I've been flying with JetBlue about 5 times in the recent 4 months and have had pretty good experience with it. All trips itinerary was LGB-SJC-LGB. On the flight back from SJC to LGB on Dec 15, it was raining a bit when the plane took off and apparently it was raining "a little" (according to the pilot) at Long Beach.
The pilot also announced that we were assigned one of the furthest gate they had in LGB and that it was raining a bit so be prepared to get "a little wet". At that time I thought... great... way to start Monday morning!
So I stepped off the plane.. Goodness gracious!! It was raining pretty hard and there was no cover whatsoever. Walking on high heel, carrying my carry-on luggage, my brand new purse and coat and trying to keep myself from the rain? The walking distance between the plane and the terminal was about at least 300ft (I'm not so good in measuring distance but it was quite far). Anyway, by the time I got the the terminal, I was already soaking wet from head to toe. Went straight to the nearest restroom only to find there was no drier and the other passengers from the same flight were drying themselves with paper towel, which I followed immediately.
It was pretty amazing that neither JetBlue nor Long Beach Airport seemed to care about their passengers. I wrote an official complaint letter addressed to Jetblue's CEO, COO and Chairman of the Board and I received this email:
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To: xxxx@hotmail.com
Re: email received Monday,12/29/08 6:46 AM, Speak Up 1935555
Dear lovely,
We were sorry to hear that you were inconvenienced by the rain when landing at Long Beach on flight
229 December 15, 2008. We apologize for any discomfort you experienced.
As you are aware Long Beach is a small airport. All arrivals and departures do require customers to
go outside. The runways available for arrival and departure are also comparatively small. Pilots go
to the gate they are assigned to rather than select a gate themselves.
It is not possible at this time to have protection from the weather during the entire process of
getting on and off the aircraft in Long Beach. There are protected areas that allow people to get to
the gates without being outside for long. Proposed remodeling of the airport for the future may be
able to help minimize the outdoor exposure for customers but at this time all customers do spend
some time outdoors.
While we are sorry to hear that you and some of your belongings became wet we must respectfully
decline any compensation. It was a natural result of weather and not within our control.
I've been flying with JetBlue about 5 times in the recent 4 months and have had pretty good experience with it. All trips itinerary was LGB-SJC-LGB. On the flight back from SJC to LGB on Dec 15, it was raining a bit when the plane took off and apparently it was raining "a little" (according to the pilot) at Long Beach.
I'm terribly sorry to hear of your experiences with the weather at Long Beach, but with all due respect, you make it pretty clear up front that you're a regular traveler through the airport, and you're aware of the setup at Long Beach. Sometimes it rains, and sometimes you get wet... it's entirely unfortunate, but it's the situation with which we're presented.
It's not always possible to accomodate extraordinary weather--what may seem like an "easy solution" to you may actually involve dozens of people coordinating dozens of activities. There's no simple way to just roll out at covered walkway at LGB, I'm afraid. That said, what suggestions do you have to accomodate the rain in the future? I'm sure you'd agree that delaying the flight until conditions improve such that no one has to walk in the rain is not really viable.
As someone who has traveled through LGB as often as you have, you see how frequently you've had to walk through the rain.
I'm really not being snarky at all, I promise. I'm genuinely interested to hear what suggestions you may have that are both cost effective and realistic to reduce the incidence of this situation in the future.
It's not a perfect situation by any means, but it really is the best that can be done with the equipment, people, and layout that there is.
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The above does not represent actual views and/or opinions of JetBlue Airways.
caphis, I travel pretty often not only with JetBlue but with other airlines going to a lot of airports within the States. Never once I experienced a situation like this. Yes, I traveled from LGB pretty often in the recent past, but never caught in the rain except for that one time.
While it is true that it's not always possible to accommodate extraordinary weather, rain during rainy season is nothing close to extraordinary. True, it doesnt rain a lot in Socal, but it does rain sometimes. It has happened in the past, it will happen again in the future. To say that it is not controllable is a bunch of BS I think. They could have done something about it or at least, make some effort to get a closer gate, provide umbrellas for passengers. Mind you we had to walk quite far while carrying carry-on luggage that was not so light either (or was it our fault to even think about bringing any carry-on luggage?).
My point is that it is not fair for either JetBlue nor Long Beach Airport to just simply say "Oh weather is uncontrollable. There's nothing we can do about it. Have a wet day people."
There's no simple way to just roll out at covered walkway at LGB, I'm afraid. That said, what suggestions do you have to accomodate the rain in the future?
About 30 years ago I was on a flight from ATL to ORF flying Piedmont. It was raining and the gate we were departing out of had no jetway. The gate agents passed out these collapsible umbrellas to all the passengers as they took our boarding passes and once we had made it onto the plane, the flight attendant collected them all, put them in a garbage bag and another Piedmont employee took them back to the terminal. The umbrellas didn't keep everyone totally dry, but at least no one got drenched.
