28
2008
jetBlue Delivers a Systematic Customer Service Letdown
jetBlue airlines has experienced its fair share of ups and downs online. First, it had a fantastic blog, then failed to use it when a series of flight cancellations crippled the airline on Valentine’s Day, 2007. Instead the airline produced a late and often jeered at YouTube mia culpa from former CEO David Neeleman.
jetBlue’s latest foray into social media occurs on Twitter. Unfortunately, a series of events last week demonstrated that while responsive, jetBlue Twitterer Morgan Johnston cannot affect change for the airline.
Two posts on my personal blog — Boo! jetBlue and jetBlue Adds Insults to Injury — detailed a series of bad experiences that occurred last week on different flights. In short:
The complaints and discussion spilled out into Twitter, and soon included Morgan Johnston. To Morgan’s credit, he was very responsive and sympathetic, even DMing me several times. But when it came time to do something, he was powerless to help, instead referring me to a complaint form (note the bonus tweet for District of Corruption Co-Host Technosailor’s Aaron Brazell).
The formal jetBlue response came only a few hours later, but instead of taking actions to alleviate this disappointment an empty apology was issued without relief for the extra costs or time consumed. As a result, while feeling listened to, my experience was a systematic letdown. In turn, jetBlue will not likely receive business from me for a long time.
If companies want to engage in social media then they need to empower online representatives to act. Having a corporate Twitter representative is only an effective customer service tool when representatives can do more than empathize and promote discounts. One of Dell’s great social media strengths comes from empowering folks like Richard Binhammer to act on behalf of the company.
If Morgan Johnston had that power this situation may not have ever gotten to a second blog post, much less this third one on a much wider read blog. Instead, jetBlue receives another public black-eye, and its brand experience becomes tainted.
Dave Neeleman Says:
April 28th, 2008 at 8:46 am
Did you have a confirmation number for your rebooking? Was your chargecard charged? Without that maybe I can walk up to the JetBlue counter and tell them that I too had a reservation. What were you wanting them to do? Please tell me that you’re not one of those that want a free ticket at EVERY transgression. I wish my bank,grocery store, post office, department store, cable company, restaurant and fitness club worked that way. I can understand that you want to be ‘made whole’ by JetBlue but it seems to me that the under current is you’re wanting more. How many free roundtrips would satisfy you for asking you for a tip?
Cam Beck Says:
April 28th, 2008 at 8:55 am
Geoff - Great points. It’s called “customer service,” instead of “customer empathy” for a reason.
Geoff Livingston Says:
April 28th, 2008 at 9:22 am
Dave:
I did have a confirmation number, thought not with me at the time. Unfortunately, my travel life is so rigorous that I often just show up these days. Most airlines are precision enough that this is not an issue. I travel every week for business and don’t excperience these kinds of problems.
Also, it’s offensive to see a former CEO of said airline come in here and infer that I did not have a confirmation, that I demand free trips all the time, and also defend this kind of shoddy service. As far as “free trip” I don’t need one. I just need to use a different airline.
Lewis Green Says:
April 28th, 2008 at 9:28 am
Maybe we now know why Dave is a former CEO.
Cam Beck Says:
April 28th, 2008 at 9:42 am
Last week, when I flew to Ad:Tech (Not on JetBlue) in San Francisco, I arrived about 40 minutes before takeoff. I used to be able to do this without a problem, but apparently that’s now forbidden in a post-9/11 world.
They put me on another flight and for a fee, and they could guarantee my seat.
I was a bit annoyed, but they didn’t do anything wrong. They told me to be there an hour early, but traffic was worse than I expected.
Tamar Weinberg Says:
April 28th, 2008 at 10:20 am
Shucks, I guess I’m powerless to complain about my $900 last minute flight that I had to take on the 17th. :(
Valeria Maltoni Says:
April 28th, 2008 at 10:22 am
What a great opportunity missed! Seth said it best a couple of days ago, it starts with “yes” or “you’re right”. The details can be handled separately, what companies cannot recover from is a bad attitude http://sethgodin.typepad.com/seths_blog/2008/04/youre-right.html
Ontario Emperor Says:
April 28th, 2008 at 11:08 am
My takeaway from this whole episode is that you can’t take a defective customer service system, bolt some social media on it, and assume that things will now be wonderful because you’re trendy. Any customer service input, whether it be Twitter, CB radios, or postcards, needs to be incorporated into a comprehensive customer service system to be truly effective.
