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JetBlue

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998 User Reviews

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Author: Kalicia Bateman

LAST UPDATED: March 4th, 2022

JetBlue Airways is one of the leading American low-cost airlines. It is headquartered in Queens, New York, with another corporate office in Cottonwood Heights, Utah.

Founded in August 1998, JetBlue is a relative newcomer in the airline industry. Several original employees had previously been with Southwest. JetBlue has a lot in common with Southwest, being a cost-affordable carrier. 

Although a low-cost carrier, it strives to provide quality amenities, including in-flight entertainment, TVs in each seat, and satellite radio. 

Over 90 destinations are available in the Americas, with lots of domestic US options, as well as destinations in The Caribbean, Bahamas, Bermuda, Barbados, Colombia, Costa Rica, Dominican Republic, Jamaica, Mexico, Peru, and Puerto Rico.

Keep reading for pros and cons, plus JetBlue reviews from real customers. 

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The Good

  • Discounted Fares
  • Wi-Fi and In-flight Entertainment
  • Baggage Protection

Discounted Fares

JetBlue does a really good job of providing discounted fares for customers. 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.

Another thing that we really liked about JetBlue is its policy honoring lower fares. 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

Wi-Fi and In-flight Entertainment

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.

Baggage Protection

JetBlue has 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. 

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The Bad

  • Customer Complaints

Customer Complaints

Customer feedback focuses on individual customer service experiences as well as the updated baggage policy, which charges $25 for the first bag, which used to be free.

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. 

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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 the insurance coverage and baggage liability was similar to some of the higher-end airlines in the industry. Additionally, the company's flight cancellation policy is very fair for a budget airline.

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User Reviews

Star Rating

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4.4

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998 Reviews

Review Breakdown

5 grade

60%

4 grade

26%

3 grade

7%

2 grade

3%

1 grade

5%

Sentiment Criteria

Value

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Quality

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Service

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Trustworthiness

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Craig Bradshaw Sr.

I love Jet Blue and fly them whenever I can. They offer a direct flight from Orlando to Cancun which is a route that I take several times a year. I love the Sirius radio and direct tv on board and the free snacks is an added plus. Especially we are in a day when Airlines are charging for almost everything. My only criticism is I have noticed the Jet Blue employees on the ground and on the flights dont seem to smile too much and aren't the friendliest airline professionals I have ever seen. Not sure if that is just my experience but they seem to be indifferent to clients picking their airline to do business with. Might be something to think about. Craig

10 years ago

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Linda Parrish, FL

I was scheduled this morning to fly from Westchester, NY to Tampa, Florida. I received an email late last night staing that the flight was being rerouted from Newburgh to Tampa, which made it more difficult to find a ride to the airport. My husband had to go in the complete opposite direction of his job to take me to this other airport. Then the crew was late. Why did they not check to see that the schedule was changed? They held up the whole flight. The staff on the airline were polite and helpful once they got there, but it was frustrating to be so inconvenienced and have the crew make things even more difficult by being late. Getting a $100 credit is not, in my opinion, enough to make up for the inconvenience we all had today. Will I fly Jetblue in the future? I am not sure after today.

11 years ago

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Jennifer Smith Salt Lake City, UT

I has been many years since I have flown on JetBlue and there is a reason behind that. One, I have found that I can fly more comfortably for similar prices on other airlines, two, I feel that the equipment used by JetBlue is older. I was not impressed with the old chairs and unorganized fashion in which the plane was run. I would recommend making sure you are getting your bang for your book. Do your research and if this is the best cost, then look into it.

7 years ago

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Michael Sarsfield Blackstone, MA

I fly a majority of my flights with Jetblue and usually are satisfied. but the last trip Sept 25 Bos/ Savannah, when I picked up my luggage(one golf hardcase and one suitcase), both pieces had had their handles snapped broken. The representative of JB said "We don't cover things like this, but I will give you a credit of $30.00 for each piece. Low and behold when upon my return flight I tried to use this"credit for bag fees-"No that's a credit for travel" so I ended up paying baggage fee again. I hope I can find this credit to use in the future. seems a little poor customer service to me.

