JetBlue Airways may introduce Gladly to cabins in 2020

    JetBlue Airways chief information officer Eash Sundaram stated the carrier could introduce Gladly, a customer service platform, to inflight crew members in 2020, in order to provide better service for passengers (The Wall Street Journal, 01-Oct-2019). As previously reported by CAPA, JetBlue partnered with Gladly to grant customers “one continuous conversation” with customer support teams across multiple communication channels in 2017. “The challenge is to keep up with the pace of change. Every consumer expects you to be another Facebook, Google, Apple – not an airline”, Mr Sundaram stated.