We’ve all heard what happened on that jetBlue plane in NYC, which sat on the tarmac for 8+ hours. Yes, I would have been apoplectic too if I had been on that plane. BUT, jetBlue has handled itself amazingly well post-SNAFU. It’s been interesting to watch as jetBlue and David Neeleman say they are sorry and reestablish an authentic conversation with their customer base.
I recently signed-up for an AmEx jetBlue credit card specifically because I love flying jetBlue to Florida. I believe that the incident in NYC has more to do about a lack of Policies & Procedures and contingency planning than it does systemic organizational problems and poor morale which many other airlines suffer.
I predict that jetBlue will actually benefit from this ordeal. Talk about turning a lemon into lemonade.
Here’s Neeleman’s youTube video and the jetBlue Customer Bill of Rights:
