Partially KeptCustomer Service
JetBlue Customer Promise: “JetBlue's Customer Bill of Rights guarantees compensation for delays and cancellations, including vouchers for delays ov...”
JetBlue · February 20, 2007 · JetBlue Customer Bill of Rights
The Promise
“JetBlue's Customer Bill of Rights guarantees compensation for delays and cancellations, including vouchers for delays over 2 hours and automatic rebooking on the next available flight.”
JetBlue Customer Promise · February 20, 2007 · JetBlue Customer Bill of Rights
Target
Metric: Consistent application of Bill of Rights
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What Actually Happened
Verdict:Partially Kept
The Customer Bill of Rights still exists and is referenced in JetBlue's contract of carriage. However, as JetBlue has faced financial pressure, customer complaints about inconsistent application of the policy have increased. The DOT automatic refund rule (effective 2024) now supersedes portions of the Bill of Rights for delays over 3 hours.
Actual result: Policy exists but enforcement inconsistent under financial pressure
Source: DOT complaint database, JetBlue contract of carriage (checked Jun 2026)
Timeline
February 20, 2007
Promise made by JetBlue Customer Promise via JetBlue Customer Bill of Rights
June 2026
Evidence checked — Partially Kept
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