Refund & Cancellation Policy

1 The 24-Hour Risk-Free Guarantee

We understand that travel plans can evolve rapidly within hours of reservation. Under United States Department of Transportation (DOT) regulation 14 C.F.R. § 259.5(b)(4) and JetBluePartners customer commitments:

• Applicability: Applies to all fare classes — including Basic Blue, Standard Economy, Blue Extra, and Mint Suites — provided the reservation was ticketed at least one week (168 hours) prior to scheduled flight departure.
• 100% Refundable Tender: Your refund will be returned in full to the original credit card, debit card, or electronic wallet without any service surcharge or processing deduction.
• Ancillary Reversal: All paid ancillaries (seat assignments, checked baggage, priority boarding) are cancelled and refunded concurrently.

To claim your 24-hour risk-free refund, visit “My Trips” on our website, enter your confirmation code, and click “Cancel Reservation” within 24 hours of ticketing. The refund is executed automatically.

2 Fare Class Cancellation Rules & Comparison

After the initial 24-hour window has elapsed, ticket cancellation rights and refund eligibility are determined by the specific fare family selected at booking:

JetBluePartners Bank Credits: Travel credits never lose their face value, have zero blackout date restrictions, and can be redeemed toward any future JetBluePartners flight or hotel package for up to 12 months from issuance.

3 Involuntary Cancellations, Significant Delays & DOT Mandates

When JetBluePartners cancels your flight or causes a significant schedule irregularity, your consumer rights are fully protected under federal law and our Passenger Bill of Rights.

3.1 Definition of a Significant Delay

Under U.S. DOT guidelines, a schedule disruption qualifies as a significant delay if:

• The scheduled departure or arrival time is shifted by three (3) hours or more for domestic flights;
• The scheduled departure or arrival time is shifted by six (6) hours or more for international flights;
• A connection is added that did not exist on the original itinerary; or
• The passenger is downgraded to a lower cabin class or departing from a different airport.

3.2 Prompt Cash Refund Right

If your flight is cancelled or significantly delayed and you choose not to accept alternative rebooking, you are entitled to a 100% full cash refund for the unused flight portion back to your original payment method, regardless of whether you purchased a Basic Blue or non-refundable ticket. You are not obligated to accept vouchers or travel credits.

3.3 Controllable Delay Amenities

When a delay or cancellation is within our operational control (such as aircraft mechanical maintenance, crew scheduling, or IT systems):

• Delays > 3 Hours: Complimentary meal and refreshment vouchers ($20 per ticketed guest) usable at airport restaurants and concessionaires.
• Overnight Delays: Complimentary hotel accommodations at reputable partner hotels, round-trip airport ground transportation shuttles, and overnight personal amenity kits.

4 Refund Processing Timelines & Payment Methods

We hold ourselves to strict processing speed commitments once your refund request is authorized:

5 Pre-Paid Seats, Baggage Fees & Ancillaries

If you purchased extra services and did not receive them, we ensure full and prompt reimbursement:

• Seat Assignments: If your flight is cancelled, or if an operational aircraft swap results in you being reseated into an equivalent or inferior seat, your seat fee is automatically refunded.
• Checked Baggage Fees: If your flight is cancelled, or if your checked bag is delayed by more than 12 hours on domestic flights (or 15-30 hours on international flights under new DOT baggage rules), your checked baggage fee will be automatically reimbursed.
• In-Flight Wi-Fi Packages: If satellite connectivity is inoperable for more than 50% of your flight duration, submit your session code for an immediate full refund.
• Pet-in-Cabin Fees: 100% refundable if cancelled prior to the scheduled flight departure time.

6 Medical Emergencies, Bereavement & Military Orders

We believe in treating unexpected personal hardships with grace and compassion. Under our Compassionate Waiver Policy:

• Passenger Illness or Hospitalization: If a ticketed traveler or immediate family member experiences serious sudden illness or surgery precluding air travel, submit a licensed physician’s certification. We will waive all change/cancellation fees and issue a full 100% Travel Credit or refund.
• Bereavement: In the tragic event of the passing of a ticketed passenger or an immediate family member (spouse, child, parent, sibling, grandparent) within 14 days of travel, submit a copy of the death certificate or funeral home notice for a 100% cash refund to original payment.
• Active Military Deployment: Active duty service members whose travel is disrupted by mandatory change of station or deployment orders are eligible for full cash refunds upon submission of military orders.

7 Step-by-Step Guide: How to Cancel Online

You do not need to wait on hold on the telephone to cancel your reservation. Follow these five simple steps:

8 Check Refund Eligibility & Status

Enter your confirmation details below to check your ticket’s refund eligibility or review the status of a pending refund claim:

9 Non-Refundable Items & Exclusions

Except where required by DOT mandate or our 24-hour guarantee, the following items are non-refundable:

• Completed or partially flown flight segments where the passenger utilized the carriage;
• Expired Travel Bank credits that have passed their 12-month validity period;
• Third-party service fees (such as hotel deposits, rental car daily rates, or travel insurance policies provided by partner firms);
• Fare differences resulting from voluntary voluntary passenger-initiated flight changes to higher-priced flights.

10 Refunds Department Contacts & DOT Escalation

If you have submitted a refund request that has exceeded our stated processing timelines, or require special handling for a bereavement or medical claim, contact our dedicated Refunds Unit:

Notice Regarding DOT Consumer Complaints: Under federal law, passengers who believe their statutory refund rights under 14 CFR § 259 or Part 260 have not been satisfied may submit an inquiry or formal complaint to the U.S. Department of Transportation Aviation Consumer Protection Division online at transportation.gov/airconsumer.