11 years ago

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Larry M North Haven, CT

I have been flying Jet Blue pretty much exclusively for 3 years now and must say most of the time I have had great experiences, a couple of delayed flights but not too bad except for one time recently when they did not have a crew to fly the plane, the had a Limo drive the Pilots from Orlando to Fort Lauderdale which obviously took awhile, But I have to say they stuck to their policy and reimbursed us $75 each for the delay. That is more than I can say about other discount airlines! And yes of course I wish they didn't charge for the first checked bag! Overall Jet Blues is nice to fly!

11 years ago

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juanita ayala New York, NY

One of the problems is that the disable people don't have the treatment that they deserve. We go there and when there are delays we have to be there suffering. Poor people cant pay 500.00 for a seat . Then we have to be sent to the back, even if you cant walk. When we get to the plane some of the "workers " are very rude. You ask for something and they ignore you. It is a shame that the disable people be treated like that.

11 years ago

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Bette Orlando, FL

I called to get credit because our upcoming flight was lowered and was told the fee would be $75 per person. Not knowing about this I questioned it and was told that this ruling took place last year in August. I said not true because I flew in October last year and 3 times received credit as the fare was lowered. She repeated it took place last year in August. The post says it is $60 and took place on June 30th of 2015. Jet Blue train your personnel better so they do not lie and disagree with customers. We are Jet Blue Plus Travelers.

11 years ago

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Rajendra Chand Pompano Beach, FL

Its my favourite and all time airline but now recently with delayed flights and excuse givin that its weather related and checking with family on the other end only to find out its not so.I am also dissappointed in the charges they added to the first bag recently and hope that can be withdrawn as most of my family and friends are not happy with that extra spending when travelling.Jet blue is great otherwise.

11 years ago

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Dave Warner Naugatuck, CT

When we started flying to St Lucia about 10 years ago we flew JetBlue one year. My only problem turned out to be a blessing in disguise. Our 1600.00 RT turned into a 2200.00 RT with the extra fees, leg room, one pound over, ETC... upon our return I inquired ow much 1st class on AA would have cost and when I heard 2400.00 you can guess what we fly now... Now JB has introduced MINT and I am hoping they start offering this to St Lucia soon. We flew one trip using these "cubes" and they are fantastic...

11 years ago

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Karen Whitman, MA

I am very disappointed with the baggage fees now being applied...I always traveled Jet Blue because of this reason but now have booked my next trip with Southwest as first 2 bags are free..That is a huge difference..Plus their price is 416.00 round trip to Aruba where as Jet Blue want 669.50. On my last trip back last month there was no movie on board as they couldn't get it set up.

11 years ago

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patzouvelis Elmhurst, NY

the problem with the flights being reschedule or cancelled has gotten worse, and now the fee for 1rst checked luggage makes me wonder, should I change airlines because that was what made me choose Jetblue over the others, forcing me to bring a carry-on instead of checking in my bag, is going to create a bigger problem with the space in the cabins, just saying

11 years ago

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Diane Zwart West End, NC

I always fly Jet Blue & have never had any complaints, still think it's a great airline, but on my recent flight my checked bad was broken when I picked it up and my window seat towards the front was changed to an aisle seat in the back I also wish you would rethink doing away with your first checked bag free. That was one of perks that set you apart. All in all still happy with Jet Blue.

11 years ago

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Grace Lang Hudson, FL

although the flight itself was excellent there were numerous problems in their customer service dept. i had to use them instead of my normal airline due to it being a bereavement flight and needing to expedite the time. i was given wrong information which cost me more than i was told it would. when i called amex they understood however it was strictly a jet blue issue, but amex did put some extra points in my account.

11 years ago

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laura gallagher Baldwin, NY

I have been flying Jetblue since they started operating in 2001.It has always been my favorite airline and when I am flying to one of their destinations, I always choose them. However lately with the new fare structure and the ridiculous charge for baggage, I have recently switched to others for some of my travel needs. Jetblue was always far above the rest in terms of comfort and customer service but now they have become just like all the rest of the airlines.They are no longer my "go to" airline.

11 years ago

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Dale Brooklyn, NY

My last trip was a horror to end all horrors. Had a 1:45 departure; from Tampa to NYC, there was bad weather so delays were to be expected. What was not expected was the lack of information from the crew who clearly didn't have their act together at all. I arrived home at 1:30 in the morning; with my dog who had been crated all that time. We were given a small bag of chips and a small bottle of water during the wait, but zero information.

