This weekend was my second (and final) experience flying JetBlue. While my first impressions with the airline were generally positive--nice snacks, good legroom, TV, and low fares--my experiences between 9:30 p.m. Sunday, February 12 and 6:30 a.m. Monday, February 13 show me how customer unfriendly this airline really is.

Before I get into the details, I acknowledge that there was a blizzard of historical proportions in New York City this weekend. I understand the impact that these conditions had on the operations of all airlines. In addition, I realize that another plane skidded off a runway at JFK while our flight was taxiing to the runway. But I also know that at some point the incompetency of an airline's operations, poor communication with its customers, and a lack of respect for its passengers became the issues.

We were scheduled to depart JFK at 7:05 p.m. on Flight 29 to TPA. For most of the day Sunday, jetblue.com showed the three flights departing JFK for TPA after noon as scheduled, either on-time or with delays. Before we left our hotel, we called 1-800-JET-BLUE, and repeatedly got recordings telling us to check the website. Because our flight showed "on-time," we left for the airport.

When we arrived at JFK at 5:00 p.m., we got in line to check the status of our flight, because it was not on the board yet. The two earlier (delayed) flights were. The agent greeted us with a "you need to be in the checked bags" line. We explained that we only had carry-ons, and were interested in checking the status of our flight. Her response was "look at the board." When we explained that it wasn't there, she grudgingly looked it up and said "it's scheduled for 7:05." When I asked if it was delayed, she said "I don't know," a phrase that I realize now should be JetBlue's slogan. She continued by saying that we should go to our gate because they had all the information. When we asked which gate, she said "look at the board," and we reminded her the flight was not on the board yet. Then she told us to go to gate 12.

Once through security, I heard an announcement at one of the gates:
This was the most informative and accurate announcement I heard from JetBlue. The only problem was that only those people near that gate heard it. Another agent (at gate 12) said that it was not true.

After 90 minutes in line at gate 12, I was told that flight 29 was departing from that gate, and the new departure time was 7:45 p.m., and that the aircraft was at the gate. However, things changed rapidly, as that plane suddenly became one bound for LAS. When I asked an agent where the TPA flight was departing, she said "I don't know."

After the LAS flight finally departed, we waited for news, but none came. The only info we got was from jetblue.com, that our flight was leaving at 9:00 p.m. from gate 12. Then, a little before 9 p.m., the board showed our departure from gate 16 at 9 p.m. A little after that, gate 16 showed TPA as it's destination.

After all passengers were boarded and stand-bys cleared--I heard an agent say the list had over 80 pax--we were ready to depart. However, there was some paperwork that needed to be done, and the door finally closed a little after 10:00 p.m. We pushed back sometime after that. At 10:50 p.m., the pilot (who had earlier referred to the crew as the "Three Stooges") told us that there were 20 planes in front of us and that--assuming 2 minutes per plane--we should be ready to take off at 11:30 p.m. However, before 11:30, I heard on TV that a Turkish Airways plane had skidded off the runway. Though we were never informed of this, we were told that there was only one runway for takeoffs and landings. Considering the conditions, this was understandable.

Around midnight, our pilot told us that we were now number 15, and that takeoffs had slowed considerably, because some landing planes were in a fuel-critical situation. In the meantime, we inched our way toward the runway.

At 1:30 a.m. or so, the lights came on and the pilot stepped out of the cockpit. Not a good sign. He informed us that ops had reported that we were in a fuel-critical situation of our own, because of all of the taxiing. As a result, we would not have enough fuel to get to TPA. Odd, considering that the A-320 has a range of over 3000 miles, and that quite a few other planes had been in the same queue as us. Anyway, he said that we would just needed to get back to the gate and refuel...and get a new pilot. He said that there was a Cathay Pacific in front of us, but as soon as it moved, we'd be on our way.

By 2:40 a.m., we've barely moved, and the pilot comes back on to tell us that the gates are full, and that it will be another hour or so before we can get one opened. By this time, passengers are having none of it. Every announcement is met with jeers. Flight attendants finally serve soft drinks, only because passengers keep asking. (The first reply was "we can only serve beverages once we are airborne.")

At 4:00 a.m., passengers are asking flight attendants for updates. They reply that the pilot is updating us as soon as he gets information. A few minutes later, the pilot tells us that there are 3 other planes in front of us waiting for a gate to open up, and that ground ops are having a hard time deciding how to free up a few gates.

By this time, many of us are beginning to believe that our flight has been cancelled and that the crew is not being honest with us. A FA denies this when asked. At 5:00 a.m. we get the same update we got at 4:00 a.m. Finally, a little before 6:00 a.m., the engines start, and the pilot tells us that there is one plane in front of us, and that a couple of gates will free up around 6:20 a.m. Repeatedly, pax ask "and what then?" with no response.

Around 6:30 a.m., we're towed into gate 1. When the pilot asks the FA's to prepare for arrival, the entire cabin shouts "ARRIVAL?" Then, the crowning blow. The pilot tells us that "this plane is headed to LGB, so all pax will need to deplane. A gate agent will assist you with your new flight."

There was no gate agent. There were 18 or so gate agents, each with a line about 40-60 deep, waiting to be rebooked.

In all likelihood, JetBlue cancelled the flight at 1:30 a.m., with no intention of making reasonable accommodations for pax on it. The crew knew better than to tell us the truth. We spent 8 hours on a plane that never left the ground! In addition, we began to realize that many of those pax in the gate areas were from three other flights that had endured the same treatment! Keep in mind that flights to cities like TPA, FLL, and MCO were completely booked for the next 3 - 7 days, depending on which JetBlue employee you choose to believe.

JetBlue kept us hostage on these planes so that they would not have to provide any services for us at JFK. This treatment is unconscionable. As someone who flies >100K miles a year on UA and >50K miles a year on AA, I have experienced weather and other types of delays. But I have never had to endure this type of treatment.

Again, I realize that much of the problem was weather-related. But as I said before, the incompetency of JetBlue's ground ops at JFK and the dishonesty of their employees--OK, maybe it's more accurate to say the unwillingness to be honest with their passengers--are what I have an issue with. JetBlue took what should have been a delay of a few hours, or at worst a flight cancellation, and turned it into a horrific experience. A customer-friendly airline would have found a way to get the pax back into the terminal. A customer-friendly airline would have been honest. A customer-friendly airline would have found a way to get the pax to their destinations (either by loading the planes with enough fuel for 3 hours of taxiing and a 1000-mile flight, or by arranging for an intermediate stop for refueling). Instead, JetBlue chose not only to deceive it's passengers, but also to keep them in limbo for 8 hours with no real hope of going anywhere. What's worse, JetBlue put almost all of them in a position of not being able to get home for a few days.

I am in the AAdmiral's Club at LGA. As soon as we realized that rebooking anything at the JFK madhouse would take hours and probably result in a flight home later this week (not an option, as I have a business trip Tuesday and my partner is taking another "vacation" day), I went to AA.com and bought two LGA-TPA tickets for tonight. I put them on hold yesterday when I realized that JetBlue might not come through. I felt badly for having them on hold and keeping someone who definitely needed them from getting tix. Now I'm glad I kept them.

I don't expect JetBlue to reimburse me $414 for the two LGA-TPA tickets, $31 for the cab ride to LGA, or anything else. But considering how they showed a blatant disrespect for their passengers, they do owe us something they've yet to offer--the truth.