When an ultimate customer purchases a ticket from the airline, the airline makes an explicit promise. The airline promises to fly between city A and city B at a specified time and date. On occasion, the airline breaks that promise. How the airline responds to a broken promise says a lot about how the airline feels about a relational partner, which is the ultimate customer. Let’s look at three examples.
In 1999, Northwest let flights sit on runways during a blizzard. Some of these planes sat on the tarmac for over eight hours. To ward off government mandated standards and oversight, the airlines pledged to clean up their act themselves.
Um, fox, the keys to the hen house are over there. Thanks for guarding it.
In 2006, American Airlines diverted planes from DFW airport because of weather. In the face of angry customers, AA pulled out the Triple D of Public Relations: Deny, Delay, Dominate. Deny there is a problem with passengers spending 8 hours on the tarmac in Austin and San Antonio. Delay developing a response to such an emergency. Dominate discussion of regulations and oversight.
In 2007, a few months after the AA debacle, JetBlue faced the same problem as Northwest and AA. Instead of using the Triple D of Public Relations, JetBlue seized the opportunity to institute their customer bill of rights. JetBlue’s public relations campaign represents an excellent job of shifting the story.
JetBlue is a great experience. They generate value for the customer by offering items like free, hot chocolate cookies in coach; a television screen with DirectTV in the back of every seat; and, now, a statement of trust for their customers. I am sure AA’s and Northwest’s unions are responsible for their respective airline’s inability to generate value for their customers as well as grab public relations opportunities.
Although it is argued that lower costs win the day, I argue value represents the winning strategy. JetBlue does not beat AA because of lower costs, it is because JetBlue offers cookies (yummy!), DirectTV (yeah!), and an explicit promise while AA offers $5 snack packs (yuck!), Taxi reruns (huh?), and a daily of excuse on why the airline will not honor its contract.
UPDATE: Another winter storm hit the East Coast. Will JetBlue deliver on its new promise?
44 responses so far ↓
agammage1 // February 26, 2007 at 9:59 pm |
Being a frequent flyer myself, I have experienced many delays in an airplane. I have never gotten the service that JetBlue and can rememeber constantly looking at my watch and waiting for hours to pass. I would be completely satisfied with the services JetBlue offers during crisis times for flyers. I agree that value represents the winning strategy when compared to American Airlines. Lower costs are an added incentive, but delays are rarely expected due to weather. I would consider paying more to fly JetBlue and know that I will be satisfied during my whole time on the plane!
kyleb2 // February 26, 2007 at 10:11 pm |
I have never flown on an airline that has not had their share of problems. Whether the situation involves plane malfunctions, delays due to weather or late arrivals will create dissatisfaction. Even though airlines give explicit problems, they rarely use them. They mostly have them for back up incase situations get out of control. Like American Airlines using the Triple D is not fair to use. AA believes if you are on the plane, they are doing their job. But in reality they are frustrating customers by trapping them in a plane. They would rather leave us in a plane than give us a refund or supply us with a hotel. As for the subject on attracting customers like Jet Blue is trying to distinguish, is a good concept. Most airlines don’t supply more than peanuts and a drink to their passengers. By offering more tasty snacks and entertainment, such as individual TVs in the back of chairs is a smart advantage. On the other hand, some flyers might not be interested in a TV or snacks, but want to get to their destination for a cheap price and a quick travel. Then again, if Jet Blue has consistent air travel could allure more attention even if the price is more expensive. Overall, there will always be delays no matter what they promise and how attracting the plane is.
laurenh2 // February 26, 2007 at 10:22 pm |
If I had a choice to pay a little more for this JetBlue airline, I would. All planes are going to have problems whether we like it or not, and if there is some tv to watch, free hot chocolate, ANNND cookies, I would definitely fly with them, and hopefully not get quite as annoyed. One of the worst feelings ever is when you are stuck on an itty bitty plane with tons of people you don’t know and having to sit there with nothing to do, especially when you are ADD like me and can’t physically do it. I have only flown on American Airlines and Southwest and both of them are okay, but all you get is a drink that you are able to drink in one gulp, and a bag of peanuts or some other small mediocre snack. As long as JetBlue is consistent with their travel, I believe they would do very well.
