The BIG Kahuna

I?ve written about how I love Jet Blue and their branding. They are truly the brand leader when it comes to delivering on their brand promise. Now the sad news?

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I have yet to fly on another airline that even remotely cares about the customer. My flight to St Thomas on Monday was with Continental. Unfortunately Jet Blue doesn?t go to St Thomas! Most of the service was very vanilla. Nothing out of the ordinary, extraordinary or eventful.??

Then we boarded our flight from Newark to St Thomas. Let?s just say the flight attendants were less than nice and that?s being nice. One in particular had such a bad attitude that I actually wanted to say something to her. Then I thought to myself, do I really want to get booted from this plane??

At one point a passenger in the row in front of me asked her if the food he received was the only choice? She said ?Yea, that?s it, you want it or not?. Then came the sigh and then the shaking of the head. Like she was saying to herself, the nerve of this guy asking me (the provider of service) if I had anything else.?? ?

American, Continental, United, Delta and Southwest Airlines wake the heck up. If you don?t want to be treated like a commodity then be different. Provide excellent service all the time. Have your employee?s care about the passengers. Otherwise you?ll all be stuck selling cheap airfare to customers that care less about you.??

Unlike Jet Blue, I try desperately to book with them first every time. Why? Because they care and deliver consistently.

This entry was posted on Wednesday, November 28th, 2007 at 11:35 am and is filed under Branding Blunders. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.