Before the DoT reaffirmed that airlines must offer refunds on cancelled flights, airlines like JetBlue and United pushed things to the limits in refusing refunds.
JetBlue went so far as requiring changes to be greater than 24 hours in order to get a refund. It was sad to see a once customer-centric airline like JetBlue fall so far, but that’s been happening for years there as they pivoted from a strategy of delighting customers to delighting Wall Street.
The DoT reminded the airlines that what they were doing was illegal and that they would be hit with heavy fines unless they rapidly changed course.
They didn’t let me down this time either, as JetBlue emailed me regarding my dispute that I opened against them, that their new policy was to offer refunds for changes that are 2 hours or more and that I now qualified for a refund.
Thanks to the DoT for keeping the airlines honest!
Have you been successful with your DoT complaints?