11 years ago

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christine morra Plymouth, MA

I always use Jet Blue when flying to and from Fla. I appreciate the fact they have non-stop flights. I wish they gave customers having TSA #'s a break in allowing them to board the plane as a priority passenger. I have flown Jet Blue for years and do not receive any recognition whatsoever. Seriously people because someone pays more for a seat with more leg room doesn't qualify for them to board early. More than likely they are not repeat customers. Look into your database and see who your True Blues really are.

11 years ago

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Lou Orem, UT

Usually I love JetBlue. My most recent flight was not good. We were flying back from Orlando and the flight kept getting delayed. Come to find out they didn’t have a pilot for the plane so they were trying to fly one in. They had us move terminals across the airport because they “needed” ours for other flights while we just sat waiting. Once we finally got on the plane it was the oldest plane I have ever been on, there weren’t any TV’s... when you are flying across the country with 4 kids you kind of depend on that. Then we sat on the plane for an additional 30-40 minutes without any word before taking off. An employee got back on the plane and started telling a few people that they needed to get off the plane because we were over weight. These poor people had sat in the airport waiting for over 3 hours for a delayed flight just to get kicked off! The people behind me were told they needed to get off. They asked about their luggage. The lady said she was sorry but they couldn’t get their luggage, it was going to the destination. They would need to fly out the following day without their luggage! Probably my worst flying experience!!! But, that being said I have had positive experiences in the past.

6 years ago

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Nicole Sohm Herriman, UT

I have not been happy with JetBlue. We booked our flight to Costa Rica and we have gotten multiple emails that the flight itinerary has changed. It makes it impossible to plan a trip when they keep changing their flight plans!

6 years ago

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Debra Bova Stratford, CT

My last few attempts to fly Jet Blue out of NAS have put me in a position where I was going to miss a critical mtg. Delays that get pushed further every 30 min to the point where airport closed, late night delays, no final news. It has cost me big money to salvage my trips thru other resources.

8 years ago

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Camille Lynnwood, WA

Our flight was cancelled last minute, and the computer system booked us for a flight later that day. We went to the gate and waited and the flight arrived and then left without anything being announced. Apparently it was a fuel stop only and they don’t allow boarding to those flights. We had to approach a person to figure out what was going on. The next flight was the next day. So they gave us a hotel and food voucher, which was nice, but we had kids at home to deal with their care. It was frustrating.

6 years ago

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Juliann Mecham Managua, MN

I purchased a plane ticket to go from Salt Lake City to Orlando Florida and wow what and experience. It was the cheapest flight that I could find and I was pleased with my purchase. I would say it was weird after I purchased the flight, they switched the flight back to two hours later. It was fine, just super late. Over all it was a fine experience.

6 years ago

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Anne Sainsbury Payson, UT

It has been quite some time since I have flown on JetBlue, but there is a reason for that. When I flew on JetBlue a couple of years back I found myself seated on a small and crowded plane with stuffy air and little to no personal space. The person next to me was practically on-top of me as he slept and the plane felt claustrophobic. If you are looking to fly comfortably, this is not the airline I would recommend.

7 years ago

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Darlene

The fair was a good price the seats were very small though I am a bigger woman and it was tight seating but overall a great value but wouldn't do a long flight due to space. Free carryon also

7 years ago

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The Restless Voyager Fort Lauderdale, FL

Flight 1054 SJU -FLL 9/17 packed. FA did servuce then proceeded to hide. Pax matter! I worked for Pan Am. We used to walk thru the cabin in case anyone needed something. Main FA had shoes off and was playing Candy Crush!

9 years ago

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Mark

Jet Blue has some lower prices, but their flight destinations and times are limited, at least for where we live. I also don't like the baggage fee. Otherwise, they are a decent airline.

9 years ago

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Aida Morales Bronx, NY

I like Jet Blue, but flying to Aguadilla.PR it's almost impossible because the prices are too high,I'm flying now from NYC to San Juan P.R. with another airline.And Jet Blue is charging for the luggage and that's too much.!!

10 years ago

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Barbara Martinez, CA

We were delayed 3 hours our first time taking Jet Blue. No one told us anything. They return trip was much better. We are giving Jet Blue another try praying it turns out well.

11 years ago

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Sarah Brooklyn, NY

I have always chosen JetBlue. I even get people I know to use them. But now they are starting to charge for check-ins. Very disappointing.....also looking for more flights from SFO or Oak to Richmond, VA.

