A few weeks ago, I asked Michelle Hansen, JetBlue’s director of customer support operations, if I could interview her about customer service issues. She later asked Morgan Johnston, JetBlue’s manager of corporate communications, to field my questions. Here are their answers.
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JetBlue Airways
That would be JetBlue Airways, according to the latest Transportation Department figures. Flight 12 from New York to Syracuse was delayed on the tarmac 328 minutes on June 26, which makes it the tarmac delay winner of the month.
JetBlue’s customer service reputation trends toward the extremes. It’s either really good, with friendly flight attendants, superior onboard amenities, generous legroom and many other customer-friendly practices. Or it’s really bad (think passengers stranded on the tarmac during an ice storm or grandmothers being threatened with arrest for videotaping other passengers). More often than not, though, JetBlue does right. Hopefully you won’t have to use these names.
Who are the most influential Twitter users in the travel business? That’s an easy question to ask, but a hard one to answer. Here it goes, anyway …
Discount carriers used to be the darlings of air travelers, if not travel columnists. With low fares and high standards of customer service, what wasn’t to like? That was then. This is now.
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