Missing the New York blizzard was in many ways like missing a major sporting event or concert. All my friends went. Their Facebook status updates and Twitter feeds were constant reminders they were all attending a party of sadness to which I had to send my regrets due to prior obligations in Florida. There are three broad types of New Yorkers, and if pressed (sometimes when you truly don’t care) we can all argue extensively about who loves the city more. Natives, non-natives, and tourists. We all hate each other. I am clearly of the last ilk. New York anneals the strangers who become its citizens. The close confines of living and walking become second nature. What first seems like universal rudeness eventually shows itself to merely be brusque and, when you go somewhere else, is a longed-for frankness. The weather is brutal, but it marks the passage of time the way medals accrue on a soldier's uniform. Shopping in Tampa is so simple and casual, whereas getting your Christmas shopping done in one day in Manhattan is an achievement so rare as to be mythic.
Truth be told, there is nothing I could have done. I know this. The snow started falling the day after Christmas, and travel through JFK has been next to impossible since then. I watched the weather reports with a strange meteorological parody of survivor’s guilt and thanked Heaven that since my flight was on Wednesday at least my travel wouldn’t be affected. I religiously checked TripIt, the site/phone app I use to track my flights, and there were no signs of change. It looked like I would be home Wednesday morning at 8am. Tuesday night my phone rang, though, and a JetBlue recording told me my flight had been canceled. I called them immediately and received something like the following phone message:
“We’re experiencing extremely high call volumes, and all our operators are busy. This call will end now. We’re doing the best we can to fix everything, but please try your call at a later time.”
After which message the JetBlue 1-800 number hung up on me. I was not surprised, so I shrugged and went about my business. After all, even counting all the above I couldn’t complain too much about being in Florida.
The next morning I woke up at 06:30, two hours after my 06:05 flight would have required, and I called JetBlue while I still had sleep in my eyes. A message told me I would be on hold for more than an hour. No problem. I walked my dog with my speakerphone on. I bought coffee at Starbucks with my speakerphone on. I went about my day for an hour and a half, and while making my rounds on the Internet, the 80’s rock hits Jetblue plays to make your wait seem less awful stopped, and I heard the familiar buzzing of a ringing phone.
An operator picked up…
…for approximately one second.
I don’t lose my temper with customer service people. Never mind that they’re usually inured to furious customers; I’ve found, over and over again, that you catch more flies with honey. When I got cut off from my JetBlue agent I plum ran out of honey, and the bottom of the pot was filled with a whole lot of f-words screamed at high volume. Or so my mother reported to me later.
I tried calling a few more times and received the same voice message as the night before. I scribbled an e-mail quickly and tried to contain my venom, cf. above re: flies/honey. I think the most annoyed things I said were, “I don’t have an unlimited calling plan,” and “This is unacceptable.” I had tickets to a fabulous party on New Year’s Eve, and I’d swim to New York before I stood up my beautiful date. I had to get to New York, and here I’d missed the blizzard and run up against an impenetrable wall of customer service. Though a seasoned traveler I did not know what to do, so I decided to do the only thing I could do at a time like this.
I complained on Twitter.
08:32, @thompsonplyler: “After an hour and a half on hold with @Jetblue, I got disconnected when the operator picked up. Now I can't get through. Was not mad before.”
Oh, yeah, that's the stuff. That felt gooooood. Sure, I only had 130 followers, but they’d know how angry I was with Jetblue, yes siree!
08:35, @thompsonplyler: “Running out of hate for United States airlines. @usairways is the worst, but @JetBlue has been so terrible through this weather.”*
Now we were cooking. I started a mental clock. In another hour and a half, I was going to unleash vulgarity Hell, because I'm a classy guy.
08:37, @thompsonplyler: “Buy more whatever you need to buy to handle this customer service crisis. Outsource what you need to. Fix my flight, @Jetblue.”
I knew from my fuming at US Air** over Twitter that my words were just hitting some wall that was probably never observed by even a low level worker bee, and this was the digital equivalent of leaving prayers in a corporate wall. Still, I had vitriol to spare, and it’s not like I had a flight to catch.
