Monday, 19 February 2007

• jetblue debacle?

  As almost everyone in the Northeast knows, JetBlue has been having a heck of a time with the weather this past week (see this note on their website) - basically facing a huge number of cancellations, angry irritable travellers, and loads of bad press.  I myself was subject to the this debacle as I had round trip tickets from Boston to New York.  Normally, it's a pretty good deal, not as good as the old time Delta Shuttle travel pack (Eight $50 one ways from Boston to New York or vice versa for students under 25!), but much better (pricewise) the other airlines offering the same service.  However, my flight on Friday was delayed (with no apparent explanation besides "Please be patient customers, we will begin boarding shortly" even though we waited around for 45 minutes) and my flight yesterday was cancelled. 
  
  I got this notice through email:
  

  Dear Debora,
  
  As a result of system disruptions impacting flights to/from the Northeast we are unable to complete your travel as scheduled.  Your flight #1006 on February 18, 2007 for travel from New York's JFK has been canceled.  Please call us at 1-800-JETBLUE (538-2583) to discuss options for alternate travel.  Your confirmation number is XXXXX.

  We thank you for your understanding and look forward to welcoming you onboard soon.
  
  Sincerely,

  JetBlue Airways

  Being a good little customer, I called the line only to get this (paraphrased) message: "Dear caller, we are experience a high volume of calls today as a result of our system disruptions and therefore will NOT be able to take your call.  Please note that we will be offering refunds and reschedules for flights between Feb 14 and 19 until May 22.  Please call again at later date to arrange these changes." (or something like that).
  
  I admitted defeat... but hey, I'm not as disgruntled as the passengers who were stuck on the runway for eight hours, or the passengers that I saw at Logan on Friday (several flights to Florida were delayed and cancelled, comments I heard included:  "This is the first and last time I'm taking JetBlue," and as a response to "Ladies and Gentleman, the flight to Daytona is cancelled..." "Mom, what does that mean?" and angrily: "It means we're not going to the your uncle's wedding, that's what it means..."). 
  
  Then, just as I had just about given up on JetBlue (at least temporarily), I got a call two nights ago at 1am.  It was an obviously tired airline employee:  "Sorry if I've woken you up, but I'm just checking to see that you knew that your flight tomorrow from blah blah blah... was cancelled.  I'm calling to see if you wanted to reschedule your flight for a later date or get a refund...etc. etc."  It was pretty amazing actually.  I realized from talking to her (and the weirdness of the hour) that JetBlue had been calling their hundreds of customers and personally trying to deal with the problem.  Needless to say, I got the refund and unlike some of my fellow weekend travelers, I will be flying JetBlue again.
  

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