January 29, 2010

All you need you know (and then some) about this weekend’s cutover

Today we will cutover to Sabre as our reservations and airport functionality. Sabre is a much more robust system that will allow us to grow revenue in alternate channels, including codesharing and other airline partnerships. We expect longer lines and hold times for Customers as we gain expertise with the new system, but we have taken a number of actions to help mitigate the impact on Customers and Crewmembers, including, but not limited to:

1. We have proactively pulled down 56 flights and capped the remaining flights at 40% load factors in the morning on Jan. 30 up to 60% load factors on Jan. 31. If a Customer misses his/her flight due to long check-in times, we are well positioned to get them on the next flight.

2. We are deploying our leadership to nearly every airport location and our main Customer support center in Salt Lake City to assist Crewmembers with the transition. Leaders will help with lobby line management and will provide information to Customers.

3. We have run multiple simulations and more than 10,000 tests; when the new system is loaded and before it goes live it will undergo thorough testing by Sabre and our own technicians.

4. Furthermore, we have advised all our traveling Customers of the situation as well as all our TrueBlue members, regardless of whether they’re traveling or not.

We have been preparing for this situation for a better part of the past two years and have considered almost every possible scenario to ensure that customer impact is minimized. We expect to run into some issues over the weekend but have done everything possible to mitigate any impact.


Travel Advisory: All of our reservations and booking services will be unavailable from 12 p.m. EST on Friday, January 29 to Saturday afternoon, January 30.

If you need to book a flight or make changes to your itinerary, please do so before or after this period.

This is how you will be affected during this time:


• You will be unable to book flights or make changes to reservations. If your matter is urgent and you need to book a flight or make changes to flights during these days, you can do so at the airport.
• Online check-in will be unavailable.
• Flight status will be unavailable.
• TrueBlue transactions and account information will be unavailable.


• Reservation agents will be unable to book flights or make changes to reservations. If your matter is urgent and you need to book a flight or make changes during these dates, you can do so at the airport.
• Note that reservation agents will be on hand to answer your questions.


• Check-in and bag-drop lines will be longer during and immediately after the transition.
• We recommend that you arrive at the airport:
A. Two hours before your scheduled departure for domestic flights
B. Three hours before your schedule departure for international flights

Thank you for your understanding and patience as we make this important change to our business systems.

Click here for frequently asked questions

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4 Comments on “All you need you know (and then some) about this weekend’s cutover”

  • Posted by uberVU - social comments on January 30, 2010 at 2:32 pm

    Social comments and analytics for this post…

    This post was mentioned on Twitter by JetBlue: B6 Blog | All you need to know (and then some) about this weekend’s cutover: http://bit.ly/9J9dlG

  • Posted by patrickt on February 26, 2010 at 9:44 pm

    Need some help please. I’m a very frequent business flyer and my family also uses Jetblue almost exclusively when we travel.

    I had several true blue passes which needed to be used by 2/24. Perhaps a byproduct of the conversion, but I could not book our summer travel online and it prompts me to call the 800#. Over the last 2-3 weeks I’ve placed 3 calls and remained on hold over 40 minutes on each call.

    Could not remain on hold any longer on the calls so finally sent a customer service email to you on 2/22. My confirmation reply said I’d be contacted in 10-14 days. This is pretty extreme on a response time for a loyal, frequent flyer.

    Would really appreciate some help as I also purchased additional points to utilize with the other true passes I had earned.

    Thanks in advance

  • Posted by PhillDoc on March 17, 2010 at 5:08 pm

    Great article as for me. It would be great to read a bit more concerning this theme. Thank you for posting this data.

  • Posted by Book now or after Feb 12 - FlyerTalk Forums on February 7, 2012 at 7:15 pm

    [...] offer? Well, you may want to read what WestJet did when they changed their system to Sabre… http://blog.jetblue.com/index.php/20…ekends-cutover They warned their customers about it, they shut down their service down for a couple of days, they [...]

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