TravelTalkOnline Forums Travel and Vacation Forums British Virgin Islands Words can't describe how angry JetBlue has made me

Was supposed to be wheels up at 8:15 am this morning out of DCA for SJU where we (6 of us) would change to intercaribbean to EIS. After we were already asleep last night, around 10:30, JetBlue sent an email that our flight was canceled. No call no text. At around midnight they sent another email saying that they were not able to book us on any other flight to sju so.....good luck! Of course we didn't read any of this until we were up at 4 am getting ready to head to the airport.

Called jetBlue . .. estimated 264 minute wait time on hold. Lol. Called another ticketing company that services jet blue (arc services) and we're told that congratulations we can rebook you for Saturday morning..... But it'll cost you twice what you originally paid for your tickets. Told them I want my money back for the original tickets and they had the balls to claim that the flight was canceled because of a "government issue." Turned on the news and I can see all over the place that JetBlue can't staff its flights. So the government issue thing is complete b*******, aside from the fact that yes you do indeed need a pilot and a co-pilot to fly a plane.


It gets better. Called intercaribbean and they said well if you missed today's flight we can't get you to Tortola until Monday. JFC. I have a conch charter that I'm paying for starting this afternoon.

Had to scramble and find another flight, at a huge cost per ticket, for six of us tomorrow morning on Delta to stt. We'll have to spend the night there and ferry to road Town Saturday morning.

So thanks to JetBlue I'm out about 5k for new tickets and thousands more for missed vacation time, ferry costs, a one-night stay in St Thomas, a wasted set of six tickets on inter Caribbean....

Finally got a recorded voice call from Jet Blue at about 11:30 am that my flight was canceled and I should call their 1-800 number to figure out new plans.

Also have to pay for an additional covid test for all six of us because now we won't make it there within 48 hours of the last one.

I would look into a water taxi to get to Tortola same day if possible.

Wow. Words fail. What was the purported "government issue" they were claiming???

I felt sorry for myself because Jet Blue cancelled my flight from Ft Lauderdale to St. Maarten for June (booked ten months ago), and had to pay $200 more per person for a flight on AA. This was about 2 weeks ago. At that time, there was a story that Jet Blue was cancelling a bunch of their flights because of the cost of fuel.

And in your case, you got double-stuck with the separate tickets deal. A lot of people book tickets that way, but I have always been very uncomfortable with it.

George posted a cautionary note a couple of days ago regarding troubled skies ahead for the airline industry, which I found quite alarming at the time, although I didn't comment on it. I will go look for it now and bring it back to the top.

Best wishes..

That sucks. Cape Air is showing flights tomorrow from STT to Beef. Look into that: saves you ferry, hotel and gets you on the boat a day sooner.

You eventually will need to talk directly to Jet Blue.
After the first round of elevator wait music, sometimes you will be prompted for a call back number and not wait on hold.

We had the same flight out of DCA booked in January DCA-SJU-EIS. We canceled due to covid.
I was able to get them to refund my entire ticket price for the four people I booked on my JetBlue credit card.
I know it can be hard but be nice on the phone.

Hate to ask, but did you get trip insurance?

It's indeed outrageous and inexcusable. It has nothing to do with anything other than the company being poorly-run. There was an article in The Boston Globe the other day that recited how JetBlue had gone from being one of the darlings at Logan Airport to a scourge because of so many cancelled flights. https://www.bostonglobe.com/2022/04...-jet-blues/?p1=BGSearch_Overlay_Results. I love the airline industry and represented a number of carriers when before I retired, but JetBlue has really done a poor job of serving its customers and people are (justifiably) angry about the Covid excuse, including the fact that understandably, all carriers cut back due to Covid, but it was up to each company to be prepared to ramp back up to meet demand.

Then there's that small item of the $50B (that's "B" as in "billions") that Congress gave to the carriers during Covid, and note that as far back as November, members have been asking how and why some industry players are so ill-prepared, and note this excerpt form an article about cancellations back during the Christmas holiday: "It also angered lawmakers who had given the airline industry more than $50 billion in pandemic relief money over the last year and a half — based on the carriers’ promise that the cash would help them be ready for travelers’ return to the skies. Now Congress is demanding answers about why airlines have been so unprepared for the inevitable upswing in passenger demand, a question with big implications for the holiday travel season that kicks off this weekend." (https://www.politico.com/news/2021/11/20/airlines-pandemic-bailout-cancellations-523100). That JetBlue is still unable to get its operations on track is really inexcusable.

Did look into the water taxi but apparently tomorrow being Good Friday customs is closing at 3 pm. We can't make it before then.

Thanks for the advice all. Tried Cape Air but they show as sold out tomorrow for later flights, maybe for the same reason.

Definitely collecting videos and recordings and screen shots of all that happened today with JetBlue because I am sensing legal actions coming out of this.

Best wishes. Keep us updated.

Did you ask Island Birds?

Second this - Island Birds is wonderful. Call them - don’t email. They may be able to help. We have flown with them several times.