In the OP's situation, if jetblue had emergency umbrellas on hand, an employee could have run them out to the plane and the flight attendant could have given one to each passenger before they exited the aircraft. The passenger would then have to surrender the umbrella to the employee once they were inside the terminal.
It's not as good as having a covered walkway or a jetway, but it would be better than nothing. You'd only have to have the umbrellas on hand at airports with no jetways/covered walkways, so it wouldn't cost that much - especially since they would be re-used.
Other than that, I don't see a solution to this problem.
True, it doesnt rain a lot in Socal, but it does rain sometimes.
I think you've answered your own question, in one sentence, why this isn't exactly a financial priority for any party involved. The cost to implement some kind of long-term resolution isn't justified by the incidence rate. It's unfortunate to be in the affected group, but it is what it is.
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They could have done something about it or at least, make some effort to get a closer gate,
Probably prohibited by other aircraft being on those closer gates. In any situation, either your plane full of people or another plane full of people gets to get soaked. This isn't really a viable solution.
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provide umbrellas for passengers.
This is a good suggestion, and I'd be happy to pass it along to see what can be done.
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Mind you we had to walk quite far while carrying carry-on luggage that was not so light either (or was it our fault to even think about bringing any carry-on luggage?).
Mind you, you would have had to walk quite far while carrying carry-on luggage that isn't so light, regardless of weather conditions. No, this is by no means your fault, but it's unfair to imply the situation would have been greatly different were the sun shining.
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My point is that it is not fair for either JetBlue nor Long Beach Airport to just simply say "Oh weather is uncontrollable. There's nothing we can do about it. Have a wet day people."
There's very little that can be done about it. The weather is completely uncontrollable, and short of delaying some flights, some aircraft is going to be stuck at the farthest gate possible. I'm by no means being an apologist for the airline, but it's not exactly fair to place responsibility squarely on the airline or the airport. There exists some onus on the customer to be aware of destination weather conditions and plan accordingly. Consider-- should the airline be prepared to accomodate customers wearing bermuda shorts and tank tops on flights to the Caribbean in unseasonably cold weather?
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Originally Posted by LoneStarMike
In the OP's situation, if jetblue had emergency umbrellas on hand, an employee could have run them out to the plane and the flight attendant could have given one to each passenger before they exited the aircraft. The passenger would then have to surrender the umbrella to the employee once they were inside the terminal.
This is a good suggestion, and I don't know if it's been considered before or not. My guess is not, given how infrequently something like this happens. But both of your umbrella suggestions are better than existing procedures.
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The above does not represent actual views and/or opinions of JetBlue Airways.
Mind you, you would have had to walk quite far while carrying carry-on luggage that isn't so light, regardless of weather conditions. No, this is by no means your fault, but it's unfair to imply the situation would have been greatly different were the sun shining.
I meant while raining. I probably should've added "in the rain" to that sentence you quoted to make it clearer. I know that regardless, I had to carry my own luggage.
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Originally Posted by caphis
There's very little that can be done about it. The weather is completely uncontrollable, and short of delaying some flights, some aircraft is going to be stuck at the farthest gate possible. I'm by no means being an apologist for the airline, but it's not exactly fair to place responsibility squarely on the airline or the airport. There exists some onus on the customer to be aware of destination weather conditions and plan accordingly. Consider-- should the airline be prepared to accomodate customers wearing bermuda shorts and tank tops on flights to the Caribbean in unseasonably cold weather?
If someone decided to wear bermuda short and tank tops on flight to Caribbean in unseasonably cold weather, that's his own fault and ignorance. You do seriously think that we all need to bring our own umbrella and raincoat anytime we get on the plane, or even our own shovel to make our own walkway had it been snowing in CA due to uncontrollable weather, don't you? Don't you think it's kind of comparing apples and oranges here?
Do I expect rains in CA once in a while in rainy season? Of course.
Did I complain that it was raining when we arrived? No, i'm ok with rain.
Would anyone ever expect to be landed in the furthest gate and asked to walk in the rain with their belongings (including laptops, cellphone, ipods, etc)?? I don't think so.
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Originally Posted by caphis
This is a good suggestion, and I don't know if it's been considered before or not. My guess is not, given how infrequently something like this happens. But both of your umbrella suggestions are better than existing procedures.
Maybe you can find out if it's been considered or not. I suppose you have connection with Long Beach airport right?
If someone decided to wear bermuda short and tank tops on flight to Caribbean in unseasonably cold weather, that's his own fault and ignorance. You do seriously think that we all need to bring our own umbrella and raincoat anytime we get on the plane, or even our own shovel to make our own walkway had it been snowing in CA due to uncontrollable weather, don't you? Don't you think it's kind of comparing apples and oranges here?
Not in this instance, really. No, I don't think it's incumbent upon you to always bring a raincoat and umbrella. But, I do think that every person who travels should be aware of the conditions at their destination. If I know it's sunny and warm before I leave, I'll leave the umbrella behind. If I know it's raining and windy before I leave, I'll probably bring an umbrella--because at some point, I'll probably be outside.
