Once upon a time, there was this airline- JetBlue Airways- that was different. Always friendly, professional, pleasant and dependable. Always running close to schedule. A "down-to-earth" airline that made flying easier. I have taken 5 legs of JetBlue, and will tell you about my experiences on each one.


12/14 1015 BOS-JFK 4:45PM-6:00
This was my first JetBlue experience, and I was excited. I believed all the hype. I thought I would enjoy a painless flight. I arrived at Logan at 3:30 and made my way to the gate. I saw the flight would be delayed. The explanation was "late arrival of aircraft." At that point, they used E-190s that went back and forth all day between NY and Boston, and weather in both places was clear. Therefore, I was puzzled by the delay. What puzzled me even more was the rudeness displayed by gate agents when we began boarding at 5:15. There was another, later flight heading to JFK scheduled to board while our flight was boarding. Instead of saying, "We are only boarding flt. 1015 at this time, customers holding tickets for flt # (not sure of the number), remain in the gate area as we will be boarding shortly," gate agents barked at confused passengers: "Only the 4:45!" Once aboard, the flight was fine.

Understandably, due to the short duration of the flight, only two choices were given for both snacks and beverages.
THERE WAS NO MENTION OR APOLOGIES of the 45-minute delay during the entire flight. I find that unacceptable. I would later ascertain that a 45-minute delay on a JFK-BOS-JFK run is on the on-time side. When I contacted speakup, they gave me no compensation whatsoever for the delay and lack of acceptable customer service. Fine, I thought, my first leg of JetBlue was a bust, but I'm sure next time they would deliver.


12/18 1002 JFK-BOS 8:00AM-9:15

When I arrived at JFK terminal 6, it was a madhouse. Cars everywhere. Lines out the door. Utter and uncontrolled chaos. JetBlue is too big for this terminal. I checked my bag and entered the 45-minute line for security. I honestly lost track of time because my waits for check-in and security were so long, so when I went to my gate, I took a seat. A very snippy gate agent said, "Are you on the 8 o'clock?" When I said I was. He told me, "Then get on-board! The plane is ready to depart." Before I had a chance to explain I was sorry, I lost track of time, he had ripped the boarding pass out of my hand. When I saw it was 7:35 AM, I was especially shocked at his attitude. I realized JetBlue must be starting some sort of program for the JFK-BOS-JFK flights to decrease delays.

I was greeted on-board by a very overweight flight attendant. Of all complaints, this is the most delicate. I'm not exactly a skinny-marink, and I know that obesity is a disease. However, this flight attendant was easily well over 300 pounds. I feel for this man. I really do. BUT, I feel our safety was at jeopardy. Our lives are in the hands of the flight crew. Emergency tasks require physically fit individuals. I think this JetBlue employee should work in an office for the same pay he would earn as a flight attendant, and hopefully eventually return to the skies when he adapted a healthier lifestyle. Luckily, the flight occurred without incident, so he never had to try to perform any emergency functions. I proceeded to baggage claim.

My bag didn't come off the belt. About 5 passengers from JFK stood around bag-less. A pretty nice bag services agent came over to inform us some JFK bags didn't make the flight, so we had to come in to baggage claim to file a report. My agent (Risa) told me the bag would make the later flight due to arrive at about 11. I could either have it delivered or wait for it. In order to make it easier for myself, I put my book-bag that had important papers in my large luggage. I honestly didn't expect a bag to be lost on a flight in the air for literally 35 minutes. I didn't want to risk having a delivery service get the bag especially because I'm in a difficult-to-find college dorm. I said I would wait. I asked why the bag didn't make the flight since I had checked-in on-time. She showed me an internal e-mail from JFK that said, "Due to the high volume of bags, many passengers from flights originating here (JFK) will not have some or all of their checked pieces." I told her that explanation was simply unacceptable. She said very obnoxiously, "My job is to collect information for you to receive your bag in a timely manner. Let me do that first." Fair enough.

I gave her the information, and then saw she would give me a $25 voucher for a future flight. I told her that would not be enough to get me to fly JetBlue again. I already had a delayed first flight experience, and I was extremely agitated that JetBlue couldn't get the bags of passengers on a very, very short flight. I had a flash-back of the mockumentary commercial when the baggage handler said, "When people fly, they expect their bags to go with them." http://www.jetblue.com/havefun/media/media.asp For such a simple, short flight, having the bags go with the customer is the most basic and necessary requirement. JetBlue failed to deliver that simple requirement. Therefore, I could not trust to fly JetBlue ever again. The JFK facility could not handle the volume of bags on that busy pre-Holiday Sunday morning. I worry for the airline as it grows even more. I really do. My baggage claim agent told me she was only authorized to give the standard $25 voucher for "minor" baggage-related inconvenience.

