Dive Brief:
- JetBlue is reshaping its customer experience leadership roster with the appointments of Daniel Blake as VP of airports experience and Edward Pouthier as VP of loyalty and personalization, the airline announced Thursday.
- Blake will oversee airport operations across more than 100 airports globally. He reports to Steve Olson, SVP of system operations and airports.
- Pouthier will be responsible for increasing TrueBlue loyalty member engagement as well as engagements with JetBlue’s co-branded credit cards. He will report to President Marty St. George.
Dive Insight:
With the leadership appointments, JetBlue is signaling a focus on two aspects of its customer experience: airports and loyalty.
Loyalty programs are a massive revenue opportunity for airlines. For JetBlue, it’s also a key aspect of its JetForward strategic plan to put the airline back on the path to profitability.
“As we focus on delivering products and perks our customers truly value, we also need to make it easy and rewarding for them to keep choosing JetBlue,” St. George said in a prepared statement. “Ed has led the transformation of TrueBlue as director [of] loyalty program & experience — helping turn it into a stronger driver of both revenue and customer loyalty.”
Pouthier joined JetBlue in 2022. Prior to that, he worked at Delta Air Lines for nearly nine years in both the U.S. and Europe.
Blake most recently served as director of airport operations in Boston, where he managed 10 airports across New England, including Boston Logan International Airport. He began his career at JetBlue as an airport operations crewmember before assuming roles in customer service and station operations.
“Over the past 18 years, he’s played a key role in growing our Boston operation into the success it is today while driving meaningful improvements in reliability,” Olson said of Blake. “I’m excited to see him bring that same energy and leadership all across our broader network.”
Among the airline’s focus for airport experience are airport lounges. JetBlue is introducing its first airport lounges in 2025 as part of its JetForward strategy and to cater to demand for premium experiences. The company plans to open the first one at New York’s John F. Kennedy International Airport in late 2025, quickly followed by another at Boston Logan International Airport.
