I was scrolling thru my Twitter feed the other day, when I noticed an interaction between a fellow aviation enthusiast and JetBlue. The #AvGeek posted a picture of Terminal 5 at JFK and the conversation went something like this..
Although the original goal of JetBlue’s Twitter account, which was created in May of 2007, was to target it’s frequent fliers, it has now evolved to a multi-purpose customer response team, with a great sense of humor, that has seen it’s follower base grow to almost 2 million followers. The Customer Commitment team is led by Laurie Meacham, @LaurieAMeacham out of Salt Lake City. The team dubbed B6BlackOps, consists of about 25 devoted employees.
I have interacted with numerous airline Twitter teams and while they are usually very courteous and helpful, none seem to be loving their job as much as Jetblue associates, their responses are very organic and their commitment to replying to tweets in 10 minutes is a winner in any consumers book. So I went on a scavenger hunt to find some of what I consider JetBlue winning replies. Enjoy!