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Dear JetBlue: Your service is great, but your UX sux.

This post was written by Josh November 11, 2010 Share

I booked a flight with JetBlue a couple days ago, and last night I wanted to check in online. I clicked on the link from my confirmation email and began the process of online check in. It ended up taking me much longer than anticipated, raised my blood pressure and forced me to end up calling their customer service line where I was told I was wrong and they were right and to have nice day.

Bad UI = :(

The problem is with their UI. The online check in UI has a (IMO) fairly glaring UX problem, which is hard to believe was overlooked until now. My dilemma is documented with the following comic (if you could even call it that).

Why listen to my rant?

So, if you’re reading this and you work for JetBlue, you’re welcome for the free consultation. It always baffles me how a large company with great customer service and marketing can miss things like this. Aside from just providing a good experience to the end user, fixing problems like this can also:

  1. Lower costs by reducing customer service calls
  2. Make users HAPPY that they are using online check in (which is also more cost effective)
  3. Keep people from feeling like they are taking crazy pills when they have to call the 800 number and speak with a rep that doesn’t even take the time to see if they know what they are talking about.

Ok then, that’s my rant. I actually had a great flight on JetBlue, and would strongly recommend them despite my frustrations. I’ll post an update if I get any response, but I’m not necessarily expecting it. Thanks for reading!

UPDATE: JetBlue did end up responding to our tweet with “Thanks for the note, Jason. There are limitations on our check-in flow and we’re trying our best to work around them & fix it.” and “excellent skills of an artist. Can you draw a dragon? #sbemail58 ^MJ”. Now lets just hope that they fix it!

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