Author Topic: Mask Exemption on Jet Blue  (Read 3365 times)

Offline MDU

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Mask Exemption on Jet Blue
« on: August 18, 2021, 12:07:41 AM »
We have a 9-year-old son with autism who would never tolerate a mask. After a year of no travel, and not seeing family who live far away, we finally booked tickets for Rosh Hashana, assuming our son would easily qualify for the exemption and the rest of us would mask...

Turns out that even if one qualifies for the mask exemption, Jet Blue policy is that they must wear a FACE SHIELD!?! This is not indicated anywhere on Jet Blue's website, and is only communicated after initiating the exemption process and receiving a link to submit documentation of the disability. This is ridiculous. Our son would never tolerate a face shield any more than a mask. We even tried ordering a full face helmet with a chin buckle to act as a face shield but he rips it right off.

Any suggestions? Has anyone in a comparable situation tried flying Jet Blue with a mask exemption, and was the face shield requirement enforced?

Is there any way to contact Jet Blue legal and try to make a legality argument here?

On top of it all, when talking to a customer service manager (after a 6 hr wait), I mentioned that if required to wear a face shield we may have to cancel our flight, and he said it would be a $100 cancellation fee per person because we booked thru Priceline and therefore Jet Blue cannot waive the fee. I argued that the face shield is nowhere on the website so how could I be charged a cancellation fee, to which he countered that I should have contacted Jet Blue to find the details of the exemption before booking. This is absurd, as the website clearly indicates that there is a mask exemption for those with disabilities, yet does not mention that a face shield is required.

Any advice would be much appreciated. Thanks in advance.

Offline Dan

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Re: Mask Exemption on Jet Blue
« Reply #1 on: August 18, 2021, 12:09:29 AM »
File a DOT complaint.
Save your time, I don't answer PM. Post it in the forum and a dedicated DDF'er will get back to you as soon as possible.

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Re: Mask Exemption on Jet Blue
« Reply #2 on: August 18, 2021, 12:12:22 AM »
File a DOT complaint.

Our flight is in a bit more than two weeks. Any chance a DOT complaint could help for our trip?

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Re: Mask Exemption on Jet Blue
« Reply #3 on: August 18, 2021, 12:15:08 AM »
Our flight is in a bit more than two weeks. Any chance a DOT complaint could help for our trip?
No harm in asking for a refund and booking another option.
Save your time, I don't answer PM. Post it in the forum and a dedicated DDF'er will get back to you as soon as possible.

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Re: Mask Exemption on Jet Blue
« Reply #4 on: August 18, 2021, 12:34:59 AM »
No harm in asking for a refund and booking another option.

Gotcha. Thanks for the advice--that's definitely an option if all else fails.

Curious though if anyone has any advice for making this work within the Jet Blue system (our Jet Blue flights are at great times and were very reasonable--rebooking now to another airline would cost a lot more and would be at sub-optimal times...).

Offline steve2

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Re: Mask Exemption on Jet Blue
« Reply #5 on: August 18, 2021, 01:01:04 AM »
 Hope some of this can be of help:

1- Jet Blues policy had you clicked on Covid-19 Info HUb; (the last sentence is important and works against you)  The mask is not an ask.

Federal law requires masks to be worn by all travelers 2 years and older at all times throughout the flight including during boarding and deplaning, and in the airport. Any individual who fails to comply with this law may be subject to denied boarding, removal from the aircraft and/or penalties under federal law.
More on mask requirements.

    Mask must be worn properly, to cover nose and mouth.
    Masks with vents or exhalation valves are not permitted.
    Plastic face shields may be worn in addition to a mask but not in place of one.
    If conditions on board a flight necessitate, masks should be removed to accommodate the placement and wearing of oxygen masks.
    Customers with conditions that prevent them from wearing a mask should consider postponing travel.

 Also no where does it say a Face Shield is OK w/o a mask most carriers say its NOT could be in your childs case it will be.

