JetBlue Airways Review – Amenities, Baggage Fees, Seats, Customer Service, & More

Full Disclosure: We may receive financial compensation when you click on links and are approved for credit card products from our advertising partners. Opinions and product recommendations on this site are ours alone, and have not been influenced, reviewed or approved by the issuer. Please see our Advertiser Disclosure for more details!

In the few short years JetBlue has been around, this airline has become quite popular. Founded in 2000 with the goal of “bringing humanity back to air travel,” JetBlue has won quite a few awards, including a number in the customer satisfaction realm.

In this review, we aim to take a look at JetBlue from the customer’s perspective. We’re answering your questions, such as:

  • What are JetBlue’s baggage policies like?
  • Will I get snacks on JetBlue?
  • Does JetBlue have Wi-Fi?
  • …and a whole lot more!

We’ll outline basic company info, ticketing options, how to earn TrueBlue points, baggage fees and other extras, seat specs, inflight amenities — and a big dose of consumer satisfaction information.

Read on to find out more about JetBlue Airways!

Basic Info

Airline: JetBlue Airways

Alliance: none

Category: Low-Cost Airline

Frequent Flyer Program: JetBlue TrueBlue

Tag Line: You Above All; Inspiring Humanity

About/Mission Statement: “JetBlue Airways exists to provide superior service in every aspect of our customer’s air travel experience… JetBlue Airways is dedicated to inspiring humanity. We strive to make every part of your experience as simple and as pleasant as possible.” (source)

Fleet: 235

Main Hub: John F. Kennedy International Airport (JFK)

Daily Departures: 1,000+

Destinations: 101 (North, Central, & South America, including the Caribbean)

JetBlue Ticketing Options

While JetBlue is considered a low-cost carrier, there’s nothing minimal about the basic flight experience itself! JetBlue includes brand name snacks, entertainment, power outlets, and more on all their flights! You will, however, pay extra for checked bags, just like with other low-cost carriers.

JetBlue offers 3 basic fare options:

  • Blue
  • Blue Plus
  • Blue Flex

Additionally, on select coast-to-coast and Caribbean routes, JetBlue offers an upper-class fare option called “Mint Experience.”

So How Do These 4 Fares Differ?

JetBlue Fare Differences
Image Credit: Jetblue

Hot Tip: In response to the COVID-19 pandemic, if you have a JetBlue flight scheduled anytime through February 28, 2021, you’ll be able to change or cancel it without a fee. 

Blue (Basic): Blue is JetBlue’s most basic fare. You get a carry-on and a personal item but no checked bag. Additionally, as we mentioned above, you get all of the basic perks allotted to all JetBlue flights like great legroom, snacks, Wi-Fi, movies (flights 2+ hours), etc. As the chart shows, you will pay for any changes made to your itinerary (waived through February 28, 2021).

Blue Plus: Blue Plus is a small step above Blue, in that you’re allowed 1 checked bag included in the fare. You can also earn 4 bonus points per dollar (vs. 3 for Blue) when you book online. Again, as the chart shows, you will pay for any changes made to your itinerary (waived through February 28, 2021).

Blue Flex: Blue Flex is the most generous of the basic fares. Passengers are allowed 2 checked bags included in the fare and you can earn 5 bonus points per dollar for booking online. Additionally, no fees are applied for cancellations or changes to the booking. Blue Flex also includes expedited security where applicable.

Mint Experience: JetBlue Mint is clearly the most glamorous ticket option, but it’s only available on select flights.

With JetBlue’s Mint Experience, customers are allowed 2 checked bags, but will not earn additional bonus points over the standard 3 per dollar for booking online. Also, as you’ll note above, it appears change/cancellation fees do still apply (waived through February 28, 2021).

That being said, passengers flying Mint get the added benefits of dedicated check-in counters, expedited security (where available), early boarding, lie-flat seats, artisanal dining, priority baggage, 15″ flat-screen TVs, amenity kits, and more.

JetBlue - Mint Map
Image Credit: Jetblue

Earning TrueBlue Points

There are plenty of ways to earn JetBlue TrueBlue points, but the quickest and most efficient way is through credit card sign-ups and spending. Here’s the good news: there are a couple of options to choose from. Plus, you then have the option of earning extra points through category bonuses!

