What’s Up With JetBlue Lately?

October 22, 2009 | Uncategorized

I started flying JetBlue when it was the upstart, the new kid on the block that was out to revolutionize air travel with new planes, TV at every comfortable leather seat, low fares, a can-do cheery staff.  Its new terminal at New York’s JFK — opened just about a year ago — continues that revolution.

This is a place that clearly defines what all airport terminals should be — large and roomy, plenty of restaurants and a large food court, free w-fi , plenty of places to recharge laptops, plenty of comfortable seating. You can even order meals down at the gates — just go to a touch screen monitor, select your meal and your food is delivered in minutes.  They’ve even put bars in a few boarding areas.

If you’ve never been to JFK’s Terminal 5 you should try to route yourself through it. (It’s too bad you just can’t walk in off the street and take a tour.) When I went through it again last week, I took a quick Flip video of it for those of you who haven’t seen it yet. Click on the video to the left, or use this link (http://www.youtube.com/watch?v=QeBQ5roPlTU) to see it on YouTube.

Despite its great terminal, however, during the past year or so I’ve notice things that make me wonder if JetBlue is losing its luster. More and more I’ve encountered some staff that seem to be losing their attention to detail, one of the things that always made everything flow smoothly and ensured an enjoyable experience.

For example, on two different flights over the past few weeks, after “families with children”, etc. were boarded everyone else was told to just all board together which created mayhem. On another flight from New York to Washington three weeks ago my seat partner in the exit row was an infirmed woman who needed a wheelchair to board — a clear violation of Federal regulations.

And some months ago when JetBlue moved from it’s original terminal in Ft. Lauderdale for one much less nice, it didn’t notify outbound passengers until their return, angering those who had to find their way to a distant parking lot where they had left their cars.

Yes, tough economic times have clearly put pressure on airlines staffs. But JetBlue is the carrier that gave new hope to air travelers, hope that flying could once again be made an enjoyable experience.

Whatever is happening, I hope they get pass it soon and return to detailed-oriented philosophy that helped it take to the air originally.

Jim Ferri