--- title: JetBlue Reinvents Airline Customer Experience description: Have you flown JetBlue yet? I had my first experience and haven't stopped thinking - and talking - about my reinvented airline customer experience. image: https://www.simplemarketingnow.com/hs-fs/file-17375184-jpg/images/jet-blue-pilot1.jpg --- [![simple-marketing-now-logo.png](https://www.simplemarketingnow.com/hs-fs/file-2223845170-png/Simple_Dec2014/logo/simple-marketing-now-logo.png?width=180&name=simple-marketing-now-logo.png "simple-marketing-now-logo.png")](https://www.simplemarketingnow.com) ![Simple Marketing Now is HubSpot Certified](https://www.simplemarketingnow.com/hs-fs/file-2208007916-png/Simple_Dec2014/img/img-hubspot-certified-partner-badge.png?width=85&name=img-hubspot-certified-partner-badge.png "Simple Marketing Now is HubSpot Certified") - [Services](https://www.simplemarketingnow.com/services) - [Services](https://www.simplemarketingnow.com/services) - [>> Strategy & Direction](https://www.simplemarketingnow.com/services/strategy) - [>> Systems & Tools](https://www.simplemarketingnow.com/systems-tools-infrastructure) - [>> Execution, Content & Programs](https://www.simplemarketingnow.com/execution-content-programs) - [Case Studies](https://www.simplemarketingnow.com/case_studies) - [Case Studies](https://www.simplemarketingnow.com/case_studies) - [Website Redesign](https://www.simplemarketingnow.com/case_studies/website-redesign) - [Complete Redesign on HubSpot](https://www.simplemarketingnow.com/case_studies/website-redesign/complete-overhaul) - [Business Blogging](https://www.simplemarketingnow.com/blog) - [Blog](https://www.simplemarketingnow.com/content-talks-business-blog) - [Content Talks Business](https://www.simplemarketingnow.com/content-talks-business-blog) - [Flooring the Consumer](https://www.simplemarketingnow.com/blog/flooring-the-consumer) - [Social Flooring Index](https://www.simplemarketingnow.com/blog/social-flooring-index-blog) - [About](https://www.simplemarketingnow.com/about) - [About Us](https://www.simplemarketingnow.com/about) - [Meet the Simplifier](https://www.simplemarketingnow.com/about_us/christine_b_whittemore) - [Testimonials](https://www.simplemarketingnow.com/about_us/testimonials) - [News](https://www.simplemarketingnow.com/news) - [Resource Library](https://www.simplemarketingnow.com/resources) - [Customer Experience Articles](https://www.simplemarketingnow.com/About_Us/Christine_B_Whittemore/customer-experience-articles) - [Contact](https://www.simplemarketingnow.com/contact-us) - [Contact Us](https://www.simplemarketingnow.com/contact-us) - [Subscribe to Newsletter](https://offers.simplemarketingnow.com/join-our-monthly-enewsletter-list) ![Flooring The Consumer Blog](https://www.simplemarketingnow.com/hs-fs/file-2356801856-jpg/Simple_Dec2014/backgrounds/flooring-consumer-blog.jpg?width=1600&name=flooring-consumer-blog.jpg "Flooring The Consumer Blog") - [Content talks business blog](https://www.simplemarketingnow.com/content-talks-business-blog) - [Flooring the consumer blog](https://www.simplemarketingnow.com/blog/flooring-the-consumer) - [The social flooring index blog](https://www.simplemarketingnow.com/blog/social-flooring-index-blog) # Flooring The Consumer Blog ## [JetBlue Reinvents Airline Customer Experience](https://www.simplemarketingnow.com/blog/flooring-the-consumer/bid/124373/JetBlue-Reinvents-Airline-Customer-Experience) Posted by [Christine B. Whittemore](https://www.simplemarketingnow.com/blog/flooring-the-consumer/author/christine-b-whittemore) on April 23, 2012 **This is a 2 minute read.