2 customer service experiences: How ‘Jet Blue’ was helpful and ‘Cingular Wireless’ just followed their script

In the past few months, I had diametrically opposed ‘customer service’ experiences.
The first one that i just finished dealing with was with Cingular Wireless. Back in February, I gave my teenage son a cell phone so we could contact him in case of emergencies. I did tell him to use it only when needed. Nevertheless, I did find out over the course of the next 2 billing cycles that he had downloaded ‘ring tones’ and the like and as i had not signed for the Internet Service, it set me back over $550.00. My two problems with Cingular were, I think the charges were exhorbitant and when i tried to deal with them I was treated according to a script. More or less i was told ‘pay or we will shut your service’. Of all the calls I made to them only one person showed empathy.
On the opposite end, one of the kids was to fly Jet Blue on June 13, it was an international flight and we found out at the airport that he did not have the proper documents. They told us to call them as soon as these document issues were resolved and would schedule him on the earliest flight.
I did so this Thursday and was able to schedule him to leave this evening.
In this case, Jet Blue turned this bad experience in a good one and ensured we will be repeat customers.