That said AA is the opposite:  Face coverings Expand

U.S. federal law requires that you wear a face covering at all times while indoors at the airport and on board your flight If you refuse to wear one, you may be denied boarding and future travel on American. You may also face penalties under federal law.

These rules do not apply to children under 2, or if you have a disability that prevents you from wearing a face covering and meet the exemption requirements.

Visit the Centers for Disease Control and Prevention (CDC) website for more information about the mask requirement.

Requirement for face masks on planes and in airports Opens another site in a new window that may not meet accessibility guidelines.

You should bring your own face covering to use while traveling. While limited quantities of face coverings may be available at the gate, they will not be available for every customer on every flight.
Acceptable face coverings

    A mask or 2 layered secured cloth that completely covers your nose and mouth and fits snugly to the sides of your face and under your chin
    Face shields worn with a face covering, but not in place of one

But the above assumes that the CDC or some Fed Dept includes a person with Autism I personally dont know if thats considered a good enough reason

Lastly the CDC: Disability Exemptions of the Order

Who is covered by the exemption for ďa person with a disability who cannot wear a mask, or cannot safely wear a mask, because of the disability as defined by the Americans with Disabilities Actexternal icon (ADA, 42 U.S.C. 12101 et seq.)Ē?

Most people, including those with disabilities, can tolerate and safely wear a mask and are required to wear one as per CDCís Order. However, certain people with disabilities who, because of their disability, cannot wear a mask, or cannot safely wear a mask, are exempted from CDCís mask-wearing requirement.

The exemption is not meant to cover people with disabilities for whom wearing a mask might only be difficult or whose disability does not prevent them from wearing a mask or wearing a mask safely.

The following narrow subset of persons with disabilities are exempt from CDCís requirement to wear a mask:

    A person with a disability who, for reasons related to the disability, would be physically unable to remove a mask without assistance if breathing becomes obstructed. Examples might include a person with impaired motor skills, quadriplegia, or limb restrictions
    A person with an intellectual, developmental, cognitive, or psychiatric disability that affects the personís ability to understand the need to remove a mask if breathing becomes obstructed

The following persons with disabilities might be exempt from CDCís requirement to wear a mask based on factors specific to the person:

    A person with a disability who cannot wear a mask because it would cause the person to be unable to breathe or have respiratory distress if a mask were worn over the mouth and nose. A person with a condition that causes intermittent respiratory distress, such as asthma, likely does not qualify for this exemption because people with asthma, or other similar conditions, can generally wear a mask safely.
    A person with a disability requiring the use of an assistive device, such as for mobility or communication, that prevents the person from wearing a mask and wearing or using the assistive device at the same time. If use of the device is intermittent and the person can remove the mask independently to use the device, then a mask must be worn during periods when the person is not using the device.
    A person with a severe sensory disability or a severe mental health disability who would pose an imminent threat of harm to themselves or others if required to wear a mask. Persons who experience discomfort or anxiety while wearing a mask without imminent threat of harm would not qualify for this exemption.

 Now could be JB cant disallow what the CDC allows, if you find you child qualifys for the exemption, I still wouldnt fly with JB simply since the flight crew might not be up on it nor for your return. I would book with a Carrier like AA that has it plain and simple that they acknowledge that there are exceptions or any other Carrier that has this as their guidelines. Seems you are going for Yom Tif and the last thing you need is for a Capt to off load you and now you wont make it

I would quote JB The CDC rules if they in fact apply to you and thusly tell them they are not upholding US Law and to avoid a nasty PR issue and suing for the refund, they should simply tell PL to issue you a full refund.

