{"id":"jetblue","page":"https://escalate.alexgaoth.com/#/c/jetblue","html":"https://escalate.alexgaoth.com/c/jetblue/","generated":"2026-10-15","company":{"id":"jetblue","name":"JetBlue Airways","aliases":["jetblue airways","jet blue","jetblue.com"],"sector":"airline","parent":"JetBlue Airways Corporation","website":"https://www.jetblue.com","account_url":"https://www.jetblue.com/manage-trips","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Contact chat","value":"https://www.jetblue.com/contact-us/chat","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"},{"id":"baggage-claim-form","type":"portal","label":"Online bag claim for delayed or damaged bags (NetTracer)","value":"https://app.nettracer.aero/pax/jetblue/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"File within four hours of landing. Upload receipts for replaced items through the same customer portal.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"},{"id":"baggage-phone","type":"phone","label":"Central Baggage Services","value":"+1-866-538-5438","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Call this number to report damage found after the bag was delivered, within four hours of delivery.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"},{"id":"disability-phone","type":"phone","label":"Accessibility concerns line (1-855-ADA-LINE); ask for a Complaints Resolution Official","value":"+1-855-232-5463","purposes":["accessibility"],"source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund JetBlue owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Cancel the affected flight before departure to get a refund to the original form of payment, including seat and bag fees.","evidence":["confirmation code","original and rebooked itinerary","cancellation notice","TrueBlue number"],"steps":[{"do":"If the automatic rebooking does not work, either rebook within 5 days at no cost or cancel the flight in Manage Trips for a refund to the original form of payment."},{"do":"Cancel online or contact JetBlue before the flight departs; otherwise use chat.","channel":"chat"},{"do":"For a controllable cancellation, ask for the $12 meal voucher (3+ hour arrival delay) and a hotel if stranded overnight."},{"do":"If the refund does not arrive, complain in writing, then file with the U.S. DOT and dispute the charge with the card issuer.","channel":"customer-care-form"}],"facts":[{"kind":"policy","claim":"After a JetBlue cancellation you can \"Cancel and refund to the original form of payment, including ancillary fees (seats, pets, bags, etc.)\", but \"the customer must cancel online or contact us prior to flight departure.\"","issues":["flight_cancellation","ancillary_fee_refund"],"source":"https://www.jetblue.com/help/delays-and-cancellations","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Customer Service Plan says that if no action is taken within seven (7) days of the cancelled flight, the entire itinerary is refunded automatically.","issues":["flight_cancellation"],"source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"},{"kind":"deadline","claim":"JetBlue's refunds page lists 7-10 business days for credit card refunds and extras (seats, pets, bags) to the original payment method. The Contract of Carriage says cash or check refunds are made within twenty (20) days of receipt of all necessary information.","issues":["flight_cancellation","refund_request"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Customer Bill of Rights gives TrueBlue members 5,000 TrueBlue points for a controllable cancellation less than 4 hours before scheduled departure. A TrueBlue account must be attached to the reservation before the disruption; non-members get no points.","issues":["flight_cancellation"],"source":"https://www.jetblue.com/customer-assurance/customer-bill-of-rights","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"For a controllable delay of 3+ hours, JetBlue owes a $12 meal voucher, a hotel if overnight, and 5,000 TrueBlue points to members.","evidence":["confirmation code","scheduled and actual times","cause given by JetBlue","hotel and transport receipts"],"steps":[{"do":"Check the email on the reservation for the digital meal voucher."},{"do":"If stranded overnight and no contracted hotel is offered, book a reasonable hotel and submit receipts within 10 days.","channel":"customer-care-form"},{"do":"If the delay is 3+ hours domestic (6+ international) and you no longer want to fly, cancel before departure for a refund.","channel":"chat"}],"facts":[{"kind":"compensation","claim":"For controllable arrival delays of three hours or more, JetBlue gives each ticketed customer a $12 digital meal voucher and, if away from home overnight, a hotel at a contracted facility based on availability.","issues":["flight_delay","flight_cancellation"],"source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If no contracted hotel is available or ground transportation is not provided, JetBlue reimburses reasonable hotel and ground transportation costs with valid receipts; requests must be submitted within 10 days of the expense.","issues":["flight_delay","flight_cancellation"],"source":"https://www.jetblue.com/customer-assurance/customer-bill-of-rights","last_verified":"2026-10-12"},{"kind":"compensation","claim":"A controllable delay of more than 3 hours past the scheduled departure earns 5,000 TrueBlue points for TrueBlue members, issued automatically. \"Most ATC delays are not eligible for compensation.\"","issues":["flight_delay"],"source":"https://www.jetblue.com/help/delays-and-cancellations","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"File the online bag claim within four hours of landing and upload receipts for essentials.","evidence":["bag tag","claim number","original receipts for replaced items"],"steps":[{"do":"File the delayed bag claim online within four hours of landing, or at the airport baggage office.","channel":"baggage-claim-form"},{"do":"Keep all original receipts for items you buy and upload them to the claim.","channel":"baggage-claim-form"},{"do":"Send confirming written notice within 21 days of the event.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section on Notice of Claims says initial notice of loss, damage or delay of baggage must be given within four (4) hours after arrival of the flight, and confirming written notice must be given not more than twenty-one (21) days after the event.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bag fees are refunded automatically if the bag is not delivered within 12 hours of arrival for domestic flights (15 hours for international).","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Keep the claim open, send written notice within 21 days, and check the $4,700 liability limit before accepting an offer.","evidence":["bag tag","claim number","contents list with values","receipts"],"steps":[{"do":"Make sure the claim was filed within four hours of landing.","channel":"baggage-claim-form"},{"do":"Send confirming written notice with the contents and values within 21 days.","channel":"customer-care-form"},{"do":"Ask for the bag fee back if it was not refunded automatically."}],"facts":[{"kind":"limit","claim":"The Contract of Carriage limits JetBlue's liability for loss, damage or delay of baggage to $4,700 per passenger unless excess coverage was bought (maximum $5,000) or the item is a wheelchair, mobility aid or assistive device.