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JetBlue

To Whom It May Concern,
Two weeks ago I flew from Oakland California to Rochester New York and back for my first time on your airline. I have to say I was greatly looking forward to utilizing your service due to many of the great things I’ve heard from friends and family. The confirmation number for this trip was snip and I booked it online in early December. I really appreciated the seat selection tool you provide, I found it to be the easiest to use and most useful of any airline I have flown in the past.

Unfortunately, my JetBlue experience was not as good as I hoped it to be. While I understand that airlines often keep their planes warmer on night flights, so that passengers will be more comfortable sleeping, all of the legs of my trip seemed quite warm in just a t-shirt. The first leg from OAK to JFK was however the warmest and quite uncomfortable. Compounding this issue, the televisions in the row I was sitting in did not work correctly. The three screens seemed to suffer from some form of poor reception, making some channels completely illegible, and others with the picture shifted vertically so much and colors so incorrect that I was unable to relax on the flight due to a combination of the heat and nothing to distract my mind as I tried to fall asleep. I also specifically did not bring my iPod as I was expecting the TV and XM radio to be more than enough entertainment.

On both legs from JFK to ROC and ROC to JFK, I was seated in an exit row. While this was quite comfortable, the seats did not recline during the flight. I understand for safety reasons the seats are locked for takeoff and landing, though it seems they were never unlocked while in the air. While the extra legroom did not make this uncomfortable, it definitely was not the experience I was hoping for.

In Rochester, due to delays, the gate agents allowed us to board by both the front and rear cabin doors. While this makes a lot of sense, and I wish more airports would be suited for this to expedite the boarding procedure, this was not executed very effectively. The gate agents started boarding the rear of the plane at row thirteen, working back five rows at a time. The agents then however started boarding the plane at the same time starting with row one. It seems that it would have made more sense to start in the middle of the plane, from both entrances, and work toward the outside.

While these issues certainly aren’t going to stop me from flying JetBlue in the future, they really made me disappointed due to how much praise I’ve heard about your service. I hope that you can use this feedback to improve the JetBlue experience.

Regards,
David Recordon

Comments

( 24 comments — Leave a comment )
desh
Jan. 31st, 2006 03:20 am (UTC)
You should totally start a "David vs. Every Big Corporation" blog.
burr86
Jan. 31st, 2006 03:25 am (UTC)
Hahahaha, I totally thought the same thing. :P
rahaeli
Jan. 31st, 2006 03:33 am (UTC)
No, no, no. David vs. Goliath. Duh.
desh
Jan. 31st, 2006 03:41 am (UTC)
....how'd I miss that?
sandy
Jan. 31st, 2006 03:30 am (UTC)
What is hot to you may not be to someone else. I would have thought that it was too cold.

Also seats in exit rows never recline. They are "locked" all the time, as if an accident happened, who is going to think to put up and lock the seats.

daveman692
Jan. 31st, 2006 03:34 am (UTC)
I agree about the temperature, just seemed even warmer than what I'm used to on a plane.

SeatGuru, Artur told us about it, says the are locked during takeoff and landing but that there is a lever to unlock them during flight. Dunno though
neloangelio637
Jan. 31st, 2006 03:49 am (UTC)
Maybe you are just too hot for your own good. I am amazed how much you complain to companies. Go David!
sandy
Jan. 31st, 2006 05:04 am (UTC)
I wonder if there is a way to do that on international flights, as I have never seen it on domestic flights. We always work to get the exit seats now that Cole is old enough to open the door. Of course it really does not matter for me, since I am so short that I fit in the regular ones just fine.
daveman692
Jan. 31st, 2006 05:06 am (UTC)
Yeah, it really didn't matter the seat didn't recline; there was plenty of space. Just figured was worth mentioning since I was told it was supposed to recline.
sandy
Jan. 31st, 2006 05:12 am (UTC)
You are too young to start complaining about everything. You will end up growing up to be like me, expecting everything to go my way. I have yet to receive the royal treatment that I feel I am entitled to. : )

