JetBlue Airlines 2010 Annual Report Download - page 12

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our reservation agents work from their homes, providing better scheduling flexibility and allowing
employees to customize their schedules. We are continually looking for ways to make our workforce
more efficient through the use of technology without compromising our commitment to customer
service.
•New and efficient aircraft. We maintain a fleet consisting of only two aircraft types, the Airbus A320
and the EMBRAER 190, which, with an average age of only 5.4 years, is the youngest fleet of any
major U.S. airline. We believe that operating a young fleet having the latest technologies results in our
aircraft being more efficient and dependable than older aircraft. We operate the world’s largest fleet of
Airbus A320 aircraft, and have the best dispatch reliability in North America of all Airbus A320
aircraft operators. Operating only two types of aircraft, both of which are newer aircraft types, results
in cost savings over our competitors (who generally operate more aircraft types) as maintenance
processes are simplified, spare parts inventory requirements are reduced, scheduling is simplified and
training costs are lower.
Brand Strength. We believe we have created a widely recognized brand that differentiates us from our
competitors and identifies us as a safe, reliable, value-added airline focused on customer service and which
provides a high quality travel experience. Similarly, we believe customer awareness of our brand has
contributed to the success of our marketing efforts, and enables us to market ourselves as a preferred
marketing partner with companies across many different industries. In 2010, we were voted “Top Low Cost
Airline for Customer Satisfaction” by J.D. Power and Associates for the sixth consecutive year. We also
earned distinctions for the third straight year as the “Best Large Domestic Airline (economy class)” and “Best
Inflight Entertainment (domestic flights)” in the 2010 Zagat Airline Survey. Additionally, the JetBlue
Experience won us “Best Cabin Ambiance” at the 2010 Passenger Choice Awards of the Airline Passenger
Experience Association. According to Satmetrix, we were also recognized as the leader in the 2010 Net
Promoter Industry Benchmarks for customer loyalty in the airline category.
Strength of Our People. We believe we have developed a strong and vibrant service-oriented company
culture built around our five key values: Safety, Caring, Integrity, Fun and Passion. Our success depends on
our ability to continue hiring, retaining, and developing people who are friendly, helpful, team-oriented and
committed to delivering the JetBlue Experience to our customers. Our culture is reinforced through an
extensive orientation program for our new employees which emphasizes the importance of customer service,
productivity and cost control. We also provide extensive training for our employees, including a leadership
program and other training that emphasizes the importance of safety. During 2010, we invested in front line
training for our customer service teams to reinforce the importance and value of the customer service
experience.
None of our employees are currently unionized. We believe a direct relationship with JetBlue leadership,
not third-party representation, is in the best interests of our employees, customers, and shareholders. We enter
into individual employment agreements with each of our Federal Aviation Administration, or FAA, licensed
employees, which consist of pilots, dispatchers and technicians. Each employment agreement is for a term of
five years and renews for an additional five-year term unless the employee is terminated for cause or the
employee elects not to renew. Pursuant to these agreements, these employees can only be terminated for cause.
In the event of a downturn in our business that would require a reduction in work hours, we are obligated to
pay these employees a guaranteed level of income and to continue their benefits. In addition, we provide what
we believe to be industry-leading job protection language in the agreements in the event of a merger or
acquisition scenario, including the establishment of a legal defense fund to utilize for seniority integration
negotiations.
Our full-time equivalent employees at December 31, 2010 consisted of 1,897 pilots, 2,039 flight
attendants, 3,393 airport operations personnel, 491 technicians (whom others refer to as mechanics), 1,066
reservation agents, and 2,586 management and other personnel. At December 31, 2010, we employed
9,626 full-time and 3,322 part-time employees.
Our leadership team has extensive and diverse airline industry experience and strives to communicate on
a regular basis with all JetBlue employees, keeping them informed about JetBlue events and soliciting
feedback for ways to improve our service, teamwork and employees’ work environment.
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