Comments on: Boo! jetBlue

By: Zena Weist

Zena Weist — Fri, 25 Apr 2008 14:12:21 +0000

Ah, frustrated for you on so many levels. Glad you blogged this, it will be a great case study as I think this story will continue to unfold.

When I saw your first tweet, I was truly hoping jetBlue was tracking on twitter, what a missed opportuntiy. An opportunity to reach out to you and empower the manager all at once – all in 140 characters or less vs a 20 minute call, etc.

That comment sounds insane to some customer care orgs, but twitter and other instant “calls for help” need to be embraced (not addressed, embraced.)

By: Adam Cohen

Adam Cohen — Fri, 25 Apr 2008 10:49:48 +0000

That’s awful, and sounds like a customer service situation that could have easily been rectified.

By the way, the expression “tweeting furiously” doesn’t sound as threatening as it should.

By: Geoff Livingston

Geoff Livingston — Fri, 25 Apr 2008 06:17:39 +0000

Larissa: I suppose it’s an individual choice.

Karen:Can’t say that I have, but I should definitely give it a shot. And now I have reason to..

Josef: Thanks for sharing the link. I think all of the cell phone co are pretty bad.

By: Josef Katz

Josef Katz — Thu, 24 Apr 2008 21:34:42 +0000

I just keep thinking about that storm last year that left customers on planes for hours. Jet Blue’s customer service seems to have gone down hill for a while now.

If it makes you feel any better I wrote about a similar sort of experience I had with Verizon last week who also doesn’t have a great concern for their customers.
http://www.trumpuniversity.com/blogs/marketingmaestro/post/2008/04/verizon-wireless-alienates-valuable-customer.cfm

By: karen snyder

karen snyder — Thu, 24 Apr 2008 21:17:38 +0000

Geoff, have you tried Virgin Atlantic? I had my first flight out with them last week…the plane rocks!

By: Larissa Fair

Larissa Fair — Thu, 24 Apr 2008 20:21:59 +0000

Oy, and I was just thinking about how great I thought jetBlue was….