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JetBlue hasn’t been around as long as some of its competitors but has grown to be one of the most popular U.S. airlines. Operating since 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:
We’ll outline basic company info, ticketing options, how to earn TrueBlue points, baggage fees and other extras, seat specs, inflight amenities, and consumer satisfaction information.
Read on to find out more about JetBlue Airways!
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: 285
Main Hub: John F. Kennedy International Airport (JFK)
Daily Departures: 1,000+
Destinations: 100+ (North, Central, and South America, including the Caribbean, and London)
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 its flights. You will, however, pay extra for checked bags, just like with other low-cost carriers.
JetBlue offers 5 fare options:
So How Do These 5 Fares Differ?
| Blue Basic | Blue | Blue Plus | Blue Extra | Mint | |
| Carry-on Bag | 0 (except on flights to/from London) | 1 | 1 | 1 | 1 |
| Personal Item Included | 1 | 1 | 1 | 1 | 1 |
| Checked Bag(s) Included | 0 | 0 (1 on flights to/from London) | 1 | 0 (1 on flights to/from London) | 2 |
| Changes/Cancellations | $100 (U.S., Caribbean, Mexico, Central America) $200 (other routes) | No fee | No fee | No fee | No fee |
| Same-day Switches (Waived for Mosaic Members) | $75 fee | $75 fee | $75 fee | Included | $75 fee |
| Same-day Standby | $75 fee | $75 fee | $75 fee | Included | $75 fee |
| Advance Seat Selection | Additional fee >24 hours in advance $4 to $25 each way | Included | Included | Included | Included |
| Boarding | Final | General | General | Early | Early |
| Even More Speed | Additional fee | Additional fee | Additional fee | Included | Included |
| Base TrueBlue Points per $1 | 1 | 3 | 3 | 3 | 3 |
| TrueBlue Online Booking Bonus per $1 | 1 | 3 | 3 | 3 | 3 |
Blue Basic: With Blue Basic, you get a personal item but no checked bag or carry-on. Additionally, 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 and you are eligible to earn 1 TrueBlue point per dollar.
Blue: If you’re traveling light, Blue is a standard fare that provides a carry-on and a personal item. The benefit over Blue Basic is that passengers don’t pay change or cancellation fees and the fare includes seat selection. With Blue and all fares above, passengers earn 3 TrueBlue points per dollar.
Blue Plus: Blue Plus passengers receive 1 checked bag with their ticket. All other benefits are the same as Blue.
Blue Extra: Blue Extra is suitable for passengers traveling light with a carry-on and personal item included. Additional benefits include same-day switches and standby, early boarding, and Even More Speed.
Mint Experience: JetBlue Mint is clearly the most glamorous ticket option, but it’s only available on selected 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 spent booking online.
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, 17-inch flat-screen TVs, amenity kits, and more.
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 travel, car rentals, partner hotels, etc.
You can also earn TrueBlue points flying with partner airlines, including Hawaiian Airlines, Icelandair, Singapore Airlines, and South African Airlines, however, the only airline you can redeem TrueBlue points with (apart from JetBlue) is Hawaiian Airlines.
Hot Tip: You can learn more about earning Mosaic status, the JetPaws program, and more in our JetBlue TrueBlue review.
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.
While the airline does charge for bags if customers choose Blue Basic or Blue Extra, JetBlue’s baggage policy is pretty straightforward.
| Fare | First Bag | Second Bag | 3+ Bags |
| Blue Basic | $35 | $45 | $150 |
| Blue | $35 | $45 | $150 |
| Blue Plus | FREE | $45 | $150 |
| Blue Extra | $35 | $45 | $150 |
| Mint | FREE (up to 70 pounds) | FREE (up to 70 pounds) | $150 |
JetBlue passengers should consider the following size/weight restrictions for luggage:
Hot Tip: Passengers traveling Blue, Blue Plus, Blue Extra, and Mint or who purchase Even More Space will be guaranteed their carry-on bags in the cabin (on domestic flights). In the unlikely event that the bag must be checked at the gate, passengers will receive a $25 credit towards a future flight within 12 months.
Overweight Bag: $150 per bag (51 to 99 pounds)
Oversized Bag: $150 per bag (63 to 80 inches 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.
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.
Hot Tip: Need to cancel? Check out this guide to canceling your JetBlue flight.
The JetBlue Plus Card comes with many perks, such as earning 6x points per dollar spent on JetBlue purchases. But if you’re looking to avoid paying excess fees, the card also gets you:
If you’re flying JetBlue regularly, these savings will really add up!
As it turns out, the general feedback about flying JetBlue is pretty darned positive. So what will your inflight experience look like?
