Matt from 37Signals details what JetBlue did right and what they did wrong during last week’s airport delay fiasco. It’s an interesting look at how all the pieces of an experience (web, phone, face-to-face) work, rely on each other, and sometimes fail
spectacularly.

technorati tags:jetblue, userexperience

This entry was posted on Tuesday, February 20th, 2007 at 11:16 am and is filed under usability. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.