brookea2 // February 26, 2007 at 11:50 pm |
I’m sorry, but paying a pretty price for a cookie, is not worth it! I am not the type of person that is won over by a TV, cookie or hot chocolate, when I can bring my own food, watch a movie, and drink hot tea or coffee on a cheaper plane. I have traveled on many airplanes, and have luckily been blessed with minimal interruptions. Although when I do have problems, I have realized that for the most part, the problem isn’t just with my airplane; it’s an airport or weather problem. If I had paid to travel on JetBlue, rather than Southwest, I would be extremely annoyed. I don’t know; call me a poor college student, but right now I’m not living the luxurious life my parents are. Where my parents might prefer to fly JetBlue, I am just as happy if not happier to fly a cheaper airfare that for the most part, serves the same purpose. Maybe upper class should be JetBlues target market, but I still believe majority of people purchase on price rather than value when it comes to purchasing an already expensive airline ticket.
lynsmith // February 27, 2007 at 8:48 am |
To be honest, I would not pay the extra money to have cookies or DirectTV. Most flights I take are going to Dallas or Austin. In the short hour flight I enjoy eating peanuts and drinking the ginger ale. There have been several times when I have experienced delays. I think that is something the traveler should realize. No one can control the weather or any other unexpected delays. JetBlue does an excellant job in responding to their customers; something that AA and Northwest should adapt. In my opinion they are trying to target the more frequent traveler. Their market seems to be reaching out to the business man or families traveling long flights on vacation. I think those people are more willing to pay the extra price for security of arriving on time in comfort. I am a college student and I only book tickets if I can get the $49 deal with Southwest. That is where my priority is.
iana1 // February 27, 2007 at 2:06 pm |
I like the way Jet Blue is approaching customer satisfaction. But I think it depends on the type of flight. If it were the normal flight that I take a few times a year I would rather not have DTV or cookies because the flight is only ~45-1 hr. If it were a longer flight to say NY, Atlanta, or San Fransico i would consider Jet Blue because my laptop may not last the whole trip. Delays are also terrible and as long as an airline is nice and give me some compensation for waiting either free hotel stay or a discount i’m ok with it. And by delay I don’t mean an hour, I mean 2+ hrs. Comfort and amenities are only necessary on the long distance flights. Speed is more for the shorter flights.
evaughan2 // February 27, 2007 at 2:27 pm |
Flying to me is the only way to go. My father lives out of the country and I cannot stand to drive from Houston to Lubbock. The past year I have flown Contenintal, American, Southwest, and Aero Mexico and every flight has been a disaster. Between all my flights, I have been delayed 8 hours from Austin to Lubbock, and left in another city over night, and ended up in Mexico for hours when it was just a connecting flgiht. These airlines are suposed to get the customers from one place to another in a timely fashion, that is the point of me flying. Jet Blue, though it offers a few little extra perks, if they can not get me from one destination to other when I need to be there, their extra comforts are no good to me. T.V. and cookies will not get me from one place to another. I will save a few extra dollars from the difference in flight costs and go buy some cookies and a magazine in the airport and be just fine.
malloryg2 // February 27, 2007 at 2:27 pm |
As many fellow students have pointed out, I too, have my priority with the cheaper air fares. Having some cookies as I watch DirectTV is not going to change my attitude if I am sitting waiting during an 8 hour delay. Sure, it is a nice gesture to the customer who wants that sort of thing. As for me I’m not a big fan of flying, but if I am, I’m more concerned with making it to my destination than being catered to with these amenities. I would say by far, I would want to pay the cheaper rate for getting from point A to point B rather than pay more for an airline that offers cookies and television.
amandaj1 // February 27, 2007 at 3:10 pm |
I definately agree with the idea that value overpowers low cost any day. Bottom line: if customers are satisfied and are treated with respect, they will most likely return. Although, there are some (few) individuals who do not have the luxury of choosing value over low cost. Therefore, their income decides which airline they choose because frugality overrides customer service. But, for airlines who do put their customers first, instead of regulations and oversights, will rise above the rest. THrough word of mouth they will gain a reputation, gain a higher market share, and increase profits. With this increase in profits, airlines like JetBlue can afford to lower their fares and create benefits for all. With this said, every airline should adopt this idea and culture. By accomidating their customers instead of making excuses, airlines can accomplish higher returns and a high competitive advantage.
