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Discount Airline JetBlue Vows To Win Customers Back

JetBlue Airlines customers were not feeling the love Valentine’s Day week.

A Valentine’s Day snowstorm caused the airlines to cancel more than 1,100 flights over the course of the week. Many U.S. corporations could learn from the recent public relations crisis of JetBlue, however, as the discount airlines takes steps to regain customers’ faith and rebuild its reputation.

JetBlue officials announced a new passenger bill of rights that would compensate travelers based on the length of delays “within JetBlue’s control.” These delays would include those due to Mother Nature, air traffic control, crew shortages and maintenance problems. JetBlue passengers will receive $25 off a future flight if their arrival is delayed by 30 minutes, and will receive full credit for a return flight if the delay lasts two hours or more. For departing flights waiting on the tarmac — similar to the Valentine’s Day snow storm situation — passengers will receive $100 off a future flight after three hours, a round-trip ticket after four hours, and the plane will return to the gate after five hours. Also, if a flight is canceled within 12 hours of its departure time, passengers can receive a full refund.

The announcement comes after JetBlue infuriated travelers by stranding them in planes stuck on airport runways and then failing to get flights back on schedule after the storm. JetBlue CEO David Neeleman called the fiasco the company’s “worst week” since he founded the airlines eight years ago. The airline industry veteran says he has no plans to resign, but is rolling up his shirt sleeves in an effort to win back customers and make his unique airline, founded on quality and customer service, profitable again. “I think I’m uniquely qualified to deal with these issues,” Neeleman said.

Talk isn’t cheap– Neeleman estimates the company’s mistakes cost $30 million — but actions speak louder than words. Many airlines would have also been forced to cancel flights under the same circumstances, but publicly would have denied nothing was wrong. JetBlue is taking the high road by admitting they made mistakes. The airlines has made a name for itself because it strives to offer low prices for travelers and top notch customer service and free perqs, such as DirectTV and satellite radio. Not bad for an industry where a free bag of peanuts is now considered an inflight snack.

The airlines industry has been plagued with cost cuts and planes filled to capacity. Most of America’s big commercial carriers don’t have the money to absorb substantial shocks, like unexpected harsh winter storms, to their profit margin. Further adding to the problems is increasing air traffic and delays. In 2006, one out of every five U.S. flights arrived late to its destination, according to the Bureau of Transportation Statistics.

Time will tell if the airline can save itself and win back the customers it has let down.
Uncle Rocky
http://www.acheapseat.com

Okay, the above comment is probably spam, as I received it in my Spam folder (good indicator, and yes, I do occasionally check that folder) and it has nothing to do with the topic of this post. But it seems to have quite a lot of useful information, so I’m including it anyway.

The part I have a problem with is airlines being fined for delays due to circumstances beyond their control. The comment states:

“JetBlue officials announced a new passenger bill of rights that would compensate travelers based on the length of delays “within JetBlue’s control.” These delays would include those due to Mother Nature, air traffic control, crew shortages and maintenance problems.”

Is JetBlue somehow in control of the air traffic control center at each base? If so, I bet the other airlines would pay MILLIONS to find out how they worked out that deal. And how exactly is JetBlue controlling the weather? I bet the super-villains of the world would pay even more than the airlines for that sort of information.

Besides that little error in reasoning, preach on brother!