Bruce Feiler - Where God Was Born, Abraham, Walking The Bible

Code Blue
Monday, January 22, 2007

I'm the kind of person to be skeptical of the cult of certain businesses that pop up from time to time in the media. OK, Starbucks might have good coffee (I'm not a coffee drinker) and health care, but its food sucks. And Apple? My IPal speaker for my IPod spends far more time broken than fixed, often leaving me music-less in, say, Argentina when trying to put my girls to sleep.

I flew JetBlue to and from L.A. last week. I chose them in part because I wanted to watch the playoffs on the flight out, helping to kill the time. The service was fine. I had brought food so I didn't miss the lack of food. And the seats on the back of the plane had enough legroom.

On the way back, though, the flight was delayed an hour, then we had to stop in Salt Lake City because we couldn't carry enough fuel. They comped the movie, but I would have preferred the few hours even to "The Last King of Scotland." But today this email arrived.

Dear Bruce,

Thank you for flying with JetBlue Airways on flight #354 from BUR on January 18, 2007. We regret that we were not able to operate your flight as scheduled because of the fuel stop in Salt Lake City. We sincerely apologize for your late arrival and the inconvenience the situation may have caused you. As always, the safety of our customers is our first consideration.

To thank you for your understanding, we have issued you a $25 JetBlue electronic voucher.

Wow. Now that's impressive customer service.

Posted by B Feiler at 4:43 PM
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