carlym2 // February 27, 2007 at 4:25 pm |
Throughout my life I have flown on many airplanes, and each flight is a different experience. My recent flight on South West was one experience that I never thought would occur. This flight was not direct, and when we stopped in Dallas there was a two hour delay before we could take off again. Instead of being faced with the Triple D, like American Airlines have used in the past, the flight attendants went up and down the pathway making sure all the passengers were comfortable, refilling drink orders, and having entertainment to make the time go by faster. The flight attendants joked around about the safety issues, asked the passengers to sing “Happy Birthday” to a young-adult in the back of the plane, and then over the speaker one of the flight attendants tried to get a dating-service going for a man who was looking for Valentine for the next week. Even though we were stuck on the runway for about two hours, the majority of the passengers were laughing and it seemed as if everyone was in a care-free mood. South West is an airline that has been always persistent for caring for their customers. With their cheap fares one would think that customer satisfaction would not be their top priority. Over Spring Break I am taking my first flight on Jet Blue to New York. The cost of this ticket is twice as much as my regular flights on South West, but I wonder if the service will be the finest I will ever have on an airline?
retzi2285 // February 27, 2007 at 9:15 pm |
Call it the luck of the draw, but I have never really experienced a major problem with an airline. Even when I was trying to flee Mexico in the on-coming of a Hurricane, I was able to get convienent service, in what could have been a disater. Although the perks of flying Jetblue seems amazing, (who could resist hot cookies??) for most of the flights I take, its an hour or less. So to pay more for something I could get cheaper, I don’t think I would do. Ultimately I think to treat your customer with satisfactory service is the number one priority, especially being cooped up in a tube at 30,000 feet. Nobody likes delays, but then again, every company has its flaws; and nobody can predict bad weather. In the event of these problems, the customer needs to be number one. It sounds like Southwest took a good route in carlym’s above example. Please the customer, make it a comfortable experience, and all should go smoothly. Giving the customer the run-around, especially when dealing with traveling, is just not a good company standard.
taylorj2 // February 27, 2007 at 10:30 pm |
I have flown a lot in my life, but I have never had as bad a situation as the ones described above. Being stuck inside the airport is bad enough, I can’t imagine being cooped up in the plane for eight hours without moving. JetBlue has done a good job because they went out and DID what the big airlines like to tell people they do. While hot chocolate and cookies aren’t very expensive, I think it’s important that they are demonstrating an effort to give back to the people who chose to fly with them. Adding television also shows that JetBlue knows how boring a flight can be, so instead of denying it they give people something to do. If anyone is ever going to compete with the larger established airlines, it’s only going to be because the customers perceive someone else to have more value. No airline can ever give 100% guarantees, but the closet you can get is giving something to the customers for free in the meantime.
redraid09 // February 27, 2007 at 10:53 pm |
In comparison with other airlines, Jetblue has managed to stay competitive on price despite their attention to the little extras that make a flight seem to go by faster. I checked the prices online, and I would definitely consider spending the extra money on a vacation or long flight. I don’t see a lot of added value for the working traveler who is typically typing away on their laptop instead of watching satellite television. I would be tempted to try the airline just because of the customer friendly image which was the result of Jetblue’s recent PR strategy. In regards to the idea of regulatory measures taken by the government to ensure the fair treatment of passengers across the industry, I think more time should be allowed to follow Jetblue’s example until the biggest slackers are exposed. There will always be a low-cost supplier though.
treyk1 // February 28, 2007 at 9:43 am |
While I wouldn’t consider myself a seasoned flyer, I have flown on a few different airlines. I have experience a fair share of delays (usually one every other trip or so).Having worked in the service industry, I understand there will be unavoidable delays, so to me all that matters is how the airline handles the problem. There is nothing more infuriating to me than sitting in a terminal with no one at the ticket counter to keep passengers updated on progress for 3 or 4 hours. I agree with brookea2, at that point I couldn’t care less if they offered steaks, I just want to get wherever I am going. I’d rather pay a little more to make sure I get there on time. While I can respect Jet Blue’s efforts to appease customers, they’re going to have to do something more than a free cookie here or there.
