[dnerasmus]

Dear Mr. Erasmus,

I hope this note finds you doing well. I wanted to take a moment to send you a quick email to follow up on the customer service problems you experienced at JFK recently. I look after airline partnerships for JetBlue, and my team and I work very closely with our friends and colleagues at South African Airways.

First and foremost, please accept my apologies for what sounds like a less-than-great experience while transiting JFK. We aspire to deliver great customer service to every customer, and it’s discouraging and disappointing to hear when we don’t live up to that aspiration. At your convenience, I would love to follow up with you by phone to hear more about your experience and your suggestions on how we can improve.

We are in the process of looking through the transaction records to see what went wrong that kept you from checking in at the kiosk (I have a hunch, but we’re confirming). Meanwhile, your issue has been raised to the director of customer service at JFK and he is working with the supervisor you mentioned and his leadership team to ensure that this is a learning opportunity.

All of us at JetBlue greatly value your loyalty and appreciate your business, and I look forward to speaking with you to discuss the matter further. My contact information follows; please don’t hesitate to call or write me at your convenience. Meanwhile, once again, please accept my apologies for your less-than-stellar experience with JetBlue.

Kind regards,
Scott


Scott Resnick
Director, Airline Partnerships
JetBlue Airways
118-29 Queens Blvd., 11th Floor
Forest Hills, NY 11375
Phone: +1-718-709-2556