Brian Feener

This is in response to David Pogue’s collumn regarding the instructions on cell phone voicemail. Found here: http://bit.ly/3ez6P

Thank you for considering my request.

Please consider this a formal request to eliminate the instructions following my personal message in my voicemail. I do not believe it is appropriate for my callers, all of whom are fairly tech savvy, to have to hear that message every time they want to leave a voicemail.

If you cannot accommodate my request, please respond through email as to why you have made that business decision. I believe this is a technical feature that has outlived its usefulness.

Thank you.

Please refer to this: https://www.jetblue.com/trueblue/newprogram/

To JetBlue:

With the relaunch of the program, I am concerned is that the award redemption process, which was as simple as I’ve ever seen anywhere, has now become “just another frequent flier program.”

JetBlue separated itself from other airlines for me because, while I didn’t always take advantage of it, I knew that when my rewards flight came, I’d be able to take a flight to Chicago or Florida and go on a true vacation. Now? Even after I earn a reward flight back to Massachusetts, I will have to keep spending in order to get to those other places. Having that limit is what I am used to with other airlines, not JetBlue.

With the $200:1pt ratio, I had an easy time trying to figure out my rewards in relation to my JetBlue Card. Now, while it’s a 1:1 ratio of dollars to points, it feels fuzzier. How far can I get with 5,000 points? With 8,000? What about round trip? With 100 points=1 round trip flight, I didn’t have to stress the math.

I am really disappointed with the changes and while you’ve stated in the email that it’s been designed to get me a free flight quicker, I notice that you abstain from the term “round-trip.” I fear that doing a comparison chart of my last year’s spending will show that I will have received less rewards with the same activity.

I get the sense that the reason for the change is financial, and not because you are responding to customer feedback. If that’s true, this change would have been easier to handle if you had just been up-front about it. If I’m mistaken, then perhaps I am simply different than the customers who have provided feedback.

JetBlue still gives me the best experience in the air that I’ve ever encountered. The staff is better, more helpful, friendlier and happier to be there than any other staff. However, this change has taken the “Do-No-Wrong” luster off of the brand. Maybe not forever, but certainly for now.

I ask that you reverse the changes you have made to the TrueBlue reward program, or provide clear math as to how I will receive more round-trip flights with the same amount of activity.

Thank you for listening.
-BRIAN FEENER

Just because you spent time on it, it doesn’t mean I care.

Just because I don’t care, doesn’t mean it’s not important.
There is a difference.  Recognizing the difference is important when developing the messaging around the product.