Monday, July 17, 2006

Great Experience with JetBlue

Over the last few years, I’ve flown JetBlue a lot - their direct flight from JFK to hometown Oakland has been a personal favorite of mine. I love the TVs, the service and the fact that they’re smart. They get it.

JetBlue used to board their planes from back to front. People sitting in the back rows would be called to board the plane before the people in front of them, etc. That always seemed to me like the most efficient way to board the plane. But instead of merely resting on their laurels, JetBlue actually tested that idea. In the last few months, JetBlue has changed - calling everyone to board the plane all at once.

The first time I saw this new method, I thought they had just screwed up. The second time, I thought they were losing their edge – that they didn’t care about their customers anymore. The third time, my wife and I asked a flight attendant what was going on. Turns out that JetBlue tested the two different boarding methods and the “Every Man for Himself” method of boarding the plane is actually faster.

Kudos, JetBlue, for working hard to make things better.

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