Posts tagged “JetBlue”

Leading with Error Recovery

JetBlue counter, Sea-Tac airport

This sign directs JetBlue customers to a counter based on their specific situation. The first item listed is Kiosk “Oops” Messages. JetBlue is bold enough to acknowledge that things aren’t always going to work perfectly and they’ve made the path to error recovery prominent. This is good customer service, and it’s good design: allow for – and acknowledge that you are allowing for – failures, and reframe them positively.


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