Instant Feedback - Part 2

It's wonderful when a leader is able to admit fault and define the plans for recovery. If only more companies were focused on their efforts in this manner, they might have an opportunity to rise to the challenges in front of them. I have no doubts that JetBlue will overcome and emerge stronger from this event

Jennifer Macks
Barton Malow Company
Michigan

Jet Blue does have some damage control to take care of. But, with a leader like David as the pilot, they will do what is right, both for the airline and for the customers that have come to love what sets Jet Blue Apart…The Airlines willingness/commitment to putting the passenger first!

Jon Lakefish
Seattle, Washington

Jet Blue had an incident, but instead of allowing it to damage their reputation, Neeleman acknowledged the problem and set about correcting it immediately. Customers may be irritated when things go wrong but a companies' response makes the difference between an irate customer and a customer for life.

Anthony Wallace
Valrico, Florida

Jet Blue has done what every company should do but mostly don't: apologize. That they are going beyond that with credits/refunds is very admirable. That it is coming from the CEO is the greatest form of flattery and respect to Jet Blue's customers.

Steve Saefke
Burnsville, Minnesota

Jet Blue has once again demonstrated its commitment to its customers by taking this opportunity to create the 'Customers Bill of Rights.' While the Valentine's Day (and beyond) delays were regrettable, Jet Blue's honesty, commitment to preventing the problem from ever happening again and complete acceptance of their mistake makes them every air travelers sweetheart.

Christy Lamagna
Strategic Meetings & Events
Bernardsville, New Jersey

Jet Blue understands that for those of us who log tens of thousands of airline miles a year leather seats, DIRECTV television and friendly service go a long way towards making life away from home a little more comfortable. While no company can be expected to be perfect, a genuine apology followed by a customer bill of rights and an action-backed promise from David Neeleman is certainly a perfect response to an unfortunate series of events. All of us in the service industry can learn from Jet Blue's experience and response.

Matthew Zemon
Element Customer Care
Chapel Hill, North Carolina

Jet Blue's brand has at least been temporarily damaged. Customers will come back to Jet Blue because of their segment - low cost customers. If another major event like the February one occurs, their will be significant damage to their brand because they are not significantly less expensive than the larger commercial airlines 70% of the time. In defense of Neeleman and Jet Blue, they made the appropriate, sincere reaction to the situation which will help maintain the Jet Blue brand strength.

Joe Short
Walnut Creek, California

JetBlue demonstrated why the airline has a reservoir of good will, and will continue to replenish it through their actions. The Valentines Day weather threw them a loop and their systems could not cope with the ramifications. How nice not to hear the raft of usual excuses, and how comforting to know they're taking the situation seriously.

Jeffrey Aronson
Josias River Homestead
Vinalhaven, Maine

JetBlue has little if any reservoir of good will with me. They don't fly where I go. So my highly positive reaction to his handling of the mess is driven strictly by his immediate actions, and those actions left me with the desire to fly JetBlue whenever I get the chance.

Jim DeVaney
Seattle, Washington

JetBlue has made another milestone. Any one can be good when everything is going your way. Try to be good when it isn't going your way, or try to recover after not going your way, that is what will separate a really great company from the rest of the contenders!

Don Franklin
Hampton, Georgia

JetBlue is a victim of their own reputation, we expect more of them and when they suffered a breakdown (not uncommon by airline standards) it appears they were shell-shocked. This has not happened to them in the past and now they have to recover. Once is a mistake and their brand will suffer a bit but if it should happen again, then they become just another airline to me.

Denzel Eslinger
Salt Lake City, Utah