Jetrader - Summer 2015 - 17

Priestmangoode's commitment to product design is evident in this Air France B777-300 first class cabin.

According to Jamie Perry, the airline's
vice president of brand and product development, "The way we look at this is if we
offered the same onboard product and
service as the legacy airlines, we'd lose.
They have a bigger network and economies
of scale that we don't, so we have to find
ways to be different and stand out in a
commodity industry."
JetBlue has the best in class service
and product, Perry said. "That's what will
get people to fly us even though we don't
have the same network reach," he said.
The workhorse of the JetBlue fleet is the
Airbus A320. The carrier has 130 A320s,

along with 16 A321s and 60 Embraer E190s.
"We offer the most legroom in coach. We're
proud of that and have no plans to change
it," Perry said.
On the larger jets, JetBlue offers the best
connectivity with its FlyFi product, Perry
said. "We also offer 36 channels of free
DirecTV, 100 channels of SiriusXM radio and
six paid movie channels," he said.
JetBlue has a well-established customer
service survey program. "We send surveys
to 30 percent of our customers, who give
us detailed feedback on our products and
services. I see them, and our customer
insight team pulls information from them,"

he said. "We get a lot of verbatim feedback
from customers that we can distill into
actionable insights that are important."
Perry used the process of making a
decision on FlyFi, the airline's Wi-Fi product, as an example. "We had to consider
whether to take off DirecTV once we had
Wi-Fi onboard because customers were
more likely to use their own electronics
onboard," he explained. "Free TV has been
onboard JetBlue from the beginning, and
customers did not want us to take off
TV just to get Wi-Fi. They saw Wi-Fi as a
complement to TV." So rather than replace
DirecTV with Wi-Fi, JetBlue added FlyFi
Jetrader  *  Summer 2015 17



Jetrader - Summer 2015

Table of Contents for the Digital Edition of Jetrader - Summer 2015

A Message from the President
Calendar/News
Q&A: Raymond Sisson, Chief Executive Officer and President, AWAS
Customer Service and the Passenger Experience
State of the Regions: Asia
ISTAT Asia Draws Record Attendance
Thank You from the ISTAT Foundation
ISTAT Americas 2015
The Top 5 Reasons to Visit Prague
Aviation History
Aircraft Appraisals
ISTAT Foundation
Advertiser.com
Advertiser Index
Jetrader - Summer 2015 - cover1
Jetrader - Summer 2015 - cover2
Jetrader - Summer 2015 - 3
Jetrader - Summer 2015 - 4
Jetrader - Summer 2015 - 5
Jetrader - Summer 2015 - 6
Jetrader - Summer 2015 - A Message from the President
Jetrader - Summer 2015 - 8
Jetrader - Summer 2015 - 9
Jetrader - Summer 2015 - Calendar/News
Jetrader - Summer 2015 - 11
Jetrader - Summer 2015 - Q&A: Raymond Sisson, Chief Executive Officer and President, AWAS
Jetrader - Summer 2015 - 13
Jetrader - Summer 2015 - 14
Jetrader - Summer 2015 - 15
Jetrader - Summer 2015 - Customer Service and the Passenger Experience
Jetrader - Summer 2015 - 17
Jetrader - Summer 2015 - 18
Jetrader - Summer 2015 - 19
Jetrader - Summer 2015 - State of the Regions: Asia
Jetrader - Summer 2015 - 21
Jetrader - Summer 2015 - ISTAT Asia Draws Record Attendance
Jetrader - Summer 2015 - 23
Jetrader - Summer 2015 - 24
Jetrader - Summer 2015 - 25
Jetrader - Summer 2015 - 26
Jetrader - Summer 2015 - 27
Jetrader - Summer 2015 - 28
Jetrader - Summer 2015 - Thank You from the ISTAT Foundation
Jetrader - Summer 2015 - ISTAT Americas 2015
Jetrader - Summer 2015 - 31
Jetrader - Summer 2015 - 32
Jetrader - Summer 2015 - 33
Jetrader - Summer 2015 - 34
Jetrader - Summer 2015 - 35
Jetrader - Summer 2015 - 36
Jetrader - Summer 2015 - 37
Jetrader - Summer 2015 - The Top 5 Reasons to Visit Prague
Jetrader - Summer 2015 - 39
Jetrader - Summer 2015 - Aviation History
Jetrader - Summer 2015 - 41
Jetrader - Summer 2015 - 42
Jetrader - Summer 2015 - 43
Jetrader - Summer 2015 - 44
Jetrader - Summer 2015 - Aircraft Appraisals
Jetrader - Summer 2015 - 46
Jetrader - Summer 2015 - 47
Jetrader - Summer 2015 - ISTAT Foundation
Jetrader - Summer 2015 - 49
Jetrader - Summer 2015 - Advertiser Index
Jetrader - Summer 2015 - cover3
Jetrader - Summer 2015 - cover4
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