Originally Posted by
tfred
My first flight with B6 this weekend was good. The onboard experience was fine - clean aircraft, TV and friendly crew
The on the ground experience was abysmal on B6 however. DL always found a way to get. the problem resolved quickly - delayed or cancelled aircraft, baggage issues etc. B6 just doesn't have the routes and quite frankly the customer service training. That is where the differences are
my PVD-FLL flight yesterday included
check in at PVD was a low in customer acknowledgement. Three people (one on her phone texting). The other two never said Hello, just nodded towards me. I am not looking for a friend, but something that sounds like Glad to have you as a customer would be nice
My bag was damaged upon arrival in FLL. Looks like it was tossed off the unloading belt and crushed the corner. 4 agent in the B6 luggage office - all on the Internet just surfing. NO ONE said anything or even looked up. The agent I approached mumbled her way through the protocols and said call this 800 number. No Sorry about the bag, We value as a customer.
I could see one station having a problem. When both stations are eerily similar then I think there is a problem.
It's coming from the top: clearly the bean counters have decided to take over, and they've communicated it clearly up and down the line. The only thing really remaining of the original JetBlue concept is the hard product: the seats themselves are still the best for the price. But if you keep hammering at the soft product, eventually it's not worth it anymore (it isn't for me at least).
My new goal is to get Delta Platinum Medallion this year so I can get Comfort+ upgrades at booking. It will take a year, plus a Delta Reserve card and some spend, but I'm giving it a shot. If I can get and maintain Platinum Medallion then the Delta experience should be close enough to JetBlue in terms of seat quality and obviously blows away JetBlue in customer service and IRROPS.
And now, if only to reinforce the decision, here's Delta giving each and every one of their employees 2 MONTHS pay in profit sharing bonuses. Now that's a company I can get behind.
https://www.cnn.com/2020/01/20/succe...lta/index.html