Well my undying love for jetBlue waned in 2019 , so I felt it's time to get some of the facts out there as they stood before the pandemic hit. As a frequent flier, I benefit from their top tier program, and many of the perks such as no change fees have helped this be my first go to when flying anywhere. Business travel plans change constantly, and this benefit alone allows me to make and change plans up until the doors close.
jetBlue also has the most comfortable and consistent seats in the industry. You never know what you are going to get with American or United, unless you are booked in first class and even the "better seats" that you pay for, can sometimes be inhumanly narrow and uncomfortable. Even jetBlue's standard seats and pretty darn roomy, by current industry standards. And jetBlue's consistency, also extends to how they treat passengers, especially Mosaic members.
But paradise is lost on jetBlue's darker side:
1) technology - jetBlue's website is frustratingly unaccommodating, sometimes just blanking out on city pairs that you have plugged in. Their app can take forever to load the next page, and it's not just once or twice that it 'errors' out on making a flight adjustment. Compare to Delta or United's clean, robust and flexible web interfaces, which just plain WORK.
2) gate management - This is jetBlue's biggest fail. Flights are regularly scheduled to depart, minutes after the arrival of the last flight, almost guaranteeing that push back will not be on time. It is not just once or twice, but regularly that I have sat on the ground waiting for an arrival gate to be ready. This is in Boston, in Chicago, in LA and RDU. But the worst by far was flight 1712 from ORD, when we landed at 5:37 for a 6pm, flight and did not actually get to the gate until 6:30pm. And it was a perfect sunny day, no issues, no weather. Our gate was changed from C8 which became available at 6:13 to C9 which freed up at 6:26. No explanation made any sense.
Wild guess here is that jetBlue is saving money by having fewer gates, but if you look at how an airport like ATL manages to turn planes at it's almost 200 gates, you realize that a little management of gates and boarding can turn an airline plagued with delays into one that seems to make it work.
3) surveys for flights that went well - I've started keeping track. jetBlue sends me a survey for flights that went well. And for those that didn't go well, I never see one. Start keeping track. It's easy to keep your ratings high if you only count the good ones. Shame on you jetBlue!
As a post note, most people do not allow bad flight experiences impact their future travel plans. When it's time to fly, most people go back to price, loyalty, and schedule when booking. And lets face it, the airlines know this well. For the record jetBlue I will still fly often, but I do notice.