JetBlue's Superstar London Flight Attendants

This has to be one of your best writing in a long time, Lucky. Thanks for the insight and look forward to the review.

No matter how hard all the “I’m just here for your safety” Karens try to defend themselves, there’s a reason why people prefer not to fly with the US3. Service and manners matter.

Yes, much better than posting years’ old posts about coffee with no disclaimer… even a “hey, here’s a post I really like from pre-pandemic”. When Lucky recycles it really cheapens the blog. If reusing, just say so. Add something new (like in a different color, etc.).

Thanks Ben - this was a very thoughfully written article. These are the kinds of posts (beside your trip reports) that bring me to your website daily.

I recently flew IAD-MUC on United Polaris. It was on a 787-8. The flight attendant assigned to my aisle was a mid to late fifties man. He literally did not say a word, except responding to my one question. No “good evening,
, no “enjoy your dinner.” Nothing. I was genuinely sorry for him since he must be an extremely unhappy man in his life.

One aspect missing from this interesting post. What are the attractive features for a flight attendant to want to work this route? Better pay? Better schedule? Opportunities to visit Uk?

JetBlue is interesting because their Mint products are wonderful (much better than other US carries), the new London service seems wonderful (despite the unfortunate lack of a daytime flight to London), but their non-Mint flights and economy cabins are generally full of riff-raff passengers just choosing whatever ticket is the cheapest (and without any loyalty to the brand).

I just wanted to note how carefully you wrote this article so as not to start any flame wars. Kudos. (If flame wars start anyway then that's just a sad commentary on humanity.)

This is great though I’d think most crew doing a new route would be excited and provide great service. Hopefully they’ll still be excited 6 months from now.
In addition, I hope the other 400 or so applicants who were not chosen for this route will still provide amazing service in their JetBlue routes in the Americas.

I'm in total agreement re: pax. But I'd also add that the last three or four times I've flown B6, I was in Y because there was no Mint, and the FAs were marginal - no better than the average FA on UA or AA. Which is to say they did their jobs, barely.

As to the pax, I think the destination (and origin) plays a key role. The times I've flown to FLL, it's been the bargain, mouth-breather holiday bus - Spririt with TVs. Other destinations, I've seen a different pax loadout.

It doesn’t have to be union vs non union, it is up to upper management to reward employees who provide good service by giving them the “easy” work, better pay and for this to be a focus for management which it is not at legacy carriers. Even delta which tries to provide a premium experience, when flying JFK-TLV I simply felt bad inconveniencing the grandma who looked to be at least 70…

Can they also put all the passengers through an interview process? Please!

I have no idea if this route will work out for JetBlue or not, BUT, if you’re an executive team trying to ensure success on a highly competitive route, this is how you go about it.

Too many large companies have very entitled approaches to trying new things - thinking they are ‘owed’ some share of the market based on who they are (I would say often the big 3 US carriers operate this way). If you don’t take on this mindset, you would look at all options available to you to ensure a consistent, elevated experience above and beyond competitors. Crews are a substantive portion of the equation so this is great to see vs. the alternative (lazy) approach that there’s nothing that can be done to ensure good crew service aside from training.

Great write up indeed! And good to know there is such good care in the process, although that was expected from JetBlue. I'd be curious to see if things are as great once the novelty wears off for those flight attendants in several months, especially since working exclusively on TATL flights can be grueling. But I'm thinking it will still be good, since transcon Mint FAs are still as stellar as when it all started. Great job JetBlue!

This probably means anyone that didn't make the cut here or mint domestic is below average and Jetblue should be avoided for economy domestic travel.

"...should have a higher service standard than an American Airlines Dallas to Tulsa flight in economy"

Woah, woah, woah. Watch what you say/imply, Lucky, I grew up in Tulsa. 🙂

Good article/conjecture on FA staffing on international flights. Given an option to fly U.S. metal or the major foreign airlines overseas, I would almost certainly opt for the foreign airline (e.g. using AA miles to fly Qantas to Australia).

JET BLUE HAVE ONE OF THE BEST GREW MEMBERS ON BOARD.I FLOWN A FEW TIMES TO COLOMBIA AND MEXICO CITY GREAT SERVICE
AND THAT WAS IN ECONOMY. TO BAD THAT JETBLUE DISCONTINUE SERVICE TO MEXICO CITY.I JUST FLOW UNITED TO MEXICO CITY WORST EXPERIENCE. AND AMERICAN THE WORST.BRING BACK JETBLUE TO MEXICO CITY

Yes! I'm not the only one who finds this frustrating! You never know if a post is recycled until you get to the comments section, and even then, if you're not paying attention, you could end up replying to a months or years-old comment. I mean, how hard is it to have a big banner at the top (more distinguishing and noticeable than the regular advertising/CC referral ones)? Something like, "This was originally posted on ABC. It has been updated N times and was last updated on XYZ."

