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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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Anne Kimball Salt Lake City, UT

I usually use JetBlue when I'm flying out of Long Beach and I love that they let me board from the front and back of the plane. Also, the seats for some reason just seem to have so much more space and the TVs on each seat, even for short flights, makes flying seem so much shorter. JetBlue's customer service is also pretty great. Everyone always treats me with incredible kindness. The cancellation policy was frustrating once when I had a connecting flight with another airline that was late. They weren't super willing to be flexible, but their employees always stayed kind even when I got frustrated with them.

8 years ago

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Tee Samuels Brooklyn, NY

I don't like this new thing about having to pay for the 1st checked bag. JetBlue has spoiled me because I'm used to getting a free 1st checked bag. Guess it was to good to last. I don't understand the change in fee since fuel prices are actually decreasing. I must admit JetBlue is my favorite airline with their low fares compared to other airlines. I enjoy the tasty snacks during flight and the staff are always kind and friendly. I had an issue during my last flight and once I contacted JetBlue on facebook, they apologized immediately and upgraded my seat on my return flight. Overall JetBlue is a great airline and I continue to be a loyal customer.

11 years ago

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Rosalie Staten Island, NY

Love Jetblue! They were my preferred carrier until my last trip, from Las Vegas. Found out that after paying $80 per trip/per person for the Extra Leg Room, that I was travelling with two dogs. One in the seat in front of me and one two rows up. I am allergic to dogs. Walked off the flight with a stuffed nose and a severe headache. I don't want to see animals mistreated or dead, but I shouldn't have to ride in the seat next to them. Jetblue said they always allow small (under 10 lbs) pet, max 4 per flight. However, they don't advise anyone ahead of time. If I had severe allergies, I would have suffered even more, with perhaps being close to death. No longer a fan of Jetblue!

11 years ago

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Charles Devin Fuller Largo, FL

Overall I have very good experiences when I fly JetBlue. Occasionally our flights have been delayed and in one instance the Satellite television did not work at my seat (although I'm more concerned with keeping my children occupied). In every instance JetBlue customer service was proactive and contacted me, letting me know that they regretted the delay or that the tv was out of order and gave me a flight credit of various dollar amounts. They treat my children well, are friendly and courteous, and they always try to accommodate us if we have any needs. This has become the only airline I will fly (providing my destination is in their network). The Best Airline Out There, Hands Down, is JetBlue. #LOYALCUSTOMER

11 years ago

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Marilyn Sugrue Westwood, MA

I only fly Jet Blue,and have always appreciated the kindness shown to me at every level,as I require assistance and most times fly alone.In my several flights over the past years,there was only one bad experience and that occurred this past March when I flu home from Orlando and arrived in Providence,RI,instead of Logan.The rudeness of the male transporter who wheeled my wheel chair from the plane was evident by me and all those around me.He left me at the end of the ramp to assist someone else and after waiting several minutes I managed on my own to walk with much difficulty to the exit..Will continue to fly Jet Blue but will avoid Providence RI airport.

11 years ago

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Ang Brooklyn, NY

I love flying JetBlue, mostly because I love flying in and out of Worcester, but the airline is great too...on time direct flights.. if anything they try to be early, which I felt rushed getting on in Orlando, almost missed it, I wish I checked the time, because I might not have given myself enough time, but I do think we left early.. i'm pretty sure, the plane landed a full 1/2 hr earlier than predicted, so give yourself enough time to get there and stuff, but other than that, they are always super friendly, and I love having TV to watch and having my bag checked for free.. I've never traveled with more than 1 checked bag, so it always is great for me...

11 years ago

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Noah Parker Orem, UT

JetBlue is one of the most affordable airline options. This is unfortunately reflected in their aircraft and service quality. By service I by no means am talking about the staff, they were as kind and wonderful as can be. The aircraft interiors seem well worn, and the amenities on-board are definitely dated. These are affects of them being the least expensive airline. Bottom line - JetBlue is the airline for you if you don't mind riding in a mini-van as opposed to a suburban and also you want to save several hundred dollars.

5 years ago

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Darrin Pelham Rincon, GA

I have flown on JetBlue several times and I have always had a good experience. You know when you purchase your ticket what you are paying for so you know what to expect. There is all the services and niceties available if you would like to pay for them but if you don't need them you are just saving money. The staff have always been nice and helpful and I recommend JetBlue for anyone looking for a no frills and cheaper flight.

