JetBlue - Book & manage trips

On march 7th , I had a flight from LGA TO JAX 4pm it was a wonderful flight even though I forgot to eat before my flight and I didn’t feel to well I was very lightheaded and hungry . I told a flight attendant who told me I needed to wait until he came back down with snacks so I waited another 20 mins when he came back down the 2nd time he told me I needed to wait again because he was only giving out water on the 2nd run the first run was the snacks that were for sale. So I had to wait 45 mins altogether after telling them I felt very faintly and needed to eat something. Than on the 3rd run when the attendant got to my row he asked me what I wanted and I told them I would like one of each of the snacks and he rudely and aggressively grabbed the bags and aggressively passed it to me . I do not know why they were being so disrespectful and mean to me but it hurt my feelings. I understand ppl have bad days but it seemed more than just a bad day because everyone else received smiles. I hope it doesn’t happen again that was my second time my first time was amazing! Please speak to your attendants who flew that day they need more training for guest service

I’m not sure if this is the right place to share this feedback but I’m very disappointed by how JetBlue handled my schedule change. I received an email saying that my schedule changed and I needed to log in to confirm the change or change my flight. After multiple times of trying to change my flight through the link, I received an error message that said I needed to call customer service in order to change my flight. So I did. After spending over 45 minutes waiting to speak to an agent, I was told that I am not able to change my flight because it is a points and cash booking. The only option is to cancel the flight and rebook. So I said fine, cancel my flight. I was then told that in order to conceal over the phone I would have to pay a $25 fee. Absurd. I was told to call to update my flight and then after wasting my time on the phone, I was told to cancel it myself or pay $25. This could have all been avoided if JetBlue had instead told me my only option was to cancel and rebook when I was attempting to change my flight in the app, or if the email I received was tailored to points and cash bookings to make it clear that if I did not like the flight I would need to cancel. This was a horrible experience and it always reminds why delta is the better airline. The app and the customer service are clearer and there are never fees for over the phone transactions. If you want to stop people from calling, make your in app messaging clearer!

After changing wich gate my plane is at three times and being stranded in the airport of a new state far away from my departure and destination i finaly got to where I was supposed to be after three days. My grandma and I slept in the airport after they refused to put us in a hotel. By the time I got to where I was going I was so exhausted from having to carry my grammas stuff and my stuff and push her in a wheelchair all arround the airport for three days that i was seeing shadows and the walls of the airport were dripping onto my bags not one person in that whole airport once expressed sorrow for the situation we were put in but they laughed and told me matter of fact these things change all the time. I will never ever forget how I was treated in the airport and by security. I have bad anxiety and security yelled at me after seeing the state I was in after no sleep and nonstop crying for three days they decided they were going to make me strip down out of my clothes down to shorts and a tank top from my sweats and a sweatshirt infront of everyone in there not to mention they made me put every one of my belongings in separate X-ray machenes I’m under 18 and I was a visible wreck and no one showed me any kindness matter fact they treated me worse than how they treated anyone else in there I hope no one goes through what I went through and the best way to avoid that is to spend a little extra for a secure flight plan

The old version of the JetBlue app is not working at all on my I-6 phone. It won’t let me update the new version because I don’t have 13.0 iOS. I have 12 point some thing on my I-6 Phone. I spoke with Apple and they said that Jet Blue did not update their app properly because it is not allowing many people to use their app because they don’t have 13.0 iOS on their phones. Please resolve your app issue immediately so I am able to use it like I have been using it for 15 years. I don’t have iOS 13.0 so I cannot use the JetBlue app for anything, even though it says that I can download the other version. I already have the original JetBlue app and it’s not working at all because you have a new App that requires iOS 13. Many customers including myself do not have iOS 13 on our cell phones, so we cannot use the old app or new app! Please resolve this ASAP! I’m extremely frustrated and have a JetBlue flight in a week so I will have to download my boarding pass and cannot do so at this time.

Most recent JetBlue exp, I purchase a one way ticket to DR for me and my sis and upon boarding the connecting flight was told to get in line to speak to gate agent, once it reached our turn Was told we couldn’t board because we needed a return flight and was told we didn’t have time to purchase one because they were getting ready to shut the door. As I frantically tried to purchase a ticket on the handy JetBlue app they began counting down 1 min, 30 seconds, 15 seconds Then sorry too late. You will have to come back tomorrow there are no more flights going out today and because you bought a basic ticket we can’t try any other connecting flights. I was appalled, instead of having us wait in line to speak to gate agent she could have just told us so we could have had ticket purchased by the time we got to the front of line. We could have been told in Cleve when we arrived at airport to board the first flight. And the 3 min it would have set the flight back for me to complete the purchase could have been made up in the air, instead we had to get a hotel in FLL and missed our appt for that afternoon. Felt like something I would have experienced with Spirit and I quit riding Spirit because of the horror stories.