Then do yourself 1 other favor dont book via any 3rd party site, book direct with the carrier, you dont need problems the day of travel and the carrier will tell you, you have to deal with the agency you purchased it from

 If your child doesnt fall into the CDCs exemption area then forget about flying, if you arent sure call The CDC tomorrow or the Agency for Disabilities before calling Jet Blue or book another tkt

 Wish I could help you out more , I hope the above helps you to get a Refund from JB and in finding which if any carrier you can fly with

 Either way fill out a complaint with DOT if you child falls into the Exemptions so that they can  let JB know they have to accept some one who is Exempted but only do so after knowing they are Exempt (not that it makes sense they should be) and calling JB and letting them know that and thusly a full refund is due you

 If you are still head strong about still flying with JB, bear in mind that if their website doesnt acknowledge there are exemptions most likely the ground crew and plane crews wont either, and I highly doubt that even if they agree with you that they messed up that it will reach all their employees 1-2-3 and it time for your trip. But that choice is up to you



Offline MDU

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Re: Mask Exemption on Jet Blue
« Reply #6 on: August 18, 2021, 11:00:02 AM »
Hope some of this can be of help:

1- Jet Blues policy had you clicked on Covid-19 Info HUb; (the last sentence is important and works against you)  The mask is not an ask.

Federal law requires masks to be worn by all travelers 2 years and older at all times throughout the flight including during boarding and deplaning, and in the airport. Any individual who fails to comply with this law may be subject to denied boarding, removal from the aircraft and/or penalties under federal law.
More on mask requirements.

    Mask must be worn properly, to cover nose and mouth.
    Masks with vents or exhalation valves are not permitted.
    Plastic face shields may be worn in addition to a mask but not in place of one.
    If conditions on board a flight necessitate, masks should be removed to accommodate the placement and wearing of oxygen masks.
    Customers with conditions that prevent them from wearing a mask should consider postponing travel.

 Also no where does it say a Face Shield is OK w/o a mask most carriers say its NOT could be in your childs case it will be.

That said AA is the opposite:  Face coverings Expand

U.S. federal law requires that you wear a face covering at all times while indoors at the airport and on board your flight If you refuse to wear one, you may be denied boarding and future travel on American. You may also face penalties under federal law.

These rules do not apply to children under 2, or if you have a disability that prevents you from wearing a face covering and meet the exemption requirements.

Visit the Centers for Disease Control and Prevention (CDC) website for more information about the mask requirement.

Requirement for face masks on planes and in airports Opens another site in a new window that may not meet accessibility guidelines.

You should bring your own face covering to use while traveling. While limited quantities of face coverings may be available at the gate, they will not be available for every customer on every flight.
Acceptable face coverings

    A mask or 2 layered secured cloth that completely covers your nose and mouth and fits snugly to the sides of your face and under your chin
    Face shields worn with a face covering, but not in place of one

But the above assumes that the CDC or some Fed Dept includes a person with Autism I personally dont know if thats considered a good enough reason

Lastly the CDC: Disability Exemptions of the Order

Who is covered by the exemption for ďa person with a disability who cannot wear a mask, or cannot safely wear a mask, because of the disability as defined by the Americans with Disabilities Actexternal icon (ADA, 42 U.S.C. 12101 et seq.)Ē?

Most people, including those with disabilities, can tolerate and safely wear a mask and are required to wear one as per CDCís Order. However, certain people with disabilities who, because of their disability, cannot wear a mask, or cannot safely wear a mask, are exempted from CDCís mask-wearing requirement.

The exemption is not meant to cover people with disabilities for whom wearing a mask might only be difficult or whose disability does not prevent them from wearing a mask or wearing a mask safely.

