JetBlue is a low fare airline with a main base at John F Kennedy Airport in New York, USA and corporate offices in New York, Utah and Florida. It commenced operations in 2000 and now serves over 100 destinations in the USA, Central America, South America and the Caribbean.
The airline transported more than 40 million passengers in 2017 and operates a fleet of almost 250 aircraft.
JetBlue was founded on the understanding that the customer would always be put first – a novel concept in an industry not always recognised for customer service. As the company has grown, a constant area of focus has been on ensuring that customers are effectively communicated with, particularly when unexpected travel disruptions occur.
The airline had previously taken steps to automate its management of schedule changes, with 78% of schedule change notifications cleared in minutes since adopting an innovative solution by 15below using the Queue Manager tool. Now it looked to expand its capabilities to stay connected with customers at every stage of their journeys; to inform and delight them and to lay the foundations for a smooth and stress-free experience.
Challenges and objectives
Challenges faced by JetBlue:
To resolve the challenges it faced, JetBlue opted to set the following objectives:
JetBlue has worked with 15below for a number of years, building a notifications strategy designed to ensure the customer is put first throughout their journey. Keeping customers informed from booking to travel day and beyond was key to this objective, so JetBlue and 15below worked together to devise an automated system guaranteed to ensure the timely provision of relevant details, advice and offers.
15below supported JetBlue in delivering optimum customer service in the following ways:
JetBlue has seen improvements in customer experience scores and satisfaction levels.
The objectives have been met in the following ways:
“We have worked with 15below for many years and it has proved to be a fantastic partner for our business. 15below’s platform allows us to communicate with our customers in a variety of ways exactly when they need to hear from us and has led to improved communication with our customers, especially when unexpected travel disruptions occur.”
Lori Fox, Manager Customer Experience Operations Centre, JetBlue
How can we help you?
More than 50 airlines, rail operators and travel companies already use 15below’s industry-leading range of advanced passenger communications. We help companies stay connected with their passengers at every stage of their journey. Our aim is always the same: To help customers get the right information to the right people at the right time.