I hope Ben pays attention to the comments regarding clearly recycling posts made by OCTinPHL and Tennen

Excellent points made here, Lucky.

I'll also add that when the airline creates an onboard product and service procedures that both customers AND flight attendants like, along with what you suggested, you have a magical experience where the employee is happy and proud to deliver the service and doesn't have to always apologize and be ashamed of what's served.

Having just make the hop from JFK to London and back (12th to 18th) I can say that the flight and flight attendants were awesome. Not sure why dinner is served at midnight on a red eye but at least the food and service were great. It was interesting hearing that more then 1 of the crew recently RN's who wanted break from health care. But where they really shined was helping passengers who did not have the needed documentation and or testing set up get as much together as they good under pressure while tbe flight was boarding. Would be helpful for Jet Blue to have some computers on hand for those who need to to sort out trace requirements prior to boarding won't does not needlessly delay the flight. Over all if you are organized and willing to put the work in I would highly recommend making the hop with Jet Blue.

That's ridiculous. Only a small percentage of flight attendants staff Mint. Most B6 planes don't even have it. Non-Mint flight attendants are therefore not all "below average." Further, I've found B6 FAs to be great in any cabin.

The age of the crew is extremely noticeable flying international business on a US carrier. Unless a younger flight attendant is filling in for someone on vacation, the cabin crew looks like they're one step from retirement. It's also extremely jarring to be served by someone in her or his 60's if the service they provide doesn't match the quality you'd expect of the 30 years of experience it takes to staff the route.

That being said: the best flight attendant I remember was a senior US Airways crew member I had on my first business class flight from Venice to Philadelphia. 6 years on she is still the example I use to judge my trips.

Exactly. Most European airlines have unions (certainly legacy carriers that fly transatlantic) and you don't see longhaul flights being offered as a reward to senior crew. If anything, senior crews are put on long flights in premium cabins because (and only if) they are the best the carrier has to offer.

I just hope no crew was from the flight that a Junkie try to threaten the crew with feathers.

Or trained in handling juvenile with autism using duct tape.

Right @Elizabeth?

Lucky,
You hit the nail on the head.
In Asia the FA profession is still considered glamorous and the service is an art (Singapore Airlines, Garuda Indonesia are just some example as you have experienced yourself). The screening process is very tough and they have to meet a very high service standards to get hired.
Here in the US being a FA is considered just a regular job, and it’s up to the individuals to perform and behave as they want, as long as they meet a certain (basic if not low) service standard. The real issue is that there is minimum to no incentives for them to want to perform above and beyond, making most of them resort to the “why bother” attitude.
You are also correct about the issue of the absence of an in-flight service manager, since with very little to no supervision the FAs won’t have someone to keep them on their toes, and will just slack on their performance. Hey, as long as I did all the basics of what I need to do, where I don’t even need to smile or be nice, I can just sit back, ignore help requests unless it’s super urgent, and enjoy my sweet (paid) time unbothered, right?
On the flip side, I’ve seen passengers who abused the system and taking advantage of the kindness of FAs (mostly on Asian carriers), and that rude and manipulative behaviors is really appalling. It is hard work for a FA when you want to be good at what you do and there are people who took advantage of you.
Until there is a competition between the FAs to perform, like what JetBlue did to select their best FAs for their London route, I believe we have to be content with what we have, and can only hope there will be the best FAs we can get from any particular airline we will fly with in our next flight.
And for my part, I will always be respectful and kind to these hard working people, and know where to draw the line between a normal request, and something that I want and I can demand just because I can.

I was a JetBlue IFC for 15 years with 27 years at TWA preceding that.

IMHO, the majority of B6s FAs are customer- service- focused. JetBlue knows who to hire and they don't discriminate.

My absolute best customer- service years were spent at JetBlue. I had to leave for personal reasons that I now regret.

Today, I would trade my handsome ageless face and my tall fit body to continue to " give up a little bit of myself" to keep the Customer happy.

But, alas, I cannot.

I am so happy that others seem to be carrying the "torch".

Happy Jetting!

