April 5, 2010

An update on our new reservations system

A couple of months have passed since we switched to our new reservations system and- in efforts to be as transparent as possible with you- we wanted to reach out to tell you where we are with things.

Switching reservations systems isn’t like changing a light bulb, and it’s not as simple as a flipped switch. The process is so intricate and complicated, in fact, that some airlines never recover from the transition if they don’t plan properly. Others take many months or even years to convert systems entirely before they can begin to truly benefit from features the new system offers.

We are proud to say that our extensive planning and forward thinking is paying off, and our transition efforts have gone more smoothly than could have been expected. We are already seeing new opportunities open up because of the new functionality- our recent interline agreement with American, for instance, which will allow our Customers to travel more seamlessly to more destinations around the globe is just one example. Looking to the future could very well see us playing nice with even more airlines.

It stands to be said, though, that in a way, our transition to Sabre is still underway as our Crewmembers ramp up their expertise more and more each day ; that this is a months-long process. This is an expected part of our plan- and has been moving along more swiftly than anticipated- but We do know that it has been frustrating for some of you who have been faced with long hold times on the phone in order to make making changes to existing reservations or book using TrueBlue points or certificates. We also recognize the frustrations of having to now call in for some of the things you used to be able to do online – like viewing available seats when using “old” TrueBlue awards.

We continue to work to keep our average hold times down, and are actually quite successful. The longer hold times our Customers see generally come if we need to cancel flights due to the unprecedented weather we’ve seen in the Northeast or to support the construction at JFK. When this happens affected Customers will call in for their choice of a rebooking or refund and hold times go up. Why don’t we just hire a ton more Customer Support people, to offset the wait times on the phones? While a good idea in theory, in reality it would take months to train new Crewmembers, and most of the time they would be sitting around, twiddling their thumbs. Guess what? We’d still have to pay them, thumb twiddling and all, and that means higher costs for us, which would then get passed along to you- the Customer- in the way of higher ticket prices. And NOBODY wants that! The correct solution? Automated services and online rebooking. Those tools are being worked on diligently behind the scenes and we’ll make them available as soon as possible. As previously mentioned though, there are lots of moving parts, and we want to make sure we deliver a product that helps, not hinders.

We do apologize for any inconvenience and we appreciate your continued patience as we work as diligently and as swiftly as possible to bring our new system to its peak performance.

Posted by in Community, Crewmembers, Customers | Permalink | 15 Comments | Share on Facebook | Share on Twitter

15 Comments on “An update on our new reservations system”

  • Posted by david on April 11, 2010 at 5:22 pm

    yes it is impossible to plan for weather wait times; but you should have known you’d be disenfranchising your old jet blue rewards members by moving that system off line. you left them to twist in the wind waiting for over an hour on hold to use miles they had earned. tsk.tsk. bad business. SOOOOOOOOOOO UN- jetblue. but I guess this is the NEW Jet BLue. unacceptable.

  • Posted by Debra-Lee Normand on April 13, 2010 at 3:39 pm

    I cant get through to anyone at the group bookings desk. I have a group of 10 to book. I put in a request online over a week ago with the only response a canned yeah we got it message
    I’ve been trying to reach someone on the phone there for two days now (after waiting a week for the online process). The first day of the second week I spent 2 hours holding then connected and the rep disconnected without comment. Then I called the regular bookings desk and waited 30 minutes to plead with someone there to help me. I was told to just book two groups of 5 online. or book 9 with her then call back and book the other… I waited on hold for four additonal hours on the group bookings desk only to be uncerimoniously hung up on at the closing time of 7:30PM. This morning I am back on hold for the group desk. After waiting over an hour a rep came on and hung up again without comment. I am on my second call today.
    doesnt this seem outrageous? This is my first experience with Jet blue booking. I’ve flown and the flights were awesome… now if I could just get ON a flight!!!! SOMEBOSY HELP!

  • Posted by D-L on April 13, 2010 at 3:45 pm

    “We are proud to say that our extensive planning and forward thinking is paying off, and our transition efforts have gone more smoothly than could have been expected.”


    I’ve been on hold hours and hours over two days just to talk to someone at group bookings for a request I put in over a week ago…

    How much worse could it have been? OH for YOU, better than expected for YOU! I get it.. customers hit the road.

  • Posted by S Slayton on April 20, 2010 at 2:56 pm

    Since you put in this new system I can not get access to your flights. I get an oops error message. Everything worked fine before. I am so frustrated. I pull up your web page entered days and dates and that is as far as I can go.

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  • Posted by Adam Heimlich on April 27, 2010 at 11:23 am

    65 minutes on hold to find out the flight I want can’t be bought with “old” points. The whole time I was on hold, the recording was telling me the wait time was less than 45 minutes, and that I can book my reward flight online. The JetBlue experience is worse than the Delta experience!

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