We guarantee it! The lowest fares will always be offered on jetblue.com. Customers who book directly with JetBlue and find a lower price within 24 hours of purchasing may use our 24-Hour Risk-Free cancellation policy which allows you to cancel and receive a full refund to your original form of payment.
Customer Service Plan
Since our very first flight in 2000, JetBlue has been committed to bringing humanity back to air travel by delivering the best possible travel experience—even when things don’t go as planned. In 2007, we became the first and only U.S. airline to introduce a Customer Bill of Rights, and now, with our Customer Service Plan, we’re reinforcing our promise that we’ve got your back.
Contents
Best Fare Guarantee
Checked Baggage Commitment
We are committed to delivering your checked baggage to your final destination on time. In the event your checked bag does not arrive at your destination airport on your scheduled flight, we will take the following actions:
- Delivery: We will ensure your bag is delivered to your location as quickly as possible at no cost to you.
- Reimbursement: We will reimburse reasonable out-of-pocket expenses incurred due to the delay, in accordance with our reimbursement policy.
- Fee Refund: We will automatically refund any fees paid for checking the delayed bag if the bag is not delivered to you within 12 hours of arrival for domestic flights and 15 hours for international flights.
Contacting JetBlue
At JetBlue, we are dedicated to delivering exceptional customer service. For assistance with compliments, complaints, or other inquiries, please visit our contact us page.
To reach JetBlue Vacations, we offer 24/7 support to ensure you’ll enjoy peace of mind on every vacation you book.
Have an accessibility-related concern? Please call us at 1-855-ADA-LINE (232-5463) and ask to speak with a CRO.
Customer Accessibility
JetBlue has signed on to the Airlines for America Passenger Accessibility Commitment and is proud to be among the member airlines committed to further improving the experience for customers with disabilities across the industry and to ensuring every customer feels welcome, comfortable, and valued.
In addition, JetBlue will accommodate customers with disabilities consistent with its obligations under 14 C.F.R. Part 382.
For more information, please see JetBlue’s Accessibility Assistance page or Contract of Carriage. Learn more about the USDOT Air Carrier Access Act.
Have an accessibility-related concern? Please call us at 1-855-ADA-LINE (232-5463) and ask to speak with a CRO.
Family Seating
JetBlue is committed to ensuring the comfort and safety of all customers, including families traveling with young children. We guarantee seating children under 13 with a parent or accompanying adult at no additional cost, even on Blue Basic fares, if the following conditions are met:
- All customers are on the same reservation, and adjacent seats are available in the same class of service/cabin at the time of booking.
- You select seats for the entire reservation or skip seat selection for the entire reservation.
- You’ve made no changes to seat assignments after they have been assigned.
- The aircraft’s seating arrangement allows for adjacent seats, depending on the number of children in your reservation.
- There is no change from the originally planned aircraft to an aircraft with a different seat configuration.
If these conditions are not fully met, JetBlue will make every effort to seat children next to an accompanying adult.
In the event the above conditions are met, and family seating is unable to be accommodated in adjacent seats, the customer is given the following options as part of our guarantee:
- Travel on the original flight without adjacent seats.
- Be rebooked to the next available flight, including co-located and connecting cities, with adjacent seats at no additional cost regardless of fare option.
- To cancel travel at no additional cost, regardless of fare option, and be issued a full refund to the original form of payment.
Flight Disruptions
Cancel, Refund and Rebooking
If your flight is disrupted for any of the following reasons:
- Your flight is cancelled.
- Your departure is moved earlier by 3+ hours (domestic) or 6+ hours (international).
- Your arrival is delayed by 3+ hours (domestic) or 6+ hours (international).
- Your flight is changed to a different departure or arrival airport.
- Additional connections are added to your itinerary.
- Your reservation is moved from our Mint cabin to Core cabin.
- If you have a disability and your connection city changes.
- If you have a disability and an aircraft change affects required accessibility features.
- A schedule change results in a misconnect or does not meet minimum connect times
We will keep you on your existing flight (if delayed) or automatically rebook you onto a new flight (if canceled). If you’re satisfied with your flight, no further action is needed.
If you’re not satisfied, you may:
- Rebook to an alternate flight within 5 days at no additional cost.
- Cancel your flight and receive a full refund to your original form of payment, including any ancillary fees such as prepaid baggage or seat assignments.
You must take action before your flight’s scheduled departure. If you do not rebook or cancel prior to departure, it will result in a no-show, and you will forfeit your right to rebook or refund.
If your flight is canceled and we cannot provide an alternate flight, we will automatically refund the unused portion of your ticket, including any upcoming flights and ancillary fees like prepaid bags and seat assignments, within 7 days after the disruption if the tickets were purchased via credit card and 20 calendar days if purchased via another form of payment.
Special rules apply that may supersede the above for customers traveling to the United States from Europe and UK as well as customers traveling to/from Canada.
Compensation
Customers who experience a controllable irregularity outlined below will receive JetBlue Bill of Rights compensation in the form of a JetBlue TravelBank credit, valid for future travel on JetBlue within 6 months. This compensation applies to all flights except those to/from Canada and flights departing from Europe.
