“Another flight, and another few minutes of pondering whether a coach airline experience will ever be anything but varying degrees of toxicity on the brand experience scale.”
The quote above is from David Kiley of BusinessWeek, but I actually have something positive to say about an airline which came to me from my father who has never said anything positive about airlines in his life (for perspective he abandoned a scheduled week long trip to Europe when his layover in Cleveland was delayed and they wouldn’t tell him how long the delay would be). My father and his wife were going to drive to our house yesterday (they live about two hours away) have dinner at out house and then take a red eye on JetBlue to JFK then drive up to Vermont to stay with some friends on North Hero Island. On their way out the door, they received a call from JetBlue letting them know that due to sever thunderstorms in the northeast, their flight had been cancelled and they were on the flight leaving at the same time today and was this OK? The JetBLue person then managed to get them on a connecting flight to Burlington as a compensation for being delayed by a day. They fly out tonight, happy they didn’t learn all this when they got to the airport or after sitting on the runway for eight hours. Well done JetBlue!