When I asked to speak to the manager, she rolled her eyes, and said, "I'm only one level below her, and she'll tell you what I'm telling you. It'll be a waste of time." I said, "I'm glad to hear how high up you are in the company, but I would like to speak with a manager." She dialed and I heard her tell her manager that a customer here is not accepting at 25-dollar voucher for having the bag come in an hour-and-a-half late, can you come down and speak to him? A few minutes latter, the manager walked down, and listened carefully as I told her my disappointment that JetBlue failed to have my bag come along on the shortest of short flights. I further told her I was a college student who was planning to fly them at least 5 times a year to get between home and college. I asked what she could do to make me trust JetBlue again. She said the bag would be coming shortly and all she could do was to give me her word this was not the normal JetBlue experience. I told her that her word would not be enough. She told me she understood, and it was ultimately my decision whether or not to fly the airline again. She said once I saw my bag arrive at my home intact later that day, she truly hoped I would continue to be a customer. I reminded her I was waiting at the airport, and asked if I could have a voucher for breakfast. She said they do not offer any meal voucher at all for customers choosing to remain while their baggage issues are being resolved. She kindly offered coffee from the staff pot, which I declined. She invited me to sit in the back-room of the baggage office and wait. I frankly told her if I didn't receive more substantial compensation for JetBlue's failures, I would never fly them again, and the airline literally would lose someone who planned to fly them several times a year for years to come. She said she had other matters to attend to, but would get back to me before I left the airport. I set up my laptop and started doing work in the back-room of the baggage services office, as welcomed to do by the manager. The same agent who initially informed us our bags didn't make the plane, looked at me in disgust. "What are you doing here?" she asked. I told her the manager invited me to sit at this table. However, I could take a hint and saw I was intruding in her "backroom."

I went back to sit in the baggage claim office, and saw the three agents there were not happy with my presence. It didn't stop me from hearing their "whispers" about how fed up they were with JFK, how it's a mess, and stuff like that. Very reassuring to hear other JetBlue agents call another station (JFK) "unorganized and retarded." That was not the only unprofessional talk I heard from the agents. In fairness to the agents, they probably weren't accustomed to having a passenger sitting in their office, but they still shouldn't have used bad language, especially Risa, since I was "her customer."

A woman from a Florida flight walked in with ripped luggage, and another agent asked that I please "go back to the back or get something to eat or something." When I told her, I wasn't offered a meal coupon, she realized she opened up a can-of-worms, and I simply took a walk of the concourse. I checked the flight monitor and noticed the flight my bag was traveling on was delayed one-half-hour. The weather was crisp and perfect. JetBlue really has to get their act together with being on-time.

I returned to the baggage office and simply waited. When the flight finally arrived, I retrieved my bag. Since Risa said she would be on break while my bag came out, I would have to speak to another agent to "close my case." Why she wouldn't wait just a few minutes before going on break in order to complete her duties with me was beyond me. The bag came out undamaged, and I told another bag agent I received my bag and that I was promised the manager would get back to me before closing the claim. She dialed the manager and she read her my confirmation number, and I was handed the phone. First of all, it's extremely unprofessional to speak to a customer over the phone because you are too busy "upstairs."

She was not pleasant and understanding like she was when I first met her. "You paid $68 round-trip for this fare. If you want me to give you a free flight anywhere we fly, I'm telling you right now, that is not an option." While I appreciate her candor, I was pretty upset she based her treatment of me on how much I paid. I paid 25 dollars each way as it was their introductory fare. I was willing to pay more, but it wasn't an option!

She said the best she could do would give me another $25 voucher. I told her it wasn't fair because their introductory fares on the route are over, and that it
"wouldn't get me anywhere."

She asked how much SpeakOut gave me for my first flight's issues. When I told her I was offered only a written apology and no compensation from my initial JetBlue experience, she said she was only authorized to give me a refund of the fare I paid. I said fine as she gave me a $70 voucher. I told her it would be enough to have me try JetBlue again. As I wished her good luck with the future flights, an angry man approached me saying, "Are you going to help me?" I told him I was a customer too, and we both realized there were no agents in the office. I informed the manager that she had no agents in her baggage services office and hung-up. I waited around for another agent to get back, and told her to close my case.