Type of Controllable Event:
Description
Compensation Amount:
Flight Cancellation
Within 4 hours of flight
$50 Credit
Flight Cancellation
After scheduled departure
$100 Credit
Flight Delay
4-4:59 hours
$75 Credit
Flight Delay
5-5:59 hours
$100 Credit
Flight Delay
6-11:59 hours
$150 Credit
Flight Delay
12 or more hours
$200 Credit
Onboard Departure Delay
3-4:59 hours
$100 Credit
Onboard Departure Delay
5-5:59 hours
$175 Credit
Onboard Departure Delay
6 or more hours
$250 Credit
Onboard Arrival Delay
1:30-1:59 hours
$50 Credit
Onboard Arrival Delay
2+ hours
$100 Credit
Type of Controllable Event:
Description
Within 4 hours of flight
Compensation Amount:
$50 Credit
Description
After scheduled departure
Compensation Amount:
$100 Credit
Description
4-4:59 hours
Compensation Amount:
$75 Credit
Description
5-5:59 hours
Compensation Amount:
$100 Credit
Description
6-11:59 hours
Compensation Amount:
$150 Credit
Description
12 or more hours
Compensation Amount:
$200 Credit
Description
3-4:59 hours
Compensation Amount:
$100 Credit
Description
5-5:59 hours
Compensation Amount:
$175 Credit
Description
6 or more hours
Compensation Amount:
$250 Credit
Description
1:30-1:59 hours
Compensation Amount:
$50 Credit
Description
2+ hours
Compensation Amount:
$100 Credit
For travel booked directly through JetBlue:
- If your flight qualifies for compensation, you will receive an email from JetBlue within seven days of your flight's scheduled departure. This will happen automatically and there is no need to contact JetBlue.
For travel not booked directly through JetBlue:
- We may not have your contact information so if your flight qualifies for compensation, please contact us seven days or more after your flight's scheduled departure to inquire about potential compensation.
Travel to/from Canada and the United States
If you were traveling on a confirmed reservation to/from Canada on a JetBlue-operated flight and you are denied boarding, your flight is canceled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your rights, please review JetBlue’s Canada Customer Rights page. Please submit this claim form if you believe you're eligible. Learn more about Canada Customer Rights.
Travel from Europe to the United States:
If you were traveling on a confirmed reservation from the European Union (EU), or the U.K. on a JetBlue-operated flight, and the flight was delayed or canceled, or you were denied boarding, you may be entitled to benefits or recovery under EC 261, UK 261 in lieu of benefits or compensation provided under this Plan. Customers denied boarding on the basis of health, safety, security or other reasons provided in Sections 24.F and 27.D of the JetBlue Contract of Carriage may not be eligible for these rights. Please submit this claim form if you believe you're eligible.
Hotel Accommodation
If your JetBlue flight is canceled or disrupted due to a controllable irregularity, causing an arrival delay of 3 or more hours, and you are away from your home or origin city overnight, we will provide hotel accommodations at a contracted facility, based on availability. Most contracted hotels will include complimentary ground transportation.
If no contracted hotel is available, or if ground transportation is not provided, JetBlue will reimburse reasonable overnight hotel expenses and/or ground transportation with valid receipts. Reimbursement requests must include detailed receipts and be submitted within 10 days of the expense.
Customers eligible for a complimentary hotel stay will be notified via email at the time of the disruption and given the option to reserve their hotel. Hotels will not be provided or reimbursed for events that are not deemed a controllable irregularity or for customers who live locally.
Meals
If your JetBlue flight is canceled or disrupted due to a controllable irregularity, causing an arrival delay of 3 or more hours, we will provide each ticketed customer with a reasonable meal in the form of a voucher or similar at the airport. Options may vary based on availability.
Please understand that there may be times when meals are simply not available due to circumstances beyond our control (e.g., concessions at the airport are closed or have limited selections). In such cases, JetBlue will make every effort to provide appropriate meals and beverages, such as ordering food and supplying water for the delayed flight.
Notifications
JetBlue will notify customers within 30 minutes of JetBlue becoming aware of any cancellation, diversion, or delay over 30 minutes. Notification will be made via jetblue.com, telephone, flight information display systems at the airport, airport and onboard announcements, email and SMS. You may also track real time flight status through our flight tracker or mobile app. You may view or modify the contact information we have on file by managing your trip.
Onboard Ground Delays
JetBlue will provide customers experiencing a significant delay while onboard the aircraft with complimentary seatback entertainment, food and drinks, access to clean restrooms, and medical assistance, if necessary. For domestic flights, JetBlue will begin returning to the gate or a disembarkation point no later than 3 hours, and for international flights, no later than 4 hours, unless the pilot-in-command determines there is a safety or security reason to remain on the tarmac, or if Air Traffic Control advises that returning would significantly disrupt airport operations. Our full tarmac delay plan can be found here.
Oversold Flights
As defined in JetBlue's Contract of Carriage, customers who are involuntarily denied boarding shall receive $2,150. These rights are subject to JetBlue's Contract of Carriage and, as applicable, the operational control of the flight crew, and apply to only JetBlue operated flights.
24 Hour Risk Free Cancellations
If your travel was booked seven days or more prior to the scheduled departure date, you have 24 hours from the time the booking was made to cancel your reservation without penalty and will receive a full refund to your original form of payment. The entire booking must be canceled to qualify (not applicable to JetBlue Vacations reservations).