JetBlue is one of only a few domestic airlines that doesn’t charge for the first checked bag. You’ve also gone easy on other fees. I’m a little confused. I thought passenger had embraced a la carte pricing. Why are you holding back, when you could be making more money?
You can’t put a price on customer loyalty and creating a unique travel experience. That’s what we do here at JetBlue by providing amenities we think of as standard and core to your travel experience. We’ve created a value product where our customers can experience 36 channels of DirecTV, 100 channels of XM Radio, unlimited drinks and [without] paying extra. However, should a customer choose to upgrade their experience, for an additional charge, we offer our Even More Legroom seats, first run movies with JetBlue Features, or specialty beverages.
For the majority of our customers, checking a bag is a normal part of their flying experience and one we feel it’s important to protect. Those customers who do request to check more than the one standard checked bag, we will accommodate with an additional fee. In the end, we believe that offering these free amenities will result in greater dividends than if we were to nickel and dime our customers. Continue reading…
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JetBlue’s customer service reputation trends toward the extremes. It’s either really good, with friendly flight attendants, superior onboard amenities, generous legroom and many other customer-friendly practices. Or it’s really bad (think passengers stranded on the tarmac during an ice storm or grandmothers being threatened with arrest for videotaping other passengers). More often than not, though, JetBlue does right. Hopefully you won’t have to use these names.
If you have a customer complaint, please read this before contacting the company.