Wednesday, August 16, 2006
JetBlue
It’s a pity that the new security rules make the prospect of flying with children so unpalatable that I can’t imagine a scenario that would get me on a plane any time soon, because I have it on good authority that there is, contrary to my previous impression, actually an airline out there that I wouldn’t grieve over having to give my money to. An airline that’s actually, I’m told, figured out that its customers are--wait for it--actual people! Who are seeking a service! And they want to provide it! Freaking revolutionary, I tell you.
All snark aside, my brother asked me to blog about the experience he recently had with JetBlue, because it was so outstandingly good that he figured the world ought to know about it. And y’all know how happy folks have to be before they make a point of publicizing their happiness, so this is no small thing.
What happened is this: he and his wife were planning to vacation in the Bahamas. As they were getting on the plane, though, he collapsed, so rather than flying out he got a trip to the hospital instead. (For those who don’t know, he’s in the middle of cancer treatment, and he’s ok. Turned out to be “just one of those things.") Their flight was on JetBlue and the airline’s response was, in his words, awesome:
They reacted to everything so quickly and well. By the time we left with the paramedics they had gotten our bags which were already loaded and refunded us our fares which is against their stated policy. Then they called us the next morning to make sure I was okay.
Absolutely amazing. Really, really cool. That kind of customer service is incredibly rare.
If I ever get on a plane again, I know which airline I’m using.