11 years ago

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Emily Crawfordville, FL

Recently, my JetBlue flights have been okay, this was the airline I usually flew with when I would travel to New York but lately, all my flights have been okay. I don't experience turbulence really but most of the planes seem outdated, the snacks are of an okay variety, and the prices seem to have gone up.

6 years ago

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Haley Baldwin

I’ve flown JetBlue a few times now but it is definitely my least favorite of all airlines I’ve used. The plane was not comfy and the staff was a little unpleasant. The price wasn’t terrible but I don’t think I got my money’s worth. I’d rather pay a different airline.

7 years ago

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Spencer Scoville American Fork, UT

JetBlue is always a hit or miss. Sometimes you get a TV that works and others you are sitting on a 9 hour flight with only your thoughts. Every staff person on board does have a good attitude making it alright that you have static staring at you for hours.

7 years ago

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Abigail scoville American Fork, UT

My experience has been overall good at JetBlue. They allow more leg room in coach than any other aircraft I have flown it which wonderful for larger people and those with extremely long legs. the movie selection was quite limited though they did also have satellite T.V.

7 years ago

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Robin Orem, UT

the first and only time i flew JetBlue they lost my luggage. they said they will contact me with updates which was false. i got the run around when i called asking for my luggage. very rude customer service. they didn't care i was going almost 2 days without my belongings.

8 years ago

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Paul Hackett Albuquerque, NM

Pretty good overall. Service on the flight JFK to ABQ weak. Did not clean up trays but once, just prior to landing. Video screen difficult to navigate, sound stopped working.

11 years ago

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Myken Salt Lake City, UT

JetBlue used to be our preferred airline due to it's reasonable prices. However, they are far from the cheapest these days and we haven't flown with them for awhile due to better rates with other airlines.

6 years ago

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Cim Carver Cheyenne, WY

I’ve flown JetBlue when looking for the most economical flights possible. You get what you pay for. Not that anything is bad, it is just no frills and older equipment (at least the planes I’ve flown on are).

6 years ago

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Jesse Rice Biloxi, MS

An okay airline to use in a pinch. The plane was not comfortable and the service was okay. The rates were decent but the scheduling was off and the ride was just the right side of comfort.

6 years ago

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Luke Blake Pleasant Grove, UT

I have flown with JetBlue once or twice and have absolutely no complaints. It's a great airline service for cheap! I would recommend it to people who want a less expensive flying experience

6 years ago

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Madison Scott Pleasant Grove, UT

Jet Blue is a great airline. My only complaint is that it doesn't offer enough International destinations however, we know that that aspect of the company is steadily growing.

7 years ago

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Andrea Juncosa Silver Spring, MD

I used JetBlue for a while and it was good, the service was good and so were the employees. but the prices got way too high.

6 years ago

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Nicole Mondares Bogalusa, LA

Check in employees were rude. We got our bags in, but it would have been a bit better if the employees were patient and nice.

6 years ago

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Logan Hudson Norcross, GA

JetBlue has provided an okay experience when Inhave flown with them. I would say the downfall comes with the customer service and the amount of delays and cancellations etc.

6 years ago

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Courtney Eames Kaysville, UT

Jet blue is great for low prices but unfortunately you get what you pay for with them. They delay a lot of flights and have a lot of miscommunication with their employees.

7 years ago

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Abigail Land Tallahassee, FL

Cramped and crowded, extremely small trays, and add on prices for things most airlines have as complimentary.

4 years ago

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91801

The flights are not always on time and its often delayed. The plane is clean and the crew members are great.

7 years ago

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Kimsreview Atlanta, GA

Tried Jet Blue once. I like that it is assigned seats but they are super tight. The staff is very nice. I have flown only for business on Jet Blue.

6 years ago

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Kaitlyn McBride Roy, UT

JetBlue is very hit or miss in my personal experience. It’s either gone great, or it’s been quite a messy experience

6 years ago

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Audrey Mitchell Managua, MN

They have a great working website that is easy to navigate options and different flights. Had lots of information to receive answers to questions.

6 years ago

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Jarrett Ingram Baltimore, MD

For the money, its not a bad deal. However, the lack of leg room/seat room leaves a lot to be desired. Decent experience, for the money.

6 years ago

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Juan Beaver, PA

If you need a cheap basic flight this is it. I flew here and they just give you a drink and pretzels and the seats are not comfy.

6 years ago

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