I
After 4 phone calls, 2 emails, and 2 inquiried thru their website, I finally had to give up on Island Birds. But I had a great experience with Bode Aviation. Highly recommended...

Oh Boy I feel for you - taking a similar route next weekend (from JFK). We have left ourselves no room for this kind of crap which I now know was a mistake.

Fingers crossed......

This is so awful for you. I can't imagine.
I can only hope you get full restitution!

I am sure it is too late but the Delta flights out of JFK are great flights, reliable and get you into STT in time for the ferry (usually landed by 12:30). We have always gone this route simply for fear of more legs=more possible logistical issues.

Praying you figure out something that salvages your trip time.

I have had problems with JetBlue several times over the past few months….I am avoiding them going forward…just had to use up my credits from them….

To give JetBlue some credit they have announced a 10% pull down of their flight schedule for the summer. Other airlines need to follow but so far no other management teams are willing to give up the revenue. It appears the current plan at most airlines is to hope for a summer without a single thunderstorm!
I will also add that some of the recent airline woes were induced by the FAA who has understaffed many ATC centers. JAX center in particular has been a problem. They control all north/south traffic out of Florida and have been putting out ground stops that are partly due to understaffing.

My niece flew Jet Blue JFK-SJU at the end of February. They were 1 hr 45 min. late due to a delayed crew. Fifteen people on the flight were connecting on Silver to Tortola - all of them missed their flight.

Jet Blue has onboard Wi-Fi, so we knew what was going on. Fortunately my SIL was able to get the kid a seat on Cape Air. I never boat after dark, but I wasn't going to let a girl who just turned 20, and who suffers from anxiety, spend the night alone in the San Juan airport hotel. We brought her home from Trellis Bay after dark. A family of five, with baby, heading for a rental on our island, all got stuck in San Juan, and there were no seats the following morning.

Jet Blue did refund the entire ticket from JFK to Tortola. But the Cape Air ticket cost plenty.

Maybe I am missing something (is it cost?) but why do so many opt to fly through San Juan when there are nonstop options? Granted I realize many airports don't offer that but I am seeing folks do this out of JFK where there are nonstops to STT that get in with plenty of time for the ferries. Do people really hate the ferries that much or is it something else?

We are DCA SJU EIS on that Jet Blue flight OP mentioned above and then Island Birds. We have had way too many issues with STT route and with this route we get in Moorings base by 2 and on the water by 330. With charter into EIS you get concierge service. More money but less hassle IMHO

The flexibility of Island Birds charter allows for Jet Blue down to SJU issues which haven't been many. SJU has way more options out than STT where we have been stuck many times. Going home SJU is routinely late to DC

DC only has direct flights to STT on a seasonal basis

Having said that the whole BVI boat experience as great as it is and as great as the people are has become more and more a hassle so we are going to pause for the foreseeable future

Skip

It's funny you say this because i agree with you. My group hates flying to STT and taking the ferry, although i don't know why! We did this our first trip to BVI's and i thought it wasn't a big deal but my family isn't having any of it .

Trip options:

1. Fly to San Juan, hop another flight to Beef, then taxi to marina which is usually a long taxi unless your starting in Trellis.
2. Fly direct to STT, ferry to Nanny and you're done.

I've argued this point to my family many times but we still fly into SJ.

I now changed my flight to a day earlier so we have a night to kill in SJU. Cant trust Jet Blue with any kind of connection it appears.

How do you "ferry to Nanny"?

Sorry - meant Road Town.

The issue with St. Thomas is the return portion of the trip...

Flying into to St. Thomas (in my opinion) is great. We have a place there so have flown in and out many times. Even with the COVID protocols and checked bags it has always been stress free and pretty fast to get from the plane to the car. Once you are on St. Thomas there are lots of options to get to the BVI. Although there aren't many flights to grab and they are expensive, you can get a flight over to Beef Island. Better yet, you can go over by water taxi or ferry. I always recommend to fly in the day before, spend the night at an inexpensive hotel (Windward Passage is close and easy) and take the first ferry in the morning or arrange a water taxi.

Coming back from BVI is another story... First, you have to clear in when you arrive on either water taxi or ferry (not sure about flying in from EIS as I've never done that). Water taxi makes this much easier than the ferry. With the ferry you could end up in a long line depending on how many people are on the ferry and where you are in that line. Then you jump in a cab to go to the airport. The St. Thomas airport can be a total nightmare for how long it takes to get through checking in/bag tag/customs/TSA. The line (especially for American) to tag your bags can be outrageous and then you have to get in a line to go through customs/immigration again, even though you just did it on arrival by sea. Once through that you drop your bag and then get in another line for TSA.

For the reasons above I would book my trip to the BVI in one way sections. For the trip there I would fly into St. Thomas, stay at a hotel and then ferry over the next day (if you have more than 5 people I would book a water taxi). For the return trip I would fly out of EIS through San Juan.

I have a different perspective than Caribbeangirl. We’ve been fortunate to be in and out of the islands many many times.

We typically fly in and out via STT and water taxi or fly between STT and BVI. Flying is super easy both ways via a private air charter - you are virtually the only ones going through STT customs on the way back and have concierge level service at EIS.

