JetBlue +

What would make JetBlue even better than it already is? As an aside, I love flying Jet Blue, and racked up over 40 flights on the airline last year, but it is already showing cracks in its customer service. I hope they don’t let that continue to slide.

Back to the topic: what would make it even better? WiFi on the planes. Jetblue already offers free wireless in their JFK hub, but they now plan to offer it onboard. Smart move.

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3 Comments

  1. Posted 6/4/2006 at 11:21 pm | Permalink

    In retrospect, it’s not possible that I made 40 flights :). It must be closer to 25. I’m trying to work backwards from something like 220 True Blue points.

  2. JFK passenger
    Posted 2/18/2007 at 5:10 pm | Permalink

    The customer service is terrible. It is being run by young inexperienced
    personel. If you fly with JetBlue, then you will not recieve your refund
    after the recent cancelations due to weather. that is crappy

  3. Petetr
    Posted 6/12/2007 at 6:28 pm | Permalink

    They do not seem to learn. Below an experience for me over the last couple of days flying from JFK to Logan and back, during which I spent at least 12 hours waiting on and off planes… I sent the letter below to them, it is going to be interesting to see if and how they respond… Maybe you can get the CEO to listen to this and try to get a simple thing right: leave and land on time. That would make me extremely happy!

    Hi,

    I’d like to share some very recent experience with your airline which made me feel very strongly negatively about your airline. And the ‘Bill of Rights’ seems more like a nice P&R gag with no real meaning whatsoever.

    1) On Monday, June 10th I was booked on the flight at 18:40 from JFK to Logan. The flight kep on being delayed and delayed until around 8pm or so we finally boarded. It took another almost 3 hours for the plane to take off, which we spent on the tarmak! sounds familiar? I thought so… INstead of being in Boston around 8pm for dinner with friends, I was there at 2am!!!! An had an important meeting at 8:30 in Camebridge. Great.

    2) Today, on Tuesday, June 11th, I am book on the flight 1017, leaving 18:40 fomr Boston to JFK. And just when I get to the gate, I am told that the information on your webpage and the monitors (which said a delay until 7:10) was inaccurate. We will be leaving at the earliest! 10:30pm!!! So I will spend another 5 hours wasted here at the airport.

    3) You claim to provide internet at JFK yet it has not worked any of the last 8 times or so I was there. It is either down, or wrongly configured, or simply with a horrible signal. What a fraud.

    4) Here at Logan, even better, you do not offer internet, not even a whole lot of plugs are available (there are all but 2 here around the gate area (29th-3xish)

    5)I do not recall a SINGLE TIME my flight between JFK and Boston has been on time!!!! Please feel free and check into my flight records and check the percentage yourself of flights that actually land on time!

    6)Remember – happiness(or customer satisfaction) is the difference between expectation and reality. And as far as I can tell, you are running a brand-campaign based on the great ‘JetBlue experience’. Unfortunately that experience has all but deteriorated to a painfull drudgery of eternally delayed flights and failed promises. Is this just an experiment in “how much can we fool those people to stay our customers”?

    I’d appreciate a personal response from someone in a meaningful position to instigate some change (or let me know that no change is planned so that I can stop bothering to fly with you and move on). Trust me, a general canned ‘we are sorry, there is nothing we can do. Its weather or the bad people at JFK or the bad people at Logan or whatever’ is not going to do it.

    I’ll try to find your head of customer relationship and email him/her this letter or post it at some blogs he/she might read, yet I’d appreciate if you can be so kind and forward it to him/her directly.

    If you’d like to reach me, I’ll be here at Logan for the next few hours it seems…

    Cheers

    Peter

One Trackback

  1. By Travel Blog on 6/10/2006 at 1:17 pm

    Cracks At JetBlue…

    As long as the cracks are in JetBlue’s customer service and not their planes…….

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