Now, this is TRUE customer service!
Aug 16, 2007 | 12:48 pm
#1
Original Poster
Join Date: Feb 2006
Location: Long Island, NY and Boca Raton, FL
Programs: JetBlue TrueBlue, AAdvantage, Rapid Rewards, Sky Miles, SPG, Marriott Rewards, HHonors, Hertz
Posts: 2,275
Now, this is TRUE customer service!
Aside from the current two active threads, I thought this was worthy of a new one, because it is the FIRST time I have experienced something like this.
Long story short, I flew JFK-FLL with a PBI-JFK return last week. I needed to change my return from FLL to arrive in NY earlier - enough to justrify paying the $25 fee, but PBI only had 11:45am, 6:40pm and my flight at 8:30pm! A 7-hour time window with no flights!!! After 45 minutes on the phone with them at 1am, really angry at 2 stupid supervisors, I was able to change it with a complicated process and only paying the $25. Katrina, the phone agent is the one and only reason why I did not lose my tempor - she was great! She totally understood my frustration and thought outside the box to find a new supervisor who would make the change for me, especially after a 3 hour ground delay on the flight down.
I wrote in to SpeakUp to complain (first complaint for me to jetBlue) and a few days later (today) received a voicemail on my cell phone from a lady in customer service. She agreed that my loyalty does not call for the inconvenience I faced, and issued me a $75 voucher. Keep in mind, I was flying on an award ticket!!!
So, the supervisor screwed up big time by not making me happy in the first place (which jetBlue is known for). I wouild NEVER ask to change airports except under conditions like those - a major lack of flights during the day and a huge delay the night before.
It's things like that which keep my so loyal to this great airline.
Long story short, I flew JFK-FLL with a PBI-JFK return last week. I needed to change my return from FLL to arrive in NY earlier - enough to justrify paying the $25 fee, but PBI only had 11:45am, 6:40pm and my flight at 8:30pm! A 7-hour time window with no flights!!! After 45 minutes on the phone with them at 1am, really angry at 2 stupid supervisors, I was able to change it with a complicated process and only paying the $25. Katrina, the phone agent is the one and only reason why I did not lose my tempor - she was great! She totally understood my frustration and thought outside the box to find a new supervisor who would make the change for me, especially after a 3 hour ground delay on the flight down.
I wrote in to SpeakUp to complain (first complaint for me to jetBlue) and a few days later (today) received a voicemail on my cell phone from a lady in customer service. She agreed that my loyalty does not call for the inconvenience I faced, and issued me a $75 voucher. Keep in mind, I was flying on an award ticket!!!
So, the supervisor screwed up big time by not making me happy in the first place (which jetBlue is known for). I wouild NEVER ask to change airports except under conditions like those - a major lack of flights during the day and a huge delay the night before.
It's things like that which keep my so loyal to this great airline.
Aug 16, 2007 | 1:33 pm
#2
Join Date: Jun 2006
Location: New Jersey
Programs: Credit Cards
Posts: 3,009
I'm glad to hear that I'm not the only one who has experienced both frustration trying to get something resolved, and satisfaction after the situation is fixed to my expectations.
I think that most people would swear that its their last time flying the airline after being put on hold for a few minutes or the initial customer service rep refusing to make a chance or suggesting to charge the caller for a change.
But if you're willing to be patient and stern with your expectations, you should remain a loyal and "satisfied" customer of this airline, after all all things being equal the service here is still on par or better than with other carriers.
--Russ
I think that most people would swear that its their last time flying the airline after being put on hold for a few minutes or the initial customer service rep refusing to make a chance or suggesting to charge the caller for a change.
But if you're willing to be patient and stern with your expectations, you should remain a loyal and "satisfied" customer of this airline, after all all things being equal the service here is still on par or better than with other carriers.
--Russ