can you feel how the world has been changed?
i can't believe this actually worked, but after several complaints Jetblue has given in. here's the email i just got from my friend.
cb wrote:
Thank you for participating (or thinking about participating) in my consumer democracy experiment. After several patronizing responses and spurious justifications, JetBlue has decided to return its default to "1" passenger. At the same time, however, JetBlue changed its website to require flight information to send customer comments. This is a serious impediment to future consumer democracy and I intend to launch a campaign against it as soon as I get done with finals. I hope you will join me. See the JetBlue response below.
take care,
cb
>
> Dear Mr. b,
>
> Thank you for contacting us and sharing your comments/suggestions on how we can make our newly redesigned website even better. We appreciate the opportunity to respond and address your concerns.
>
> We love receiving feedback from our customers. In fact, our new design was based on comments from hundreds of JetBlue customers just like you! The response your friends received is correct; the only reason it defaults to "0" is to assist our customers booking unaccompanied minors. Before, when they would attempt to book online, it was very confusing to them because they thought they had to book an adult and could not book a child traveling by themselves. We thought this would remedy the problem.
>
> By doing this we ended up created other problems and this issue is something that we have had a lot of feedback from our customers about. Because we do value our customers opinion and listen to what they have to say, we have contacted the appropriate department to make the necessary changes to JetBlue.com. Our website should reflect this change within the next month or so.
>
> Please be assured that although JetBlue is a business operation and one of our interests is to increase revenue, we do not mean to confuse or cause additional stress to our customers who book online. Please let us know if you have any other ideas of how we can make JetBlue.com an even better experience for you.
>
> We hope to have the opportunity to welcome you onboard a JetBlue flight in the future!
>
> Kind regards,
>
> Andrea
> Customer Commitment Crew
> JetBlue Airways
> Crewmember 80070
cb wrote:
Thank you for participating (or thinking about participating) in my consumer democracy experiment. After several patronizing responses and spurious justifications, JetBlue has decided to return its default to "1" passenger. At the same time, however, JetBlue changed its website to require flight information to send customer comments. This is a serious impediment to future consumer democracy and I intend to launch a campaign against it as soon as I get done with finals. I hope you will join me. See the JetBlue response below.
take care,
cb
>
> Dear Mr. b,
>
> Thank you for contacting us and sharing your comments/suggestions on how we can make our newly redesigned website even better. We appreciate the opportunity to respond and address your concerns.
>
> We love receiving feedback from our customers. In fact, our new design was based on comments from hundreds of JetBlue customers just like you! The response your friends received is correct; the only reason it defaults to "0" is to assist our customers booking unaccompanied minors. Before, when they would attempt to book online, it was very confusing to them because they thought they had to book an adult and could not book a child traveling by themselves. We thought this would remedy the problem.
>
> By doing this we ended up created other problems and this issue is something that we have had a lot of feedback from our customers about. Because we do value our customers opinion and listen to what they have to say, we have contacted the appropriate department to make the necessary changes to JetBlue.com. Our website should reflect this change within the next month or so.
>
> Please be assured that although JetBlue is a business operation and one of our interests is to increase revenue, we do not mean to confuse or cause additional stress to our customers who book online. Please let us know if you have any other ideas of how we can make JetBlue.com an even better experience for you.
>
> We hope to have the opportunity to welcome you onboard a JetBlue flight in the future!
>
> Kind regards,
>
> Andrea
> Customer Commitment Crew
> JetBlue Airways
> Crewmember 80070
posted by james at Thursday, May 10, 2007
2 Comments:
cool.
what's next?
well, there's another part of their website that they have just messed up as well. after the original complaints, they changed their complaint form to require flight information, which basically stops you from complaining unless you're a current customer. i've already sent in a complaint about that (which i was able to do because i'm flying tomorrow), but i think my friend is about to sent out another request for help in getting that changed back too. did you send in the other one?
Post a Comment
<< Home