As Paul has mentioned, I’m pretty impressed by this whole Jet Blue thing. I’ve never flown JB, but given how quickly they’ve stepped up and admitted to a problem and tried to find a reasonable solution, I wouldn’t hesitate to give them a shot.
So why the heck can’t other airlines follow suit? Or better yet, lead the way. Maybe I just have bad travel luck, but I haven’t been on an on-time flight in as long as I can remember. And I’m not talking "your pizza is two minutes late, I’m not paying" kind of late. I’m talkin’ HOURS late. Case and point…this weekend I flew round trip from New York to DC. I was all set to take the train, but the plane ticket was actually cheaper and it was supposed to save me about an hour of travel time. Let’s just say I’ll be taking the train next time.
The air travel industry consistently offers horrendous service and allows no recourse for the customer. They’ve taken every step they can think of to wring pennies from travelers while at the same time cutting back on service. I’ve even heard rumors lately that they’re going to start charging for checking a second bag.
"Ok," you say, "but we know that. We’ve come to expect it. It’s just part of life these days." Yeah, I guess it is. But from a branding standpoint, what’s that say? Is it even possible to turn these brands around at this point? Can anyone build American Airlines into shining example of what air travel is supposed to be, or is the brand so tarnished that they’d be better off scrapping it and starting over?
It’s like trying to decide which shipping service to use. In reality, they all stink. Someone has a horror story about all of them. But there are only three or four choices, so you continue to suck it up and use them.
I think there’s a huge opportunity here. The airline that can rebrand itself in a positive light could really corner the market. Jet Blue has taken responsibility. Unfortunately, as evidenced by the comments on Paul’s post, a lot of people can’t fly JB even though they’d like to. And many are lamenting that after seeing them stand up and take responsibility for a bad situation.
Anyway, what do you think? And sorry, this wasn’t supposed to turn into another Jet Blue post. Just kind of happened.
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