My wife and myself planned a trip for our honeymoon and they didn’t assign us seats together even though we bought tickets together. Don’t understand how that makes sense especially with her being terrified of plans and needs me to sit next to her. I didn’t get any help from anyone that I chatted with online or on the phone and for this very reason never have flown with JetBlue and honestly never will after this trip! Please be aware of this trap and if you have kids don’t expect them to sit with you when you buy your tickets unless you pay the 50 dollars per person to change them. Absolutely ridiculous and the main reason why I fly with southwest and not JetBlue! Be aware of this scam and know that they don’t care if it’s your honeymoon, birthday, or funeral as long as they scam you and get their money’s worth. Then they tried to badmouth Expedia and such saying don’t do it with them just do it through us. Sorry to say but the trip with Expedia was perfect and the only problem was the flights with this flaky company. Just lost another 4 customers and more because I will be letting the world know of how difficult and complicated it was working with this airline. I will be making a post telling friends and family to never fly with this company for this very reason! Absolutely ridiculous without any help from you guys!

While traveling from Puerto Plata to New York JFK Flight 1528 on April 2, 2024. I have always been told while waiting to use the lavatory not to stand in the forward gallery area but to always stand behind the line by where the first seats are……. This is why yesterday I found it much to my surprise when 2 passengers an elderly woman who was sitting in seat 1D and and another man in his 60’s was allowed to stand there for over 30 minutes laughing and talking with 3 crew members (a lady and 2 males) all of Latin descent. The male passenger was even drinking wine in a plastic cup. During this time on several occasions we experienced turbulence and the Pilot announced for everyone to remain in their seats and buckle up your seatbelts. And these 2 passengers was allowed to stay in the forward gallery area all while intending bathroom users had to excuse themselves and navigate through these 5 people who had congregated in this small area for well over 30 minutes…… In all my years of travel and this being the first time in 9 years I haven’t made Mosaic Status, I’ve never experienced anything remotely close to this….

Had the worst experience with this so called Jet Blue with a representative on the chat called Sophia. It was regarding my seating arrangement. I had purchased for my flight and i’m the process picked out my seats for ROUND WAY. The upgrade that I did to economy just so that I could “BOOK/SELECT” my flight ticket. And when I get to the airport, next to the gate after security . The representative on the desk gave me a seat at the back (29C) while the seat that I booked was in the 7 or the 6 line. And when I spoke the the representative on the cat(SOPHIA), I kept repeating what I did and how the process went and yet she insisted and forced that I did not book the ticket. The question is why would purchase a flight ticket where I can select my seat and not select it at the end? No refund was offered when I requested it to her multiple times and neither did she offer to change to another seat. Whether the seats cost extra money for your company or not, is not my concern. Your customer paid and selected for a seat and yet no seat nor refund was offered and instead was a conversation with no helpful actions. As a fellow representative of the upcoming tech industries, I strongly believe that jet blue is not welcoming to their customers and their money and is not worth it.

This latest update is broken. I can see my trips and check in, but can’t get an electronic boarding pass. I get the message “Bummer. There was an error creating your mobile boarding pass. Please try again later.” I have flown 3 JetBlue flights in the past 2 weeks since the app update and I get this error every time, no matter how many times or how much “later” I try. I have deleted and reinstalled the app several times, logged out and back in again, and even updated the iOS to 12.2 (and deleted/reinstalled and logged out/in the app again after). THIS NEEDS TO BE FIXED! There are a lot of other features JetBlue really should add to be competitive with other airlines that other reviewers have noted, and I agree. But at the very least you need to have reliable access to mobile boarding pass, this is an expectation of any traveler today to bypass checkin or kiosks.

I purchased a flight through Priceline. Apparently Priceline combined my first name and middle name Into one data field. As a result I could not sign in for the flight. I called JetBlue, and after a 10 minute hold time I was told this is a known issue, that it happens frequently. I had to manually type in incorrect information, in order for the system to acknowledge my reservation. As I was then walking through the check in procedure, the JetBlue agent apparently felt that she had given enough Assistance. So she abruptly ended the call before I finished asking questions. I was midway through the sign-on process, and there was no way to return and correct a prior entry. So I had to finish the entire process, logout and then log back in and go back through it again step-by-step. Every bit of this process has been cumbersome, slow and full of errors. If this is a known issue, why haven’t they fixed it? Why should I wait for on hold for 10 minutes, and then have the agent need to end the call rapidly? Checking in for a flight is something every single passenger needs to do… How can you possibly design such a process without giving users the ability to go back one prior step and make a correction?

