Twilio’s SIGNAL customer and developer conference was held online on August 23, 2023. In the virtual session, “How JetBlue Travel Products modernized and took control of their customer experience by using Twilio,” Vitaliy Faida, Associate Head of Cloud Engineering, JetBlue Travel Products, provided some insight into how their contact center operates and how their agents – called “helpful humans” – interact with customers.
JetBlue Travel Products (JTP) is a wholly owned subsidiary of JetBlue. Originally, JTP focused on selling vacation packages – hotel, car rentals and airfare – and then segued into selling cruise packages. Now the company is moving into selling other products, including insurance protection, activities, and short-term rentals. Faida said that many of these products are upsells to the core package(s) customers purchase.
