JetBlue - Book & manage trips Reviews

by Metrostar230

I can’t even explain how much of my day was wasted trying to book a round trip for 2 people. JetBlue forced me to update to a new version that doesn’t work. I got very frustrated and got my laptop running it would be easier. Nope. After about 2 hours u was finally able to make the purchase. Oh wait. The page froze. I got a confirmation number but was “unticketed” and told to call customer service. Wait time 87 minutes. I can very easily see why. Just kidding it ended up being 3 hours by the time I spoke to anybody. She was very nice and helpful and took care of everything for me but I told her I would just do the seats on my own on JetBlue (because that hadn’t been working earlier and I honestly thought it might be my browser in need of an update) but when I try to “manage my trip” on both website and app it just freezes forever. Whoever designs your websites should come work for the MTA IT department. You’d fit right in.

by Nicknamer19

My wife and myself planned a trip for our honeymoon and they didn’t assign us seats together even though we bought tickets together. Don’t understand how that makes sense especially with her being terrified of plans and needs me to sit next to her. I didn’t get any help from anyone that I chatted with online or on the phone and for this very reason never have flown with this app and honestly never will after this trip! Please be aware of this trap and if you have kids don’t expect them to sit with you when you buy your tickets unless you pay the 50 dollars per person to change them. Absolutely ridiculous and the main reason why I fly with southwest and not this app! Be aware of this scam and know that they don’t care if it’s your honeymoon, birthday, or funeral as long as they scam you and get their money’s worth. Then they tried to badmouth Expedia and such saying don’t do it with them just do it through us. Sorry to say but the trip with Expedia was perfect and the only problem was the flights with this flaky company. Just lost another 4 customers and more because I will be letting the world know of how difficult and complicated it was working with this airline. I will be making a post telling friends and family to never fly with this company for this very reason! Absolutely ridiculous without any help from you guys!

by Rp14075

I purchased a flight through Priceline. Apparently Priceline combined my first name and middle name Into one data field. As a result I could not sign in for the flight. I called this app, and after a 10 minute hold time I was told this is a known issue, that it happens frequently. I had to manually type in incorrect information, in order for the system to acknowledge my reservation. As I was then walking through the check in procedure, the this app agent apparently felt that she had given enough Assistance. So she abruptly ended the call before I finished asking questions. I was midway through the sign-on process, and there was no way to return and correct a prior entry. So I had to finish the entire process, logout and then log back in and go back through it again step-by-step. Every bit of this process has been cumbersome, slow and full of errors. If this is a known issue, why haven’t they fixed it? Why should I wait for on hold for 10 minutes, and then have the agent need to end the call rapidly? Checking in for a flight is something every single passenger needs to do… How can you possibly design such a process without giving users the ability to go back one prior step and make a correction?

by KjTWilliams

I just downloaded JetBlue today and haven’t been able to get past the sign in screen. I tried going through the google browser with the exact same sign in method (touch id) and it’s working just fine. People down load apps for convenience, things available at your finger tips to make check in, boarding passes and all things travel move along smoother. Which would make JetBlue perfect, if only it worked. I see there were just bug fixes performed with a new update yesterday so maybe I’ll delete and download at a later date. Not a good look though also because this was my first experiencing Jet Blue at all per my fiancé’s flying experience with them. He spoke so highly and although my only complaint thus far is the performance of the Jet Blue app...We’re off to a rocky start!!

Update: Months later after deleting and downloading over again, JetBlue is now shutting down immediately after opening up! Not sure what the problem is but I’m booked through them for my wedding and it’s disappointing that for such a special trip we won’t have JetBlue at our disposable! Not impossible just an unnecessary inconvenience.

by 4th Attempt To Leave Feedback

I was amazed that JetBlue was little more than a URL redirect and thought it was the worst customer experience I’d ever had. Then I flew with jet blue and realized that JetBlue was the least of this company’s worries. After a 4 hour wait because we weren’t able to check in, and after 3 hours communicating with the Jet Blue agent, she had no idea why we were blocked from checking in and told me that the gate agent must do it for us. After arriving a full three hours early for our flight, we are now in a queue behind ~500 other international travelers with 15 min till the doors close. When I asked if someone could help us to front of line with security, the this app told us to be thankful we were able to MAKE our vacation because so many other this app customers had canceled flights on the way here. I’ll gladly pay 2x to fly delta next time. They say every bad customer experience leads to 7 testimonials. I’m already to 1.5k views on this one and will make it my mission to let everyone know about our first and last this app experience. Good luck with your company.

