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Mike Machat
24 August, 2014
When jetBlue first arrived on the scene in 1999, it billed itself as a low cost carrier offering better than low cost service. Their fleet of all new Airbus A320s was equipped with dark blue leather seats plus free satellite TV, and the airline certainly delivered on their promise. Today, Premium Economy service generally offers passengers more leg room plus additional amenities such as early boarding, or perhaps free food and inflight entertainment for a reasonable price. On jetBlue's 'Even More Space' (EMS), some of those niceties are offered, and some are not. The key here is the type of aircraft, as the EMS experience was noticeably different aboard the airline's older Airbus A320s or new A321s. This review is of EMS service on jetBlue's A321 with Mint-class forward cabin.
Seat and Amenities
EMS seats are offered in select rows on all jetBlue aircraft, but the A321 comes in two different configurations. The "Core' aircraft has 190 seats, 40 of which are reserved as EMS rows. These jetliners have seat backs measuring 18-inches wide, while A321s configured up-front for Mint flights have 159 seats, 40 for EMS passengers. These seat backs are narrower, however. (jetBlue's A320s have 150 seats, 42 for EMS.) While EMS afforded early boarding and early overhead bin access, two surprises awaited this traveler upon entering the A321 (named 'It's Mint To Be'). For one thing, both large overhead bins at my row were already closed with no one yet onboard. Then the big surprise: my EMS window seat, 18F, wasn't next to an emergency overwing exit, but rather the R3 emergency exit door. This meant no window, no outboard armrest, and a Flight Attendant jump seat on the aisle. When I inquired about this being an actual EMS seat, the senior Flight Attendant apologized, inferring this was a common complaint, and offered me a complimentary cocktail once airborne, as well as an offer to change to an available Economy seat. There were no amenity kits on the seats themselves, as I learned that anything you might want - earphones, blankets, pillows, and of course food, had to be purchased. I was also surprised to see stains on the seats of an airplane in service less than three months. Ambient cabin lighting was pleasant and more than adequate during the boarding process. The seats themselves are quite handsome, covered in supple two-tone charcoal and light gray leather with tan stitching and free-standing headrests embossed with the EMS logo. Seat backs were 16 inches wide while the seat cushion measured 19 inches wide. Seat backs reclined 6 inches, but the biggest feature was seat pitch - a whopping 41 inches, compared to 33 inches in regular Economy. During the flight, the lack of a window was only a minor annoyance until we encountered moderate turbulence. During those active moments, the lack of visual cues made my enclosed space feel somewhat claustrophobic. If you are prone to motion sickness, I would highly recommend avoiding Row 18.
Food and Beverages
Once airborne, I discovered the reason why those overhead compartments were closed. They were used for stowing packages of bottled water, all of which had to be retrieved by a flight attendant at the beginning of beverage service 30 minutes after takeoff. Meals were offered for purchase one hour after takeoff as flight attendants came down the aisle with portable devices to charge your credit card and print a receipt. Two menus were available. The first, named 'EAT UP,' contained various health and nutrition-oriented snacks priced at $6.00US, while the second, named 'EAT UP CAFE,' offered supposedly more substantial meals for up to twice the snack prices, but serving sizes were modest and the quality of food was average at best. Those meal selections consisted of raw veggie platters and sandwiches, with a top of the line Top Sirloin Steak sandwich costing $12.00US. I ordered the Grilled Chicken and Brie sandwich with a quinoa and raisin salad. The sandwich consisted mostly of bread, with a thin layer of brie and small chunks of chicken. Meals are pictured on sleek white china on the menu, but are actually served in clear plastic containers. Complimentary juices, sodas, and bottled water were then served along with light snacks such as pretzels, popcorn, animal crackers, and chocolate chip cookies. The free drink and snack service was offered again about an hour before landing.
In-flight Entertainment
This feature, a highlight on all jetBlue flights, helped establish the airline's early favorable reputation, and IFE on the new A321 raises the bar yet again. Easy viewing 10-inch high definition screens are at Economy and EMS seats, with a selection of movies, TV shows, special features, and music that is second to none. Headphones (ear buds, actually) are available for purchase at $3.00US. Let's start with 80 - yes, 80 channels of DirecTV programming. Then there's a choice of six major feature films and jetBlueTV programs. Add 100-plus channels of Sirius XM radio and the inflight Map Channel, and you have plenty to keep you occupied on any transcontinental flight. The image quality is simply outstanding, and doesn't seem as affected by outside sunlight as earlier technology inflight screens. One minor inconvenience is the remote control panel on the armrest located just forward of your elbow. Lean on it a bit too hard, and you inadvertently change channels or revert to the home page main menu. The needs of the digital age are met handily with jetBlue's new 'Fly Fi' feature that comes in two modes: 'Simply Surf' for standard browsing and 'Fly Fi Plus' (available for purchase) which gives you wider broadband capability for streaming movies. Simply power up your digital device, open the wireless network connection, launch or refresh your browser window, sign-in and agree to terms, and you’re off and running.
