{"id":468,"date":"2010-01-13T09:12:09","date_gmt":"2010-01-13T16:12:09","guid":{"rendered":"http:\/\/jerrysjuicebar.com\/blog\/?p=468"},"modified":"2010-01-13T09:16:38","modified_gmt":"2010-01-13T16:16:38","slug":"why-people-like-jetblue","status":"publish","type":"post","link":"https:\/\/jerrysjuicebar.com\/blog\/?p=468","title":{"rendered":"Why people love JetBlue"},"content":{"rendered":"

As folks who drink at the JuiceBar know, I write a lot about travel.<\/p>\n

So here’s a travel story with a simple lesson.<\/p>\n

It is amazing what happens when you are nice to people.\u00a0 It is even more amazing when you go the extra mile and do something surprisingly pleasant.<\/p>\n

\"images\"The day started with a 4:30 am alarm from my BlackBerry<\/a><\/strong>.\u00a0 I love my BlackBerry<\/a><\/strong>.\u00a0 I hate my alarm.<\/p>\n

I lay there thinking.\u00a0 Can I stay in my bed?\u00a0 Please?\u00a0 God, it is early!\u00a0 In my mind I sound like a 10-year-old.<\/p>\n

By 5:15 I’m heading down the Dulles Toll Road ready to attack a day trip to Boston.\u00a0 Leave at 6:30 am.\u00a0 Grab a cab.\u00a0 Make a 9 am meeting.\u00a0 Break.\u00a0 2 pm fly-by.\u00a0 Head home on the 4:30 pm.\u00a0 Able to make a meeting back in Northern Virginia at 7:30 pm.<\/p>\n

The above is the reason I have not watched the movie Up in the Air<\/a><\/strong>.\u00a0 The movie is way too close.<\/p>\n

Slug through security.\u00a0 People mover.\u00a0 Gate B66.\u00a0 And here is where things get interesting.<\/p>\n

Flight delay.\u00a0 Mechanical problems.<\/p>\n

It is 6:15 and the agent is actually cheery.\u00a0 Upbeat.\u00a0 Moreover she’s open, honest and most of all accessible.\u00a0 Next update at 7 pm.\u00a0 Bing.\u00a0 At 7 am she’s talking to me.\u00a0 Next update at 7:30 am.\u00a0 7:30 am comes and bing, she’s talking to me again.\u00a0 Answering anybody’s questions.\u00a0 More agents begin to cluster around the gate readying to move.\u00a0 Decision made.\u00a0 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.\u00a0 Agents fan out.\u00a0 There’s running through travelers like a California wildfire through Hollywood.\u00a0 I timidly note to one agent that my meeting in Boston starts at 9 am.\u00a0 So I don’t know if this whole flight is worth it.<\/p>\n

He says to me, “Let me know what you decided and we’ll take care of you.”<\/p>\n

Thirty minutes later, after a handful of emails and a couple of calls with my CEO, we pull the plug on the day trip.<\/p>\n

I go back to a DIFFERENT agent and tell him my decision.\u00a0 I’m so used to being abused, charged, and refused that I don’t even ask for a refund.<\/p>\n

Turns out I didn’t have to.<\/p>\n

“Oh, yes, Mr. Johnson.\u00a0 My colleague mentioned that he talked to you.\u00a0 Totally understand.\u00a0 He already told me that we’re going to issue you a refund.\u00a0 Should just take a minute.”<\/p>\n

I love JetBlue <\/a><\/strong>— for today — because …<\/p>\n