If you decide to fly JetBlue, buy your tickets on a computer browser. I bought plane tickets this morning over the app and it didn’t go through so I tried it again and it told me there was an issue with my banking institution, which was wrong. It ended up going through and it charged me, but I never got a confirmation email so I had to call JetBlue and their customer service is terrible. the customer service representative told me that the charges for my checked bag and reserved seat didn’t go through even though it charged my bank the full amount. She told me I would have to give her my card information over the phone so that I could buy the checked bag and the reserved seat. I did all of this and then she told me I would just be buying the checked bag and reserved seat, but then she charged my card all over again for the full amount of the ticket, bag, and seat. I didn’t notice this till later, so I had to call them again and they said that I should just be getting a refund in seven business days, but the first lady never told me this. This has been the longest day of my life, I will be needing therapy after.

I just downloaded this app today and haven’t been able to get past the sign in screen. I tried going through the google browser with the exact same sign in method (touch id) and it’s working just fine. People down load apps for convenience, things available at your finger tips to make check in, boarding passes and all things travel move along smoother. Which would make this app perfect, if only it worked. I see there were just bug fixes performed with a new update yesterday so maybe I’ll delete and download at a later date. Not a good look though also because this was my first experiencing Jet Blue at all per my fiancé’s flying experience with them. He spoke so highly and although my only complaint thus far is the performance of the Jet Blue app...We’re off to a rocky start!! Update: Months later after deleting and downloading over again, the app is now shutting down immediately after opening up! Not sure what the problem is but I’m booked through them for my wedding and it’s disappointing that for such a special trip we won’t have the app at our disposable! Not impossible just an unnecessary inconvenience.

Maybe it’s because I bought my tickets through Travelocity but my in-app boarding pass was only available for my first flight from DCA to BOS. Had to ask my connecting Hawaiian Airlines flight to HNL to print a boarding pass for that flight, and then I didn’t have a boarding pass at all for my return flight back to DCA. Also, the info within the app was outdated by the time I was on my return flight from BOS to DCA. I had to use a third party app to figure out the most current gate for my flight, which caused me to walk back and forth between gates C19 and C26 which are on opposite corners of the Jet Blue Terminals in Boston. The app never updated the info even after the fact. It’s a great app otherwise but if I relied on it solely, I wouldn’t be able to get to where I’m going. Am I supposed to also have a Hawaiian Airlines app? I thought they had a partnership but it doesn’t seem to translate well into an ideal traveler experience. Still, this is better than the old days of having to print my boarding pass at home.

On several flights I have noticed that only one of the bathrooms at the rear of the plane (in the flight attendants area) was being used even though there was a line of people waiting. It seems that the position of the flight attendants seat on the port side of the plane encroaches close enough to the bathroom door that people are hesitant to use the bathroom when the attendant is seated there. It effectively renders only one bathroom operational while the attendants are seated. I have also noticed that attendants on occasion flip the bathroom door lock to the occupied position in order to make it appear that the bathroom is in use so that nobody disturbs them as they rest. Perhaps if you moved both of the attendant’s seats to the starboard side of the plane (away from the bathroom doors) you would gain the use of the other bathroom and cut the wait time in half and make your customers significantly happier. If your customers can sit elbow to elbow, i’m sure your attendants could sit with their chairs a foot apart instead of 6 feet apart. I know they have a hard job, and they need their rest in order to perform well. Repositioning the seats would accommodate the flight attendants and serve the passengers better as well. Thank you for your kind attention to this matter. I always fly JetBlue wherever possible.

I was amazed that this app was little more than a URL redirect and thought it was the worst customer experience I’d ever had. Then I flew with jet blue and realized that the app was the least of this company’s worries. After a 4 hour wait because we weren’t able to check in, and after 3 hours communicating with the Jet Blue agent, she had no idea why we were blocked from checking in and told me that the gate agent must do it for us. After arriving a full three hours early for our flight, we are now in a queue behind ~500 other international travelers with 15 min till the doors close. When I asked if someone could help us to front of line with security, the JetBlue told us to be thankful we were able to MAKE our vacation because so many other JetBlue customers had canceled flights on the way here. I’ll gladly pay 2x to fly delta next time. They say every bad customer experience leads to 7 testimonials. I’m already to 1.5k views on this one and will make it my mission to let everyone know about our first and last JetBlue experience. Good luck with your company.

I tried to book a ticket through the app but finally gave up and booked on the website. The app kept timing out when searching for flights so it took me a while to find a flight. When I finally went to pay for the ticket, the app would take a long time to refresh when I unclicked “same as billing address” to put in a different physical address. After I had put in all of my credit card information and clicked the link to pay, it just kept bringing me back to the credit card entry page. There was no error message saying that I had missed info, just a bug. When I finally got it to submit the payment after multiple tries, it went through the “verified by visa” process and said that my purchase could not be completed! I was able to book the ticket on my phone through the website with no problem.

We have had issues in the past with jet blue delays and such. Today we were held up at TSA for a long time, as were seven other people. When we got to the gate the lady was very rude and said could not open the door. We understand but she was not willing to do anything for us at first. Said she was the supervisor when we asked for one. Asking her for another flight she said they were all full but could get us on a four o’clock flight. I went onto the jet blue app and found flights even though she said they were full. She did help us in the long run which was appreciated. We booked this flight as an emergency and my husband has health issues which was the hold up at the TSA area. She did pull through. We love Jet blue even through all the cancellations and issues we have had along the way. But we still come back.

