JetBlue Customer Service
JetBlue Airways is one of the top commercial airlines in the industry. JetBlue was founded in 1999 by David Neeleman. Their sales pitch was to give consumers "leather seats, satellite TV from DIRECTV, satellite radio from XM, and movies" (JetBlue) all for a reasonably low price. JetBlue's main goal was to "bring humanity back to air travel". The airline industry is suffering more than ever when it comes to customer service.
JetBlue airways have always been my families choose of airline. Not because they were the best in the industry but because they provided a quality service for an affordable cost. We traveled often and my parents trusted the airline enough to send me and my sister on their flights alone. Our experience with customer service has been nothing to brag about. To name a few situations: they changed our flight information last minute without sending us the updated information, they lost our baggage twice, and the finally situation was when the attendant that was supposed to accompany me and my sister through security and to board our flight was late to work that day so we missed our flight and we had to board another flight 3 hours later.
One of the main issues for JetBlue customers are the over-exaggerated bag fees that add to vacation costs. According to the American Customer Satisfaction Index (ACSI) "passengers that pay to checked bags are 10 points less satisfied than those who don't." (Aluise). Although this is one of the most successful ways airlines generate revenue it is destroying customer relations and giving them a bad reputation. JetBlue wanted to distinguish them from the rest penny grubbing airline carriers without disappointing investors so they came up with the "First bag checked free program". Other than Southwest airlines who allow...