Company: JetBlue
Date: November 5th
2015
Nature of
encounter: I was travelling home for the weekend.
Level of
satisfaction: I was satisfied with the outcome of the situation.
I was at the
airport bright and early on a Thursday morning. Everything went as planned; my
car to the airport arrived on time and I got there in a reasonable amount of
time, I checked in no problem and got through TSA in remarkable time. We
boarded the plane at about 7:45 am and were set to take off at 8:30. I was
settled in my seat and ready to go, we were taxing on the runway for about 30
minutes, this is not unheard of when you’re flying out of JFK. The plane
engines started to rev up, and then they decelerated. The captain came over the
intercom and said that we will have to go back to the gate because there was a
light on on his dashboard that indicated a problem. We taxied back to the gate a
few short moments later. Again, the captain informed us that he had gotten
another plane because he didn’t know how long it would take for the problem to
be fixed on our current plane. He explained that he would rather us switch
planes so that we get to our destination within a reasonable amount of time. We deplaned and went to another gate. We had
to wait for the passengers on that plane to get off and the crew to service,
cater and clean the plane. We boarded the plane at about 10:30 and took off
thirty minutes after that. I arrived to my destination about 2 and a half hours
late but nevertheless I was safe.
The encounter
was unfortunate but the staff handled the setbacks marvelously. They showed
true customer care. The captain made it clear that safety was a top priority
and he also had a sense of urgency. He knew that not having a specific amount
of time as to how long the problem would take to be fixed was unacceptable.
When I landed at my destination I turned on my cell service and immediately
found an email from JetBlue. The email exclaimed how sorry that they were for
the inconvenience and included a voucher for $50 to use towards a JetBlue
flight in the future.
JetBlue definitely knows
anticipatory service. They knew that customers would complain about being
delayed as soon as thy regained cell service when the flight landed. I think
that OSA could do this by continuously inform students of important deadlines
further in advance. I also think JetBlue empowers its employees to make
decisions. He made the decision to move everyone to another plane after he knew
that one could be provided. OSA could empower its employees. Allowing them to
make decisions on their own would cut down the wait time for customers seeking
resolutions to their problems.
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