5 years ago

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Alexandra Hackettstown, NJ

Re: Caroline the attendant on flight 634 PAP -JFK on 9/16/19. She is one of the attendant that I have the privilege to travel with. She is extremely professional and simultaneously courteous. She made my trip pleasant. For example, my tv wasn’t working, when I explain the situation to her, she was prompt, engaged and provided a solution. ( I don’t have Any self worth issue) Caroline made me feel value, and important. And I believe that’s how JetBlue wants every passenger to feel. Bravo Caroline: the way to go...

7 years ago

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Kimberly LeBaron Delta, UT

I flew with JetBlue from Utah to Bermuda last summer with my family and had a great experience. Not the cheapest way to travel, but for a cheaper price, my flight was very comfortable with most of the same amenities as the more expensive airlines, such as Delta. The airport staff and flight attendants were helpful and courteous. Everything went smoothly. Overall a great experience.

7 years ago

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Maria T. DiRico Woburn, MA

I enjoy flying jet blue, the movie options, the tv options,, the food and snack options. The crew is usually friendly and the flights are enjoyable. I have been flying jet blue for 8 years perhaps more and have not had a negative experience to date. I fly an average of three times per year the majority of the time on Jet Blue my airline of choice.

10 years ago

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JOSE Brooklyn, NY

jetblue for me has been a good airline since am a disable vet. i bring my dog with me all the time and is a labrador so he goes in tha passanger area with me . i just had one problem with a stewardess that was angry at life in general. disrespectfull,i guess she was out the door since she was about that age. overall jet blue has been good to me. THANK YOU

11 years ago

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Nancy Fort Lauderdale, FL

LOVE JetBlue! I fly them exclusively, unless they don't go where I'm going. In my experience, no canceled flights, not much waiting in line or to board. First checked bag is free, and two carry-ons allowed. Adequate snacks and beverages, comfortable seats. The only negative is that they charge $100 to make changes, even for a good reason. Always recommend them to other people.

11 years ago

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Joan Velez Bronx, NY

I love Jet Blue. The only complaint I have is the inconsideration of some passengers who abruptly recline their seats with no regard for the passenger behind them. I feel that since we are all paying the same fare, why should one persons comfort take away from the comfort of another. I strongly suggest that ALL seats be locked into the upright position thereby limiting confrontations between passengers.

11 years ago

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sue Center Moriches, NY

Jet Blue is awesome. there is only one problem and it probably isn't just with Jet Blue, carry on luggage, it takes forever for the people to put their carry on in the over head compartment, espically the elderly people. I was on a flight yesterday and the line for people to get to their seats was through the whole plane because one heavy set elderly woman could not get her luggage up in the compartment. I think the hostess should hold on to the luggage for them and then the hostess put it in the compartment

11 years ago

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Lynn Leominster, MA

We had a flight going to Aruba out of Boston with a stop in New York. Our itinerary was changed which would have made a one hour layover a three hour layover. I immediately called Jet Blue and told them that it would get us into Aruba too late. They changed me to a non-stop with no additional fees. That is I what I call exceptional customer service. There is a reason we always fly Jet Blue whenever possible.

11 years ago

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Michael A. Deerfield Beach, FL

JetBlue is the best airline for US travels. The plane is clean and smell good. The staff is friendly and attentive and the free snacks and beverages are a nice bonus. We been on many other airlines in the past but from now on it JetBlue. I would have give them a 10 but our last trip back from Boston was delayed 2 hours, so not so great experience on this flight.

11 years ago

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barbara New Windsor, NY

I booked with jet blue two months ago so I can get good rates.. now I find out there there's a sale and 2 weeks before my flight the rates are lower. $40 round trip for each ticket (2) lower from Newburg to Orlando.. jet blue would not make the adjustment because it wasn't over $75. This is not far, if the price goes down there should be a adjustment. Seems like you get punished for booking early.. I am a good customer and been flying with jet blue for years.

11 years ago

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Rob Nicholson Worcester, MA

Overall a great experience as usual. JFK's T5 is so nice and the new roof deck is perfect! The down side to my recent trip was going thru San Juan on the way down. That airport is old, dirty, unsafe and the people/staff are very rude. Thankfully I can avoid San Juan usually on my way to Anguilla but if JetBlue changed so I had to go thru San Juan I would look for other airlines to use regretfully.

11 years ago

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Doreen Shane Deerfield Beach, FL

I fly Jet Blue every year to see my children. I love Jet Blue, pricing, tv and comfort. This year when I made my reservation the price was $216.50 and I was very pleased but when I booked it the price changed to $249.00 which I did not understand, but booked it anyway because I love the airline. Then, on top of paying an extra $32.00 for my seat, I also have to pay $25.00 for my bag. I am on social Security and this is very stressful. Thanks Doreen

11 years ago Edited September 14, 2021

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tony Port Washington, NY

I have been traveling with JetBlue for a long time and overall I am very happy with the service and timeliness of the flight. I really liked the fact that they were offering the first bag for free. Naturally this changed as of July 1, 2015. I understand that JetBlue need to make the additional income and catch up with Delta, American etc. However it would be great if they also match Delta and AA which allow passenger that have their credit card to have the first bag for free. This is a suggestion that hopefully will be read by JetBlue representatives and make the necessary change.

