MY EMAIL TO JETBLUE

I was treated with much disregard as a customer at Santiago airport on November 29 2009. I was late by 8 minutes as far as when they said they "closed" out the flight, and even then there was still about an hour left before takeoff. The airplane was still loading cargo and passengers were still boarding. When asked to speak to the supervisor I was told she was not available. When I asked to speak to any manager or supervisor they told me he/she was unavailable too. I am fully aware of the guidelines with respect to being at the airport on time and so forth, but in spite of this, other companies have gotten me on their planes 15 to 20 minutes before take off. I have flown with many airlines including American Airlines and Delta and many more in Europe, and I wanted to try Jetblue for travel to Santiago since my father and I own the 2nd largest tobacco company in the country, and travel there weekly. I will say this much. We run a multi million dollar business so I personally know how customers should be treated and this was not the way. The attendants at the airport added in more of their personal opinions and attitudes into their version of customer satisfaction which was not at all expectable, and their responses were only those of the company’s guide lines that you must be at the airport on time, as if I was a 3 year old child. They did not try to accommodate us (my girlfriend and I) at all. I even became a true blue member before flying thinking that I would be flying twice a week with Jetblue. I will say that unless no other airline is available, I will never fly with Jetblue, nor will any member of my family or friends. The only reason I decided to try jetblue was because from a business perspective, the fare price was reasonable at the time. However, after experiencing such unpleasant customer service I would rather pay 10 times over for a fare as long as I am treated with respect and some dignity. I am not mad but rather heavily disappointed in Jetblue's customer service and I can only hope that this is not a representation of Jetblue’s customer service. As a decent amount of the Dominican Republics annual revenue comes from travel and tourism. I do not want any apologies nor do I expect a response from you, although I would be very interested in how you as a company will respond.

FYI, my flight details are below:

Flight number 836 STI to JFK 11-29-09 depart time: 11:38 am (was forced to take a stand by flight)

JetBlue is the best airline I've ever used! I fly out of JFK regularly, which is their hub. From the ease of the online purchase experience, to the moment I step off of the Airtrain and walk into the terminal, they've set up their airline so that your complete flying experience is as easy as possible. Before I even got to the main terminal, there were a set of kiosks with no lines, where you can check in. When I got to the main terminal, there were more kiosks and several areas if you prefer to check in with a person. (You can also print out your boarding pass online while you're at home, and skip this part all together.) When you get past security, it's almost like a high-end mall with great restaurants, etc. There's a "food court" area with burgers, sandwiches and more to choose from. (I use quotes because it's nicer than your typical food court.) There's a nice sushi bar. They have a big open space with tables and chairs - you can connect to you computer using wi-fi. Even the little details, like having automatic anti-bacterial foam dispensers strategically placed, are really nice (e.g., before you enter the food court they have a few). And, they have people standing around who can answer your questions. There's even a desk area set up where I found 3 people who were not swamped dealing with other things, who were sitting behind a sign that said "How can I help?" (After a horrible experience with American Airlines having to hunt someone down, then to only have him take me to some random gate where I had to stand in line, all to find out where my connecting gate was because THEY neglected to post this information on their screens, I am an even bigger fan of JetBlue.) I've flown them 5 times this year, and they haven't been late once (even getting to our destination early a couple of times). But even if I do get delayed while waiting for a JetBlue flight in the future, that's expected and I would still give them top ratings. As far as the flight goes, they have comfortable seats, the crew is always nice, funny and light. AND the best part is they have TV sets in each headrest, with several channels, that can be individually controlled. I could go on... I never do this, really, and I'm not an employee... I just told an employee I loved their airline, and he said "write a review" so I did!

If you are an adult, flying with JetBlue or if you are accompanying your children in flight, the accomodations that JETBLUE delivers is wonderful. Every seat has it's own personal TV's, which has a vast array of shows to choose from, there is XM music, your choice of several movies, all from a TV screen attached to the back of the seat in front of you. The leg room is top notch with plenty of room to stretch out your legs without the cost of a first class ticket. The cost and deals of flying such a clean and roomy airline is exceptional. They still offer a small snack with a beverage and the attendents are very pleasant.