Need even more points? Try shopping via JetBlue’s portal, dining out with JetBlue’s dining program, or utilizing JetBlue for other travels, car rentals, partner hotels, etc.

Since JetBlue doesn’t have any airline partners, remember that points you earn specifically for your TrueBlue account are only redeemable on JetBlue flights.

A Bit More About TrueBlue 

You can learn more about Mosiac Status, the JetPaws program, JetBlue’s innovative customer interaction techniques (including their loyalty badges), and more in our JetBlue TrueBlue review.

JetBlue Baggage & Other Fees/Add-Ons

JetBlue is a low-cost airline, so while some perks are included, you will find certain extra fees and charges here and there. As with any other low-cost airline, considering the add-ons in advance will keep you from undue disappointment once you reach the final purchase page for your fare.

Baggage Fees

While they do charge for bags if customers choose the basic fare, JetBlue’s baggage policy is pretty straightforward.

Fare1st Bag2nd Bag3rd+ Bags
Blue PlusFREE$35$100
Blue FlexFREEFREE$100

JetBlue Passengers should consider the following size/weight restrictions for luggage:

  • Personal Item: 17″ x 13″ x 8″; weight limit undisclosed
  • Carry On: 22″ x 14″ x 9″; weight limit undisclosed
  • Checked Bag: 62″ (max linear dimensions); 50lb

Overweight Bag: $100 per bag (51lb-99lb)

Oversized Bag: $100 per bag (63″-80″ total linear dimensions)

If a bag is overweight and oversized, note that both fees will apply.

JetBlue does have some special considerations relating to sporting equipment. Generally, certain pieces of equipment can count as one of your checked bags without being charged oversized fees.

Hot Tip: JetBlue has partnered with Bags VIP (a luggage delivery service) if you’re interested in relieving the stress of picking up your luggage at the carousel. 

Other Fees & Add-Ons

A number of the added fees can be seen in the fare chart above. In an effort to be thorough, we’ve also listed them below, in addition to some other add-on expenses not shown above.

“Even More” Space (seats): starting at $10

“Even More” Speed (expedited security): starting at $10 (select airports)

Cancellation Fee: Free (through February 28, 2021)

Same-Day Change Fee: $75 (waived for Mosaic members)

Unaccompanied Minor: $100

Pet Fee: $100

Hot Tip: Need to cancel? Check out this guide to canceling your JetBlue flight.

How to Avoid Paying Excess JetBlue Fees & Expenses

The JetBlue Plus Card comes with many perks, such as earning 6 points per dollar spent on JetBlue purchases. But if you’re looking to avoid paying excess fees, the card also gets you:

  • 50% savings on eligible inflight purchases like cocktails and food
  • First checked bag free for the primary cardmember on JetBlue-operated flights.

If you’re flying JetBlue regularly, these savings will really add up!

Your other option is to use the Barclaycard Arrival Plus® World Elite Mastercard®, since you can use your miles to cover any qualifying travel purchases of $100 or more, including baggage fees.

JetBlue Seat Specs & Inflight Amenities

As it turns out, the general feedback about flying JetBlue is pretty darned positive. So what will your inflight experience look like?

JetBlue Refurbished Cabin
Image Credit: Jetblue

Seat Specs

When it comes to comfort, JetBlue claims to have the widest seats and most legroom in coach (based on average seat width/pitch across the industry).

JetBlue operates a fleet of narrow-body jets with 2-3 different seating options. The number of seating options available and pitch/width measurements will be based on the aircraft/route you’re flying.

AircraftTotal SeatsEconomyEven More SpaceMint StandardMint Suite
Airbus A320150108
Pitch: 32″-33″
Width: 17.8″
Pitch: 38″-39″
Width: 17.8″
Airbus A321
Pitch: 33″
Width: 18″
Pitch: 37″-41″
Width: 18″
Pitch/Bed: 58″/80″
Width: 20.5″
Pitch/Bed: 60″/80″
Width: 22″
Airbus A321
Pitch: 32″
Width: 18″
Pitch: 37″-41″
Width: 18″
Embraer E-19010084
Pitch: 32″
Width: 18.25″
Pitch: 39″
Width: 18.25″

If you’re interested in finding the best seat on the plane, the good people at SeatGuru have some great insights!

