Jetblue Airways

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1617 reviews
3/10
4 star Skytrax Rating
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4/10

"Excellent start to finish"

(United Kingdom)

Not Verified | Excellent start to finish. Most importantly good legroom, food and entertainment which is all you should expect in economy. Really efficient cabin staff. They are so much better than the big airlines now.
AircraftA321
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Boston
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
9/10

“ a positive experience”

(United States)

Trip Verified | I hadn't flown on JetBlue for years and was happy with this flight. Check-in at their terminal at JFK was easy and quick, as was checking baggage. I was surprised to receive an email that my bag was successfully loaded onto the plane. Terminal 5 is attractive and well-organized, with many good places to eat, shop or just sit and relax. The plane was full and boarding was slow. The plane was very clean, and seating was spacious. Unlike some other airlines flying across the country, the selection of entertainment on JetBlue was excellent, with free movies and free wifi. Snacks were good and beverage service was generous. The flight attendants were caring and professional. Although the flight left almost 30 minutes late, we arrived at our destination only 7 minutes behind schedule. Deplaning was slow. By the time I got to baggage claim, my bag was waiting for me. Overall, a positive experience with JetBlue.
AircraftA321
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNew York JFK to San Francisco
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

“Poor explanation and poor notification”

(United States)

Not Verified | The worst experience and treatment by an airline ever. 4am departure delayed 4 times at the airport with finally a postponement to 6pm because captain needed rest. Had to leave airport with luggage with nowhere to wait so rented a room to sleep. Rescheduled connecting flight via phone then flight was further delayed making it impossible to make connection a 2nd time. Another hour on the phone to get a flight out of Orlando the next day then flight was moved again forward to a time we could have made the connection. Once we arrived again at the airport the flight was again delayed. Poor explanation and poor notification. Told we could check on arrival to see if a room voucher might be possible. Lots of happy chatter from captain and crew which was out of place. Never again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAguilar to Orlando
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"This is very disappointing2

(United States)

Not Verified | I did the virtual check in which states no carry on/bags allowed so I paid to check 5 bags. When I got to the counter I was told I did not need to check my bags because they were small enough to take on the plane. Let the gentleman know the website said we were unable to take bags on, he states that is only bigger bags but that it is not specified on the site. We did not end up checking our bags and took them on the plane with us. The gentleman stated we can call JetBlue and get a refund. I called this morning and was told, too bad no refund. The check in website is very misleading and I did not use the services and now I'm told oh well, you already paid. This is very disappointing and should make people reconsider flying with this airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePunta Cana to Newark
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Horrible experience"

(United States)

Trip Verified | Employee in San Juan Puerto Rico assisting boarding flight B6 1634 need more training on how to be professional. He was very disrespectful toward me. I am traveling because a family member passed away and the last thing I need is for an employee to mock me. The staff used the speaker to let know customers that if you were in group F you needed to go over him, because the carry-on needed to be checked in. I went over and he explained that I needed to pay. I let him know I did not know and I had flown with JetBlue before and I thought the carry-on was free. He proceeds to tell me that I have to pay $65 or upgrade the seat. I asked how much it was to upgrade the seat and he started looking for pricing and responded that the price was $90. I understand that he is doing his job, and I understand that I needed to pay, but why make the additional comments and treat a customer so badly. I would never travel with Jetblue again. Horrible experience. I can not support a company where their employees do not show empathy to their customer.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Juan to Orlando
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"absolute worst travel experience"

(United States)

Trip Verified | The absolute worst travel experience I've ever had. Our connecting 10pm flight was cancelled so we went to the service desk to figure out lodging for the evening. We were told they were not handing out hotel vouchers, however we would be reimbursed up to $250 per person. They then placed us on standby for the next morning. When returning to the airport the next morning, we had to re-pay our baggage fees and were told our standby position had not been held and we'd lose our spot and be put on standby at the end of the line due to the prior service desk agents errors. Luckily, we were able to make the flight regardless of the lost spot. However, when attempting to be reimbursed for a $120 Uber ride to the closest available lodging and a $400 hotel bill, we were told the flight was not eligible because it had been cancelled due to weather. The flight had been cancelled due to no pilot being available but we were informed that he was delayed due to weather so we were still ineligible for reimbursement despite being told by the service desk we'd be reimbursed. We attempted every method to get reimbursed and were met with incapable, unhelpful agents who simply repeated the same thing and did not care that we were lied to by their agents. Horrible experience and we have not flown JetBlue since and never plan to.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Juan to San Diego via New York
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I did not qualify for the credit"

