JetBlue Nightmare: The Cure for Bad Service

There are just some sorts of companies, such as airlines, I would never want to own, no matter how lucrative they could potentially be. And in spite of the golden parachutes the CEOs typically get when they lead an airline to bankruptcy, I wouldn't want to run one, either. It's not the responsibility or the workload I shun. It's not even my lack of qualifications. I could just as efficiently, if not more efficiently, lead an airline to bankruptcy as those guys.

No... It's the hassle. By that I mean subjecting my decisions to meddling people who have no interest in my business, but who will use their authority to make rules that negatively affect my business nonetheless, because doing so serves their interests.

Yes, I mean Congress.

Don't get me wrong... Making people wait for eleven hours on stationary planes, like JetBlue reportedly did, is inexcusable. Were I on one of those long-delayed planes, I might not fly JetBlue again. I've never flown on JetBlue, and I might not ever do so -- just on the strength of the criticisms of those who were subjected to the forced incarceration.

But am I to believe Congress is going to come to my rescue? Please. It's because of Congress that we've been subjected to the long delays and overall incompetence of the TSA. No, thank you, Congress. Just keep your "Passenger Bill of Rights" to yourself.

Of course it's popular, because we are all for "rights," aren't we? But here's the problem: We already have passengers' rights.

I don't have to fly, and because of the long delays associated with flying these days (although the automated ticketing agents really have sped things up on the airline side), if I can avoid it, I will. No one is forcing me to ride on a plane except for my employer from time to time, but I still have the freedom to refuse if I no longer wish to be employed by them.

JetBlue will pay a price for its behavior, but the only ones who should feel inclined to punish them for this particular transgression are the consumers, not Congress. Bankruptcy, if Congress will allow it to occur naturally without forcing bailouts on the taxpayers, will ensure companies pay a sufficient price for their behavior.

For JetBlue's part, they did at least try to make it up. They admitted the mistake, they attempted to give fair compensation to those who were subjected to holdup (even though the weather itself wasn't their fault), and they promised to do better next time. What more can we expect of them? If their service doesn't improve, the marketplace will punish them.

And much to the chagrin of people who want to politically benefit from the airline's bad publicity, the punishment will happen all by its lonesome, without any nudging from Congressional busybodies. - Cam Beck

Comments

[Julie Pearce]

My "Horror Story" is about uneducated travellers...

The one thing that NO news program is stressing is that whenever there is ANY kind of winter storms, especially with ANY amount of ICE and SNOW there are MANY severe delays and cancellations (this also goes for tropical storms and hurricanes in the Southeast if you are so daft that you need that pointed out as well, honestly!!). I live in New York and go to Florida several times a year and know not to even get near an airport during any kind of severe weather (and I know to check no matter what coast I'm on - the West Coat also has the Weather Channel, Internet service and access to national news by the way). More so, most of the passengers that take the New York to Florida routes do it several times a year as well (i.e. we're called "snowbirds") and should know all this.

Doesn't anyone check the weather before traveling??!!! Whether flying to or from the Northeast (and the Southeast during Hurricane season), as a rule, if there is snow or ice or ANY kind of severe weather - DON'T TRY TO FLY UNLESS YOU ARE WILLING TO EXPERIENCE HORRIBLE DELAYS AND CANCELLATIONS. THEY WILL HAPPEN - GUARANTEED!! It is not enough to check your flight the night before or even a few hours before because the weather is unpredictable - it can always change and a few degrees in freezing conditions or wind changes can affect the ability of an aircraft to get off the ground safely. And of course there is going to be a trickle down effect from delays so even if a window of decent weather opens up, or the ground and planes have been de-iced successfully, there can be a long line of planes waiting to get off the ground.

All airlines cancel and have delays during these conditions and ALL airlines wave change fees on the days surrounding bad weather because they know it will not be possible to get most flights off the ground safely in this type of weather. I think most people would prefer delays and cancellations over sliding or crashing into the surrounding freezing waters in the bays around the airports in NYC (or sliding/crashing into another aircraft on the ground).

