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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?
Elisabeth
I think The Travel Insider beat us all to it. Their Bill of Rights for airline passengers is quite comprehensive. Something like this should be the starting point, not an airline's own attempts to limit its liability for airline snafus.
A Bill of Rights is one thing. But wouldn't it be better if airlines could get their act together?
Graham Hill
I am confident that whatever JetBlue announces will be more than fair to their customers. JetBlue has built a strong reputation for customer service.
It's a shame that they got caught in the weather fiasco; weather can not be controlled. However, they should have found some way to get people back to the terminal at the very least.
Atonement for delaying people is very difficult; lost time can never be recovered. Compensation (re. free tickets) is about as good as any airlines can do - or should be expected to do. It will be interesting to see what the do come up with.