You’ve never heard of these people, but they’ve changed the way you fly

Their advocacy results in big, embarrassing airline fines. They’ve helped create federal agencies that make air travel safer. And they’ve brought competition and transparency to the skies. Read more “You’ve never heard of these people, but they’ve changed the way you fly”

The truth about publishing executive contacts? No one else is this crazy

Susan Kelly’s grateful emails are the kind any consumer advocate lives for.

“As a faithful reader of your column, I have learned many worthy travel-related tips,” she began. “I had been fairly lucky in my own travels and avoided many problems your column discusses.”

But her luck changed recently when her father suddenly fell ill and passed away. Read more “The truth about publishing executive contacts? No one else is this crazy”

JetBlue Airways

http://www.jetblue.com
11829 Queens Blvd
Forest Hills, NY 11375-7212
(718) 286-7900

Customer Relations
PO Box 17435
Salt Lake City, UT 84117-0435
(801) 365-2470

How to get through to an operator: press “0.”

Overview

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.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Contract of carriage
Customer bill of rights
Email form

Primary e-mail

DearJetBlue@jetblue.com

(A JetBlue insider notes: “We are all best reached by emailing DearJetBlue@jetblue.com through our email management software.”)

Primary contact

Sharon Evans
Corporate customer support
(801) 993-6726
sharon.evans@jetblue.com

Debbie Castleton
Corporate customer support
(801) 365-2406
debbie.castleton@jetblue.com

Shauna Seymour (personal injury claims)
Specialist customer support
(801) 365-2493
shauna.seymour@jetblue.com

Jenna Peterson (ADA concerns)
Specialist customer support
(801) 365-2361
jenna.jeterson@jetblue.com

Secondary contacts (*)

Michelle Hansen
Director, customer support operations
(801)365-2491
michelle.hansen@jetblue.com

Rob Maruster
Executive vice president and chief operating officer
(718) 286-7900
rob.maruster@jetblue.com

Chief executive (*)

David Barger
Chief executive officer
(718) 286-7900
david.barger@jetblue.com

What others have to say about JetBlue

Aviation Consumer Protection Division Air Travel Consumer Report
Consumeraffairs.com
Epinions.com

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.

Hertz

http://www.hertz.com
225 Brae Boulevard
Park Ridge, NJ 07656

(201) 307-2000
(800) 654-3131

How to get through to an operator press no keys. Wait for operator.

Overview

Hertz has a better-than-average reputation for customer service, although recent efforts to collect new fees from its drivers have made a dent in it. Still, the company does far better than many other car rental companies.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Email form

Primary e-mail

CustomerRelations@hertz.com

You can also try (888) 777-6095 and press 3 at first prompt

Primary contact

Brian Dickerson
Staff vice president, worldwide customer services administration
brian.dickerson@hertz.com
(201) 307-2000

Chief executive (*)

Mark P. Frissora
Chief Executive Officer
mark.frissora@hertz.com
(201) 307-2000

What others have to say about Hertz

Consumeraffairs.com
Epinions.com

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.

Frontier Airlines

http://www.frontierairlines.com/
7001 Tower Road
Denver, CO 80249

(720) 374-4200
(800) 265-5505

How to get through to an operator: press 2 at the first prompt and then 1 at next prompt.

Overview

Frontier draws relatively few complaints, and the ones that come its way tend to get fixed fast. One major drawback: There doesn’t appear to be an obvious place on its Web site that accepts emails from customers, meaning that your only real choice is a phone call or a letter. That can sometimes be problematic.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Contract of carriage (PDF)
Customer commitment

Primary contact

Doug Skelton
Director, customer relations
(720) 374-4639
dskelton@flyfrontier.com

Secondary contact (*)

Cliff Van Leuven
Vice president, customer service
(720) 374-4200
cvanleuven@flyfrontier.com

Chief executive (*)

Sean E. Menke
(720) 374-4200
Chief executive
smenke@flyfrontier.com

What others have to say about Frontier Airlines

Aviation Consumer Protection Division Air Travel Consumer Report
Epinions.com
Airline Quality Rating

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.