Buggy & Often. Non-functional – JetBlue - Book & manage trips Review

App struggles with basic things like checking in. Encountered around 4 different error messages all that told me to contact support (which isn’t much help because the chat and texting are often offline and the phone wait is 90+ mins). Also, the app can’t tell me things like where my bag is, which is important to know if your flight is suddenly cancelled (which mine was). Will it be on the rebooked flight? ?‍♂️ The app and the interface the staff accesses seems to have no idea. I couldn’t even track flights (i.e. enter flight number to see status). That feature also resulted in an error message. I checked the website and it also couldn’t track flights or really function for check-in / modify flight. Only option was to stand in line at JFK, which is ALWAYS a joy. /s Flight cancellations, changes, and delays are very common, but this app seems to seize and act like it’s a rare and unexpected IT apocalypse. I work in IT and UX design and provide tech support on a regular basis. The underlying infrastructure is way overdo for an audit, code-review, user journey simulation, stress testing, and bug-fix sprints. Time to halt new features until you get basic things back on track! This buggy system must be costing JetBlue lots of money (over-worked customer service, stressed-out IT help desk, and baffled customers).
Review by GreySunshine on JetBlue - Book & manage trips.