JetBlue Makes Nice

There is no telling what I would do if I got stuck on a plane for nine hours. I imagine that by hour six the batteries of both my cell phone and my laptop would be dead, and I would have read Jane cover to cover, twice. I would probably entertain the in-flight reading materials, too. But after memorizing all possible emergency exit routs and having a semi-interesting conversation about the use of seat cushions as floatation devices with the person in front of me, I would resolve to uncontrollable sobbing. So I can see why jetBlue would be in a rush to make nice with their customers.

The same day that jetBlue held their passengers captive for almost half a day in what can only be described as an unfortunate climate-dictated fiasco in NYC, I was enjoying a two-hour departure delay at Long Beach due to the inclement weather at my home destination of Chicago. Airline in question: jetBlue.

I used my unplanned down time wisely. I wrote an article reviewing my experience with jetBlue. The short version: I love them and all their passenger perks (read the long version here). While I was diligently typing, the jetBlue crew kept us up-to-date on the snow storm in Chicago and any changes in our departure and arrival times. The thing is this - Chicago, much like New York, gets snow, and there is a long-standing expectation that flights will be delayed in and out of the airports when a snow storm hits. As a reasonable person, I understand this. I know you understand this too. Although, it's a strong probability we don't have nine hours worth of understanding.

So we were late in leaving Long Beach. It was warm there, and the airport is small enough to allow for going outside, to hang out and breathe in some cab fumes and cigarette smoke. We left approximately an hour and a half after our scheduled departure time, which, in the grand scheme of things, is not bad. We arrived in Chicago four or so hours later - it was midnight in local time and all I kept thinking was, I'll be in my own bed in an hour. Hah!

Snow storms are tricky. The plane and (obviously) all of us on it were stuck on the tarmac, unable to taxi to the gate. For. Two. Hours. Apparently, another plane was being de-iced (for the record, I hate flying, and would never get on anything that requires de-icing before departure).

The jetBlue crew kicked butt. First, they announced their apology, as well as their shared frustration about our predicament. Second, they promptly walked up and down the aisle, serving additional beverages and snacks, offering pillows and blankets, and their genuine sympathy. Third, they kept us informed. They covered the basics of good customer service.

Was the delay frustrating? Of course. Did I displace my anger at the airline? Well, last I checked, they don't control the Midwest climate, so...no. Was I happy not to be flying from New York? You bet!

I watched the CEO of jetBlue hit the media circuit following hundreds of canceled flights and ridiculously long delays. In particular, his appearance on The David Letterman Show floored me. He seemed genuinely upset and sorry, as well as reassuring that the airline is putting a program in place to prevent such delays and cancellations from happening again. When was the last time you saw an executive, of an airline company nonetheless, offer a genuine apology for what are somewhat preventable mistakes? (Pause) Are you still thinking? Yeah, me too.

A week after my trip, an email with the following subject line appeared in my inbox:

Compensation for your delayed flight #123

The email (although not in its entirety) read:

Dear Nada,

Thank you for flying with JetBlue Airways on flight #123 from Long Beach on February 13, 2007. We regret that we did not operate your flight as scheduled and sincerely apologize for the inconvenience the delay at the gate may have caused you.

To thank you for your understanding, we have issued you a $25 JetBlue electronic voucher. When you are ready to use your voucher, please call 1-800-JETBLUE with your confirmation number ###. (Some legal stuff about voucher use was included here)

We thank you for choosing to fly with JetBlue Airways and hope you will continue to look to us for your travel needs. We look forward to welcoming you onboard with us again soon.

Sincerely,

JetBlue Airways

I gotta tell ya' - I've been delayed for far longer than four hours and never received so much as an apology from the flight crew of other airlines. I didn't expect this gesture. I did nothing to ask for this voucher (and I will ask when I'm unhappy) which is why it carries more than $25 in value. How can I jump on the complaint wagon and question practices of a company whose clear priority is customers' satisfaction? I just can't do it.

For the record (especially being how this is my second article on the airline), I am not in any way affiliated with these guys. I am just rarely impressed by companies, and so, when I am, I feel compelled to share.

Go ahead...ask me. Yes, I will fly jetBlue again. And I very much look forward to using my voucher.

Well done, jetBlue. Well done!