JetBlue TrueBlue - kiosk : "reprint boarding pass" not an option outside of JFK?

So I was flying home from ORD this week. The hotel's printer was not printing my boarding pass such that it was legible.

"No problem", I said, I can just reprint it at the airport at the kiosk.

Only, that didn't happen. The kiosk said I needed to see an agent, and it couldn't find my reservation. The non-self-serve agent seemed quite busy, so I waited for help. I had no choice. I wasn't in a rush, but still...every other airline would have acknowledged my previous check-in and allowed me to reprint. Why didn't it happen this time?

The thing that confuses me, is that I know in the past, during the many times I have flown B6, I have reprinted a boarding pass at JFK, sometimes just to change seats. Just seemed like a no-brainer to me that this feature should be standard wherever you check-in. Is it not available outside of JFK?

I had trouble using the kiosk in FLL as well this Thursday


I didn't print my boarding pass at the hotel in Miami so I didn't need a reprint like you, but when I punched in my True Blue # (how many of you know it by heart? lol, mine's real easy to remember) it gave me that Oops print out and asked to see the agent.


I thought I was just too late to use a kiosk as it was 4:30pm and the boarding began at 4:50pm for a 5:20pm departure. But to be honest I don't know why it didn't work.


I even tried my Jet Blue Amex the second time and received the same error message.


--Russ

The kiosks are confusing, no question about it. However, it is possible to reprint a boarding pass at a kiosk at any location.

What sometimes happens is that the system will get stuck on an item that is not what you need and have trouble going back. In those cases, I have found the best remedy at the kiosks is simply to start over from scratch.

In response to TWA Fan, I should affirmatively say that I would never find the kiosks confusing. The interface, screensize, and overall design makes B6 an industry leader.

With that said, I should also add that in this case, I couldn't get access to my reservation using either the credit card swipe, the TrueBlue login , or the confirmation number option. So I started over, from scratch, twice.

Maybe something was up with the kiosks this week. My flight was Friday.

I didn't print my boarding pass at the hotel in Miami so I didn't need a reprint like you, but when I punched in my True Blue # (how many of you know it by heart? lol, mine's real easy to remember) it gave me that Oops print out and asked to see the agent. --Russ

I know my TB# by heart! :) I also know my Hertz, Delta, American and Starwood numbers off hand.

I usually don't use the kiosk, but the one time I did use it just over a month ago, I kept getting the "oops" screen. Therefore, I inserted a AmEx and it worked from there.

In response to TWA Fan, I should affirmatively say that I would never find the kiosks confusing. The interface, screensize, and overall design makes B6 an industry leader.

With that said, I should also add that in this case, I couldn't get access to my reservation using either the credit card swipe, the TrueBlue login , or the confirmation number option. So I started over, from scratch, twice.

Maybe something was up with the kiosks this week. My flight was Friday.
Two things about the kiosks:

1. It is much too easy to get an oops pass. Some people are put off by this and assume there is something wrong with their reservation. That adds a level of confusion.

2. Navigating to the reprint boarding pass link is not necessarily immediately obvious. This is also a little confusing

Otherwise the B6 kiosks are great although I would say, in all fairness to the competition, that most kiosks in use are pretty straightforward and usable.

Two things about the kiosks:

1. It is much too easy to get an oops pass. Some people are put off by this and assume there is something wrong with their reservation. That adds a level of confusion.

2. Navigating to the reprint boarding pass link is not necessarily immediately obvious. This is also a little confusing

Otherwise the B6 kiosks are great although I would say, in all fairness to the competition, that most kiosks in use are pretty straightforward and usable.

I rarely fly "confirmed" on us so I don't get to know the kiosk as much as I would like to. Sometimes customers ask questions about that thing that I honestly can't answer. I bought a ticket to SFO next month so I'm really going to put that machine to the test to see what I can do..

