Dear Editor,
I am writing to express my disappointment with JetBlue’s treatment of passengers traveling to New York from Guyana on the 28th January 2024.
Genesis of Saga:
I was scheduled to depart Guyana on the 27th of January 2024 on JetBlue flight 1966 but missed my flight due to my misinterpretation of the departure time. That was my error. I then contacted JetBlue and was told that because I missed my flight; a no show, I would have to purchase a new one-way ticket, which I did.
I was already having a difficult time with the passing and funeral of my dad, which was the reason for my travel, compounded by missing my flight and the purchasing of a new ticket. I thought that would have been the end of my related challenges; I could not have been more wrong.
Passengers and I boarded the flight at approximately 12:15 am on the 28th, after which we were informed that the flight will depart at 1:45 am instead of 12:50 am. A few minutes later, when everyone seemed settled in their seat ready to depart, we were informed that the aircraft had a “weight balance issue”.
We were told that due to the flight load capacity, the aircraft will not have enough fuel to fly directly from Guyana to JFK thereby necessitating a stopover in Miami to refuel and change the flight crew. We were advised that the process would only take 20 minutes. The new departure time was then 2:00 am. This changed consistently from 2:00 am to 2:40 am, then to 3:00 am, then to 3:25 am. During this time, we were not allowed to disembark the aircraft.
The harsh reality during that period of constant scheduling was a plane filled with people who were understandably agitated and frustrated as a result of the protracted imposed inconvenience. In addition, there were many children who cried incessantly from said inconvenience.
At around 3:30 am, we were told that passengers could disembark to use the restroom facilities and walk around if desired. Shortly after, about 15 persons left the aircraft and the pilot informed that as soon as the passengers reboard, we will depart.
Throughout, numerous excuses were forthcoming including that the crew is awaiting permission to land in Miami, Customs has to be informed and that the JetBlue Manager for Miami was not at the airport. Eventually, after excuses, delays and inconvenience, the flight departed at approximately 4:00 am and landed in Miami at approximately 7:00 am local time.
We were on the tarmac in Miami waiting for the refueling and flight crew change. Around 8:30am we were told to buckle our seat belts as we were about to depart. Lo and behold, the new pilot informed us that we will need additional fuel to take us to JFK. We waited for another 35 minutes for the fuel truck to turn up and pump the additional fuel in.
This raises an obvious question; why wasn’t enough fuel taken the first time? During the time on the ground in Miami, passengers were shouting “we need breakfast”. A nice lady sitting in Row 11 C enquired from a flight attendant if anything would be made available to eat. Mind you, we were in the aircraft from 12:15 am until then, without any real food. A few minutes later we were served a small bottle, 8FL oz, of water and a 0.75oz Cheez-it cracker.
Finally, we departed for New York at approximately 9:30 am and arrived at the terminal at 11:41 am. After we disembarked and cleared customs, within a few minutes, an announcement was made directing us to collect our checked luggage at pick up area 8. It took an additional 45 minutes for us to collect our checked bags.
My journey from Guyana began when I checked in at around 10:00 pm on the 27th until I arrived home at 3:00pm on the 28th.
Now here are my concerns.
I was penalized for missing my flight on the 27th and had to purchase a new ticket to return home at a cost of $416.00 USD, although I had purchased a return ticket. There was no compromise for me to even pay a penalty or half the price seeing that I had paid for a return ticket. I had to get a new ticket.
The discomfort and disdain I described in this letter is clearly as a result of JetBlue and its mismanagement. In my view, JetBlue will suffer no consequence for unprofessional treatment of passengers as described. Why should this be a norm?
Why should I be penalized for a genuine error and JetBlue will not be?
Who will hold them accountable for the substandard service and treatment to the passengers on flight 1966?
What happens to the concept that states, “customers are always right”?
Why should we settle for this kind of treatment from carriers like JetBlue? We pay for a service and in some cases, a high cost.
I call upon the relevant authority to intervene on behalf of all the JetBlue passengers of flight 1966 on January 28th so that passengers get the respect they need.
Regards
Edmund H Khanoo
