By Rob Longert, PepperDigital
This past weekend, I made it down to the NAVC Conference at the Gaylord Palms Hotel, in Orlando, FL for one of our clients, Dogpile.com to spread the word about their Search & Rescue program in tandem with the ASPCA.
The conference was great and we had some success spreading the word about Search & Rescue, and up until my trip home, everything went to plan. Our materials arrived on time, our computer kiosk worked without any problems, and our friends at the ASPCA couldn’t have been any nicer to work and spend time with.
And then it happened… I was “Cody Cursed.” This curse has struck multiple Peppercommers over the years, and is not uncommon. When we travel on business, chances are that we will be delayed. Just ask Steve about that…
I called JetBlue when I arrived at the terminal, and to my surprise, my flight was still on time, despite the snow in New York City.
Then, I got to Gate 82, and saw my flight was delayed. No biggie right? I mean what is a half hour in the scheme of things? 7:15 p.m. vs. 7:45 p.m.… who cares? 7:45 p.m. turned into 9:00 p.m.… 9:00 p.m. turned into 9:30 p.m. which eventually turned into 10:30 p.m. AHHHHHHH
This is obviously common among business travelers, but what is even more common is the airlines leaving passengers out to dry without any information on what is happening. There were 200 people sitting by Gate 82 at MCO, wondering why we couldn’t get going if the plane was sitting at the gate. Not to mention a plethora of children between the ages of 2 and 12, who just came from Disney, and were ripe for massive meltdowns.
In approx. 20 minutes, they got back to me with a boarding time, take-off time, name of the GM at MCO, and assurance that the “gate keepers,” as I call them, would communicate that info to the rest of the passengers.
In just a few minutes, the “gate keeper” made an announcement, and from there, everything went to plan. We took off on time, landed in 2 hours, and I got home safely.
Brands out there: Please take note of JetBlue’s responsiveness. 200 of their customers were frustrated, and by providing me with more info, which I relayed to my fellow “Jetters,” we felt assured that our flight would leave when they said it would leave. The stress level in the room dropped, not to mention, the Twitter rep made good on his/her promise.
JetBlue, that was a great showing of person to person customer service, and for that I say BRAVO. Keep up the good work! Continue to be responsive, and keep your finger on the pulse of what people are saying about your brand.
Do you have a customer service story where you were helped by a brand via Twitter or social network? We look forward to hearing your war stories, good and bad.