Jet Blue as Good as its Passengers?
Let me tryout my snobby little theory about why Jet Blue now ranks No. 1 in quality among U.S. airlines. It's about their passengers.

I'm not saying Jet Blue isn't great. They do a lot of things better than other airlines. But because they are this young airline, most infrequent travelers have never heard of them and wouldn't know how to book a flight with them. So as a result, the passengers you find on Jet Blue are far more likley to know how to behave on a plane and have realistic expectations at the airport. Try flying American into Los Angeles in the middle of the summer -- you get all the novice flyers who argue at every counter about stupid things, trying to get inappropriate bags on the plane and crammed into overhead bins. They don't know to bring quiet games for their kids, the women don't know not to wear extra perfume for the flight, etc. Those people aren't yet booking their summer vacations on Jet Blue. But when they do, Jet Blue's customer service people will have to spend more time with them. And if a passenger has a lousy flight because of other passengers, he might be more likely to file a complaint over something the airline did wrong.
- posted by Amy @ 4/05/2004 10:40:00 AM