JetBlue

7.6

Overall Score

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JetBlue Airways is one of the leading American low-cost airlines. They are headquartered in Queens and they maintain a corporate office in Cottonwood Heights, Utah. They have several worthwhile destinations within the United States, along with destinations in the following areas: The Caribbean, Bahamas, Bermuda, Barbados, Colombia, Costa Rica, Dominican Republic, Jamaica, Mexico, Peru, and Puerto Rico. As of 2013, JetBlue serves 84 destinations. These hubs are found in 24 states in the United States and the countries listed above. JetBlue is a newcomer in the airline industry. They were founded in August of 1998. The company was founded in February 1999 under the name "NewAir." Several of JetBlue's original employees had been with Southwest. JetBlue has a lot in common with Southwest, being a cost-affordable carrier. Although a low-cost carrier, they strive to provide quality amenities, including in-flight entertainment, TVs in each seat, and satellite radio. We found some good prices with JetBlue. Some of the prices included trips from Salt Lake City to Orlando or New York, which were priced at $168 and $179 respectively.  

The Good

  • Discounted fares
  • Wi-Fi
  • Baggage

JetBlue does a really good job of providing discounted fares for their customers, as quoted above. JetBlue does more for its customers than some larger carriers. We really liked that JetBlue was one of the companies in the industry that didn't have a refundable/non-refundable fare option, meaning that if JetBlue cancels a customer flight, the customer doesn't lose their fare. We found that this was an issue with other carriers, such as Virgin America. If your flight gets canceled, JetBlue will let you change your flight without the flight change fee.

We also liked that every JetBlue flight has free basic Wi-Fi, as well as a television at every seat. JetBlue's Wi-Fi is more reasonable than the service offered by Gogo, which charges for basic Internet service. JetBlue has a FlyFi program that lets customers get basic Internet for free, but after that, the Internet costs $9/hour for their premium service.

Another thing that we really liked about JetBlue was that they always honor their lower fare. If a customer requests the lower fare 14 days after they purchased their ticket, prior to the date of departure, they can receive the lower fare. However, effective June 30 of 2015, there is a fee based on the fare option selected on tickets exchanged 15 days or more after the date originally booked. These fees are:

  • Blue: $70
  • Blue Plus: $60
  • Blue Flex: $0

We also felt like JetBlue had a good baggage protective policy. With smaller carriers, such as Virgin America, we found that the baggage limit liability was not quoted in an exact dollar amount. Some carriers even suggested that their customers should purchase travel insurance rather than guarantee protection for a bag.

We called in and double-checked the price of fare from Salt Lake City to New York. We found that the price quoted to us over the phone was consistent with what was purchased on the website. They also gave us some information on the travel insurance that was quoted to us on the JetBlue Allianz website.

The Bad

  • Complaints
  • Short-notice changes

We had to dig a little bit in the complaints on various websites to find some issues that customers had with JetBlue. Some customers reported that they weren't adequately reimbursed for damages to their baggage. One customer reported only getting $50 for damage to some of their child's checked baggage.

Some customers reported issues with flights being changed on short notice and some cancellations and delays associated with plane mechanical issues. Some customers reported delays when calling the JetBlue customer service line. We also experienced some similar issues during our call-in.

The Bottom Line

We recommend JetBlue. We found that their in-flight Wi-Fi is better than some other carriers, such as Delta. We also liked that their insurance coverage and baggage liability was similar to some of the higher-end airlines in the industry. Also, their flight cancellation policy is very fair for a budget airline.

User Reviews

4.3

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  • 8

    Suzanna Wootton

    December 13th, 2017 Springville, UT DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    I’ve nevee had a bad experience with JetBlue. They have great customer service and are always willing to work with you!

    Helpful?
  • 8

    Derrick Martinez

    December 13th, 2017 South Jordan, UT DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    One of my favorite airlines. Might be a little pricey but you get what you pay for. Great service and an enjoyable flight.

