In just over a year this app went from best of breed to inbred. I would give 0 stars if I could. The app fails when trying to purchase flights with my credit card so I have to call to book flights every week. Its good that I’m Mosaic so at least I don’t have to wait as long to get help - but still suspect I’m getting penalized on points because I called the line instead of booking it myself online with the app that doesn't work. (If you want to reduce the the points awarded please adjust the program - don’t break the application.) Also - know that this often happens while traveling on a JetBlue flight - so it is impossible to call - extremely frustrating. This app also frequently asks me to re-input information saved as TrueBlue options - this is extremely stupid and frustrating since I am usually on the road and it’s also EXTREMELY inconvenient that I have to lookup and RE-INPUT data already saved in JetBlue’s databases. The JetBlue app used to have fun “mini-awards” called “badges” that would award you with points - and this is now gone - guess it was too much fun/worked too well? The app now inconsistently shows my upcoming flights (even though I have confirmation they are booked) Last (but not least and believe me I could go on with all the ways this app is broken) it’s extremely difficult to request receipts for expense reports (this should be as easy as a click on the flight history (when they show up there.) I guess I’m spoiled with the rest of JetBlues service because I have come to expect much more.

In all my years of travel I’ve never experienced such awful service, and the JetBlue app is even worse. After two plus years of personal use it’s still not fixed. Let me start by saying that during booking via the app I was double booked at over $900 a pop and billed via my bank card, it took four days to resolve. A JetBlue’s crew member’s response, “you should have called (before I was even aware as in front running the app’s glitch) to verify you were not double booked/charged.” It gets worse. On the return trip I was never able to check in via the app, it kept saying “oops!, Try again later, or please see a crew member. “ The kiosk terminal at SDQ International fared no better. Finally, at the check in counter, the JetBlue crew member that generated my boarding pass started to highlight it in yellow at the bottom right corner where there were four large SSSS printed. From this moment onwards I was more a suspect than passenger— security checked and sign and counter-signs at boarding. All this occurred with direct participation of JetBlue employees: I have the hard copy boarding pass generated at their airport counter. But most shocking was JetBlue’s costumer service response after the matter was escalated to highest level some where out in Salt Lake City: “I have no idea what those large S/s are,” And JetBlue’s employees role in this (this person laughed at my despair. I was having a hard time getting my words out ). Remember, it was your employee that started this whole affair— it’s JetBlue‘s job to know what their employees do throughout their workday. JetBlue, what happened to me it’s not OK. Fix the JetBlue app, I’m sure your flying public would appreciate it.

I’m not sure if this is the right place to share this feedback but I’m very disappointed by how JetBlue handled my schedule change. I received an email saying that my schedule changed and I needed to log in to confirm the change or change my flight. After multiple times of trying to change my flight through the link, I received an error message that said I needed to call customer service in order to change my flight. So I did. After spending over 45 minutes waiting to speak to an agent, I was told that I am not able to change my flight because it is a points and cash booking. The only option is to cancel the flight and rebook. So I said fine, cancel my flight. I was then told that in order to conceal over the phone I would have to pay a $25 fee. Absurd. I was told to call to update my flight and then after wasting my time on the phone, I was told to cancel it myself or pay $25. This could have all been avoided if JetBlue had instead told me my only option was to cancel and rebook when I was attempting to change my flight in the app, or if the email I received was tailored to points and cash bookings to make it clear that if I did not like the flight I would need to cancel. This was a horrible experience and it always reminds why delta is the better airline. The app and the customer service are clearer and there are never fees for over the phone transactions. If you want to stop people from calling, make your in app messaging clearer!

I just want to start of by saying this is my first time writing a bad review for any company ever. But today I had the most horrible experience with JetBlue. I purchased a round trip for my family but I have a toddler that it’s turning 2 yrs while on this trip. Meaning when we leave our country my child it’s still 1 yrs now and to be able to add her to our reservation we have to call and the airlines add the child our reservation we have done this in the past many times. Today I do the same I always do and the representative that took my cases stated they were unable to add my child. My child turns two while on this trip so I wanted to add her as a lap child for my OUTBOUND flight and purchase a ticket for the return at regular price since she will be two upon return. To my surprise I was informed this could not be done and I quote “Although it makes sense they were unable to help me” and advise to contact Expedia since I had booked thru them. That the only way the could I add my child was if I had two one way trip and then they would add her to the outbound flight as lap child. I asked for the to do so since I was going to pay for her return ticket. But they were not going to honor the price I had paid 4 days ago plus additional fee. I am very disappointed in JetBlue that this was their approach towards my “ unique situation”. 0/10 recommend to book their flights if you are traveling for your kid’s birthday specially if they are turning 2 while on the trip.