Flying High on Customer Feedback

I don't think this is such a hot idea.

If I have received good service, I don't need to waste my time filling out a survey with cookie-cutter (and often irrelevant) questions. But when I have problems, they don't usually fit into a preconceived scheme. In those cases, I want the problem solved or compensated for.

Jet Blue, and anyone else, needs to address the complaints that actually arise, and on the complainants' own terms. Usually it takes a cogent human to do so. Phone menus and multiple-choice forms are really crappy at this.

In this instance, the problem seems to be the weather, over which Jet Blue has little control. Customers could complain to God, I suppose, and He might even listen, but He hasn't conducted any quality-of-service surveys that I know of.

Logical thinking your part, and too often true, due to people with a lack of vision and understanding. (GA)

That being said, there is only one thing worse than a poor attempt at improvment...

Chris

Exactly--such as no attempt at improvement. Jet Blue's motive here is great, but the method can be questioned.

I have flown Jet Blue before. I thought they were quite competent, but definitely without frills.

Back in the days of artificially propped-up fares, you would get great meals, with real flatware no less. Now it's dipless chips and prefab sandwiches, if anything.

On Horizon Air I was once bequeathed the remainder of a bottle of champagne from which only one glass had been poured. Sometimes you luck out!