Instant Feedback - Part 2

In an age where corporate execs often hide behind lawyers and corporate speak to protect themselves from the public's wrath, it's refreshing to read about one exec's very public humanity. Ok, JetBlue screwed up; it was bound to happen. All good companies do at some point. I admire the way Neeleman handled the situation, however, and suggest other CEO's take notes. I'll monitor the situation, but given the chance, I'll fly JetBlue again.

Tracy Bell
Washington, DC

In an era where personal responsibility is something people remember hearing about once but have never actually seen in action, it was refreshing to see Mr. Neeleman take responsibility. He didn't blame others or the weather he just said it's my fault and here is what I'm going to do to fix it. Watching him say that made me want to go someplace so I could fly JetBlue for no other reason then to encourage the man who's willing to take responsibility and the company that is truly dedicated to its customers.

Sandy Poston
Missoula, Montana

It appears the media made more to this than needed, I agree the brand has taken a hit, but In the mistakes comes a lesson learned a new direction for operations perhaps?

This a fine article getting and sticking to the point, nice read?!

Anthony Paul Figueora
BlindFalls Publishing
South Dakota

it doesn't matter - because it won't matter as we are entering a harsh economic depression in the united states. employment and the dollar will crash. thinking minds right now don't give a frack about JetBlue. I would be extremely surprised if JetBlue will even be around in 2008…

Chris VanHouten
Araphel
Ann Arbor, Michigan

It is a little less shiny due to the publicity but not hurt and the bill of rights will also be something the other carriers have to do

Austin White
Middletown, Rhode Island

It is funny how we expect corporations to be humane yet balk at its CEO when they do something human. Other CEO's perhaps led by greed or apathy have given us poor examples. Mr. Neeleman has shown that he cares about his company, his employees, his customers, and even a writer.

Derek Strickland
The Salvation Army
Escondido, California

It is very easy to make emotionless decisions when it comes to travel. But I think if you create a relationship with the customer that evokes emotion, I think you will create a loyal customer. It is hard to add human characteristics to large faceless industry. But I think JetBlue has done it. Creating human characteristics by accepting fault and asking for forgiveness has made JetBlue a human company, now getting past the event and evoking a positive emotion is what will help this company succeed. And I think it will.

Jonathan Forrester
Cumming, Georgia

It only takes flying on other airlines to realize that the damage to JetBlue's brand is only temporary. People will quickly return to flying with the airline that actually cares about its passengers.

Oren Lieberman
Pittsburgh, Pennsylvania

It seems to me that owning up to your mistakes is the only honest thing to do. At the end of the day people know if you made a mistake or not and if you did simply admit it and talk about what you will do differently next time. Didn't everyone's parents raise them that way? Why is this so remarkable?

Don Kleiner
Maine Outdoors
Union, Maine

It's a great example of the power of a personal brand and how leaders with strong personal brands shape their corporate brand values. Congratulations to David Neeleman for walking the talk and the genius Bill of Rights introduction, another reason to continue to love JetBlue.

Denise Fernandez
Julden Group
Irving, Texas

It's a little harder to airlines to recover their image than other industries. The brand will have a tarnished image for the short term, but consumers will soon come back after enough time has passed assuming future incidents are handled well.

Article Reader
Chandler, Arizona

It's refreshing for a company to take responsibility for poor customer service and to implement actions to prevent them from happening. The proof will be the next time there's a similar crisis but for now Jet Blue's response seems right on target for retaining customers.

Mary Fabrizio
Bullet Points Inc.
Colfax, North Carolina

It's refreshing to see executives stand up and take the consequences of their company's actions. Too often companies abdicate responsibility and gloss over their failings. I respect David Neeleman and we look forward to the day JetBlue offers flights from Philadelphia.

Lance Charen
Foss Brown (DE) LLC
Wilmington, Delaware