by Criveraf

There are apps from other airlines that are a breeze to use, to check prices, book flights, check status, frequent flyer status, etc. The this app app is VERY slow! The UI is very confusing, not intuitive at all. You can’t really look at prices days before or after the given date without losing the info already entered or selected. It forces you to select the departure flight again. Also, font is too small! And in some places you need to open a drop down list that is not very evident to you (again, JetBlue is not intuitive or user friendly). this app say they keep improving JetBlue , but in reality they need to overhaul the entire app if they really want us to have a good user experience. Now, I know this isn’t related to JetBlue , but as for prices go, this app has become a pretty expensive airline to fly; can’t count it as a low fare airline anymore. You look at other airlines prices like AA, Delta, United and what’s the difference??

by Jet Blue Lover Elyse

The old version of the this app app is not working at all on my I-6 phone. It won’t let me update the new version because I don’t have 13.0 iOS. I have 12 point some thing on my I-6 Phone. I spoke with Apple and they said that Jet Blue did not update their app properly because it is not allowing many people to use their app because they don’t have 13.0 iOS on their phones. Please resolve your app issue immediately so I am able to use it like I have been using it for 15 years.
I don’t have iOS 13.0 so I cannot use the this app app for anything, even though it says that I can download the other version. I already have the original this app app and it’s not working at all because you have a new App that requires iOS 13. Many customers including myself do not have iOS 13 on our cell phones, so we cannot use the old app or new app! Please resolve this ASAP! I’m extremely frustrated and have a this app flight in a week so I will have to download my boarding pass and cannot do so at this time.

by Unhappycustomer#3000

I had the worst time trying to get a connecting flight back from my location. this app caused me to be late to my connecting flight because they delayed it three hours, and then continued to blame me for not being there on time. I sat in guest services for three hours, just to get an attendant who was extremely rude and aggressive. I asked for the supervisor and was talked harshly about in front of my face between the attendant and supervisor. The supervisor proceeded to be extremely hostile with me, again claiming that it was my fault I missed their connecting flight (even though the airline was the reason I missed my connecting flight). I am a regular flyer and have never been so disrespected by an airline. I would not recommend this app to my worst enemy. The prices may be cheaper, but you will pay for it in the long run. I am still trying to book a flight 13 hours after the debacle, and the airline has taken no fault in this. If you want to be screwed over, then this is the airline for you.

by DJD562

Have been trying to use the this app website for the last two weeks and when it says I’m logged in and start booking a flight, it asks me to log in again, and then again after every step. When it came to applying True Blue points, it kicked me to the True Blue login which immediately states it is shut down. Then when closing everything down and reopening, the this app app crashes 75% of the time after entering the booking info. This is not the first time I’ve had problems with JetBlue .

Update (this is actually laughable): Since I have been unable to book a flight using JetBlue or the this app website for well over two weeks, I decided to use their “Help” feature which opened an SMS window. When I typed in my issue that I’m unable to book a flight using points on their this app and TrueBlue app or website, I received a message stating “Due to technical difficulties, SMS messaging is unavailable. Please download and use the this app app to book your flight”.

by GreySunshine

App struggles with basic things like checking in. Encountered around 4 different error messages all that told me to contact support (which isn’t much help because the chat and texting are often offline and the phone wait is 90+ mins). Also, JetBlue can’t tell me things like where my bag is, which is important to
know if your flight is suddenly cancelled (which mine was). Will it be on the rebooked flight? 🤷‍♂️ JetBlue and the interface the staff accesses seems to have no idea.

I couldn’t even track flights (i.e. enter flight number to see status). That feature also resulted in an error message. I checked the website and it also couldn’t track flights or really function for check-in / modify flight. Only option was to stand in line at JFK, which is ALWAYS a joy. /s Flight cancellations, changes, and delays are very common, but JetBlue seems to seize and act like it’s a rare and unexpected IT apocalypse.

