How to Treat Customers Fairly

Prolific blogger and writer Paul McEnany points out that the situation with JetBlue, which was the subject of one of my rants last week, actually might result in something worthwhile for passengers.

Back in July, I compared keeping customers informed at airports with contingency design on the Web. What I didn't say at the time was that my flight was delayed for six hours -- not because of the weather of my departure or destination city, but because of the weather at the city where our plane was supposed to be leaving.

Had the airline I was flying compensated me for my time in some way akin to what JetBlue is starting here, I might hate flying commercial less.

I would also like to point out that, in agreement with my post last week, this new passenger Bill of Rights has been adopted by JetBlue without any help from Congress, simply because it is in keeping with their best interests - namely to attract more passengers. - Cam Beck

P.S. If you haven't read the comments from last week's post, please do so. Several contributors added significantly to the discussion.

Comments

[Paul McEnany]

Prolific! Wow, that's the first time I've ever been called that. :)

But, I couldn't agree more with your comment over at BMA. It all depends on how they put it into practice. If I get delayed, then have to fill out 47 forms, then way 6 months to receive my check, it's friggin' worthless. Hopefully they'll create some immediacy. We screwed up, so we pay you now, would be a good policy.

But from that video, I sure do like that guy, and he seems about as sincere as any company CEO I've ever heard, so I'm pulling for them...