JetBlue Economy Seats 

JetBlue has recently done a refresh of its A321 V2, and plans to begin A320 restyling soon. They anticipated an early 2017 start, but that plan has hit a couple of bumps along the way.

JetBlue A320 Cabin Restyling
Image Credit: Jetblue

As you can see in the photos below, there’s quite a big difference in terms of style. You’ll find the older A320 cabins look like the top photo, and A321 refresh looks like the bottom photo in both cases.

JetBlue Old and New Cabin Design
Basic economy in A320 vs. A321 refresh. Images Credit:

With the refresh came a slight reduction in pitch, but JetBlue claims with their new “ergonomic seats” it won’t feel like you’ve lost the inches. The new seats also come with 10.1″ touchscreen TVs.

JetBlue Old and New Cabin Designs
Basic economy in A320 vs. A321 refresh. Image Credit: and Jetblue

The refresh also brought AC power outlets to every economy seat on the A321 planes. The current A320 series and the E-190 series do not have AC power outlets.

JetBlue - Even More Space Seats
Even More Space seats. Image Credit: Jetblue

JetBlue Mint Seats

With the Mint Experience, JetBlue claims to give customers the only private suite among U.S. airlines and the “longest lie-flat seats on domestic premium flights,” at 6′ 8″. The cushions of the seat are also adjustable, and each seat has a 15″ touchscreen TV.

JetBlue Mint Series (1)
Mint seats. Image Credit: Jetblue
JetBlue Mint Experience, Mint Suite
The Mint Suite. Image Credit: Jetblue
JetBlue Mint Experience Lie Flat Seat
Passengers get fully lie-flat seats with Mint Experience. Image Credit: Jetblue

JetBlue Inflight Amenities


For a low-cost airline, JetBlue certainly does inflight cabin service right. Each economy ticket comes with the following included amenities:

  • Entire fleet equipped with FlyFi, JetBlue’s gate-to-gate Wi-Fi service*
  • Library of on-demand movies, TV shows, live Direct TV*, Sirius XM radio*
  • Free unlimited brand-name snacks and soft drinks

*Not available on flights outside the contiguous U.S.

Economy customers can also opt for additional paid snacks/beverages:

  • EatUp Boxes: A grouping of upgraded snacks for $5-$7
  • EatUp Cafe*: Slightly more substantial foods like small sandwiches, salads, etc. for $4-$12
  • Beer, wine, and spirits: $7-$9

*On select flights only

Mint Experience

Mint Experience customers have a variety of upgraded inflight amenities served by specially trained Mint Staff:

  • Entire fleet equipped with FlyFi, JetBlue’s gate-to-gate Wi-Fi service*
  • Library of on-demand movies, TV shows, 100+ Direct TV channels*, 100+ Sirius XM radio channels*
  • Plush comforter and pillow to accompany the fully lie-flat seats
  • Hand-crafted SR60e headphones from Grado Labs in Brooklyn
  • Amenity kits by Hayward & Hopper
  • Complimentary pre-departure drink (premium spirit)
  • Tapas style dining by NYC restaurant Saxon + Parole
  • Sweets and juices by Milk Bar, plus local artisanal ice creams
  • Brooklyn Roasting Company espresso beverages
  • Specially curated wines

*Not available on flights outside the contiguous U.S.

JetBlue - Mint Service
Specially trained staff members cater to Mint Experience passengers. Image Credit: Jetblue

Hot Tip: For in-depth information on JetBlue’s Boarding Groups & Process, see our article here

JetBlue Customer Satisfaction

JetBlue has a very positive history when it comes to customer satisfaction. In fact, JetBlue Airways has taken the top spot in the J.D. Power North America Airline Satisfaction StudySM for 12 consecutive years — an incredible feat!

Of course, you’ll still find complaints — customers can’t be happy all the time — but JetBlue certainly has fewer than most!

JetBlue J.D. Power Customer Satisfaction Award
Image Credit:

Consumer Rankings, Ratings, Etc.

