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JetBlue +Gladly

Putting the customer at the center of customer service.

  • Industry

    Airline

  • Agents

    3,000

  • Support Channels

    Chat, Email, Phone, Social

  • Customers

    40 million annually

  • Flights

    1,000 daily

A culture built on humanity.

When JetBlue was started back in 1999, they had a clear mission and philosophy: to bring humanity back to air travel. This meant treating the customer with the same dignity and respect that they would expect on the ground – it meant full-size soda cans, ample leg room, complimentary seat-back TVs, and most importantly, a customer service experience that put the customer back at the center of its operations.

As they continue to evolve and grow, JetBlue’s mission to be where their customers are has driven them to modernize their customer support operations and to continually push the envelope on what it means to provide good customer service.

Goal Deliver a more personal, human customer experience

Result Agents can focus on delighting customers, with key customer information on one screen

Goal Meet customers where they are, on their channel of choice

Result Chat, Email, Phone, and Social in one communications platform

Goal Have continuous conversations across channels

Result Seamless experience for customers across any channel

JetBlue's co-pilot to customer delight : Gladly

Gladly and JetBlue are working together to bring a different experience to customers – one that is personalized, thoughtful and one that puts people, not tickets or cases, at the center of it.

Get the Case Study