[dnerasmus]

Dear Mr. Erasmus,

I hope this note finds you doing well!

I just tried the number below but am having some difficulty getting through. (The number rang as busy.) Is there a better number at which to reach you? Otherwise, please don’t hesitate to call me a ...

I’ll be happy to share more details when we speak, but I’ve looked into the situation and my hunch was more or less right. There was a problem on the back end with your reservation that would have inhibited the kiosk check-in from working. The problem is not hard to fix (and it looks like the last crewmember you worked with was able to do so by enlisting one of our support teams), but it takes some time. Meanwhile, I want to once again apologize for not delivering the level of customer service that we aspire to when you spoke to the first crewmember. As I mentioned in my last note, the senior leadership at JFK has been made aware of this incident and is using it as a “teachable moment.”

In the meantime, you are a very loyal customer to both South African Airways and JetBlue, and to both recognize your loyalty and apologize for the incident, we have taken two steps. The first is that we have refunded the fee you paid to move into our Even More Space section on that flight. Furthermore, you should shortly be receiving a $250 service credit in your Travel Bank account. Although I can’t reverse the course of events, I do hope that you will give us another shot and continue to fly JetBlue in the future.

Should you have any further problems down the way, please do not hesitate to reach out to me personally and I will do my best to resolve them for you.

Kind regards,
Scott


Scott Resnick
Director, Airline Partnerships
JetBlue Airways
27-01 Queens Plaza North, 6th Floor
Long Island City, NY 11101