Jet Blue has today announced it's own voluntary passenger bill of rights (PBOR) - which will be highlighted prominently on its website (at least for now). Further they have decided to apply it retrospectively to those affected by delays last week.
The details are:
Cancellations
- Passengers have the choice of full refund or put on alternative Jet Blue flights at no cost.
- If cancelled at less than 12 hours notice due to Controllable Irregularity (whatever that means as it isnt defined in the PBOR), passengers will also get a Jet Blue voucher for the fare paid.
Is this on top of the full refund/rebooking?
Delays
If Controllable Irregularity (that term again), then delay of:
- 1-2 hours = $25 Jet Blue voucher
- 2-4 hours = $50 Jet Blue voucher
- 4-6 hours = Jet Blue voucher for the fare paid (one way)
- 6+ hours = Jet Blue voucher for the fare paid (round trip)
Involuntary Denied Boarding
$1000 if the result of overbooking.
Ground Delays
Once passengers spend 5 hours onboard Jet Blue will deplane.
Ground delays of:
- 30-60 minutes on arrival = $25 Jet Blue voucher
- 1-2 hours on arrival = $100 Jet Blue voucher
- 2-3 hours on arrival = Jet Blue voucher for fare paid (one way)
- 4+ hours on arrival = Jet Blue voucher for fare paid (round trip)
- 3-4 hours on departure = $100 Jet Blue voucher
- 4+ hours on departure = Jet Blue voucher for fare paid (round trip)
Contract of Carriage
Jet Blue intends to incorporate their PBOR into their contract of carriage.
My comments
It is a start and by putting it into the contract of carriage it will have binding impact (at least until contract of carriage wording is changed). That is good.
Not so good the unequal treatment of delays on departure and arrival - what were they thinking? Apart from involuntary denied boarding (IDB) the compensation is wholly in vouchers, which effectively devalues it significantly and imposes a lesser penalty on itself than cold hard cash would do.
Thirdly, the longer delays providing compensation in the amount of one-way vs round-trip fare is odd - not everyone travels round trips any more and some fares could be ridiculously low. How will someone on a say $80 fare feel being given a voucher for $80 after a 5 hour delay? Not happy I would guess.
It will be interesting to see the reactions to this airline PBOR.