JetBlue — Attraction in Elizabeth

To whom it may concern:

I am writing because today I experienced the worst service at JetBlue in Newark NJ Airport. My original flight was cancelled and I was automatically rebooked for the next flight the following morning. I am a single mom traveling for the first time with my 18month baby girl. I specifically choose an evening flight in hopes she would sleep but nonetheless accepted the change. I arrived at the airport more than an hour prior to departure. I had already checked in via the mobile app. I was traveling with my daughter, her stroller, car seat and a carry on luggage. I spoke and asked assistance from several different JetBlue employees which directed me to the tsa gate. I pushed my daughter in the stroller and the airport cart with my items through the airport to the 37 gate only to get there and be told that I couldn’t bring the airport cart any further. I asked how will I carry all these things through tsa to my gate and they just looked at me. NO JETBLUE OR AIRPORT EMPLOYEE OFFERED ASSISTANCE So that I could get through tsa with my items. They offered no solution. Because it was my first time traveling I did not know I could check the car seat and not one person who saw me lugging these things through the airport advised me of this. As i walked back to the check in customer service desk and employee from another airline saw that I was upset and crying and assisted me she walked me back to the jet blue line so that someone could help me. When I arrived back at the check in customer service counter they informed me that I didn’t have time to make it to my flight and they would have to rebook me. At this point my daughter is screaming as she wants to eat and we have been running around the airport for almost 45minutes now. I trusted JetBlue to make my travel with a toddler as easy and pleasant as possible. But the employees offered no help at all i asked 2 gentlemen to help me carry the car seat and both denied me one said “what am I suppose to do” and the other said “ once you check in your on your own if your traveling alone” unfortunately I was unable to rebook my flight as there were no other direct flights leaving out of EWR to Tampa today and I didn’t have the money, time or capability to travel to another airport to catch a flight. I am so overwhelmed and disappointed by how I was treated, I felt very alone and discriminated against for being a mother. Kindness costs nothing and not one JetBlue employee was able to offer any assistance. I pray that with this email JetBlue finds a way to make this right and maybe teach staff to be more sensitive to women traveling alone with children. I have never felt more alone and useless that I did today and I’m so disappointed that JetBlue has no policy in place to help. Why wasn’t I told at the check in counter that I could check the car seat? Why did no one offer any assistance so that I may have boarded my flight with my child safely and on time.

JetBlue has always been my preferred airline and I am so sad to say that this situation today has upset me to the point of not wanting to travel. I pray you all correct this issue and make this airline more family friendly.

For reference my itinerary details can be found with this confirmation #...

I fly domestically about 3 to 4 times a month. I’ve never used JetBlue before, but they have direct flights to Boston with more availability throughout the day, versus my primary airline. So I figured I’d give them a shot. Knowing that each airline does things slightly different from another, I wanted to be sure that my first experience wasn’t an inconvenience to myself. So the first thing I wanted to understand was their boarding process. Once I did some research, I decided to upgrade my seat so I’d be in boarding group A (the 1st group). My reasons why? I like a window seat, being able to get to the front of the boarding line eliminates the inconvenience of having others get out of their seat so I can get into mine. Guarantees overhead storage to put my bag in. More leg room (especially when combined with #2 and not having to stow my backpack under the seat in front of me. Things I liked about my JetBlue experience: Free WiFi- and it’s actually good The plane was fairly new and the personal screens were more modern and easy to use. Seats were comfortable (at least in the “more comfortable” part of the cabin. Tech at the gate when scanning your boarding pass. It’s kind of like entering a theme park or getting on a ski lift.

Here what I didn’t like about JetBlue: No first class The WEIRD BEHAVIOR of your flight attendant. Full stop

#2 has made it a deal breaker. Service always tops my list for everything I’m going to spend money on. First off, I paid extra to upgrade my seat and boarding priority. Their flight attendant denied from stowing my backpack into an overhead and was ordered to stow it under the seat in front of me. She then proceeded to allow other passengers in the boarding groups behind me to stow their roller bags and PURSES in the overhead. It was only after I demonstrated that my backpack was too big to fit underneath the seat fully did she allow me to stow in an overhead. Again, this is after many others behind me had already taken up all the overhead space. So she then crams it into an overhead multiple rows away from my seat. Then, while deplaning, she requested passengers close the overhead if they were the last person to remove their belongings from the overhead. Why? Shouldn’t they be open for when the next passengers board? Also, why are you making passengers do this? Maybe that’s how JetBlue instructs their flight attendants to be. I’ve just never seen any other airlines doing things like that. I find it quite ridiculous. What service was this flight attendant providing? Any way, will probably fly them a couple of times more just to see if this is how they do business. But I give one star for flight delay and serious lack of service to their...

We have a special need boy 8 years old with very rare gene deviation which makes huge developmental delay physically and mentally, he has a risk of falling and have to wear a special helmet at all times. When we approached to a gate representative to inquire about a stroller tag and ask if we can have an exemption to wear a mask on our son, the representative said right a way that he have to wear a mask at all time it's the law. We had the doctor note to prove his condition, and as we are aware that children under two and people with severe disability who cannot safely wear a mask are exempt from wearing a mask in public transportation including planes. She raised her voice and said that it's the law and he has to wear a mask! Then, I told her maybe she wants to put mask on him herself, she replied that is not her responsibility, and I don't have to be that aggressive, then my wife told me to stop to prevent the escalation and ruining our trip, and that was it, at least what I thought. After, when we boarded the plain same representative came to my seat and asked the guy sitting next to me what is his name, he told her his name. Looked like a normal check for me first. But then during the whole flight, one flight attendant was telling my wife every time she was passing through to keep the mask on my son when it was sliding down, even though the other people weren't wearing the mask, or half way, my wife even took the picture, as a proof, not any other attendant said anything though, so it was obvious that she was picking on us every time, and that check with the name of the guy sitting next, is just to show where I was sitting. The problem with my son, he won't keep the mask on even for a second, he will torn it off, or will rip it off immediately, he ripped off 3 masks, we had to ask for more from flight attendant, and I can't explain to him that he have to keep on at all times, maybe you guys can, so come and show me how it's done. Anyway over the years being a father of a special need boy I learned one thing for sure, people will never understand how is it to be a special need kid parent, and the most important thing is I will never ever wish this to my worst enemy of all to go through this in his life! It was...