JetBlue's Customer Bill of Rights
A week after New York's ice storm caused customer nightmares for JetBlue passengers, the airline is finally operating at 100%. For those who missed it, passengers remained on planes for as long as 10 hours, and hundreds of flights nationwide were canceled even days after the storm had passed. CEO David Neeleman vowed that such a debacle would never happen again, and announced that the company has created a Customer Bill of Rights. A customer bill of rights is a good idea, but without the follow-through to back it up, they may be just words to stifle its PR crisis.
Details of the bill of rights won't be available until this afternoon, but I hope they take the idea of accountability and trust seriously. Good customer service is important, but to keep customers happy over the long term requires the ability to generate trust, stay accountable, and change operations so the customer's point of view is the priority.
What do you think? What would you like to see in the bill of rights, and what will make it more than just lip service?