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).
| Aircraft | Total Seats | Economy | Even More Space | Mint Standard | Mint Suite |
| Airbus A320 | 150 | 108 Pitch: 34″ Width: 17.8″ | 42 Pitch: 38″ to 39″ Width: 17.8″ | n/a | n/a |
| Airbus A320 V2 | 162 | 120 Pitch: 32″ Width: 18.4″ | 42 Pitch: 35″ to 38″ Width: 18.4″ | n/a | n/a |
| Airbus A321 (Mint) | 159 | 102 Pitch: 33″ Width: 18″ | 41 Pitch: 37″ to 41″ Width: 18″ | 12 Pitch/Bed: 58″/80″ Width: 20.5″ | 4 Pitch/Bed: 60″/80″ Width: 22″ |
| Airbus A321 (non-Mint) | 200 | 158 Pitch: 32″ Width: 18″ | 42 Pitch: 37″ to 41″ Width: 18″ | n/a | n/a |
| Airbus A321neo | 200 | 158 Pitch: 32″ Width: 18″ | 42 Pitch: 35″ to 38″ Width: 18″ | n/a | n/a |
| Embraer E-190 | 100 | 84 Pitch: 32″ Width: 18.25″ | 16 Pitch: 39″ Width: 18.25″ | n/a | n/a |
If you’re interested in finding the best seat on the plane, SeatGuru has some great insights!
JetBlue Economy Seats
JetBlue has refreshed some of its A321 aircraft with its new Mint Suites, Mint Studios, and restyled seating in economy.
The airline is also in the middle of restyling its fleet of A320s but this has been held up by the COVID-19 pandemic. With the refresh comes a slight reduction in pitch, but JetBlue claims with its new ergonomic seats that it won’t feel like you’ve lost the inches. The new seats also come with 10.1-inch touchscreen TVs.
The refresh also brings power outlets (standard plug and USB) to every economy seat, whereas the current A320 series and the E-190 series do not have power outlets.
JetBlue Mint Seats
With the new Mint Studio, JetBlue claims to have the largest bed and TV on a U.S. airline with an extra seat to work and entertain. The Mint Suites all have lie-flat beds, direct aisle access, and a sliding privacy door.
Want to learn more about what it’s like to fly in JetBlue’s Mint seats? Check out these reviews of Mint on an A321LR from LHR to JFK and Mint Studio on an A321LR from CDG to JFK.
Economy
For a low-cost airline, JetBlue certainly does inflight cabin service right. Each economy ticket comes with the following included amenities:
Economy customers can also opt for additional paid snacks/beverages:
Mint Experience
Mint Experience customers have a variety of upgraded inflight amenities served by specially trained Mint Staff:
Hot Tip: Here’s more in-depth information on JetBlue’s boarding groups and process.
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 Study 13 times — 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!
AQR (Airline Quality Ranking): 6 of 12 largest U.S. carriers
Skytrax Ranking: 4-Star Airline
Skytrax Customer Rating: 4/10 (of 1384 reviews)
Kayak Customer Rating: 6.5/10 (of 623 reviews; Kayak deems this rating “Good”)
Tripadvisor Airline Review Rating: 4/5 (of 19,304 reviews)
Here are just a few accolades JetBlue Airways has been awarded:
While JetBlue consistently leads the pack when it comes to customer satisfaction, there will always be complaints. So where does the majority stem from?
The DOT Air Travel Consumer Report ranked JetBlue seventh best (of 10 major U.S. carriers) relating to consumer complaints in August 2022. While seventh best may not seem great, that’s only 9.73 complaints per 100,000 enplanements. This was a touch higher than the complaints received in August 2021, where JetBlue received 9.19 complaints per 100,000 enplanements.
(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 sixth out of 10 when it comes to mishandled baggage in August 2022 with 0.59 mishandled bags per 100 enplanements. Although JetBlue sits at the middle of the pack, this is just slightly down from 0.60 mishandled bags per 100 enplanements in August 2021.
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 its Mint Experience. Additionally, it has a fairly decent frequent flyer program that’s built for optimal user interaction. Plus, JetBlue proves its worth with high consumer ratings, tons of positive reviews, and countless awards.
The information regarding The JetBlue Card was independently collected by Upgraded Points and not provided nor reviewed by the issuer.
Seat selection costs $5 to $25 each way for passengers traveling on a Blue Basic ticket that would like to select their seats more than 24 hours before the flight.
JetBlue is owned by JetBlue Airways Corporation, not by Delta, and began operations in 2000.
If you choose not to select a seat online, you will be automatically assigned a seat when checking in.
JetBlue is a low-cost airline that is highly rated across many review sites such as Tripadvisor (rated excellent) and Kayak (also rated good).
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An experienced points hacker, Erin is Alex’s partner-in-crime and contributes to Upgraded Points with in-depth guides and relationship management. Erin’s work has been cited in multiple major publications.
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