It turns out some prayers get answered.
08:38, @Jetblue: “@thompsonplyler Please follow us; we'll DM.”
I believe my first action, upon seeing that message on my monitor, was to sit and blink repeatedly for ten solid seconds.
08:38, @thompsonplyler: “@JetBlue Followed. I can scarcely believe I'm interacting with a human.”
08:40, @Jetblue (in a direct message): “Believe it!! What's your reservation number? Do you need rebooking options or a refund? ^gt”
08:41, @thompsonplyler (in a direct message): “I want to get to NYC as soon as possible. I'm blown away right now. XXXXXX”
08:49, @Jetblue (in a direct message): “There are thousands of customers throughout all airlines being reaccommodated. Typically we aren't seeing options through 1/3 or 1/4.”
I was afraid of this. The news showed shot after shot of people standing around in airports, and the backup was likely to be overwhelming Jetblue. Although I was glad to be interacting with a real person—shocked to be doing so through a corporate interface at Twitter—my heart thudded to the ground. I was going to miss New Year’s Eve in New York City, and this on the tail of missing the big blizzard of 2010.
08:50, @thompsonplyler (in a direct message): “To be clear, you're saying you don't think I'll be able to get back to NYC before 1/3 or 1/4? Ugh. Okay. Damn. This is even if I spend $$?”
Before you read the next line, I want you to take a minute and dust off your nearest copy of the Hallelujah chorus from Handel’s Messiah. I’ll wait.
08:51, @Jetblue (in a direct message): “BUT - a miracle just happened and I had one seat pop up for you on 12/31.”
FOR THE LORD GOD OMNIPOTENT REIGNETH!
HALLELUJAH! HALLELUJAH!
08:52, @thompsonplyler (in a direct message): “You're a god/goddess. Book it. n.b. I have and paid for my dog.”
Like any man who’s recently had a religious experience, I shouted it from the mountaintops to all 130 people waiting in the Twitterspace—waiting on tenterhooks each one of them—to see how the drama of my return trip unfolded.
08:57, @thompsonplyler: “Currently in DM chat with @Jetblue, where my situation is being resolved. My jaw is on the floor right now. Thanks @Jetblue and @Twitter!”
09:48, @JetBlue (in a direct message): “It's Lindsey, actually. Sorry - dealing with a lot of DMs. You’ve been rebooked. Let me know if all is well.”
KING OF KINGS! AND LORD OF LORDS!
KING OF KINGS! AND LORD OF LORDS!
AND HE SHALL REIGN FOREVER AND EVER!
HALLELUJAH! HALLELUJAH!
09:55, @thompsonplyler: “Lindsey, the @Jetblue Twitter ninja rep just fixed all my flight travails. Heading out on Friday, and I'll make in time for NYE. Bazinga!”
09:57, @thompsonplyler: “Hey, @USAirways, you should learn how to do customer service from @Jetblue. Got my whole problem solved over @Twitter. For comparison, when I presented my ire and frustration to @USAirways re: their pet policy a few months back, I received a form letter. @Jetblue ftw.”
So there you have it. This Friday I’ll be on my way back to New York City, where a beautiful woman will not be disappointed, all thanks to Jetblue (especially Lindsey, @linzlinzlinz on Twitter) being ridiculously on the ball with modern technology. I’ve been completely ignored by US Airways in the aftermath of customer service problems, and the other airlines have never been much better. I was not an early adopter of Twitter. I thought it was nothing more than the newest iteration of carving dirty limericks on bathroom stalls: here’s my stupid brain, now let’s see how many idiots can read its contents! During the 2009 riots in Iran, angry Iranians used Twitter to broadcast the injustices of the local authorities. That was when I reassessed Twitter as a real force in the world and began to see how powerful micro-updates like Twitter could be. This was nothing like that, though. This was me ranting into the wilderness and cursing the name of the gods, only to have them turn an ear to me and ask, “What seems to be the problem?”
Welcome to the future.
**-- US Airways: “We learn from every crash.”