koltb2 // February 28, 2007 at 10:36 am |
I have not flown much, but the few times I have the experience has been alright. I have never flown on JetBlue, but it sounds very nice. The only airlines I have flown on are Southwest and AA. Furthermore, one of my biggest fears about flying is being stuck on the plane for hours and hours. Although I have not been stuck on the plane for hours and hours, I have been stuck on a plane for what seemed like eternity. The one time that I had to sit on the plane for an extended amount of time occured at LAX. This was probably the problem since that is one of the largest airports. This halt in movement was so bad because not only was the plane packed but it was the dead of summer and the air conditioning failed. I agree that value can outweigh the cost, especially on long flights. I would certainly pay more for a hot cookie and DirectTV if I was going on a long flight.
whitneyw1 // February 28, 2007 at 11:05 am |
I have flown a lot in my life and I have only experienced slight delays. I think that if I had more experience with worse delays or baggage problems I would go for value all the way and not cost when it came to purchasing airplane tickets. I have never flown Jetblue but it is my understanding that they provide passengers with great comfort and service. I might be inclined to try Jetblue in the future due to these perks. I think that every airline is going to have its fair share of problems. The key is learning how to fix those problems in a timely manner. No matter what airlines do they are never going to be able to please every customer, but providing quality assurance and service, maybe at a higher price, can increase the airlines chances of keeping and gaining customers. I fly continenetal because I always have and it is a habit. If I came across an airline like Jetblue that offered better services at a slightly higher price, I would switch if not just for the one time experience but maybe for good.
stanf1 // February 28, 2007 at 1:13 pm |
I am a frequent flyer and i get really frustrated when flights are delayed, especially for long periods of time. I think what JetBlue is doing is a very good thing for their reputation and a great way to attract new customers. I know that flight delays and enevitable but anything a supplier does to make the delays more “enjoyable” can increase satisfaction among customers. I think that I would pay the extra money just to be able to watch a DVD of TV on a long flight. The cookies and stuff are not as important to me but prove to be important to other customers. After all we all have different preferances. If JetBlue continues to offer this highly attractable customer satisfaction, then it won’ be long before all the other airlines are offering the same services.
julianneb1 // February 28, 2007 at 9:28 pm |
I love to travel and fly, however I do not like to be delayed. Delays are even worse if it means sitting on the plane for 8 or more hours. I feel that JetBlue went above and beyond the call of duty in reacting to their little mishap. Airlines aren’t very traveler friendly these days. It seems as if they just want to get you on and off, forget the fact you paid a few hundred dollars and would like to recieve decent service. JetBlue did a wonderful job of considering their customers, they know how important it is to keep up a good image so that people will want to travel with them in the future despite the one time mishap. Or lets hope this is the last…
ashleyh1 // February 28, 2007 at 10:51 pm |
I think that JetBlue has the right idea in offering a differential approach to their customers. They offer amenities and better service than other airlines, but for a larger price. It is a pro/con decision that is made by a customer’s attitudes toward an airline. I would rather spend more money for the customer service on a long trip and spend less money for a short trip. But that is only one customer’s attitudes and there is always a variance in customer opinions. Delays are another story. They leave a bad taste in a customer’s mouth about an airline’s way of dealing with delays. I can’t stand them and if they are over 2 hours I think that passengers should be allowed the option to deboard the plane.
milevin // February 28, 2007 at 11:16 pm |
Just a point of clarification: JetBlue is a discount airline.
I want to fly from Houston to New York roundtrip. Using the same dates, here are my prices:
JetBlue: $158
American: $216
Southwest: $316
Okay.
JetBlue and Southwest are discount airlines. American Airlines is a so-called full service airline. JetBlue gives hot chocolate cookies to ALL passengers not just the ones flying in first class like American (yum, hot cookies).
JetBlue gives each passanger regardless of seat location their own television with DirectTV. Neither American nor Southwest offer this service.
Unlike Southwest, JetBlue gives you an assigned seat.
Neither American nor Southwest offer a passanger bill of rights.
Please review the ticket prices again.
