A credit card chargeback occurs after a cardholder initiates a merchant dispute with their issuing bank, the issuing bank will then charge back the transaction being disputed to JetBlue and the cardholder's account is credited. JetBlue will make every effort to avoid chargebacks by providing documentation to the issuing bank that the customer did in fact travel on their ticketed itinerary; however, if we are unsuccessful, a debit memo may be issued to the travel agency that issued the ticket.
JetBlue recommends that travel agents follow the below guidelines when processing credit card transactions.
Disclosure of Terms and Conditions
The terms and conditions of sale (i.e., deadlines, penalties, and/or fees for canceling, refunding, or exchanging tickets) must be disclosed to the cardholder prior to the transaction taking place.
To minimize the risk of financial liability in the event of a credit card chargeback, disclosure of the terms and conditions of sale must be made to the cardholder in writing and the cardholder's acknowledgment of such also obtained in writing.
Travel agents are reminded that they may be required to show proof that the cardholder, prior to the completion of the sale, accepted the terms and conditions of the sale. This is also true for sales initiated via the Internet or the telephone, i.e. non face-to-face transactions. Verbal disclosure of the terms and conditions of sale to the cardholder, as well as the cardholder's verbal acknowledgment of such, is not accepted by most credit card companies as a legitimate defense against credit card chargebacks related to a cardholder's claim that the terms and conditions of sale were not disclosed prior to the transaction taking place. In these instances, individual carriers reserve the right to invoice the sale back to the travel agent.
It is recommended that travel agents obtain credit card imprints and cardholder signatures on a manual Universal Credit Card Charge Form (UCCCF) for all transactions paid for with a credit card. Following this procedure for all sales including Internet and phone initiated sales, in addition to obtaining a valid authorization, will afford travel agents the best protection in the event of a credit card chargeback.
Per Section 8.4 of the ARC Industry Agents' Handbook, absent evidence of negligence or fraud on the part of travel agencies, their employees, sales representatives, or agents of the agencies, travel agents will be relieved of liability for debit memos that are issued as a result of a credit card chargeback provided the credit card acceptance procedures below are followed.
Follow the instructions and procedures contained in Section 8.0 and 8.2 of this Handbook.
Validate the credit card expiration date and effective date. Most credit cards will show an expiration date, which is usually located on the face of the card below the credit card account number. When the expiration date has passed, the credit card may not be accepted. Likewise, some credit cards will show an effective date. As with the expiration date, this too will usually be located on the face of the card below the credit card account number. Credit cards may not be accepted prior to their effective date.
Airline "On-Line" Card Exception to Step 2
The American Airlines Personal Credit Card (AA) does not have expiration and effective dates.
Complete at least one of the following procedures. Be careful to note exceptions since the applicability of each procedure may vary by credit card company. 3(a) - Manual Credit Card Imprint & Cardholder Signature Obtain and enter on the credit card charge form a complete and legible manual imprint of the credit card, as well as the cardholder’s signature. The credit card charge form must be physically imprinted and signed in the issuing agency. Compare the signature on the charge form to that which is on the signature panel of the credit card and verify that the two are reasonably similar. Signed and imprinted charge forms should be retained on file for a period of at least two years from the ending date of the sale report period during which the transaction occurred.
Carriers reserve the right to require travel agents to provide legible documentation substantiating compliance with the credit card acceptance procedures for a timeframe of at least two years from the ending date of the sales report period during which the transaction evidenced by the documentation occurred.
Note: Copies of credit cards (front/back) or copies of passports or other identification do not act as substitutes for a signed imprinted Universal Credit Card Charge Form.