JetBlue $250 reimbursement for hotel expense due to cancellation
Two weeks ago I was on a flight out of Traverse City. While on the plane they had to cancel and we all had to get off due to an engine issue. This flight was after 8:00pm and they didn’t cancel until after 10:30pm after they tried to fix the engine issue but couldn’t. They could not get me on a flight until after 8:00pm the next day.
The Customer Service Plan link to book a complimentary hotel said “no hotels available”. The customer service agent told me to book my own hotel and JetBlue would cover it once I send in the receipt.
There was only two hotel rooms left nearby which I booked that came to $497 for a double queen room at the Park Place Hotel. A 3 star hotel and the ONLY one I could find for myself, husband and 6 and 8 year old.
After I sent in my receipt I was given $250 instead of the full price of the accommodation which was stated to me. I talked to one agent who said “it’s meant to ‘help’ offset costs. Another said their cap is $250 and its policy, I asked her to send me their policy and she said this is stated in the customer service plan and contract of carriage.
I asked her to pull it up because it does NOT state that. There is no CAP written anywhere. Rather the Contract of Carriage states “If a Passenger's travel is disrupted due to a Controllable Irregularity and the Passenger experiences a Departure Delay of six (6) of more hours, Carrier may, upon request from the Passenger, provide the following amenities: meal vouchers and/or a hotel voucher.”
The Customer Service Plan states: “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.”
Is this not fraudulent and deceptive practices? I have filled out a DOT complaint form over this as well. The customer service agent on the phone said “hmm I actually can’t find that $250 cap. I’m going to have to reach out to someone else who may be able to find it”. I told her she couldn’t because it does not exist.
This is deceptive, a policy that is not explicitly stated to customers ANYWHERE. This $250 cap language is not stated in any document anywhere. Rather to the customer it appears that they would cover your entire hotel accommodation as long as it’s “reasonable”.
Has anyone been successful in obtaining their full reimbursement amount?