JetBlue invests in customer service startup Gladly
New York based carrier JetBlue plans to significantly improve the way it interacts with customers amid increasing scrutiny over the overall standards of customer service in the industry.
To achieve this JetBlue is investing in tech firm Gladly and will adopt its customer service platform.
JetBlue hasn’t disclosed the size of the stake but is thought to be about $2.5 million.
The Gadly platform collates all data from a customer’s interactions with the airline across all communications.
This includes email conversations, social media, and full booking history.
This is something JetBlue has never before had access to in a single interface.
"JetBlue and Gladly have a shared focus on people and humanizing every experience. By empowering JetBlue crewmembers with technology that helps them understand their customers more deeply, it frees up crewmembers to focus on what matters most – the person," said Joseph Ansanelli, CEO and co-founder of Gladly.
JetBlue staff will have access to all a customer’s previous interactions, past booking history and upcoming flights ‘so they can engage with them on a much more personal level,’ Ansanelli said.
All email communications will be added to the platform this fall and it will be expanded in phases over the next year to include all other methods of communication.
"We’ve always taken an innovative approach to customer service and this partnership will further advance our leadership," said Frankie Littleford, JetBlue’s vice president of customer support.
"We started JetBlue with the idea that we could bring humanity back to air travel but the customer support technology hasn’t kept up with the increasing number of ways customers want to interact with us. Gladly gives us the tools to deliver on our mission in today’s environment."
TravelMole Editorial Team
Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
Global tourism exceeds 1.5 billion travelers announces UN-Tourism
Qatar Airways offers reduced timetable to over 60 destinations
WTTC global tourism reached record economic impact of 11 trillion in 2025
Marginal increase for New York City tourism in 2025
Hands In, UATP join forces for airline multi-card payments