Instant Feedback - Part 2

Great companies accept failure, provided mistakes are not repeated. Being innovative means you won't always get it right the first time. I suspect that JetBlue will be better prepared than other airlines for any future crisis as they have failed forward.

Kenneth Peach
Future Vision Group LLC
Orlando, Florida

Has JetBlue's brand been damaged? Yes.

Can it be repaired? Yes.

Can shooting straight with your customers work? Yes, it's the ONLY thing that will work.

That's why David Needleman and JetBlue will continue to survive and excel.

He's not afraid to admit they made a mistake and he's publicly committed to fix it unlike Delta or American.

Remember how J&J handled Tylenol.

Tom Smith
FMI Corporation
Raleigh, North Carolina

Has the brand been damaged: yes.

Has the brand been strengthened might be the better question, and the answer to this is clearly yes.

Mistakes are what make brands great - they test the boundaries, challenge the paradigms, and move them in new directions

Ann Stone
Minneapolis, Minnesota

He did exactly the right thing. When you and/or your company screw up, admit it and go on.

PaulVan Valkenburg
Bonita Springs, Florida

He did the right thing. Standing up and taking responsibility for problems is what consumers look for. Short term they stumbled but they will recover and be stronger. What a boring article.

Scott Bryan
Fort Morgan, Co., Colorado

Humans makes mistakes. The key components of surviving them are that they not be intentionally made, that they are acknowledged, corrected and used for future growth and never repeated. Integrity is the paramount, it worked for Tylenol.

Dee Ptak
Stockton, California

I am a little surprised that Mr. Neeleman appeared to be so defensive. All companies make mistakes and the difference between an average company and a great company is how the mistake is handled. I suggest that JetBlue focus on the passengers inconvenienced, the rest will take care of itself -forget about the negative buzz, it is short-lived.

Jeff Stout
Flambeau, Inc.
Baraboo, Wisconsin

I am sure there was a point when someone at JetBlue's operations said, Maybe this is wrong. The moment that they quit placing the customer first they were damaged. They failed to continue their marketing and service creativity and search for an alternative to ten hours in a tin can. It is nice to see that they are in a learning mode…However, this will happen again and their response will ensure the airlines success.

Michael Baker
Tulsa, Oklahoma

I applaud Neeleman's initiative.

Ken Saunders
Helmets R Us
Tacoma, Washington

I appreciate David Neeleman's candor. His approach to the Valentine's day problems in New York make me just as likely to fly Jet Blue as before. It's refreshing to find a CEO with such a hand's on approach to his company.

Thomas Harmon
Cheverly, Maryland

I believe David Neeleman did the right thing by admitting fault and apologizing. I have always been told that you must take responsibility for your actions.

He had no control over the weather; however, he does have control over JetBlue and realized and took the responsibility that he did not have a contingency plan in effect for unforeseen weather.

Greg Drown
Fremont, Ohio

I believe Neeleman has done the right thing. It's obvious that he is only human; he probably shouldn't have taken the interview when he appeared to be over the edge.

Susan Green
Athens, Georgia

I believe that he played the cards he was dealt - not always the easiest thing to do - The fallout from the crisis will test not only himself but his staff - and only time will tell if he was able to convince the public to continue to fly his airlines. The best part of the whole story is that he appears to admit responsibility!

Layne Hansen
Naches, Washington

I believe that Neeleman did the right thing. This article shows the depth of his concern and the impact on him personally which other airline CEOs would likely not feel or share with an external party. Jet Blue's brand has been damaged but the company has made strong efforts to repair the damage.

Kevin Kilroy
Basking Ridge, New Jersey

I don't think he took enough personal blame, to the external media and public. If the systems weren't built, that's his fault and he should be thinking about stepping down or turning over operations to someone else while he continues promoting the vision and handing out snacks.