The Secret Life of Jetblue Miles

Underneath JetBlue
s friendly fa
ade it turns out they
ve got ways to penalize you for the inconvenience of your customer loyalty, with knife twists only a shoestring carrier could muster. After the Jaunted travel blog made several passes through the
mile redemption phone system, as there’s no online version, getting told by the phone system that call volume was too high and they should visit the website, waiting on hold for over thirty minutes, and speaking with multiple reps over two days, they wrenched out quite a few hidden details. Among them:

In order to reserve your TrueBlue award you will need to do so by phone. First, you will need to tell a JetBlue representative exactly what your travel plans are. Next, you will be transferred to TrueBlue representative who will ask you the exact same questions. Finally, you will need to tell the TrueBlue rep your “awards number” in order unlock your award. Oh, and you can only get this number–wait for it–online.

Is JetBlue Starting to Suck? Part II [Jaunted]


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  1. The Unicorn says:

    I know they don’t fly everywhere, but Southwest has some seriously awesome customer service. They’re pretty much the only airline I fly, unless I’m going out of the country. Good points:

    * The only times I’ve ever had to pay when changing my flights have been when there was a price difference in tickets — and then I’ve only had to pay the difference (which is usually like $30). And changing flights is *never* a pain in the ass. You just call, tell them, & they re-email you the confirmation in about 3 minutes.

    * If you cancel a nonrefundable flight, you get to use the full purchase price toward a future ticket (which, to me, is tantamount to a refund).

    * I once missed my flight by about 15 minutes (due to my own ineptitude) & was put on another one, leaving less than an hour after the first, for FREE. And they were really nice about it.

    * You can track your frequent flier points online, & they rack up really quickly.

    Um, yeah, that’s enough of me kissing Southwest’s ass, but I probably have more brand loyalty to them than any other good/service I routinely use. Which is impressive. And they’re actually making money, which means that good service & profitability can actually coexist.

    Of course, they don’t have TVs.

  2. nweaver says:

    Southwest’s change policy as I mentioned is absolutely FANTASTIC. You can rebook online in about 20 seconds (I just did that today), and you can even rebook to LOWER prices to give you a credit.

    Not to mention that not only can you book the frequent flyer trip online, but the frequent flier ticket is FULL FARE: you can change etc without penalty, if there is a open seat you get it.

  3. Jen says:

    Yeah, I don’t get the “shoestring airline” thing. Maybe when they first started, but at this point, I don’t think I’ve paid less than $275-$350 for a flight, which is hardly budget.