BUT:

NEVER NEVER allow a young child to travel with them alone. THEY ARE HORRIBLE!! My daughter was suppose to be excorted to her safety person while flying alone. I was VERY nervous about flying a young girl alone and should have listened to that "little inner voice". I was reassured of the special care JetBlue delivers to children flying alone because of their "Meet and Greet" plan and even as I expressed my concerns up, they rebuttaled with full reassurance to those concerns. Well, ALL the things I feared, came true flying this airline company! JetBlue NEVER ONCE addressed my daughter on the plane NOR made any attempt to locate and gather her when the plane landed. She walked casually OFF THE PLANE, ALONE, not understanding SHE was to ask for the help and assistance and walked HERSELF to the BAGGAGE area, very distraught and frightened. Thank the Lord, the person that was picking her up, was waiting intently for her and saw her walking alone down the terminal to the baggage area and waved her down. After much hugging and calming her down, she left the airport in safe hands.

They gave me lots of misinformation about the care of my child AND then tried to reassure me of her safety. When a complaint was filed, they casually apologized for the "inconvenience" and then asked if my daughter left without checking in with the stewards, or if she just walked off...acting like it was my little girls fault. And they brushed us off.
JETBLUE DID NOT FOLLOW THROUGH WITH MY CHILD AT ALL! BEWARE OF THIS AIRLINE WITH CHILDREN TRAVELING ALONE!

We booked tickets to Florida and got an email notice our flight is cancelled and must take a later flight. We have an infant and wished to get home earlier. This is why we booked the return flight in the early afternoon.We now have to change our car rental reservation and prolong hotel stay and we wanted to know what the airline do for us. After exploring the only option of must accepting a later flight, we asked for compensation and the airline said read the fine lines that we can charge you $100 dollars for changes but we can change whenever we like. Got hang up, had to call back twice, wait for half an hour the next day at 8am to get the answer to our second question. We asked since we have extra leg room seats on return flight but sitting opposite in ail seats could they move one seat so we can sit next to each other.The answer it costs $25 dollars to move our seats bc its extra leg room seat but we already have them and why are we being charged. Answer b/c computer does it and absolutely make sense to the rep that we are charged!!

My first time flying was JetBlue and it was the worst service i ever had. while i was on the plane my tv didnt work and the flight attendants were very rude and werent helplful at all. on my way home when i went to pick up my luggage my new bag had a huge hole in it and most of my belongings were missing. i went to file a report and everyone was rue and told me it wasnt there problem and i was out of luck. i would not recomend jetblue.

Jet Blue is one of the worst airlines in terms of customer service and getting information. Trying to get a customer service representative on their phone line is like pulling teeth. Jet Blue workers at airports like JFK are as far from helpful as anyone could be. If you have the option of using another airline you really should.

do you guys notice a trend with the reivews here there all about a flight delays they dont mention the many amenties they offer i have always flown jetblue and no i dont mind paying for my ear phones as long as i can have direct t.v. and by the way you want to see real nickel and dimeing cheapskate airline fly south west they are un pared with there food serviece and are simpliy the best

Wow I used to always love Jetblue till like last year. I was stuck on the runway for 6 hours for no reason. They claimed it was weather but 6 hours is way too much to stay on a plane and do nothing! A couple months later i'm waiting to go back home expecting to go to school the next day and i'm waiting at the terminal at 5pm till 12am for JetBlue. The plane never even came! They told everyone to go home and come back a day later. How pathetic! I didn't even have a ride home till 3am! I was devastated. No one even got a sorry or money back or nothing. JetBlue is losing it..

they will catch you anywhere they can to get more money out of you, at the end it will cost you more then any other Airline

6-hour delay -- ultimate cancelation and they gave no compensation, blaming it on the weather, even though it was NOT the weather that caused the delays. Their staff is incredibly rude and snappy.

Don't get sucked by the slightly-lower prices...NEVER fly with JetBlue!

Absolutely inexcusable behavior without full explanations. We were left in the airport for hours on end. The explanation was the weather. Curiously, no other airlines showed delays. Worse, most customers missed connections, and jetBlue doesn't have any partners, nor do they help find flights on other airlines. My connection was Boston to New York. The next flight available was 7 hours after my original connection. One of my worst experiences. No explanations were offered. Just the facts - you're out of luck! Pillow and blanket are available for the low cost of $7, though, so that's good.

