As folks who drink at the JuiceBar know, I write a lot about travel.
So here’s a travel story with a simple lesson.
It is amazing what happens when you are nice to people. It is even more amazing when you go the extra mile and do something surprisingly pleasant.
I lay there thinking. Can I stay in my bed? Please? God, it is early! In my mind I sound like a 10-year-old.
By 5:15 I’m heading down the Dulles Toll Road ready to attack a day trip to Boston. Leave at 6:30 am. Grab a cab. Make a 9 am meeting. Break. 2 pm fly-by. Head home on the 4:30 pm. Able to make a meeting back in Northern Virginia at 7:30 pm.
The above is the reason I have not watched the movie Up in the Air. The movie is way too close.
Slug through security. People mover. Gate B66. And here is where things get interesting.
Flight delay. Mechanical problems.
It is 6:15 and the agent is actually cheery. Upbeat. Moreover she’s open, honest and most of all accessible. Next update at 7 pm. Bing. At 7 am she’s talking to me. Next update at 7:30 am. 7:30 am comes and bing, she’s talking to me again. Answering anybody’s questions. More agents begin to cluster around the gate readying to move. Decision made. Next update will be at 8:30 and there’s a 9 am flight so let’s get everyone on to the 9 am flight. Agents fan out. There’s running through travelers like a California wildfire through Hollywood. I timidly note to one agent that my meeting in Boston starts at 9 am. So I don’t know if this whole flight is worth it.
He says to me, “Let me know what you decided and we’ll take care of you.”
Thirty minutes later, after a handful of emails and a couple of calls with my CEO, we pull the plug on the day trip.
I go back to a DIFFERENT agent and tell him my decision. I’m so used to being abused, charged, and refused that I don’t even ask for a refund.
Turns out I didn’t have to.
“Oh, yes, Mr. Johnson. My colleague mentioned that he talked to you. Totally understand. He already told me that we’re going to issue you a refund. Should just take a minute.”
I love JetBlue — for today — because …
- They were nice.
- They were accessible.
- They did something that they didn’t have to do.
- In fact, they did something that others NEVER do.
I say that I love JetBlue today because I’m just as human (and fickle) as anyone else. But if JetBlue continues to do this, they may be taking a lot of travel away from United. At least from one traveler I know.
[ENDNOTE for anyone from JetBlue reading this. It was the agents at Gate 66, flight 1250. They were ALL great. Please do something nice for them.]