Instant Feedback - Part 2

"Pay no attention to that man behind the curtain!" - The Wizard of Oz

How nice to hear from a CEO who doesn't seem to feel the need to appear omnipotent. The question is, will people reward his openness? Considering how we've become wearily accustomed to poor service from airlines, I think we will. We all know about the problems, but we don't usually hear airline execs admit the obvious.

Nathan Gilliatt
Social Target LLC
Apex,North Carolina

A day or so after the incident, we had CNBC on in the office. Mr. Neeleman came on to talk with Maria Bartiromo to address the situation. It was the first I had heard of the mess, and I understood the frustrations of those involved. However, as Mr. Salter has observed, I also noticed that Neeleman was there, in the spotlight, under negative circumstances. I'll give JetBlue a shot next time I fly. My only advice is to crack open that satellite radio (XM I assume, as it is carried on JetBlue) and put on some Channel 77 AudioVisions!

Russell W. Hooper
Brentwood,Tennessee

Absolutely did the right thing. Taking responsibility, accepting liability, and apologizing is a great leap forward in protecting the brand. And future business.

Terry Keller
San Diego, California

Absolutely the right thing. Each mistake or issue is situational but big blunders necessitate highly visible and conservative (i.e. customer oriented) responses. While their brand was certainly impacted, JetBlue's response can strengthen their brand through demonstrating caring and appropriate corrective actions followed by execution.

Bryan Babcock
Gilbert, Arizona

Absolutely, I think that David Neeleman did the right thing! Everyone, every company makes mistakes. I have worked in customer service for 25 years. The most important aspects to dealing with a mistake: apologize, take responsibility and then take action to fix it and prevent it in the happen. For real - not just for appearances.

Jet Blue has an enormous opportunity to create an even more loyal customer base if it follows through with its intentions to have both a belt and suspenders to keep their pants up.

Michele Melkerson-Granryd
BodyBusiness Health Club & Spa
Austin , Texas

Absolutely did the right thing. I even used this example in a course I teach on marketing and user behavior. The brand is under test and will not be damaged if it continues doing what it said it will do..

Julie Levitt
Raleigh , North Carolina

All of this coverage on JetBlue's debacle will only help the brand. Neeleman's passion drips from this story and his credibility is articulated. I've never flown JetBlue…but I will soon knowing how he reacts to a crisis.

Rich Carr
Carr Knowledge
Orting , Washington

Almost a perfect response. It could have been a perfect response if Jet Blue had managed to push out the email to passengers as well. People will put up with anything if you tell them what is going on and what you are doing about it.

Scott Walters
Nemo , Texas

Although reassuring, this is really not surprising.

Theresa Quintanilla
QViews
Houston, Texas

Although the human consequences in the JetBlue situation are far less serious than those in the Johnson & Johnson Tylenol case of several years ago, there are parallels in the response of these corporate leaders. The fundamental principle appears to be make it right. Accordingly, I predict that long term JetBlue's brand may even shine more brightly than it did before the storm.

Marianne Inman
Central Methodist University
Fayette, Missouri

Anyone who will not forgive Jetblue doesn't fly very much. Zero customer service is the standard for the industry. A industry that turned flying into Greyhound in the sky. Bravo for the apology, and I wish Jetblue flew into Little Rock, because I would use them.

Robert Clayton
Little Rock, Arkansas

Apology not only accepted, Neelman's awesomely fast improvement plan is approved. Beyond his good instincts about what to do and say; Neelman was impressively quick in developing more of the benchmark policies and behaviors customers have come to respect and expect in JetBlue.

Karen Justice
The PowerHouse
Sabillasville , Maryland

As a business traveler, I can commiserate with those passengers who went through these ordeals…however, kudos to Neeleman for not hiding behind his managers or employees but being out front on the firing line when dealing with these customers. Doesn't the traveling public wish more airline CEOs had the guts to do the same?

Mike Williams
Idaho Falls, Idaho