Jetblue: Great Airline. Horrible Website!
Sep 24, 2019, 6:19 am
#16
Join Date: Jan 2014
Programs: Amtrak Guest Rewards (SE), Virgin America Elevate, Hyatt Gold Passport (Platinum), VIA Preference
Posts: 3,134
Agreed that this is a huge problem for the company, especially as they know it is broken and have an alternate booking path for SMBs that does it "right" consistently, the BlueInc portal.
It is hard to tell if they are purposefully forgoing the connecting Mint fares to hold out for more O/D (theoretically higher yield) pax or if it is just too low a priority to get fixed. But it is definitely broken unless you're using BlueInc.
It is hard to tell if they are purposefully forgoing the connecting Mint fares to hold out for more O/D (theoretically higher yield) pax or if it is just too low a priority to get fixed. But it is definitely broken unless you're using BlueInc.
Sep 26, 2019, 4:37 pm
#19
Join Date: Apr 2004
Location: BOS
Programs: Marriott LTG, HHonors Diamond, Nat'l Exec
Posts: 3,581
I got that and pushed back (after an extremely detailed email) and they're actually forwarding me on to their web team. Will report back here if anything comes of it...
Was feeling more motivated today after a seat I wanted had disappeared by the time I got through to a phone agent
Was feeling more motivated today after a seat I wanted had disappeared by the time I got through to a phone agent
Oct 1, 2019, 7:43 am
#20
Join Date: Oct 2018
Programs: DL LOL, Mosaic, UAL Silver, MR Titanium
Posts: 115
It is pretty well established that the B6 web booking process is far and away the worst in the industry in terms of speed, functionality, and reliability. Really nothing new here. What I would like to add, however, is that their mobile app is also horribly slow and unreliable.
It's quite the 1-2 punch.
It's quite the 1-2 punch.
Oct 1, 2019, 9:48 am
#21
Join Date: Apr 2004
Location: BOS
Programs: Marriott LTG, HHonors Diamond, Nat'l Exec
Posts: 3,581
It is pretty well established that the B6 web booking process is far and away the worst in the industry in terms of speed, functionality, and reliability. Really nothing new here. What I would like to add, however, is that their mobile app is also horribly slow and unreliable.
We shouldn't have to do this nonsense.
Dec 2, 2019, 8:38 am
#22
Join Date: Apr 2004
Location: BOS
Programs: Marriott LTG, HHonors Diamond, Nat'l Exec
Posts: 3,581
Latest website joy -- cancelled an itinerary this morning, had it throw a payment error halfway through the process. End result is that my itinerary is CX and my refund is missing.
Mosaic line isn't even letting me through.
Thankfully not urgent for me today (was reminded I needed to change a January site when I saw the Cyber Monday sale) but yikes, what a mess.
Does anyone have an executive email for anyone at JetBlue?
Mosaic line isn't even letting me through.
Thankfully not urgent for me today (was reminded I needed to change a January site when I saw the Cyber Monday sale) but yikes, what a mess.
Does anyone have an executive email for anyone at JetBlue?
Dec 2, 2019, 8:41 am
#23
Join Date: Dec 2017
Programs: Mosaic. AA Gold, National EE, Avis PC
Posts: 80
If it's not urgent, Mosaic line is likely to be your best bet in getting through, and getting it fixed. I'd suspect with the weather + Thanksgiving travel made this an exceptionally busy few days; perhaps just try in a few days. I don't think an email into the void will speed things up.
Dec 2, 2019, 9:08 am
#24
Join Date: Oct 2018
Programs: DL LOL, Mosaic, UAL Silver, MR Titanium
Posts: 115
I'm not sure an executive email would help. As far as I can tell, having the worst website and app in the industry is a major point of pride for JetBlue. If anything, your complaint would likely be taken as a compliment.
Dec 2, 2019, 10:16 am
#25
Join Date: May 2003
Location: BTV
Programs: DL, LH, Marriott
Posts: 159
Six calls to JB CS last week were all 30+ wait time, and the chat feature either wasn't available or returned error messages. Agent confirmed today that callback feature was eliminated (no explanation why), that website chat function and payment verification and session timeout were not working 'to spec'. Supervisor, however, was willing to refund my outstanding CX fee into my travel bank - they still excel at CS ... once you can get through. I advise that you keep trying, and hang up and try again if you don't get a reasonable response.
I am writing a feedback letter to express my dismay at this multi-point tech failure.
- ianbtv
I am writing a feedback letter to express my dismay at this multi-point tech failure.
- ianbtv
Dec 4, 2019, 9:54 pm
#26
Join Date: Nov 2006
Location: SFO South Bay
Programs: UA 2MM
Posts: 3,052
Yes, JetBlue web site is well behind the industry. Worst of any airline I regularly use. So many things are wrong, it is clear they do not think a poor web experience is worth the cost of fixing.
And yet, I still fly with them because of Mint.
And yet, I still fly with them because of Mint.