1-Send me an e-mail when fly 476 arrived today in Boston It supposed to arrived at 5:39 but web do not tell me if already arrived.

2-If there a web that can show me the mapa of the airplane moving during his travel; so we can track it?

Thanks

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.

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.

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.