As far as food and beverage during flights - if you want more you'll have to pay for first or business class - you get what you pay for on economy or coach. AND as far as the incessant bad mouthing of Jet Blue, should they never have pushed back from the gate and cancelled the flights that were on the ground for 8+ hours? ...YES, BUT again, travelers should understand the risks of trying to fly during or around a winter storm or any moderate-severe storm. I would have changed my flight to another one 2 days after the storm (there are ALWAYS residual delays and crowding the day after) very few flights are going to arrive at the original time anyway - I have done so several times in the past - the airlines are most accommodating. Also, I've been a loyal Jet Blue customer since they began their JFK to Ft. Lauderdale flights (my family is in South Florida). They have been nothing short of a blessing. They are economy but they give excellent, friendly service well beyond many of the bigger more established "world class" airlines and the planes are nice, clean and new and the TV's only rarely have outages (again - I still remember to bring a book!).

Aside from some GOVERNMENT regulations and guidelines that need to be made to make it easier for airlines to unload passengers that are stuck on aircrafts for hours and until the airlines develop a weather machine, people need to give the airlines a break (and think about the employees stuck working in these conditions - do you think anyone at any airline enjoys these delays??? really! ) Grow up and learn to be an educated traveler! I see these stories winter after winter and everyone acts so surprised - it's shameless - as if the weather delays are a personal affront to them, not an obvious natural occurring situation beyond the airlines control. The fact that we SEE theses same stories TIME after TIME, YEAR after YEAR is proof of my point!!!! And many news channels encourage this ignorance by playing to the complaint-hungry, noteriety-seeking masses by asking them for "their horror story". Peolple need to take responsibilty and a role in their on wise travelling. Would they take their family on a road trip in this weather?????

Thanks for your time,
Julie Vega-Pearce
Greenpoint, NY

[Paul McEnany]

Now that's what I call a comment!

Have you seen the new campaign from Virgin America? That's a nice lookin' plane...

http://letvafly.com/

[Cam Beck]

Julie - I wish I had an award for you or something. I think that's one of the best, most thoughtful response I've ever seen on this or any blog. Thank you. Perhaps you could start your own blog so that we could read what you write more often? :)

Paul - That looks very nice. First class took it over the top, but I totally dig that. The main cabin still seems short on legroom, but if I've got a miniature gaming console at your fingertips, I can live with that for a couple of hours. :)

Too bad they aren't opening up in Dallas. :(

[Lewis Green]

"People need to give the airlines a break (and think about the employees stuck working in these conditions)." This sounds a bit like blaming the victim.

I have been in business my entire adult life, and no industry treats its customers worse than the airlines. To a great extent, it comes down to communications.

How many times do we have to sit in a waiting area long past scheduled take off without a word why?

How many flights have to sit on a tarmac hour after hour before the practice changes? No airline pushes back without someone knowing that it isn't going anywhere. How about asking those of us stuck inside whether we would choose to disembark if given the option.

It isn't about the food, the lack of pillows and blankets, the non-existent reading materials. We all understand cutting costs to make a profit. It is about airlines lack of caring and concern for its customers. They need to do more than get us from point A to point B.

As for Congress, please. Stay out of business's way. We customers will shake the trees without your help.

[Roger von Oech]

Good post, good rant, good comments. I especially like the first one about travelers' needing to have some common sense about weather conditions. For example, I know when I fly to the east or south from SFO in Dec-Feb, I need to avoid making connections in Denver — even though I might get a cheaper fare by doing so. Why look for trouble?

