We recently read a fascinating article dated April 5th on the subject of Jetblue and its service issues from the perspective of the recently hired CIO, who went through it. We heartily recommend it. It attributes the bulk of Jetblue’s problems to issues with its information infrastructure…systems that had not previously been tested under these conditions. As part of this, to summarize the end result, Jetblue’s information people came to the following plans:
- Planning to double the number of agents who can simultaneously sign onto its reservation system from 650(At the time of the meltdown) to more than 1300 within the next six months. It has already pushed it to 950.
- Fast-track a project to rebook a seat via the company’s web site in this type of situation(Pretty much already completed)
- Limit the time spent held on a plane to five hours instead of pilot’s discretion.
- Refine a database system to track lost luggage so that it can be a core Jetblue application, instead of a manual process.
The Consumerist referred us to twofone’s blog, where he asked what had happened to the airline. Jetblue had lost his bag and had no information on where it might be…definitely a job for its upcoming core application(obviously not yet implemented). The staff admitted they have no way of tracking bags…another thing Jetblue must devote money to soon if it is to survive.
He did get us some useful numbers:
- Jetblue’s Main Baggage Office – 866-538-5438
- Jetblue’s Baggage Room at JFK Airport: 718-632-6355
- Jetblue’s Baggage Expediter at JFK – 718-632-4986
We’ve had problems with Jetblue…but we’ve never had it to this level. Maybe we’ve been lucky.