I was planning to come back home in just two days for winter break, so I went on-line to book a flight home on 12/20. The manager said, "you'll see [the voucher] when you book on-line." When I called 1-800-JET-BLUE, the very nice phone agent told me vouchers can only be redeemed by phone. When I told him how I wouldn't have accepted the voucher if I knew that was the case since I wouldn't get double rewards, he said he would double my points as a courtesy. He seemed genuinely surprised and disgusted (like afraid for his job if his company couldn't get a bag on a JFK-BOS hop) about my situation when he happened to ask the reason for my voucher.


12/20 1019 BOS-JFK 7:00PM-8:10

This flight was on-time. (Unlike the earlier BOS-JFK flight, which was delayed over an hour.) How do I know? Many of those passengers came to our flight asking to stand-by. My XM radio didn't work, but a $10 voucher was provided. JFK baggage claim was A MESS!! Again, their facility is too small to support all of its growth.

1/17 1024 JFK-BOS 6:30AM-7:40

JFK was much, much calmer. However, the agent directing customers at check-in was rude. It reminded me of the angry TWA check-in wrangler who barked, "Other lobby!" or "Get to your gate." Since only a few agents were open this early in the morning, I was confused as to where to stand. She told me to "stand on any carpet." (In front of the check-in agents were courtesy rugs.) I seemed to stand on the wrong one because I wasn't being called by any agent. I looked at her, and she screamed for Agent____ to take me. Again, I can't put my finger on it, but this agent did not have the JetBlue charm. He took my bag (I already checked-in on-line.) without looking me in the eye or thanking me. Acceptable for any other airline, but I thought JetBlue was different.

In the gate area, hearing the announcements, I KNEW JetBlue jumped the shark. I heard the same ridiculous wordy and un-clear boarding announcements, the other airlines make like, "This is a final boarding call." How can there be A final boarding call, there is only one final boarding call. While THE final boarding call was referred to as the "last and final" boarding call. I sound like George Carlin, but if something is final, WE KNOW IT IS THE LAST. Why am I saying this? As proof JetBlue no longer is different than American or Delta or Northwest or Continental or United. (The latter airlines are probably better, actually.)

At 6:05, a very, very nervous gate agent came over, and said, we're running late! We have to make up for lost time, let's board this plane! (I'm glad as it seems JetBlue was working hard to train its agents to fix all the delays on the JFK-BOS-JFK, but this agent was a character). There was a pretty big gap between the plane and the jet-way. I assume the jet-way wasn't a good fit for the E-190. JetBlue handled it well as a seemingly "high-up" person personally assisted everyone safely on to the plane. Once on-board, an elderly baggage handler told us "on behalf of everyone outside, thanks for choosing JetBlue. I wanted to tell you all we put all your bags on the flight." This was a very, very nice touch, and something that I expect to see more of from JetBlue. Moments like those don't occur on the other carriers. It was especially nice for me since the last time I flew on this short JFK-BOS hop, my bag was not put on the plane. The rest of the flight was uneventful, and I noticed they started offering more than just two snack choices. Oh yeah, my bag came off-the-belt!


2/17 1011 BOS-JFK 3:55-5:10 PM

I saw JetBlue had a $35 fare for this flight. I think it's because they switched to A320s for this route, and suddenly had lots of excess capacity. Whatever the reason, since my last flight wasn't that bad, I booked this one. This flight was delayed. A lot. We didn't leave until 5:15, after the time we were due in JFK. Other than the lengthy delay that I guess is natural when flying JetBlue BOS-JFK, the flight was uneventful. The crew only gave a cursory mention of the delay, which was better than my FIRST AND INITIAL (haha) JetBlue flight. But, this delay was much longer, so we should have heard a more genuine apology. The flight was further delayed because two people had tickets for the same seats. (I thought JetBlue doesn't overbook.) Also, someone with a connection to Oakland was pulled off and told she was automatically re-booked on a later non-stop to Oakland. The gate agent literally ignored her as the passenger said they didn't want the later non-stop because she would get there too late for her ride to get her.


If JetBlue were dependable on the last flight, I would have flown them back to BOS, and continued to be a customer. Well, based on my experiences and observations, I have given up on JetBlue. I really thought JetBlue was supposed to be different. There's no need to risk it and pay the lower fares to fly JetBlue. Most carriers match their fares anyway. So, you have the best of worlds, JetBlue's low fares on a real airline. (i.e. Delta BOS-JFK is 40 each way on certain routes like JetBlue.)