JetBlue TrueBlue - JetBlue #7 in Business Week Cust Svc Ranking

Coming off of last year's removal and Red X in BusinessWeek's Customer Service survey, JetBlue came in at #7 this year.

Next airline in the list is Southwest at #17. Frontier is also on the list at #36.

http://bwnt.businessweek.com/interactive_reports/customer_service/

Congrats to my fellow crewmembers for a hard, tough climb back up from the bottom. We are hear to stay!

Congrats to JetBlue on the pretty amazing (and possibly overrated) comeback.

I do find the blurb for each company pretty entertaining. JetBlue gets points for the Bill of Rights - proof that the marketing effect worked, regardless of whether it is actually an effective solution for customers (I'd say probably not). They also get credit for something they haven't delivered yet - T5 @ JFK. I'm sure it'll be great, but they should have to actually open it to get credit IMO.

Frontier gets credit for having a low fare guarantee on their website and an 80% on-time percentage, neither of which are groundbreaking developments.

SouthWest is the one who actually made a huge change for its customers - advance boarding for BS tix and no more pre-boarding for families. And they got credit for putting 1000 extra employees in the airport to explain to the customers why they were no longer able to pre-board, rather than changing their mind and renegging on the deal.

Last year's Valentine's Day massacre notwithstanding (and inexcusable though it was), B6 still has the best coach product out there and the most customer service-oriented employees in the industry. It's good to see that bygones are forgotten and they are being recognized for the quality that the continuously put out there.

And I personally think the Bill of Rights is a win. On a delayed flight last summer (air traffic in the northeast - go figure), by the time I returned home, I already had an email with my $50 credit. Nice touch that certainly affected my loyalty.

(air traffic in the northeast - go figure)

Ironically, one of the many circumstances that the BoR doesn't actually cover officially. The BoR only covers "controllable irregularities", defined as (http://www.jetblue.com/about/ourcompany/promise/index.html):
A delay, cancellation or diversion that is not caused by a Force Majeure Event (defined below). Examples include: crew unavailability due to JetBlue’s scheduling (not due to weather-event related disruption); delay or cancellation due to maintenance; that which is considered reasonably within JetBlue’s control.

Other than that, a delay on the ground after landing seems to be the only thing that gets you official compensation.

The BoR is marketing genius, but not all that much different than UA's policies or some other carriers.

Ironically, one of the many circumstances that the BoR doesn't actually cover officially. The BoR only covers "controllable irregularities", defined as (http://www.jetblue.com/about/ourcompany/promise/index.html):


Other than that, a delay on the ground after landing seems to be the only thing that gets you official compensation.

The BoR is marketing genius, but not all that much different than UA's policies or some other carriers.

I didn't actually expect to get the compensation because I also thought it fell into one of the exceptions. But it came anyway. Perhaps they are giving pax the benefit of the doubt in complex situations. If so, that just contributes to the positives (and cost) of the program.