Hertz and JetBlue: 3 good customer service experiences in one day

Before it slips my mind, I should mention the series of events from Monday that led to three good customer service experiences. The family was up early on Monday and we packed the Little Man and Little Miss into the car with all of our luggage and made the drive from Newport, Rhode Island to Boston, Mass. We pulled into the Hertz at Logan airport and, as usual, one of their people came by to check out the car and give us our receipt. I was about to unload the kids from their car seats when the fellow says, “Would you like a ride to your terminal in the car so that you don’t have to unload?”

“Sure!” we said.

So he got us a driver and we piled back into the car. The driver took us right up to the curb outside the JetBlue terminal and helped us with our luggage, too. We avoided having to get all of the luggage out of the car, as well as the kids, loading it all onto the shuttle bus and then waiting for the various stops until we got to ours. It probably saved us 30-40 minutes. Way to go Hertz!

Once inside the terminal, we headed to check-in where, as it turned out, there was no line. We checked our bags and retrieved our boarding passes and then headed to security where there were lines. However, we didn’t even reach the line when one of the security people took us aside and led us up to the front so that we could zip through with the kids and our luggage. This helped save some time as well. Nice job, Boston TSA!

Finally, we got to our gate and discovered that our flight was delayed about 40 minutes. The cheerful gate agent (dressed up as a hippie for Halloween) asked if we wanted some animal crackers for the Little Man to keep him happy while we waited through the delay. When it was finally time to board, they took us right away.

The entire day was made easy because of these folks at Hertz, TSA and JetBlue going just a little above and beyond for us. This was our first trip traveling with both kids. We’ve heard some nightmarish stories, but these folks helped make our return trip painless.

And there is a postscript! Ultimately, our JetBlue flight was delayed about an hour. Late yesterday afternoon–without any prompting on our behalf–we each, Kelly, the Little Man, and I, received an email for a $25.00 credit on a future JetBlue flight. The email apologized that our flight did not go as planned. Now, $25 may not sound like much, but keep two things in mind: $25 x 3 = $75; and I think we paid $49 each way for our tickets, so it represents a 50% discount on our flight.

That’s pretty darn cool if you ask me.


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