Driving 30% Growth With CX At Breeze Airways

Breeze Airways made the 2026 TIME100 Most Influential Companies list. With more than 300 year-round and seasonal routes connecting 91 cities across the United States, Mexico, Central America, and the Caribbean, how does it keep guest experience at the center of its expansion?

This week on The Modern Customer Podcast, Dana Shapir, Chief Guest Officer at Breeze Airways, shares how she prepares airport teams and develops leaders to maintain service standards as the airline grows. Launched by JetBlue founder David Neeleman, Breeze benefits from Dana’s more than 25 years of aviation experience, including leadership roles at Southwest Airlines, JetBlue, Avianca, and Spirit Airlines.

Dana describes 30% year-over-year growth, with new aircraft arriving almost every month. Breeze is hiring 1,000 flight attendants this year, raising a practical challenge: how do you hire fast enough while retaining the people already on your team?

She explains how AI-powered gate cameras provide real-time visibility into aircraft turnaround activity, helping teams flag potential safety hazards and improve efficiency.

Dana says Breeze is the only airline serving 85% of its markets, so it prioritizes avoiding cancellations for guests with limited alternatives.