Instant Feedback - Part 2

David Neeleman did the right thing. My thoughts, as the events were happening, were much as he expresses. Here in the brick and mortar business, you can be a Tiffany's, Starbuck's, any number of corporate entities and easily evade when adverse situations arise. But, Exceptional Concepts (my company, coming out of a nasty lawsuit, levied by a greedy and fraudulent property owner) or any one of thousands of small businesses across our nation, usually cannot overcome any negative overtones concerning direct public relations. My business did not survive; I hope JetBlue fairs better.

JetBlue is as corporate to me as United and American are to them. Personally, I don't think JetBlue's brand has been damaged. I think human frustration came into play and reaction followed. In time they will realize JetBlue did the best they could under the circumstances.

Linda Blaylock
Exceptional Concepts
Cottontown, Tennessee

David Neeleman responded to this crisis with the same character that he used to build the company, honesty and a focus on the customer. His stress level is indicative of his commitment to improve his company and reduce the likelihood that they will drop the ball again.

Tonya Heim
Holland, Indiana

David Neeleman was effective in using the window of opportunity to accept complete responsibility for JetBlue's failure in delivering the service and compassion customers expect. He aggressively acted to implement solutions to address the immediate problems as well as a plan for future incidents.

John Thomas
Jonesboro, Georgia

David Neeleman would have done the right thing if he had stepped into the crisis a lot sooner. He isn't going to fix the problems -- his employees are. St. David needs to realize that he's built something that's lot bigger than he is, and he isn't going to fix it alone.

Lois Kurowski
Lansing, Michigan

David Neelman demonstrated the kind of courage that we need more of in the business world. It's easier to pretend it wasn't your fault than to get out and face the music. Hats off to David.

Sid Djerfi
London, UK

Did David Neeleman do the right thing? It's always right to admit to mistakes and apologize - it shows integrity of character. Has JetBlue's brand been damaged? It depends on how well the company follows through on their apologies and proposed solutions. If they can do what they say they will, they will probably emerge stronger than they were before the meltdown.

April Kunzelman
FatWallet, Inc.
Machesney Park, Illinois

Excellent, excellent, excellent -- the article and JetBlue and not just handling the crisis at hand but a strong reputation with its customers.

I'm in the public relations business and wish more companies had the strong customer orientation that obviously JetBlue has.

There's truth in advertising and then there's just plain old 'truth' - honesty - communicate with your customers honestly and they'll believe you - and stick with you through thick and thin.

What to do? I've faced similar situations and flexibility was the answer. You have to be able to adapt to the challenges that you are presented with. Lemons=lemonade!

John Donaldson
Virginia Beach, Virginia

Fascinating to see how different Jet Blue's response from what we've come to expect from a CEO. Three cheers for an honest attempt to ask for forgiveness. And now we watch to see what happens.

Mark Howell
Lifetogether
Duarte, California

Finally, an executive of a major corporation who gets it! We don't expect perfection; we all mess up from time to time. What we do expect is some two-way compassion. I feel bad for the company and its employees, but I really feel bad for the passengers who were stranded. Mr. Neeleman didn't play the poor me card, he just apologized, made restitution and promised to do better. I believe him.

Steve North
Madison Christian Church
Pickerington, Ohio

From a staff (vs. mgmt) perspective, David Neeleman did the right thing in taking ownership of the problem and the direction(s) in solving it, even though he can't be blamed for the weather any more than the next person. It's a chink in their brand's armor, but nothing that they can't recover (and come back stronger) from.

William Moulthrop
Shawnee, Kansas

Great article! It's unfortunate that I don't live in a market served by Jet Blue because if I did they would become my airline of choice.

Bob Schechter
Greensboro, North Carolina