JetBlew It

Yeah, I know: snowstorms screw up flights. But I've discovered that the chaos can be severely compounded. Take JetBlew, for example. Just prior to this storm that overtook the East coast, they upgraded their computer system which resulted in a planned outage. Seriously? In this day and age with testing, up/downtime statistics, sandboxes, etc.?

So here's what has happened so far on our "vacation":

• JetBlew changed our confirmation number due to the system change but never communicated the change. We could not log in to confirm: call #1
• Even the new JetBlew confirmation number shows an error on the online system (i.e., states that it doesn't match my last name) and my TrueBlew number says that I have no upcoming flights: call #2
• JetBlew canceled our flight out of the Roch so I scrambled to leave work, took the kids out of school and checked into a hotel in sunny Jamaica, NY: call #3 (due to high call volumes, we cannot handle your call at this time) and call #4 (40 minute wait time)
• Awoke early to discover that our flight to Barbados this morning was preemptively canceled -- long before the snow even dusted the ground: call #5 during which I was on hold for over an hour as I walked through the hotel, waited for the airport shuttle, took the shuttle and finally hung up as I entered the airport
• At the airport was told (with a straight face) that tomorrow's flight was fully booked and that the next flight with any availability was the 16th (i.e., the day before we come home). Huh? And there's nothing anyone can do?
• My new friend Dany must have been thinking "This'll get rid of her" as he told me to call JetBlew after noon to see if they opened new flights for tomorrow. If so, maybe we could get on one. 
• Called at 1:00 p.m. to see if they opened new flights, held for 40 more minutes and the lady basically laughed at me. She said, "I've never heard that one. Someone told you that?" She then said that my best bet would be to get on the standby list. Where? Oh yeah, gotta go back to the airport for that at least 24 hours before the flight (i.e., exactly when I was at the airport last time) 
• Back to the airport for me where I stood by the counter for 2 hours and 48 minutes while the entire staff tried to figure out the new computer system. First they could only get me on standby. Then they could get only my mom and kids on standby and I was kicked off. Nothing would work. It took six people almost three hours to figure it out. As far as I know, we're on standby. Standby on a full flight that's likely to be canceled, as well.
• Wait, six people all helping little ole me? Why yes because there were probably 30 JetBlew staff members standing around doing nothing in an empty terminal while thousands of people were on interminable hold with their call centers. Talk about poor resource allocation. 
• Interminable hold you say? Why yes and listening to on-hold messages like "Take a Vacation!"

Key lesson learned: JetBlew is a one-trick-pony.

In other words, without partnerships or reciprocal agreements, if your flight is canceled, you're SOL. They don't even suggest placing you with another carrier; they just ruin your vacation.

One guy next to me on line this morning was freaking out because he attempted to fly out last night and they wouldn't put him on the flight. They were asking for $450 because he was confirmed on today's flight. This morning, his flight was canceled and they couldn't rebook him until next Tuesday. I thought he was going to pummel someone.

The JetBlew woman who was handling him was curt and borderline nasty. "There's nothing we can do about the weather." (Aside, other carriers including Delta, American and Japan Air were still flying international. We could hear planes flying overhead throughout the day as we were stranded.)

She's right but a little compassion would go a long way.

I need a hug. And a suntan. Instead, my mom, kids and I are probably heading back to Rochester tomorrow filled with dashed hopes.

United breaks guitars. JetBlew breaks hearts.