Mike

I have flown Mint across the US a couple of times and have had a wonderful experience both times. I should also say that my daughter is one of the phenomenal Mint flight attendants you mentioned. She’s not New York based so doesn’t fly to London…yet. Hopefully, with the success of the New York flights, other bases will schedule flights across the Atlantic.

Well said!

I worked for both AA and JB.
My years with AA were great and I honestly enjoyed them until I was furloughed. However, my years with JB were a NIGHTMARE! Since they are non-unionized they fly their crews to exhaustion and then have them clean the cabin between flights. The JB thru out the network were always unprofessional and we always seemed to have issues with crew scheduling..like being abandoned at a Florida airport during a hurricane..I mean AT THE TERMINAL without a hotel! So it looks to the OUTSIDER all is well but looks ARE NOT ALWAYS WHAT THEY SEEM!!!

I would take that American Flagship First suite on a 77W in a heartbeat as opposed to Jet Blue’s high end service and superior catering on an a321.

The lack of service or courtesy among the USA based airlines is well known. Now on top of that there is an excuse not to have contact.. the pandemic. In the last month I have had four trans atlantic legs .. Polaris Iberia both virtually Zero. in service and food.
swiss from Zurich to Miami was a dream, wonderful service and great food .
Oh How I miss Qatar Airways!
I like the policy of JB Mint.. compete for your space with eagerness to serve the premium classes..

I was a flight attendant for 35 years and retired a year ago this month. I agree with you. I saw my position as sales; I did what I could to make my passengers want to come back.
I hated working alongside unpolished clods whose only reason for being there was seniority.
It was funny in a sad sort of way to sign up for positions with people who do the trip each week and still have zero clue.
A dedicated crew based on language, service, and commitment is the way to go.

Hey Ben,
As an airline executive team ass kisser, how many true blue points did you get for writing this trash? As someone who knows what really happened during this "selection" process (nobody wants to fly this route) you made me crack up! Keep writing trash and getting free flights you ass kisser!

just an observation Ben, but this is YOUR blog, and YOU are writing this post, no need to say "in my opinion" after every third sentence. chill, we know its your damn opinion this is your damn blog hahah

So sad, with so many ppl around the world just dreaming of the privilege to work as a Flight Attendant for a major airline.

The “spirit “ of most airlines is to make money, which translates to cutting costs. Passengers are now called customers by companies.
As much as the author longs for a 19th century servant on board consisting of employees competing against each other to be the most obsequious maid, flight attendants exist to protect passenger‘s lives.
While salaries have shrunk against inflation, hours have increased, and airplanes are crammed full. Oxygen onboard has been cut resulting in Co2 deprived passenger misconduct.
Amidst this, the diminished food and amenities are dispensed by the crew keeping a watchful eye for medical and mechanical emergencies.
You are in good hands, sans the white gloves and livery gear of a paid servant.
If you are looking for a slave, you are too late, Lincoln got there first.

The seats are quite nice on AA, but after three flights with a nice seat and possibly the worst service I’ve ever experienced, I wouldn’t be so quick to choose them over B6. One of the flight attendants call me Kitten, for goodness sake. My name isn’t Kitten.

Lol how do the other crews feel about it?

London is poorly paid. Many people were actually offered it that interview and turned it down because the pay so so incredibly low. The trips are unproductive those working it only make 8-2 extra dollars an hour. It’s actually a pay decrease from domestic. The people that want to work it are people who just really love it. Which is too bad because it means nobody gets paid better when people are willing to do it for pennies.

Ask most of us- we don’t want to work those flights LOL

This post really hit home. I have been trying to understand the difference in service between business class on AA or BA vs QATAR or Etihad. It truly is like a completely different concept. Try saying I would like to sleep now and eat later on AA or BA...the response alone says it all.

It is this attitude which drives me to spend my money on Qatar and Emirates. Their employees understand the concept of providing good service. That doesn’t mean servitude, it simply means providing the service one pays for. It also makes it more likely they come back.

I had an itinerary this year where I flew Air Canada to Doha and connected to Qatar. The difference between the two could it be more striking.

This is why when I fly business class, which is often, if they fly the route Qatar gets my money.

Who holds management responsible for choosing actual qualified flight attendants, and not friends or favorites, or simply because they’re “better looking?”

It really has NOTHING to do with the age or seniority of the flight attendants working international flights, it has to do with TRAINING and having the tools we need to do our jobs well. Once upon a time, most major US airlines had domestic and international divisions and any FA in the International Division was given extra service training and was held to a higher lever of performance. International service was much better then on US carriers. But through bankruptcies, mergers, and rampant cost-cutting, the International Divisions went away because airlines no longer wanted to provide the extra service training required. So now we are left with a situation where most US FAs are not trained properly or well to perform International services or to anticipate the needs or desires of international travelers.