Due to the Covid-19 pandemic our travel plans were put on hold until a safer time. When my out of town grandchildren needed me to come care for them I decided to take every precaution and make the trip from Florida to Boston. After 14 days of isolating, 2 negative covid tests, registering with the state of MA, I began my journey to Boston Equipped with protective gloves, masks and sanitizer, I was delighted with the precautions that were in place through Jet Blue. The plane was completely sanitized, flight staff wore masks at all times, passengers boarded from the back of the plane to the front, they even took an extra measure by preparing sealed plastic bags for each passenger that contained a water bottle, napkin & snacks! I was overwhelmed by their kindness and genuine care for everyone’s safety and experience as they travel! My heart overflows with gratitude!

The first thing I thought of when I saw this was the fact that the first thing I saw was the first thing I heard was a man who was wearing a mask and a mask and a mask on his face and he was wearing a hat and a mask and I was like oh my gosh I just saw that and I was so scared I was like I was like I was like what the heck is this thing I was like I was just going crazy and then he said oh I just saw that he had it on and he said he had a fever but then I just looked like a fever dream I thought I had a headache I just had to go back and he was so bad yeah but then he was so yeah but then he said well he said he said oh yeah and I said well that’s what happened and I was just a lot more like that I just woke me and I said I just woke him and I was just now he I was just thinking about you and I hope that. I d have to say that I am not a fan of the new album but I am not sure how much it would make me happy if I had a chance of getting it to you and you were in the mood for a new song or something to share it to me I am so sorry I love your voice I hope that you have a good day and I hope you have a great day and I love you so much and I hope you have a great day and I hope you Said I was like I was w the second thing I

The keep putting out “updates” which are really “downgrades” and they keep dragging the app lower and lower. Interface is slow (because instead of the app using a native interface, it’s just a link to the crappy website), non-intuitive, sometimes confusing, the seat maps are too small, the seat maps don’t show up (this is during the flight select phase), no information about type of aircraft displayed that I can see (or at lease, find, during the select flight phase of the process). And why can’t I select a fare type before selecting a flight? You used to be able to do that. Now, it just defaults to “basic” (really? who chooses that crappy option?) and, if you’re not careful, you may book that by accident. Once upon a time, a long time ago, the JetBlue app was so easy to use. More intuitive, faster, and more responsive. Then somebody came in and, probably in the name of cheapness, decided to make the app just a shell for the website. Well, it stinks.

I’m not really sure how to express properly how wonderful JetBlue has been to us during our flights to and from Cleveland. The staff is amazing so kind and caring. The food was good… loved the scones. They let me have as many as i wanted!!! The wine is very good. The plane is comfortable and everything that is needed is there. We actually had a small issue that we would have never known about but the airline credited us $$. Walking down the runway to the plane it is all smiles and happy people. The crew greets you warmly and makes you feel special. It was the best experience from food to ticket agents to booking to flight attendants and everything in between. I look forward to the flights… it’s like being pampered after a long trip away! I’m excited to travel again!! Thank you!!

JetBlue employees are nice and don’t seem to mess around - they helped me when my kids were little and loved running around. They helped me recently when I had a serious medical condition and I am forever appreciative! And thank you for being so strong each and every one of the JetBlue employees who had the courage to keep us all flying during COVID and the pathetic antics of Entitled Americans standing one their misunderstood civil liberties while fighting about a mask. I wish Americans had the interest, patience and fortitude to learn about the laws that keep our American civility in operation. Time to get edified… seriously, once you know how civil societies operate, maybe then we can be the country will were less to believe. Until then - be warned. Hard days to come.

I had the worst time trying to get a connecting flight back from my location. JetBlue caused me to be late to my connecting flight because they delayed it three hours, and then continued to blame me for not being there on time. I sat in guest services for three hours, just to get an attendant who was extremely rude and aggressive. I asked for the supervisor and was talked harshly about in front of my face between the attendant and supervisor. The supervisor proceeded to be extremely hostile with me, again claiming that it was my fault I missed their connecting flight (even though the airline was the reason I missed my connecting flight). I am a regular flyer and have never been so disrespected by an airline. I would not recommend JetBlue to my worst enemy. The prices may be cheaper, but you will pay for it in the long run. I am still trying to book a flight 13 hours after the debacle, and the airline has taken no fault in this. If you want to be screwed over, then this is the airline for you.

