IN THE COMPETITIVE COMMERCIAL AIRLINE ARENA
HOW DOES ONE AIRLINE TRULY SET ITSELF APART
FROM IT'S COMPETITION?
AND HOW DOES THAT AIRLINE MAINTAIN ROBUST
MARKET SHARE AS IT NURTURES ONGOING CUSTOMER
LOYALTY.
WELL, WITH US TODAY TO DISCUSS HER AIRLINE'S
APPROACH TO HEALTHIER BOTTOM LINE IS KELLY
ROWE, DIRECTOR OF LOYALTY AND PARTNERSHIPS
FOR ONE OF THE NATION'S PREMIER VALUE CARRIERS,
NEW YORK BASED, JET BLUE AIRWAYS.
WELCOME KELLY.
THANK YOU SO MUCH FOR HAVING ME.
SO, GREAT TO HAVE YOU IN STUDIO.
AND I WANT TO JUMP RIGHT IN HERE AND WHAT
DOES THE FLYING PUBLIC TYPICALLY LOOK FOR
WHEN THEY ARE CHOOSING AN AIRLINE?
YES, I MEAN, FIRST AND FOREMOST OF COURSE
YOU THINK PRICE.
RIGHT.
LIKE ANYBODY WOULD GO ONLINE, WE LOOK UP WHAT
THE PRICES ARE.
BUT I THINK MORE AND MORE COMMONLY WE SEE
PEOPLE LOOKING FOR VALUE.
SO, WHAT DO I GET FOR MY MONEY ONCE I KNOW
I'M GETTING FROM POINT A TO POINT B.
IS IT YOU KNOW, ALL OTHER SEATS, IS IT LEGROOM,
IS IT TV'S ON BOARD?
I THINK IT'S A LOT ABOUT WHAT FEATURES CAN
I GET ONCE I'VE GOT THE TRIP PICKED OUT.
AND JETBLUE FOR THE 10TH YEAR IN A ROW HAS
WON A PRESTIGIOUS AWARD AND DISTINCTION.
TELL ME ABOUT THAT.
YES.
THANK YOU SO MUCH FOR MENTIONING.
WE'RE VERY PROUD.
JD POWER AWARDED US THE HIGHEST CUSTOMER SATISFACTION
FOR LOW COST CARRIER AWARD FOR OUR 10TH YEAR
AND REALLY IS A TRIBUTE, I THINK, TO THE GREAT
PEOPLE THAT WORK AT JETBLUE AND THE CUSTOMER
SERVICE THAT THEY CAN DELIVER.
WE ARE JUST SO EXCITED.
NOW, I WANT TO TALK ABOUT YOUR LOYALTY PROGRAM.
WHO BENEFITS?
IS JUST FREQUENT TRAVELERS?
OR LESS FREQUENT AS WELL?
IT'S A GREAT QUESTION, I MEAN, WHEN YOU THINK
ABOUT LOYALTY PROGRAMS, THERE'S OFTEN A MISCONCEPTION
THAT YOU ONLY SHOULD JOIN IF YOU TRAVEL A
LOT.
YOU'RE THAT FREQUENT FLYER, EVERY WEEK UP
IN THE AIR WITH SUITCASE.
AND WE'RE GREAT FOR THAT.
I MEAN,
YOU ARE.
--- WE'VE GOT ALL KINDS OF PERKS FOR THE FREQUENT
TRAVELER BUT I THINK ONE OF THE THINGS I WANT
TO TALK ABOUT TODAY IS JUST YOU CAN GET A
LOT EVEN IF YOU ARE AN INFREQUENT TRAVELER.
AND WHAT I SUGGEST PEOPLE LOOK FOR ARE THINGS
LIKE, MAKE SURE YOUR POINTS DON'T EXPIRE.
AT JETBLUE, ONCE YOU EARN THE POINTS, THEY
ARE YOURS TO KEEP.
LOOK FOR BLACK OUT DATES.
IF AN AIRLINE HAS BLACK OUT DATES, WHICH WE
DONT', THAT CAN MAKE IT HARDER TO USE YOUR
POINTS.
YOU WANT TO MAKE SURE THERE'S NO BLACK OUT
DATES OUT THERE.
WE'VE GOT AN OPTION THAT I THINK IS REALLY
GREAT FOR FAMILIES OUT THERE CALLED FAMILY
POOLING.
YOU PUT ALL YOUR FAMILY'S POINTS TOGETHER
IN ONE POOL AND IT ALLOWS YOU TO EARN FASTER
SO THAT YOU CAN AWARDS CHIPS FASTER.
SO, I THINK YOU LOOK FOR SOME OF THOSE FEATURES
AND IT AN INFREQUENT TRAVELER CAN BENEFIT
JUST AS MUCH.