This past trip (returned Monday) we flew EIS- SJU on the return. Hated it. First off Delta partnered with Silver on the first leg. When we got to the airport we found it was 4 hours late which would cause us to miss our connection. Silver rerouted us on a Cape flight that had open seats but it also ran a little late. Plus we got to pay bag fees. Yippee. The SJU airport is a mess and it was a hike and a half with bags from the plane to the baggage belt to a hidden elevator to customs (thank God for Global Entry) then to the Delta check in counters for bag drop and through TSA. No signage anywhere. Airport was packed. 30 minute wait for restrooms. I kid you not. I much prefer STT - we have Global Entry and going through customs there is a breeze and everything is nice and compact. To each their own.

Yeah I imagine if you are on charter and have to return a boat, flying out of STT same day is probably impossible. We are land based and always make the trip from VG-STT for our early afternoon flight usually with time for breakfast and shopping. We always just hop the first ferries available. We were through customs in STT by about 9:15AM last trip.
We overnighted in STT coming home one year thinking it would make it less stressful but found that after spending time in the BVI really the last place you want to be is STT!

Totally agree on avoiding EIS-SJU on the way home. Chances of the EIS to SJU leg being late are high, which means you likely miss your connection. The inconvenience is amplified if your final destination is mid-west or west coast. I prefer to return through STT, ideally NOT on weekend, and if your flight is early afternoon or before, water taxi is the way to go.

If the cost difference isn't too great, we prefer flying in to EIS. Coming from west coast its hard to make the 230 ferry which means you are on the 5:00 ferry and not to your final destination until 7pm or later.

MIDiver...good perspective. I probably should have clarified that it has been a little over a year since I have flown through San Juan so it sounds like things have changed. Since buying our St. Thomas place it is easier for us to fly in and out of there and spend a few days at our place on either end. You are right and I forgot to mention that if you do fly out of St. Thomas, Global Entry is key although they have now merged the Red Caps and Global Entry so it is taking a bit longer to go through than it was previously. Make sure to bring your card. They have asked for mine every single time we flew out of there this year. Also, if you can avoid flying on the weekends it seems to be a little less crowded but it is always so hit or miss. In general we have had much better luck flying out on a Tuesday.

Thank you for the advice!!! We just booked One way to STT and return EIS back home with one ticket, fantastic!!! Thank you!!!

Everyone's experience is different. We've done three round trips through SJU in the past year without issue. Because we were using Cape Air coupons, we had to pick up and recheck our bags. They don't have luggage carts, so we used a porter. One connecting flight was on Silver. No issue there either.

My one trip on the Bomba Charger from St. Thomas, years ago, cured me of that route. It broke down a dozen times, spewing diesel fumes, which caused a baby to barf all over Ratman. They ended the run in West End, and we got to pay for a cab to Trellis Bay.

Some of our neighbors charter a plane from St. Thomas, which is a good option, if you have enough people to split the cost.

If you have the right amount of people a charter flight between SJU and EIS is the way to go. That cuts down the 1st or last leg issue.

STT airport flying out is a total nightmare. We go to STT 1-2x per year for land trips and always dread the return

agree also on not doing a weekend...great for charters to start off cycle as well

We’ve flown in/ferried in to the BVI in every way imaginable over the last 38 years. About 20 years ago we decided to always fly Delta to STT when flying commercially, then ferry, either public or private, to the BVI after problems on may flights through San Juan. We’ve used numerous airlines with many different reason for delays and luggage mishaps. I hope I haven’t jinxed myself with this post, but we have had ZERO issues with Delta over dozens of trips. Never a late flight that caused us to miss a ferry, not a single lost piece of luggage, and generally good flight services. Flights through San Juan have resulted in many delays (sometimes by a couple of days) for friends and more lost or delayed luggage than one can imagine. Although STT has it’s issues, we always get where we’re going pretty much on time.
P.S. For us, American always delivered the worst service with the most issues. We avoid AA like the plague.

Bomba Charger has been completely redone. Interior is like new. Seems to run well

SkinDeep--I hope you finally made it. Give us an update at some point.

They cancelled this mornings JFK flight too!! Can’t describe how happy we are to have come down yesterday and now enjoying my coffee in SJU leisurely awaiting our flight to Tortola later today in stead of doing the mad scramble.

VTSailor--Wow, I guess SkinDeep's experience saved you a lot of hassle. You need to buy him a painkiller or three. I wish SkinDeep would check in at some point and let us know what happened..

Oh it would be my pleasure for sure!

Since 1981 we have made the California-St Thomas-BVI trip 73 times.. Maui looks so good these days/

VTSailor- Which flight was cancelled out of JFK? PLease don't say Delta......

You can go on flight aware to check flight history. They will show you the last two weeks for free. The Delta JFK-STT flight has operated normally for the last two weeks with no significant delays.
My daughter just flew Spirit back from STT with her family. You won’t believe what they did to her. We are waiting to here from Spirit on how they intend to handle what happened.