The simplest things are now way more complicated. The seat change screen used to be super simple - now it’s buried in what looks like a ‘wrapped’ web page being framed into the mobile app and it’s a mess of a layout. I don’t want to see my entire itinerary and have to tap through multiple steps - I just want to view and change my seat assignment very simply like we used to be able to. Also, with the new seat change design, not only is it incredibly cluttered and convoluted now, but you don’t remember my payment information even though I’m logged into my profile, which has this info. Now I have to hunt for my card, manually type everything in, and the whole process is infuriating. Why can’t I use the saved payment info form my profile?! Why doesn’t it pre-populate or preselect like it used to?! The app is way buggier now and the ‘manage trip’ experience is garbage. Revert to your old UX - it was far and above way better than whatever this is. You’ve also now charged me for 3 sets of seats even though I’m traveling once because you’ve made the entire seat change process completely asinine. JetBlue has really gone down the tubes - the app, your operations, your customer service, and your reliability. The ‘only’ thing that is good about JetBlue is the inflight experience - everything else is atrocious. It’s why I’m flying other carriers now. I don’t even care if I lose mosaic.

App struggles with basic things like checking in. Encountered around 4 different error messages all that told me to contact support (which isn’t much help because the chat and texting are often offline and the phone wait is 90+ mins). Also, the app can’t tell me things like where my bag is, which is important to know if your flight is suddenly cancelled (which mine was). Will it be on the rebooked flight? 🤷‍♂️ The app and the interface the staff accesses seems to have no idea. I couldn’t even track flights (i.e. enter flight number to see status). That feature also resulted in an error message. I checked the website and it also couldn’t track flights or really function for check-in / modify flight. Only option was to stand in line at JFK, which is ALWAYS a joy. /s Flight cancellations, changes, and delays are very common, but this app seems to seize and act like it’s a rare and unexpected IT apocalypse. I work in IT and UX design and provide tech support on a regular basis. The underlying infrastructure is way overdo for an audit, code-review, user journey simulation, stress testing, and bug-fix sprints. Time to halt new features until you get basic things back on track! This buggy system must be costing JetBlue lots of money (over-worked customer service, stressed-out IT help desk, and baffled customers).

Summary: Mobil app does NOT check to make sure it has access to cellular network (and maybe Wi-Fi) and gives ‘oops’ message if it can’t find one As a software developer, one shouldn’t assume that everything is already setup and ready to use. I discovered that the mobil app does not check to see if it has access to use the cellular data on a phone before asking the user to login. If the app does not have permission, any login attempt basically says, ‘oops, something went wrong’. Uh, yeah something did go wrong: In the development and QA efforts of the app! It’s not hard to check and put up a message which says the app needs cellular network access (and/or perhaps wifi network - I didn’t check that since I have none right now). As a quick stop-gap update to the app, add to the oops message ‘check cellular access’ or something like that. If you’re reading this now, and you’re see the oops message, and your email and password look ok, go to the Settings, find JetBlue, and check if Cellular is enabled. If it isn’t then enable it and try again. To the dev folks: com’on guys, you can do better than this. Really. Just think it thru a bit, get some real world beta testers too. There’s some road warriors out there that can help (maybe for a free snack/drink).

I am amazed that this app has a rating of 4.9, especially after reading some of the 5-star reviews that say nothing good about JetBlue or this app. I’ve had positive experiences flying JetBlue in the past, but their app is terrible. It took me hours to book a flight due to the app freezing so often, then erasing all my passenger information when paying for tickets causing me to have to start all over. This happened several times over the space of hours. I wouldn’t have known the flight had been booked if it weren’t for a confirmation email that I fortunately checked while the website froze on “confirming” your flight. I later needed to go back to my reservation to add a bag via the manage reservations button, but I have yet to see this work properly. Every time I try, I get a “503 backend” error. I chatted with JetBlue about this and their advice? Delete/reinstall the app. Tried that; no luck. JetBlue, please take these IT issues seriously and fix your app!

I have flown on JetBlue since it’s creation and have never experienced so many tech delays as I do now. I have flown several times this year and if you experience an issue with your flight, covid testing arrangements or the need to extend your on hold for 3-5 hrs before you can reach a person or your disconnected hours in. The app is continuously under construction and fares you reserve spontaneously disappear! We have been on hold today for over four hours trying to reach a representative. The flight we tried to book kicked us out upon payment and went up over 200 dollars. We have pics to validate. What is happening with this company ? JetBlue has always been my go-to airline but now I am rethinking my preferences.

I had the worse situation on that flight! Aside from the flight being delayed from 6:00 am to 9:00 am the Jet Blue Counter, is extremely slow and it takes about 45 minutes to get attended with perhaps 15 people ahead of you and to go through customs with maybe 50 people takes 5 to 7 minutes!! Also, Kimberly who was in charged of flight 2131 made it impossible for my son and I to take the flight because i did not have the eticket!! I understand, i had to have it but may son was already inside the plane and she called him back out of the bridge! The etickett would not go through cause one of the passengers was already checked on the flight! So, she took the decision to make us stay!! For another flight!!! The doors were open and she took the decision making a bad comment against my son, as she said: “i don’t deal with people who aren’t of good faith, close the doors” With out any consideration! I know that there were other passengers that made it on the plane with out it as well!!! Now that I remember Today is not the first time I personally have had a situation with Kimberly and I feel discriminated.