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage within four hours of landing online, or within four hours of delivery by phone if the damage is found after delivery.","evidence":["photos of the damage","bag tag","claim number","repair estimate"],"steps":[{"do":"File the damage claim online within four hours of landing.","channel":"baggage-claim-form"},{"do":"If you find damage after the bag was delivered to you, call Central Baggage Services within four hours of delivery.","channel":"baggage-phone"}],"facts":[{"kind":"deadline","claim":"JetBlue's bag claims page says to file delayed or damaged bags \"using the online claim form within four hours of landing\", and to report damage found after delivery \"within four hours of delivery\".","issues":["damaged_baggage","delayed_baggage"],"source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"If bumped involuntarily, JetBlue's Customer Bill of Rights pays up to $2,150.","evidence":["boarding pass","written denied-boarding notice"],"steps":[{"do":"Ask the gate agent for the written statement of denied boarding compensation."},{"do":"If not paid, complain in writing, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"The Customer Bill of Rights says \"customers who are involuntarily denied boarding shall receive up to $2,150\", for JetBlue-operated flights only.","issues":["denied_boarding"],"source":"https://www.jetblue.com/customer-assurance/customer-bill-of-rights","last_verified":"2026-10-12"}]},{"issue":"ancillary_fee_refund","summary":"Seats, bags and other extras go back to the original form of payment; bag fees for a late bag are refunded automatically.","evidence":["receipt for the fee","confirmation code","bag claim number for a late bag"],"steps":[{"do":"When you cancel an impacted flight, check that seats, pets and bags are refunded to the original payment method.","channel":"chat"},{"do":"If a bag fee was not refunded after a bag was more than 12 hours late (domestic), ask through chat or the Contact Us page.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"JetBlue's refunds page lists 7-10 business days for refunds of extras (seats, pets, bags) to the original payment method.","issues":["ancillary_fee_refund"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"}]},{"issue":"accessibility","summary":"Call the accessibility line and ask for a Complaints Resolution Official.","evidence":["assistance request confirmation","dates","names","photos of damage"],"steps":[{"do":"Call 1-855-ADA-LINE and ask for a CRO.","channel":"disability-phone"},{"do":"Follow up in writing through Contact Us, then file with the U.S. DOT.","channel":"customer-care-form"}]},{"issue":"travel_credit","summary":"Travel credit is valid 12 months from the original ticketing date and cannot be moved back to a card; ask for a cash refund if JetBlue caused the cancellation.","evidence":["travel credit details","original ticket","cancellation notice"],"steps":[{"do":"If the credit came from a JetBlue cancellation or significant delay, ask for a refund to the original form of payment instead.","channel":"chat"}],"facts":[{"kind":"deadline","claim":"Travel credit is \"valid for 12 months from original ticketing date\", and once a refund goes to travel credit it cannot be moved back to the original payment method.","issues":["travel_credit"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"}]}],"known_blockers":["The Contact Us and Share a Concern pages are rendered by script; the complaint form fields did not load for this research.","Customer Bill of Rights points require a TrueBlue account attached to the reservation before the disruption."],"notes":"Contract of Carriage PDF is marked \"2026-07-29 Revision: 103\". JetBlue's delays page says Customer Bill of Rights compensation is issued as TrueBlue points instead of travel credit starting in early 2026.","official_domains":["jetblue.com"],"security":{"known_scams":[{"kind":"policy","claim":"JetBlue warns that fraudsters post fake JetBlue phone numbers online and get callers to give personal and financial information. It advises being wary of any phone numbers other than the ones JetBlue lists, and says the fraudsters may call back repeatedly if you hang up.","source":"https://www.jetblue.com/safety/fraud-prevention","last_verified":"2026-10-12"}]}},"playbooks":{"flight_cancellation":{"company":{"id":"jetblue","name":"JetBlue Airways","sector":"airline","website":"https://www.jetblue.com","account_url":"https://www.jetblue.com/manage-trips"},"issue":{"id":"flight_cancellation","name":"Flight cancelled or significantly changed"},"playbook_source":"company","summary":"Cancel the affected flight before departure to get a refund to the original form of payment, including seat and bag fees.","evidence":["confirmation code","original and rebooked itinerary","cancellation notice","TrueBlue number"],"steps":[{"do":"If the automatic rebooking does not work, either rebook within 5 days at no cost or cancel the flight in Manage Trips for a refund to the original form of payment."},{"do":"Cancel online or contact JetBlue before the flight departs; otherwise use chat.","channel":{"id":"chat","type":"chat","label":"Contact chat","value":"https://www.jetblue.com/contact-us/chat","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"}},{"do":"For a controllable cancellation, ask for the $12 meal voucher (3+ hour arrival delay) and a hotel if stranded overnight."},{"do":"If the refund does not arrive, complain in writing, then file with the U.S. DOT and dispute the charge with the card issuer.","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Contact chat","value":"https://www.jetblue.com/contact-us/chat","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"After a JetBlue cancellation you can \"Cancel and refund to the original form of payment, including ancillary fees (seats, pets, bags, etc.)\", but \"the customer must cancel online or contact us prior to flight departure.\"","issues":["flight_cancellation","ancillary_fee_refund"],"source":"https://www.jetblue.com/help/delays-and-cancellations","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Customer Service Plan says that if no action is taken within seven (7) days of the cancelled flight, the entire itinerary is refunded automatically.","issues":["flight_cancellation"],"source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"},{"kind":"deadline","claim":"JetBlue's refunds page lists 7-10 business days for credit card refunds and extras (seats, pets, bags) to the original payment method. The Contract of Carriage says cash or check refunds are made within twenty (20) days of receipt of all necessary information.","issues":["flight_cancellation","refund_request"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Customer Bill of Rights gives TrueBlue members 5,000 TrueBlue points for a controllable cancellation less than 4 hours before scheduled departure. A TrueBlue account must be attached to the reservation before the disruption; non-members get no points.","issues":["flight_cancellation"],"source":"https://www.jetblue.com/customer-assurance/customer-bill-of-rights","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A \"cancelled flight\" is a covered flight that was published in the carrier's Computer Reservation System at the time of the ticket sale but not operated by the carrier.","issues":["flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until July 7, 2027, DOT will not enforce the cancellation refund and notice requirements when a flight is only given a different flight number, the passenger is rebooked on the renumbered flight, and that flight operates without a significant change or delay. If a renumbered flight is significantly changed or delayed, the refund requirements remain fully enforceable.","issues":["flight_cancellation"],"source":"https://www.federalregister.gov/documents/2026/07/07/2026-13675/airline-refunds-and-other-consumer-protections","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund JetBlue owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Contact Us and Share a Concern pages are rendered by script; the complaint form fields did not load for this research.","Customer Bill of Rights points require a TrueBlue account attached to the reservation before the disruption."],"security":{"official_domains":["jetblue.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"JetBlue warns that fraudsters post fake JetBlue phone numbers online and get callers to give personal and financial information. It advises being wary of any phone numbers other than the ones JetBlue lists, and says the fraudsters may call back repeatedly if you hang up.","source":"https://www.jetblue.com/safety/fraud-prevention","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF is marked \"2026-07-29 Revision: 103\". JetBlue's delays page says Customer Bill of Rights compensation is issued as TrueBlue points instead of travel credit starting in early 2026.","warnings":[]},"flight_delay":{"company":{"id":"jetblue","name":"JetBlue Airways","sector":"airline","website":"https://www.jetblue.com","account_url":"https://www.jetblue.com/manage-trips"},"issue":{"id":"flight_delay","name":"Long delay"},"playbook_source":"company","summary":"For a controllable delay of 3+ hours, JetBlue owes a $12 meal voucher, a hotel if overnight, and 5,000 TrueBlue points to members.","evidence":["confirmation code","scheduled and actual times","cause given by JetBlue","hotel and transport receipts"],"steps":[{"do":"Check the email on the reservation for the digital meal voucher."},{"do":"If stranded overnight and no contracted hotel is offered, book a reasonable hotel and submit receipts within 10 days.","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}},{"do":"If the delay is 3+ hours domestic (6+ international) and you no longer want to fly, cancel before departure for a refund.","channel":{"id":"chat","type":"chat","label":"Contact chat","value":"https://www.jetblue.com/contact-us/chat","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Contact chat","value":"https://www.jetblue.com/contact-us/chat","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"For controllable arrival delays of three hours or more, JetBlue gives each ticketed customer a $12 digital meal voucher and, if away from home overnight, a hotel at a contracted facility based on availability.","issues":["flight_delay","flight_cancellation"],"source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If no contracted hotel is available or ground transportation is not provided, JetBlue reimburses reasonable hotel and ground transportation costs with valid receipts; requests must be submitted within 10 days of the expense.","issues":["flight_delay","flight_cancellation"],"source":"https://www.jetblue.com/customer-assurance/customer-bill-of-rights","last_verified":"2026-10-12"},{"kind":"compensation","claim":"A controllable delay of more than 3 hours past the scheduled departure earns 5,000 TrueBlue points for TrueBlue members, issued automatically. \"Most ATC delays are not eligible for compensation.\"","issues":["flight_delay"],"source":"https://www.jetblue.com/help/delays-and-cancellations","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"}]},{"id":"dot-tarmac-delay","title":"DOT tarmac delay limits","citation":"14 CFR 259.4 (86 FR 23270, May 3, 2021)","jurisdiction":"us-federal","status":"in_effect","summary":"At a U.S. airport, passengers stuck on a plane on the ground must be given the chance to get off before the tarmac delay exceeds three hours (domestic flights) or four hours (international flights), unless a safety, security or air traffic control exception applies. Food and water are due within two hours, and working lavatories and medical attention must be available.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"For domestic flights, each covered U.S. carrier must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds three hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"limit","claim":"For international flights, each covered carrier (U.S. or foreign) must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds four hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The limits do not apply if a departing flight begins returning to a suitable disembarkation point within the time limit, if the pilot-in-command determines that deplaning would jeopardize passenger safety or security, or if air traffic control advises that returning to deplane would significantly disrupt airport operations.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"deadline","claim":"During a tarmac delay, the carrier must provide adequate food and potable water no later than two hours after the start of the tarmac delay, unless the pilot-in-command determines that safety or security considerations preclude it. It must also ensure operable lavatories and adequate medical attention if needed.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"process","claim":"The carrier must tell passengers the status of the delay when the tarmac delay exceeds 30 minutes, and must tell them in time whenever there is an opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"A tarmac delay is the period when an aircraft is on the ground with passengers and the passengers have no opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.3","last_verified":"2026-10-12"},{"kind":"process","claim":"The operating carrier must file a report with DOT's Office of Aviation Consumer Protection within 30 days of any tarmac delay that exceeds three hours (domestic) or four hours (international). Failure to follow the contingency plan is an unfair and deceptive practice subject to DOT enforcement.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"limit","claim":"The liability limit for damage caused by delay of passengers (Article 22, paragraph 1) is 6,303 SDR, effective as of 28 December 2024.","issues":["flight_delay"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund JetBlue owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Contact Us and Share a Concern pages are rendered by script; the complaint form fields did not load for this research.","Customer Bill of Rights points require a TrueBlue account attached to the reservation before the disruption."],"security":{"official_domains":["jetblue.