If you were trying to fly in or out of the North East U.S. a few weeks ago you’ll no doubt remember the problem JetBlue was having in keeping flights in the air and on schedule.
The problems started with an ice storm that naturally led to flights being grounded, but once air travel resumed JetBlue found itself lagging in getting their operation running again. We all know things happen and in this case JetBlue dropped the ball. However their response to the situation is more telling about the company than the temporary problems they faced.
As someone who had flown JetBlue I received an email a few days after the events as did all JetBlue customers. The email was a customer bill of rights to insure the company remains accountable for its service in the future. Included in the customer’s rights are vouchers up to the price of the one way ticket for long controllable delays.
Additionally the airline is taking an internal look at why they had the issues they had during the weather emergency and taking measures to make sure something similar doesn’t happen again. Much of the measure involve hiring and training additional staff and improving the flow of information to it’s customers.
A lot of companies point to their superior customer support as part of their marketing. For most companies this is little more than lip service. JetBlue is showing with their apology, their customer bill of rights, and their internal improvements that customer service is more than just a promise from them. The company is
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