JetBlue TrueBlue - Lousy LAX Experience

I was excited to hear that jetBlue was expanding to LAX. Yesterday (on my all-you-can-jet pass I might add) I departed LAX to JFK with jetBlue for the first time. The flight was 672 leaving at 12:50pm.

What a miserable experience.

The check-in area is very small. The few self check-in kiosks that exist are located at the front desk. As a result, they are all blocked by passengers dealing with employees. The worst part of the experience though was security. The line snaked through the terminal, well out the door, down the sidewalk (almost to the next terminal). It took over an hour to get through. It seems that everyone in the terminal, once airside were sprinting for flights. I'd hate to have a business there as no one has time to shop. For us passengers, it meant that most did not have time to buy food for the long transcon flight ahead.

I know this is not directly jetBlue's problem, but as a tenant in that terminal, I believe they need to do a better job of demanding a reasonable experience for its customers.

The flight was good and it was nice to arrive at JFK T5 and see what a really outstanding terminal looks like.

I was excited to hear that jetBlue was expanding to LAX. Yesterday (on my all-you-can-jet pass I might add) I departed LAX to JFK with jetBlue for the first time. The flight was 672 leaving at 12:50pm.

What a miserable experience.

The check-in area is very small. The few self check-in kiosks that exist are located at the front desk. As a result, they are all blocked by passengers dealing with employees. The worst part of the experience though was security. The line snaked through the terminal, well out the door, down the sidewalk (almost to the next terminal). It took over an hour to get through. It seems that everyone in the terminal, once airside were sprinting for flights. I'd hate to have a business there as no one has time to shop. For us passengers, it meant that most did not have time to buy food for the long transcon flight ahead.

I know this is not directly jetBlue's problem, but as a tenant in that terminal, I believe they need to do a better job of demanding a reasonable experience for its customers.

The flight was good and it was nice to arrive at JFK T5 and see what a really outstanding terminal looks like.

No offense but it seems like you have more of a problem with LAX rather than B6. JetBlue has no control over how many shops/restuarants are there and the length of the security lines at LAX. Yeah, JFK-T5 is a great experience but that his a hub for JetBlue that they build at largely their own expence. Now the LAX only has 3 flights in and 3 flights out every day. That doesn't warrant JetBlue building their own terminal there, let alone a large check in area.

No offense but it seems like you have more of a problem with LAX rather than B6.

The grass is no greener on the other side of LAX. Southwest uses Terminal 1, and the security lines often extend outside, sometimes all the way to Terminal 2. Even then they are only 40 minutes long, but it's still scary.

Southwest recently added priority screening lines for elites (32 flights per year), and JetBlue is planning something similar according to David Canty in September's InsideFlyer. Boost your flying now and you will likely be granted priority screening as soon as it becomes available.

Boost your flying now and you will likely be granted priority screening as soon as it becomes available.
I doubt this...I'd bet that it is based on boosted flying once TB2 hits.

While I don't mean to downplay your poor experience, I'm curious as to why you believe JetBlue needs to be more aggressive in seeking improvement from LAX. That is, what makes you think JetBlue isn't already asking for improvements?

JetBlue is a new and minor player at LAX and really not in a position to be 'making demands.' I don't know how the LAX lease is designed, but the kiosk arrangement may be the best option given the operating space available.

Think you all might want to re-read my original post.

I am a jetBlue fan. I do not blame them directly for the lousy terminal experience.

I never said that the shopping and restaurant facilities were substandard airside. My point was that given that everyone clearing security was so pushed for time, no one could visit the shopping options.

My points are these. B6 needs to make better use of self check-in kiosk positions. Regardless of how small their check-in space is.

And most importantly, even if it is the fault of the TSA that security takes an hour, I as a customer, will not continue to choose B6 if this is what I am to expect as the norm. I have far too many other options. Regardless of whom is at fault. For that reason alone, B6 needs, as a paying tenant, to raise hell on behalf of its customers.

My points are these. B6 needs to make better use of self check-in kiosk positions. Regardless of how small their check-in space is.

It's easy to say that without knowing exactly what area JetBlue has leased.

And most importantly, even if it is the fault of the TSA that security takes an hour, I as a customer, will not continue to choose B6 if this is what I am to expect as the norm. I have far too many other options. Regardless of whom is at fault. For that reason alone, B6 needs, as a paying tenant, to raise hell on behalf of its customers.

Eh? All of those other options lead to the same TSA. And again I ask -- what makes you think JetBlue isn't doing all it can already to push for an improvement with the TSA checkpoint?

And most importantly, even if it is the fault of the TSA that security takes an hour, I as a customer, will not continue to choose B6 if this is what I am to expect as the norm. I have far too many other options. Regardless of whom is at fault. For that reason alone, B6 needs, as a paying tenant, to raise hell on behalf of its customers.