PR Connections » Listening is not enough Says:
April 28th, 2008 at 11:23 am
[...] Geoff Livingston’s post this morning about his experience with JetBlue provides a clear illustration to my theoretical point. Sphere: Related [...]
Toby Says:
April 28th, 2008 at 3:27 pm
Geoff - I sincerely hope the comment by “Dave Neeleman” was not the “Dave Neeleman” who was CEO of JetBlue. It’s not only a disgrace to JetBlue but to the entire airline industry to be represented so unprofessionally. I agree with Ontario Emperor, and as we’ve talked about many times, unless back-end business processes are in place taking part in the convo can do more harm then good. Sad to see a once innovative company making these types of customer service mistakes.
Geoff Livingston Says:
April 28th, 2008 at 4:05 pm
Toby: I couldn’t agree more. Let’s hope it’s a fake Dave.
On your comment and Ontario’s: I do think that Morgan assuaged some angst, it’s just, well not good enough. You know, it really sucked, and a lot of it had to do with attitude from the employees.
Xdm Says:
April 28th, 2008 at 4:40 pm
Last year I was bent over by United. They overbooked (by about 15%) a series of flights to Toronto. My ticket was worthless and I had to wait most of a Sunday, Mother’s Day, at IAD until they could get me and about 25 other people on the next four flights out. (Did I mention all those flights were full too? Did I mention I was pregnant?) I’m savvy enough to have gotten over to Customer Service and complain/cry up a storm for a reserved seat on ANY flight and a free voucher but here’s the kicker: as a government contractor the gov paid for the ticket in the first place so the free ticket was gov/company property. I turned it over to be used for another business trip that went just as poorly. Travel sucks these days. That’s pretty much all there is to it. I don’t expect it to change because we now have the power to complain more broadly.
links for 2008-04-29 « Public Relations Matters Says:
April 28th, 2008 at 9:45 pm
[...] jetBlue Delivers a Systematic Customer Service Letdown » The Buzz Bin JetBlue uses Twitter .. . but still fails to satisfy this customer. So he blogs about it. (tags: twitter) [...]
Goodness Gracious, Great Blogs of Fire! » The Buzz Bin Says:
April 29th, 2008 at 6:35 am
[...] as the Buzz Bin discusses customer service let downs, Andy Sernovitz’s Damn I Wish I Thought of That reiterates the need for excellent customer [...]
John Whiteside Says:
April 29th, 2008 at 11:31 am
There are lots of types of stories circulating lately about a lot of different companies; while a company certainly gets a lot of points satisfying somebody with a well-read blog, the goal should be to use these media to identify operational problems and fix them so that they stop occurring for everybody. In the case of the rebooking issue, it sounds like you came across a systems problem that they now know about (& owe you $50 for). In the case of the tipping issue and the snarly rep. some cultural problems for which you were owed an apology and which need to be addressed. For the lost bag problem, it doesn’t sound like anything that isn’t absolutely unavoidable in air travel - some bags will get lost and need to be tracked down.
I’m just not sure this qualifies as “systemic” rather than one badly handled situation with the rebooking.
Ontario Emporer’s point is right on the mark: social media provide feedback, but really aren’t a replacement for good systems (for operations and customer support). I never fly jetBlue so I have no idea how their systems really compare to other airlines (it sounds like they’re mixed at best).
Accidentally on Purpose Blog » Links for 2008-04-30 Says:
April 30th, 2008 at 4:52 pm
[...] JetBlue Delivers a Systematic Customer Service Letdown [...]
Member-to-Member: Organizational Identity in the Age of Social Media Says:
April 30th, 2008 at 5:24 pm
RichardatDELL Says:
May 1st, 2008 at 12:20 am
Hi Geoff,
You are correct to state the importance for companies to be able to listen, respond and act. However, from a company perspective it is important to remember that not all actions just happen. Some take time, follow up and form filling.
Also, while I appreciate you calling me out, let me assure you I am not simply waving some magic wand alone. First and foremost, I am just one person and one member of a team of great people who all work together to listen, do what we believe is right for our customers, and striving to also build long term relationships with our customers.