** ![Jet Blue pilot](https://www.simplemarketingnow.com/hs-fs/file-17375184-jpg/images/jet-blue-pilot1.jpg?width=203&height=296&name=jet-blue-pilot1.jpg)Have you flown **[JetBlue](http://www.jetblue.com/)** yet? I had my first experience with the airline last week traveling to and from Orlando. I haven't stopped thinking - and talking - about my reinvented airline customer experience since then. Continental used to be how I measured superior airline customer experience. I regularly witnessed staff collaborating to speed up boarding or deal with unavoidable weather delays. I appreciated how all overhead bins had been redesigned to accommodate business traveler rolling suitcases. I loved the clever advertisements that called attention to flyer needs. All that is gone since United and Continental have become one. Snacks require a credit card, as does basic inflight entertainment. Representatives seem unhappy. Even the clever ads have ever so subtlely changed and now proclaim superiority and might, rather than celebrate how to enable the airline's customers to do more. On JetBlue, I checked a bag for free. That immediately got my attention. Encouraging bags to be checked directly affects the boarding process. Not only were the JetBlue overhead bins not crammed with bags that should have been checked, but even though I boarded at the end of the process, I had no trouble finding overhead space above my seat! Furthermore, boarding was quick and pleasant. JetBlue offers more legroom. Inflight entertainment is free, unless one wants a premium movie. Adding to the JetBlue airline customer experience: an interesting selection of free snacks, some of which I had never tried before, served from baskets! ![Jet Blue snacks](https://www.simplemarketingnow.com/hs-fs/file-17375448-jpg/images/jet-blue-snacks.jpg?width=204&height=294&name=jet-blue-snacks.jpg)I was offered a full can of seltzer rather than just a glass. I asked for lemon - assuming the answer would be "no fruit" and was offered a packet of [True Lemon](http://www.truelemon.com/), a product I had never experienced before!  When I asked for coffee, it was served with a lid... By the ways, drinks were served from a tray rather than from a utilitarian cart. On the first flight of my JetBlue roundtrip, the captain came out of the cockpit to greet us [see image above]. I don't remember that ever having happened before. Although pillows and blankets on planes are now mostly a convenience of the past, had I wanted a set, I could have purchased one to keep. Finally, I tweeted about my free Jetblue checked bag and was immediately acknowledged. ![Jet Blue Twitter](https://www.simplemarketingnow.com/hs-fs/file-17375824-jpg/images/jet-blue-twitter.jpg) I fly primarily for business now. Although I love to fly and have great memories associated with airplanes and airlines, I regret how 'unglamorous' and utilitarian the airline customer experience has become. For the most part, it has become an unpleasant necessity. Imagine being as pleasantly surprised as I was last week by JetBlue! Hard to believe, no? Not only was I not nickel and dimed, but I actually relaxed... Now, imagine doing something similar for your customers. How might you add a human touch? What about a dose of innovation? How might you bundle aspects of your customer experience? Topics: [customer experience](https://www.simplemarketingnow.com/blog/flooring-the-consumer/topic/customer-experience) #### Leave a Comment: ### Subscribe to Email Updates [![Download our Content Marketing Guide](https://no-cache.hubspot.com/cta/default/103148/eec864ba-58a5-4314-8319-dd1c9152edfc.png)](https://cta-redirect.hubspot.com/cta/redirect/103148/eec864ba-58a5-4314-8319-dd1c9152edfc) ### Recent