THAT'S SO GOOD TO KNOW.
AND TALK TO ME ABOUT JETBLUE, AND I LOVE THIS,
CUSTOMER BILL OF RIGHT.
YES.
ABSOLUTELY.
AND BASICALLY THIS IS A POLICY WE'VE PUT OUT
THERE.
IT'S PUBLICLY AVAILABLE TO LOOK AT AND IT'S
REALLY WHAT WE'VE OFFERED TO OUR CUSTOMERS
AS A WAY TO GO ABOVE AND BEYOND WHEN WE DON'T
GIVE THE SERVICE THAT WE WANT TO GIVE.
NOW OBVIOUSLY WE WANT EVERYBODY TO HAVE A
PERFECT TRIP EVERY TIME --
SURE.
-- BUT THINGS HAPPEN.
SO, THE BILL OF RIGHTS IS FOR THINGS LIKE,
HEY IF YOU SIT DOWN AND YOUR TV DOESN'T WORK,
WE WANTED YOU TO BE ABLE TO WATCH TV, YOU
KNOW, HERE'S $15, WE'RE VERY SORRY.
IF WE CREATE A DELAY, AND WE'VE TAKEN UP MORE
OF YOUR TIME THAN WE SHOULD HAVE IT'S AN APOLOGY,
IT'S A PROACTIVE NOTE.
IT'S SOME KIND OF COMPENSATION.
IT'S A WAY FOR US TO SAY THAT YOU KNOW, WE'RE
TRYING TO BRING HUMANITY BACK TO AIR TRAVEL.
YOUR TIME IS WORTH SOMETHING TO US.
YOUR EXPERIENCE IS WORTH SOMETHING AND HERE
IS AN APOLOGY IF WE DIDN'T GET IT RIGHT.
I HAVE TO SAY, JUST TO LET YOU KNOW, THAT
MY INLAWS FLEW JETBLUE, ONE TV WORKED, ONE
TV DIDN'T, YOU WERE RIGHT ON THE BAT SENDING
THEM SOMETHING.
THAT'S GREAT.
ALSO, YOU KNOW, WHEN YOU HAVE CHILDREN LIKE
MYSELF, JUST THE FACT THAT EVERY SEAT HAS
A TV,
ABSOLUTELY.
IS SO AMAZING.
SOMETHING FOR THE KIDS.
AND WHAT ELSE DOES JETBLUE OFFER THE FLIGHTS
THAT MAKE IT ATTRACTIVE TO YOU KNOW, THE CONSUMER.
YEAH, ABSOLUTELY, WE JUST LOOK FOR WAYS TO
HUMANIZE THE EXPERIENCE.
SO, THERE IS THE BREAT JETBLUE SERVICE OF
COURSE SOMEONE WILL SMILE AT YOU WHEN YOU
GET ON BOARD.
YEAH.
AND THERE ARE GOING TO MEAN IT.
YEAH.
WHICH IS NICE.
BUT I MEAN, FREE DRINKS, FREE SNACKS, ALL
YOU CAN EAT BY THE WAY.
IF YOU LIKE CHIPS, THERE ARE ALL YOURS.
REALLY JUST A GREAT EXPERIENCE.
LOTS OF LEGROOM FOR THOSE WHO NEED IT.
WE'VE GOT EVEN MORE SPACE SEATS.
AND MY HUSBAND IS 6'4'' AND LOVE THAT EXTRA
LEG ROOM.
ABSOLUTELY.
IT'S SO GREAT.
AND JUST TELL ME AGAIN BLACK OUT DATES?
NO BLACK OUT DATES.
YOU EARN THE POINTS, YOU GET TO USE THEM
YEAH.
ABSOLUTELY.
YOU KNOW, THAT'S SO IMPORTANT BECAUSE SOMETIMES
WHEN YOU REALLY WANT TO TRAVEL AND EVERYBODY'S
ON VACATION AND THE FACT THAT YOU OFFER THAT
SERVICE IS REALLY QUITE UNBELIEVABLE.
GREAT.
THANK YOU!
YEAH.
WELL, I JUST WANT TO SAY THAT IT WAS GREAT
HAVING YOU IN THE STUDIO.
THANK YOU SO MUCH, REALLY APPRECIATE IT.
AND IF YOU WOULD LIKE ADDITIONAL INFORMATION
ON TODAY'S BEST TRAVEL VALUES, INCLUDING MORE
ON WHAT WE'VE TALKED ABOUT TODAY, VISIT US
AT
THEBALANCINGACT.COM
OR LOG ON AT
FACEBOOK/THEBALANCINGACTFANS
SO GREAT TO HAVE YOU IN STUDIO.
THANK YOU SO MUCH.