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"JetBlue warns that fraudsters post fake JetBlue phone numbers online and get callers to give personal and financial information. It advises being wary of any phone numbers other than the ones JetBlue lists, and says the fraudsters may call back repeatedly if you hang up.","source":"https://www.jetblue.com/safety/fraud-prevention","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF is marked \"2026-07-29 Revision: 103\". JetBlue's delays page says Customer Bill of Rights compensation is issued as TrueBlue points instead of travel credit starting in early 2026.","warnings":[]},"delayed_baggage":{"company":{"id":"jetblue","name":"JetBlue Airways","sector":"airline","website":"https://www.jetblue.com","account_url":"https://www.jetblue.com/manage-trips"},"issue":{"id":"delayed_baggage","name":"Delayed bag"},"playbook_source":"company","summary":"File the online bag claim within four hours of landing and upload receipts for essentials.","evidence":["bag tag","claim number","original receipts for replaced items"],"steps":[{"do":"File the delayed bag claim online within four hours of landing, or at the airport baggage office.","channel":{"id":"baggage-claim-form","type":"portal","label":"Online bag claim for delayed or damaged bags (NetTracer)","value":"https://app.nettracer.aero/pax/jetblue/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"File within four hours of landing. Upload receipts for replaced items through the same customer portal.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"}},{"do":"Keep all original receipts for items you buy and upload them to the claim.","channel":{"id":"baggage-claim-form","type":"portal","label":"Online bag claim for delayed or damaged bags (NetTracer)","value":"https://app.nettracer.aero/pax/jetblue/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"File within four hours of landing. Upload receipts for replaced items through the same customer portal.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"}},{"do":"Send confirming written notice within 21 days of the event.","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}}],"channels":[{"id":"baggage-claim-form","type":"portal","label":"Online bag claim for delayed or damaged bags (NetTracer)","value":"https://app.nettracer.aero/pax/jetblue/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"File within four hours of landing. Upload receipts for replaced items through the same customer portal.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"},{"id":"baggage-phone","type":"phone","label":"Central Baggage Services","value":"+1-866-538-5438","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Call this number to report damage found after the bag was delivered, within four hours of delivery.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section on Notice of Claims says initial notice of loss, damage or delay of baggage must be given within four (4) hours after arrival of the flight, and confirming written notice must be given not more than twenty-one (21) days after the event.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bag fees are refunded automatically if the bag is not delivered within 12 hours of arrival for domestic flights (15 hours for international).","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"deadline","claim":"A delayed checked wheelchair or assistive device must be delivered within 24 hours of the passenger's arrival for domestic flights, and within 30 hours of arrival for long international flights (more than 12 hours).","issues":["accessibility","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"deadline","claim":"A checked bag is \"significantly delayed\" if it is not delivered or picked up within 12 hours of the last flight segment's arrival for domestic itineraries; within 15 hours for international itineraries whose non-stop segment to or from the U.S. is 12 hours or less; or within 30 hours when that segment is more than 12 hours. The 15- and 30-hour standards also apply to domestic segments of international itineraries.","issues":["delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For delay, the complaint must be made at the latest within twenty-one days from the date on which the baggage was placed at the passenger's disposal (Article 31(2)).","issues":["delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund JetBlue owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Contact Us and Share a Concern pages are rendered by script; the complaint form fields did not load for this research.","Customer Bill of Rights points require a TrueBlue account attached to the reservation before the disruption."],"security":{"official_domains":["jetblue.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"JetBlue warns that fraudsters post fake JetBlue phone numbers online and get callers to give personal and financial information. It advises being wary of any phone numbers other than the ones JetBlue lists, and says the fraudsters may call back repeatedly if you hang up.","source":"https://www.jetblue.com/safety/fraud-prevention","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF is marked \"2026-07-29 Revision: 103\". JetBlue's delays page says Customer Bill of Rights compensation is issued as TrueBlue points instead of travel credit starting in early 2026.","warnings":[]},"lost_baggage":{"company":{"id":"jetblue","name":"JetBlue Airways","sector":"airline","website":"https://www.jetblue.com","account_url":"https://www.jetblue.com/manage-trips"},"issue":{"id":"lost_baggage","name":"Lost bag"},"playbook_source":"company","summary":"Keep the claim open, send written notice within 21 days, and check the $4,700 liability limit before accepting an offer.","evidence":["bag tag","claim number","contents list with values","receipts"],"steps":[{"do":"Make sure the claim was filed within four hours of landing.","channel":{"id":"baggage-claim-form","type":"portal","label":"Online bag claim for delayed or damaged bags (NetTracer)","value":"https://app.nettracer.aero/pax/jetblue/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"File within four hours of landing. Upload receipts for replaced items through the same customer portal.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"}},{"do":"Send confirming written notice with the contents and values within 21 days.","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}},{"do":"Ask for the bag fee back if it was not refunded automatically."}],"channels":[{"id":"baggage-claim-form","type":"portal","label":"Online bag claim for delayed or damaged bags (NetTracer)","value":"https://app.nettracer.aero/pax/jetblue/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"File within four hours of landing. Upload receipts for replaced items through the same customer portal.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"},{"id":"baggage-phone","type":"phone","label":"Central Baggage Services","value":"+1-866-538-5438","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Call this number to report damage found after the bag was delivered, within four hours of delivery.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"The Contract of Carriage limits JetBlue's liability for loss, damage or delay of baggage to $4,700 per passenger unless excess coverage was bought (maximum $5,000) or the item is a wheelchair, mobility aid or assistive device.