The following narrow subset of persons with disabilities are exempt from CDCís requirement to wear a mask:

    A person with a disability who, for reasons related to the disability, would be physically unable to remove a mask without assistance if breathing becomes obstructed. Examples might include a person with impaired motor skills, quadriplegia, or limb restrictions
    A person with an intellectual, developmental, cognitive, or psychiatric disability that affects the personís ability to understand the need to remove a mask if breathing becomes obstructed

The following persons with disabilities might be exempt from CDCís requirement to wear a mask based on factors specific to the person:

    A person with a disability who cannot wear a mask because it would cause the person to be unable to breathe or have respiratory distress if a mask were worn over the mouth and nose. A person with a condition that causes intermittent respiratory distress, such as asthma, likely does not qualify for this exemption because people with asthma, or other similar conditions, can generally wear a mask safely.
    A person with a disability requiring the use of an assistive device, such as for mobility or communication, that prevents the person from wearing a mask and wearing or using the assistive device at the same time. If use of the device is intermittent and the person can remove the mask independently to use the device, then a mask must be worn during periods when the person is not using the device.
    A person with a severe sensory disability or a severe mental health disability who would pose an imminent threat of harm to themselves or others if required to wear a mask. Persons who experience discomfort or anxiety while wearing a mask without imminent threat of harm would not qualify for this exemption.

 Now could be JB cant disallow what the CDC allows, if you find you child qualifys for the exemption, I still wouldnt fly with JB simply since the flight crew might not be up on it nor for your return. I would book with a Carrier like AA that has it plain and simple that they acknowledge that there are exceptions or any other Carrier that has this as their guidelines. Seems you are going for Yom Tif and the last thing you need is for a Capt to off load you and now you wont make it

I would quote JB The CDC rules if they in fact apply to you and thusly tell them they are not upholding US Law and to avoid a nasty PR issue and suing for the refund, they should simply tell PL to issue you a full refund.

Then do yourself 1 other favor dont book via any 3rd party site, book direct with the carrier, you dont need problems the day of travel and the carrier will tell you, you have to deal with the agency you purchased it from

 If your child doesnt fall into the CDCs exemption area then forget about flying, if you arent sure call The CDC tomorrow or the Agency for Disabilities before calling Jet Blue or book another tkt

 Wish I could help you out more , I hope the above helps you to get a Refund from JB and in finding which if any carrier you can fly with

 Either way fill out a complaint with DOT if you child falls into the Exemptions so that they can  let JB know they have to accept some one who is Exempted but only do so after knowing they are Exempt (not that it makes sense they should be) and calling JB and letting them know that and thusly a full refund is due you

 If you are still head strong about still flying with JB, bear in mind that if their website doesnt acknowledge there are exemptions most likely the ground crew and plane crews wont either, and I highly doubt that even if they agree with you that they messed up that it will reach all their employees 1-2-3 and it time for your trip. But that choice is up to you

Thank you for taking the time to respond so thoroughly. I agree with many of your points. I will point out that although Jet Blue writes that language about considering postponing travel, the do explicitly acknowledge the federal mask exemption: "Customers with disabilities who cannot wear a mask, or cannot safely wear a mask because of the disability as defined by the Americans with Disabilities Act, may contact us  to learn about qualifying for an exemption from the federal requirement to wear a mask when on board a flight. Exemptions will be limited on board each flight and will require specific documentation." And we did contact them and received a link to submit documentation for review. So it's not a mask I'm concerned about, it's the face shield requirement they sprung on us after we initiated the mask exemption process. Not that that ultimately matters...

Offline steve2

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Re: Mask Exemption on Jet Blue
« Reply #7 on: August 18, 2021, 11:19:09 AM »
OK thx for for the info, but it does matter since if The Feds dont require a face mask then JB shouldnt , could be they are allowed to, I dont know but I would assume they would have to accept what The Feds hold as The Law, But the main thing is where an Autistic person ( be it an adult or child) fall under The Disabilities Act and The CDC rules, and why I said to call both and find out before going after JB or making another booking

 Hope things workout for you and one way or another you're able to do the trip with your child

Offline biobook

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Re: Mask Exemption on Jet Blue
« Reply #8 on: August 18, 2021, 01:24:38 PM »

Turns out that even if one qualifies for the mask exemption, Jet Blue policy is that they must wear a FACE SHIELD!?! This is not indicated anywhere on Jet Blue's website, and is only communicated after initiating the exemption process and receiving a link to submit documentation of the disability.
This could be intentional. Publicizing the details of how to get an exemption makes it easier for people to take advantage of them, by claiming the need for an Emotional Support Lollipop, for example, and thereby making it harder for people like yourself who have valid problems with masks to be accommodated.  So this may be why they disclose the process only to those needing it.

