PART I  ITEM 1 Business than those offered by other U.S. airlines. We expect to complete the  retrofit of our Airbus fleet with Fly-Fi ™  by the end of 2014 and anticipate  retrofitting the Embraer fleet shortly thereafter. We announced our premium  transcontinental service, Mint ™ , which is scheduled to commence  June 2014. Mint ™  is designed to include 16 fully lie-flat beds, four of which  will be in suites with privacy door a first in the U.S. domestic market. We offer our customers a distinctive flying experience which we refer to as  the “JetBlue Experience”. We believe we deliver award winning service which  focuses on the customer experience from booking their itinerary to arrival  at their final destination. Typically our customers are neither the high-traffic  business travelers nor the ultra-price sensitive travelers. Rather, we believe  we are the carrier of choice for delivering a differentiated product, brand and  award winning customer service to the majority of travelers who have been  underserved by the other airlines. of the first Airbus A321 aircraft in our fleet, which was placed into service  in December 2013 with 190 seats. Beginning in June 2014 we plan to  introduce a number of Airbus A321 aircraft which include our premium  transcontinental service, Mint ™ . We anticipate this service will include 16  fully lie-flat beds, four of which will be in suites with privacy doors, a first  in the U.S. domestic market. We intend that Mint ™  customers will have  access to a 15-inch flat screen with up to 100 channels of DIRECTV ® , 100+  channels of SiriusXM ®  radio and access to an assortment of complimentary  food and beverages. In addition to our core products we also sell vacation packages through  JetBlue Getaways ™ , a one-stop, value-priced vacation service for  self-directed packaged travel planning. These packages offer competitive  fares for air travel on JetBlue, along with a selection of JetBlue-recommended  hotels and resorts, car rentals and attractions. We work to provide a superior air travel experience, including communicating  openly and honestly with customers about delays and service disruptions.  We are the only U.S. major airline to have a Customer Bill of Rights, a  program introduced in 2007 to provide for compensation to customers  who experience avoidable inconveniences as well as some unavoidable  circumstances. It also commits us to high service standards and holds us  accountable if we do not. In 2013, we completed 99.2% of our scheduled  flights. Unlike most other airlines, we have a policy of not overbooking flights. Our customers have repeatedly indicated the distinctive JetBlue Experience  is an important reason why they choose to fly us over other carriers. We  measure and monitor our customer feedback regularly which helps us  to continuously improve customer satisfaction. One way we do so is by  measuring our net promoter score, or NPS. This metric is used by companies  in many industries to measure and monitor customer experience. Many  of the leading consumer brands that are recognized for great customer  service receive high NPS scores. We believe a higher NPS score has  positive effects on customer loyalty and leads to increased revenue. We are predominately a point-to-point system carrier, with the majority  of our routes touching at least one of our six focus cities. During 2013  approximately 90% of our customers flew on non-stop itineraries.  Airlines with a strong leisure traveler focus are often faced with high  seasonality. As a result we are continually working to manage our mix of  customers to include business travelers as well as travelers visiting friends  and relatives (VFR). VFR travelers tend to be slightly less seasonal and  less susceptible to economic downturns than traditional leisure destination  travelers. Understanding the purpose of our customers’ travel helps us  optimize destinations, strengthen our network and increase unit revenues. Delivering the JetBlue Experience to our customers through our differentiated  product and service is core to our mission to inspire humanity. We look  to attract new customers to our brand and provide current customers  reasons to come back to us. A key element of our success is the belief  that competitive fares and quality air travel need not be mutually exclusive. Our award winning service begins from the moment our customers  purchase a ticket across a variety of our distribution channels such as  www.jetblue.com , our mobile applications or our reservations centers. Upon  arrival at the airport they are welcomed by our dedicated Crewmembers  and can experience a variety of products including having their first checked  bag for free. They can also purchase one of our ancillary options, such  as Even More ™  Speed, which allows them to enjoy an expedited security  experience in most domestic JetBlue locations. Once onboard, customers enjoy leather seats in a comfortable single  class layout and the most legroom in the main cabin of all U.S. airlines  (based on average fleet-wide seat pitch). Customers who have purchased  our Even More ™  Space seats enjoy additional legroom; these seats  are available on all of our aircraft. Our in-flight entertainment system include  36 channels of free DIRECTV ® , 100 channels of free SiriusXM ®  satellite  radio and premium movie channel offerings from JetBlue Features ® , our  source of first run films. All customers can enjoy an assortment of free  and unlimited brand name snacks and beverages as well as having the  option to purchase premium beverages and food selections. They also  have the option to purchase specially-tailored products such as our  “blanket & pillow” set. In December 2013 we began to retrofit our fleet with  Fly-Fi ™ . This connectivity is significantly faster than the in-flight connections  offered by other U.S. airlines and allows for high-quality video streaming  for all customers onboard. We expect installations to be completed on  our Airbus fleet in 2014, after which we plan to begin installations on our  EMBRAER 190 fleet. Our Airbus A320 aircraft have 150 seats and a wider cabin than both the  Boeing 737 and 757 aircraft operated by many of our competitors on their  domestic routes. Our EMBRAER 190 aircraft have 100 seats arranged in  a two-by-two seating configuration. In October 2013 we received delivery  JETBLUE AIRWAYS CORPORATION  -  2013 Annual Report 07 Network/ High-Value Geography Differentiated Product and Service The JetBlue Experience and Strategy • TrueBlue and partnerships  - In June we announced members of our  TrueBlue frequent flyer program could earn and keep points without  expiration. In October we became the first U.S. airline to offer family  pooling where families and small groups can now elect to earn and share  TrueBlue points, free of charge. Our customers determine their own  “family”. Additionally, we expanded our portfolio of commercial airline  partnerships throughout the year and began codeshare agreements  with current partners Emirates in October and South African Airways  in December. • Customer Service  - We were recognized by J.D. Power and Associates for  the ninth consecutive year as the “Highest in Airline Customer Satisfaction  among Low-Cost Carriers.” We were additionally recognized by Airline  Ratings as the “Best Low Cost Airline – The Americas” receiving 7/7  stars for safety, and 5/5 stars for our product offering. • Network  - We continued to expand and grow in our high-value geography.  Specifically, we grew our Boston network with nearly 80,000 flights in  2013. We are now the largest carrier in Boston and account for more  than 30% of all flights by U.S. carriers from this airport. We expanded  operations in San Juan, Puerto Rico and built relationships with smaller  airlines throughout the Caribbean to help feed these operations. We  are working with the local authorities of Broward County, Florida,  who have committed to runway and terminal expansion plans at Fort  Lauderdale-Hollywood Airport. These plans align with our future plans  at Fort Lauderdale-Hollywood of growing to 100 flights per day.