I work in IT and UX design and provide tech support on a regular basis. The underlying infrastructure is way overdo for an audit, code-review, user journey simulation, stress testing, and bug-fix sprints. Time to halt new features until you get basic things back on track! This buggy system must be costing this app lots of money (over-worked customer service, stressed-out IT help desk, and baffled customers).

by Hyokano

Maybe it’s because I bought my tickets through Travelocity but my in-app boarding pass was only available for my first flight from DCA to BOS. Had to ask my connecting Hawaiian Airlines flight to HNL to print a boarding pass for that flight, and then I didn’t have a boarding pass at all for my return flight back to DCA.

Also, the info within JetBlue was outdated by the time I was on my return flight from BOS to DCA. I had to use a third party app to figure out the most current gate for my flight, which caused me to walk back and forth between gates C19 and C26 which are on opposite corners of the Jet Blue Terminals in Boston. JetBlue never updated the info even after the fact.

It’s a great app otherwise but if I relied on it solely, I wouldn’t be able to get to where I’m going. Am I supposed to also have a Hawaiian Airlines app? I thought they had a partnership but it doesn’t seem to translate well into an ideal traveler experience. Still, this is better than the old days of having to print my boarding pass at home.

by Cecily Tanese

Most recent this app exp, I purchase a one way ticket to DR for me and my sis and upon boarding the connecting flight was told to get in line to speak to gate agent, once it reached our turn Was told we couldn’t board because we needed a return flight and was told we didn’t have time to purchase one because they were getting ready to shut the door. As I frantically tried to purchase a ticket on the handy this app app they began counting down 1 min, 30 seconds, 15 seconds Then sorry too late. You will have to come back tomorrow there are no more flights going out today and because you bought a basic ticket we can’t try any other connecting flights. I was appalled, instead of having us wait in line to speak to gate agent she could have just told us so we could have had ticket purchased by the time we got to the front of line. We could have been told in Cleve when we arrived at airport to board the first flight. And the 3 min it would have set the flight back for me to complete the purchase could have been made up in the air, instead we had to get a hotel in FLL and missed our appt for that afternoon. Felt like something I would have experienced with Spirit and I quit riding Spirit because of the horror stories.

by Angry Crash Bird

This latest update is broken. I can see my trips and check in, but can’t get an electronic boarding pass. I get the message “Bummer. There was an error creating your mobile boarding pass. Please try again later.” I have flown 3 this app flights in the past 2 weeks since JetBlue update and I get this error every time, no matter how many times or how much “later” I try. I have deleted and reinstalled JetBlue several times, logged out and back in again, and even updated the iOS to 12.2 (and deleted/reinstalled and logged out/in JetBlue again after). THIS NEEDS TO BE FIXED! There are a lot of other features this app really should add to be competitive with other airlines that other reviewers have noted, and I agree. But at the very least you need to have reliable access to mobile boarding pass, this is an expectation of any traveler today to bypass checkin or kiosks.

by JetBlue 4 You

The last two flights on Jet Blue were the worst flights I have taken in the last 20years of flying.

Don’t get me wrong, I love Jet Blue and Love Animals, especially Dogs. However, there has to be some enforcement on pet travel policy.

The first flight I mentioned, I was watching a movie and the middle seat was empty and the passenger in the window seat took her dog out of the pet carrier and placed it in the middle seat and it started to paw me and lick me and I asked the person to please handle the dog and the flight attendant could have cared less after I asked what the jet blue pet policy.

The second flight I mentioned there was 10-12 dogs on the flight they were all out of the carriers and that was if they even had carriers and it was like animals planet.

Again, I love dogs and all animals, but on a flight Im paying for I would appreciate if folks keep their pets in the carrier as one dog ran down the isle and they were jumping all around the seats. One of these pets wasn't small. I feel like its unsafe and there is a reason this app has a policy to keep pets stowed and secured for everyone’s safety. When did this policy stop being enforced???

by Drdean2000

My experience with this app has always been relatively good. On my flight in July from FLL-Newark we were delayed 3 hours and there was not even a “sorry” for the in convenience... I missed dinner with my family and it ruined that entire evening.