You may resume commenting.
noparatchock // March 1, 2007 at 1:59 am |
I’m a big time traveler. Every chance I have, I will try to get out of American soil. Over the past 7 years I have been on more than 100 flights, (for example my flight from Lubbock, Texas to Bangkok, Thailand: I go from Lubbock to DFW to LAX to Japan to BKK; 26hr and 45min flight), I have to say… I don’t expect anything from the airline. They have lost my bag, my information, my reserve seat, landed at the wrong airport due to the weather so I had to take a Greyhound bus back to my original destination. One time I had a 13hr lay over in Korea, but you know what, I never complained… things happen, and airlines do their best to keep things going smoothly. Their time is also moneyn, remember that. I chose to travel and this is part of the travel experience. The solution to all of you complainers is “Bluestar Jets.” A Private Jet Charter Company with flight on your demand. Please visit http://www.bluestarjets.com for more information or call 866.jet.time
charlese1 // March 1, 2007 at 12:16 pm |
I realize that airlines will have their fare share of problems. Every business in the world will have mistakes and broken promises. The key factor to all of the miss-happenings is to make everything better in a timely manner. Airlines like AA, will never be successful again because they don’t know how to deal with their customers. They plan use d by AA deny, delay, and dominate was a disaster because they weren’t looking after the customer’s well being. Jet Blue shows that a little customer service goes a long way. Things such as cookies and hot chocolate allow Jet Blue to serve their customers and be successful without lowering their prices. This shows that if you invest in your customers, you will be successful.
erich1 // March 1, 2007 at 12:18 pm |
Every airline I have ever flown on has in some way, shape, or form had some sort of problem or malfunction at some time. But I also have never had to wait on a tarmac for a period of 10 hours. Airlines should be prepared for problems like these. Yes they have their ways of creating value, but I believe part of value comes with the technical issues most people decide to be ignorant about (how to get off a plane when it’s stuck). I would never find value in waiting on a plane for 10 hours. Jet Blue did try to safeguard itself by proposing the “passenger’s bill of rights”. A free round trip to those stuck on the plane for over an allotted amount of time. This paid off for a few customers since the airline had a plane delayed 4-5 hours since the bill of rights was “instated”. The free round trip passes are an added value but, that is just a blindfold to an even larger problem that Jet Blue can not seem to find the answer to.
amkyrish // March 1, 2007 at 1:17 pm |
There are no gaurantees when someone steps on a plane and assumes that the times and accomadations that they were promised when they purchsed the ticket will be upheld. I fly at least once a month, and usually that is on the airline that will get me there the quickest and cheapest. Jet Blue is setting an impressive precedent with the promises they make to their customers and the fact that they are keeping up with those promises. AA and Northwest have shown that they are more concerned with the bottom line and trying to keep the profit margins on the positive side. With the thought the one airline is putting the customer before everything else, does not negate the fact that people want to save money. I would prefer to fly Jet Blue because of the knowledge that if something goes wrong, they will do their best to make it up to me. In the end though, it is the almighty dollar that is going to define what happens with these airlines. How long can Jet Blue keep this up in light of the constant delays do to weather and the fact that everyday they are losing money. Value is one thing, but it is the dollar that keeps the world going.
kellis1 // March 1, 2007 at 2:27 pm |
Every airline is always going to have delays and some difficulties when it comes to flight schedules etc. In my opinion value is the most important aspect, and i would definately be willing to pay more for Jetblue’s ammenities. These promises they are making to their customers far outweigh AA and other airlines. I feel that these value aspects are going to greatly help their airline in gaining more customers whether they have delays or not. When it comes down to it every traveler knows they could experience delays, but if the airline makes it easier on them then its of greater value to the passenger.
ricardoc2 // March 1, 2007 at 3:09 pm |
Whether I pay 50 dollars or a 1000 dollars, I expect to arrive in my destination at the time it says on my ticket. Seldomly does this happen, and that is expected. I understand Jetblue offers great ammenities, but those great ammenities don’t look so great when your stuck on a plane thats not moving for eight hours and the restrooms are backed up. The way I look at it, I am not there to watch television or be served fancy beverages. My money is used to get me from point A to point B in a timely manner. The value for me is getting me there on time, not cookies. So in essence, an airline has no value to me if it can’t get me to my destination on time even if it gives me everything else. So I will continue to fly Southwest when possible because I am not looking for little extras, just get me there.
