Last year, 2022, JetBlue transported more than 2.8 million customers to and from the Dominican Republic, and between January and June 2023, more than 1.6 million.
SANTO DOMINGO.- JetBlue announced that it is working to improve the traveler experience, especially in the Dominican Republic, its main market in the Caribbean, and in Puerto Rico, where it is also the leading airline.
Its executives reported that the airline will implement a plan with airports to keep its customers informed about flight paths, for which it is investing US$100 million in technology and other programs at its Long Island operations center, as part of its 2020-2025 strategic plan.
JetBlue is the largest airline in the Dominican Republic, with twice as many seats as the next largest airline. It operates 40% of all flights to and from the Dominican Republic to the United States.
Last year, 2022, JetBlue transported more than 2.8 million customers to and from the Dominican Republic, and between January and June 2023, JetBlue transported more than 1.6 million. It operates more than 13 daily departures from Santo Domingo and an average of 33 daily departures from the Dominican Republic.
The plan with the airports will be to keep travelers informed, every 15 minutes, if there are any delays and cancellations, the causes and what they are doing to resolve them.
During this summer the aeronautical industry experienced significant challenges, and this was more evident in companies with high flight frequencies.
In the case of the airline that has been flying to the country for 16 years, initially from Puerto Plata and then to Santiago, and from there to four cities, with 24 departures only to NY or Boston, complaints have arisen that not only generate stress in the customers, but in the entire company.
JetBlue CEO Robin Hayes said that improving operations is among their priorities, and therefore they have several initiatives that include a rest period for their pilots in the Dominican Republic and implementing a program aimed at reducing the number of cancellations.
He explained that delays and cancellations are a major concern for them, but when they occur, they always prefer to delay a flight rather than cancel it, and that's why they try to minimize cancellations, especially in the Dominican Republic, Puerto Rico, and Jamaica.
He assured the journalists who are in New York, staying at the Radio Hotel, in whose facilities is located the famous Dominican restaurant Jalao, a gastronomic center of the ethnicity and where many Dominicans also work, that the plan is to continue growing in the markets of the Dominican Republic and Puerto Rico.
The CEO of JetBlue was seized upon by Dominican and Puerto Rican journalists. He only stopped by to say hello, and suddenly found himself in the middle of a barrage of questions, responding that the airline doesn't have staffing problems, but rather has been impacted by weather and air traffic controllers.
Among the improvement plans, he indicated, they will seek to have a record number of pilots and staff, prioritize international flights, and increase the time between flights, because it helps with delays; and they will add more time to get off the plane, among other measures.
Hayes explained that the reasons for delays are often not obvious, so they wait for precise information. Although they review every flight, they offer compensation the following day once they know the cause. This compensation includes covering hotel accommodations if the delays occur overnight.
Joanna Geraghty, JetBlue's president and chief operating officer, also explained that they are open to any improvements. She reminded customers that they can obtain information by email, on the website, and via the QR code at the gate.
Steven Olson, Vice President of JetBlue's Systems Operations Center, while showing the facilities, where 500 people work 24/7 every day in different shifts, assured that they will work with all airports because it is necessary to inform customers at the gate, as that brings peace of mind.
He explained that the investments being made aim to prevent what happened this summer, with the weather and the lack of controllers at the FAA, two things over which they have no control.
Other data
The terminals where it operates in the Dominican Republic are SDQ (Las Américas International Airport in Santo Domingo).
The STI (Cibao International Airport in the province of Santiago de los Caballeros, the second most important city in the Caribbean country); POP (Gregorio Luperón International Airport in Puerto Plata) and the (PUJ: Punta Cana International Airport).
This year, JetBlue is celebrating 16 years of service to Santo Domingo (SDQ). According to the airline, its customers love traveling to the Dominican Republic because of its beautiful beaches and attractions, warm hospitality, and tourist offerings.
They currently offer service to six cities from Santo Domingo (SDQ): New York (JFK), Newark (EWR), Boston (BOS), Fort Lauderdale (FLL), San Juan, Puerto Rico (SJU), Orlando (MCO).
Reliable experience
As the largest airline in the Dominican Republic, JetBlue is committed to providing a reliable, customer-centric experience, connecting friends and family, and supporting the economy and its tourism industry.
As they explained, in March 2023, JetBlue announced that in November 2023 it would launch year-round flights from Orlando to Punta Cana and Santiago in the Dominican Republic.
JetBlue's new flights connecting Orlando with Punta Cana and Santiago in the Dominican Republic will offer customers in Central Florida more leisure travel options and further JetBlue's significant presence in Latin America and the Caribbean.
JetBlue will also become the only airline to serve Santiago with nonstop service from Orlando.
Customer compensation
JetBlue executives also affirm their commitment to enhancing the customer experience. For over two decades, JetBlue has been recognized for its award-winning customer service and for leading the industry as the first and only U.S. airline to voluntarily create a Customer Bill of Rights.
● The Customer Bill of Rights, published in 2007, gives customers clear and transparent information about our commitment to providing exceptional customer service when trips don't go as planned.
● Last year, JetBlue further strengthened its commitment to customers by adding a Customer Guarantee Resources page to its website, which includes the JetBlue Customer Service Plan. This plan, along with the Bill of Rights, outlines obligations during flight disruptions.
With information taken from Listín Diario.
