A few weeks ago, we followed the well documented fiasco of nine JetBlue planes that sat on the tarmac at JFK for six hours or more.
A colleague and I stared that same prospect down en route to NY last night and I can tell you, a $25 voucher was somehow not going to cut it.
This time however, EVERYTHING was different, and it turned a potential disaster into an Exceptional Experience.
The Captain personally makes the announcement; that although the airplane is fully functional and ready to leave, he’s not been clearance to push back by Air Traffic Control because of "negative weather conditions".
There is going to be a 100min delay and he was sorry, because there is nothing he could do.
He gives us 2 options:
a. Sit tight, he’ll crank up the AC to make us feel more comfortable. The attendants have agreed to begin beverage service, and we were free to use electronics. He even offered his personal cell-phone, for anyone needing to make alternative arrangements.
b. Deplane and be back at the new departure time.
The plane eventually departed on time after the 100 min delay. The pilot came out again and he had been online and although the "stated reason" by ATC was weather, he disagreed, because he had first-hand knowledge of the conditions on the previous flight.
What made this an Exceptional Experience:
What made this an EE:
- We got honest communication from the person in charge. Leadership is the reduction of uncertainty in organizations, and it comes from clear messages, which lead to focused actions.
- He gave us options. Each one was free to choose, and although neither ultimately solved our problem of getting to NY, at least we did not feel helpless, or trapped.
- Show a little empathy. He made it personal by saying that this was his last segment and, he too, wanted to get home to NY.
Any company can be judged by this simple rule – Show me the human systems that support your mission statement and values. You’ll be surprised how often these don’t connect. (Integrity and Respect were two of Enron’s five values.)
It became clear to us that this was a company that took recent negative events seriously and made a ton of changes to their Standard Operating Procedures. They took the initiative to create a customer bill of rights is LONG overdue in an industry that has a notoriously low bar for service.
They’re putting teeth to this by refunding customers when it’s their fault when a flight is delayed.
Their actions last night did more to win our loyalty than ANY offer or, advertising ever could.
Sometimes you win customers NOT by what you promise, but by the ACTIONS you take when things go wrong.
Quentin George
Comments
Connections
i feel like i was there. wow.
I had opposing experiences Monday (19th). My JFK to Richmond Jet Blue flight had a maintenance issue, and we were delayed 3 hours. Apologies were issued (repeatedly); a new plane was flown in; I received an email apology. It was no fun being on the ground for 3 additional hours, but they made it known that one way or another (new plane or a repaired one) we would make it to Richmond.
By contrast, my US Airways flight later that day was delayed in Charlotte, oddly enough, for 3 hours. The announcement was officially made about 9:30 PM, exactly when we should have departed. The reasons given were…1)weather in JFK (where my wife from NYC had reported a pleasant though chilly evening – no snow, rain or clouds), then 2) left over complications from Friday’s weather (???), then 3) we’re not sure. If there was an apology given, I never heard it. It was clear, however, that the US Airway personnel were miffed they had to stay at the gate late.
When I asked if I was better off taking the morning flight, the attendants response was, “what makes you think that one will leave?”
Later, as I rested my chin on the person’s head in front of me (who had placed his seat in the full reclining position…before take-off), I thought how two airlines in two similarly difficult situations, had sculpted such dramatically opposing customer experiences.
A true bluer, now avoiding US Airways at all costs.
Let me add my unexceptional experience about United. What I found interesting over the whole Jet Blue bashing was that it is not like it hasn’t happened with other airlines.
Chicago 3.30pm. Automated voice message from United. Your flight is canceled, please call. I call. You can fly out tomorrow at 5pm. Yes that is one whole day later. No over night accomodation, no other flights, no reason why. (well it was raining out). All delivered in the manner that I couldn’t tell if the voice delivering it was human or automated.
Will never fly with them again.
As a traveler of Jetblue, I too was caught on a delayed flight from JFK – Oakland. I found it amusing as we were being deiced, not once but twice before finally leaving JFK. After departing JFK, we made a tech stop in Salt Lake City for fuel before heading back to Oakland. This was the longest day to fly (since traveling from Orlando, FL that morning).
However, what I saw and felt from the entire crewmembers onboard were exceptional. Upon landing we were greeted by the crew from Salt Lake City who delivered pizza for the entire flight. What made it special was to see the other non-inflight employees helping out to deliver pizza throughout the entire aircraft allowing the flight attendants to better serve their customers with drinks. Where can you find this on any other airline, which to date, I have yet to see.
I am en employee of jetblue out on leave. I have been out of work since august and have been sitting back and just viewing everything negative that has occured like a regular citizen but with more insight of the airline industry especially my own company. I knew one day we had to hit rock bottom before things were what was suppose to be from day one, to be perfect and liable. Trust Jetblue, not as an employee trying to promote them, I havent worked since August due to an Injury at work. To the employees and to the public they are amazing. As in every company you know what needs to be fixed and what people shouldnt be in authority, but finally David Nelleman is taking control of his airline and is doing things from his heart…….Trust Jetblue as I do……….Mistakes are always made by all airlines, but ask yourself what humanity did u recieve at other airlines? What humanity did u recieve at jetblue, and i bet my life that it was controlled and resolved even if it was a total mess at the present time. I miss my days inflight as a flight attendant, I cant wait till im cure and go back……………
Carlos (charlie)
Inflight