If you tend to be pressed for time, you should always shy away from LAX and more towards BUR or LGB, depending which side of the LA area you finding yourself in. Bigger airports tend to attract longer airport lines.

Think you all might want to re-read my original post.

I am a jetBlue fan. I do not blame them directly for the lousy terminal experience.


Thanks for your feedback and please do not be concerned with the posters that are trying to minimize your points. Your feedback is useful for the airline.

I, too, have noticed the check-in area of LAX to be way too small. Whether B6 can "do" anything about this is another question, although a little creativity on their part probably wouldn't hurt.

If you tend to be pressed for time, you should always shy away from LAX and more towards BUR or LGB, depending which side of the LA area you finding yourself in. Bigger airports tend to attract longer airport lines.

Or another airline that offers a better security arrangement and/or elite line. Why drive to BUR or LGB when you can just use an airline that minimizes the annoyance of TSA for its customers? UA for instance has a priority pass you can buy that lets you go through the elite security line. This has saved my family members many annoying hours of standing in TSA lines.

Or another airline that offers a better security arrangement and/or elite line. Why drive to BUR or LGB when you can just use an airline that minimizes the annoyance of TSA for its customers? UA for instance has a priority pass you can buy that lets you go through the elite security line. This has saved my family members many annoying hours of standing in TSA lines.

^^^

I used to have to wait in long lines prior to having status with UA. Now that I do, I hardly ever have to wait for more than a couple of people before my ID gets checked and I am on to the x-ray machine. You still have to deal with TSA but it's a really nice shortcut when you see the line sometimes snake around and out of the terminal doors. Plus you would be flying on a PS flight with in-seat power going to JFK from LAX and they are starting to add in-flight wifi:)

The problem with suggesting that one goes with another carried b/c of stutus flawed when talking about a B6 traveler. Chances are that if you have status with a legecy carrier, you're gunna be flying them and not JetBlue.

The problem with suggesting that one goes with another carried b/c of stutus flawed when talking about a B6 traveler. Chances are that if you have status with a legecy carrier, you're gunna be flying them and not JetBlue.

But you don't need status with UA, that's the point. You can buy the priority pass for the security line. So travelers just need to weigh what is more important to them: the B6 "experience" or quick security and boarding.

Or fly VX from T3 and get the best of both worlds :)

But you don't need status with UA, that's the point. You can buy the priority pass for the security line. So travelers just need to weigh what is more important to them: the B6 "experience" or quick security and boarding.

So if the priority passes are so beneficial, why isn't JetBlue selling them? If I was JetBlue, why would I allow UA to collect a fee for my passengers gaining priority? (No to mention, it costs how much now?)

United offers the passengers the option to buy priority screening/boarding/checkin for 25$ each way . If saving 1/2 - 45 minutes is worth 25$ then thats a good deal. In the long run I believe B6 will offer priority screening/boarding to their frequent flyers . In the meantime if the line is an hour long then that is unacceptable and TSA/LAX needs to fix it . Jetblue with its 6 flights may not have the clout to do anything and UA may actually profit by selling the 25$ priority passes so my guess is the vendors or passengers should do something (perhaps complain to the congressman/woman?). Unfortunately TSA seems to have gotten rid of the wait time calculator . Las Vegas used to be bad but the last 2 times I was there it was improved .

Hi Gang,

As you can see, I'm a B6 FA and would like to throw my 2 cents into the conversation. First, if your frustrated with the check-in process, please go to the JetBlue.com site and use the speak-up button to tell JB your concerns.

As for us selling priority screening, well, that takes a change in our computer system. We're new to LAX and are being careful of our entry into a new market for us.

Please be patient. Help us work out the kinks. Use the JB web site, we really do listen to you.

Thanks for "jetting" with us. These opinions are mine and mine alone. They are not JB's opinion...etc!

Cheers

So if the priority passes are so beneficial, why isn't JetBlue selling them?

They're stupid?

They're stupid?

It occurs to me that by offering a charge for priority screening, you're basically sanctioning the process the TSA has in place now. That is, you're saying "it's okay to inconvenience thousands with long lines, because we can sell a few dozen priority passes a day and make some money."

I admit up front that I know nothing of TSA policies, but I don't think it's absurd to assume that they probably staff as lightly as can be tolerated by the flying public. Although not all airports have the capacity, think of it like WalMart -- in many, there are 24 checkout lanes but only 4 cashiers on duty. Why? Because it saves WalMart money to pay only 4 people, and because customers consistently accept the lines. Now consider if WalMart offered you a $5 "short line" pass and paid an extra cashier to handle those customers.

IMO, it would be much more customer-friendly to do away with "priority screening" altogether and instead focus on the root of the problem -- the current inefficient TSA processes.

It occurs to me that by offering a charge for priority screening, you're basically sanctioning the process the TSA has in place now. That is, you're saying "it's okay to inconvenience thousands with long lines, because we can sell a few dozen priority passes a day and make some money."