I would never expect any customer to shovel a path from the aircraft to the terminal; that is comparing apples to oranges. One is related to comfort, one is related to safety and operation. It's incumbent upon the airline, at all times, to provide a safe and prudent route from the aircraft to the terminal.
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Would anyone ever expect to be landed in the furthest gate and asked to walk in the rain with their belongings (including laptops, cellphone, ipods, etc)?? I don't think so.
You've flown through LGB several times, so you know that the trip involves a walk outside to reach the aircraft from the terminal, and vice versa. I'd be a bit more sympathetic to someone who'd never flown before, and was taken by surprise at not having a jetbridge in LGB (though this information is available on the website).
Again, I'm not trying to place any blame on anyone in particular. I'm just trying to relate from a personal position -- if I knew it was raining at my destination before I left, and I knew that upon arriving I'd have to walk outside, I'd probably pack an umbrella. Would it be nice if the airline was able to provide something? Yes. Do I think it a requirement? Not at all.
On the flip side, I'd like to think that JetBlue strives to be that airline that does go above and beyond for the customer, and does provide things like disposable or temporary use umbrellas. With that said...
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Maybe you can find out if it's been considered or not. I suppose you have connection with Long Beach airport right?
I can certainly send your umbrella suggestion around to see if it's possible. I, personally, can't see why it would be out of the question -- but I don't make those decisions. It's always nice to get constructive feedback, though, and your suggestion is a great one.
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Much like LoneStarMike I've some experience with airports that go out of their way to prepare for things like this that might happen. I used to live in GNV. We had (still have) a cruddy little airport that was served by Eastern and Piedmont (now Delta and USAir) with 3 "gates" that are doors leading out of a common waiting room onto the tarmac where you walked to the plane. They ALWAYS had umbrellas available. I don't remember if they were provided by the airport or the airlines, but they were always there, and they got quite a bit of use.
Airports (or airlines operating at them) that do not have sheltered arrivals areas should have umbrellas. The cost is minimal and the value is enormous.
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Join Date: Apr 2001
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Originally Posted by flying4aliving
Just wondering.
Did you ask anyone if there was any way possible to provide you with an umbrella?
Who would you ask? A FA? The captain? Another passenger?
This is the sort of thing that the ground crew should be equipped to handle at airports where there is an exposed walk from the plane to the terminal, IMO.
I wonder how much it would cost them to have some sort of covered walkway at least half way out to the gates so it wouldn't interfere with the tug movements and such. It could be a lightweight, gazebo type maybe nylon cover maybe 3-4 feet wide. Would also be good in the summer for people who can't take a lot of direct sunlight. I haven't flown out of LGB in a few years so I don't know if it is even feasible. I always like LGB though. Small terminal, easy parking, airstairs and years ago I could get cheap last min fares on AA to DFW. Sometimes 2-300 cheaper then SAN so it was worth the hour and a half drive.
Keep in mind that JetBlue has been anxiously trying to remodel LGB and its operations, but absolutely nothing can be done because of the NIMBYS.
While your experience might have sucked, you are placing the blame in the wrong place. Either blame the Long Beach NIMBY group for stopping any progress to modernize the airport, or blame Mother Nature. But it is beyond me as to how you could blame JetBlue for following the control tower's instructions at an airport that is controlled by the local community.
Who would you ask? A FA? The captain? Another passenger?
This is the sort of thing that the ground crew should be equipped to handle at airports where there is an exposed walk from the plane to the terminal, IMO.
There are umbrellas available at LGB. They are stored in plastic trash can-esq rolling containers. Wheelchair attendants normally pass out and retrieve the umbrellas when on spots 1 and 9.
I've got to say, at what point do people assume personal responsibility? You know the airport, you know that you have to walk outside between the plane and the terminal, and you know it may be raining at your destination when you arrive.
On top of that, this isn't door-to-door service, it's a one-class discount airline flying into an airport the size of a small strip mall, there's going to be some suboptimal things here and there, and I think that's a sacrifice people are willing to make for a sixty dollar ticket.
Not excusing the lack of umbrellas. They probably should have been available, the expense in keeping a handful of umbrellas at an open-air terminal is virtually nil. You're certainly right about that.
But expecting, or even asking for compensation in your situation is unfair to the carrier. If I was a CSR and someone called me and said that they flew to a small airport where it was raining, then proceeded to get wet, and wanted compensation, I would think someone was prank calling me.
I mean this argument could be carried further - is the airline or perhaps the airport also responsible for keeping you dry as you walk to your car in the parking lot if it happens to start raining? What about in the crosswalk outside between the buildings?
What about when you are walking from your car into a supermarket? Or from your workplace's front door to the parking lot? You're getting rained on then, should the supermarket compensate you for not protecting you from the rain? Or your employer?
These are just realities of life, especially a traveler's life.
If it's raining at your destination, dress appropriately and bring an umbrella.
Bad day at Long Beach Airport
