They've gone downhill. As a customer from the beginning, it's sad to see how growth causes a decline in customer service, staff happiness and overall performance.
I'm on these birds monthly or more. Employees are almost always unhappy, * or distant. Is it OK to not unload the plane's luggage for an hour? Is it OK for nobody to EVER answer the phone? Is it OK to call, write and email the executive team and not get an answer?
I'm in NYC and they want to expand in Boston. Good luck, as I will be flying on another carrier. When you lose a million mile customer, you should be concerned.
Beyond poor airline. I have been flying since I was 6 and JetBlue is by FAR the worst airline I have ever flown with including international flights. Not only were both flights delayed but so were both connecting flights with very little information given on what the hold up was for. When I tried to get assistance from the staff they talked themselves in circles about everything that had nothing to do with my questions and then told me there was nothing they could do in any capacity to make things any easier. Very poor costumer service, very poor airline run by incompetent people. Do not fly with JetBlue the hassle is hardly worth the couple bucks you might save.
Has JetBlue ever heard about Intelligent Boarding ? This refers to start boarding from the rear of the plane first and pack them in towards the front. On a round trip flight in JFK-SFO and SMF-JFK, both times the call was made for pre-boarding - passengers needing assistance and those traveling with children. Of course everyone started queuing causing congestion with those truly in need of special assistance. On board also confusion as passengers in the front section were blocking the aisle for those seated at the rear. Could have easily been avoided had JetBlue kept passengers with seating in the front of the cabin for last. Intelligent boarding is not important for JetBlue and they should be commended for contributing to stress in travel. Compounding matters, the entertainment system did not work for the entire aisle. The flight attendant was rude and had a total lack of compassion. On the positive, good leg room.