Quote
Is there any way to contact Jet Blue legal and try to make a legality argument here?
Making a legality argument may put you in the right, but they will then see you as an adversary, which may make it more difficult to reach the solution you want.  And - I'm not a lawyer but - this may be legal.  IIUC the decision was that they must offer an exemption from mask wearing, but that doesn't necessary imply an exemption from anything else.  Some airlines are still restricting where exempted passengers can sit, how long in advance they need to check in, what documents they need, etc, so perhaps "wearing a face shield" is also within the new ruling.  This might be outdated, but other airlines reactions were summarized here:
https://wheelchairtravel.org/federal-government-airlines-must-waive-face-mask-rule-for-disabled-passengers/

Quote
On top of it all, when talking to a customer service manager (after a 6 hr wait),

You are patient!  Perhaps call again, at a different time, when a different customer service manager is on duty.  Instead of quoting the ADA/CDC regulations, present it as We have purchased a face shield, and are training my son to use it, but he is .... and we're concerned about....  What can I expect if.....?  I am sure other severely autistic children have flown, how has this been handled on the plane?  How can we work together to resolve this? 

At one time, JetBlue had a Disability Assistance Line.  I don't know if this is still active, or if it's all bundled into CS now, but worth a try to ask for their advice. Listed here:  https://www.jetblue.com/at-the-airport/accessibility-assistance/accessibility-information


Offline Yoel1

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Re: Mask Exemption on Jet Blue
« Reply #9 on: August 18, 2021, 03:18:47 PM »
Gotcha. Thanks for the advice--that's definitely an option if all else fails.

Curious though if anyone has any advice for making this work within the Jet Blue system (our Jet Blue flights are at great times and were very reasonable--rebooking now to another airline would cost a lot more and would be at sub-optimal times...).

I would email the CEO and cc The CMO as well as customer service, (do a simple google search for contact info) and explain the issue you are having, they will quickly respond in most cases,
try writing short and to the point, provide proof of medical diagnose as well as online account information, booking reference number, name, DOB so they may notate your account for the future.

Offline MDU

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Re: Mask Exemption on Jet Blue
« Reply #10 on: August 18, 2021, 03:29:41 PM »
Thanks all! Lots of good advice here. Gotta love DDF!

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Re: Mask Exemption on Jet Blue
« Reply #11 on: August 18, 2021, 05:27:08 PM »
A "reasonable accommodation" that does not in fact "accommodate" the medical issue is by definition unreasonable.

If your child cannot -- due to his disability -- wear a mask OR a face shield, they must offer another reasonable accommodation unless it would cause undue hardship.

I recommend reaching out the office of the CEO and general counsel, and cc'ing DOT, and describing your issue in a matter-of-fact non-emotional logic-based manner asap.
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Re: Mask Exemption on Jet Blue
« Reply #12 on: August 18, 2021, 06:12:45 PM »
I understand you are nervous and trying to prepare for your travel. However I donít expect any executive or official to grant you any official exemption.

98% of the time families do not get removed, as it seems Airline personnel are reasonable and accommodating (especially bigger Airlines with more professional staff). I do not believe you are that much worse than anyone else who has traveled with a young child. Just stay under the radar, try to pretend like your child is eating/drinking (a bagel is your friend). If asked try to have your child put the mask on, and hopefully the stewardess doesnít stay there until he does. Lastly if it seems the stewardess is not happy, then and only then should you point out that according to CDC regulations you are exempt. Bring a print out of the rules, and politely request that they confirm with the captain.