rahaeli
Jan. 31st, 2006 03:35 am (UTC)
I've actually noticed this trend a lot lately -- every airplane I've been on in the past year has been painfully hot, to the point where on my next-to-last SFO-BWI trip, the airplane was over 95 degrees in-flight.
crucially
Jan. 31st, 2006 05:23 am (UTC)
It is to make people sleep.
rahaeli
Jan. 31st, 2006 07:39 am (UTC)
s/sleep/faint and therefore not bother them :)
jtrevino
Jan. 31st, 2006 08:33 am (UTC)
Turn off the air!
But turning up the heat is expensive. The easier/cheaper way is to simply let the air pressure drop (e.g. open the windows). Above 10K, where the air is thin, folks tend to go to sleep (AKA unconscious). I learned this from my flight instructor. She said she once had an especially annoying group of passengers, so she took them up higher to put them to sleep. Of course she was on oxygen herself - apparently it's not a good idea to fly when you're asleep.
crucially
Jan. 31st, 2006 05:22 am (UTC)
But, when it is hot enough that I am sweating naked, there is nothing else I can do, if someone is too cold they can use a blanket.

Exit rows do recline, except on cheap ass LCCs. I refuse to sit on non reclining seats.
daveman692
Jan. 31st, 2006 05:31 am (UTC)
For Others Like Me Not Hip on Airline Lingo
LCCs = lower cost carries
lisa
Jan. 31st, 2006 06:35 am (UTC)
why are you naked on a plane?
daveman692
Jan. 31st, 2006 06:36 am (UTC)
I had to fly naked too, damn new TSA rules!
desh
Jan. 31st, 2006 02:26 pm (UTC)
On planes where the exit row seats don't recline, the trick is to sit immediately behind them. You can recline, but no one can recline into your lap.
folk
Jan. 31st, 2006 11:41 pm (UTC)
seats in exit rows never recline

Is this a new US thing? I'm 6'2" and so exit rows = yay, but I've never encountered one that I couldn't recline ever since my parents first flew me from NY to London when I was 8 weeks old (admittedly, I can't vouch for the time when I was not yet talking).

I assume the point of them not reclining is so they don't fold forwards over the exit row when people are climbing over the seats to get out in a crash -- couldn't they just make them not fold forward? Or would that be too smart?
infodrenched
Feb. 1st, 2006 02:50 am (UTC)
as a 6'8" individual, I am very intimately aware of how uncomfortable airline seats can be. I always try for the exit row, or the front row of a compartment, and always aim for the aisle. I rarely recline my seat more than 1 click unless I know there's not one sitting behind me, knowing how much discomfort it causes me when the person in front of me reclines their seat all the way, (and they even have the nerve to look back at me wincing as they force my knees into the position they will remain for the remainder of the flight.) I wish I could pay a small fee or have reserved seats near the back for people who demonstrate need for extra legroom

/rant.
lisa
Jan. 31st, 2006 06:37 am (UTC)
dude
(Anonymous)
Jan. 31st, 2006 10:24 pm (UTC)
I work for Jetblue
Just so you know. I work for Jetblue. If the cabin temp is to warm, all you have to do is speak up. As a flight attendant I am asked all the time to adjust the temp. Typically we try to keep it on the cooler side to prevent air sickness. As for the reclining seats. How long was your flight from JFK to Rochester? Probably about 40 minutes. At Jetblue we have a mechanisim that releases the seats so they recline. What could have happend is that the flight attendants were so busy trying to give 156 people blue chips and drinks that it would be easy to forget about letting the exit row recline for the 40 minutes flight. You probably would have been more upset if you didn't have your precious drink.
groundup
Feb. 1st, 2006 02:33 am (UTC)
Re: I work for Jetblue
HAHAHAH.. I would be so pissed if I didn't get my drink. I love Jetblue though. Not only did I get a full-sized soda, but I also got a choice of full-sized snacks and I got extras when I wanted. Very nice. The A/V stuff including the free headphones was icing on the cake. Although, when I flew I was freezing.

David, my Mom does the same thing and she usually gets free stuff for giving any kind of feedback. Keep up the work and maybe it will payoff.
( 24 comments — Leave a comment )