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.
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.