Deleting this app and never flying Jet Blue again! Paid extra on this app for 6 carry on bags, were stopped by security, were told since they BARELY didn’t fit their sizer (although saw multiple carry ons on our same flight that were as big or bigger) would have to go back and pay more money to check the bags then refused to refund me for my carryons that we didn’t use. Is this Spirit airlines nickle and diming you? What a joke! We’ve flown multiple airlines with these exact same carry ons, zero issue. Then on top of it we were delayed over an hour because the plane had to go through customs (poor planning on Jet Blue’s part), and then when we finally leave the gate, we had to come back to service the plane because the toilets were full. Then when I spoke to customer service, I was told there was nothing they could do. Seriously disappointed at how the service of Jet Blue has gone down hill.

Have been trying to use the JetBlue website for the last two weeks and when it says I’m logged in and start booking a flight, it asks me to log in again, and then again after every step. When it came to applying True Blue points, it kicked me to the True Blue login which immediately states it is shut down. Then when closing everything down and reopening, the JetBlue app crashes 75% of the time after entering the booking info. This is not the first time I’ve had problems with the app. Update (this is actually laughable): Since I have been unable to book a flight using the app or the JetBlue website for well over two weeks, I decided to use their “Help” feature which opened an SMS window. When I typed in my issue that I’m unable to book a flight using points on their JetBlue and TrueBlue app or website, I received a message stating “Due to technical difficulties, SMS messaging is unavailable. Please download and use the JetBlue app to book your flight”.

I love their app. It is so easy to navigate and find the best fares. I get the best deals here compared to Expedia, Kayak and other apps. They never have the deals the Jet Blue app has. Of course you have to fly to a city they serve. We fly often to Washington DC from Hartford to visit my daughter. We have gotten fares as low as $34 per person. Cheaper than driving or taking the train! Of course you have to be flexible with the times they offer and the return trip is a higher fare usually but they still are pretty cheap. And also we have never had a problem with their flights from Hartford or Reagan and the planes are clean and comfortable and flight attendants and other staff are always very helpful and courteous. It’s our first choice for an Airline! Keep up the good work Jet Blue!

My wife and I tried to book a flight from JFK to PBI and the app would not load the page for seat selection. We tried on both our phones and waited numerous minutes for the page to load. We opted to try again the next day, but then the flight when up in price for two travelers. When we called JetBlue customer service and explained our frustration they provided no help or alternatives. We ended up booking our flights separately to get one seat at the lower price however, my wife has still been trying to book her seat and the app has been iced slow to load each landing page. Even once she selected her seats, the next page to confirm payment takes about 5 minutes to load. The pages also did not load well on a computer as well. This is not the level of service we expect from JetBlue and hope they aim to improve their app and flight booking experience in the future.

I’ve been frustrated with the app for awhile now. Searching for flights is a pain because it will only show a limited amount of airports that have a direct flight- airports that I want to fly to (that JetBlue does fly to at some point in the week) will not show other available days or flights with a layover. (For true functionality being able to search for flights “anywhere” during a specific time would be wonderful fyi). I also can’t use any TrueBlue credit “given” through delayed or cancelled flights through the app- I have to sign into the website and then go to a separate page. Pros: I was able to access my boarding passes and check in the last time I flew (Sept). The app at that time did notify me in a reasonable manner of the delays and eventual cancellation of my flight about a minute before it was announced on the PA.

I can’t even explain how much of my day was wasted trying to book a round trip for 2 people. The app forced me to update to a new version that doesn’t work. I got very frustrated and got my laptop running it would be easier. Nope. After about 2 hours u was finally able to make the purchase. Oh wait. The page froze. I got a confirmation number but was “unticketed” and told to call customer service. Wait time 87 minutes. I can very easily see why. Just kidding it ended up being 3 hours by the time I spoke to anybody. She was very nice and helpful and took care of everything for me but I told her I would just do the seats on my own on the app (because that hadn’t been working earlier and I honestly thought it might be my browser in need of an update) but when I try to “manage my trip” on both website and app it just freezes forever. Whoever designs your websites should come work for the MTA IT department. You’d fit right in.

My experience with JetBlue has always been relatively good. On my flight in July from FLL-Newark we were delayed 3 hours and there was not even a “sorry” for the in convenience... I missed dinner with my family and it ruined that entire evening. The most recent flight I was on was on time etc... BUTTTTTT what is going on with all the animals being allowed without carriers on board????? Besides the 4 or 5 small lap dogs that were on the flight there was a Labrador 3 Seats in front of me- I could not believe it! I am so allergic to dogs and if this dog was sitting in the seat next to me I would have had a huge issue. Dogs , cats etc need to be in carriers if they are going to fly. He was allowed to sit on the seat and then peak over to the sit in front and back- just ridiculous.