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":10,"points":[{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the carrier admits the loss of checked baggage, or the bag has not arrived 21 days after the date it ought to have arrived, the passenger may enforce the rights that flow from the contract of carriage (Article 17(3)).","issues":["lost_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund JetBlue owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Contact Us and Share a Concern pages are rendered by script; the complaint form fields did not load for this research.","Customer Bill of Rights points require a TrueBlue account attached to the reservation before the disruption."],"security":{"official_domains":["jetblue.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"JetBlue warns that fraudsters post fake JetBlue phone numbers online and get callers to give personal and financial information. It advises being wary of any phone numbers other than the ones JetBlue lists, and says the fraudsters may call back repeatedly if you hang up.","source":"https://www.jetblue.com/safety/fraud-prevention","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF is marked \"2026-07-29 Revision: 103\". JetBlue's delays page says Customer Bill of Rights compensation is issued as TrueBlue points instead of travel credit starting in early 2026.","warnings":[]},"damaged_baggage":{"company":{"id":"jetblue","name":"JetBlue Airways","sector":"airline","website":"https://www.jetblue.com","account_url":"https://www.jetblue.com/manage-trips"},"issue":{"id":"damaged_baggage","name":"Damaged bag"},"playbook_source":"company","summary":"Report damage within four hours of landing online, or within four hours of delivery by phone if the damage is found after delivery.","evidence":["photos of the damage","bag tag","claim number","repair estimate"],"steps":[{"do":"File the damage claim online within four hours of landing.","channel":{"id":"baggage-claim-form","type":"portal","label":"Online bag claim for delayed or damaged bags (NetTracer)","value":"https://app.nettracer.aero/pax/jetblue/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"File within four hours of landing. Upload receipts for replaced items through the same customer portal.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"}},{"do":"If you find damage after the bag was delivered to you, call Central Baggage Services within four hours of delivery.","channel":{"id":"baggage-phone","type":"phone","label":"Central Baggage Services","value":"+1-866-538-5438","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Call this number to report damage found after the bag was delivered, within four hours of delivery.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"}}],"channels":[{"id":"baggage-claim-form","type":"portal","label":"Online bag claim for delayed or damaged bags (NetTracer)","value":"https://app.nettracer.aero/pax/jetblue/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"File within four hours of landing. Upload receipts for replaced items through the same customer portal.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"},{"id":"baggage-phone","type":"phone","label":"Central Baggage Services","value":"+1-866-538-5438","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Call this number to report damage found after the bag was delivered, within four hours of delivery.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"JetBlue's bag claims page says to file delayed or damaged bags \"using the online claim form within four hours of landing\", and to report damage found after delivery \"within four hours of delivery\".","issues":["damaged_baggage","delayed_baggage"],"source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For damage to checked baggage, the passenger must complain to the carrier forthwith after discovering the damage and at the latest within seven days from the date of receipt (Article 31(2)).","issues":["damaged_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under U.S. disability rules, Montreal Convention liability limits apply to mishandled wheelchairs and other assistive devices on international flights.","issues":["accessibility","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund JetBlue owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Contact Us and Share a Concern pages are rendered by script; the complaint form fields did not load for this research.","Customer Bill of Rights points require a TrueBlue account attached to the reservation before the disruption."],"security":{"official_domains":["jetblue.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"JetBlue warns that fraudsters post fake JetBlue phone numbers online and get callers to give personal and financial information. It advises being wary of any phone numbers other than the ones JetBlue lists, and says the fraudsters may call back repeatedly if you hang up.","source":"https://www.jetblue.com/safety/fraud-prevention","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF is marked \"2026-07-29 Revision: 103\". JetBlue's delays page says Customer Bill of Rights compensation is issued as TrueBlue points instead of travel credit starting in early 2026.","warnings":[]},"denied_boarding":{"company":{"id":"jetblue","name":"JetBlue Airways","sector":"airline","website":"https://www.jetblue.com","account_url":"https://www.jetblue.com/manage-trips"},"issue":{"id":"denied_boarding","name":"Bumped or denied boarding"},"playbook_source":"company","summary":"If bumped involuntarily, JetBlue's Customer Bill of Rights pays up to $2,150.","evidence":["boarding pass","written denied-boarding notice"],"steps":[{"do":"Ask the gate agent for the written statement of denied boarding compensation."},{"do":"If not paid, complain in writing, then file with the U.S. DOT.","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"The Customer Bill of Rights says \"customers who are involuntarily denied boarding shall receive up to $2,150\", for JetBlue-operated flights only.","issues":["denied_boarding"],"source":"https://www.jetblue.com/customer-assurance/customer-bill-of-rights","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-denied-boarding","title":"DOT oversales and denied boarding compensation","citation":"14 CFR part 250 (limits revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"When an airline involuntarily bumps a passenger with a confirmed reservation from an oversold flight that departs from a U.S. airport, it must pay compensation in cash or check on the spot: 200% of the one-way fare up to $1,075, or 400% up to $2,150, depending on how late the passenger arrives on the alternate transportation. It must also give a written statement of these rights.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Part 250 applies to scheduled flight segments using an aircraft with a designed capacity of 30 or more passenger seats, in interstate transportation and on nonstop foreign segments that originate at a point within the United States.