They pulled a bait and switch with the ticket prices and we had lots of trouble trying to check in on-line. Bad customer service! Stay away. TV in the headsets are not worth the hassle!

Good fares, excellent in-flight entertainment (nonexistent on domestic flights on legacy airlines), and blue potato chips.  Too bad they don't fly anywhere I want to.

We will NEVER fly Jet Blue again...ever. We had too many horrific experiences with them and unfortunately, the Direct TV is not enough to bring us back. Our flights are ALWAYS delayed and more recently we experience two cancellations (blamed on weather and therefore made the airline responsible for nothing). We sat on the tarmac twice and were taken back to the gate to then be notified our flight was cancelled. Jet Blue personnel is young, rude and as unprofessional as you can get. You'll regret your decision to fly this airline. Pay the extra money and fly American, Southwest or even Delta (it's just that bad)!

Worst experience ever. They enjoy canceling flights for no apparent reason. No help from customer service as to what alternatives I had.

Great prices, great people, lots of room, your own video screen. What else could you ask for?

I tryed last year to fly from JFK to SFO I went at the airport way in advance (3hours) When I arrived there is was the total mess and unorganised. I waited 2 hours on queue to hear my flight was canceled and there was no more flight available until saturday. (It was thursday morning and I was supposed to come back sunday.) The flight was 750$ so I expect some service for that price... The lady they I could wait in case a passenger was not in but she can not tell more. I waited from 6 am to 8pm at the airport with no luck and no informations from JetBlue. Finally I canceled everything and look by myself for an hotel in Mannathan. They just ruined my weekend planned way in advance with just a sorry.... Will not fly with them anymore as they are not reliable and do not inform passenger during a "crisis". 

I personally never flew with them but my brother does at least once a year and swears they are the best airline out there.

I used to love JetBlue. Good prices, but THE WORST CUSTOMER SERVICE. I recently flew out from Washington, DC Dulles Airport (IAD) and two employees at the ticketing counter had me completely discriminated against. I asked them to issue a temperary gate pass for my husband since he is in the military. Now, if you're in the military, you know what I'm talking about when you have to say goodbye to one another for unknown periods of time. I simply asked him about it, and he jumped at me telling me NO, there is no way I am issuing this to you. The employee (name respectfully kept private)
even told me I did not have the right to say what I felt, when I simply told him that I had never recieved such degrading service from any other JetBlue employee before, and in the past all the other JetBlue ticketing counters have not had a problem with issuing it. I didn't know that JetBlue employees had the power to take my right to freedom of speech away. I couldn't get through to him, so I told him to call his manager over, and his manager was too busy on his cell phone to even deal with the problem. Very unprofessional. I waited a good few minutes until he even gave me the time of day. I told him the issue and he told me a I was crazy and there was no way anyone in this airport was going to issue me this ticket, period. He told me in a threatening manner. After this dispute, as I walked away, they were talking behind my back to "flag" my name down. I'm assuming they told the boarding people to treat me rotten as well because I was discriminated against by every JetBlue employee from there on forth from the ladies that scanned my boarding pass, to the flight attendants. When I got to my destination, I wrote to JetBlue in regards to my unpleasant experience, and I recieved one pittyful apology, followed with contradicting statements telling me they still believed I was wrong and they were right. JetBlue shows that they could careless if they lose loyal customers. They like to sugar coat it and tell you that you play a big role as partners in business, but when you confront them about an issue, you dont receive anything but a heartless reply. JetBlue is a deep disappointment.

I'll fly to a different city than my destination just to travel on Jet Blue.

I'm a UA or AA girl since I live in Chicago. I chose Jet Blue to fly from JFK-ORD because the departure time was right for me (flying in from Vienna). I'd heard so much about Jet Blue so I was very curious to see what they were all about. I flew on an ERJ 190, 2-2 configuration. The plane was clean, leather seats roomy (and I have hips), and plenty of leg room (this could all be perception since I was cramped in on an 9 hr International flight). Flight attendant staff was very friendly as was the flight deck crew - very informative throughout the entire flight. I would definitely fly Jet Blue again - the price was right and the service was exceptional. Who can beat Satellite TV and complimentary coffee and snacks? The 1 1/2 hr ride just flew by! My only complaint - not sure where the fault lies - is the waiting area at JFK. First of all JFK is filthy (compared to ORD), and Jet Blue's waiting area seats were ripped, carpet dirty, walls and columns streaked with dirt and who knows what. They need to invest some money and clean that up a bit!

