Agency friend Bill Baker had a bad experience flying JetBlue. He was basically left stranded in Portland, Oregon. And so, he started a blog.
Long story short, Bill Baker decided to take JetBlue to court. He sued them in small claims court, to prove a point. And he won.
Airlines are one of the few industries that continue to treat customers like crap - and social media will not reflect nicely on this practice. It's time to put the policy manuals away and start running customer-centric businesses. Or we'll see you in court.
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