FX Excursions

FX Excursions offers the chance for once-in-a-lifetime experiences in destinations around the world.

JetBlue to Change Airline Customer Service

by Jenna Payesko

Sep 20, 2017
Feature

Communicating with an airline via Twitter or Facebook message is a routine part of our social-media obsessed world. Until now, airlines did not have the technology in place to converse with customer service representatives across multiple mediums like Facebook, Twitter, text and email without repeating previous conversation details.

To help solve this issue JetBlue partnered with Gladly, a customer service platform. The New York-based airline announced it’s joining forces with Gladly to roll out a modern customer service program enabling travelers to have one continuous conversation with JetBlue’s customer support team across multiple communication outlets.

“We’ve always taken an innovative approach to customer service and this partnership will further advance our leadership,” said Frankie Littleford, vice president customer support, JetBlue. “We started JetBlue with the idea that we could bring humanity back to air travel but the customer support technology hasn’t kept up with the increasing number of ways customers want to interact with us.”

Gladly’s technology gives customer support representatives a single view of all conversations occurring with a customer. Travelers can start by tweeting a message, then jump over to Facebook chat or text message and continue the conversation, and the airline will know the previously discussed details.

This new system allows JetBlue customers to communicate with continuous, real-time conversations through their preferred channel. The technology could be a game-changer in the industry, especially in light of the increased scrutiny airlines have come under in recent months. JetBlue will begin using the e-mail portion of Gladly’s platform this fall, and the rest of the new features will be implemented in phases next year.

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