JetBlue TrueBlue - Don't pay the EML upcharge bahksheesh; B6 will make you work for your boarding pass!

I booked a short notice business trip to upstate New York and when I went to check in on line, only EML seats were available.

Since I wanted to save the company some $, I decided to decline.

No $ = no boarding pass. OLCI told me to get my boarding pass at JFK.

I arrive the next day at JFK, where the kiosk automatically assigns me an EML seat and then seeks my credit card to charge me for the EML bahksheesh upsell.

When I decline again, it prints me a boarding pass without a seat number and tells me to get a seat assignment from a gate agent.

So, up to now, I book a short notice seat, and since there are no non-EML seats I have had to fiddle once with OLCI and waste time, fiddle with a kiosk and waste more time and then hang about the gate to wait for an agent to give me a seat assignment.

Three transactions to get a seat!

The GA claimed the flight was checked in full in the Non EML seating area, minus 2 pax and gave me a middle seat. Thus, according to the GA there was no other window/aisle seat left to assign.

However, after doors closed, the flight was at most 40% full. Plenty of aisle and window seats spread throughout the A320. Now I know a few no shows are normal, but almost 60% of the non EML seating area? And this was on a flight where the GA claimed all but 2 non EML seats had checked in!

Flight day had no unusual weather or flight disruptions that might cause a major series of misconnects.

So my annoyance w/B6 is that:

1) if you resist the upsell bahksheesh along the way, they will make you go through extra steps for that boarding pass and then eventually a seat assignment.

Nice way to treat biz customers.

2) I wonder if B6 deliberately "games" the system by filling up the seat map to show fewer aisle and window seats than are actually available so as to help encourage you into an EML upsell?

Perhaps this is far fetched, but the annoyance of the three step process to getting a non EML seating assignment when you resist the upsell is not.


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Two more points:

1) A couple of the FAs hanging by the GA podium overheard my request for a non middle seat and simply told me to move into an EML seat once after the plane boarded. I mention this because of another thread on whether it is permissible to move to an EML seat once aboard the plane.

2) TV screen went dark and stayed dark mid flight.

A couple interesting observations here...

1. The no assigned seat gamble for a free EML upgrade was discussed when EML first came out. At that time the general consensus was that the EML seats would only be assigned after all avenues to sell them had been exhausted. I don't think that you have too much of a leg to stand on in terms of a complaint about not being able to just pick one prior to boarding time. I do think that the system should be able to print you a BP with no seat assignment to get you into the airport, so that seems to be something that they can work on.

2. If they are artificially blocking seats in hopes of selling EML that is underhanded and dirty. I'd like to think that there is a good explanation for why 50 people suddenly didn't show up on your flight, but we don't have an official jetBlue presence here so that may not ever happen.

On the flip side, there's no really any risk of being denied boarding, so I'm not sure how alarmed I'd be by not getting a seat assignment at check in.

A couple interesting observations here...

1. The no assigned seat gamble for a free EML upgrade was discussed when EML first came out. At that time the general consensus was that the EML seats would only be assigned after all avenues to sell them had been exhausted. I don't think that you have too much of a leg to stand on in terms of a complaint about not being able to just pick one prior to boarding time.


If I wanted an EML seat I would have paid for one. For a 1 hour flight a non-EML seat is no big deal.

What I wanted at OLCI, and would like going forward, is that if I am booking at the last minute, that I should be able to get a seat assignment without going through the three steps and the upsell attempts foisted.

Failing that, at least the JFK kiosk should provide a non-EML seat assignment, instead of printing out a piece of paper and then requiring me to check in one more time (a third time).

As the gate agent was able to provide a non-EML middle seat why couldn't the kiosk have automatically assigned me that seat, instead of the upsell?

All this is an issue to me because: 1) I expect future short notice flights, 2) I don't want to be bothered to go through the three step process and the upsell, 3) B6 could have provided a non-EML seat instead of upsell at JFK at the kiosk, 4) as this flight was over a lunch time and I had to get to work upon arrival, I also wanted time to grab some of that overpriced sandwich food from T5. A seat assignment also enables me to board with the herd on an allegedly checked in full flight, so that my carryon is somewhere near my eventual seat.

