Mosaic
This dedicated phone line is available for Mosaic customers
What is 1-877-538-8783 (1-877-JET-TRUE)?
Before releasing PNR or account details, this must be completed.
What are customer verifiers?
A crewmember calls out before their shift starts. How many Dependability points are accrued?
What are 2 points?
JetBlue has a bilateral interline agreement with this airline.
What is United Airlines?
Hospitality Promises encourages crewmembers to use a customer's what?
What is first name?
A customer must wait this long from the start date of a previous status match challenge before starting another one.
What is 24 months?
When making an outbound call, what exact recording disclosure must be stated at the beginning of the call?
What is "Calls are recorded for quality and training purposes."?
This is the maximum amount of time point removals may take to process.
What is 5 business days?
For reciprocal benefits, the customer can only have one of these listed on the reservation.
What is one frequent flyer number?
When interacting with customers, crewmembers should approach every interaction with this mindset.
What is "How Can I Help?" mindset?
Mosaic 3 customers receive this number of Move to Mint certificates as a Signature Perk.
What are 4 Move to Mint certificates?
When taking over a call from another crewmember, you should confirm this information is still correct in case the call disconnects.
What is the callback number?
One Flex Off Point Removal equals this many hours of Flex Off earned.
What is 4 hours?
These are some of the benefits Mosaic customers can receive when flying on United.
What are priority check-in, priority security, priority boarding, one free checked bag for the status holder, priority bag handling, preferred seats after booking, and Economy Plus at check-in?
Under "Be at the Ready," crewmembers should allow customers to speak and ask clarifying questions. This skill is known as what?
What is active listening?
This is the benefit that lets Mosaic 3 and Mosaic 4 customers select reserved Mint Suite seats on A321 Classic Mint aircraft.
What is Mint Suite Priority?
Name the required elements of a standard voice/digital greeting.
What are branding JetBlue, stating your first name, asking "How can I help?",
This is the maximum number of Dependability points that can be removed through Flex Point Removals per quarter.
What is 4 points?
Same-Day Switch is not a reciprocal benefit on United flights, so this process must be used instead.
What is a voluntary exchange?
Under "Own the Moment," crewmembers should provide assistance focused on what can be done while demonstrating these two qualities.
What are empathy and urgency?
Name three types of bookings that are ineligible for Move to Mint upgrades.
What are Blue Basic fares, reservations with a PETC/UMNR/EXST, corporate or government contracts, travel certificates, or bulk/group bookings? (Any three correct.)
If a customer cannot provide a TrueBlue number or email address, they must provide three of these four items.
What are date of birth, mailing address, phone number, and account history?
Name three common categories that may qualify for Dependability point removal.
What are Flex Point Removals, Doctor's Note adjustments, Perfect Attendance removals.
Reciprocal benefits are automatically updated after the loyalty number is added, and the system verifies status after this amount of time.
What is 10 minutes?
Name three Hospitality Promise behaviors that help create a positive customer experience.
What are using the customer's name, providing regular updates, demonstrating empathy, avoiding blame-based language, using professional communication, reassuring next steps, taking ownership, or actively listening?