11 years ago

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Christopher Molnar Babson Park, FL

Jet Blue has been a great airline to fly. However, with the new fare structure and the baggage fees I think they may have priced them right out of our corporate travel guidelines. Too much of a difference between JetBlue's 486.00 round trip and the 300.00 or less round trip from some others. Shame, because I like everything about the JetBlue experience.

11 years ago

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Heather Pietraniello Tampa, FL

I have only ever flew Jetblue and usually have nothing but the best flights. The last trip I took was rather on the bumpy side and my plane was delayed for over an hour with no explanation as to why. Other than that, the flight crew is always pleasurable and seats are comfortable and clean. For the price of my flight, I would definitely fly with them again.

11 years ago

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Lorraine Springfield, MA

I always travel with Jet Blue.. wouldn't go with any other airline...they always make you feel special...they even let you pick out your snacks on the plane. They are always on time... leaving and arriving.. tv at every seat...I feel very taken care of when I go Jet Blue... I ask everyone that travels who are they flying with and it's usualy always Jet Blue...if not I tell them how great Jet Blue is...

11 years ago

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Alberto R. Riezgo Hollywood, FL

Customer service is ALWAYS on point. I've never had a bad experience with anyone on the phone, web, at the gate or onboard. All EXCELLENT at what they do. Flights are ALWAYS on time or early (w the exception of severe storms.) Pricing has VERY slowly increased over the years, and they are slowly taking away advantages, such as extra legroom which now comes at a cost. That is disappointing. I only fly jet blue if I have a choice, but I wish they went back to the way they were 5-10 years ago. Got more for your money space wise. Only thing keeping them from at 10 rating.

11 years ago

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ltrain8796 Orem, UT

Jet Blue is great for travel. with all the direct flight back east and great customer service they're tough to beat. Also, being 6' 3" I appreciate the extra legroom and the free satellite TV makes the long trips that much more bearable.

6 years ago

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Michelle Rios Ogden, UT

When I want to fly instead of drive to closer destinations, JetBlue has been the airline for me. They offer great curbside check-in, helpful and courteous staff to assist me with boarding and the planes are clean, with a friendly flight crew. Ticket purchase is easy on their website, making a quick getaway to Vegas a breeze.

6 years ago

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Kathleen Finneran Richmond Hill, NY

I have been flying with Jet Blue for years and am mostly pleased with the service. The gates at Fort Lauderdale are too small and Crowded. Kennedy is great. Nola is wonderful. With rate exceptions the flight crews are outstanding.

6 years ago

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Jake Baleyev Madison, MS

My family, & I use JetBlue very frequently to get to connecting flight to New York from New Orleans. The service is always good, the in-flight snacks are high quality, the entertainment is very serviceable. The flights take off on time, & land on time with great precision.

6 years ago

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Jen Paxman Lehi, UT

I have only flown jet blue from SLC to California but each time I have been impressed. Their prices are very competitive and makes it a great and affordable option to driving. I have liked their customer service and feel like they have been willing to accommodate my kids. I would definitely fly JetBlue in the future.

7 years ago

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Lesa Burgess Pleasant Grove, UT

JetBlue has great prices out of SLC airport especially when flying in the western United States. I was impressed with their customer service when calling them and trying to upgrade my seat to an exit row. They were very accommodating for my needs to have a little extra leg room and I appreciated them for that.

8 years ago

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Maria sori

On my flight from Newark to San Juan Puerto Rico, the cabin crew were kind and helpful. The crew member who said the safety instructions was super clear and slow so everybody could follow. The complementary refreshments distribution was okay and when I ask for another water they deliver. Thanks jet blue

8 years ago

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Pete Centerville, UT

I recently flew to New York from Utah using one of JetBlue's flash sales. The price was awesome and the flight went really well. No delays or anything. I was very impressed with their service. I just wish they flew to more locations.

8 years ago

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david jones

I love JetBlue. I have had some of the most comfortable flights and best service on the JetBlue airlines. I do wish they had more flights to more cities but they do a great job ad making the flight as comfortable as possible.

