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3 reasons you should love a customer service meltdown

Spectacular customer service failures are the grist of my consumer advocacy mill. But some of the loudest implosions are off […]

This summer, airlines takes “ridiculous” to the next level

Just when you think you’ve heard it all, you hear from someone like Stewart Sheinfeld, a reader from Chicago who is flying to Morelia, Mexico, on the discount airline Volaris.

Is this enough compensation? Bumped from a flight and we missed our connection

JetBlue flight 686 from Washington to Boston was delayed by a few hours on April 13, which wasn't a big deal to most of the passengers. Except to Lonn Waters and his girlfriend, who planned to catch an Icelandair flight to Keflavik, Iceland, later that evening.

“The good guys won!”

Today's award for most creative definition of an airline cancellation goes to JetBlue Airways. Back in February, after canceling Judith Ganz' flight from Dulles to Boston -- that's right, canceling -- it redefined its action as a "schedule change" in order to pocket her money.

JetBlue says customer service “embedded in the core” leads to airline profits

A few weeks ago, I asked Michelle Hansen, JetBlue's director of customer support operations, if I could interview her about customer service issues. She later asked Morgan Johnston, JetBlue's manager of corporate communications, to field my questions. Here are their answers.

Which airline kept passengers trapped on the tarmac nearly six hours?

That would be JetBlue Airways, according to the latest Transportation Department figures. Flight 12 from New York to Syracuse was delayed on the tarmac 328 minutes on June 26, which makes it the tarmac delay winner of the month.

JetBlue Airways

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.
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