clintt1 // March 1, 2007 at 4:32 pm |
I think JetBlue responded to their disaster well. A Bill of Rights gives customers some peace of mind that their interests are a concern in situations like the one over Valentine’s Day at JFK. It is really easy for JetBlue to make a bill, but the true test will come when another storm hits, and planes are stuck because of it. Will they follow all their promises and make the situation easier for customers? If they do live up to the bill, the loss of customers will be drastically reduced. The bill is an excellent idea, but it means nothing if it isn’t properly executed. The bill also says something about JetBlue’s service concerns. Does the fact that they need a public customer Bill or Rights means that otherwise they wouldn’t be committed to serving their customer? I am a frequent Southwest customer, and their service is extremely reliable. As far as I know they don’t have any public promise similar to that of JetBlue to their customer. It doesn’t make Southwest any less committed to service than Southwest. If a company has a service committment does it create better customer service, and if they don’t does it create the opposite? JetBlue can make promises to their customers till they are blue in the face, no pun intended. True customer support will be in JetBlue’s actions, not how well they can write out a promise that a disaster like JFK won’t happen again.
stacys2 // March 1, 2007 at 5:37 pm |
I would like to say I agree with value being the better approach. But because I am a poor college student and have to buy my own plane tickets, I have to say cost is the more appropriate approach; depending on which target market you are aiming towards. The majority of college students, as shown through these remarks, prefer cheaper airfare; while the generation before us prefers better quality. I say, as long as I have a something to snack on, I am pretty happy. Besides, because I know that airplanes normally do not provide good food, I usually bring my own. And although JetBlue has awesome cookies and Direct TV, I still would choose cheaper airfare in a second.
codyh2 // March 1, 2007 at 5:37 pm |
As a customer that has been slapped with the triple D from AA, I believe that JetBlue beats out AA on every field of play when dealing with customer service. As a business, you have to pay attention to the customer satisfaction. Recently I purchased a round trip ticket from Lubbock to DFW, for just the weekend, directly from the teller in the airlines terminal. When i got back to my house I realized the teller had me going from DFW to Lubbock for just the weekend. I tried for days to ge it fixed and they repeatedly told me that I specifically told the teller from DFW to Lubbock, which was not th case, so there’s the deny part and of course everyone can figure out what happens next but I believe that AA is just wanting your money and cannot realize what else goes into running an airline business, customer satisfaction. If jetblue is offering warm cookies and directv then I know that they are trying to treat the customer right and willing to offer these things to get them back on their airlines for another trip. Jetblue doesnt have to slap the triple D on anyone because they have a good reputation of trying to help out the customer in a situation like the one on valentines day
kendallk1 // March 1, 2007 at 6:19 pm |
Props to JetBlue for getting their act together. First of all, let me just say that I am not a fan of American Airlines. I have never had a positive experience flying with them. As a relatively frequent flyer, I have flown with all three of these airlines. The attendants and staff of American Airlines don’t seem to care much about the passengers. Southwest and JetBlue, on the other hand, have always given me an exceptional experience. Southwest has been especially great. Yes, there have been a few problems, and I admit I wouldn’t want to spend my whole day sitting on a runway. However, I don’t really see the issue with weather delays. If the weather was very dangerous and it was determined to be too unsafe for air travel, I think I would be okay with a delay if my life would be at stake if the plane took off. On my last flight from Lubbock to Dallas, I was worried that my impression of Southwest might get tarnished. The flight was overbooked and slightly delayed until they resolved the problem; however, they offered any willing passenger several hundred dollars in travel vouchers, a free ticket the next day, and a free stay in a hotel until the next morning if they would wait until a morning flight. Even in a problem situation, Southwest handled themselves very well and kept the customer’s interest as a top priority. The mission of Southwest Airlines is “Dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.” So, the customers are obviously in their thoughts first and foremost. As for JetBlue, they have always been very accommodating to me. Their prices are very competitive for what they offer, and that is excellent. Obviously, to get cookies and satellite TV on a flight for over a hundred dollars less than Southwest (who only gives you a little drink and a tiny bag of peanuts) is amazing. I only wish they would fly from more locations (they only fly from Houston and Austin in Texas – not Dallas). My vote is for Southwest. I don’t want to pay two hundred dollars to American Airlines for someone to be rude to me.
joseb1 // March 1, 2007 at 6:56 pm |
Being a frequent flyer, I believe the extra perks Jet Blue offers are great incentives to get people living in an upper class lifestyle to travel on their planes. Yes, these same incentives can be self provided when flying but what about those who seek no hastling and expect things to be of first class service? If those people seek to spend that kind of money on frivolous items used to take your attention away from flying, then so be it. Personally, AA plus some food and a video ipod plus the pillow with the built in speakers would be the same experience as flying jet blue. Quality can come at a price, but you can budget yourself and still have a quality flight with a cheaper airfair.