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.2","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Domestic: no compensation is required if alternate transportation is planned to arrive within one hour of the original arrival time. If it arrives more than one hour but less than two hours late, compensation is at least 200 percent of the fare to the destination or first stopover, or $1,075, whichever is lower. If the carrier does not offer alternate transportation planned to arrive less than two hours late, compensation is at least 400 percent of that fare, or $2,150, whichever is lower.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"compensation","claim":"International flights from a U.S. airport: no compensation if the alternate transportation arrives within one hour; 200 percent of the fare or $1,075, whichever is lower, if it arrives more than one hour but less than four hours late; 400 percent of the fare or $2,150, whichever is lower, if the carrier does not offer alternate transportation planned to arrive less than four hours late.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The carrier must pay in cash or an immediately negotiable check on the day and at the place the denied boarding occurs. If the alternate transportation leaves before payment can be prepared, the carrier must send payment within 24 hours after the denied boarding.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.8","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier may offer free or reduced-rate travel instead of cash only if its value is at least the cash amount owed, and it must tell the passenger the cash amount, that the passenger may decline the travel offer and take cash, and all material restrictions before the passenger accepts.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund unused fees for optional services (for example a seat or bag fee) paid by a passenger who is voluntarily or involuntarily denied boarding, unless the service is provided on the alternate transportation.","issues":["denied_boarding","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"No compensation is owed if the passenger did not comply with the carrier's ticketing, check-in and reconfirmation rules; if a smaller aircraft was substituted for operational or safety reasons (or, on aircraft with 60 or fewer seats, weight or balance limits applied); if the passenger was seated in a different section at no extra charge; or if the carrier arranged transportation planned to arrive no later than one hour after the original planned arrival.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.6","last_verified":"2026-10-12"},{"kind":"process","claim":"Immediately after an involuntary denied boarding, the carrier must give the passenger a written statement that explains the boarding priority rules, the compensation amounts, and the passenger's right to decline compensation and pursue damages another way.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.9","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limits from $775 and $1,550 to $1,075 and $2,150 by a rule effective January 22, 2025, and did not enforce the new limits until March 20, 2025.","issues":["denied_boarding"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund JetBlue owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Contact Us and Share a Concern pages are rendered by script; the complaint form fields did not load for this research.","Customer Bill of Rights points require a TrueBlue account attached to the reservation before the disruption."],"security":{"official_domains":["jetblue.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"JetBlue warns that fraudsters post fake JetBlue phone numbers online and get callers to give personal and financial information. It advises being wary of any phone numbers other than the ones JetBlue lists, and says the fraudsters may call back repeatedly if you hang up.","source":"https://www.jetblue.com/safety/fraud-prevention","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF is marked \"2026-07-29 Revision: 103\". JetBlue's delays page says Customer Bill of Rights compensation is issued as TrueBlue points instead of travel credit starting in early 2026.","warnings":[]},"ancillary_fee_refund":{"company":{"id":"jetblue","name":"JetBlue Airways","sector":"airline","website":"https://www.jetblue.com","account_url":"https://www.jetblue.com/manage-trips"},"issue":{"id":"ancillary_fee_refund","name":"Paid extra and did not get it"},"playbook_source":"company","summary":"Seats, bags and other extras go back to the original form of payment; bag fees for a late bag are refunded automatically.","evidence":["receipt for the fee","confirmation code","bag claim number for a late bag"],"steps":[{"do":"When you cancel an impacted flight, check that seats, pets and bags are refunded to the original payment method.","channel":{"id":"chat","type":"chat","label":"Contact chat","value":"https://www.jetblue.com/contact-us/chat","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"}},{"do":"If a bag fee was not refunded after a bag was more than 12 hours late (domestic), ask through chat or the Contact Us page.","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"JetBlue's refunds page lists 7-10 business days for refunds of extras (seats, pets, bags) to the original payment method.","issues":["ancillary_fee_refund"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must give a prompt and automatic refund of any ancillary service fee (for example Wi-Fi or a seat) when the service was not provided through no fault of the consumer. If the service failed for only some passengers, the obligation starts when the affected passenger notifies the carrier and the carrier confirms it.","issues":["ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.4","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-ancillary-fee-disclosure","title":"DOT 2024 airline ancillary fee transparency rule (vacated)","citation":"89 FR 34620 (April 30, 2024), \"Enhancing Transparency of Airline Ancillary Service Fees\"; current rules at 14 CFR 399.84 and 399.85","jurisdiction":"us-federal","status":"vacated","summary":"DOT's 2024 rule requiring airlines and ticket agents to show passenger-specific bag and change or cancellation fees before purchase never took effect. The Fifth Circuit stayed it in July 2024 and, sitting en banc, vacated it on February 3, 2026. Do not cite it. Effective July 2, 2026, DOT restored the older 2011 baggage fee disclosure rules in 14 CFR 399.85, which remain in force.","source":"https://www.federalregister.gov/documents/2026/07/02/2026-13450/increasing-flexibility-on-disclosure-of-airline-ancillary-fees","last_verified":"2026-10-12","status_note":"Vacated. A Fifth Circuit panel stayed the 2024 rule on July 29, 2024 (110 F.4th 672); the en banc Fifth Circuit vacated it on February 3, 2026 (166 F.4th 487). DOT's final rule of July 2, 2026 (91 FR 40368, effective July 2, 2026, issued without notice and comment) removed the 2024 text and restored the 2011 standards in 14 CFR 399.84 and 399.85. The restored 399.85 baggage and optional-fee disclosures are in force.","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund JetBlue owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Contact Us and Share a Concern pages are rendered by script; the complaint form fields did not load for this research.","Customer Bill of Rights points require a TrueBlue account attached to the reservation before the disruption."],"security":{"official_domains":["jetblue.