Delivering Outside the Scope of Normal: How JetBlue Travel Products Builds Customer Loyalty by Exceeding Expectations

Founded in 2000, JetBlue has built its brand on delivering an unexpected and luxurious customer experience. The airline trains its crew members to take care of customer needs. At a time when other airlines were commoditizing air travel, JetBlue offered more leg room, leather seats, individual TVs, free snacks, and many other amenities. JetBlue’s Wi-Fly was the first in-flight, broadband speed Wi-Fi available from any airline.   JetBlue built its brand on disrupting the industry,....

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