JetBlue faced criticism recently for providing inadequate compensation following an in-flight ordeal that led a couple in their 80s to spend over $5,000 on seats with broken functionality during a transcontinental flight.
The incident occurred during their journey from Boston Logan International Airport (BOS) to Los Angeles International Airport (LAX) in November of last year.
JetBlue’s premium class, JetBlue Mint, typically reserved for select routes including cross-country and transatlantic flights, promises complete dining service and fully lie-flat beds, which were expected to be in proper working order, contrary to this particular experience.
The ordeal unfolded when 83-year-old Wally and Meredith Stevens embarked on a trip to Southern California to celebrate their 60th wedding anniversary.
Opting for Mint class seats for added comfort on the lengthy flight, they were met with disappointment as Wally’s seat remained stuck between upright and flat positions, while Meredith’s seat couldn’t recline fully.
Though the cabin crew managed to adjust Wally’s seat, neither could enjoy the intended comfort. The couple found themselves dissatisfied with the experience, especially since the flight was reportedly full, leaving no alternative seating options, including in economy.
JetBlue’s initial offer of $400 in travel credit, equivalent to eight percent of their ticket cost, failed to assuage the couple’s frustration. Despite JetBlue’s subsequent increase in the travel credit to $1,200, the couple remained adamant about their decision not to fly with the airline again.
Reports suggest that JetBlue was aware of the broken seats before the flight but failed to inform passengers, sparking further discontent among travelers.