Are things that bad at Blue? I know some of these changes were announced several years ago as part of a strategy to reduce costs by up to $300M but some of these ideas seem ludicrous and will undoubtedly affect the customer experience,
At BOS, all A320/321's will only have one cleaner clean the plane, focusing only on the bathroom. The 2nd cleaner, who's job was to vacuum the carpet, will get cut. Blue says this will save turn time at BOS. Really? Blue thinks that eliminating the guy/gal that vacuums the carpet is going to help turn a plane? Ultimately its going to save them money but now passengers are going to notice a very dirty plane. Not the place you want to cut costs if you ask me. Do other airlines brush off on the vacuuming? I know on DL flights, I usually see a team of anywhere between 2-4 cleaners tackling each plane.
Catering cuts, Blue will now try to get two round trips out of each plane before restocking the onboard snack options instead of the usual restocking at each hub, Again, times are that bad at Blue that snacks are getting cut? Its bad when your front line employees have to start apologizing for things like dirty planes and no snacks, especially when your competitors are adding options, Blue is taking away,
MINT cuts, which are the riskiest.
No more whole fruit, apples and oranges for snacks
No more Grey Goose and Bulliet Bourbon, to be replaced by Tito's and Jack (huge downgrade)
Cutting the box for the decorative Milkbar cookie at the end of the flight - though the cookie remains
No more Raaka Chocolates
Quote from the article
None of these cuts alone would likely be seen as enough to consider the product significantly degraded. But seeing them as a group, and at a time where some competitors are upping service standards, there may be reason for concern.
JetBlue’s service cuts come against the backdrop of a new advertising campaign – “Just Alright Doesn’t Fly Here” – launched earlier this month. The campaign highlights the better customer service levels and on-board experience that the carrier offers relative to the competition. With the service changes in play, however, delivering on that promise of a better passenger experience becomes more challenging.
One of the best parts of flying with JetBlue is the passion its front-line staff have for the company. That’s easier to deliver when the product supports it. Faced with apologizing for broken systems, dirty planes and running out of beverages is a bear on that crew and makes for a much harder work environment. And when crew start quipping among themselves, “I guess just alright does fly here” that can lead to bigger problems down the line.