Jetblue Airways

A round trip in Jetblue Mint Class. Both flights were exceptional in every way, from start to finish. Seats, staff, food and entertainment - really the most enjoyable domestic service I have experienced in years. Only complaint, and it is minor, there was no lounge. Jetblue is doing business class right. Major legacy carriers - take note if you want to survive.

Terrible customer service with Jetblue Airways. I purposely selected a return flight on a specific day. However, the reservations somehow were changed to the day after. The two flights were identical in price, time, and airport. At first we attempted to change the flight. Ignoring the $90 fee, they wanted to charge an extra $270 per flight, though the flights are the same price, currently and when we booked them. Their website states we will "honor the lower fare". This is a lie. We then tried to fly stand by but they would not allow this either. The flight was not full either and it is highly unlikely to fill many seats the day of the flight. All I can say is that they have lost a customer for life.

I flew on JetBlue's new A321, and was very impressed. The seats were very comfortable for economy, snacks and drinks they give were great, and the staff was friendly! Out of the airlines I've flown on, JetBlue has been my favorite.

Normally I'm a big Jetblue supporter however my last trip really shows me how much the customer service quality has dropped. It was once a pleasure to fly with them now like most other airlines it had gone back to becoming a terrible experience. Although my bag fit in the designated carry on box they specified, they refused to let me carry it on and forced me to pay for a checked bag. This after my flight being canceled the previous day and forcing to rearrange my schedule. Above all else it was the lack of customer service or any polite attitude to a loyal customer.

We bought 2 Jetblue tickets from Seattle to New York. We did the online check-in 23h before the departure and our assigned places in the aircraft were 22E for my husband and 24B for me (BOTH in the middle). Even though we bought the tickets together and we were assigned 2 rows apart, we thought we could handle this situation at the airport, as we did before with other airlines. We arrived at the airport and went to the check-in counter to speak with someone. The lady there told us that there is nothing to do if we don't upgrade our seats for an 80$ fee as it looks like we bought the last two tickets and these were the last two places. When we arrived to the gate the gentleman there said "please come here if you don't have a seat assigned on your ticket in order to give you one". And that was the moment I realized we were fooled by this company. We went there and asked, how can we have bought the last 2 tickets in this aircraft and have the last two spots in the middle if there are people with no seat assigned? And he just told me “I said you can upgrade for 80$, if you don’t just have a nice trip, bye”. They were rude and impolite, they didn’t solve our problem and it was clear that they have a software that automatically assigns you and your partner far apart just to upgrade and pay more money. None of us was assigned at the window or the aisle because it’s harder to switch places in the aircraft with someone if you are assigned in the middle (if one of us would have had aisle or window seat would have been much easier). Overall, we were very disappointed and angry because they don’t have the desire to help you. (Even the tablets inside the aircraft have a swipe slot, to be able to pay if you want to use them.)

After asking the customer service agent at the gate why we were delayed, he responded rudely and treated me as I was stupid for not hearing a pilot announcement. I was sitting by the gate the whole time and didn't hear an announcement. From there I went to customer service to see what the deal was, as well as let them know that the man at the gate was not friendly at all. The service agent was friendly and gave dinner vouchers for the inconvenience. I was thankful. When I boarded - after the flight was delayed twice - there wasn't room on the plane for my computer bag. The flight attendant told me I would have to check it. After I suggested that we see if people can put a small bag under the seat in front of them, he responded saying that my bag would be checked, in a rude fashion. He said he didn't have to deal with me and called security. Not only is that not called for as I was no threat to anyone, but embarrassing. The security guard came down and even told the flight attendant that everything seemed fine. The flight attendant got the pilot and told him he didn't want me on the plane. I am currently sleeping at the airport and can't get home until tomorrow now. I am upset and embarrassed and the show the flight attendant put on. I was frustrated about the delay and bag situation, but certainly was not any kind of threat. The security guard have me a cot to sleep on. He was very nice. As I am writing, I am sleepless in NYC feeling violated and disappointed in the way humans treat other humans. It's not okay to treat other people this way.

I was positively surprised by the quality of Jetblue Airways on my flight from Long Beach to Anchorage. Both seat reservatations and luggage were complimentary. Staff was very attentive and a good selection of food and drinks were offered. Compared to other US airlines, the entertainment system is supreme - live TV and a variety of movies can be watched. On top of that, the WiFi was working properly throughout the whole flight.

So everything was fine for our 11:00pm Jetblue Airways departure to Fort Lauderdale. The inbound plane arrived a little late and we saw the ground crew (who was also the ticket counter crew) scurrying around. At 11:00 p.m. one of the staff announced something (in Spanish) and you could hear some people groan. Fortunately there was a bi-lingual person near us who said, "They just cancelled the flight." With that Jetblue announced the flight was cancelled (at 11:30 pm) and all passengers on our flight were to proceed to Gate XYZ, so we did. Once there the non-English speaking staff asked for our passports and wisked them away. An hour later they were returned to us (haphazardly) and we were told to stand in line for buses (no explanation given) but found out we were to be taken to Baggage Claim to get our luggage. We did and got our bags. Then we lined up again (not knowing what for) to get on buses to take us to a hotel. It was now 2:00 am so we complied. We got to the hotel and waited in line again to get a room. We were told we would be taken to the airport at 1:30 to board our flight. After an awesome breakfast (not kidding) we were told we would be taken to the airport at 8:30. Then we got an email saying we were booked on the 11:00 pm flight. But leaving at 8:30 wouldn't be enough time. We called our travel agent, who advised us to just go to the airport and demand to leave. We did and Jetblue got us out. Came to find out the flight we were supposed to be on didn't leave until 6:30 the following morning! Jetblue gave us credits, etc but if they are going to introduce new destination they have to staff the counters with competent staff who can communicate effectively with the passengers. In the future we will never travel with Jetblue to a destination that is new to them. Just not worth the risk.

There is only one direct flight that works for traveling on Friday evenings and it's the 8.10pm flight out of Fort Lauderdale. I usually fly first class US Airways around 7.30pm, but because this is a direct flight and gets me home much earlier, I've been attempting to use it. Key word: attempting. I've had three weddings to attend in Pittsburgh the past two weekends, one now and two in the previous weeks, for the third week in a row, my flight is delayed. Not due to weather, not due to mechanics, "just because" the woman at the counter said. It's not delayed just by a little bit, we're talking hours. When I schedule a specific time to fly, I expect to fly on time and if something comes up where the flight won't be on time, I expect to be informed and to be given alternative options. Not once have I received an email, a phone call, a text or even an apology. Unfortunately, for the third week in a row, JetBlue has failed to value my business and my time. I will get the "lovely" privilege of spending just a little over 24 hours in my home state, miss my business meeting that was scheduled for tonight. Not worth my money and especially not worth my time.

JetBlue continues to be our airline of choice when flying domestic. Check-in in Boston should have been a bit faster, but overall, this was an enjoyable experience. We opted for the "Even More Space" seats which offer 4-5 extra inches of legroom in rows 1-5 and 10-11. We also got priority boarding which is always nice. JetBlue's entertainment helped make the 6 1/2 hour flight seem like 1 hour. Their map is always helpful too. Due to the limited amount of flights JetBlue operates out of San Francisco, they only have 2 gates and they are both in the international terminal, so we had to walk pretty far to get to baggage claim. Once again, did not disappoint.