JetBlue dumped from BusinessWeek customer service rankings

Posted Feb 23rd 2007 11:10AM by Jonathan Berr
Filed under: Other Issues, Products and Services, Consumer Experience, Competitive Strategy, Employees, Southwest Airlines (LUV)

JetBlue Airways Corp. (NASDAQ:JBLU) suffered yet another humiliation in the press.

BusinessWeek dropped the low-cost carrier from its first-ever ranking of "client pleasing brands" following the recent embarrassing revelations that it left passengers stranded on the runway for 10 hours during an ice storm. The magazine compares how Southwest Airlines Co. (NYSE:LUV) handled a similar situation and finds that JetBlue's response fell way short.

The airline, of course, says the same thing. Chief Executive David Neeleman has apologized more than Mel Gibson, Michael Richards and Kevin Federline combined. Wait, Federline hasn't said he was sorry yet for his rap album but he should.

This reminds of a time when I was invited to a chemical plant for a safety demonstration. While I was on the site, there was an accident. Timing is everything.

Maybe BusinessWeek is being too harsh. Judging from the huge response to my last JetBlue post, there are plenty of people who think the airline's service is great. But as a great sage once said, actions speak louder than words.

Tags: airlines, airport delays, AirportDelays, airports, customer service, CustomerService, david neeleman, DavidNeeleman, jetblue, travel

Print this

Reader Comments (Page 1 of 1)

2-23-2007 @ 11:44AM

Raul V. Guzman said...

In the USA It is simple and free to criticize anyone or anything, especially if you have the means but lack the common sense bases. I wonder what BW will do if it would have to respond to an emergency where human lives are involved, I am almost certain they would fail to the 10 degree, compared to the companies they criticize, when it comes to customer service. Try calling BW regarding a subscription or a back copy? The results will simply make the case, as fail. Publishers are free to criticize and chastise others but not to the same standards, themselves.

2-24-2007 @ 2:31PM

Roy said...

Business Week or not, the customers will vote with their feet. Lets see what happens to JB's bookings in the next quarter or over the next holiday. Personally I suspect they have a good product with a wacked CEO.He sounded worse that mel Gibson on one TV spot last week. Still not in touch with real people.