3 Reasons JetBlue Is Losing The VAR Guy’s Business
Greetings from 30,000 feet. The VAR Guy is blogging away while he flies from San Francisco to New York. But alas, our resident blogger isn’t riding with his favorite carrier today — JetBlue. In fact, The VAR Guy may stop flying JetBlue all together. Here’s why.
First, the upside: Overall, JetBlue provides good customer service, very competitive pricing, and an easy-to-navigate Web site for booking relatively low-cost travel. But here’s the problem… JetBlue is starting to suffer from The Innovator’s Dilemma.
Here are three examples:
1. In Flight WiFi – Where Is It?: JetBlue’s fleet is no longer “new.” And in-flight TV is old news. The VAR Guy needs in-flight WiFi in order to stay productive and keep up on work.
Our resident blogger tested Ad-driven WiFi on a JetBlue flight ages ago and the experience was miserable. Meanwhile, on recent flights involving Delta, American Airlines and Virgin America, The VAR Guy successfully leveraged GoGo in-flight WiFi — an emerging standard of sorts in the airline industry (only, somebody forgot to tell JetBlue…).
Simply put: The VAR Guy is willing to pay a slight premium for flights that offer in-flight WiFi. JetBlue has got to get back in the game here, or The VAR Guy is taking his business elsewhere.
2. New York WiFi: JetBlue’s JFK terminal is fantastic for several reasons — good food courts, touch-screen systems to order food from your terminal area; and a simple layout that gets you to your gate — fast.
To JetBlue’s credit, the company offers free WiFi service in the JFK terminal. But the WiFi service’s performance ranges from good to terrible based on the number of people in terminal. Frankly, sometimes free is the wrong business model. JetBlue needs to get serious about its free WiFi service — or get out of that business immediately.
3. The TrueBlue System Migration?: What the heck happened, JetBlue? A few months ago, you migrated to a new back-end system. The result: Some of the old TrueBlue account services were no longer manageable online — forcing The VAR Guy (and thousands of other loyal customers) to flood your phone support lines for help. It was pretty painful. Have the issues been addressed? When The VAR Guy tries to leverage his hold TrueBlue rewards this time around can he do it online?
From Great to Good
A lot of companies want to go “Good to Great.” In The VAR Guy’s eyes, JetBlue has gone from Great to Good. This blogger typically travels two or three weeks out of each month. In-flight WiFi is no longer a luxury. It’s a requirement…