(United States)

Trip Verified | I booked flight 1436 from San Francisco to New York, which was scheduled to arrive at 1:37 PM. However, due to mechanical issues, the flight was delayed until 3:23 AM the next day. I was offered by a JetBlue staff to be assigned to a different flight, flight 1936, which arrived around 8 PM. This means that I arrived more than 6 hours later than my original arrival time. When I spoke to the agent about a credit delay, I was informed that I changed flight and therefore I did not qualify for the credit. I was referred to the JetBlue Customer Service Plan1, which states that customers whose flight is delayed 6 hours or more due to a Controllable Irregularity are entitled to a $200 credit. However, the plan also states that customers who voluntarily change their flight are not eligible for compensation. I find this policy unfair and unethical, as I did not voluntarily change my flight, but accepted the offer that JetBlue made to me in order to avoid further delay and uncertainty. I do not think that I should be penalized for taking the option that JetBlue provided me. I believe that I deserve the same compensation as the customers who stayed on the original flight, as I experienced the same inconvenience and frustration.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSantiago to New York
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

“never had a bad experience with customer service”

(United States)

Trip Verified | I have been a frequent customer of jetBlue's for the past 20 years and my past experience reaffirms my commitment to come back to them. I understand how people criticize the airline for delays, and I have had my fair share of delays on jetBlue, but I have never had a bad experience with their customer service. Every jetBlue employee I have interacted with has been nothing short of amazing. In terms of the hard product, the legroom can't be beat and their updated IFE makes sure there's something for everyone. If somehow theres nothing in the IFE for you, the FREE wifi has always been a perk I enjoy, and it was the first airline I can think of that offered this about 6 or 7 years ago. jetBlue has never done me dirty enough to swear off of them, so I plan to keep on flying with them for the foreseeable future.
AircraftA220-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Boston
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

“Awful as of late”

(United States)

Trip Verified | Awful as of late and disrespectful towards long time/frequent customers. I've been flying with JetBlue for over 10 years, for the first time in those 10 years I had to cancel or at the very least modify my flight to a different date, JetBlue refused any kind of consideration towards waiving the steep cancelation/modification fees, even though I did not request a refund but simply a travel credit for a future date, extremely disappointed in how poorly they would treat a long time customer, especially given their multiple delays (still sore about an 8 hour delay out of Boston this summer for which no compensation was offered) and other service deficiencies as of late. Will be switching to Delta for my frequent travel between San Juan and Boston.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteJacksonville, FL to Boston, MA
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"the seat was completely broken"

(United States)

Trip Verified | Purchased a Mint seat (one way) $1,474 + tax (SFO to JFK). Got onto the plane only to find out (in the air) that the seat was completely broken - no recline, bed, functionality at all. I notified the flight attendant, was told to call Jetblue and she would make a note that the seat was broken. Apparently that didn't happen. After multiple correspondence with Jetblue (phone calls & chat), I was issued only a $200 travel credit with no additional ability to contest this. The Operations associate implied that there was no proof because the flight attendant didn't make notes of this issue and this credit was “a courtesy.” The Escalation associate said that in the, “carriage contract, they cannot guarantee your seat works and $200 travel credit is the only thing they can do.” Sad that you can spend that amount of money and you're not guaranteed to get what you paid for. In addition, Jetblue will no longer fly to my local airport (BTV) in less than 2 months, so I would have to spend even more money just to try to use that credit at another airport - it’s pretty much useless to me now. Been a loyal customer of JetBlue’s so I’m very disappointed that they don’t stand by their product and purchasing a Mint seat is risky.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteSan Francisco to New York
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no