July 3, 2013

JetBlue Cited for Being Too Friendly

We’re always listening to our customers to make sure we’re delivering the very best in product and service. One of the ways we do so is with a customer survey that we hand out to some customers chosen at random on every flight.

We’re on the lookout for things we can improve on, but we never expected we’d see a complaint about our friendliness.

The below note came from a customer in Dallas:

Fast. On time. Courteous. All the hospitality was a little strange though. The whole sign as the plane left made me laugh. Also, I’m pretty sure we were thanked for choosing JetBlue at least 5 times in a row. Somewhat excessive.

When asked for response, our Dallas General Manager Ray said, “Guilty as charged. We’re just a friendly bunch.”

We know people have come to expect a certain level of service from other airlines. We’re sorry we don’t meet those expectations.

Check out the below images of our DFW crew with their trademark greetings (which they do for every flight that arrives and departs!):

As for learnings from the feedback, General Mangaer Ray is committed to making each and every customer satisfied. “Point this guy out to me on his return trip,” he relayed, “and I’ll try to scowl a little. If I can remember how…”

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