March 26, 2012

Forbes: JetBlue is Customer Service Done Right

Forbes recently ran an article that pitted our customer service against another airline’s, noting the difference in attitude between each carrier’s crewmembers. With our seventh consecutive J.D. Power Award for Excellence in Customer Service, it’s no secret that we’re doing a great job in delivering something special onboard, and the compliment letters we receive from customers reinforce this. Here’s a recent note that landed in our mailbox:

“My family and I recently took a trip to Orlando on JetBlue. Our nine-year-old daughter suffers from anxiety issues, and it was more challenging than usual to get her on our departing flight from Boston. Two of the flight attendants noticed that my daughter was panicking in her seat prior to taking off. Lenka and Kiesha helped to calm her down, and kept an eye on her throughout the entire flight. Kiesha even taught her a kid-friendly little trick to keep her turbulence fears at bay (hold your hands above your head and make them dance).

While we were at Sea World in Orlando, we met a JetBlue pilot, and I asked him to speak to my daughter about the safety of flying. He sat down next to her, and explained that she has nothing to worry about. I asked the pilot—Captain Stevo—if he would be flying our flight home to Boston. He said it wasn’t likely, but while we were waiting at our gate a few days later on our way back home to Boston, I saw a pilot that looked like Captain Stevo walk down the jetbridge (although I wasn’t sure if it was him).

Once again, my daughter started to panic as we were boarding, but that quickly passed when we saw Captain Stevo in the cockpit! He patted her on the head, and assured her that he would take good care of her. After being seated for a few minutes, Captain Stevo came down the aisle and once more told her that everything would be OK—her face lit up, and we didn’t have any issues going home.

I was so impressed by the level of kindness my family received from your crewmembers—it was so far beyond any expected level of customer service. I will never fly with another airline other than JetBlue!”

Read the recent Forbes article:

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