JetBlue started operating its eagerly anticipated new Mint business-class Studios and Suites a little over two years ago.
In comparison to the previous model, these direct-aisle-access pods offered significant upgrades, including increased privacy provided by sliding doors, improved entertainment systems, and improved networking possibilities. Mint Studio, a business-class-plus device, provides considerably more room and storage.
Onboard the airline's new Airbus A321neo, or new engine option, of which the company presently has two with the new Mint configuration, these new items had their domestic debut on June 1, 2021.
Additionally, the airline added the additional item to its transatlantic itineraries to London. Additionally, it will operate the impending inaugural flights to Paris and Amsterdam on its brand-new Airbus A321LR, or long-range, outfitted with Mint. (JetBlue's fleet includes seven A321LR aircraft.)
In comparison to the roughly 9-year-old pods that are still in use on the 35 older Airbus A321s, the new items are nevertheless a vast advance. I'm not so sure, though, that the roll-out is progressing as JetBlue had intended.
I just took a Mint flight from New York to Los Angeles, which was a round-trip. The same A321neo, N2105J, that I flew on the Mint's debut nearly two years ago, was in charge of both flights.
I was somewhat aback by the amount of deterioration around the chairs, even though they were undoubtedly comfortable. Here's the problem.
An inoperable buddy seat
I upgraded my Mint ticket to the Mint Studio for $149 on the outgoing flight to Los Angeles.
Two years ago, I had a great flight in an extra-roomy first-row seat, and I reasoned that the $149 buy-up would be worthwhile due to the additional comfort and space.
The fact that the suite is large enough to accommodate two people is one of Mint Studio's main selling factors. I would have delighted to have dinner with a friend who was flying on the same airline as me.
Unfortunately, I discovered that the buddy seat in the Mint Studio wasn't functional. According to recent fliers who reached out to me on Instagram, it was fastened into a partially reclined position and has been that way for months.
In reality, I experienced the identical problem on my final Mint Studio flight in April 2022, but the buddy seat had the words "inoperable" taped around it.
It's unclear what the problem is specifically, but I was very dismayed to learn that this fresh device is still plagued by such a noticeable problem.
Suite door damage
The new Mint cabin from JetBlue is arguably the most fashionable one in the country.
JetBlue paid attention to the details, as evidenced by the embossed seat backs and the green accents found throughout the cabin.
Although the cabin may appear appealing in marketing images, my week last week's reality was very different. It all began with the broken privacy door in the pod across from me for the Mint Studio. It could not be used as intended because it was taped up all the way around.
Thankfully, my door performed as expected, but I'd be rather upset if I adjusted my plans to fly the new Mint only to discover that my suite door was not in working order.
Seat placards damage
JetBlue put lighted numbers at the entrance to each pod throughout the cabin.
Looking closer showed a bigger problem: they were all destroyed. These green- and blue-backlit signage add a great splash of color to the cabin.
This seems like something that JetBlue should remedy as quickly as possible. I'm not sure if there was a problem with the material the airline chose, or if its customers are simply more clumsy than those of its rivals.
It doesn't exactly exude a feeling of luxury, and it's certainly not how I'd like to be welcomed after shelling out $1,000 or more for a one-way business-class ticket.
Wireless charging pads being peeled
The addition of improved internet choices is one of the major upgrades in the new Mint cabin. Along with Qi wireless charging pads, this also features two universal power outlets with USB-C charging connectors.
I frequently use all of the available power sources because I bring a lot of electronic equipment with me when I travel.
But I was sad to notice that the protective plastic covering was coming off of both wireless charging pads on both of my Mint flights.
Unfortunately, I was unable to get the wireless chargers to function when I tried to use them to charge my AirPods Pro. My gadgets charged just fine until I got home, so I'm not sure if that's related to the peeling plastic or something else, but it's not a nice look for such a fresh product.
Worn-out footwells
I went to one of the world's largest aircraft seat manufacturing earlier this year. The managing director of the factory emphasized during my visit how crucial it is to make sure that the components used in airplanes are designed to withstand repeated use by thousands of passengers.
The Mint Studio's seat footwell's wear and tear didn't create a good impression, even though JetBlue might not necessarily be at fault.
The gray lining of the footwell appeared to have already been soiled, and the footwell's outside was beginning to peel. I'm not sure if this is a flaw in the materials used during manufacturing or if JetBlue simply picked the wrong color (or a combination of the two), but I had anticipated the product would look better after only two years of use.
Response from JetBlue
When I discussed my experience with JetBlue's communications team before writing this article, carrier spokesperson Emily Martin gave the following comment to clarify that most of this wear and tear is normal for a new product.
“With a comprehensive redesign in 2020, Mint raised the bar for premium flying after upending the airline industry in 2014 by offering a luxury travel experience for a small fraction of the price. Every Mint customer will have a private suite with a sliding door as part of the Mint refresh, along with a specially made seat cushion and countless other thoughtful and imaginative design features.
Any aircraft interior will experience wear and tear, and because Mint's custom design introduced brand-new ideas to the market, we anticipate that the first few years will help us understand how various components of the product hold up over time. For practically any product, this is true of the initial consumer base. We have a team focused on the product's performance criteria and are collaborating closely with the equipment makers to discover solutions where we have encountered performance difficulties as we gather operating experience with the new Mint configuration.
Customers are really satisfied with the redesigned Mint, and the low prices and superior service are having a beneficial effect on both the transcontinental and transatlantic markets. Maintaining Mint's disruptive competitive power in the market is a top goal for us, and keeping the product performing to customers' satisfaction is also important.”
In conclusion
Above all, I enjoyed my two trips on JetBlue's new Mint service. I enjoyed the variety of delectable food and drinks available, the attentive personal care provided by several nice flight attendants, and even the chance to experience the new seats once more.
However, I couldn't help but notice several problems with the new cabin during my trip. The product already feels like it needs some TLC, from the broken suite numbers to the non-functioning buddy seat, which is odd considering that it was only released two years ago.
I wrote about my experience on my Instagram after the flight. Numerous followers got in touch to discuss current Mint flight problems that were similar. I called JetBlue's customer service number to describe what I witnessed before contacting the airline's communications department.
The airline promptly offered me a $150 goodwill credit and marked up all the problems. Even though I didn't complain expressly to get credit, I am looking forward to using it on a future Mint journey to hopefully witness all the fixes and enhancements the airline makes to its new business-class cabin.
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