatically keep you on your existing flight (if delayed) or rebook you on a new JetBlue flight (if canceled).

• Your flight is cancelled.
• Your departure is moved earlier by 3+ hours (domestic) or 6+ hours (international).
• Your arrival is delayed by 3+ hours (domestic) or 6+ hours (international).
• Your flight is changed to a different departure or arrival airport.
• Additional connections are added to your itinerary.
• Your reservation is moved from our Mint experience to Main experience.
• If you have a disability and your connection city changes.
• If you have a disability and an aircraft change affects required accessibility features.
• A schedule change results in a misconnect or does not meet minimum connect times.

If the updated itinerary works for you, there’s nothing you need to do.

If it doesn’t, you have options—just be sure to act before your scheduled departure:

• Rebook to an alternate JetBlue flight within five days at no additional cost, or
• Cancel your flight and receive a full refund to your original form of payment, including prepaid bags and seat assignments.

If your flight is cancelled and we can’t provide an alternate JetBlue flight, you can choose a new flight or a full refund to your original form of payment for any unused portion of your ticket. If no action is taken within seven (7) days of the cancelled flight, you will automatically be issued a refund for the entire itinerary, including the return flight, if applicable.

Compensation

When a disruption is within JetBlue’s control, eligible customers will receive compensation in the form of JetBlue TrueBlue points. This compensation applies to all flights except those to/from Canada and flights departing from Europe.

To receive points, customers must have a TrueBlue account in their name attached to their reservation prior to the disruption, either the flight being cancelled or the arrival of the delayed flight to the destination airport.

If you have booked through a third-party travel agent, please make sure that your TrueBlue number is associated with your reservation. This is how we will issue compensation and contact you regarding your reservation.

If your flight qualifies for compensation, you will receive a notification from JetBlue within 24 hours of your flight's scheduled departure. This will happen automatically and there is no need to contact JetBlue. If you’re a Mosaic member, you may be entitled to additional points.

Travel to/from Canada and the United States

If you were traveling on a confirmed reservation to/from Canada on a JetBlue-operated flight and you are denied boarding, your flight is canceled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your rights, please review JetBlue’s Canada Customer Rights page. Please submit this claim form if you believe you're eligible. Learn more about Canada Customer Rights.

Travel from Europe to the United States

If you were traveling on a confirmed reservation from the European Union (EU), or the U.K. on a JetBlue-operated flight, and the flight was delayed or canceled, or you were denied boarding, you may be entitled to benefits or recovery under EC 261, UK 261 in lieu of benefits or compensation provided under this Plan. Customers denied boarding on the basis of health, safety, security or other reasons provided in Sections 24.F and 27.D of the JetBlue Contract of Carriage may not be eligible for these rights. Please submit this claim form if you believe you're eligible.

Hotel Accommodation

If your JetBlue flight is canceled or disrupted due to a controllable irregularity, causing an arrival delay of 3 or more hours, and you are away from your home or origin city overnight, we will provide hotel accommodations at a contracted facility, based on availability. Most contracted hotels will include complimentary ground transportation.

If no contracted hotel is available, or if ground transportation is not provided, JetBlue will reimburse reasonable overnight hotel expenses and/or ground transportation with valid receipts. Reimbursement requests must include detailed receipts and be submitted within 10 days of the expense.

Customers eligible for a complimentary hotel stay will be notified via email at the time of the disruption and given the option to reserve their hotel. Hotels will not be provided or reimbursed for events that are not deemed a controllable irregularity or for customers who live locally.

Meals

If your JetBlue flight is canceled or disrupted due to a controllable irregularity causing an arrival delay of three hours or more, we will provide each ticketed customer with a reasonable meal in the form of a digital voucher. Options may vary based on availability.

Please note that customers who are unable to redeem a digital voucher, such as those without a U.S. issued credit card or bank card, may follow a reimbursement process. Instructions for submitting reimbursement requests will be provided at the time of disruption.

We also ask for your understanding as there may be times when meals are simply not available due to circumstances beyond our control (e.g., concessions at the airport are closed or have limited selections). In such cases, JetBlue will make every effort to provide appropriate meals and beverages, such as ordering food or supplying water for the delayed flight.

If your travel was booked seven days or more prior to the scheduled departure date, you have 24 hours from the time the booking was made to cancel your reservation without penalty and will receive a full refund to your original form of payment. The entire booking must be canceled to qualify (not applicable to JetBlue Vacations reservations).