Withinsixmonthsofcommencingoperations,JetBluewasalreadyprofitable.Theairlineboastedafleetwideloadfactorofanimpressive71.6-percent.ByAugust200,JetBluewasoperating48flightsaday,andbyallothermetrics,theairlinewasperformingwell.Bytheendofitsfirstyearofoperation,morethan1millioncustomershadflownonJetBlue.
"Ilovetoprovepeoplewrong.Itgetsyoumotivated.Itgetsyouupinthemorning.JetBluehastherightmixofastrongbusinessplan,anexperiencedmanagementteam,dedicatedemployees,agreatproduct,andservice,service,service.Takingcareofyourownpeoplemakessuretheywilltakecareofcustomers.Experienceindicatesourcustomersreturnnotonlybecauseweofferlowfares,butalsobecauseweprovidethemwithamoreenjoyableairtravelexperience.Hiringthebestpeopleandtreatingthemasweexpectourcustomerstobetreatedareessentialtoachievingthisgoal."?
──DavidNeeleman
TomaintainJetBlue'sabilitytoofferlowfares,thecompanyusesinformationtechnologyquiteextensively.JetBluewasthefirstairlinetouse100-percente-ticketing.Itwasalsothefirsttointroduceapaperlesscockpit──withchartsgeneratedelectronicallyontheinstrumentpanel'sscreensandaircraftflightmanualsloadedontolaptopcomputersratherthaninhardcopy.Bybuyingnewaircraftratherthanleasinganolderfleetofplanes,JetBluewasabletostartwithaclean-sheetandintegratetechnologyintelligently.ThelackofalegacysystemhasbeenahugeadvantageforJetBlue.
JetBluealsodoesotherthingstoenhanceefficiency.Therearenocleaningcrews──thisgetshandledbytheflightattendantsandpilotsduringatightlychoreographedturnaroundroutine.CrewmembersuseBlackberrypersonaldigitalassistantsorPDAstoreportonandtrackanyoperationalissueswhichariseduringaflight.ThecompanyalsousesPocketPCstocarryoutcustomersatisfactionsurveysduringflights.