JetBlue has introduced a live chat in its app.
The feature, which has been available on Apple iPhones for the
past few weeks, allows JetBlue passengers to communicate directly with the
carrier's customer-support teams. The feature will be available for Android devices
in early November.
JetBlue introduced the in-app chat in partnership with technology
developer Gladly. JetBlue subsidiary JetBlue Technology Ventures is a Gladly
investor.
Since 2017, JetBlue has partnered with Gladly on a platform
that enables travelers to have a continuous conversation with the its customer-service
team across communication channels. For example, JetBlue passengers can move
conversations from Twitter to email without having to recap previous conversations.
The new in-app chat offers the same capability.
"Adding the app to our lineup of customer service channels
has given crewmembers the ability to better serve customers when they're most
likely to need support: while they're traveling,” said Frankie Littleford,
JetBlue's vice president of customer support. "Not only is chat often more
efficient and gives crewmembers a better understanding of our customers, we see
chat as an increasingly popular way for JetBlue customers to communicate with
us too."