A Shocking Email From JetBlue
Travel Blog • Jim Benning • 07.31.08 | 11:27 AM ET
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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Jim Benning is the editor and co-founder of World Hum.
Angel Vega 07.31.08 | 7:19 PM ET
I can tell alot about this passenger since he watches CNN & VH1. I myself would be dissappointed if I were not able to watch my Fox News Channel.
Anthony Spatziano 07.31.08 | 7:19 PM ET
I just received an identical email from our five hour wait on the run way on the 27th. It was a nice surprise! Good on ya JetBlue!
Julie 07.31.08 | 10:39 PM ET
Wow, I think my brother was on your flight. I’ll have to check the email we used to book the flight to be sure that he gets a voucher too. He was complaining about not being able to watch it on the way to Richmond. Bummer! Thanks JetBlue.
Doris 07.31.08 | 11:44 PM ET
That’s just great. I however was not as appreciated. Recently my flight from JFK was canceled.I was traveling with my 11 yr old son. I was told basically tough luck. The counter clerk said the cancellation was due to “anticipated bad weather”. The sky was bright blue. The next day however my flight left in the midst of a thunder storm . We did sit on the runway for about one hour but we took off. I beleive that Jetblue canceled my original flight because it was not full. Shame on you Jetblue. I was very disappointed.
Steve 08.01.08 | 10:19 AM ET
Doris, I know cancelations do to anticipated bad wx really affect real peoples lives. If an airline does not shrink its operation prior to the arrival of bad wx it 1) creates a risk of last minute cancelations which are even more inconvenient 2)will be pushing too much capacity through the ATC system which causes cascading broken itineraries with the end result of disrupting 10 fold more passengers.
Not precancelling flights when severe weather is approaching is irresponsible. We as an indusrtry must do more to de-mystify the way airlines are run. A lot of it really does make sense. Explaining is just basic regard for people affected. The TV voucher is an example of the basic regard this industry needs a lot more of.
Grizzly Bear Mom 08.01.08 | 11:35 AM ET
Nice of JetBlue to recongize customers’ inconvenience, but what do I do with a $15 voucher? And thanks for the explantion Steve. It only seems logical that weather must be good at both ends for a flight to take off. When traveling I always bring a good book to read, as welas earplugs, sunglasses (and Benadryl on long flights)to faciliate sleeping.
David 08.02.08 | 4:49 AM ET
Once you have $15, you would like to use it for next flight, and the fist carrier you would think about is JetBlue. They will have it back then. You lose again.
schalice 08.02.08 | 12:27 PM ET
You can buy 5 mojitos for $15 on your next flight:
http://news.cheapflights.com/airlines/2008/08/new-in-flight-b.html
Azure 08.02.08 | 5:30 PM ET
Just to let you know Doris, JetBlue doesn’t cancel flight because of lack of passengers. I have seen their flights go out with 1 passenger. When they say the canceled a flight due to anticipated weather, that’s exactly why they canceled it. They try not to d*ck you around.
Camels & Chocolate 08.04.08 | 2:08 AM ET
I love JetBlue. I am frustrated, however, that I have a free round-trip ticket that expires in February, and nearly every date from now until then from San Francisco to essentially every city on that route is booked or a black-out date.
Teresa 08.04.08 | 2:44 AM ET
Aloha,
I gotta say “good on you JetBlue” I’ve never flown with you but being a Travel Agent of 20 something years and to have an airlines even acknowledge the passenger and the problem, then offer an actual solution of the $15.00 voucher is absolutely amazing.
I will fly Jet Blue someday. You can look at the glass 1/2 full. At least Jet Blue is making an effort. Kudos to you.