jetBlue – Customer Service Done Right
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Anyone who has travelled domestically in the United States knows just how bad the US airlines are. It doesnt seem to matter which one you fly one (Delta, United, America, and so on) the service is often delivered with a snarl, business class and first class seats make going to the theatre seem comfortable, the flights seem to be always delayed, the food is often inedible and you seem to pay extra for everything.
Therefore imagine my surprise when i ended up on a jetBlue flight today and it has got to be one of the best domestic flights i have taken anywhere in the world.
The first thing you notice is the amazingly simple check in procedure. Getting my boarding pass electronically was a breeze – even when i didnt know my booking reference number. The baggage drop off queue was short, the process was a simple and the staff we very friendly.
Once I crawled through security, i thought i would grab some food for the flight. I was surprised to see a health food store – there right in the terminal – and the selection of food i could take on the flight was amazing. Unlike more airports where deep frying is the norm, the broad selection made finding a healthy alternative easy.
The next thing you notice is that people everywhere are online. Why? Well the internet in the terminal was FREE. Yes FREE!! They seem to have made the decision to give away internet access in the terminal. It made a nice change from having to pull out the credit card to pay some exorbinent fee for 30 mins of connection.
On the plane you immediately notice two things. Firstly the seats (all the seats) have great leg room – more than i usually get on a domestic flight. Secondly – there is a tv screen in every seat and you have access to Direct TV and 40+ channels. And the best news – it was FREE. Yep – i was able to watch, coast to coast, Direct TV for nothing.
Overall this has to be the most pleasant domestic flight i have ever had. jetBlue seems to get customer serivce and they get it right. Not bad for a $200 flight from New York to San Francisco!
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Simon, be sure to also check out Virgin in the US. Brand new planes, and free Internet access I believe too.