Instant Feedback - Part 2

Yes, Neeleman did the right thing. It is rare for a CEO to have the courage to do the right thing and not what the lawyers council. Jet Blue's image may be tarnished for those who have not flown with them or heard of them, but most people respect that mistakes happen. Being treated with honest and respect will keep customers coming back.

Kristi Roark
Charlotte, North Carolina

Yes, Neeleman did the right thing. The short-term 'benefit' of avoidance and obfuscation would have been totally overshadowed by a loss of distinction of JetBlue from its bigger competitors.

Brand damaged? I don't think so.

Michael Morgan
Houston, Texas

Yes. I was impressed with the ads in the major dailies, the apology, the well crafted Bill. The proof is in the pudding.

I have never flown jet blue, but read the book and like the branding and customer service. I hope they set the precedent for all airlines.

Lily Lilly
Lillywing Group
Tigard, Oregon

Yes. Neeleman did the best possible thing. (No such thing as the right thing. Just what works in a crisis.)

Like the Tylenol experience of years ago, admitting the truth, being honest about mistakes actually heightens a brand image. That's because that's a rarity in business.

Glitches--bad or worse--will happen to any business. Even more so to the airline business. Being honest gives customers the feeling that they can trust the airline. Also a rarity.

Jim Clark
Washington State University
Pullman, Washington

Yes. No.

Funny I keep getting picked to do surveys when I no longer get FC. I have emailed editor and filled out are in every survey to say that I thought FC went down hill with new format and NO ONE ever got back to me. But you keep sending surveys. Now I really have negative thoughts about FC. Do you ever read your emails and survey comments! Take a cue from Jet Blue!

Laura Eldridge
Blah, Idaho