[NAGDU] Horrible Experience with JetBlue

[Michael Forzano]

Hi All,

Below is the text of the DOT complaint I submitted yesterday regarding my
experience with JetBlue this past Sunday. I wanted to post here so the
board is aware in case it helps in our advocacy efforts, and so that the
NAGDU community is informed of the kinds of experience that await you if
you choose to fly this airline.

On February 18, 2024, I traveled from New York (JFK) to Fort Lauderdale
(FLL) on JetBlue flight 1401. I am blind and travel with a Seeing Eye dog.
I filled out the required DOT form weeks before my flight and received the
email from the Open Doors Organization, which JetBlue partners with, that
my travel was approved. At JFK Terminal 5, JetBlue has instructed the TSA
boarding pass checkers not to let anyone with a dog through unless they
have the dog listed on their boarding pass. Mine was not, so I was told
that I needed to go to the check in counter. I refused and asked to speak
with a supervisor. As I checked in online, I should not have to go stand in
another line and requiring this of me is discriminatory.



Most of the employees I dealt with were rude and confrontational, and would
not listen when I explained that I had filled out the form and it had been
approved. I even showed them the approval email from Open Doors which
confirmed I was approved to fly with my guide dog on the applicable
confirmation number. The email is also attached to this complaint. I was
even asked to fill out the form again despite having the email proving I
had already filled it out. As a totally blind person, filling out a print
copy of a form is not something I am capable of doing. I had to argue with
4 different people before a supervisor finally agreed to just add my dog to
the reservation. At the end of it, I was told that it was a glitch in the
system where even though I filled out the form it was not linked to my
reservation. The last employee I spoke to even said he has a family member
who has a guide dog, and this happens to them all the time. This is
absolutely unacceptable. All said and done, I wasted a half hour of my
time, with my girlfriend and I standing there humiliated as people streamed
past us going through TSA. It was beyond embarrassing and the emotional
toll this incident has taken on me is significant. I worry that in the
future, I will end up missing a flight because an issue such as this one
occurs.



It's one thing to have these burdensome forms to deal with, but another for
the systems to not work correctly so that people who follow the rules are
still penalized. I fly every month and have flown just about every US
airline since the regulations have gone into effect and this is by far the
worst experience I have had. Most airlines are at least respectful and do
their best to work with us, but not JetBlue. Throughout the whole ordeal, I
was talked down to as if I didn't know what I was doing and this was my
fault, and it took literally half an hour and 4 people for them to admit
that the airline dropped the ball.


I am filing this complaint as JetBlue needs to be held accountable for
their mistake. I would like to be made aware of steps that JetBlue is
taking to prevent this from happening again. The systems need to be
rectified so that the forms are correctly added to the reservation when
filled out, and JetBlue employees need training on how to interact with
customers with disabilities and how to treat them with the dignity and
respect they deserve.


In addition to the DOT complaint, a complaint was filed on my behalf by
airport staff. JetBlue responded today, denying any wrongdoing under the
DOT rules. They stated that my dog was added to the reservation on December
31, when I filled out the form, and that she wasn't listed on the boarding
pass due to a technical glitch. Despite having to relive the entire
experience on a phone conversation with their executive team, they were not
at all apologetic about the conduct of their employees and refused to offer
me any compensation even when I explicitly asked for it. Apparently, we are
expected to live with these "technical glitches" and just suck it up and
deal when we are held up at the airport. They have also given me no
guarantee that this won't happen on my return flight on Saturday. At this
point, I'm considering cancelling and booking with another airline, even if
it would cost me over $600 for my girlfriend and I.


I'm truly frustrated with not only what happened but their totally
inadequate response as well.


-Michael