    Helpful?
  • 8

    Chuck Stiggins

    December 13th, 2017 Provo, UT DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Good service and friendly staff. The flight attendants are always so willing to help! The extra leg room is a great plus too!

    Helpful?
  • 10

    Kimberly Bronson

    December 9th, 2017 Idaho Falls, ID DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    We have never had a bad experience with JetBlue. We love how comfortable the seats are and the personal screens on our flights.

    Helpful?
  • 10

    Becky Stiggins

    December 8th, 2017 Provo, UT DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Jetblue is a great airline! The seats have plenty of leg room, and they are generous with their snacks, which are good and they offer a wide selection. I highly recommend this airline.

    Helpful?
  • 10

    William

    December 7th, 2017 South Jordan, UT DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Jet blue is my favorite airline of all time. By far the most comfortable seats in the business.

    Helpful?
  • 10

    Linda Levin-Scherz

    December 5th, 2017 Belmont, MA DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Nice planes--though I'm worried it might be going the way of other airlines and creating uncomfortable seating.

    Helpful?
  • 10

    Jameson Fairbourn

    November 29th, 2017 Sandy, UT DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    I Love traveling with Jet Blue. So friendly and helpful; I’ve used their vacation planning as well and it worked out awesome. I will for sure be returning to use them.

    Helpful?
  • 10

    Raquel

    November 29th, 2017 Sandy, UT DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    We went on a trip and there a ton of delays but JetBlue was great to give us a travel voucher to make up for it.

    Helpful?
  • Verified Customer

    10

    Shireen Collins

    November 28th, 2017 Stephens City, VA DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Love Jet Blue....I just miss $60 fares from BWI to BOS, and leg room you now pay for I think.

    Helpful?
  • 10

    Lauren Hirsch

    November 27th, 2017 Yorktown Heights, NY DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Expedia had messed up our Jet Blue Reservation dates. They refused to help me despite them admitting their own error, because it had been more than 24 hours later that I noticed. I called Jet Blue. Not only did they wave their fees for changing our flight. they also upgraded our seats for free, due to my back surgery I was having, and my reason for flying. I will forever be grateful for their amazing customer service!

    Helpful?
  • 10

    Darren Cardwell

    November 21st, 2017 Riverton, UT DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Loved the whole experience from the comfortable seats with plenty of leg room to the in seat video screens and the in flight service. The website is easy to use. The pricing is usually very competitive.

    Helpful?
  • Verified Customer

    10

    Carol Pena

    November 20th, 2017 Melville, NY DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Very friendly they have TV's gives you free snack and very accommodating.

    Helpful?
  • Verified Customer

    8

    M C

    November 20th, 2017 Fort Pierce, FL DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Affordable, and very friendly personnel. Clean aircraft, seats in the cabin are comfortable, could use more leg room without having to pay the extra money.

    Helpful?
  • Verified Customer

    10

    John Carpenter

    November 20th, 2017 Ware, MA DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Leg room, courtesy and mostly on time and love the individual tv sets

    Helpful?
  • Verified Customer

    10

    Jan Watling

    November 20th, 2017 DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Easy to deal with online, inexpensive, pay for more isn't outrageous, pleasant employees.

    Helpful?
  • Verified Customer

    10

    Stephen Robbins

    November 20th, 2017 Cypress, CA DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Good service at the gate and on the plane.

    Helpful?
  • Verified Customer

    8

    Freddy G

    November 20th, 2017 DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Nice airplanes and amenities. Their prices are usually higher but if you search constantly and with time, you can find some great deals with them

    Helpful?
  • Verified Customer

    10

    Alfredo Bona

    November 20th, 2017 Alameda, CA DETAILS

    Value for your money
    Quality of product or service
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    Company trustworthiness

    airplane staffs were very accommodating and pay attention to the passenger needs

    Helpful?
  • Verified Customer

    10

    Carrie Crouch

    November 20th, 2017 Lawrence, MA DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    The employees on all levels pay attention to detail and give excellent service to their passengers.