I like the article but what are we to think about the flight attendants on "non premium" flights? Do we then expect yo have crappy flight attendants on simple domestic routes.
The other part of the artic look e is about flight attendants choosing routes based on most flight hours. As a past employee of a major US carrier, many of the attendants also look at certain layover cities for the amount of time they spend there. They love a 24 - 36 hour layover where they become tourists during their paid stay !

If you don't know the importance of unionization at the workplace, you shouldn't be commenting. This has to be one of the most offensive and poorly written pieces I've ever read. Quite shameful. It's people like you that engender socio-economic stratification and make the world a far worse place. Don't fly non-union airlines. Some of us have a code of ethics and morals.

I he old delay from o hare to Atlanta from the c Hartford to Atlanta.

As a recently retired AA F/A. of 42 years I have had the pleasure of flying mint class from sxm-jfk. F/A,s in business were attentive and knowledgeable in all aspects of aircraft and service. Great experience. As for being a senior F/A, loved my job and had great fun with my passengers.

I loved being a stewardess for Continental Airlines and Was chosen to introduce Vice President Lyndon B Johnson at the inauguration of “our New LAX with Boeing 707s “ in 1961. I had suggested showing Movies aboard flights and I was selected for Special Flights. Connie Webber.

Also, the newer FAs choose to apply for Mint because it allows them a reasonable chance at a decent schedule, which is demanding, yes, but not as rigorous as they might otherwise have. At B6, senior mama’s don’t need to bother as they already get the schedule they want and moving to Mint would restrict their flexibility. So, its not that they didn’t get accepted, they never applied.
Lucky has a few things correct in his article, but he doesn’t have the whole story as to how the process really works. Furthermore, there are plenty of FAs who are quite capable (and perhaps even interested) who don’t apply because they don’t want to commute to JF(stinking)K to go to work. Another words they are already based out of another B6 base and don’t want to leave it. If you live in South Florida snd are based at FLL and are fairly senior, why would you apply for Mint when that would mean having to get on a plane to fly to JFK before you could go to work.
(Insert LA, Orlando, Boston) It doesn’t make sense.
So you see Lucky, you DON’T have the whole story.

The last couple of flights I took found the cabin staff very jittery. That's probably some mouthy passengers who think they are above being decent and talk trash to the staff.
They all need to be kicked off the flight.

I am a 20 year JB FA and I think your perspective has some value, however I know that I would be an excellent FA for these routes having flown as a International FA for my former airline. The number of years of seniority doesn't mean you always get lousy or disinterested service. Many of the senior FAs still love their jobs and uphold the airline standards for business and first class. Its a privilege by seniority at other airlines to be able to fly these routes and the FAs enjoy the passengers and providing the service. I was part of the original group of FAs that helped design this JB Mint service. That's a contribution I am very proud of. Not only do you have to jump through hoops to get into our program, you must be based in JFK or BOS. We have other bases where many fine FAs live MCO, FLL, LAX and these FAs are excluded unless they want to go live in BOS/JFK and/or pay for an additional place to live. The program parameters we have are definitely not my favorite and do not value seniority or longevity. Thats a shame because our 20-21+ year FAs brought this Company to where they are today by providing the JB experience with excellence. In addition we have been negotiating for 3 years for our FAs to get a contract as we are members of the Transport Workers Union. JB FAs are paid below industry average in salary, work rules, and benefits. Yet they still provide on all of our flights domestic and international, Award winning Industry leading service to our passengers, whether they are senior or junior FAs.

Spot on! Only 500 out of 5,400 applied in the first place. How many just did it to get a line and not be on 100% reserve schedule? There were those that applied for the Boston to London flight, that said no thank you once they announced Boston won't start until 2022, so the numbers aren't quite correct.

This is a very good idea for JetBlue..A few years ago my airline did the same thing ( yes I am a FA,)as my airline had been awarded a very prestigious charter contract..We had to interview, write why we were the best fit for the contract...We all truly wanted to make the cut and be offered those charter flights.

Just want to add that I agree that JetBlue Mint FAs are, on average, the very best in the business (comparing North American airlines). I don't know if they get enough credit as you often see Delta winning "Best Cabin Crew" awards, but I definitely get more consistent excellent experiences in JetBlue Mint.