Originally Posted by FrankCobretti

We absolutely, positively have to win on customer service. Yeah, I know we make our money in business class and break even in coach, but without coach we fall behind.

This applies to upgrading our snacks (Why can JetBlue give out Blue Chips, while we're stuck with boring pretzels and peanuts?) to upgrading our gate agents to upgrading our ground crews to upgrading ourselves. Every single one of us who come face-to-face with customers need to put on our smiles and make our customers feel like they're the most important people in the world.

That's how we win.