Just took my first JetBlue Flight two weeks ago. Overall impression- not as good as it could be.

1. Pricing was great- so I didn't expect too much.
2. A/C were great EMB 1st leg- neat little plane, A320 2nd leg. Both clean and crisp. Entertainment systems were pretty cool.
3. Flight attendant on 1st leg- not fun, not nasty, kind of dour, like he did not want to be working.
4. JFK terminals- awful- no place to sit, crowded. To be fair, they are working on a new terminal.
5. On-time- yes, but when my wife called they told her I was going to be 30-40 minutes late- so I cooled my heels at the airport.
6. Perception- I was APPALLED by the fact that two employees were sleeping, sprawled out on chairs, behind the service desk in JB's main terminal, in full view of the customers in line (um, could you wake one up to help me? Thank you so very much). I can't even comprehend why it would be allowed by supervisors or tolerated by co-workers. It looked completely unprofessional.

Was it a knock-out experience? No. Would I fly JB again? Sure, as long as the delays at JFK don't get worse. Lot's of potential here, but they seem to have missed the mark.

 

If you want better service overall, find a company you like, and only fly them. If price is the limiting factor, then don't be surprised by anything you see.

 

I'm not necessarilly willing to buy the "price" aspect. I've flown enough (as PAX (about 2 million frequent flyer miles) to have a realistic picture of air travel today. Any "flat" or negative points were either not intolerable (the lead F/A) or had a reasonable explanation behind them (terminal construction). They just didn't enhance the experience.

I learned as a 16 year-old lifeguard- you NEVER sleep in front of the public. They didn't care if we napped during our breaks, just do it in privacy. I can't recall ever seeing that from a customer contact employee anywhere in any industry.