The most recent flight I was on was on time etc... BUTTTTTT what is going on with all the animals being allowed without carriers on board????? Besides the 4 or 5 small lap dogs that were on the flight there was a Labrador 3 Seats in front of me- I could not believe it! I am so allergic to dogs and if this dog was sitting in the seat next to me I would have had a huge issue. Dogs , cats etc need to be in carriers if they are going to fly. He was allowed to sit on the seat and then peak over to the sit in front and back- just ridiculous.

by Ryanmax

During hurricane Irma I had the misfortune that I had to fly to California from Fort Lauderdale and it was quite a crazy day that day and Jet Blue took me out we got to where I was supposed to go they only problem was I paid a fortune for my fair is over thousand dollars and I called them up a couple days later explained how it happened that I was charge so much money and they refunded me all at the $99 fare they were offering me similar thing happened on American airlines my husband got a flight on that airline and they did not take off he had to go home and come back to the airport and I called them and I had to send and I had to send a letter and they refused they said they will not refund me the 900 and some dollars so you fly this app if you’re smart.

by Dad Rad

I love their app. It is so easy to navigate and find the best fares. I get the best deals here compared to Expedia, Kayak and other apps. They never have the deals the Jet Blue app has. Of course you have to fly to a city they serve. We fly often to Washington DC from Hartford to visit my daughter. We have gotten fares as low as $34 per person. Cheaper than driving or taking the train! Of course you have to be flexible with the times they offer and the return trip is a higher fare usually but they still are pretty cheap. And also we have never had a problem with their flights from Hartford or Reagan and the planes are clean and comfortable and flight attendants and other staff are always very helpful and courteous. It’s our first choice for an Airline! Keep up the good work Jet Blue!

by Never Use WORD Again

this app employees are nice and don’t seem to mess around - they helped me when my kids were little and loved running around. They helped me recently when I had a serious medical condition and I am forever appreciative! And thank you for being so strong each and every one of the this app employees who had the courage to keep us all flying during COVID and the pathetic antics of Entitled Americans standing one their misunderstood civil liberties while fighting about a mask. I wish Americans had the interest, patience and fortitude to learn about the laws that keep our American civility in operation. Time to get edified… seriously, once you know how civil societies operate, maybe then we can be the country will were less to believe. Until then - be warned. Hard days to come.

by Ria Harkavy

Due to the Covid-19 pandemic our travel plans were put on hold until a safer time. When my out of town grandchildren needed me to come care for them I decided to take every precaution and make the trip from Florida to Boston. After 14 days of isolating, 2 negative covid tests, registering with the state of MA, I began my journey to Boston Equipped with protective gloves, masks and sanitizer, I was delighted with the precautions that were in place through Jet Blue. The plane was completely sanitized, flight staff wore masks at all times, passengers boarded from the back of the plane to the front, they even took an extra measure by preparing sealed plastic bags for each passenger that contained a water bottle, napkin & snacks! I was overwhelmed by their kindness and genuine care for everyone’s safety and experience as they travel! My heart overflows with gratitude!

by Suomynona54321

I tried to book a ticket through JetBlue but finally gave up and booked on the website. JetBlue kept timing out when searching for flights so it took me a while to find a flight. When I finally went to pay for the ticket, JetBlue would take a long time to refresh when I unclicked “same as billing address” to put in a different physical address. After I had put in all of my credit card information and clicked the link to pay, it just kept bringing me back to the credit card entry page. There was no error message saying that I had missed info, just a bug. When I finally got it to submit the payment after multiple tries, it went through the “verified by visa” process and said that my purchase could not be completed! I was able to book the ticket on my phone through the website with no problem.

by Hjnsklcskvslsvlv

No matter how often I update JetBlue, I keep running into the same extremely frustrating issues. I can’t tell you how many times I’ve either opted to fly another airline or whipped out my laptop to book my this app flight using the web after failed attempts at using this incompetent app.
JetBlue takes forever. I get the “Loading” spinning circle after filling in each individual field. More often than I’d like to admit, I’ve magically gotten as far as the final page before booking only to have the field for my billing address state be uneditable! It’ll just be gray and unclickable. I literally cannot enter my billing address state and therefore cannot complete my booking. When I tell you, I’ve almost — oh wait no, I have ACTUALLY thrown my phone out of frustration with JetBlue. I don’t know if it’s just me, but every time. I mean EVERY TIME I give JetBlue another try it ends up biting me where it hurts. And I end up flying Delta instead.

