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.
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.
Jet Blue Airlines offers standard prices for their checked baggage procedures. Although it is not the best an airline company can offer, their prices are competitive with other companies in the industry. A standard ticket fare charges twenty to twenty-five dollars for the first checked bag (depending on where a customer chooses to check it). Online or at a Kiosk will give customers the five-dollar discount when checking their bags. If passengers would like to wait and handle the checking process at the ticket counter, the fee for the first checked bag will be twenty-five dollars. If customers need to check a second bag, the price is thirty-five dollars for both a standard ticket fare as well as a Blue Plus ticket, which gets the first bag checked for free. Blue Flex ticket fares (though costlier) includes two bags checked free. Any additional bags with any of the three types of ticket fares will cost customers one hundred dollars each. It should be noted that there is a list of destinations in which any flight traveling to allows one free checked bag. The list can be found on the JetBlue webpage for any customer inquiring checked baggage prices through JetBlue Airline. In addition, to the cost of any checked luggage, JetBlue does allow passengers to bring one carry-on bag as well as one personal item such as a purse, laptop, briefcase, etc., for free onto any flight. However, all baggage that does need to be checked must meet the size requirements enforced by JetBlue, which is that all bags must be under fifty-one pounds in weight and sixty-three inches in height for an additional one hundred dollars will be charged as an excess baggage fee. Checked baggage must be turned in at the airport forty minutes prior to departure for domestic flights and sixty minutes’ prior for all flights going internationally.
There are many different types of travel insurance that an airline company can offer to their customers. JetBlue has a number of different policies concerning some of the most important traveling issues. One of the most important types of travel insurance is an airlines refund policy on purchased airfare. JetBlue has a standard agreement on this and will allow customers to make changes or request a full refund for up to twenty-four-hours after the original purchase. This gives passengers enough time to compare other airline prices and make necessary changes to any flight plans. After the twenty-four-hour grace period, a ticket becomes non-refundable. Changes to the ticket can still be made prior to the scheduled departure and subject to availability for a fee of up to one hundred and fifty dollars and any relevant fare difference. Cancellations of a non-refundable ticket are only permitted credit for future air travel with JetBlue for up to one year after the original flight departure date. Refunds are not given for any canceled travel of a non-refundable ticket. For lost baggage claims, JetBlue provides insurance that they will find the bag within twenty-four hours and compensate any reasonable expenses that occur during time to the customers. Additionally, JetBlue will reimburse any fees that were associated with transporting the bag right away. This is a benefit most airline companies do not offer to their customers and shows a great deal of exceptional customer service to JetBlue passengers. Any person traveling with JetBlue that has a preexisting medical condition or is in need of special assistance during a flight can reserve the necessary material that are need in advance either online or directly with JetBlue flight staff through customer service. All special requests are preferred to be made in advance so that the JetBlue staff can best accommodate passengers who need assistance. As another part of travel insurance, JetBlue also offers twenty-four-seven worldwide customer assistance as they have open phone lines ready to take calls with any questions or concerns their customers might have.
JetBlue, like many other airline companies, has a rewards program that gives points to customers who purchase airfare, and can in turn use collected points as reward points for purchasing future flight tickets. The rewards program through JetBlue is called TrueBlue. Some of the most enticing benefits this rewards program has to offer members is the no blackout dates policy on any JetBlue operated flight. This means that TrueBlue members can purchase flight tickets at any time with rewards points if the flight is operated through JetBlue. Some connecting flights for travel plans might have different aircraft carries, and these airlines may not follow the same no blackout date policy. Other great benefits of the TrueBlue rewards program include family pooling which allows members to pool together points for better deals on airfare. Points collected don’t ever expire and can be used toward any seats on a JetBlue aircraft. Points can be earned by purchasing JetBlue airfare and members can receive up to nine points per dollar spent on airfare depending on the type of ticket that is purchased. Points can also be acquired through partnering companies that give JetBlue TrueBlue members points for every dollar spent using their services. To use the rewards points toward airfare, members must simply select that option when purchasing their tickets online. Airfare when using rewards points is directly related to the current deal, so if a customer finds a lower rate on a specific flight, the number of rewards points needed would also be lower for purchase. Compared to other airline companies, the TrueBlue rewards program is standard and offers many of the same benefits that other airline companies rewards programs have to offer. No blackout dates and the ability to pool collected points are the best benefits the TrueBlue program has to offer and are excellent benefits to the members of the rewards program.