Customer Service
From the very beginning, cabin crewmembers were pleasant and courteous, but seemed a bit stressed. While they all performed their duties with pride and passion, the A321s high passenger-to-flight attendant ratio seemed to leave them frustrated. A fifth FA is definitely needed on the A321, and upon talking to the crew at the end of the flight, they too mentioned how they would appreciate having just one more FA in Economy, allowing them to give the high level of dedicated service they pride themselves on delivering. That said, having the flight attendant jump seat on the aisle of Row 18 meant that passengers had to watch the FA make cabin announcements while reading from a cue card, and because of the proximity of seats to the emergency exit doors, the FA had to awkwardly reach across the passengers (apologizing once again) to arm and de-arm the door at takeoff and landing and stow the ''REMOVE BEFORE FLIGHT" banner. Other amenities available for purchase included a dark blue Arm & Hammer blanket for $5.00US, and a dark blue Claritin neck pillow for $6.00US. On a positive note, small rolled hot towels were distributed to EMS passengers free of charge approximately 30 minutes before landing - a welcome touch at the end of a five hour plus transcontinental flight. Hot towels were not offered on the A320 EMS return flight, however.
Final Word
'Even More Space' service (including 'Even More Speed' for priority TSA screening) is available on all jetBlue flights starting at $10 one way. Pricing varies by route and length of flight, and EMS seat rows differ with each aircraft type. While my overall jetBlue EMS experience met with mixed reviews, it still offers passengers a distinct advantage over standard Economy which itself is fairly comfortable. Increased legroom, early boarding, and first choice at an overhead compartment are nice, but having to purchase earphones, pillows, blankets, and food onboard after paying the additional fare for EMS service tends to minimize the true cost advantage for the traveler. Would I pay for 'Even More Space' service on my next jetBlue flight to New York? Yes, I would, primarily for the benefits of priority TSA screening, early boarding, and that very generous extra legroom. However, the crown jewel of the jetBlue transcon experience is your departure or arrival at the airline's stunning new Terminal 5 at JFK. This terminal will be the subject of a separate AirlineRatings review, but I can assure you, that experience alone is worth the price of the ticket.
Mike flew as a guest of jetBlue on August 18 and 19, 2014.
When jetBlue first arrived on the scene in 1999, it billed itself as a low cost carrier offering better than low cost service. Their fleet of all new Airbus A320s was equipped with dark blue leather seats plus free satellite TV, and the airline certainly delivered on their promise. Today, Premium Economy service generally offers passengers more leg room plus additional amenities such as early boarding, or perhaps free food and inflight entertainment for a reasonable price. On jetBlue's 'Even More Space' (EMS), some of those niceties are offered, and some are not. The key here is the type of aircraft, as the EMS experience was noticeably different aboard the airline's older Airbus A320s or new A321s. This review is of EMS service on jetBlue's A321 with Mint-class forward cabin.
Seat and Amenities
EMS seats are offered in select rows on all jetBlue aircraft, but the A321 comes in two different configurations. The "Core' aircraft has 190 seats, 40 of which are reserved as EMS rows. These jetliners have seat backs measuring 18-inches wide, while A321s configured up-front for Mint flights have 159 seats, 40 for EMS passengers. These seat backs are narrower, however. (jetBlue's A320s have 150 seats, 42 for EMS.) While EMS afforded early boarding and early overhead bin access, two surprises awaited this traveler upon entering the A321 (named 'It's Mint To Be'). For one thing, both large overhead bins at my row were already closed with no one yet onboard. Then the big surprise: my EMS window seat, 18F, wasn't next to an emergency overwing exit, but rather the R3 emergency exit door. This meant no window, no outboard armrest, and a Flight Attendant jump seat on the aisle. When I inquired about this being an actual EMS seat, the senior Flight Attendant apologized, inferring this was a common complaint, and offered me a complimentary cocktail once airborne, as well as an offer to change to an available Economy seat. There were no amenity kits on the seats themselves, as I learned that anything you might want - earphones, blankets, pillows, and of course food, had to be purchased. I was also surprised to see stains on the seats of an airplane in service less than three months. Ambient cabin lighting was pleasant and more than adequate during the boarding process. The seats themselves are quite handsome, covered in supple two-tone charcoal and light gray leather with tan stitching and free-standing headrests embossed with the EMS logo. Seat backs were 16 inches wide while the seat cushion measured 19 inches wide. Seat backs reclined 6 inches, but the biggest feature was seat pitch - a whopping 41 inches, compared to 33 inches in regular Economy. During the flight, the lack of a window was only a minor annoyance until we encountered moderate turbulence. During those active moments, the lack of visual cues made my enclosed space feel somewhat claustrophobic. If you are prone to motion sickness, I would highly recommend avoiding Row 18.