The last two flights on Jet Blue were the worst flights I have taken in the last 20years of flying. Don’t get me wrong, I love Jet Blue and Love Animals, especially Dogs. However, there has to be some enforcement on pet travel policy. The first flight I mentioned, I was watching a movie and the middle seat was empty and the passenger in the window seat took her dog out of the pet carrier and placed it in the middle seat and it started to paw me and lick me and I asked the person to please handle the dog and the flight attendant could have cared less after I asked what the jet blue pet policy. The second flight I mentioned there was 10-12 dogs on the flight they were all out of the carriers and that was if they even had carriers and it was like animals planet. Again, I love dogs and all animals, but on a flight Im paying for I would appreciate if folks keep their pets in the carrier as one dog ran down the isle and they were jumping all around the seats. One of these pets wasn't small. I feel like its unsafe and there is a reason jetblue has a policy to keep pets stowed and secured for everyone’s safety. When did this policy stop being enforced???

A live chat option without an app notification option is way worse than emails. At least emails have notifications. I used this “Chat with us” option to make my life simple and fast forward to 3-4 hours later I still don’t have an answer to my basic query of fare class of my reservation. After 2 hours of wait I was assigned a rep. She was taking very long to answer a basic fare class related question. I had to come to this app repeatedly to check if there is a response and if needed I could ask a follow up question to avoid being disconnected before I get that opportunity. Even after 10-15 minutes she did not have an answer to my query. I politely asked how long would it take. To which she replied, “ I do apologize, if you are unable to wait for the review of the reservation please contact us at another time when it is more convenient for you.” I was like, what……. Is this how you treat a polite and patiently waiting customer? Even after explaining the issue of app notification, and missing the chance of a follow up question she disconnected the chat (without answering my question) later when I went for 15 mins lunch break. I wish there was an option to upload a screenshot here to show you guys how insulting the entire experience was. 3 hours wasted and I still have my query unresolved.

Aside from the issues i’ve been experiencing with updating my details for my flight both on the web and the app, the app is not great. I’m not sure if this is the use of API’s but almost every link seems to redirect to the webpages except that they’re contained within the app. This isn’t a god feel for user experience. Not to compare too much but the Delta App for eg, is a much smoother experience. Personally, I think each page should be designed and maintained within the app instead of feeling like i’m on a compressed version of the website. My issue also may have been resolved within the app had it been independent of the website as the error on the webpage wouldn’t necessarily have an affect on the page in the app. Hope my concern/suggestion can be taken into consideration.

There are apps from other airlines that are a breeze to use, to check prices, book flights, check status, frequent flyer status, etc. The JetBlue app is VERY slow! The UI is very confusing, not intuitive at all. You can’t really look at prices days before or after the given date without losing the info already entered or selected. It forces you to select the departure flight again. Also, font is too small! And in some places you need to open a drop down list that is not very evident to you (again, the app is not intuitive or user friendly). JetBlue say they keep improving the app, but in reality they need to overhaul the entire app if they really want us to have a good user experience. Now, I know this isn’t related to the app, but as for prices go, JetBlue has become a pretty expensive airline to fly; can’t count it as a low fare airline anymore. You look at other airlines prices like AA, Delta, United and what’s the difference??

I purchased 3 direct round trip JetBlue flights months in advance. Our flights were replaced with non-direct flights both directions. Our flight to Fort Lauderdale was replaced with a flight to Miami. Coming back, we’d now have a 5-hour layover at JFK. Contacting JetBlue via their app, I was told that the flights I had purchased had been cancelled— 4 months in advance. Both directions? I had started the app chat at 10:26AM and received a chat back at 5PM that night. I was told by chat rep Carol that she could not help me, that I would need to call in. Calling in would be a 100+ minute wait. I went online via my computer and cancelled all 3 JetBlue flights and booked for more money with Delta. Some things are worth an additional price to be done with. This whole experience has me wondering what happened in the time since we last flew with JetBlue. It had been great experience in the past. Those days are gone, apparently.

No matter how often I update this app, I keep running into the same extremely frustrating issues. I can’t tell you how many times I’ve either opted to fly another airline or whipped out my laptop to book my JetBlue flight using the web after failed attempts at using this incompetent app. The app takes forever. I get the “Loading” spinning circle after filling in each individual field. More often than I’d like to admit, I’ve magically gotten as far as the final page before booking only to have the field for my billing address state be uneditable! It’ll just be gray and unclickable. I literally cannot enter my billing address state and therefore cannot complete my booking. When I tell you, I’ve almost — oh wait no, I have ACTUALLY thrown my phone out of frustration with this app. I don’t know if it’s just me, but every time. I mean EVERY TIME I give this app another try it ends up biting me where it hurts. And I end up flying Delta instead.

