For almost a year now, I've had a problem where about JetBlue's reservation process hangs at payment. I have a very standard technical environment (Win7, IE8, all software current) and have repeatedly contacted JetBlue about this issue.
"very concerned" ... "thank you for speaking up" ... "call and we'll book it manually" ....
Actually, that's not quite true. I now notice that their special process to report problems on their web site now has a selection specifically to report that the payment process hung up.
Do you think perhaps their priorities are wrong? Wouldn't it make more sense to fix the reservation process than to develop special functions to report bugs in it?
At this point, this is clearly a management issue. They simply don't care.