JetSmarter was running a promotion earlier this month, offering elite members of other airline programs or those with over 1 million miles in their account the opportunity to status challenge and receive a 3 month JetSmarter Membership. I sent an email and receive the status match. One of the perks is the opportunity to book empty legs called Deals.

I logged into the app and found and empty leg this weekend from Atlantic City to New Haven, CT, and decided to book it. I received a confirmation via the app that I was all set to fly the Citation X.

Fast forward, as I get to the Signature Aviation FBO and check-in for my flight. The aircraft arrives and the passengers deplane, and I wait, and wait and wait… Finally the pilot gets off and walks around the plane, and on comes a mechanic. Next, the pilot comes into the lounge area and lets us know that they are having an issue with the left engine and that the flight is cancelled.

I was advised to reach out to JetSmarter and reached out to them via the app. I was less than pleased with their response:

We have received word that this flight has been cancelled due to a maintenance issue on the aircraft. As mechanical issues are outside of both JetSmarter and the operator’s control, we will be unable to recover this flight. Should you need any assistance making alternate arrangements, our concierge team would be happy to assist. We apologize for the inconvenience, and we look forward to servicing you in the future.

Bottom Line

I still have just under 3 months left on my trial membership, though based on this experience, I’m less than pleased that they don’t provide any support for mechanical problems. On one hand, I understand this was an empty leg and wasn’t paying for this flight, but I was confirmed through JetSmarter.

Have you flown with JetSmarter before? What has your experience been like with them?