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March 14, 2013

JetBlue–Above and Beyond Customer Service

by racheljlucy

Last Thursday I flew JetBlue to Boston at the same time that Superstorm Saturn was arriving in the Northeast.  After experiencing the storm on Wednesday, I was convinced that my flight would be canceled and that I wouldn’t make it to Boston until the weekend.  Once again, however, JetBlue impressed me with its clear mission to put its customers first.  I’m sure costs were high that evening, as Logan limited flight arrivals, causing planes to have to circle around Boston waiting for their turn to land.  Additionally, turnaround times were longer than usual due to the need to de-ice the planes, etc.  Despite all of these increased costs, JetBlue did not cancel a single flight, and better yet–its on-board customer service was impeccable.

JetBlue’s flight crew made a concerted effort to constantly update the passengers on what was going on.  Every time the pilot received an update from air traffic control in Boston, we heard about it.  What impressed me most was that a member of the flight crew personally escorted passengers with tight connections through security so that they could make their flights out of Boston.  What could have been an extremely stressful travel experience for these passengers became a normal, peaceful JetBlue flight due to the crew’s thoughtfulness and constant communication with customers throughout the process.

The following story on JetBlue’s blog is yet another example of JetBlue’s amazing customer service–and a particularly fun one at that!

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