JetBlue is widely considered the best loved airline in the U.S. and frequently scores highest in customer satisfaction reports. On a recent trip to Florida, it was nice to experience that award-winning customer service for myself.
This past weekend, I traveled aboard JetBlue from Reagan National Airport (DCA) in Washington, D.C., to Southwest Florida International Airport (RSW) in Fort Myers, Florida. Unfortunately, both my outbound and return flights were delayed due to mechanical difficulties. At DCA, passengers boarded the plane about an hour after our scheduled departure due to a malfunction, and once we taxied to the runway, the captain announced that the plane was experiencing a separate malfunction and returning to the gate. We eventually took off two hours late.
My flight home was just as troublesome. The gate agent announced that the plane was once again experiencing a malfunction, and passengers sat in the terminal watching a mechanic perched on the wing performing repairs. We eventually boarded and departed RSW about 90 minutes past our scheduled departure. To make matters worse, when we arrived in DCA, a plane was still at our gate, forcing our flight to sit on the taxiway for another 20 minutes.
You may be wondering why I’d ever fly JetBlue again, but here’s how the airline shined. Without any prompting, JetBlue emailed me a $25 credit the day after each flight. I now have $50 to spend on my next JetBlue trip. The emails don’t say why I’ve been awarded credits, but presumably they’re due to the delays.
This is excellent customer service and a nice surprise from JetBlue that engenders the good will the airline is known for. The best part is that I didn’t have to ask; JetBlue knew it had inconvenienced me and took preemptive action. I thought about tweeting a complaint to the official JetBlue Twitter page because airlines don’t like to receive negative attention on social media and will make amends, but there was no need.
Another nice feature that made up for my delayed flights was the free internet. I used JetBlue’s free gate-to-gate Wi-Fi service while both flights were parked on the ground, which allowed me to stay connected and not use up my data.
Traveler-centric features like these are the reason why JetBlue consistently scores highest in customer satisfaction reports. In 2016, JetBlue ranked highest in J.D. Power’s annual customer service satisfaction survey of North American carriers for the 12th-consecutive year. The airline offers passengers other free perks like unlimited chips and cookies from its famous snack baskets. It also has the roomiest seats of all U.S. airlines, according to data from SeatGuru.