Our many online conversations everyday involve lots of follow up with “offline” colleagues “back in the office.” And it is often their unsung expertise, knowledge and understanding that is crucial to moving the ball down the field so that we grow and improve as a company.
Geoff Livingston Says:
May 1st, 2008 at 1:01 am
Great insights, Rich. Thanks for coming by and expounding on those aspects of your program.
TheLetterTwo.com » Blog Archive » Customer care bullying no more Says:
May 3rd, 2008 at 12:17 pm
[...] about a product, you can voice your opinion on a blog, as Geoff Livingston wrote about on his Buzz Bin Blog relating to his encounters with [...]
Is JetBlue using twitter to spy on its customers…or blow their minds? | Awake At The Wheel | Personal Growth | careers | entrepreneurship | health & happiness Says:
May 6th, 2008 at 6:52 am
Irene Says:
June 1st, 2008 at 4:12 pm
I too have a bitter taste in my mouth from Jet Blue. A brand new bag that was purchased for a trip on Jet Blue arrived at it’s destination damaged. Their response? A $50 discount on their next flight. Big deal. I woun’t fly on that airline again and will be sure to tell everyone I know. I have asked 5 times what agency I need to contact to file a complaint regarding my damaged bag. They still will not tell me. I have been told to file a homeowners claim, a claim against my credit card, etc. They won’t answer my question and keep telling me how sorry they are, etc. The people in baggage (JFK) are rude and obnoxious. Can anyone tell me how to file an official complaint regarding JetBlue. Is it the FAA?
Eric Says:
July 29th, 2008 at 8:58 am
So I’ve been dealing with Jet Blue recently trying to get tickets changed. Exact same flights, exact same days just a week later.
One would think it would be easy. Pay the diffenrece in flight fees, maybe a little admin fee because someone had to use a computer to make a couple changes but $800!!!!
Yes, Jet Blue wants to charge me $800 for changing a few tickets by a week when neither flight leaves for 2 months. Not like I walked in the day of and asked for a change. I realize a booking mistake was made and now they want to charge me almost again with the tickets cost in the first place.
I call their Customer Non Service people and after 30 minutes of arguing, asked the person, “So a mistake was made and now your basically saying to me, ‘Screw You’” to which the person said “Yes”. Her supervisor, equally unwilling to provide assistance, agreed with the girls statement.
They refuse to provide any assistance, empathy and after talking to the supervisor, they refuse to let you talk to their supervisor.
I strongly, STRONGLY urge you to avoid using their services. Ever. The idea of you get what you pay for is highly evident in this airline. They are the worst airline I have ever had the displeasure of doing business with and will not use them ever again. I encourage you to do the same.
jimmyjames Says:
August 12th, 2008 at 12:41 am
I understand that travel today is not like it was even ten years ago, and that schedule issues, (occasional) poor customer service and less-than-promised product delivery occurs in most all buinesses at one time or another. But, with airlines (and especially JetBlue in my case), it is one of the few businesses where you are required to pay for services in advance and run the risk of forfeiting some or all of the money you paid without ever recieving delivery of the service. One-hundred dollar “change” fees (for example) should be illegal…given that some tickets can cost little more than the change fee itself. Once a ticket is paid for, there is very little (if any) leverage that a customer can excersize should they not get the service they were promised… and I’m not talking about abrasive gate personnel or broken seat-back TVs. I’m talking about not getting the flight that you paid for, in advance and in full, because the airline is completely inept at handling something as simple as a weather delay… or heavier-than-usual demand… or crews that have timed-out and flights that need to be canceled as a result…basic “blocking and tackling” in the airline biz…JetBlue, over the past year, has become the poster child for an inept, poorly trained airline with virtually no contingency plans in the event someone (or something) hiccups…I fly nearly every week, and I’ll do my best never to fly then again.
Scott Goldman Says:
August 12th, 2008 at 11:18 am
Speaking as someone with WAY too many miles clocked in various frequent flyer accounts, and having dealt with the airlines on virtually every kind of complain imaginable, I’d like to offer a few observations:
1. All airlines stink, just in different areas and at different times. There are real business _reasons_ for this, but no excuses (the two are decidedly different).
