[NAGDU] Horrible Experience with JetBlue

Thu Feb 22 01:41:49 UTC 2024

Exactly. Since the very beginning of the interaction I kept saying that I'm blind and she's my seeing eye dog, I filled out the form already and can you please just add her to the reservation. There was no empathy or coppassion shown by these employees. I was viewed as in the wrong until my girlfriend and I somehow got through to them. It was really surprising, honestly.
Sent from my iPhone

> On Feb 21, 2024, at 6:39 PM, Tracy Carcione via NAGDU <nagdu at nfbnet.org> wrote:
> 
> 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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