It’s disappointing that a cup of water is given to hit the baby bottles while the baby scream for her bottle and making the flight experience horrible Please come up with another method of hearing the baby bottles more quickly lose points for that. My granddaughter is allergic to cows milk had to take 6 bottles of soya milk but tsa only allowed 3 we had to dump 3 we were unable to get her milk in Trinidad she broke out with a rash all over because we had to give her something else please put things in place for our babies with allergies. We have had 3 occasions where our baby almost died of using other products because she’s highly sensitive and allergic to so many things. Can you guys work with tsa to help situation like this. If my baby has died. What JetBlue n tsa would of done please make it better.

Since two app updates ago, a flight purchased several months ago shows canceled. I should also add the flight also indicates canceled on my laptop. Customer service says it is not. Each rep has very nicely directed the problem to my end in their “bless your heart” voice. For example, restart my phone or clear the cache on my computer. I’m not computer illiterate. I use two every day 8 to 12 hours a day. I also tried querying for the confirmation without logging in on both my laptop and cell. Very frustrating..... I’m tired of these updates that add more “features” than making your customers lives a bit easier with travel planning.

Let me start by saying I love Jetblue; best flight experience going… the app? total crap… use to be better but the past year it is useless… you can’t “Manage Trip” to get into the details of any trip, change or cancel; just keeps loading and when it does stop loading? nothing as it keeps you on the same original page that just lists your flight… which forces you to use the chat function if you want a seat change, flight change, just access to general info about your trip and that chat function is constantly bogged down for actually getting a response…i don’t know who is manipulating the ratings for this app but beware, it is crap - would have given zero stars if I could… this app makes me rethink why do I keep Jetblue as my go-to airline; I hate Delta but gotta admit their app (and therefore my preflight experience) is awesome and far superior…. be better jetblue!

When I fly it’s always JetBlue if they are a carrier where I’m going. It is the easiest process ever to make reservations, get to the airport & get where I am going without stress. I had my first ever horrible experience where I got held up in TSA. I hear customer service calling my name. 3xs they called me with the final call being the gates are closing. I can’t go to the gate. I missed my plane. I finally get to the gate. I explain my situation to Dominic, the JetBlue representative. He was sorry for my distress. He asks if I’d like to fly with another carrier. I said “No, JetBlue is the Best!” He gave me excellent customer service, rescheduled me for the next day’s flight & I was on my way. All JetBlue needs to do for me now is fly into New Orleans! 😜

I tried this app for the convenience factor but there is non. First thing that bothers me was ,when you try to and your personal info, they ask for your birthday and a scroll with the month day and year pops up. Cool, wrong NOT COOLl! It won’t let you change the month unless you change the year or days first. Really??? Took me a few mins to figure that out. I was ok with that, but then after I entered all of this information in and agreed to the agreement, BOOM it won’t let me sign up. It says check your connection. So I turned the WiFi off and went straight to LTE, put all of the good ol info in the right places and. DOUBLE BOOM, (sign in failed, check your connection) Fooled me once shame on you, fooled me twice shame on me, you won’t get me again! Uninstalling...

App today only gave us initial leg of our flight for boarding passes. I was concerned about this so contacted JetBlue through chat. This feature works well. They assured me the boarding passes would change to reflect 2nd leg once first one was complete. This did not happen. Still without boarding passes. And unable to access them at all through the app now. Gate agents unable to navigate app either and stated will print passes for me. Love being as environmentally responsible as possible. So this is not an awesome solution, but they were kind (props to JetBlue not the app). First flight was delayed. App was completely inaccurate with updates about this. Initially showed 18 minutes delayed, then 3, and never changed even though the flight wound up being a full 30 minutes delayed. Very disappointing.

JetBlue’s app is not built for international travel. Surprisingly the app only provides check-in for US nationals and green card holders. JetBlue developers seem unaware that there are people who travel to the US with visas, and if you are one of these travelers, good luck! They will subject you to painful lines at international airports with general passport checks lasting north of 20 min. One thing JetBlue is good about, is being consistent. Consistent with their general incompetence. Case in point, they send COVID vaccine forms that we are “required” to be completed prior to check-in and once you have completed them, they will require you to fill paper forms again as the online form is “out-of-date”. I’m a 1K member on United and travel over atleast 10-20 sectors a year on international airlines and haven’t seen such poorly designed airline app + lack of understanding about the different traveler types in a while.

Flying from MKE to JFK on flight 680 was such an amazing experience as always on jet blue. Today was exceptional; i needed something to lift my spirit coming back from funeral and losing family member. Nobody new aboard the flight 680. There comes the only stewardess aboard with this big smile and kind soft voice as professional as she can be treating me as well as other passengers with such curtesy, such soft caring, smile that can lift most depressed person. I thanked her leaving the plane at JFK but i forgot her name . The flight was delayed leaving buffalo to JFK than JFK to MKE. It left MKE around five pm arrived at JFK about eight pm flight 680 on June 15 th. Crew was unbelievable, recognition is well deserved. Sincerely; Alexandra Andriopoulos