Anybody who flies with kids these days has a 0.05% chance of getting removed. Not less but not more. Try to relax. If you were still nervous perhaps book a second itinerary refundable tickets with another carrier just in case.

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Re: Mask Exemption on Jet Blue
« Reply #13 on: August 19, 2021, 08:03:12 AM »
A "reasonable accommodation" that does not in fact "accommodate" the medical issue is by definition unreasonable.

If your child cannot -- due to his disability -- wear a mask OR a face shield, they must offer another reasonable accommodation unless it would cause undue hardship.

I recommend reaching out the office of the CEO and general counsel, and cc'ing DOT, and describing your issue in a matter-of-fact non-emotional logic-based manner asap.

Agreed. I would also book alternative refundable travel with a different airline and go through their process if you need to take this trip in case you do not get a resolution in time.

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Re: Mask Exemption on Jet Blue
« Reply #14 on: August 19, 2021, 08:28:06 AM »
I understand you are nervous and trying to prepare for your travel. However I donít expect any executive or official to grant you any official exemption.

The airline has a process for requesting mask exceptions, so its fairly likely that with medical documentation substantiating the necessity theyíll grant that. The OPís issue is that the airline seems to be insisting on face shield even after their granted exception.

Unless you meant you doubt theyíll grant an exception to the face shield theyíd require. If this is the case theyíd be risking a ADA violation.

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Re: Mask Exemption on Jet Blue
« Reply #15 on: August 25, 2021, 01:10:33 PM »

At one time, JetBlue had a Disability Assistance Line.  I don't know if this is still active, or if it's all bundled into CS now, but worth a try to ask for their advice. Listed here:  https://www.jetblue.com/at-the-airport/accessibility-assistance/accessibility-information

By way of update (for those interested and for those who may find this helpful):

The JetBlue disability hotline linked above was super helpful. Wait time was much shorter (it is strictly for disability-related questions, this is not a workaround for general questions...) and the reps were much more understanding. Spoke to someone who confirmed that the face shield policy is non-negotiable and would likely pose a problem for us, so he offered to notate in the system that we could cancel for a full refund without any cancellation fees.

With this in hand, I found Delta flights with similar times that were only about $60 more expensive per person (x6...). Confirmed with a Delta rep that when one qualifies for a mask exemption there are no face shield requirements. They do not even require a doctor's note or a negative COVID test. The process involves a remote assessment at the airport with a doctor from Delta's medical support contractor called STAT MD.

Now that I had new flights, I called JetBlue to cancel the tickets. It was notated in the system, so should be simple, right? Nope. They insisted that although the fees were waived, "refund" could mean travel credit and not to original form of payment. With a 1-year expiration. I asked them how this makes sense if: 1) I am canceling my tickets based on a requirement not listed on the website, 2) I am trying to be respectful of their policy at the advice of JetBlue to avoid hassle at the airport and on the flight, 3) I was told I could cancel for a refund, and 4) last but not least, I am cancelling because their policy prevents my family from flying, and the same policy is in effect for the indefinite future, so my $2,000 of travel credit which expires in a year is likely useless?!? 

To make a long story short, I was transferred to a supervisor and then a CRO (complaint resolution office) and a few hours later I had my refund to my CC. BH.

Hope the Delta flights are as smooth as advertised. Will update if we have any issues.

Thanks again to all who responded!

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Re: Mask Exemption on Jet Blue
« Reply #16 on: August 25, 2021, 01:13:57 PM »
Spoke to someone who confirmed that the face shield policy is non-negotiable

Likely illegal.
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Re: Mask Exemption on Jet Blue
« Reply #17 on: August 25, 2021, 01:15:42 PM »
By way of update (for those interested and for those who may find this helpful):

The JetBlue disability hotline linked above was super helpful. Wait time was much shorter (it is strictly for disability-related questions, this is not a workaround for general questions...) and the reps were much more understanding. Spoke to someone who confirmed that the face shield policy is non-negotiable and would likely pose a problem for us, so he offered to notate in the system that we could cancel for a full refund without any cancellation fees.

