How airline customer service should be (US example)

RobertinHerts

See One Awesome Customer Experience: How JetBlue’s Twitter Saved the Day

Do you think we'll ever see customer service like this?

malkie76

Many major airlines are represented on Twitter or are directly contactable via their own website or third party messageboards. The customer could have easily rebooked themselves using JetBlue's website for free in less time than the delay using Twitter.

I'm really not sure I grasp your point here ?????

stoneman

I really liked the story about the Southwest captain who refused to depart until a grandfather of a deceased child whos parents he had been visiting had boarded the plane. He met the gent on the sky-bridge and told him "the plane can't leave without me, and I ain't leaving without you". The plane was late departing which probably cost Southwest thousands of dollars in fines and costs but their reaction was that they were proud of the captain and would do it again at the drop of a hat.