I remember a day when I had a warm, fuzzy feeling as I booked a flight on my favorite carrier— Jet Blue. I loved the nice, simple Jet Blue web site design and branding, their warm, welcoming, young staff, the big TVs and the roomy seats on the plane. It all said fun, cool and friendly. I made Jet Blue my first choice to fly as a rule. A great option to an otherwise poor playing field of carriers.
Fast forward to my trip last night. Long three hour lines; an angry, seemingly eternally angry, unapologetic staff; check-in kiosques that were broken (and clearly not getting any attention) were among the worst offenses. Once we boarded, the airline experience was pretty much indistinguishable from any other except for the $6 pillow and blanket charge on a very cold flight. What ever happened to the ”Jet Blue” experience that I remembered?
Long story short, my alliance to Jet Blue as an erstwhile lifetime fan dissipated with one bad trip, one bad day. It would seem Jet Blue’s customer differentiation is a bygone of better days. At a time when customers are at a premium and tend to be vocal about good/bad experiences, I am not optimistic the airline has adopted a winning strategy. Every interaction with a customer is a chance to win or lose loyalty, to make a positive or negative impression. I’m sure I wasn’t alone last night. But I for one won’t be coming back any time soon. I look back on my days of flying with Jet Blue as a jilted lover, disappointed that love didn’t last….