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"JetBlue warns that fraudsters post fake JetBlue phone numbers online and get callers to give personal and financial information. It advises being wary of any phone numbers other than the ones JetBlue lists, and says the fraudsters may call back repeatedly if you hang up.","source":"https://www.jetblue.com/safety/fraud-prevention","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF is marked \"2026-07-29 Revision: 103\". JetBlue's delays page says Customer Bill of Rights compensation is issued as TrueBlue points instead of travel credit starting in early 2026.","warnings":[]},"accessibility":{"company":{"id":"jetblue","name":"JetBlue Airways","sector":"airline","website":"https://www.jetblue.com","account_url":"https://www.jetblue.com/manage-trips"},"issue":{"id":"accessibility","name":"Disability assistance problem"},"playbook_source":"company","summary":"Call the accessibility line and ask for a Complaints Resolution Official.","evidence":["assistance request confirmation","dates","names","photos of damage"],"steps":[{"do":"Call 1-855-ADA-LINE and ask for a CRO.","channel":{"id":"disability-phone","type":"phone","label":"Accessibility concerns line (1-855-ADA-LINE); ask for a Complaints Resolution Official","value":"+1-855-232-5463","purposes":["accessibility"],"source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}},{"do":"Follow up in writing through Contact Us, then file with the U.S. DOT.","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}}],"channels":[{"id":"disability-phone","type":"phone","label":"Accessibility concerns line (1-855-ADA-LINE); ask for a Complaints Resolution Official","value":"+1-855-232-5463","purposes":["accessibility"],"source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points":[{"kind":"contact","claim":"Carriers that operate aircraft with 19 or more passenger seats must designate Complaints Resolution Officials and make a CRO available at each airport they serve during all times they operate there, in person or by telephone at no cost to the passenger.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K","last_verified":"2026-10-12"},{"kind":"deadline","claim":"When a CRO handles a complaint about something that already happened, the CRO must give the passenger a written statement that summarizes the facts and either the steps the carrier proposes (if it agrees there was a violation) or its reasons (if it finds none), and that states the right to pursue DOT enforcement. The statement should be given at the airport if possible; otherwise it must be sent within 30 calendar days of the complaint.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A carrier must send a dispositive written response within 30 days of receiving a written disability complaint, admitting or denying a violation and informing the passenger of the right to pursue DOT enforcement. A carrier need not respond to a complaint postmarked or transmitted more than 45 days after the incident, except complaints referred by DOT.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A delayed checked wheelchair or assistive device must be delivered within 24 hours of the passenger's arrival for domestic flights, and within 30 hours of arrival for long international flights (more than 12 hours).","issues":["accessibility","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must use best efforts to provide and pay for an adequate loaner device. If the loaner is not adequate, the passenger may obtain one, and the carrier must reimburse the cost within 30 days of the request.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"Not enforced until April 30, 2027: the rebuttable presumption that a device not returned in the condition received was mishandled in violation of the ACAA (382.130(a)); refresher training frequency (382.141(a)(6)); the notification in 382.125(e); and fare difference reimbursement when a wheelchair does not fit the aircraft (382.132). DOT says it may modify these in a new rulemaking. Do not cite these four as currently enforced.","issues":["accessibility"],"source":"https://www.federalregister.gov/documents/2026/08/04/2026-15835/accessible-lavatories-on-single-aisle-aircraft-and-ensuring-safe-accommodations-for-air-travelers","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated that its enforcement pause does not affect enforcement of the Wheelchair Rule's other requirements.","issues":["accessibility"],"source":"https://www.federalregister.gov/documents/2025/09/30/2025-18980/ensuring-safe-accommodations-for-air-travelers-with-disabilities-using-wheelchairs","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":10,"points":[{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund JetBlue owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Contact Us and Share a Concern pages are rendered by script; the complaint form fields did not load for this research.","Customer Bill of Rights points require a TrueBlue account attached to the reservation before the disruption."],"security":{"official_domains":["jetblue.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"JetBlue warns that fraudsters post fake JetBlue phone numbers online and get callers to give personal and financial information. It advises being wary of any phone numbers other than the ones JetBlue lists, and says the fraudsters may call back repeatedly if you hang up.","source":"https://www.jetblue.com/safety/fraud-prevention","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF is marked \"2026-07-29 Revision: 103\". JetBlue's delays page says Customer Bill of Rights compensation is issued as TrueBlue points instead of travel credit starting in early 2026.","warnings":[]},"travel_credit":{"company":{"id":"jetblue","name":"JetBlue Airways","sector":"airline","website":"https://www.jetblue.com","account_url":"https://www.jetblue.com/manage-trips"},"issue":{"id":"travel_credit","name":"Travel credit or voucher problem"},"playbook_source":"company","summary":"Travel credit is valid 12 months from the original ticketing date and cannot be moved back to a card; ask for a cash refund if JetBlue caused the cancellation.","evidence":["travel credit details","original ticket","cancellation notice"],"steps":[{"do":"If the credit came from a JetBlue cancellation or significant delay, ask for a refund to the original form of payment instead.","channel":{"id":"chat","type":"chat","label":"Contact chat","value":"https://www.jetblue.com/contact-us/chat","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"}}],"channels":[{"id":"chat","type":"chat","label":"Contact chat","value":"https://www.jetblue.com/contact-us/chat","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Travel credit is \"valid for 12 months from original ticketing date\", and once a refund goes to travel credit it cannot be moved back to the original payment method.","issues":["travel_credit"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"On request, carriers must give a transferable travel credit or voucher, valid for at least five years from issuance, to a passenger who cannot travel because of a government restriction related to a serious communicable disease, or who is advised by a licensed treating medical professional not to fly because of a serious communicable disease. The carrier may require documentation and may charge a per-passenger processing fee that was disclosed at purchase.","issues":["travel_credit"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-262","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund JetBlue owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Contact Us and Share a Concern pages are rendered by script; the complaint form fields did not load for this research.","Customer Bill of Rights points require a TrueBlue account attached to the reservation before the disruption."],"security":{"official_domains":["jetblue.