JetBlue introduces a live chat in its mobile app

Travel Weekly 10/29/2019

AAA World Article

The feature, which has been available on Apple iPhones for the past few weeks, allows JetBlue passengers to communicate directly with the carrier's customer-support teams. The feature will be available for Android devices in early November. JetBlue introduced the in-app chat in partnership with technology developer Gladly. JetBlue subsidiary JetBlue Technology Ventures is a Gladly investor. Since 2017, JetBlue has partnered with Gladly on a platform that enables travelers to have a continuous conversation with its customer-service team across communication channels. For example, JetBlue passengers can move conversations from Twitter to email without having to recap previous conversations. The new in-app chat offers the same capability. Adding the app to our lineup of customer service channels has given crewmembers the ability to better serve customers when they're most likely to need support: while they're traveling,” said Frankie Littleford, JetBlue's vice president of customer support. "Not only is chat often more efficient and gives crewmembers a better understanding of our customers, we see chat as an increasingly popular way for JetBlue customers to communicate with us too."

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