eriny2 // March 1, 2007 at 9:24 pm |
I believe that JetBlue will continue to deliver on their statement of trust for their customers. JetBlue understands its customers and values them. People often become very irritated with airlines because on a daily basis there is some kind of discrepancy with their flight. I think that people walk into an airport only to expect that their service will not be held to their standards. JetBlue seems to understand their customers and what they have come to expect. This enables them to stand out from their competitors like American Airlines and Northwest because of the extra attention they give to their customers. I fly several times a year and I personally know there is nothing more irritating than having a delayed flight. When most purchase a flight it is for vacation or something leisurely that gets them excited to get to their destination. Most of the other airline trips are purchased for business and to have a delayed flight when you are on your way home from the trip can make people very irritated. After a business trip, people are exhausted and the last thing they need is to be delayed. As you can see, no customers are satisfied with being delayed. I think that the hot, chocolate cookies and the TV are defiantly commodities that add value to JetBlue. It doesn’t matter what airline you are flying, if the flight is delayed for whatever reason then all of them will be delayed going to that location. Therefore, you will be sitting on the runway either way and I think that JetBlue shows they care by helping to alleviate the inconvenience. This value defiantly puts JetBlue at an advantage and I would rather be in the most comfortable situation I can be in, seeing as you can’t prevent it.
kirkf1 // March 1, 2007 at 9:30 pm |
I personally have never flown on JetBlue airways. Although being with just about any person ever that has flown on any airlines, I can say the experience of being delayed, cancelled and etc. is the biggest beating ever. Usually all you get is the generic sorry and “we’ll get you out ASAP.” With the response Jetblue gave recently on how they were going to make it up to their customers for recent delays I was honestly impressed and intrigued. If jetblue holds true to their promise and continues to offer the amenities listed previously there is no doubt they are setting a new standard in the airline industry. In keeping with their current operations I see no reason why Jetblue can become one of the few profitable airlines next to Southwest.
justinj1 // March 1, 2007 at 10:05 pm |
American Airlines and the airline industry in general provide terrible customer service. I once had a 10 hour delay before American cancelled the flight due to weather, as other airlines took off and landed. In addition, they refused to give me a complementary hotel. I wrote a complaint letter and received no formal response. I think the customer service department of the airline industry is a huge opportunity. A niche company such as Midwest or Southwest could capitalize on this and develop it into a strong brand image much like JetBlue.
nicoshas1 // March 1, 2007 at 11:33 pm |
I would agree that lower cost are not the winner of the day most of the time. If I was to take a trip somewhere, I would definitly pick the airline that had the most perks at a reasonable price. I will not pay another $100 for cookies and directTv if I could fly for significantly less. Although if I knew that I was going to be sitting on the tarmac for 10 hours I might reconsider……On a whole though value is the winning strategy because the value and the perks that an airline offers is not just reperesentative of “free things you get while flying” , I percieve it as the quality and care that an compnay has to offer its customers, poeple they actually care about (whether they actually care or not is another matter, but their marketing worked cause I believe they care.) Anyone who makes me sit on the tarmac for 10 hours, make me pay for snacks, ect would definitly not be my first choice of airline
hunterh1 // March 2, 2007 at 12:56 am |
I honestly think that while AA and Northwest may have saved money by using the “three D’s”, in the long run their business will suffer from it. When Jet Blue took responsibility for its runway debacle a few weeks back, it did more than just appease a few angry customers. By simply issuing an apology, and acting like they cared about their end customer, they created a bigger, and better image in the eyes of their customers. Instead of leaving their customers with a bitter taste in their mouth, Jet Blue gave them a reason to give the airline another shot. AA’s use of the “three D’s” does not come as a shock to me though, as I have had the unforunate occasion to use their airline and to put it nicely, their attitude towards customers, was definitely lacking. If all companies took a similar approach to what Jet Blue did, their image would not be quite as harmed as if they did things the AA way.
lesleyh1 // March 2, 2007 at 4:31 pm |
I think there is alot to say for Jet Blue. They were able to recognize a situation and add some incentives to the package to lighten the blow. People are paying extra for the cookies and tvs and expect a business relationship when they fly with Jet Blue. They expected to be treated this way and know what they are getting when they step onto a Jet Blue plane. The same can be said for AA customers. They know what they are paying for. I dont agree with how they handled the situation, but it is kind of hard to deal with unexpected weather. I think that if AA wanted to have as high of expectations from their customers, they should show them the same respect and value the business relationship.
marcusk1 // March 2, 2007 at 5:30 pm |
Customer service is a of great importance in any industry today. Jet Blue has done a good job providing customer services and making customers feel important.
