A few weeks ago I suggested that airlines might be able to fend of a Passenger Bill of Rights by adopting key elements of the proposed law in their contracts of carriage. I didn’t think any airline in its right mind would go that far. But that was before Jet-Blew it on Valentine’s Day.
Now, JetBlue has introduced a customer bill of rights that it says it plans to add to its contract.
For the record, I think David Neeleman is one of the good guys. His airline is better than most, and I hate seeing him on that YouTube video, all tired-looking and flustered and stammering. A little contrition is not bad, but David looks as if he’s been tortured.
I think the real questions is: Can JetBlue’s attempt to police itself stop the other Passenger Bill of Rights from passing.
Let’s have a look at JetBlue’s promises …
1. JetBlue will notify customers of delays prior to scheduled departure, cancellations and their cause and diversions and their cause.
Please tell me you guys were doing this before Valentine’s Day.
2. All customers whose flight is cancelled by JetBlue will, at the customer’s option, receive a full refund or reaccomodation on a future JetBlue flight at no additional charge or fare. If JetBlue cancels a flight within 12 hours of scheduled departure and the cancellation is due to a Controllable Irregularity, JetBlue will also provide the customer with a Voucher valid for future travel on JetBlue in the amount paid to JetBlue for the customer’s roundtrip.
But you already have provisions for reimbursing passengers during a mechanical delay in your contract of carriage. And I have a question about those vouchers — but I’ll get to that in a sec.
3. Customers whose flight is delayed prior to scheduled departure for 1-2 hours due to a Controllable Irregularity are entitled to a $25 Voucher good for future travel on JetBlue. Customers whose flight is delayed prior to scheduled departure for 2-4 hours due to a Controllable Irregularity are entitled to a $50 Voucher good for future travel on JetBlue Customers whose flight is delayed prior to scheduled departure for 4-6 hours due to a Controllable Irregularity are entitled to a Voucher good for future travel on JetBlue in the amount paid by the customer for the oneway trip. Customers whose flight is delayed prior to scheduled departure for more than 6 hours due to a Controllable Irregularity are entitled to a Voucher good for future travel on JetBlue in the amount paid by the customer for the roundtrip.
What, exactly, is a “controllable irregularity”? How is it different from a mechanical or operational delay? And these vouchers, are they good anytime for any flight, or do they have blackout dates and expire after a year? Come on. Let’s get specific.
4. Customers who are involuntarily denied boarding shall receive $1,000.
Nice try. In 2006, JetBlue bumped only 126 passengers from its flights, according to the Department of Transportation (see Passengers Denied Boarding).
5. For customers who experience a Ground Delay for more than 5 hours, JetBlue will take necessary action so that customers may deplane.
Oh, so you promise not to hold us hostage for more than five hours? Thanks a lot.
6. Customers who experience a Ground Delay on Arrival for 30-60 minutes are entitled to a $25 Voucher good for future travel on JetBlue. Customers who experience a Ground Delay on Arrival for 1-2 hours are entitled to a $100 Voucher good for future travel on JetBlue. Customers who experience a Ground Delay on Arrival for 2-3 hours are entitled to a Voucher good for future travel on JetBlue in the amount paid by the customer for the oneway trip. Customers who experience a Ground Delay on Arrival for more than 3 hours are entitled to a Voucher good for future travel on JetBlue in the amount paid by the customer for the roundtrip.
Giving us more funny money? Alright, then.
7. Customers who experience a Ground Delay on Departure for 3-4 hours are entitled to a $100 Voucher good for future travel on JetBlue. Customers who experience a Ground Delay on Departure for more than 4 hours are entitled to a Voucher good for future travel on JetBlue in the amount paid by the customer for the roundtrip.
Whatever!
Bottom line: this Customer Bill of Rights is a slick attempt attempt to win back customers. Its promises are enticing but ultimately empty. JetBlue didn’t need to do this, because it already has a terrific product — even with the V-D meltdown on its record.
I’d love to see a real legacy carrier adopt something similar. Giving their involuntary denied-boards $1k, now that that would be interesting.
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{ 2 comments… read them below or add one }
If I were president of JetBlue I would immediately start a summer sale with great rates to draw back passengers. No one can resist a sale.
NO the airlines cannot police themselves. That’s pretty obvious considering the state we’re in now. Just because they can come up with an aesthetically pleasing document before the government does is not a good reason for the government to back off. JetBlue normally has pretty good service, but they give themselves permission to change said document any time they run into some provision that doesn’t suit. As soon as the media scrutiny has moved on to another shocker, their “bill of rights” will be forgotten and they’ll be free to do as they please.