Happy Jetting!

Sounds like the kiosk may have had a glitch and that's why it attempted to sell the EML seat. The EML seats aren't assigned unless it is the last resort. What may have happened when you attempted to check in was the non-EML seats were full so the kiosk attempted to charge you (glitch will forward to IT) and when you didn't want it, it told you to check with the gate for a seat assignment. Then somebody may have purchased an EML seat thus freeing a non-EML seat in the back to which the gate agent gave to you. I appologise you thought you were getting the run around while you tried to get a boarding pass. The kiosk shouldn't attempt to upsell if the rear of the cabin isn't full at least that is my understanding.

As we inflighters ALWAYS plead, please please mention your troubles, disappointments via the SpeakUp option, top right hand corner at jetblue.com The more we hear from our pax the more likely things will change.

I booked a short notice business trip to upstate New York and when I went to check in on line, only EML seats were available.

Since I wanted to save the company some $, I decided to decline.

No $ = no boarding pass. OLCI told me to get my boarding pass at JFK.

I arrive the next day at JFK, where the kiosk automatically assigns me an EML seat and then seeks my credit card to charge me for the EML bahksheesh upsell.

When I decline again, it prints me a boarding pass without a seat number and tells me to get a seat assignment from a gate agent.

So, up to now, I book a short notice seat, and since there are no non-EML seats I have had to fiddle once with OLCI and waste time, fiddle with a kiosk and waste more time and then hang about the gate to wait for an agent to give me a seat assignment.

Three transactions to get a seat!

The GA claimed the flight was checked in full in the Non EML seating area, minus 2 pax and gave me a middle seat. Thus, according to the GA there was no other window/aisle seat left to assign.

However, after doors closed, the flight was at most 40% full. Plenty of aisle and window seats spread throughout the A320. Now I know a few no shows are normal, but almost 60% of the non EML seating area? And this was on a flight where the GA claimed all but 2 non EML seats had checked in!

Flight day had no unusual weather or flight disruptions that might cause a major series of misconnects.

So my annoyance w/B6 is that:

1) if you resist the upsell bahksheesh along the way, they will make you go through extra steps for that boarding pass and then eventually a seat assignment.

Nice way to treat biz customers.

2) I wonder if B6 deliberately "games" the system by filling up the seat map to show fewer aisle and window seats than are actually available so as to help encourage you into an EML upsell?

Perhaps this is far fetched, but the annoyance of the three step process to getting a non EML seating assignment when you resist the upsell is not.


___

Two more points:

1) A couple of the FAs hanging by the GA podium overheard my request for a non middle seat and simply told me to move into an EML seat once after the plane boarded. I mention this because of another thread on whether it is permissible to move to an EML seat once aboard the plane.

2) TV screen went dark and stayed dark mid flight.

A few weeks ago I had a roundtrip on JetBlue. When booking, I bought an EML seat for my return flight (on an A320), but none were available on the outbound (E190 with just the four exit row seats for EML). When I checked in online before my outbound, no other seats were available. But when I got to the airport, I decided to test my luck at the kiosk. Sure enough, an EML (exit row) seat opened up. I fully expected the kiosk to charge me for it, but it just printed out the boarding pass and sent me on my way.

So I figured that, intentionally or not, you could select EML seats at the kiosk without paying the fee. Perhaps the reservation system thought I had already paid for EML because I had paid for the return segment?

So I figured that, intentionally or not, you could select EML seats at the kiosk without paying the fee. Perhaps the reservation system thought I had already paid for EML because I had paid for the return segment?

Could have been or what happened to you should have happened to Globehopper. JAX2BOS might be able to speak to how the kiosks are suppose to handle EML seats on a full flight as he did work the ticket counter before joining the inflight side. What is the saying.."live by technology, die by technology"?

Thanks all for your comments; in particular to JetBlueFA and JAX2BOS.

As I returned from the trip yesterday night, I was going to use the Speak Up function later today to express my concerns.