by MrKDA

The American Airlines app is seem less when adding an upcoming trip. JetBlue won’t let me add my flight so I can check in quickly when check in becomes available. I keep getting an error message. I tried to contact customer service via chat but it says they are experiencing a higher than normal chat volume? Seriously, that’s what chat is for! JetBlue wants me to call them but I’m out of the country paying .15 a minute for calls. How antiquated is Jet Blue. Makes me wonder about the upkeep of their planes if they can’t keep something as simple as an app running. The fact that they’re receiving a higher than normal chat volume tells me that numerous people are figuring out that JetBlue is garbage. Also, the 4.9 stars is garbage. Just scan through the reviews and you’ll
see just as many 1 or 2 stars as 5 stars....that’s fishy. Next time, I’ll be sure not to use Jet Blue for anything.

by Mr.Excuseme

I tried JetBlue for the convenience factor but there is non. First thing that bothers me was ,when you try to and your personal info, they ask for your birthday and a scroll with the month day and year pops up. Cool, wrong NOT COOLl! It won’t let you change the month unless you change the year or days first. Really??? Took me a few mins to figure that out. I was ok with that, but then after I entered all of this information in and agreed to the agreement, BOOM it won’t let me sign up. It says check your connection. So I turned the WiFi off and went straight to LTE, put all of the good ol info in the right places and. DOUBLE BOOM, (sign in failed, check your connection) Fooled me once shame on you, fooled me twice shame on me, you won’t get me again! Uninstalling...

by Robin Black

Traveled from LAX to JFK and then Rochester to celebrate a very special birthday and my son’s fiancé’s bridal shower. Left hotel at 5 AM for a 7 AM flight. Was notified by Jet Blue on the ride to airport of 4 hour delay, but informed I still needed to arrive at the earlier scheduled time “just in case” they solved the issue. Ended up actually boarding 5 hours later, then towed back to gate for another hour of maintenance work. So, basically spent my entire day in the airport and missed the bridal shower!

Ground staff, phone customer service, and flight crew were extremely unsympathetic or helpful. No compensation or apologizes offered. This is the third trip in one year with huge flight delays, and one cancelled flight (unrelated to weather). I’m done with flying Jet Blue. Their customer service has really gone downhill.

by TessDarwin

Since two app updates ago, a flight purchased several months ago shows canceled. I should also add the flight also indicates canceled on my laptop. Customer service says it is not. Each rep has very nicely directed the problem to my end in their “bless your heart” voice. For example, restart my phone or clear the cache on my computer. I’m not computer illiterate. I use two every day 8 to 12 hours a day. I also tried querying for the confirmation without logging in on both my laptop and cell. Very frustrating..... I’m tired of these updates that add more “features” than making your customers lives a bit easier with travel planning.

by Lucky L!

We have been traveling for years on this app and it’s definitely the airline of choice. We are now Mosaic members and enjoy all the perks that go with it, including free check in luggage, having our luggage come off first, the ability to change or cancel out flights, boarding next after passengers who need assistance, having a private telephone number to call to make changes to you ticket or just the ability to ask questions that are rapidly handled. But not the least of all are the personal who check you in to the flight attendants to the pilots are the most friendly and helpful of any airlines by far. We love you!!
Luke and Mary Jo Pittoni

by JRyanNYC

I can say that I haven’t flown with this app in over a decade and since I stopped working for them when they stopped flights to ONT, so returning to the airline I was part of after so long had truly shown how much this app has evolved in service, equipment and culture!

The service has gotten better, the free extra perks are still free (minus the checked bag allowances), they evolved their A321 cabin and introduced a premium product called Mint and broke from the core cabin layout that they were known for having, and they tacked on some extra fees for priority seating, priority boarding and the premium snacks and beverages.

Some of the old this app is in there, just under a new shiny cabin and all still while keeping to the shades of Blue that first flew on the first flight!

JetBlue is always updated to be functional and still hip and trendy. Having all the features you do want and none of the features that clutter up an App. Any issues they’re just a tweet or phone call away and always are helpful and quick in addressing any issues or concerns!