August 10, 2009

Jettitude in action from the start at LAX


Airport Operations Supervisor Soila Gonzalez shared a story about providing the JetBlue experience at our LAX BlueCity, which opened on June 17, 2009. Her story shows the difference simply being nice can make during a hectic situation. In Soila’s words:

During our first week of operations here at LAX we had an elderly man traveling on flight 672 from LAX to JFK.

Crewmembers celebrate the LAX inaugural on June 17, 2009.

Crewmembers celebrate the LAX inaugural on June 17, 2009.

Our setup here at LAX unfortunately can be confusing, especially to older people who don’t travel much.

So what happened that day was that we were experiencing IROPs due to weather in JFK and had dual operations on the ground, which caused us to do a gate change for our flights.

At some point during the boarding process there was so much confusion and chaos as to what airline was boarding and out of what gate. So this little old man approaches another carrier’s gate that happens to be in the same vicinity as ours, and tells the agent he is hard of hearing and does not know or understand where his flight is departing from. The other airline’s agent then asks him what airline he is traveling on and he responds JetBlue. The agent then proceeds to tell him, “Sir, that’s like going to Burger King and asking for a Big Mac … you need to go and find JetBlue and ask them where your gate is at.”

At that point I happened to be crossing by and the Customer stops me and asks if I work for JetBlue — my response is yes and he proceeds to tell me that the lady at “that counter” who is by the way the rudest person he has ever met could not help him and he needed to get to his flight. After he shared with me what the other airline’s agent told him, I apologized for her rudeness and unwillingness to help. I then took him through a side door to pre-board him, showed him to his seat and stowed his carry on.

At that point he said, “Boy my family was not joking when they told me I would love JetBlue!” My response was a simple smile and welcomed him onboard.

The day was so chaotic that I unfortunately cannot recall his name. But standing to the side who also witnessed the story was Andy, one of our Tech Ops trainers.

I wanted to share this story because this once again proves that JetBlue brings humanity back to flying and distinguishes us from the legacy carriers.

Pumped up Crewmembers on JetBlue's first day at LAX

Pumped up Crewmembers on JetBlue's first day at LAX

Crewmembers work the gate on JetBlue's first day at LAX

Crewmembers work the gate on JetBlue's first day at LAX

The new LAX city poster is unveiled at the inaugural on June 17, 2009

The new LAX city poster is unveiled at the inaugural on June 17, 2009

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6 Comments on “Jettitude in action from the start at LAX”

  • Posted by Sebastian on August 10, 2009 at 2:44 pm

    Great story…go Paula and team at LAX!

  • Posted by John Hennelly on August 11, 2009 at 2:15 pm

    Go LAX! Can’t wait until I can pay a visit to you all. Great JetBlue story.

    John H

    BOS

  • Posted by ladyinblue on August 11, 2009 at 11:50 pm

    Hey. that’s Maiza. She so pretty.

  • Posted by JennyD on August 13, 2009 at 11:29 am

    finger guns back at ya, dude!
    Great story – thank you for sharing it!

  • Posted by Alex Battaglia on August 14, 2009 at 1:13 am

    Good stuff – I look forward to my next SoCal visit.

  • Posted by jetbluescott on August 14, 2009 at 10:43 pm

    Maiza and Tina I love that picture of the two of you. Maiza I have not seen you in so long….I love your long hair!

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