ACSI Rating (American Consumer Satisfaction Index): 82% (Highest of 12 largest U.S. carriers for 12-month period ending March 2017)

AQR (Airline Quality Ranking): 4th of 12 largest U.S. carriers

Skytrax Ranking: 4 Star Airline

Skytrax Customer Rating: 6/10 (of 454 reviews)

Kayak Customer Rating: 8.1/10 avg (of 6,778 reviews; Kayak deems this rating “excellent”)

Trip Advisor Airline Review Rating: 4/5 avg (of 6,115 reviews)

Recent Awards

Here are just a few recent accolades JetBlue Airways has been awarded:

  • Top Low-Cost Airline in the J.D. Power North America Airline Satisfaction Study: 12 consecutive yrs (2004-2016)
  • J.D. Power 2017 North America Airline Satisfaction Study: 2nd Place, Low-Cost Airline Category
  • 2017 TripAdvisor Traveller’s Choice Top 10 Airlines In The World: #4
  • 2017 TripAdvisor Traveller’s Choice Best Mid-Size/Low-Cost Airline in North America
  • Forbes 2017 List of America’s Best Employers: #12 (on Top 20 list 3 consecutive yrs)
  • Forbes 2017 Best Company to Work For – Transportation & Logistics: #1
  • Human Rights Campaign Foundation: Named a Best Employer for LGBTQ Workplace Equality with a 100% scorecard (6 consecutive yrs)
  • 2016 Business Traveler Best Airline for North American Travel

Most Common Complaints

While JetBlue consistently leads the pack when it comes to customer satisfaction, there will always be complaints. So where do the majority stem from?

The DOT Air Travel Consumer Report from August 2017 ranked JetBlue 5th best (of the 12 major U.S. carriers) relating to consumer complaints from January-June 2017. While 5th best may not seem great, that’s still only 1.4 complaints per 100,000 enplanements. Comparatively, low-cost competitor Southwest Airlines came in best of 12 with just 0.5/100,000, while competitor Spirit came in worst of 12 with 6.74/100,000.

(These reported numbers may sound low, so we’ll explain a bit further. The DOT report states these statistics come from data compiled by the OAEP’s Aviation Consumer Protection Division. So, the above numbers are provided keeping in mind the majority of people aren’t filing official complaints but utilizing social media and the like to grumble…see consumer rankings/ratings above.)

The same DOT analysis ranks JetBlue 3rd best of 12 when it comes to mishandled baggage for Jan-June 2017, so they’re coming in quite favorably in that category as well. However, when looking at data related to passengers who were denied boarding for that same time period, JetBlue ranks 10th of 12 — not too great!

Let’s take a look at the complaints filed by category for this January-June 2017 time period:

  • Flight Problems (cancellation, delay, or misconnection): 95 / 45.5%
  • Customer Service: 26 / 12.4%
  • Baggage: 24 / 11.5%
  • Reservation, Ticketing, Boarding: 21 / 10.0%
  • Disability: 21 / 10.0%
  • Fares: 9 / 4.3%
  • Refunds: 7 / 3.3%
  • Oversales: 2 / 0.95%
  • “Other”: 2 / 0.95%
  • Discrimination: 1 / 0.5%
  • Advertising: 1 / 0.5%


As you can see from the data above, JetBlue’s biggest issue seems to be Flight Problems, making up over 45% of the complaints.

The DOT August 2017 Air Travel Consumer report ranks JetBlue 11/12 for OTP. Specifically, JetBlue flights arrived on time 72.2% of the time (calculated from reporting airports for the 12 months ending June 2017). The most chronically delayed routes appear to be JFK>SYR followed by BOS>JFK, JFK>CHS, and LGB>SFO (no longer flown as of October 2020).

In June alone, JetBlue flights were on time just 60.6% of the time (from 67 reporting airports). Of the 39.4% remaining flights, the largest delay issue was related to late arriving aircraft at 14.97%. Air-carrier delays (i.e., the cause of the cancellation or delay was due to circumstances within the airline’s control) made up 10.13%, and the National Aviation Systems delays made up 10.71%. The remaining percentages were due to extreme weather, security delays, diversions, and cancellations.

Concerning cancellations, JetBlue flights appear to have been canceled 2.5% of the time (of the same 67 airports reporting). This places the airline 11th of the 12 carriers, coming in just above Spirit.

Final Thoughts

JetBlue Cabin Crew Love
Image Credit: Jetblue.

All in all, it’s tough to beat JetBlue Airways when looking for an enjoyable low-cost airline experience.

JetBlue includes quite a few standard inflight economy perks and provides an impressive “business class” product with their Mint Experience. Additionally, they have a fairly decent frequent flyer program that’s built for optimal user interaction. Plus, JetBlue proves their worth with high consumer ratings, tons of positive reviews, and countless awards.

