New to JetBlue Mosaic via status match? We were there last year. Mosaic is different from typical airline elite statuses. Set expectations accordingly.
Mosaic has bonus points and fee waiver discounts that I’ll call the shopping club benefits:
- 15,000 points for qualification (straight up or by challenge, not by match)
- Additional 3 points/dollar on tickets
- Waived change and cancel fee for you and people on the same reservation
- Free same-day change to any flight on the same route (including co-terminals like LGA/JFK/EWR)
- Two free checked bags for you and people on the same reservation
- Discounted upgrades to Even More seats available from booking onward
at check-in(such as 500 points instead of $50)
- Complimentary alcoholic drinks
- Not limited to Mosaic: family pooling of points and regular award point rebate promotions
When we got Mosaic last year and were based in New York, the free same-day change was the biggest appeal because of the many flights out of the three NYC airports. Since Delta had imposed fare class restrictions on their same-day confirmed, we had rarely had success confirming in advance.
Mosaic’s travel benefits are more limited:
- Priority security
- Priority boarding
- No official complimentary upgrades to Even More, let alone Mint
- Gate agent discretion to upgrade to Even More seats,
oftenmay need to proactively request from gate agent
- Dedicated customer service line (this is where they fell down for us)
One and Done: Our Mosaic Experience
Last year we were based in New York, had a pile of JetBlue points from the SPG->Virgin America deal, and decided to try JetBlue with the Mosaic match.
Our first and only trip was a New York-Boston weekend. We picked JetBlue because Delta was priced too high for the Sunday evening return and we did not have confidence in Delta’s same-day confirmed. JetBlue gave us a good shot at the same-day change while still buying their much cheaper morning flight.
Our Friday JFK-BOS was uneventful. Sitting at the back of the plane meant a cramped seat and slow deplaning arrival. Not a big deal, though with our Delta Diamond Medallion status we would have had Comfort+ automatically and likely been in first.
Sunday morning we got our same-day change to the evening and headed out with a friend in New Hampshire. T-Mobile service is poor in New England and I had no signal for several hours.
I emerged to check flight status and saw we had been canceled due to weather. The flight had canceled several hours prior and eventually, an email was sent with the notice. I looked for a rebooking that did not exist. We had no flight.
I called the Mosaic line and was on hold in the queue for over 30 minutes before getting to an agent. During the wait, I tried social media contacts without success.
(Sidebar: JetBlue switches to customer service tool built by startup it funded – a unified record for all contact channels. We’ll see if this improves their service.)
The agent educated me that Mosaic does not involve proactive rebooking. With Delta or United we would have been immediately rebooked with something, and then could check other options to our preference.
Everything Monday morning was already booked solid by people who got word of the cancellations earlier than us. We had to settle for an afternoon flight, wasting a day of work vacation each. Because it was weather, JetBlue did not offer any assistance (Citi Prestige trip delay did eventually come through, after some farcical issues with their benefits administrator).
Sunday night we saw Delta, United, and even American resume Boston-New York flights while JetBlue remained crippled for the day. JetBlue did not recover well on Monday, either, with several additional hours of delay added to our flight. The JetBlue customer service desk in the terminal in Boston, one of their hubs, was lightly staffed, had a line snaking through the terminal, and no Mosaic priority line.
I saw on FlyerTalk that JetBlue’s operations regularly suffer from these breakdowns. They do not have the backup and recovery in place to snap back as well as the majors.
Saving a few dollars on cheaper fares that we could same-day change for free was not enough to keep risking losing days of vacation on weekend trips.
Fixing things when they go wrong is what I value most in airline elite status. That is not Mosaic.