JetBlue Airlines 2011 Annual Report Download - page 13

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use of technology without compromising our commitment to customer service or safety. Through ongoing
collaboration with our internal Values Committees, which have been established for each of our major work
groups, we ensure we have the input of peer-elected frontline Crewmembers to help us manage and run the
business in the most productive and efficient way.
None of our employees are currently unionized. We believe a direct relationship between JetBlue employees
and its leaders – 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, technicians and inspectors.
These agreements are intended to drive higher levels of engagement and alignment with the Company’s financial
success. 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, including the establishment of a legal defense fund to use for
seniority integration negotiations.
Our leadership team has extensive and diverse airline industry experience. They strive to communicate on a
regular basis with all JetBlue employees. They believe in maintaining a direct relationship with all employees
and keeping them informed about results and challenges affecting the airline. Effective and frequent
communication throughout the organization is fostered through various means, including periodic employee
satisfaction surveys, a quarterly magazine, active leadership participation in new hire orientations and periodic
open forum meetings across our network, called “pocket sessions,” which are often videotaped and posted on our
intranet. By soliciting feedback for ways to improve our service, teamwork and work environment, our
leadership team strives to keep Crewmembers engaged and make our business decisions transparent.
Our full-time equivalent employees at December 31, 2011 consisted of 2,168 pilots, 2,326 flight attendants,
3,560 airport operations personnel, 509 technicians (whom others refer to as mechanics), 805 reservation agents,
and 2,726 management and other personnel. At December 31, 2011, we employed 10,243 full-time and 3,779
part-time employees.
Offerings
We believe we offer our customers a distinctive flying experience, which we refer to as the “JetBlue
Experience” by offering what we believe to be the best domestic core product and providing our customers more
value for their purchases. Our marketing objectives are to attract new customers to our brand and give our current
customers reasons to come back to us time and time again. A key objective of ours is that competitive fares and
quality air travel need not be mutually exclusive. Our competitive fares, high quality product and outstanding
customer service create the overall JetBlue Experience that we believe is unique in the domestic airline industry.
Key to what we offer to our customers is how and where we offer our service while maintaining a low cost
structure relative to our network and superior product level.
High Quality Service and Product. Onboard JetBlue, customers enjoy new aircraft with roomy leather
seats and more legroom than other domestic airlines provide in their coach (and on some, premium) service. Our
aircraft’s inflight entertainment systems include 36 channels of free DirecTV®, 100 channels of free XM satellite
radio and premium movie channel offerings from JetBlue Features®, our source of first run films. Our onboard
offerings also include an assortment of free and unlimited brand name snacks and beverages. Additionally,
customers can purchase premium beverages and food selections and specially-tailored products for overnight
flights.
All of our aircraft are equipped with leather seats in a comfortable single class layout. Our Airbus A320
aircraft, with 150 seats, has a wider cabin than both the Boeing 737 and 757, aircraft operated by many of our
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