singing the jetblues

I was looking forward to flying JetBlue for the first time. As a marketing geek, I appreciate their hook, their savvy marketing chops and their rabidly loyal customer-base. Hub and the Things flew to NYC without incident. A slight weather delay, but they were able to wait it out in the terminal – no tortuous wait on the tarmac. The staff was friendly, the flight comfortable. So I had little preparation for the return home.

Our flight from JFK to California was the last scheduled flight of the day. Before leaving our rented cottage upstate, we tried to check-in online. There were error messages, but no explanation. To us it appeared to be a web issue. The weather bulletin on their website was from the evening before: no indications of problems. Their flight schedule showed our flight on-time, as scheduled. We checked other web weather sites. Some rough weather had blown through the night before and there had been some residual morning fog, but at the time we left our internet connection, the weather at JFK was clear and expected to remain so. Our flight still showed as on-time, so off we went.

Once we arrived at the terminal, two hours before our flight, we tried to check-in at the computer kiosks, but received an error message and print-out requesting that we go to the counter. Standing in the now very, very long line, my cell phone rings. It’s JetBlue! Cool! Oh, not so cool: our flight has been cancelled and we should contact JetBlue to make other arrangements. We’re still hopeful. The board shows that every other flight is leaving; some on-time, some with slight delays or gate changes. And most encouragingly, a flight to San Francisco will be leaving soon.

I tried to call JetBlue to make best use of our time in line, but the phone response portended the service to come: “We’re unable to handle your call, please try at another time” or words to that effect. No hold? No hope for customer service? Surely this is a mistake. Uh, no. Same message, over and over.

At last it was our turn. The Things were growing increasingly anxious about not arriving home as soon as anticipated, but Hub and I were hopeful. JFK is a big place, there would be options. We cheerfully, with a touch of rue, alerted the counter agent that we were supposed to be on that flight to San Jose. “What are the alternate arrangements? Do you have another flight later? How about that flight to San Francisco?” Nothing. The downturned eyes, the shrug of the shoulders. Not at all the response I was expecting. “Why is our flight cancelled?”. Weather. “Uh, can we all look outside together? It’s a lovely afternoon!” Domino effect. Weather earlier. “But other flights are leaving. Other flights are going to the West coast. Why our flight?” Weather. Domino. Uncontrollable irregulartiy. Ah! Code for “we chose to re-arrange our staff and equipment and we’re covering our collective asses so we don’t have to abide by our own customer bill of rights. Gotcha. So, how about another flight to a city that will have a connecting flight to San Jose? Nothing available. A partner airline? We don’t have any. A competing airling? No agreements. So, what CAN you do for us? Same flight, TWENTY FOUR HOURS LATER. We were struck dumb. Without a word from us, he booked us on that flight, seats all in a row (which means there was plenty of room – a clue).

Okay. Big sighs all around. Thing Two standing there with tears streaming down her cheeks. So, how about a hotel? Transportation. A firm shake of the head. No. Nothing. “We on our own?” Yes, you’re on your own. Call JetBlue if you want more. Gee, thanks. THAT is a hell of a resolution. Stranded in a terminal with no wifi, no travel agent, no staff ombusdman, zip. Thanks JetBlue. Now I’m pissed.

We call American Express to look for another flight. Nothing on any airline will get us close. If we’d had just a few hours more notice: no problem. Trying to get a flight to the west coast at 5:00 p.m.: not going to happen. Funny thing, Amex tells us that our flight shows up as on-time, still scheduled to go with seven empty seats. Clue number two: they chose to impact an underbooked flight to minimize their inconvenience.

Next try: Hotel. American Express tried to find us a hotel near the airport. Not much and so expensive! Damn JetBlue. The thought of hanging out in a thin-soap motel in Queens for twenty four hours with the now bereft Things? Not so appealing. Amex tried NYC: how about a Quality Inn on Times Square for $350? I tried calling the Affinia Dumont in mid-town where we had a lovely stay: nothing. The steam pipe explosion had forced thousands into area hotels. This wasn’t going to be easy. But thankfully the Affinia folks were not schooled in the JetBlue MO of customer service, they found us a SUITE in a partner hotel for $250. That’s what I’m talking about!

We’re troopers; we made the best of it. Mid-town, shut down to traffic, was crawling with FDNY and NYPD, but the bars were open, the streets were closed and it was a party. That helped to cheer up Things One and Two and distracted us from the unexpected cash we were laying out. The mental tally: taxis back into and out of midtown: at least $100. Another day of pet boarding: at least $50. Meals: Don’t wanna think about it. Hotel: $300 with taxes, et al. Keeping the Things entertained an extra day: whatever it takes. JetBlue: Thanks! Love that sensitivity.

It was a beautiful day on Friday July 19th. We were able to check-in online from our hotel room (another $10 for internet service) AND print boarding passes in the lobby. Good signs. Got a Town Car to the airport with a wily driver: arrived in plenty of time. Bag drop: a breeze. And then we waited. All of us anxious that there would be another unpleasant surprise. In the end, though we had to wait an extra 45 minutes to take-off, we were so happy to be on a plane headed for home, it just didn’t matter.

As a company that prides itself in doing things differently, as taking to heart their experiences this past winter, I am astounded at the treatment from JetBlue. I get that there were earlier weather issues; I get that flights are sometimes cancelled. But it’s all about how you handle it, and we – nice folks, no attitude – we treated badly. Even worse, it was the lack of options. No supervisors at the counter. Nobody answering the phones! No partnerships with other airlines. No accomodations for a TWENTY FOUR delay. No voucher offers. Just a shrug and a firm shake of the head.

We did contact JetBlue after our return and they offered us $50 vouchers for the Hub and each of the Things. Nothing for my flight. It was a canned response (I checked) and it ain’t enough. With Virgin’s new schedule and a healthy response from Southwest, JetBlue has to step it up. And they can start with us.

my how the garden grows

This is what abundance feels like!

learning how to ask for support

It’s official. I have committed. Now maybe I should be committed. Jen and I have signed up for the Nike Women’s Marathon through Team in Training. Actually Jen should be committed, she signed up for TWO marathons! But we all know it’s because she really wanted to go to Maui in March and the universe has informed her that she was wrong and she’s going in September.

What was the point here? Right. This is about more than “See Dr. Suz get fit”, it’s also about a good cause. In exchange for training support, Team in Training asks that participants raise money for the Leukemia and Lymphoma society. Maybe it’s because I’ve reached a certain age, or maybe it’s something else altogether, but it seems that cancer is affecting someone dear every day. This is one small way I can make a difference. But – and here’s the hard part for me – I need your help. Please support the people I know and those you know who are fighting blood cancers by donating to this cause.

Stay tuned.  I will use this space to track my program, both financial and fitness.

oh no, you di’int

dirty darby

Originally uploaded by Dr. Suz.

thing one: chapter 13

Today Thing One is 13. Those who know her well might say she’s been there for about 10 years. I like to think she got all that attitude out of her system at 3. And 7. And 9. And 11. There was twelve, too. Yeah, well, maybe they’re right. But they’ve been great years. And certainly never a dull moment.