Last week, Patty Seybold, Fanny Wong, Meg Lewis, and I completed a rewarding, but exhausting, Customer Co-Design Session in Florida for a long-time client. Happy, but bone weary, we arrived at the airport to discover that our flights were all delayed. Although Fanny and I were on the same flight, Meg and Patty had different destinations than we did and were booked on different flights. But Fanny and I, as well as Meg, were all flying JetBlue, and, conveniently, out of the same gate.
Originally scheduled for 4:30 pm, when we arrived about 3 pm, Fanny and my flight to Boston was posted as being delayed until 5:50 pm. Meg’s flight to La Guardia was scheduled for 6 pm and no delay was indicated. Hmm, I wondered, how can two flights so close together leave from the same gate? In addition, we noticed that there was an aircraft at the gate waiting, but we didn’t know which flight it was for.
A few minutes later, we saw that the Boston flight was now scheduled for 6:05 pm—not a good trend. Wearily, we sat down, happily found outlets for our computers, and reluctantly went back to work. (Okay, Fanny and Meg worked. I was playing a game.)
Just as we were starting to get antsy, a JetBlue gate agent came on the sound system to update us. And, although the news wasn’t great, the update was.