Instant Feedback - Part 2

The brand is absolutely damaged, perhaps to reflect the real core culture of disempowerment. It doesn't take a genius to see that the employees didn't feel authorized to take common sense actions and that management wasn't tapped in to what was happening, a key in a continually operating business like JB.

Brian Cassell
DVC, LLC
Annapolis, Maryland

I don't think the brand has been damaged. I was not one of the people stranded, but I fly JetBlue often, and I will continue to do so. I think Neeleman did the best he could do with the situation.

Erin Nelligan
Boston, Massachusetts

I have read about Jet Blue in Fast Company for years and was impressed that their reaction to their debacle fell in line with their descriptors over the years. My continual question is who has influence with the airports to just let people off planes instead of sitting - then I will think there is a huge amount of influence that is new.

Robin Orr
Savoy, Illinois

I often say that honesty disarms. The conventional response is to hide in a corner and hope your cover-up story (lie) works. Neeleman's solutions and genuine response are the exact opposite, and help to stabilize both internal and external loyalty. Those with past corporate crises (Tylenol, Ford, etc.) are still in business today, thanks in part to similar actions, and I foresee the same for JetBlue. I would happily be a passenger on one of their flights.

Peter Graening
Chicago, Illinois

I recall eBay being offline for several days during their early growth. People commented how unacceptable it was, how it was doom for the company. They stuck to their goal, vision and execution and prevailed long-term. Neeleman has an extremely YOUNG airline despite its success, and I'm impressed with the hard work they're doing. Business is hard enough, having to depend on Mother Nature is even harder.

Harold Mann
Mann Consulting
San Francisco, California

I run a small service business, we all make mistakes. How you handle the situation and deal with your customers is the answer. The key is a quick solution before the wound becomes infected. Work with the customer keep them happy if possible.

Bud Montgomery
The Seract Corp.
Lakewood, Washington

I think David Neeleman responded in a meaningful ethical way. We have all been stranded at one time or another. His response recognized the inconvenience and stress people may have experienced from a situation that was largely out of their control. He took action, at his own peril, to remedy the situation. You can over think and become paralyzed into inaction. Not JetBlue.

Martin Mysyk
Calgary, CANADA

I think he did everything he could at the time, and I admire him for taking full responsibility. Weather happens, but I still do not understand how they can leave folks sitting on a plane for 10 HOURS. Didn't somebody have the sense to get them off the plane??? I will have to give them a few years to re-organize before I would feel comfortable booking a flight on JetBlue.

Karen France
Real Estate Business Resources, Inc.
Topeka, Kansas

I think he did the right thing. Has the brand been damaged? Not in my eyes, but only time will tell. What he did sounds far better than 10 days ago when Northwest stranded me in Chicago due to snow…He is honest - I appreciate that in a CEO!

Patricia Lustig
LASA Development UK Ltd
Cirencester, UK

I think he did the right thing. Taking responsibility and being visible to the public is essential to rebuilding any credibility or reputation damaged in this type of incident. This article doesn't depict Neeleman in a particularly favorable light initially, but it gets better. I do think that JetBlue will have to regain some confidence that has been lost, but it seems that they're on the right track.

Susan Egbert
Rancho Cordova, California

I think he did the right thing. yes I do think the brand was damaged - maybe 'dinged' is a better word. I am impressed that Mr. Neeleman did immediately accept responsibility and offered an apology. this immediately started to re-build the brand in my mind. I would have been more disappointed if he had started pointing fingers at others, the FAA, the weather, etc. I understand there were situations out of the company's control and it did expose flaws in their operations. the big question will be what happens the next time there is a major storm? how will JetBlue respond?

Mike Eiseman
Crystal Lake, Illinois