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May 6, 2013

JetBlue tries to ease the pain after the Boston Bombings

by racheljlucy

I realize that I already wrote one of these posts about JetBlue, but I just can’t help it.  At this point, I’m definitely extremely brand loyal and could probably be considered a brand ambassador because I tell all of my friends that they should fly JetBlue as well. 

On the Thursday following the Boston Marathon bombings (so just 3 days later), I flew (JetBlue, of course) into Boston for an interview that was happening the next day on Friday.  Because this interview was for a nonprofit fellowship, I had to pay for my own travel expenses.  As I was landing at around 5pm on Thursday, I was watching a press conference with the FBI on the news, during which the photos of the bombing suspects were released to the public.  At the time, I remember thinking that something could happen as a result of these photos being released, but I pretty much just pushed that thought to the back of my mind.  

As most people know, that night and the next morning, things got pretty crazy in Cambridge and a nearby suburb called Watertown.  As a result of the police looking for the bombing suspect and out of fear that he had accomplices and explosives, the entire city was shut down on Friday.  Needless to say, my interview was canceled.  The interviewer said she would reach back out to reschedule on Monday, but I was set to fly back to Charlottesville on Saturday night, so this would mean I would have to do a phone interview instead of an in-person interview, and that the money I had spent to fly to Boston was for nothing.  

I took a quick look Friday night at the JetBlue website, and saw something amazing.  JetBlue had decided to waive all flight change fees for customers flying out of Boston for the next 4 days, as nobody was able to accomplish what they had set out to do in Boston due to the lockdown.  No other airline chose to do this–only JetBlue.  

I immediately emailed my interviewer and confirmed with her that I would be able to stay through Monday night.  She rescheduled, and I was able to have an in-person interview without any extra travel costs, thanks to JetBlue.

JetBlue did not have to make this move.  Again, no other airlines chose to treat their Boston customers with such kindness.  This is just proof that the company truly does put the customer first, and because of this experience I remain loyal and continue to tell my friends and family to choose JetBlue over other airlines.

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