Case Study: JetBlue Airways

In preparation for the launch of “Mint”, JetBlue’s premium cabin experience, FreemanGroup designed and implemented a sequence of service training program for 250 JetBlue staff.

The reception from passengers was so overwhelmingly positive that the actual occupancy increased to 60% higher than budgeted and the service was expanded from 2 routes to 16.

FreemanGroup was subsequently retained to develop customer training programs for all JetBlue employees, as well as establishing a JetBlue hospitality training team to continue implementing the service standards in house .

​JetBlue sees these programs as a fundamental strategic initiative that will play a crucial role in differentiating them from their competitors and multiplying the returns on their business.

---