With this in hand, I found Delta flights with similar times that were only about $60 more expensive per person (x6...). Confirmed with a Delta rep that when one qualifies for a mask exemption there are no face shield requirements. They do not even require a doctor's note or a negative COVID test. The process involves a remote assessment at the airport with a doctor from Delta's medical support contractor called STAT MD.

Now that I had new flights, I called JetBlue to cancel the tickets. It was notated in the system, so should be simple, right? Nope. They insisted that although the fees were waived, "refund" could mean travel credit and not to original form of payment. With a 1-year expiration. I asked them how this makes sense if: 1) I am canceling my tickets based on a requirement not listed on the website, 2) I am trying to be respectful of their policy at the advice of JetBlue to avoid hassle at the airport and on the flight, 3) I was told I could cancel for a refund, and 4) last but not least, I am cancelling because their policy prevents my family from flying, and the same policy is in effect for the indefinite future, so my $2,000 of travel credit which expires in a year is likely useless?!? 

To make a long story short, I was transferred to a supervisor and then a CRO (complaint resolution office) and a few hours later I had my refund to my CC. BH.

Hope the Delta flights are as smooth as advertised. Will update if we have any issues.

Thanks again to all who responded!
Glad to hear it was resolved in your favor

Offline dasmo801

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Re: Mask Exemption on Jet Blue
« Reply #18 on: August 25, 2021, 01:37:25 PM »
By way of update (for those interested and for those who may find this helpful):

The JetBlue disability hotline linked above was super helpful. Wait time was much shorter (it is strictly for disability-related questions, this is not a workaround for general questions...) and the reps were much more understanding. Spoke to someone who confirmed that the face shield policy is non-negotiable and would likely pose a problem for us, so he offered to notate in the system that we could cancel for a full refund without any cancellation fees.

With this in hand, I found Delta flights with similar times that were only about $60 more expensive per person (x6...). Confirmed with a Delta rep that when one qualifies for a mask exemption there are no face shield requirements. They do not even require a doctor's note or a negative COVID test. The process involves a remote assessment at the airport with a doctor from Delta's medical support contractor called STAT MD.

Now that I had new flights, I called JetBlue to cancel the tickets. It was notated in the system, so should be simple, right? Nope. They insisted that although the fees were waived, "refund" could mean travel credit and not to original form of payment. With a 1-year expiration. I asked them how this makes sense if: 1) I am canceling my tickets based on a requirement not listed on the website, 2) I am trying to be respectful of their policy at the advice of JetBlue to avoid hassle at the airport and on the flight, 3) I was told I could cancel for a refund, and 4) last but not least, I am cancelling because their policy prevents my family from flying, and the same policy is in effect for the indefinite future, so my $2,000 of travel credit which expires in a year is likely useless?!? 

To make a long story short, I was transferred to a supervisor and then a CRO (complaint resolution office) and a few hours later I had my refund to my CC. BH.

Hope the Delta flights are as smooth as advertised. Will update if we have any issues.

Thanks again to all who responded!

Its a shame that you have to go through this but I just want to say, this is Exhibit A for how a responsible adult handles this kind of thing. Dont make assumptions, believing that you hold the moral and maybe even the legal high ground and just show up at the airport with your cellphone ready to video the anticipated craziness that will likely ensue. Doing things this way will not get you onto the news and you wont be interviewed by YWN nor will you be the subject of a write up on DDMS but hopefully you and your fellow travelers will arrive at their destinations without avoidable delays.

Offline yeshivabucher

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Re: Mask Exemption on Jet Blue
« Reply #19 on: August 25, 2021, 01:45:01 PM »
  nor will you be the subject of a write up on DDMS
prob smart if dan does do a write up of this showing a good example on these situations should be handled