Originally Posted by
blueman2
JetBlue's policy of refusing refunds for cancelled flights, forcing the DOT to issue a warning against them, has caused me to lose confidence in this airline. Their slowness in taking action for their frequent fliers just confirms my loss of confidence. I dare say that JetBlue is now as bad as United in terms of customer focus. What the heck happened to JetBlue? They used to lead the industry, along with airlines like Southwest, in terms of treating customers well. Now they are at the bottom along with United. Ugh.
I've been saying this for a while now. One need look no farther than social media to see how much they've changed from a year or two ago. Their twitter team used to be the best in the industry and now they are one of the worst in terms of approachability. If you scroll through their feed, you'll see they primarily respond to positive comments now and even those comments aren't to everyone. Contrast that with Southwest who pretty much responds to anybody or Alaska who goes as far as searching their name without tags. Other airlines also track their elite flyers through social media and respond to every comment and regularly thank them (i.e. Delta). JetBlue does none of that.
Also, Don Uselmann taking almost a month to email Mosaics is just ridiculous.