JetBlue rolls out customer bill of rights

JetBlue Airways announces a comprehensive customer promise and compensation program called “The JetBlue Customer Bill of Rights.” To view JetBlue’s Customer Bill of Rights, click here: http://media.primezone.com/cache/2989/file/3787.pdf

Key provisions of the JetBlue Customer Bill of Rights are below, and have been made retroactive to Feb. 14, 2007:


— JetBlue will notify customers of the following:
  -  Delays prior to scheduled departure
  -  Cancellations and their cause
  -  Diversions and their cause


— JetBlue will take the necessary action to deplane customers if
    an aircraft is ground-delayed for five hours.  JetBlue Captains
    have discretion if the aircraft is positioned and almost ready
    for take-off.

— If a flight lands and is unable to taxi in to a gate right away,
    the following compensation will be made for customers:


    Delayed 30-60 minutes
    Customers receive a $25 voucher valid toward the purchase of
    their next JetBlue flight

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    Delayed 1-2 hours
    Customers receive a $100 voucher


    Delayed 2-3 hours
    Customers receive a voucher for the full amount of their
    one-way fare.


    Delayed more than 4 hours
    Customers receive a voucher for the full amount of their
    round trip.
    Note: JetBlue fares are all one-way; round trip purchase is
    never required.


— If a flight has a ground delay on departure, the following
    compensation applies:


    Delayed 3-4 hours
    Customers receive a $100 voucher


    Delayed more than 4 hours
    Customers receive a voucher in the full amount of the
    customer’s original round trip.


— If a flight is cancelled within 12 hours of scheduled
    departure, and it is a situation within the control of the
    company (as opposed to weather or ATC delays), customers may
    choose a full refund or a full credit, as well as a voucher
    valued at the cost of their original round-trip.


— If JetBlue delays a flight in a situation within the company’s
    control, customers can expect the following compensation:


    Delayed 1-2 hours
    Customers receive $25 voucher


    Delayed 2-4 hours
    Customers receive $50 voucher


    Delayed 4-6 hours
    Customers receive a voucher valid for the full amount of their
    one-way fare.
    Note: JetBlue fares are all one-way; round trip purchase is
    never required.


    Delayed more than 6 hours
    Customers will receive a voucher for the full amount of their
    round trip.
 
“This was a big wake-up call for JetBlue,” said JetBlue Founder and CEO David Neeleman. “If there’s a silver lining, it is the fact that our airline is going to be stronger and even better prepared to serve our customers. In addition, I want to publicly apologize to JetBlue’s crewmembers—the best in the industry—and I promise to get the right resources, tools and support for them going forward, so that they in turn can deliver the JetBlue Experience you have come to expect from us.”

In addition to the key provisions of the JetBlue Customer Bill of Rights listed above, the airline will form a customer advisory council, who will be consulted with regarding ongoing improvement programs.

JetBlue is taking immediate actions to address inefficiencies in its response plans. Actions already taken include new communication strategies with inflight and pilot crewmembers in the event of a system disruption, so that the airline can reset the operation faster, after the external disruption event ends.

Other areas under immediate review include:


— Cross-training non-operational crewmembers and assigning
    secondary responsibilities to support the operation in the
    event of a significant disruption
— Improving functionality on jetblue.com to support customer needs
    and allow JetBlue reservations and central baggage to maintain
    low on-hold time for customers
— Improving communications at the airport, so information on
    available aircraft, flight crews and ground conditions is
    uniformly shared and decisions based on the most reliable data
 
Please visit www.jetblue.com/promise for more information and updates.
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