Customer service is one of JetBlue’s hallmarks, so its interesting to see how they’ve integrated it into T5 (aside from in the design elements & facilities).
One of the first thing which perhaps you notice is the number of Customer Information Desks. When airlines are typically reducing these, JetBlue seem to have increased them. Further, they run with the more friendly tag (& signage) of “Just ask” – reflective of the airline’s latest campaign and creating the impression from passengers that these desks are almost quasi airport concierges.
Next there’s the Welcome centre, resplendant with every tech information gadget known to man. Here they can provide information on where to stay, how to get somewhere, you can get cash (ATMs are positioned here), book tours, hotels etc. They are a combination of self service information (mostly via screens) and manned help desks. In T5 this is positioned in Arrivals though there are plans to also add one of these to Departures.
In addition to those two physical customer service facilities there are a couple of innovations which are far more subtle but actually more powerful. Staff can be found throughout the terminal wearing blue tshirts carrying the words “Just ask”, functioning as roving help staff (called Ambassadors). Those staff and indeed most staff as I understand it, have not only received standard customer service training but also training in how to identify a person who is lost, confused or having problems – by their facial expressions, body language etc. Staff can then approach these people offering assistance – a great example of pro-active service.
In another interesting innovation, TSA staff wear the blue JetBlue uniforms, making them appear like they’re with the airline itself. Normally most airports & airlines want to distance themselves from security so as to try and minimise any negative flow back. JetBlue however take a different approach and have embraced the security staff. What you can see in this process is that the TSA staff seem to be far friendlier and more co-operative. Whether that in fact is a reality or whether you just naturally see them that way because of JetBlue’s good reputation for customer service, I’m not quite sure. I suspect its actually a combination of both. Certainly from a purely dispassionate perspective, experiencing the TSA staff at T5, they did appear an awful lot more pleasant and helpful.