    Helpful?
  • Verified Customer

    10

    James terveen

    November 20th, 2017 DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    ALWAYS GREAT CUSTOMER SERVICE, on time, and excellent boarding process

    Helpful?
  • Verified Customer

    8

    Celeste Blanchard

    November 20th, 2017 DETAILS

    Value for your money
    Quality of product or service
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    Company trustworthiness

    Almost always on time to other airlines, courteous staff, and their late night flights accommodations.

    Helpful?
  • Verified Customer

    10

    Desiral Hagger

    November 20th, 2017 Lees Summit, MO DETAILS

    Value for your money
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    Customer Service
    Company trustworthiness

    Awesome customer caring services, they accommodated me during bad weather.

    Helpful?
  • Verified Customer

    10

    Tom Williams

    November 20th, 2017 Fairfield, ME DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Great customer service, honest presentation, fair pricing

    Helpful?
  • Verified Customer

    10

    alphie robinson

    November 20th, 2017 Cambria Heights, NY DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    on time, comfortable seats, entertainment and courteous staff

    Helpful?
  • 10

    Nicole Cardwell

    November 20th, 2017 West Jordan, UT DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Great leg room, great movies, and great snacks.

    Helpful?
  • 10

    Connor

    November 20th, 2017 Herriman, UT DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    I love flying wth jetblue. They have touch screen tv's for every seat. They randomly gave out two free round trip flights which I thought was cool. I would definitely fly jetblue in the future.

    Helpful?
  • 10

    Laura Payton

    November 19th, 2017 Waterbury, CT DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Our experience was great. The crew was professional, the leg room was amazing, and the tv’s were a great detraction for someone who doesn’t like flying. The WiFi was not working both ways, but having WiFi that u don’t have to pay for is another +

    Helpful?
  • Verified Customer

    10

    William Savarese

    November 14th, 2017 Jensen Beach, FL DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Comfy seats, they take care of their customers.

    Helpful?
  • Verified Customer

    10

    Sonya

    November 14th, 2017 Hampton Bays, NY DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Jet Blue offers more room for passengers. Overall, they offer a better experience for the money.

    Helpful?
  • Verified Customer

    10

    Robert Norwood

    November 14th, 2017 Billerica , MA DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    New planes, left on time arrived early. Everything was just the best.

    Helpful?
  • Verified Customer

    8

    Richard Schneider

    November 14th, 2017 Los Angeles, CA DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Good service, leg room, prices are very competitive

    Helpful?
  • Verified Customer

    10

    Pearl Sullivan

    November 14th, 2017 Bronx, NY DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    JetBlue has excellent seating for larger individuals without the extra cost. Very good customer service

    Helpful?
  • Verified Customer

    10

    Patty

    November 14th, 2017 Westwood, MA DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    TV's & most non-stops, clean planes & friendly crew

    Helpful?
  • Verified Customer

    8

    Natalie Shuman

    November 14th, 2017 Saint Cloud , FL DETAILS

    Value for your money
    Quality of product or service
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    Company trustworthiness

    Seating are too close prefer to have more space or leg room

    Helpful?
  • Verified Customer

    8

    laurie bagwell

    November 14th, 2017 Wickenburg, AZ DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Great value for your money. If they offered more direct flights then I would rate 5 stars.

    Helpful?
  • Verified Customer

    8

    Katia

    November 14th, 2017 Miami, FL DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    they always on time , comfortable seat , free movies! nice crew

    Helpful?
  • Verified Customer

    10

    justin z.

    November 14th, 2017 Forest Hills, NY DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    I rate Jetblue a 5 because of the generous legroom, individual movies, blue potato chips

    Helpful?
  • Verified Customer

    10

    Janice Williams

    November 14th, 2017 Baltimore, MD DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    Jetblue services was professional, stewdess were polite, the flight was smooth

    Helpful?
  • Verified Customer

    8

    Elsbeth

    November 14th, 2017 Modesto, CA DETAILS

    Value for your money
    Quality of product or service
    Customer Service
    Company trustworthiness

    They always cancelled flights while other airlines still flew

    Helpful?