Be careful Southern California. I had to cancel a flight on Jet Blue and found it almost impossible to re book because their sales are poor and far apart, if you live up North it is almost impossible to get to Long Beach, and finally they have so few flights and fly to so few places you can never find another flight you want. I have cancelled dozens of flights on Southwest and it I’ve never had a credit expire because of all the airports, sales and locations. It cost me $350 bucks to realize that Jet Blue is not worth the effort.

flew them from california to boston and back and the experience was relatively pleasant. the seats were too small, but that is probably true of other airlines.

Amazing. I fly jetBlue almost monthly and have never had bad customer service. The pilots let you know why there are delays when they happen (unlike my experience on Ted where they de-boarded the plane and didn't say why). The planes are really nice, seat comfort and legroom sold me the first time i flew them. The seatback live TV is nice. 3 hour flights don't feel like it, which is why I think the TV is my favorite part. The newer planes also have XM radio too. I've also discovered that all the planes have names and they have the word blue in them. They are quite witty (ex. "Badda Bing Badda Blue"). The flight crews are nice and I've only had one jB induced delay. If you have to call them, you usually get through quickly and the ladies speak English (no outsourcing to BFE). I highly recommend these guys, especially if you're flying up to the NE or out to CA. I go to Chicago and I deal with the short layover because everything else more than makes up for it.

Jetblue is the best airline ever! The custermer service is great and all the staff are kind and friendly! One time i was taking a plane to visit my firend in Seattle and i was running late and i arrived 15 mintues before departure. Everyone was quik ck and helpfull and got me and my bags on the flight. On the plane the food was great and the TVvhad all the best channels and the seats were comfortable. Jetblue is the best airline ever!!!!!!

I flew Jet Blue for the first time to New York from San Diego and I was so pleasantly surprised to see rocking chairs, flatscreen TV's and free wi-fi in the waiting area by the gate. the service wasn't exceptional but still above average and the planes are new and come with personal TV's for each seat. I feel Jet Blue is really targeting what appeals to business travelers and thus resulting in raising the luxury associaton of the airline.

The service is great... well except the fact that most of your tickets won't have a gate number ...or until you find they've lost your luggage. You know those bar codes other airlines put on your luggage? JetBlue doesn't use them. One of the customer Service reps confided to me that having electronic identification was something they were talking about. To add to the fun, one of the lost baggage agents told me my luggage had been found, and then later when I called back informed me I'd had a "miscommunication." Honestly, I should have known I was screwed when the baggage clerk said on the phone, and I quote, "Why the f*** didn't they load it in New York?" under her breath. And good luck trying to get something other than voicemail at the airport locations... truly, truly the worst airline experience I've ever had.

I love Jetblue compared to some other airlines such as AA. Their planes are clean, a lot of leg room and the direct TV in each seat is amazing for a cheap price. I once had a bad experience with them tough (also about 20 other passengers). I received my luggage late once because it was carried in an evening flight. It was not their first mistakes because someone warned me about that.
Still I like this airline carrier, I always look for them first when booking.
Just be careful with your luggage specially if you have to go out the same day. You might not have anything available to wear.

Flew JetBlue out of Newark, NJ to Orlando, FL - first and last time I will fly them! Their rates were a little lower but the service was HORRENDOUS! To Orlando: long lines at check-in (couldn't get a confirmation number to use the kiosk), ridiculously unorganized boarding (didn't board by rows so it was mass confusion) & had to de-plane and replane - upon re-board they changed our gate 3 times (even though they only had 2 gates in Newark) and printed the roster from the wrong flight so they couldn't board us until they did a reprint, posted a delay but not the anticipated new departure time (had to call a friend to go online and check)- delay ended up to be 2 1/2 hours, sat us in last row, bubble gum in our flight information card so pages were stuck together, flight attendants said all flights in/out Newark are delayed routinely. Return To Newark: another 2 1/2 hour delay when Newark reported weather delays of only one hour, different flight attendants on our return said delays are routine in/out Newark. STAY AWAY FROM JET BLUE!

