jetBlue has great pilots and great customer service reps.  See correspondence below...


From me:
This is an odd time to write a compliment.  I am stranded in the New Orleans airport because the captain's seatbelt is broken and there is weather in Boston.  Captain Chris Dugan, however, has literally done the most incredible job of coordinating the issue (this includes managing the jetblue staff), keeping the customers updated, and even taking the time to answer each passenger's questions.  This captain should not be flying (even though I'm sure he's a great pilot), he should be teaching every employee at jetblue how to handle unforeseen issues (not that they don't know how, it's just Dugan is so damn good at it).  When I told him how impressed I was, he replied "This is how we roll at Jetblue."  Way to go!!!!

I know how ridiculous this whole comment sounds, but I am literally watching him right now work the gate full of passengers, answer their questions, and give competent, content-full answers.  Yes! Yes! Yes!

Their Response (in less then 3 hours):
Dear Mr. Kowitt,

Thank you for your email to JetBlue. We truly appreciate you taking the time to send us such a kind compliment!

Although we are very sorry to hear that you are writing from the New Orleans Airport (MSY) because of a flight delay due to weather in Boston and an issue with the aircraft, what a pleasure it was to read your letter and to learn of the outstanding customer service now being delivered by our Captain, Chris Dugan. We are very pleased to hear that Captain Dugan is taking the time to answer our valued customers' questions with accuracy and detail and that he is keeping you all abreast of the issues affecting your flight. Thank you for letting us know what an incredible job he is doing managing this difficult delay situation.

When JetBlue was founded, we set out to bring humanity back to air travel and to make flying more enjoyable. We are pleased to hear that Captain Dugan has taken this goal to heart in providing exceptional service to our customers. We have forwarded your comments to our Chief Pilot's Office. Your email is sure to make their day!

Thank you, again, for taking the time to email us. We are grateful for your appreciation of our commitment to excellence. We look forward to getting your flight in the air soon and to the opportunity to see you aboard JetBlue again sometime soon!

Sincerely,

Jean
Customer Commitment Crew

 
 

A paper I recently wrote about taking the principles of flight training and applying them to entrepreneurship.

innovation_center_paper.pdf
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