My complaint:
Flight B60383 – Sat 02 Apr 2022
Departs: New York-Terminal 5 (JFK) 14:27
Arrives: Orlando (MCO) 17:26
This flight was cancelled, leaving 7 of my family members without any way to get to ORlando for our vacation. Five of them were in economy (Pierce obrien, Muireann Walsh and their three children), two (my parents, Richard and Valerie Walsh) were in business class. When I spoke to a Jet Blue agent that day, they said there was no availability on any Jet Blue flights in the near future. They offered to put my family on a Southwest flight out of IPSY the next day, and charged me $2300 for the privelege. I had no choice but to pay it.
Jet Blue owes me a full refund for the cancelled flight. I have been offered flight vouchers of $100, but I do not want these. My cancelled flights cost a lot more than that.
I have made several attempts to iron this out by phone, spending 4 hours on hold at my last attempt. Jet Blue says that because this is an interline issue (the first leg of the trip was with Aer Lingus) that Aer Lingus owes me the refund. Aer Lingus says that this is not true; if Jet Blue cancelled the flight and put us on a Southwest flight, then Jet Blue owes us the refund. I tend to agree. I’m sure Jet Blue was paid by Aer Lingus to transport my family to Florida, which it never did. Jet Blue owes me a refund.
Suggested solution:
At a bare minimum, refund me the cost of the New York - Orlando flights (5 economy, 2 business class). I should really receive that full cost of flying my family down on Southwest - which was Jet Blue's suggestion - $2300.
I've been trying to resolve this now with two unhelpful airlines and an equally unhelpful insurance carrier for six weeks. I look forward to a response within the statutory timeframe, otherwise I'll escalate the matter.
Thank you,
Eadaoin Waller