At least these guys are honest and upfront. Just looks at US Airways with their big talk before the storm and then screwed passengers.

The single worst airline in the industry--and this is BEFORE the St. Valentine's Day Massacre

Never flown JetBlue, but I have heard from people who have, and even a couple of pilots that their prices are lower and that their service is excellent compared to the majors.

my wife and my 2 children are going to disney and i am trying to decifer if i want to fly continental or jetblue...i am leaning towards jetblue...can someone help me out here?

Good company. Comfortable seats, extra leg-room, free tv and movies with every seat. The only thing is that many of their routes are limited to the East Coast. I do use it frequently to get to the Northeast from South Florida. Prices are also good--with JetBlue, you get a much better level of service than the other larger airlines flying the same routes.

As far as comfort goes, Jet Blue is 5 stars. Even though I don't live on the east coast, you have your pick of so many destinations, which is great. However, Jet Blue fails when it comes to price as they are often in the middle plue their hub in JFK is filthy...but in any case, one of the better airlines

FOR COMING TO THE BAHAMAS I WILL FLY JETBLUE TO NEWYORK.EVERYONE IS SAYING THIS IS A NICE AIRLINE I WILL JUDGE IT FOR MY-SELF BUT I DO LISTEN TO WHAT SOME PEOPLE SAY.NEXT TRY IS JETBLUE FOR ME.

My only complaint is that they only fly to a limited amount of airports in the Northeast. For example, my sister visited for Thanksgiving one time. She wanted a direct, non-stop flight from Salt Lake City (she's not Mormon, so stop laughing) to where I live (Connecticut). Come to find out, JetBlue didn't fly in to the airport we have here (Bradley International), but into JFK instead. I do not, and never will, like driving into NYC. Had to beg and plead with my sister to either switch to an airline that would fly to Bradley or get a rental car. She finally agreed to get a car, but only to drive to my house from the airport, which is 1.5 hours from the city (Bradley is 1/2 hour max), but I still had to drive her back to JFK. That is why I only give JetBlue 3 stars, because they need to open more hubs in the Northeast so I won't have to drive back and forth from the city to pick-up/drop off my sister at JFK. If they can do that and keep their fares low, then they will be okay in my book.

PRO: Complimentary TV and movies at every seat. Extra legroom, but only from row 11 aft (not rows 1-10). CON: They are often delayed and we had to make an unscheduled fuel stop on my last transcon flight.

JetBlue is a good service for planes i know that i like flying on it.

I've flown many times on just about all the different US airlines, but recently I flew for the first time in Jet Blue, this is by far the best around. If you sit in the back of the plane you get a few extra inches of leg room, it doesn't sound like much until you sit in the seat, it really is a lot. Having the TV is great, it really helped the time fly by. I read some of the comment about the flight attendants I found them to be friendly and very helpful. From now on Jet Blue is the first airline I will look for.

For the most part, I can see why JetBlue gets as much respect as it does. They've got lots of onlys...only airline with live TV, all new aircraft, certain Internet booking features, flights between East Coast and Oakland/Long Beach, etc. I've never found them to have those annoying comedy club flight-attendants, but it seems like I always run into that on Southwest. No U.S. airline deserves 5 stars in my book, but these guys come as close as you can get.

I don't understand why everyone loves this airline so much. When I fly I like to just sit and relax. Flying Jet Blue makes you feel like you are at some kind of comedy show. The flight attendents try too hard and really quite lame. The cabin is noisy and almost always full. And if you book late you will probably get stuck in a middle seat. Try sleeping on one these flights .. good luck. However, they are very well priced for the most part, and easy to deal with it when it comes to changes. With the exception of Southwest or USair I would choose any other domestic carrier over Jet blue.

They are pretty good. If I had chance to get good price from them, I definelly go for jeyblue OR second choice South West

I have used Jetblue about four times and they were always on time and very accommodating and friendly as far as their serviece.

I've never had a bad experience on JetBlue. Their cross country fares are the best, their planes are new and clean, and you can't beat the live TV in every seat. They've done a great job of separating themselves other airlines - I almost always start my flight search with JetBlue.

they act like they invented the whole low fare airline concept. wait until they start paying for thier airplanes (that sweet lease deal is about expire).. and umm union contracts? they suck