JetBlue  (JBLU) hasn’t shaken off a reputation that’s still stuck in the data.

However, 2025 could mark a massive shift, where, behind the scenes, a new system is now running across JetBlue’s network.

It’s not just about trimming routes or tweaking schedules — JetBlue is betting on something smarter, potentially catching issues before customers ever experience them.

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If all goes smoothly, it may be JetBlue’s most important fix yet. 

Given its choppy track record for on-time flights, this new AI move offers fewer surprises but cleaner connections, and more importantly, a better shot at rebuilding trust with passengers.

JetBlue has a reliability issue

For JetBlue, the numbers show that it’s clearly behind the eight-ball when it comes to reliability.

In 2023, for instance, the popular airliner posted a 71.4% on-time arrival rate, the worst among major U.S. carriers, with the sector average at 78.34%.

Unfortunately, the gap hasn’t closed much since, while 2024’s industry average was around 78.10%.

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Nevertheless, that reliability gap has real consequences.

On January 3, 2025, the Department of Transportation slapped JetBlue with a massive $2 million fine, alleging it was running “chronically delayed” flights. It was the first time any agency penalized an airliner for unrealistic scheduling.

To make matters worse, customer perception hasn’t been any better.

JetBlue scored extremely well in the premium cabin, No. 1 in first/business according to J.D. Power’s 2025 study (scoring 738), but trailed badly in economy/basic, where most travelers fly. For perspective, it scored 663 compared to Southwest’s 694.

Moreover, the broader ACSI 2025 index shows JetBlue’s satisfaction holding at 77, flat year over year, while its competitors posted some gains.

For investors and flyers alike, the takeaway is that JetBlue needs to pull its socks up in curbing delay fatigue and addressing the lagging sentiment.

JetBlue leans on AI to stay ahead of delays

JetBlue is leaning on AI technology to maximize the results of its operational reset.

In doing so, it announced it went live with FlightAware Foresight, an AI-driven platform from Collins Aerospace, which helps predict and preempt travel disruptions long before they spiral out of control.

The system uses real-time flight data and machine-learning forecasts to flag operational risks early, covering everything from weather and congestion to downstream delays. 

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That enables JetBlue to reshuffle gates efficiently, adjust crew plans, and update its passengers before the pain hits.

Tom Lloyd, JetBlue’s Director of SOC Strategy & Continuous Improvement, said that,

“JetBlue is committed to using advanced technology to enhance our operations and better serve our passengers. FlightAware Foresight technology offers unparalleled accuracy and actionable insights, enabling us to proactively manage disruptions and deliver a more seamless travel experience.”

The robust platform efficiently analyzes billions of data points to push out predictive alerts and recommended actions. 

That helps reduce misconnects, while promoting swifter rebooking, and better ETAs, all of which positively impact satisfaction and loyalty metrics.

Collins Aerospace states that Foresight substantially improves both day-of-ops decision-making and customer-facing communication, which are two of the biggest levers in keeping flyers calm when things go south.

JetBlue’s JetForward plan aims to rebuild reliability and profits

JetBlue’s recent moves aren’t just about tweaking routes, but also about overhauling the playbook.

At the center of it all is the airline’s JetForward plan, a multi-year reset that aims to effectively restore reliability and simplify operations while boosting its bottom line in the process. 

Moreover, the strategy centers on scheduling discipline, operational technology, and cutting underperformers.

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By late 2024, JetBlue said it had optimized roughly 20% of its 2023 network, while exiting 15 stations and cutting over 50 routes. 

That in turn lifted its on-time performance by six points year over year, while taking customer satisfaction up nearly 10 points.

In Q2 2025, JetBlue cited continued progress in this regard. According to CEO Joanna Geraghty,

“Operational investments drove significant reliability improvements, with on-time performance up three points year-over-year.”

That momentum has positively cascaded into its bottom line as well. Across the first half of this year, JetForward-linked gains added roughly $15 million in incremental EBIT, a clear signal that tighter operations are feeding into its margins.

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