The JetBlue Experience

JetBlue has always identified itself as a customer service company first, focused on providing customers a unique experience on every flight and with every interaction with JetBlue.  This mission is clearly stated in our goal to “Bring humanity back to air travel.”  We deliver the JetBlue Experience to our customers through innovative products, meaningful services and friendly crewmembers. 

Customers have come to expect our comfortable and friendly onboard experience, with roomy, all-leather seats, 36 channels of free DIRECTV®, free (and generous) snacks, as well as our simple and sensible policies, including low fares, pre-assigned seats, ticketless travel, and transferable credits for travel not taken.  During our fifth year of operations, we took a number of actions to enhance the JetBlue Experience to further differentiate our company from the competition.

JetBlue was the launch customer for the EMBRAER 190 aircraft, and our customers love the spacious cabin featuring 100 seats.  On every E190 aircraft, customers enjoy more than 100 channels of XM Satellite Radio, a service we will introduce to our Airbus A320 fleet in 2006.  When installation is complete, JetBlue will offer the most live entertainment options of any airline.  Our customers love the choice and value this offers.
We also expanded our onboard service, introducing a new wine program by our “Low Fare Sommelier” Joshua Wesson of Best Cellars.  Customers can take comfort in the fact that the pours selected for our program are thoughtfully chosen to pair nicely with our name-brand snacks. 

To better serve our customers who travel JetBlue for a much-needed vacation, we introduced JetBlue Getaways, one-stop value-priced vacation website, designed to meet customers' demand for self-directed, packaged travel planning. Packages include air travel on JetBlue, a selection of JetBlue-recommended hotels and resorts, and car rental. 
To make our customers’ airport experience speedier, we introduced online bag check.  Customers may now check in for their flight up to 24 hours in advance, with up to two checked bags, from the convenience of home or office.  At the airport, customers present their boarding passes and bag tags are automatically printed. 

We brought the JetBlue Experience to new destinations in 2005, as well:  We launched service in Burbank, CA; Ponce, PR; Portland, OR; and Newark, NJ, and greatly expanded flight options for our customers throughout our network with new service between already-established cities, including up to 10 daily flights between New York/JFK and our focus city of Boston.

In 2005, JetBlue became the only low-fare airline to serve all three New York airports: our home at John F. Kennedy International Airport, LaGuardia Airport and Newark Liberty International Airport.  We became the airline with the most flights between New York and Florida, and between New York and the West Coast.

TrueBlue, our Flight Gratitude program, grew to 3.5 million members, and we were pleased to offer new ways to earn TrueBlue points for JetBlue travel. We launched a co-branded credit card with American Express, and continued to participate in the American Express Membership Rewards program.

We were honored with 12 best-of awards in 2005, including our fourth consecutive Conde Nast Travelers “Readers Choice” award, and our fourth Best in Class in the same magazine’s Business Travel Awards. As JetBlue continues to grow, we know our commitment to friendly, helpful service, combined with amenities customers want, will continue to keep JetBlue #1 in the eyes of our customers.