Comment by Cam Beck

February 20, 2007 @ 4:08 pm

This JetBlue policy actually has the appearance of being fair. I’ll be interested in seeing if they are proactive about it, or if they require the people who are inconvenienced be inconvenienced again by forcing them to first file a claim in triplicate to the FAA, JetBlue customer service, et al. It’s interesting to see how they are responding to the black eye. They’re not just throwing up their hands and saying, "What the heck do you want us to do about it!" In the long run, that strategy should pay big dividends.Wish I could fly them, too. The last time I flew, I was delayed five hours for weather related problems that had nothing to do with either my departure city or my destination city… (the plane I was waiting on was delayed elsewhere) and I didn’t get a dime in compensation.  

Comment by Jaynie.K

February 20, 2007 @ 5:23 pm

good for them.  jet blue continues to impress me.

Comment by Matt Dickman

February 20, 2007 @ 9:59 pm

I think the real key here is, did this personally connect with the people who were delayed or, worse yet, stuck on a plane with no food for 11 hours. If they were the low price for a flight I would probably fly them because I wasn’t effected. I think it’s a good start toward reassuring customers of their dedication to customer service. 

Pingback by Jetblue did it right « thoughts on awesome

January 11, 2008 @ 10:53 am

[…] To (almost) quote Paul McEnany from Beyond Madison Avenue: “You can tell their CEO actually gives a [crap], and the company turned circles to make sure we all knew that.” […]

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