At the same time safety is a promise that many airlines offer; weather delays are just something that customers will have to deal with.
monicag1 // March 2, 2007 at 8:01 pm |
This case is very diverse, only because there are so many opinions about flying. Some customers prefer cheaper rates to comfort. For others, its the other way around. My dad works for AA and all my life I have traveled on AA. I fly almost twice a month. I am used to all the delays and the waiting since I fly standby – its become like second nature to me. All this so I can fly for real cheap! However, if people can lay out the extra bucks for comfort then they should. Customer service is very important now, but for a the airlines industry to compete on comfort is very difficult. Bad weather and delays are unexpected. Adding cookies and hot chocolate is not going to make the plane show up any faster. In the long run, cheaper prices is what is going to win the customer over.
wilsonh1 // March 2, 2007 at 11:33 pm |
While I do believe Jet Blue handled their situation better than the other two, I think the other two came out on top. Jet Blue offers a unique high end service that is hurting both the customer and the company. It is hurting the company in that in the recent weeks they have lost around 50 million dollars and will report earnings of around negative 8 to 10 percent this quarter. It is hurting the customer by having flights that cost hundreds more than its competitors. At the end of the day, while customer service is important, competing on cost is where airline businesses need to be.
jenniferr1 // March 4, 2007 at 4:00 pm |
I would start by saying that even since i started flying, I have seen the quality of flights go down and the amount of things flight attendants do also seem to be decreasing. I don’t think I have ever had a terrible problem with delays, except when my airplane door wouldn’t shut properly and I was relieaved when we got off the plane and boarded a new plane, safty first. That incident was with Southwest Airline..the discount flight. I am suprised that Southwest is a competitor in discount prices and has the highest price on the list you posted. It looks like the discount, JetBlue has still been able to satisfy customers with little things while the bigger brand like American can’t seem to make the right decision. It looks like the discount airlines should be the winner in consumer minds, but people will still think airlines like American are better.
parkerc1 // March 5, 2007 at 6:08 pm |
I like the way that Jet Blue is trying to create value through customer service. Great customer service is disappearing by the day, but is that little extra enough to pay such a high price? For a college student I don’t think so. I personally fly rather frequently, and yes I do like the little extras I would get with Jet Blue as opposed to Southwest, but it’s not enough to sway my financial budget. Delays are repeatedly weather and airport induced; so many times it’s not worth your extra money to get snowed in. Since you can bring your own movies and cookies, Jet Blue will have to come up with a more sufficient way of earning my business.
jalderson2 // March 7, 2007 at 2:11 pm |
I have not flown aot in the past couple of years. I do not really like to fly so I try and avoid it whenever I can. Since I do not fly alot I would be willing to pay aot more to be comfortable when I do. I think Jet Blue is doing agreat thing, if they are actually going to follow through with their promises. This is the era of customer service and competetion. The customers are always right and companies have to suit to them if they want to be successfull in the future. I would fly Jet Blue if not to try it.
rachelc1 // April 19, 2007 at 5:50 pm |
I really do not fly to many places during the year, but when I do I usually take Southwest Airlines. I am from Dallas and Southwest flies into Love Field, which is a very convenient location for me. My main objective when looking for a flight is the price and convenience. I have never experienced a bad flight with Southwest, but I miss the luxury experience that airlines used to offer. It seems that today airlines are slacking in the value and luxury area. I would definitely pay more money to fly Jet Blue and have a more relaxing experience. There is something about being on an hour flight with an airline that provides you hot chocolate and direct television that makes the flight go a lot smoother. In the future when I make frequent flights to Dallas, I will probably be a loyal customer to Southwest. However, when I have to take longer flights, I think Jet Blue is a wonderful alternative. A few years ago I flew out of Houston to the Bahamas and I have to admit for that long flight the peanuts and drink did not make my flight experience outstanding. I agree with the person earlier that said Jet Blue is focusing on the customer satisfaction. I wish more airlines today cared about your satisfaction rather than just your money.
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