Friends Don’t Let Friends Fly JetBlue

Here’s the latest: my flight has been pushed back to 1:30 pm. The announcement was made, and no reason was given. So, I went up to the gate and asked why. The employees were not sure. Finally one said she thought it was high wind. In order to find out the reason for the delay, they have to decipher some small codes on the computer screen. I imagine that it must be quite difficult (not joking).

There’s a problem with is situation– aside from the ongoing problem of my not being in New York yet. the inability to decipher the reasons for a delay prevents JetBlue from living up to its obligations under its “Customer Bill of Rights“. As I mentioned in a post yesterday, JetBlue promises:

INFORMATION

JetBlue will notify customers of the following:

  • Delays prior to scheduled departure
  • Cancellations and their cause
  • Diversions and their cause

I find it interesting that delays do not trigger a need to provide the cause, while cancellations and diversions do.  So, let’s even take my predicament out of the equation and try to figure out how, in general, the policy works for cancellations and diversions. Since the folks at the gate cannot readily interpret the information they are provided, how can they comply with the second two bullet points above. JetBlue is simply not equipped to follow its own policy.

JetBlueimply cannot succeed; it can’t engineer successes where they don’t belong. They have built a policy that matches the effectiveness of the staff: destined for failure.

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