[Julie Vega-Pearce]

To Lewis Green at business solutions plus

JetBlue over the years has proven to be excellent in customer service. They are one of the few airlines in past years that have been growing so well and only didn't make a profit in the year of the oil price fiasco. I AGREE they didn't handle the snow and ice storm as well as they could have this time but it doesn't discount all they have done the past 7 years. Does anyone remember they were the ONLY airline flying during the Northeast blackout and feeding all the customers, giving water, bringing in generators for fans/portable A/C because it was so hot inside the airports?? JetBlue has been getting it right and has the customer comments, loyalty (even now - on blogs, their website, magazine write in's) to prove it as well as awards and recognition from the business media since they began. The public is already rallying in support after BusinessWeek took them off their top service list this March 5th issue. This won't break them - they'll do fine. And the operational things they need to fix they will and they are compensating their costumers more than anyone airline ever has for their mistakes. They have and will continue to have a loyal customer base. You need to read all the news stories and blogs and reader replies - not just the ones that suit you. JetBlue treats their travelers better than any airline PERIOD.

[Julie Vega-Pearce]

and Lewis, as far as pushing back when there's going to be a wait - during normal weather conditions, you have to push back to get in the taxi line or you'll lose your slot and not leave until the last flight of the night is gone - their is only so much room even at the biggest airports - again, JetBlue spends alot of money on improving airports but they can only do so much - they can't pay for all the work that needs to be done for airports to be expanded. There are also rush hours for airlines especially at night when all the international flights take off (flight usually adjust their arrival/flight times on itineraries and tickets so the traveller is aware).

However, like I have said, during very poor weather conditions, I agree airlines need to re-examine the "push back no matter what, in case we can get it out" attitude.

[Julie Vega-Pearce]

Check the support out! Go JetBlue!

http://app.businessweek.com/UserComments/get_reviews;jsessionid=5AC9320709354BA2466097BDD3DD7F1A?action=all&productId=15241

[Julie Vega-Pearce]

woops-I meant operating during the N.E. blackout (i.e. as in airport/terminal services). Nobody could fly in a blackout. I promise to proof read from now on. And be comforted. I'm done with the JB posts and moving on. I'll see you all around some other strings :)

[JBFA click this Gen]

sorry folks - gotta stay anon. Cam - love your work and I hope you understand I must be discreet - please don't silence me. I LOVE my job and guess who I work for? I'm Blue, I'm proud, say it loud! Not sure if blogging is part of my agreement to not speak with the media BUT just in case. Especially since I MUST SAY I love Ms. Vega-Pearce's comment - I'm a bit kinder, gentler in my view of my customers...but she's got a point. I saw a blog that said - "why didn't they just deploy the slides to get those people stranded off that flight?" Honestly - I can't even describe the ignorance. You deploy a slide when life is imminently in danger - because you are willing to possibly break a leg to get away from being engulfed in flames. Those slides are no joke - it's not a kiddie ride at the state fair folks. AND THEN that plane is out of commission for who KNOWS how long and every flight it was going to serve is out of luck - leaving hundreds and hundreds more really stranded. And you know, I wouldn't be nearly as tired of the media circus if it wasn't for that Gen McCaw. Though she seems BIG on believing her own hype, don't fall for it. Don't believe everything she says people...JB is really working with her to resolve her (and every customer that suffered!!!) issues (as well as operational ones) but she's on a fame and money grabbing crusade - no matter what she claims. Stop spinning girl and get a job or a life (or go shopping with whatever allowance you have be it from your boyfriend or a family trust fund - you obviously have too much time on your hands). Yes, I've seen your ALL your blogs - you seem like a bi-coastal spoiled brat who is plain self-obssesed and loves the look of her own writing a bit too much. Not going to fly us again? OK-why don't you donate those free flight vouchers to a charity auction? Or since you are a girl of principle - don't use them at all. No? Not so much? Didn't think so.

Guess we'll be seeing you as the next MTV VJ or Entertainment Tonight correspondent.

At the very least, I hope you turn your blog to helping REAL victims of industry out there - you are clever girl - turn away from the dark side!

Gen - POST THIS

http://pod01.prospero.com/n/pfx/forum.aspx?tsn=1&nav=messages&webtag=kr-contratm&tid=1906&redirCnt=1