Is JetBlue Airways a Good or Bad Airline?

JetBlue Airways has been disrupting the airline industry since its launch in 2000, offering low fares, excellent legroom, and customer-friendly amenities. Over two decades later, the New York-based carrier has grown into the sixth-largest airline in North America. But is JetBlue still a good airline to fly, or have cost-cutting measures and operational challenges caused it to lose its way? Let’s take a comprehensive look at JetBlue’s product offering, operational performance, and what travelers are saying to determine if it remains a preferred option.

The JetBlue Experience

One of JetBlue’s most distinctive offerings is its suite of fare options that cater to different traveler needs and budgets. The airline’s basic “Blue Basic” fares provide a no-frills experience similar to other carriers’ basic economy, prohibiting anything beyond a personal item in the cabin. Regular “Blue” fares are traditional economy tickets with standard amenities. Customers can upgrade to “Blue Plus” to get a free checked bag or “Blue Extra” for additional perks like early boarding. JetBlue’s premium cabin is called “Mint” and features lie-flat seats and an enhanced service on select transcontinental and transatlantic routes.

In-flight, JetBlue stands out by providing complimentary seatback entertainment systems with live TV, free high-speed Wi-Fi, and free snacks and non-alcoholic beverages even in economy class. While basic, these amenities are a cut above what major U.S. network carriers offer in coach. JetBlue’s seats also receive praise for their generous pitch (legroom) compared to competitors.

The carrier has invested heavily in its premium Mint experience as well. Its latest Mint Studios on the Airbus A321neo offer enclosed suites with a separate guest seating area. While very expensive, Mint delivers an exceptional business class experience on par with international first class on some airlines.

Frequent JetBlue flyers can earn TrueBlue points towards free flights with no blackout dates. While the revenue-based program doesn’t offer outsized redemption values, it seamlessly prices award tickets based on actual cash fares. TrueBlue elite status provides additional perks like free checked bags, priority services, bonus points earning, and more.

JetBlue also fields co-branded credit cards issued by Barclays that help customers earn points and receive additional benefits like an annual travel credit. The JetBlue Plus Card in particular offers a free checked bag, bonus points on JetBlue purchases, and discounts on inflight purchases.

Operational Performance and Reliability

While JetBlue offers an excellent product in the air, the airline has experienced significant operational challenges and delays on the ground in recent years. The carrier ranked dead last in operational reliability among U.S. major airlines in 2022 according to data from FlightAware. JetBlue canceled 4% of its flights, higher than any competitor, and over 30% of flights experienced delays averaging over an hour.

The airline has drawn flak for its struggles to quickly re-accommodate passengers during disruptions like severe weather events. Many customers complained of extensive wait times when calling for help rebooking missed connections. JetBlue has also ranked among the worst U.S. airlines for mishandled baggage in recent studies.

These types of reliability issues were unheard of for JetBlue in its early years when it performed near the top of the industry. Experts point to rapid growth, a lack of scheduling flexibility due to the airline’s coastal hub airports, and cost-cutting measures as potential culprits.

JetBlue does get high marks in safety audits from airlineratings.com and has been fatality free for over a decade. But its disruptive operations landed it in last place for overall airline quality in the latest study from researchers at Wichita State University and Embry-Riddle Aeronautical University.

What Passengers Are Saying

Traveler reviews of JetBlue tend to reflect its bifurcated performance – an excellent in-flight experience marred by a lack of operational dependability. Comments from review sites like SkyTrax and TripAdvisor frequently praise the generous legroom, free amenities, and friendly service in the air.

“The flight was the most comfortable flight I had been on, the seats had the most legroom I have ever experienced in economy,” wrote one satisfied TripAdvisor reviewer. Multiple Mint flyers also raved about the outstanding hard product and quality food and beverage service in the premium cabin.

However, reviews mentioning delays, cancellations, poor rebooking policies, and struggles with unresponsive customer service are abundant as well. “They charged me $150 additional to the $35 because my luggage was 10 lbs overweight. When I questioned it they were very disrespectful,” complained a TripAdvisor user. “No delays, the flight was comfortable…until they cancelled our return about 9 hours before due to crew scheduling with terrible customer service in trying to get rebooked,” said another review.

The JetBlue Reddit community reflects similar polarization, with some passengers defending the airline’s generous legroom and onboard product while others bash its recently subpar operational integrity and customer service shortcomings during irregular operations.

Who Should Consider JetBlue?

JetBlue may be an excellent choice for certain travelers, particularly those based near its coastal hub airports who can take advantage of nonstop routings and schedules. Leisure travelers, especially those looking to splurge on JetBlue’s outstanding Mint class, will enjoy the amenities and spacious seating. Families may appreciate the free seatback entertainment and snacks to placate kids on longer flights.

The airline’s Blue Basic fares are also competitively priced for no-frills travel, and its co-branded credit cards can help offset costs if you are already loyal to JetBlue. Customers living in the airline’s key markets of Boston, New York, Fort Lauderdale, Los Angeles and Orlando likely have the most JetBlue nonstop route options.

Who May Want to Avoid JetBlue?

While JetBlue has much to offer for the right customer, others may want to explore alternative airlines. Business travelers, especially those based outside major JetBlue hubs, will likely find suboptimal scheduling and routings that require connections. The lack of an expansive global network through airline partnerships is another drawback.

Passengers unable to afford expensive walk-up fares following a cancellation may also want to avoid JetBlue due to its struggles re-accommodating travelers during disruptions. Those seeking a reliable airline less prone to delays and cancellations should explore other options until JetBlue can improve its operational integrity. The same is true for travelers who frequently need to check multiple bags, as JetBlue’s baggage fees can add up quickly.

The Verdict

JetBlue remains an excellent airline for the onboard product it delivers in economy and premium cabins alike. Free amenities, spacious seating, and customer-friendly policies set it apart from the major U.S. network carriers. The airline also offers very attractive fares, especially for vacationers venturing to warm-weather destinations it serves nonstop from the Northeast.

However, the carrier’s struggles with delays, cancellations, and customer communications during disruptions are impossible to ignore. This lack of operational reliability is a significant blemish on JetBlue’s reputation and undercuts much of the positive in-flight experience. Travelers able to remain flexible may still find JetBlue a strong value, but those requiring a more dependable option should explore other airlines, at least until JetBlue can regain its footing.

JetBlue is clearly at an inflection point as it expands its route network and works to improve operations. With new management focused on overcoming the airline’s issues, JetBlue could emerge from its current turmoil as an even stronger player buoyed by loyal customers attracted to its premium amenities and low fares. While no longer the shining disruptor it once was, JetBlue’s unique approach keeps it an intriguing and potentially rewarding option for many travelers.