But to my surprise this morning I received a PM from Jet Blue's IT folks, based upon their reading this thread on FT!

I've since spoken with them to followup, giving more specific details. I've been informed that up to the VP level is aware of this issue and that they're investigating what happened.

As I learn more, I'll be glad to let you know the outcome.

I also brought up a new question... which is why the kiosk automatically assigned me a middle seat for the return flight (I did not make a seat selection earlier as only middle seats were available), yet at least one window and three aisle seats were available?

Perhaps these seats became available as a result of cancellations, movement to EML, etc.

I'm happy to learn that someone does read this forum and proactively followed up.

I had the impression after talking to B6 management that they were going to get back to me on the EML issue (after I provided more details to them).

I've heard nothing. They saw the original post and contacted me via FT.

They also said they were going to look up the aircraft tail number to check into the TV issues; B6 customer commitment mentions something about a credit for inoperable TVs. Again, no followup.

Perhaps the B6 wheels of progress grind slowly?

I had the impression after talking to B6 management that they were going to get back to me on the EML issue (after I provided more details to them).

I've heard nothing. They saw the original post and contacted me via FT.

They also said they were going to look up the aircraft tail number to check into the TV issues; B6 customer commitment mentions something about a credit for inoperable TVs. Again, no followup.

Perhaps the B6 wheels of progress grind slowly?

Perhaps they do grind a little slowly. Let me send off a quick email and I'll see if I can get the wheels turing a little more quickly. Bare with us as, not to blame the weather, but most company resources have been mobilized to deal with the 14+ inches of snow that is suppose to fall in JFK and BOS.

Perhaps they do grind a little slowly. Let me send off a quick email and I'll see if I can get the wheels turing a little more quickly. Bare with us as, not to blame the weather, but most company resources have been mobilized to deal with the 14+ inches of snow that is suppose to fall in JFK and BOS.

Thanks JetBlueFA for all you do here!

Later when you get your Navy ship commission, please pop back here and let us know which ship it is!

Perhaps they do grind a little slowly. Let me send off a quick email and I'll see if I can get the wheels turing a little more quickly. Bare with us as, not to blame the weather, but most company resources have been mobilized to deal with the 14+ inches of snow that is suppose to fall in JFK and BOS.


Perhaps by action or coincidence, on Monday, 2 March I received a followup call from the same person I've been speaking with at Jet Blue. During this cordial call he cited the reasons the JetBlueFA mentioned--the snowfall as absent the lack of followup.

Three interesting points from this call:

1) B6 is interested in doing something better to address the root issue, which is why I posted this topic in the first place. Again I suggested that OLCI generate a gate pass for seat assignment by the Gate Agent. Or better, yet, that OLCI allow customers access to those same non-EML seats that a gate agent would assign. This cuts down the number of steps required.

2) According to B6, only 12 empty seats were available on the outbound JFK flight I mentioned. He said this was doublechecked. I cannot fathom how B6 could be so far off the mark in their load factor versus actual on board load factors.

I estimate that there was at best a 40% load factor that flight, and I do know how to estimate these things. So this brings up an interesting issue--why is B6 so far off the mark on this. This reminds me of the saying "who are you going to believe... me or your lying eyes?" :confused:

3) I asked (again) about the inop video credit.

Initially I was told that I was not eligible for that credit because: a) I changed seats, and the changed seat with the in operative video would not have been an issue had I not sat in it! b) perhaps that seat was blocked from seat assignment during the check in process because of the inoperative video (even though it did show up as available during the kiosk check in), c) I could see the video at one of the other adjacent seats (the inop video randomly affected certain seats throughout the cabin that flight).

After I mentioned the customer commitment, I was told that a credit would be emailed to me.

Five business days later after my last conversation on this matter, and several weeks later after the original flight date, I am still waiting. :td:

And this is for a credit that the gate agent told me would automatically show up. :td:

I'm not so concerned about the credit per se, but if this is the customer commitment, then please followup without a lot of jawboning on my part.

