August 11, 2017

CNN: JetBlue wants to solve one of the most annoying parts of air travel

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CNN: JetBlue wants to solve one of the most annoying parts of air travel

JetBlue Airways is out to solve one of the more annoying problems with air travel: Explaining your problem again. And again. And again to different customer service agents.

The New York-based airline teamed with tech start up Gladly to create a unified thread for all your contacts with the airline, meaning you won’t have to repeat yourself.

“When something has gone wrong you hate retelling your story,” Frankie Littleford, JetBlue(JBLU)’s vice president, Customer Support. “Why don’t they know who I am? Why do i have to retell this? This platform brings it all together.”

The system chronologically threads together all your phone, email, SMS or Facebook Messenger conversations with JetBlue. Eventually the system will incorporate a new proprietary chat program and Twitter, as well.

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