Posts ### Most Read Articles ### Posts by Topic - [B2B Social Media (9)](https://www.simplemarketingnow.com/blog/flooring-the-consumer/topic/b2b-social-media) - [brand marketing (4)](https://www.simplemarketingnow.com/blog/flooring-the-consumer/topic/brand-marketing) - [customer experience (78)](https://www.simplemarketingnow.com/blog/flooring-the-consumer/topic/customer-experience) - [customer loyalty (5)](https://www.simplemarketingnow.com/blog/flooring-the-consumer/topic/customer-loyalty) - [Digital Marketing (12)](https://www.simplemarketingnow.com/blog/flooring-the-consumer/topic/digital-marketing) - [email marketing (4)](https://www.simplemarketingnow.com/blog/flooring-the-consumer/topic/email-marketing) - [FCW (4)](https://www.simplemarketingnow.com/blog/flooring-the-consumer/topic/fcw) - [flooring blogs (2)](https://www.simplemarketingnow.com/blog/flooring-the-consumer/topic/flooring-blogs) - [flooring industry (4)](https://www.simplemarketingnow.com/blog/flooring-the-consumer/topic/flooring-industry) Search this Site - There are no suggestions because the search field is empty. WHAT SIMPLE MARKETING NOW DOES ![img-sitefooter-hr.jpg](https://www.simplemarketingnow.com/hs-fs/file-2286603520-jpg/Simple_Dec2014/img/img-sitefooter-hr-dark.jpg?width=90&name=img-sitefooter-hr-dark.jpg "img-sitefooter-hr.jpg") Services - [Inbound Marketing](https://www.simplemarketingnow.com/services/inbound-marketing) - [Digital Marketing](https://www.simplemarketingnow.com/services/digital-marketing) - [Content Marketing](https://www.simplemarketingnow.com/services/content-marketing) - [Context Marketing](https://www.simplemarketingnow.com/contextual-marketing) - [Social Media Marketing](https://www.simplemarketingnow.com/services/social-media-marketing) - [Social Media Monitoring Analysis](https://www.simplemarketingnow.com/services/social-media-monitoring-analysis) - [Business Blogging](https://www.simplemarketingnow.com/services/blogging) - [Pricing Packages](https://www.simplemarketingnow.com/pricing-packages-inbound-marketing) Case Studies - [Simple Marketing Now Case Studies](https://www.simplemarketingnow.com/case_studies) - [Inbound Marketing Website Redesign](https://www.simplemarketingnow.com/services/inbound-marketing) - [Complete Redesign on HubSpot](https://www.simplemarketingnow.com/case_studies/website-redesign/complete-overhaul) - [Business Blog Examples](https://www.simplemarketingnow.com/blog) INFORMATION RESOURCES ![img-sitefooter-hr.jpg](https://www.simplemarketingnow.com/hs-fs/file-2286603520-jpg/Simple_Dec2014/img/img-sitefooter-hr-dark.jpg?width=90&name=img-sitefooter-hr-dark.jpg "img-sitefooter-hr.jpg") Simple Marketing Now Blogs - [Content Talks Business](https://www.simplemarketingnow.com/content-talks-business-blog) - [Flooring The Consumer](https://www.simplemarketingnow.com/blog/flooring-the-consumer) - [Social Flooring Index](https://www.simplemarketingnow.com/blog/social-flooring-index-blog) Simple Marketing Now Resources - [Learn More About Getting Found Online](https://www.simplemarketingnow.com/learn-more-about-getting-found-online) - [Resource Library](https://www.simplemarketingnow.com/resources) - [Content Marketing Resources](https://www.simplemarketingnow.com/resources/content-marketing-resources) - [Digital Marketing Resources](https://www.simplemarketingnow.com/resources/digital-marketing-resources) - [Inbound Marketing Resources](https://www.simplemarketingnow.com/resources/inbound-marketing-resources) - [Guide to Successful Inbound Marketing](https://www.simplemarketingnow.com/how-to-do-inbound-marketing-guide) [![Simple