[NAGDU] Horrible Experience with JetBlue

[carcione at access.net]

This is outrageous.  Is it time to start calling the media?  They beat the
heck out of the emotional support peacock.  They might at least show the
blind guy with his Seeing Eye dog being hassled by the airlines that
everyone despises.
How long, O Lord, how long?!
Tracy


-----Original Message-----
From: NAGDU <nagdu-bounces at nfbnet.org> On Behalf Of Michael Forzano via
NAGDU
Sent: Wednesday, February 21, 2024 5:20 PM
To: NAGDU Mailing List, the National Association of Guide Dog Users
<nagdu at nfbnet.org>
Cc: Michael Forzano <michaeldforzano at gmail.com>
Subject: [NAGDU] Horrible Experience with JetBlue

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
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