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Above All Else

JetBlue Airways Customer Bill of Rights
JetBlue Airways is dedicated to inspiring humanity. We strive to make every part of your experience as simple and as pleasant as possible. But we know there can be 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
  • Receive re-accommodation on the next available JetBlue flight at no additional charge or fare.

If JetBlue cancels a flight due to a Controllable Irregularity and alternate transportation with a scheduled departure within one hour is unavailable, Customers are entitled to compensation good for future travel on JetBlue:

Cancellation:

Compensation amount

Within 4 hours of flight:
$50 Credit
After scheduled departure:
$100 credit

Cancellation:

Delays

Departure Delays

Customers whose flight is delayed due to a Controllable Irregularity are entitled to compensation good for future travel on JetBlue:
 

Delay time:

Compensation amount

3-3:59 hours:
$75 Credit
4-4:59 hours:
$100 Credit
5-5:59 hours:
$150 Credit
6 or more hours:
$250 Credit

Delay time:

Onboard ground delay on departure

Customers who experience an Onboard Ground Delay, except those necessitated by a security event, are entitled to compensation good for future travel on JetBlue:

Delay time:

Compensation amount

3-4:59 hours:
$100 Credit
5-5:59 hours:
$175 Credit
6 or more hours:
$250 Credit

Delay time:

Customers who experience an Onboard Ground Delay on arrival, except those necessitated by a security event, are entitled to compensation good for future travel on JetBlue:

Delay time:

Compensation amount

1-1:59 hours:
$50 Credit
2-2:59 hours:
$125 Credit
3 or more hours:
$200 Credit

Delay time:

Accommodation during onboard ground delays

JetBlue will provide customers experiencing an onboard ground delay with 36 or more channels of DIRECTV®*, food and drink, access to clean restrooms and, as necessary, medical treatment. JetBlue will begin to return to the gate or other disembarkation point no later than three hours for domestic flights and four hours for international flights 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.

Thales InFlyt Experience™

JetBlue offers 36 or more channels of DIRECTV®* service on its flights in the Continental U.S. If our Thales InFlyt Experience™ 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 $1,350. *DIRECTV service is not available on flights outside the continental United States, however, where applicable, movies from JetBlue Features are offered complimentary on these routes. 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.

This document is representative of what is reflected in JetBlue's Contract of Carriage, the legally binding document between JetBlue and its customers.

The JetBlue Promise

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/Vacations 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.
  • Download Program Terms & Letter (PDF)link opens in a new window operated by
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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 customers 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, JetBlue 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.

JetBlue Vacations 360 support

When you travel with JetBlue Vacations, 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 Support¹ to ensure you'll enjoy peace of mind on every vacation you book.

  1. Good for JetBlue Vacations packages with travel beginning as of 9/20/12.

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