IMO, it would be much more customer-friendly to do away with "priority screening" altogether and instead focus on the root of the problem -- the current inefficient TSA processes.

And JetBlue is going to affect a huge government operation how? Your idea is nice, but it is a pipedream. Airlines like UA have figured out how to get their customers around the inconvenience of TSA. If JetBlue's philosophy is that they're going to help their customers by changing TSA's screening, their passengers are going to be waiting for a very long time (while the passengers of other airlines whistle by).

And JetBlue is going to affect a huge government operation how? Your idea is nice, but it is a pipedream. Airlines like UA have figured out how to get their customers around the inconvenience of TSA. If JetBlue's philosophy is that they're going to help their customers by changing TSA's screening, their passengers are going to be waiting for a very long time (while the passengers of other airlines whistle by).

I never suggested that JetBlue act alone; though the OP did suggest that JetBlue should be taking some type of aggressive action to change the way things are.

I think you meant airlines like UA have figured out how to make additional profit off of financially-able customers. It's a convenient service, for sure, but if the airlines selling the priority screening passes were truly worried about the customer service aspect of it, they'd pay for a UA only line.

Besides, if other airlines are offering the priority screening passes -- and they're as convenient and worth it as you suggest, with so many other people whistling by -- then the regular security line should thin out quite a bit, eh? ;-)

I admit up front that I know nothing of TSA policies, but I don't think it's absurd to assume that they probably staff as lightly as can be tolerated by the flying public. Although not all airports have the capacity, think of it like WalMart -- in many, there are 24 checkout lanes but only 4 cashiers on duty. Why? Because it saves WalMart money to pay only 4 people, and because customers consistently accept the lines. Now consider if WalMart offered you a $5 "short line" pass and paid an extra cashier to handle those customers.

Ssshhhh... Don't give these stores any ideas! :eek:

Besides, if other airlines are offering the priority screening passes -- and they're as convenient and worth it as you suggest, with so many other people whistling by -- then the regular security line should thin out quite a bit, eh? ;-)

People value their time in TSA lines differently than others. People who pay or earn their way out of the longer TSA lines obviously value their time more than others who choose to stand around and wait in longer lines. I for one can't stand to be in a TSA line because I have more important things to do than hold holding my BP in hand with my shoes off waiting to get x-rayed ;) Other people may have a different opinion and in this case may find it worth it to stand in really long lines to save $25. YMMV.

I never suggested that JetBlue act alone; though the OP did suggest that JetBlue should be taking some type of aggressive action to change the way things are.

I think you meant airlines like UA have figured out how to make additional profit off of financially-able customers. It's a convenient service, for sure, but if the airlines selling the priority screening passes were truly worried about the customer service aspect of it, they'd pay for a UA only line.

Besides, if other airlines are offering the priority screening passes -- and they're as convenient and worth it as you suggest, with so many other people whistling by -- then the regular security line should thin out quite a bit, eh? ;-)

Not necessarily. What United does is give you the option to breeze through security. If you're the type that doesn't mind spending 45 minutes in line, don't buy the pass or fly JetBlue.

I find the argument "if X airline really cared about their passengers they'd do Y" thing to be silly. Are you suggesting that JetBlue is some kind of capitalistic anomaly and does all of this out of the goodness of their heart? Obviously that's not right. Both JetBlue and United want to make money first and foremost. And United has figured out an additional way to do that while providing a great service to their customers. JetBlue hasn't quite gotten it (yet).

I find the argument "if X airline really cared about their passengers they'd do Y" thing to be silly. Are you suggesting that JetBlue is some kind of capitalistic anomaly and does all of this out of the goodness of their heart?

No, but I think it's silly to believe that the airlines offering priority passes are doing it out of the goodness of their heart, in the sole interest of passenger convenience.

And United has figured out an additional way to do that while providing a great service to their customers. JetBlue hasn't quite gotten it (yet).

Of course it's a way to provide a service and make a profit. My point was that I personally believe that something like TSA screening shouldn't need that kind of option -- everyone should have a quicker, more efficient experience. And it should be free.

No, but I think it's silly to believe that the airlines offering priority passes are doing it out of the goodness of their heart, in the sole interest of passenger convenience.


Whoever made that argument? :confused:

United offers a service that its customers want. It's smart to do so. Shame on JetBlue if they can't offer the same to their customers.


Of course it's a way to provide a service and make a profit. My point was that I personally believe that something like TSA screening shouldn't need that kind of option -- everyone should have a quicker, more efficient experience. And it should be free.

Sure. But that's not the reality we live in currently.

I think they have hinted that this may be a perk in the future (and if they can make a few bucks selling this perhaps they should do this ) , but I think their current priorities may be with the TB2 changes and Sabre cutover .
Going to Sabre will allow interlining which can help during weather problems in the system . My guess is that they will do something for security lines (I suspect that LAX may be the worse for these lines in the country ) . I think the IT team may have other priorities at the moment .