What's Influency? Great Customer Service from JetBlue

JetBlue says they want to bring humanity back to air travel. Today, they proved their point. Listen to this:

I’m in Miami for a few days. I happened to fly JetBlue. I’ll be returning to New York on Monday, and as seems to be the standard in my life lately found myself earlier today needing to tweak my travel plans.

I called JetBlue and asked what was involved in moving my flight up by a few hours. The choices were either pay $100 per person plus difference in fare, similar to the story I got last year from Virgin America, or WAIT UNTIL 12:01 AM ON MONDAY AND CHANGE FOR $50, period.

This underscores a couple of things that I believe prove the point I was making about Virgin America a few months ago.

First, by allowing changes last-minute (inventory available, of course) for LESS money, JetBlue is acknowledging that to pretend there’s a “difference in class” is in fact just pretending. A seat is a seat unless you actually buy some sort of upgrade and they have no reason to pretend otherwise, so by allowing some flexibility and charging the $50 just to cover administrative costs they are practicing great customer service.

But there’s more.

It turned out that my seats, purchased from JetBlue 29 days before traveling, actually cost $1 less today, three days pre-return-travel, than they did then. I had to pay the $100 per seat change fee and did so willingly. And smiled just a tiny bit when it was reduced to $99.

Just sayin’.

Customer Service matters, and it’s an unspoken-but-deserves-some-attention part of the Influency equation.

Want to takes customer service to a place where it’s spoken about and you can see its Influency benefits? Contact me here.

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