Jet Blue's Pillow Talk

So Jet Blue has announced that on flights over two hours, they are no longer providing free pillows and blankets. Instead they are selling a pillow and blanket kit for $7.

So let's keep a couple of things in mind as we consider this move. Jet Bue has fashioned itself as a fairly hip, smart brand. Its customers are probably savvier than your average consumer. Owning and running an airline is a crappy business that struggles to make money in the best of times. Jet Blue customers probably read newspapers. This is also the same company that cratered when it appeared tone deaf to customer complaints during its operational melt down during a winter storm in NY.

Now we have their explanation of the new pillows. The company's comment appeared in article today in the New York Times. "Replacing our old, recycled pillows and blankets with this state-of-the-art high-quality take-home kit is an eco-conscious, health conscious and consumer-conscious decision," the general manager for product devlopment, Brett Muney, said.

Brett! You forgot the part about it saving the company a couple million dollars. And here's the joke. Your customers understand you need to run a profitable business. What they can't understand is why you would insult their intellegence with a half truth. They look like cool blankets. We can handle it.

Integrity and authenticity. This is how a company wins. And every time you try to spin you customer you erode part of a hard earned trust.