Food and Beverages
Once airborne, I discovered the reason why those overhead compartments were closed. They were used for stowing packages of bottled water, all of which had to be retrieved by a flight attendant at the beginning of beverage service 30 minutes after takeoff. Meals were offered for purchase one hour after takeoff as flight attendants came down the aisle with portable devices to charge your credit card and print a receipt. Two menus were available. The first, named 'EAT UP,' contained various health and nutrition-oriented snacks priced at $6.00US, while the second, named 'EAT UP CAFE,' offered supposedly more substantial meals for up to twice the snack prices, but serving sizes were modest and the quality of food was average at best. Those meal selections consisted of raw veggie platters and sandwiches, with a top of the line Top Sirloin Steak sandwich costing $12.00US. I ordered the Grilled Chicken and Brie sandwich with a quinoa and raisin salad. The sandwich consisted mostly of bread, with a thin layer of brie and small chunks of chicken. Meals are pictured on sleek white china on the menu, but are actually served in clear plastic containers. Complimentary juices, sodas, and bottled water were then served along with light snacks such as pretzels, popcorn, animal crackers, and chocolate chip cookies. The free drink and snack service was offered again about an hour before landing.
In-flight Entertainment
This feature, a highlight on all jetBlue flights, helped establish the airline's early favorable reputation, and IFE on the new A321 raises the bar yet again. Easy viewing 10-inch high definition screens are at Economy and EMS seats, with a selection of movies, TV shows, special features, and music that is second to none. Headphones (ear buds, actually) are available for purchase at $3.00US. Let's start with 80 - yes, 80 channels of DirecTV programming. Then there's a choice of six major feature films and jetBlueTV programs. Add 100-plus channels of Sirius XM radio and the inflight Map Channel, and you have plenty to keep you occupied on any transcontinental flight. The image quality is simply outstanding, and doesn't seem as affected by outside sunlight as earlier technology inflight screens. One minor inconvenience is the remote control panel on the armrest located just forward of your elbow. Lean on it a bit too hard, and you inadvertently change channels or revert to the home page main menu. The needs of the digital age are met handily with jetBlue's new 'Fly Fi' feature that comes in two modes: 'Simply Surf' for standard browsing and 'Fly Fi Plus' (available for purchase) which gives you wider broadband capability for streaming movies. Simply power up your digital device, open the wireless network connection, launch or refresh your browser window, sign-in and agree to terms, and you’re off and running.
Customer Service
From the very beginning, cabin crewmembers were pleasant and courteous, but seemed a bit stressed. While they all performed their duties with pride and passion, the A321s high passenger-to-flight attendant ratio seemed to leave them frustrated. A fifth FA is definitely needed on the A321, and upon talking to the crew at the end of the flight, they too mentioned how they would appreciate having just one more FA in Economy, allowing them to give the high level of dedicated service they pride themselves on delivering. That said, having the flight attendant jump seat on the aisle of Row 18 meant that passengers had to watch the FA make cabin announcements while reading from a cue card, and because of the proximity of seats to the emergency exit doors, the FA had to awkwardly reach across the passengers (apologizing once again) to arm and de-arm the door at takeoff and landing and stow the ''REMOVE BEFORE FLIGHT" banner. Other amenities available for purchase included a dark blue Arm & Hammer blanket for $5.00US, and a dark blue Claritin neck pillow for $6.00US. On a positive note, small rolled hot towels were distributed to EMS passengers free of charge approximately 30 minutes before landing - a welcome touch at the end of a five hour plus transcontinental flight. Hot towels were not offered on the A320 EMS return flight, however.
Final Word
'Even More Space' service (including 'Even More Speed' for priority TSA screening) is available on all jetBlue flights starting at $10 one way. Pricing varies by route and length of flight, and EMS seat rows differ with each aircraft type. While my overall jetBlue EMS experience met with mixed reviews, it still offers passengers a distinct advantage over standard Economy which itself is fairly comfortable. Increased legroom, early boarding, and first choice at an overhead compartment are nice, but having to purchase earphones, pillows, blankets, and food onboard after paying the additional fare for EMS service tends to minimize the true cost advantage for the traveler. Would I pay for 'Even More Space' service on my next jetBlue flight to New York? Yes, I would, primarily for the benefits of priority TSA screening, early boarding, and that very generous extra legroom. However, the crown jewel of the jetBlue transcon experience is your departure or arrival at the airline's stunning new Terminal 5 at JFK. This terminal will be the subject of a separate AirlineRatings review, but I can assure you, that experience alone is worth the price of the ticket.
Mike flew as a guest of jetBlue on August 18 and 19, 2014.