2. Airlines are a very, very tough business. Do you know that a completely full flight going coast-to-coast can sometimes generate less than $1000 in profit for the company? One missed connection and an empty seat and that profit is gone. Did you know that de-icing a plane costs up to $25,000 if it’s a wide-body? Again, no excuses here, but let’s try to keep all this in perspective. This does NOT, under ANY circumstances, excuse lousy service or nasty employees - I’m just trying to add some scale to the discussion about costs for tickets and such.
3. There is a fundamental, philosophical and structural problem with the airlines (touched on by JimmyJames, above) in that they get paid before services are delivered. I have always asked myself - and frequently others - why isn’t my credit card charged when my flight is COMPLETED? What other business do you know of where you are charged in advance - for a service, no less, not even a product that’s going to be delivered - and have little recourse in addressing when there’s a problem?
4. Sadly, despite any efforts at new-media interaction or purported efforts towards “enhancing” customer service, I am virtually convinced that most airlines (with the exception of the occasional dedicated employee) are tired, old-world organizations with little focus on the customer and 99.99% focus on operations. Adding a blog or tweeting is putting lipstick on the pig - it’s addressing the symptom, not the problem.
5. It’s not going to get better. In fact, I anticipate that (good grief - is this really possible?) it will get substantially worse. In all the years I’ve been traveling I’ve never seen an uptick in the trend for improved service, on-time performance or costs. With the obvious absence of a terrorist attack during the past seven years we’ve still had to endure a nasty series of bankruptcies, pathetic operational errors and headline-making stupidity by the airlines. Why would anyone think that it’s going to get better now?
So what’s the solution? If I knew I’d switch hats and become an airline consultant. But there are a few things that you can to mitigate the angst that comes along with every flight:
1. Keep all confirmation numbers handy. They’re in my iPhone, sure, but I also print a copy of the itinerary and stick it in my bag. A small thing but you’d be amazed at how much it’s mattered on occasion.
2. Fly as early as you can. Delays stack up like dominos. Get up, get out, get there.
3. Check bags if you must but carry a small toiletries kit in your backpack, carry-on, whatever. You’d be shocked at how often I’ve lived out of a 4X4X2 kit with the essentials for 24 hours.
4. Never, ever, EVER pack your phone charger in your check-on bag. If you’re stuck you’ll burn through your battery in a heartbeat and will be begging people who have your same phone to let you charge up for a few minutes.
5. Check in online the day before. Once you’re in there are lot of of airline regulations that make it a whole hell of a lot harder for them to bump you later. Wait until you get to the airport at your own peril.
6. When the worst hits (like a cancelled flight) forget about the lines at the ticket counter - get on the phone to the airline instead. I can’t tell you how many times I’ve walked past people who were on my cancelled flight on my way to another one while they’re still waiting on line at the counter.
7. Stay really, really calm when you talk to the staff. Their behavior will reflect yours and I’ve been upgraded, vouchered and escorted to flights because I’ve been a nice guy (it doesn’t hurt to dress professionally, too - save the flip-flops for the beach and the jeans for your home office).
8. Bring your own food. I grab a sandwich at a local spot the day before and stick it in my backpack. If you’ve ever been stuck on a runway for five hours you’ll know why.
9. When all else fails and they tell you that “that’s our policy” try using my favorite line (it works about 90% of the time): “I understand that’s your policy. I’d like you to make an _exception_ to your policy. You have a chance to make a customer either very happy or very unhappy right now - it’s up to you.”
10. Finally, forget about ranting, blogging, tweeting or doing anything else to complain using new media techniques. Despite what the airlines may portray they don’t have a clue. A well-written, articulate (i.e., no spelling or grammatical errors, please) letter - yes, the paper kind - addressed to the Vice President of Customer Service will get you much, much further than blowing off steam at your keyboard.
There’s two cents worth from a guy with two million miles flown. Hope it helps.
Leave a Reply
Categories
Recent Comments
Showing Personality is Great, But Sharing Too Much Information Isn't :
Buzz Meter: PitchEngine:
Attitude and Actions:
Keeping a Cool Head and Maintaining Employee Morale During Tough Economic Times:
Recent Posts
Resources
Archives
About this Blog
The Buzz Bin offers readers musings and analysis on marketing, buzz, PR and Washington, DC from the team at Livingston Communications.Read more about us ...
» buy the book
A primer on New Media for Executives and Entrepreneurs.
Copyright © 2008 The Buzz Bin, Livingston Communications
Site by Viget Labs