Complaints Resolution Official (CRO)
When JetBlue fails to assist a customer with a disability or there is a question about the JetBlue policies regarding assistance, Complaints Resolution Officials (CRO) are available upon request to assist. These JetBlue crewmembers have been trained in the regulations found in 14 CFR Part 382 and JetBlue's policies associated with them.
JetBlue's commitment to our customers with disabilities is to resolve the concerns at the airport you are traveling from or arrive in, so that your issue gets the attention needed. Just voice your concerns to a JetBlue crewmember and the CRO will come to assist and resolve your concerns.
If time does not allow you to speak with a CRO at the station, you are welcome to call 1-800-JETBLUE (538-2583) and ask for a CRO to discuss your concerns.
If you prefer to write into JetBlue, just visit jetblue.com and select "Contact Us". JetBlue always appreciates your feedback and the opportunity to learn from our customers.
Assistive device concerns
Proper handling of your assistive device is always a priority. When turning your device over to a JetBlue crewmember, be sure to provide any operational instructions and ask to fill out a battery tag to be attached to the device.
JetBlue offers a form that can be downloaded to assist in providing the operational information for your wheelchair. Download the wheelchair information form
If your assistive device is not returned to you in the same condition as when you gave it to JetBlue, it is very important to communicate any damage to JetBlue in a timely way. If you are at the airport, please go to the Baggage Office and report the damage immediately. If damages are discovered after leaving the airport, it is important to let JetBlue know within 24 hours of arrival for the claim to be considered. It is important to have a full assessment of the damages and repairs needed.