Instant Feedback - Part 2

I think Neeleman did handle the aftermath of the crisis in an accountable manner. as someone who has not flown jet blue, I have only heard of their reputation but not experienced it. based on how Neeleman handled the crisis, I would be willing to give them a try although he's now set some pretty high expectations for what I'll be expecting!

Ellen Hongo
Reno, Nevada

I think Neeleman did the right thing AFTER the crisis. Jet Blue is held to a different standard.

JetBlue's brand was damaged but, to me, not destroyed.

Tim Geraghty
Ada, Michigan

I think Neeleman reacted well and is doing the right thing. The customer Bill of Rights will go a long way to restore trust and confidence. I don't thing their rep is damaged unless something severe like this happens to them again. As the writer said, other companies make mistakes and they recover, I think JetBlue can recover as well.

Jo-Ann Little
Aetna
Middletown, Connecticut

I think that the MSM overplayed this entire thing. There was ice and snow, nature messed up air travel, and the airlines dealt with it. So what… JB was on the high horse of customer service, but dealing with ice is different.

Shaun Dakin
Alexandria, Virginia

I think the brand has been damaged in the short, but I actually think they can recover from it.

Shawn Hoke
Shippenville, Pennsylvania

I was amazed at the Customer Bill of Rights and have written about it in my own newsletter. I think he did the right thing, accepted the responsibility, didn't hide behind his position and positively impacted his brand. Was the JetBlue brand damaged--yes? But it will bounce back even stronger than before if everything is implemented the way he has positioned it.

Gayle Carson
Carson Research Center
Miami Beach, Florida

I was in NYC during the storm and I heard all about the debacle. For most of us, though, we simply wanted to get home. David is setting the standard. Companies must be held accountable for their actions, but always remember to keep the customer first in that process. That is what JetBlue is doing.

Brandon Tidwell
FedEx Services
Memphis, Tennessee

I was not personally affected by the event, but I certainly read all about it in the newspapers and heard about it on TV news. I also haven't flown on JetBlue in over two years, yet the experiences I had with the airline awhile ago made me a true believer. And JetBlue's response to the crisis only reconfirmed for me that this is a different kind of airline -- and Neeleman is a different kind of CEO.

Henry Eakland
Piedmont, California

I watched several of the interviews Mr. Neeleman conducted, under huge pressure, he took the punishment standing up and said all the right things. He is to be commended for his handling of a difficult situation.

Bryan Hayes
Hyatt Hotels
Chicago, Illinois

I worked for a charter airline and the situation (according to the media) that caused the meltdown is by far the hardest to deal with and needs incredible automation. That is where they need to concentrate the efforts. He did the right thing. You are so right about low expectations being the norm for Delta - so sorry they have fallen so low. This is coming from a one time huge Delta fan and frequent flyer. Even my sister who does not fly much says, Delta - YUCK.

Lucinda Sibille
Wilton Manors, Florida

I've been seriously wronged by American Airlines multiple times, and my trust in them is forever shaken. I understand that mistakes happen, and this seems to be the first major problem that JetBlue has had. I have plenty of room for forgiveness for JetBlue, but then again… I wasn't one of the people stranded in February

Serena Cline
Fullerton, California

I'd prefer the article go deeper. David Neeleman's behavior is admirable, but it still seems he alone is overseeing the necessary changes at JetBlue. Unaddressed questions: Is JetBlue now big enough so that the company culture and Neeleman's personality can no longer be one and the same? Is JetBlue addressing culture for the long term? That's what will distinguish it from Delta, American, et al. (P.S. - I assume this article is still to be copyedited.)

Deborah Gavrin Frangquist
San Francisco, California

If Neeleman would add some specificity to his fixes, he would gain greater credibility. People want to believe he's fixing the problems and that customer experience will be better in the future, but he's got to back it up with tangible evidence of fixes in progress.

Keith Lundquist
W. Melbourne, Florida