A Shocking Email From JetBlue

The note just landed in my inbox: “Thank you for jetting with JetBlue Airways on flight #185 from Kennedy on July 25, 2008. We apologize that the DIRECTV(r) was inoperable during your flight. As a gesture of apology and goodwill, we have issued each customer on your flight a $15 JetBlue electronic Voucher. ... JetBlue Vouchers are valid for one year and can be applied towards airfare on JetBlue Airways reservations.” Oh, JetBlue, I didn’t know you cared.

It’s not about the 15 bucks, of course. It’s that you thought of me and my five harrowing hours of electronic entertainment deprivation—no CNN, no VH1 Classics, not even a a few minutes of that New York Times interview show that repeats over and over again —and you did something about it. Thank you.

Some may say I shouldn’t be surprised by your gesture. They may argue that my level of appreciation far exceeds what it should be, and that it is simply further evidence of just how far customer satisfaction and consumer expectations have sunk.

And perhaps they’re right.

Nevertheless, on this morning, you have exceeded this traveler’s low expectations, and for that I’m grateful.

Photo by Cubbie n Vegas via Flickr, (Creative Commons).

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