9 years ago

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Breanna Jones Salt Lake City, UT

Jetblue is my favorite airline to fly. I appreciate the accommodations they provide that no other airline does (tv, better snacks, etc.). I think their prices are always fair and it seems they have the friendliest staff of any other airline. When I can, Jetblue is always my first option to fly.

9 years ago

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Luis Izurieta Fountain Valley, CA

First time a use this fine My trip was very nice. Flew from New York to Peru. Everything was much better than I anticipated after using another airline for many years. I will definitely fly JetBlue again. Smooth check in, friendly attendants great experience. Thank you JetBlue.

10 years ago

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Maria L.Mari League City, TX

I travelled from Orlando, Fl., to San Juan, P. R., the services was good, they give free chips and tee or coffee. The only icident was when we come back to Puerto Rico to Orlando, has a delay of three hours, because had a bad weather that the reason of the long delay. We returned to Florida at 3:00 a.m.

10 years ago

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Donna DiPaula Fort Pierce, FL

I love everything that this airline has to offer, it is easy to book flights and convenient to pick your seats when you have flights, the only thing that I have a problem with is the price you have to pay for a child traveling alone, in my opinion I believe it is too much money, other than that I have always used Jet Blue when ever I travel.

10 years ago

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Nadine Brewster, MA

I try and fly JetBlue every trip. The crew are also nice the airplanes clean and in flight TV easies my anxiety while flying. There flights have always been on time. We recently came flew to the Dominic Republic and everything was perfect. They helped with the forms that needed to be filled out and answered all our questions.

10 years ago

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Tom Miller Boynton Beach, FL

all in all fl. to los vegas was very good small issue made the fl. I/2 late, free movies was token to pass. very nice crew, on time leaving vegas. very nice no problems enoyed tv snacks and water. I am 6`4 pretty good room between seats. only one issue change of gate number for return fl- I guess subject to chage works here

10 years ago

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Sharon Cesario Brooklyn, NY

Would recommend Jet Blue based on their care for the community that flies on them. Have only had one issue and that was a long time ago. The customer service from Jet Blue is wonderful. Applaud Jet Blue for flying in those police officers to NYC for the funeral of Detective Holder.

10 years ago

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kat Scituate, MA

We love Jetblue and flight it exclusively. We may have to rethink this because when we fly we take two suitcases and golf bags. That $300 at the new pricing. Sorry to here that. We have always paid extra for clubs but now $50 for suitcase and $100 for clubs. Yikes. The website does not say first bag free like it did here.

11 years ago

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LP Georgetown, TX

Always the best. Only complaint (now rating a 9 instead of 10) is that now you're charging for bags - that was one of the reasons we flew you exclusively. But love the roomy seats, good snacks, tv, and customer care - above all the rest

11 years ago

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Thomas H Lanphear Jr Hudson, NY

Started flying JetBlue to our home in Florida. Always great service with friendly staff. If I had any complaint it would be that I need to be able to fly non-stop from Albany NY to Ft Myers LOL. I get updates to flight changes and info. Excellent carrier. Not crazy about the change of charging for bags but like the service

11 years ago

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Kay Conte Hingham, MA

Help on Jet Blue is excellent. One problem coming back to Bstn from Tampa. Had to get my own wheelchair and then was told I had to stand in line with my luggage. I sat down in the chair and waited, someone else came, took my luggage and showed me an employee in line who would check it in and help me. Smooth sailing from then on.

11 years ago

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James Hahn San Mateo, CA

Best legroom in the air. They would get a 10, except they have started charging for bags, forgetting that they work for their customers, not their shareholders. They may still be the best value in the air, but now are a little less so.

11 years ago

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Julie Roman

The best, but I wish you would take into consideration all the people living outside the USA when you have contests and giveaways... cause we also fly with you. And why are you charging for the first luggage at a time when economy is not that good.

11 years ago

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barbara New Windsor, NY

had a great experience on Jet Blue. Wish there was more non stop flights to Florida airports from Newburgh, like Daytona or Sanford. It would also be nice if you book early and the price goes, down you should be able to get a price adjustment. Not only three week before...

11 years ago

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Donna Cassillo Middle Village, NY

Great Airline>>But the fees are getting out of hand! Why when the price of fuel keeps getting lower? Also could also have pillows & blankets for free! What happened to amenities? Still Jet Blue is a great airline to use! I will definitely keep flying!!! Love them!

11 years ago

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Anne Munsterman Summerfield, FL

Jet Blue is the best. They are our go to airlines. They leave on time, which of course makes them arrive on time. They are very accommodating and the staff has always been friendly. It is my hope they don't follow suit and charge for the 1st suitcase. But overall, Jet Blue is # 1.

11 years ago

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