So it seems that what JetBlue lacks in on-time performance, they more than make up for in other areas. We’ll take it!

Frequently asked questions

What are the JetBlue Airlines baggage fees?

Fare1st Bag2nd Bag3rd+ Bags
Blue PlusFREE$35$100
Blue FlexFREEFREE$100

JetBlue Passengers should consider the following size/weight restrictions for luggage:

  • Personal Item: 17″ x 13″ x 8″; weight limit undisclosed
  • Carry On: 22″ x 14″ x 9″; weight limit undisclosed
  • Checked Bag: 62″ (max linear dimensions); 50lb

Overweight Bag: $100 per bag (51lb-99lb)

Oversized Bag: $100 per bag (63″-80″ total linear dimensions)

Dr. Erin Miller

About Dr. Erin Miller

Erin currently maintains her status as Alex's adventure-seeking partner-in-crime and contributes to Upgraded Points through in-depth content creation & relationship management.
She caught the travel bug just after high school when her grandmother took her on a two-week, whirlwind trip around Europe. That was that - she's been gallivanting around the globe ever since (26 countries & counting)!

Disclaimer: Any comments listed below are not from the bank advertiser, nor have they been reviewed or approved by them. No responsibility will be taken by the bank advertiser for these comments.


  1. Chatdao hinklay February 1, 2019

    I lost a receipt for paid luggage. How can i get this by email?
    I need to sent to my company.
    My flight is B6 478 Jax-JFK 29 Nov 18


    • Hello Chatdao. Please be advised that we are not JetBlue Airways. We are a blog specializing in miles and points related content. You will want to contact JetBlue directly to request a copy of your luggage receipt. 1 800-861-3372.


  2. Jose R Franco June 15, 2019

    I’ve been flying Jetblue for quite a while now and I LOVE this airline, but it wasn’t until my last trip to Puerto Rico that JetBlue showed me what a great company it is. I flew to Puerto Rico to help with my father-in-law, he passed while I was there so I needed to stay a few extra days. I called customer service and they changed my flight at no extra charge, I even received a credit. On my day of travel, I missed my flight (which was my fault) and they booked me on the next flight out, again at no extra cost. They also changed my wife, my sister-in-law and her daughters’ flight, again at no extra cost. We all appreciated this gesture very much at a time in need. I can only say good things about the flight crew, all very professional, attentive and courteous and attentive. Thank you to JetBlue and all of their staff.


    • Hi Jose,

      While we are not affiliated with the airline JetBlue, we are so happy to hear that you had such a positive experience with them! It sounds like they really came through for you in your time of need! Thank you for sharing this story with us and thanks for your readership!


  3. So my flight was delayed for 3 hours. When it finally boarded, all I asked the attendant DEVIN was what drinks would be comped. She started yelling at me telling me I was being ignorant and loud and using profanity.

    Completely untrue — I boarded that plane with my headphones on. Even the woman next to me was surprised and upset for me. So DEVIN called the cops when we landed. They did nothing because she’s a liar.

    Jet Blue, you need to fire this rude attendant asap. I would like an apology from her.

    July 1, 2019, flight #647


    • Hi Riley, please be advised we are not JetBlue. We are Upgraded Points, a website that has simply written a review here of JetBlue.

      While we’re sorry to hear about your unfortunate experience, as we are not JetBlue, we cannot respond to or address your complaint, nor do we have the ability to contact this employee. We suggest you report your concerns to JetBlue directly via their customer service line or their Twitter/Facebook accounts — airlines generally tend to respond a bit more reliably to those methods of contact.


  4. Martha Uribe October 20, 2020

    Excellent airline, flights leave on time. I recommend it and will always do my domestic flights with this airline. Thanks JetBlue.


Any thoughts or questions? Comment below!

Advertiser Disclosure

Many of the credit card offers that appear on this site are from credit card companies from which we receive financial compensation. This compensation may impact how and where products appear on this site (including, for example, the order in which they appear). However, the credit card information that we publish has been written by experts who know these products inside out, and what we recommend is what we would (or already) use ourselves. This site does not include all credit card companies or all available credit card offers that are on the market. Click here to see a list of advertisers that we work with.