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"JetBlue warns that fraudsters post fake JetBlue phone numbers online and get callers to give personal and financial information. It advises being wary of any phone numbers other than the ones JetBlue lists, and says the fraudsters may call back repeatedly if you hang up.","source":"https://www.jetblue.com/safety/fraud-prevention","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage PDF is marked \"2026-07-29 Revision: 103\". JetBlue's delays page says Customer Bill of Rights compensation is issued as TrueBlue points instead of travel credit starting in early 2026.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund JetBlue owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"security":{"official_domains":["jetblue.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"JetBlue warns that fraudsters post fake JetBlue phone numbers online and get callers to give personal and financial information. It advises being wary of any phone numbers other than the ones JetBlue lists, and says the fraudsters may call back repeatedly if you hang up.","source":"https://www.jetblue.com/safety/fraud-prevention","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"JetBlue — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/jetblue.md","markdown":"## In short\n\nJetBlue had the worst on-time and cancellation record of the large U.S. airlines in July 2026. After a JetBlue cancellation you can cancel and get a refund to the original payment, including paid extras, but you must act before the flight departs; JetBlue also refunds automatically if you do nothing for seven days. Compensation under JetBlue's Customer Bill of Rights is now paid in TrueBlue points and only to members whose account was on the booking before the disruption. Report bag problems within 4 hours of landing.\n\n## How complaints actually go\n\n- JetBlue's delays and cancellations page says that after a JetBlue cancellation you can \"Cancel and refund to the original form of payment, including ancillary fees\", but \"the customer must cancel online or contact us prior to flight departure.\" [JetBlue: delays and cancellations](https://www.jetblue.com/help/delays-and-cancellations)\n- The Customer Service Plan says that if no action is taken within seven days of the cancelled flight, the whole itinerary is refunded automatically. [JetBlue: Customer Service Plan](https://www.jetblue.com/customer-assurance/customer-service-plan)\n- JetBlue's refunds page lists 7-10 business days for credit card refunds of fares and extras to the original payment method. [JetBlue: refunds](https://www.jetblue.com/help/refunds)\n- DOT fined JetBlue $2 million for chronically delayed flights, its first enforcement action for chronic delays. Four JetBlue flights were chronically delayed at least 145 times between June 2022 and November 2023; half the penalty went to compensating affected passengers, at least $75 each. [DOT press release](https://www.transportation.gov/briefing-room/dot-penalizes-jetblue-chronic-flight-delays)\n- If JetBlue does not resolve the complaint, DOT directs it to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## What tends to work\n\n- For a controllable arrival delay of three hours or more, JetBlue gives a $12 digital meal voucher and, if you are away from home overnight, a hotel at a contracted facility based on availability. [JetBlue: Customer Service Plan](https://www.jetblue.com/customer-assurance/customer-service-plan)\n- If JetBlue did not provide a contracted hotel or ground transportation, it reimburses reasonable costs with valid receipts if you ask within 10 days of the expense. [JetBlue: Customer Bill of Rights](https://www.jetblue.com/customer-assurance/customer-bill-of-rights)\n- Add your TrueBlue number to the booking before travel. A controllable delay of more than 3 hours earns 5,000 TrueBlue points, and a controllable cancellation less than 4 hours before departure earns 5,000 points, for members only. [JetBlue: delays and cancellations](https://www.jetblue.com/help/delays-and-cancellations), [JetBlue: Customer Bill of Rights](https://www.jetblue.com/customer-assurance/customer-bill-of-rights)\n- JetBlue refunds bag fees automatically if a bag is not delivered within 12 hours of a domestic arrival (15 hours international). [JetBlue: Customer Service Plan](https://www.jetblue.com/customer-assurance/customer-service-plan)\n\n## Traps and fine print\n\n- Choosing travel credit is final: JetBlue says once a refund goes to travel credit it cannot be moved back to the original payment method, and credit is valid 12 months from the original ticketing date. [JetBlue: refunds](https://www.jetblue.com/help/refunds)\n- JetBlue says \"Most ATC delays are not eligible for compensation.\" [JetBlue: delays and cancellations](https://www.jetblue.com/help/delays-and-cancellations)\n- File delayed or damaged bag claims online within four hours of landing, or within four hours of delivery for damage found later; the Contract of Carriage requires written confirmation within 21 days. [JetBlue: bag claims](https://www.jetblue.com/help/bag-claims), [JetBlue Contract of Carriage](https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf)\n- The involuntary denied boarding compensation of up to $2,150 in the Customer Bill of Rights applies to JetBlue-operated flights only. [JetBlue: Customer Bill of Rights](https://www.jetblue.com/customer-assurance/customer-bill-of-rights)\n\n## By the numbers\n\n- July 2026: JetBlue arrived on time 55.7% of the time and cancelled 9.8% of flights, last of the 8 ranked U.S. marketing carriers on both measures; it mishandled 0.46 bags per 100 enplaned. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: DOT received 744 complaint cases about JetBlue; 316 were about flight problems and 172 about refunds. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: JetBlue scored 78 out of 100, up from 77 in 2025. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- JetBlue warns that fraudsters post fake JetBlue phone numbers online to collect personal and financial information, and may call back repeatedly if you hang up; trust only the numbers JetBlue lists. [JetBlue: fraud prevention](https://www.jetblue.com/safety/fraud-prevention)\n- The FTC warns of fake airline customer service accounts on social media during disruptions; report impersonators at ReportFraud.ftc.gov. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n"},"guide":{"key":"airline","title":"Airlines — how complaints work","last_verified":"2026-10-12","file":"guides/airline.md","page":"https://escalate.alexgaoth.com/#/guides/airline"}}