Just to reacquaint myself with the CompanyBlue commitment (my compnay is a member of CompanyBlue (this could have a double meaning given current economic conditions)):

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JetBlue values corporate travelers' time as much as they do. That's why we're giving CompanyBlue travelers the CompanyBlue Service Commitment on every flight.

See the table below for details on how JetBlue will make it up to you if your JetBlue flight is canceled, delayed more than two hours, or experiences an interruption to DIRECTV® service.

Note that all travel vouchers are in the form of credits and will be issued to the traveler.

Delay/Service Issue Duration How we’ll make it up to you

Canceled Flight* Free one-way voucher equal to the value of the
affected trip.

Maintenance Between 2 and 4 hours $50 travel voucher

Maintenance Between 4 and 6 hours Free one-way voucher up to the value of the purchased one-way trip.

Maintenance More than 6 hours Free round-trip voucher up to the value of the purchased round-trip travel.

Missed connection due to maintenance delay Free one-way voucher equal to the value of the affected trip (up to $299).

Weather* More than 3 hours $25 travel voucher

Technical Stop** $25 travel voucher

DIRECTV® out of service Less than 1.5 hours $5 travel voucher

DIRECTV® out of service Between 1.5 and 3 hours $10 travel voucher

DIRECTV® out of service More than 3 hours $15 travel voucher

*Cancellations due to weather conditions are excluded. JetBlue will, however, respond to weather-related delays and cancellations on a case-by-case basis.

**A technical stop is defined as an unscheduled stop for any reason.

If we fail to meet any of these commitments, please click on the "Speak Up" button to let us know. A CompanyBlue Crewmember will respond to your inquiry within 48 hours.


We appreciate your business and hope all of your skies are JetBlue!
______

So folks, we're talking about claiming a grand total of a $5.00 credit here--but the process is kind of akin to extracting blood from a stone.

The OP was well worth reading if for no other cause than the use of a term (found only in extended vocabularies and fast falling from usage or comprehension).

I applaud the use of "Bahksheesh" which no matter the choice of transliterative/translative spellings remains grand and descriptive word, any attached "racist" opprobrium undeserved and only apparent to super-sensitive blivets.

I'm new to this forum - what's EML?

Thx

I'm new to this forum - what's EML?

Thx
Even More Legroom. The extra legroom seats at the exit rows and also in the front of the A320s.

Let me make a couple of more inquiries into the status of your claim as well as the credit. Sorry it took me so long to get back to the forums. I've been home with almost no internet. Want to talk about bad customer service, let's talk about Comcast :mad:

Thanks for the post Globehopper. I noticed the same issue 2 weeks ago when flying from LGB to JFK. I booked the flight and no seats were available other than EML, so I was told that I would have to wait until the day of the flight for an assignment. When I attempted to check in using the kiosk at the airport, since no other seats other than EML were available, a seat would not be assigned until I entered a credit card.

When I refused to swipe my card for the $30 upsell, the boarding pass printed saying that I could get a seat assignment at the gate. When I got through security and checked in with the gate agent, she informed me that there was one seat available in the last row of the plane (ugh!) or I could get an EML exit row seat. I told her I'd rather have the exit row, and she assigned me the seat with no charge.

This is a definite change from what the policy was earlier (not sure when it was changed, but I flew in December and was able to get an EML seat via the kiosk for no charge, since no other seats were available.) Having to go to the gate agent to get the seat assignment was annoying (at least I ended up getting an EML seat!), but the kiosk definitely seemed to be "re-programmed" to much more strongly encourage (almost force) users to swipe a credit card for the EML seats. Many passengers probably don't even realize that they can click "Cancel" when prompted for a credit card on the kiosk, and pay the fee thinking that this is the only way they can get a seat.

Many passengers probably don't even realize that they can click "Cancel" when prompted for a credit card on the kiosk, and pay the fee thinking that this is the only way they can get a seat.

If this is an accurate description of the way seat assignment on nearly full flights is working, it reflects badly on JetBlue. Not only that, but some class action hound will probably try to make hundreds of thousands of dollars for himself while we each get a coupon for one EML seat. JetBlue should fix the kiosk software ASAP. Just my opinion.