This is one happy Dahon. Thanks, Jet Blue!

I got an exciting wake-up call yesterday morning.  Carolyn, the Jet Blue customer service representative with whom I'd exchanged two emails about the airline's ridiculous baggage policy called to tell me that they were changing their policy and that the $50 I'd been charged had been reversed!

What a way to start the day!

Upon closer inspection, it appears that media exposure probably played a role, here.  My blog post was picked up by Jonathan Maus at bikeportland.org, readers got fired up as usual, some people may've even contacted Jet Blue, and, oddly, a customer service person from Jet Blue even contacted Jonathan.  It's hard to tell if I would've ultimately succeeded in changing policy without bikeportland.org's help, but it's pretty clear that media exposure accelerated things significantly.  Kudos to bikeportland.org for being such an invaluable news source and powerful advocate for bicycling.

I will say, however, that I was disappointed to see how many folks gleefully shared their evasive and frequently dishonest strategies for getting bikes on planes.  It's a sad commentary on baggage policy but also on us as consumers.  If some of those folks had sent a couple emails to the airlines about their policies, there's a decent chance that they wouldn't be wasting their hot air about policy evasion tips in the comments section of a blog…and I wouldn't have had to deal with being hassled at JFK last week.  Sure, I doubt that many efforts to change policy go as smoothly as mine did, but I found the cynicism of many commenters disappointing.

Jet Blue was quick to prove them wrong.  I have a great deal of respect for a company that is capable of recognizing an error and working quickly to fix it.  In their email to me yesterday, they said:

It is through our customers' feedback that many policies and procedures are revised. We do listen to our customers concerns and this gives us the opportunity to see the areas we need to focus on and if necessary, make changes.

And that's exactly what happened.  What amazed me was how quickly it happened and how elegantly.  I was particularly impressed with the fact that both of my emails were answered by the same person (even though I didn't make an effort to contact the same person or list a case number) and that the call I got yesterday came from that person as well.  Thanks, Carolyn!  Customer service departments clearly have a lot to learn from Jet Blue.  If you must fly, I encourage you to be a Jet Blue customer and bring your folding bike.  Here's the new addition to their policy:

Also note: If bicycle and container are less than 62 dimensional inches and under 50 lbs., the bike fee will not be assessed.

Had a hard time with airlines over this issue?  I've learned that it's probably worth sending a few emails.  BTA board member and Bike Friday employee Paul Adkins already cc'd me on an email he sent yesterday to United Airlines requesting that they change their policy regarding small bicycles.  Way to go, Paul!

Now I've got some thank you notes to write.  I'm sure Jet Blue would appreciate hearing your thanks as well.

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