We just installed a bunch of upgrades to the kiosks, so hopefully the amount of "oops" goes away.. It's not just irritating for the customer, it annoys the crewmember as well. There's more upgrades coming online for April, 2008 that we are all excited about.

I had kiosk issues this afternoon at JFK and was pretty aggravated to have to stand in the huge line to "please see a service agent." I think the kiosk got confused because I tried to check in at home, but couldn't print the boarding pass and figured I'd just print it at a kiosk like I do for other airlines. I did not bank on having to stand in a line for 30 minutes because the kiosk decided to not find my reservation. I noticed that the line was long only because there seem to be A LOT of passengers who don't know how to use the self-service kiosks to check in for a boarding pass and then get in the shorter & faster line to hand in your checked luggage. They just get in the line for the service agent and have the agent do everything for them, tying up the passengers who actually need to see the agents. Well it feels better to vent.

I had kiosk issues this afternoon at JFK and was pretty aggravated to have to stand in the huge line to "please see a service agent." I think the kiosk got confused because I tried to check in at home, but couldn't print the boarding pass and figured I'd just print it at a kiosk like I do for other airlines. I did not bank on having to stand in a line for 30 minutes because the kiosk decided to not find my reservation. I noticed that the line was long only because there seem to be A LOT of passengers who don't know how to use the self-service kiosks to check in for a boarding pass and then get in the shorter & faster line to hand in your checked luggage. They just get in the line for the service agent and have the agent do everything for them, tying up the passengers who actually need to see the agents. Well it feels better to vent.
The key to making the kiosks work for you is to initiate the search with a different technique, either your TrueBlue number, or a credit card, or whatever didn't work the first time.

I get an "oops" card about 50% of the time I use a jetBlue kiosk, but the key is to not give up because, as you write, the baggage check line for those using the kiosks is much quicker.

The key to making the kiosks work for you is to initiate the search with a different technique, either your TrueBlue number, or a credit card, or whatever didn't work the first time.

I get an "oops" card about 50% of the time I use a jetBlue kiosk, but the key is to not give up because, as you write, the baggage check line for those using the kiosks is much quicker.

I would think that the key would be to program them so that they don't "oops" out 50% of the time, regardless of the method for initiating the search. But that's just me :p

I would think that the key would be to program them so that they don't "oops" out 50% of the time, regardless of the method for initiating the search. But that's just me :p

This was addressed with the latest round of kiosk updates. The biggest problem with the kiosk's didn't recognise some of the special codes such as INF for Infant, or PETC for pet in cabin. There is also another round of updates that should come online some time around April '08 as JAX2BOS stated.

The key to making the kiosks work for you is to initiate the search with a different technique, either your TrueBlue number, or a credit card, or whatever didn't work the first time.

I get an "oops" card about 50% of the time I use a jetBlue kiosk, but the key is to not give up because, as you write, the baggage check line for those using the kiosks is much quicker.

Well, at least currently I think the key to making the kiosks work is to not check in at home /hotel unless you know FOR SURE your printer will work.

The good news at least is that with B6, they don't overbook and your seat choice was guaranteed, so there really seems to be zero benefit now to checking in at home, especially if you want to avoid the aggravation.

Well, at least currently I think the key to making the kiosks work is to not check in at home /hotel unless you know FOR SURE your printer will work.

The good news at least is that with B6, they don't overbook and your seat choice was guaranteed, so there really seems to be zero benefit now to checking in at home, especially if you want to avoid the aggravation.

I like having my BP and going straight to the gate, though I am somewhat reknowned for leaving it on the printer in the office heading out to the airport. Or moving into one of the newly available seats at check-in (less of an issus on B6). As for never having a seat reassigned, it can always happen on any carrier for whatever reason the GA wants, and though not more likely on B6 than any others, it is somewhat less likely for checked in passengers.

The reprint option seems so easy and straightforward a process that it is surprising to me how much trouble B6 is having with it, regardless of the extra codes on a ticket.