JetBlue at JFK — Is this any way to test a terminal?
British Airways’ new Terminal 5 ended up in the travel history books when the terminal was inaugurated in late March 2008 before the kinks were worked out. During the opening weekend, many flights were cancelled, tens of thousands of bags were lost and many passengers had to decide whether or not to fly with their luggage.
All of the problems weren’t short term — Some travelers who flew a few days after the terminal opened did not get their luggage for almost four weeks and British Airways had to lengthen minimum connecting times to two hours for passengers passing through the new terminal.
Now, JetBlue is preparing to open their own new Terminal 5 at JFK in September. The new terminal will double their space at the airport. Among other amenities, it will feature a 20 lane security checkpoint, and direct access to the JFK Airtrain by a covered bridge. (Here is a slide show of the new terminal that incorporates the classic TWA terminal designed by Eero Saarinen.)
Though the terminal itself is an architectural work of art, JetBlue is not taking any chances with the operational side of the terminal and all of its systems from check-in facilities to baggage handling. Acutely aware of the British Airways Terminal 5 experience, JetBlue is looking for guinea pigs to fully test their JFK Terminal 5 systems.
JetBlue put out the call for 1,000 of its frequent fliers to come to JFK on August 23. Those volunteers will check bags that jet Blue will give them, go through security and wait at the assigned gate for their imaginary flight. As compensation the airline is offering unspecified goodies, free parking and a lunch.
Aside from the obvious jokes about how waiting at your gate for a flight that isn’t going to take off has been a regular occurence for many airline passengers, is using frequent fliers really the best way to test a new terminal?
A thousand frequent fliers will know the drills, they will smoothly remove their belts and shoes, take cellphones and coins out of their pockets and follow instructions given by airport personnel.
Wouldn’t a more accurate test be to get a thousand infrequent fliers; families with crying babies and children with metal toys in their pockets, travelers who don’t fly often enough to have heard about the liquid/quart bag rule and vacationers who bring all sorts of heavy, odd-sized and unusual luggage. Not to mention those who forget their identification.
Now that, it seems, would be a real, and more accurate, test of the system.
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3 Responses to “JetBlue at JFK — Is this any way to test a terminal?”
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Did you see the new terminal at Heathrow…? hears a good game; how to make the same mistake even when you’ve seen it happen the first time.
Why do the exact same thing? Heathrow, so smug with there technological masterpieces only to see all the cogs and whistles blow up in their faces.
Why would Jet Blue do the same, to say we can screw it up better than you? Be creative give the place a real test! I agree, get the families in there; the average Joes let the kids run riot setting off the machines… You cant fix it if you don’t break it, and if you don’t break it you wont know what was wrong with it to fix when it does break. But Christ it’s gonna suck in the meantime.
I wait with baited breath to hear the final results of there testing.
I’m sure the opening day will be as much a success as Heathrow…
Why is it always assumed that travelers with screaming babies are infrequent travelers who don’t know the ropes? I travel frequently with two screaming babies, two carry ons, a laptop and a stroller, and I can get through security faster than some “seasoned” travelers who think rules and regulations don’t apply to them and who must remained glued to a cell phone at all times.
But yes, sweeping generalizations aside, you’re absolutely right — they should be testing a mixed bag of travelers to truly challenge the system. That includes doing something to tick off everyone — every mock traveler, every employee — before they get there so that everyone is well and truly about to explode when they arrive at the airport. That would be a true test scenario!
You’re right, Amy. Not meaning to tar all families travelling with the same brush. And I actually have some infrequent travellers who are methodical, careful, and incredibly organized at the airport.
Plus heaven knows there are some regular travellers who can cause all sorts of trouble - had one business client.almost get arrested over a half empty shampoo bottle, and others just forget to think.
I like your idea though, maybe add a few traffic jams on the way to JFK, plus tell some of these people on imaginary flights that their flight has been cancelled and they are rerouted through Las Vegas, tomorrow, etc….