In addition, customers
want to be confident that they will have their bags
at the end of the flight. At 2006 year-end, JetBlue was
ranked number 1 out of the 15 busiest airlines in regard
to the least number of lost or mishandled bags.
A critical factor in achieving superior service is employee
moral. As Neeleman has stated, the crewmembers
are the “real secret weapon.
His philosophy is that if
crew members are treated well, they will in turn treat the
customers well.