Jet Blue flies high with customer service perks

Just check Terminal 5 at New York JFK airport for the state-of-the-art facility geared for efficiency and customer comfort. In 2009, JD Power & Associates, a global marketing information service which measures customer satisfaction based on millions of consumers annually, rated Jet Blue ” Highest in Customer Satisfaction” among low-cost carriers in North America.

Jet Blue serves 60 cities with 600 flights daily. All passengers have assigned seats; all fares are based on one way and an overnight stay is not required. They provide the most non-stop departures from JFK to Florida and rank as the 7th largest carrier in the US.

Jet Blue delivers service differently than most low-cost carriers. Where other companies have decided to cut back and charge passengers to use blankets and pillows while flying, Jet Blue, in the quest to become America’s Favorite Airlines, boasts their Customer Bill of Rights aimed at ” bringing humanity back to air travel.” On Valentine’s Day, 2007 an ice storm in the northeast set the venue for a customer service disaster when hundreds of passengers were held captive on the tarmac and thousands of travelers were stranded in airports. In order to regain their credibility,  instituting a Customer Bill of Rights now offers full refunds, re-accommodations due to Jet Blue cancellations within 4 hours and even refunds due to “controllable irregularities.” There is now compensation for departure delays,  overbookings  and on board ground delays. If a customer is involuntarily denied boarding because of a Jet Blue overbooking, the company claims to reimburse a passenger $1,000. The airline brags about “lots of legroom” and for a small additional fee promises to provide ” even more legroom.”

Attention getting promotions last week celebrating Jet Blue’s  ten years of service included $10 thank-you fares on all remaining seats between NY JFK and the airline’ s first ten destinations. Complimentary in-flight email and instant messaging known as “Beta Blue”,  first checked bag free, 36 channels of Directv, 100 channels of XM Radio, and unlimited named snacks are advertised on their website. On overnight flights, the airlines supplies a “snooze kit”  that contains an eye shade and earplugs.  Before arriving at the morning destination, airline attendants hand out hot towels, coffee, tea, orange juice or water.

Jet Blue’s promise of  “Happy Jetting” may indeed be a reality.

photo credit: albertopveiga