| Since selling its first ticket in 1999, JetBlue has never operated a traditional reservations center. All 1,200 agents still work in residences around Salt Lake City, Neeleman’s home town. Rothstein, 55 and a grandmother of two, was happy working at Continental’s reservations center at Tampa International Airport while she lived a 15-minute drive away in Town ‘N Country. But when her husband sold his telecom equipment business and they moved 30 miles north to Meadow Pointe, the commute became a nightmare. She’d leave at 7, then at 6:30 in the morning, to miss rush hour and make work by 9. Her shift ended at 5 p.m, as cars clogged Interstate 275 for the trip home. “I’d leave in the dark and come home in the dark,” she says. Rothstein was the first to sign up when Continental asked for volunteers to do the job from home. She already had an office with a PC and broadband service. Continental required a second phone line to connect to the reservations data system. |
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