Marketing Now is a Verified TrustSpot Company.](https://s3.amazonaws.com/trustspot-downloads/seal_horizontal.png)](https://www.trustspot.io/store/Simple-Marketing-Now-LLC) ABOUT SIMPLE MARKETING NOW ![img-sitefooter-hr.jpg](https://www.simplemarketingnow.com/hs-fs/file-2286603520-jpg/Simple_Dec2014/img/img-sitefooter-hr-dark.jpg?width=90&name=img-sitefooter-hr-dark.jpg "img-sitefooter-hr.jpg") - [About Us](https://www.simplemarketingnow.com/about_us) - [Meet the Simplifier](https://www.simplemarketingnow.com/about_us/christine_b_whittemore) - [The Simplifier's Presentation History](https://www.simplemarketingnow.com/about_us/christine_b_whittemore/presentation-history) - [Customer Experience Articles](https://www.simplemarketingnow.com/About_Us/Christine_B_Whittemore/customer-experience-articles) - [Testimonials](https://www.simplemarketingnow.com/about_us/testimonials) - [News](https://www.simplemarketingnow.com/news) - [Press Releases](https://www.simplemarketingnow.com/news/press-releases) - [Interviews](https://www.simplemarketingnow.com/news/interviews) Connect With Us - [Contact Us](https://www.simplemarketingnow.com/contact-us) - [Subscribe to the Newsletter](https://offers.simplemarketingnow.com/join-our-monthly-enewsletter-list) - [Get Started](https://offers.simplemarketingnow.com/free-inbound-marketing-assessment) Simple Marketing Now LLC 7354 Ridge Avenue #31 Philadelphia, PA  19128 973-283-2424 ![Simple Marketing Now is a Certified HubSpot Partner](https://www.simplemarketingnow.com/hs-fs/hubfs/template/hubspot-partner.jpg?width=139&name=hubspot-partner.jpg "Simple Marketing Now is a Certified HubSpot Partner") [![CB Whittemore on Twitter](https://www.simplemarketingnow.com/hs-fs/file-2219620899-png/Simple_Dec2014/icon/icon-twitter.png) ](https://twitter.com/CBWhittemore) [![Simple Marketing Now on Facebook](https://www.simplemarketingnow.com/hs-fs/file-2220235172-png/Simple_Dec2014/icon/icon-facebook.png) ](https://www.facebook.com/SimpleMarketingNow) [![Simple Marketing Now on Pinterest](https://www.simplemarketingnow.com/hs-fs/file-2219620894-png/Simple_Dec2014/icon/icon-pinterest.png) ](https://pinterest.com/cbwhittemore/) [![Simple Marketing Now on LinkedIn](https://www.simplemarketingnow.com/hs-fs/file-2220235167-png/Simple_Dec2014/icon/con-linkedin.png) ](https://www.linkedin.com/company/simple-marketing-now) [![Simple Marketing Now Blog RSS](https://www.simplemarketingnow.com/hs-fs/file-2220235162-png/Simple_Dec2014/icon/icon-rss.png) ](https://www.simplemarketingnow.com/content-talks-business-blog/rss.xml) [![Simple Marketing Now](https://www.simplemarketingnow.com/hs-fs/file-2223845170-png/Simple_Dec2014/logo/simple-marketing-now-logo.png?width=180&name=simple-marketing-now-logo.png "Simple Marketing Now")](https://www.simplemarketingnow.com/) © 2026 Simple Marketing Now LLC ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Christine B. Whittemore", "url" : "https://www.simplemarketingnow.com/blog/flooring-the-consumer/author/christine-b-whittemore" }, "datePublished" : "2012-04-23T13:45:00.000Z", "headline" : "JetBlue Reinvents Airline Customer Experience", "image" : [ "https://www.simplemarketingnow.com/hs-fs/file-17375184-jpg/images/jet-blue-pilot1.jpg" ], "mainEntityOfPage" : { "@id" : "https://www.simplemarketingnow.com/blog/flooring-the-consumer/bid/124373/JetBlue-Reinvents-Airline-Customer-Experience", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.simplemarketingnow.com/hs-fs/file-2223845170-png/Simple_Dec2014/logo/simple-marketing-now-logo.png" }, "name" : "Simple Marketing Now LLC" } } ```