Communicating with an airline through Twitter or Facebook Messenger has become a normal part of travel today. Historically, airlines lacked technology to maintain a single, continuous conversation with a passenger across multiple channels—forcing customers to repeat details when switching between Facebook, Twitter, text, or email.
To address this gap, JetBlue partnered with Gladly, a customer service platform. The New York-based carrier announced the collaboration to launch a modernized customer support experience that lets travelers maintain one continuous conversation with JetBlue across different communication channels.
“We’ve always taken an innovative approach to customer service and this partnership will further advance our leadership,” said Frankie Littleford, vice president of customer support at JetBlue. “We started JetBlue with the idea that we could bring humanity back to air travel, but customer support technology hadn’t kept pace with the growing number of ways customers want to interact with us.”
Gladly’s platform provides customer support agents with a unified view of all interactions with a passenger. A traveler can begin with a tweet, move to Facebook chat, then switch to text message, and the agent will have access to the conversation history and context without asking the customer to repeat information.
By enabling continuous, real-time conversations on the customer’s preferred channel, the system aims to make support faster and more personal. The technology could significantly improve service at a time when airlines face heightened scrutiny. JetBlue plans to adopt Gladly’s email functionality this fall, with additional features rolling out in phased implementations next year.