JetBlue just launched service between New York City and London. The airline has a unique approach in staffing these flights. This is something I believe it's worth highlighting. It contrasts with how nearly all major US airlines assign flight attendants to flights.
Premium service at US airlines: The problem
Many times, discussions about service at American airlines end up reducing to one of these two issues. Both of which I don't share.
Unionized flight attendants vs. ununionized flight attendants I support flight crews rights to unionize if necessary. Ive had great flight staff on Delta (nonunionized), and great ones on Southwest (unionized).
I was a senior flight attendant and I have had great service from all ages of flight attendants.
There are several reasons why airlines in the United States can't compete with foreign competitors in service.
The United States has a system of bidding flights and cabins that is purely seniority-based. Most airlines have this system. While I support rewarding loyal employees, it shouldn't be the only consideration.
There is no accountability onboard
There are no dedicated premium cabin crews. Airlines should treat all passengers with respect. You would think that airlines would offer higher service on premium routes or in premium cabins. In theory, an American Airlines Dallas-Hong Kong flight in first class should be better than an American Airlines Dallas-Tulsa flight.
At US airlines, seniority is generally all that matters.
JetBlue offers London flight attendants
JetBlue takes great pride in its new flights from London. It's a new frontier for JetBlue, and the airline has beautiful new A321LRs to exclusively fly this route.
These routes are not only operated by the planes, but also by the crews. Because they are required to work on JetBlues London flights, flight attendants will only be allowed to work on these flights for 18 month.
The selection process for these flight attendants can be nothing but amazing.
These routes have so far seen just over 50 flight attendants.
All of them were former Mint business-class flight attendants (yes even those who fly economy on London flights).
400 to 500 flight attendants applied. The acceptance rate has been approximately 10%.
Selection was not an easy process. There were video interviews, one-on-one interviews in person, group exercises, essays on why flight attendants wanted this job, letters from leaders, and many more.
These routes are still relatively new, and we will see if excitement levels decrease over time. However, the crews who work these flights are extremely excited. It was an honor to be chosen for this flight, and I was astonished when I got my contract.
The crews take pride in every aspect of the passenger experience. This isn't a new concept for JetBlue. The airline has had dedicated Mint business-class flight attendants for years and they have been consistently the best crews I've seen at any American airline. If that's possible, the London crews are just a higher version.
JetBlue employs special crew members for London flights
This is a unique concept for an airline:
It is important to recognize which routes are the most difficult to follow.
This is the way staff should be treated. Flight attendants should share the company's excitement and vision, and want to actually go above and beyond to work these flights.
This reminds me of the flight I took in American Airlines first-class from Dallas to Hong Kong before the pandemic. How do American staff first class on its most premium route? It's all about seniority.
This route is preferred by the most senior flight attendants because it allows them to fly a lot without having to leave home for very long.
First class passengers are viewed as easy to fly, with only eight of them. They don't have high service expectations.
JetBlue flight attendants feel honored to work in the most luxurious cabin on the highest premium flight. American flight attendants, on the other hand, sometimes find themselves being inconvenienced by customers and see them as self-loading freight that stands between them and their hotel.
I want to emphasize again that American has some great flight attendants, but that it is all luck of the draw. They are great because they have a positive attitude and want to be kind, not because American encouraged it.
American first class service is like a box full of chocolates
JetBlue is able to get away with such a thing.
It is logical to ask how JetBlue can staff its premium cabins and flights with amazing flight attendants. Or at least, flight attendants who are interested in working there and go through the application process. This is because the US' major airlines have historically used a seniority-based system.
Why don't other airlines do it? This is just one reason why other airlines don't do it.
It is worth noting, however, that JetBlue flight attendants were not unionized until very recently. This means that there was no organized opposition to the airline's actions.
2018 was the year that JetBlues flight attendants voted for unionization and to be represented by Transport Workers Union. JetBlue flight attendants rejected a contract offered to them in 2020. To my knowledge, they do not have a union contract.
I hope that JetBlue will continue to be able to use its current staffing approach for Mint business class cabins as well as London flights, even after it has signed a union contract. I am not attempting to criticize unions, but from a pragmatic perspective. JetBlue Mint flight attendants have a reputation for being exceptional. They love their jobs and the system works. The JetBlue Mint transatlantic experience is great, but the best thing about it is its consistently exceptional service.
I hope JetBlue's current staffing system remains in place
Bottom line
JetBlue provides the best service on all US airlines, in my opinion, both in premium cabins and on high-end routes. This airline makes it easier for flight attendants to apply to work in Mint Business Class or London. It does not just assign these flights based upon seniority. This is a refreshing idea.
It would be interesting to hear how non-Mint crews feel about it, and whether this creates problems behind the scenes. The JetBlues crewing system is the best part of this service. I hope it stays around. I would love to see other airlines adopt a similar system, though that's unlikely.
Have you experienced JetBlue Mint service as consistent as mine? How do you rate JetBlue's crewing approach for these flights?
