JetBlue has had some problems since they forced a cramped plane-load of people to sit on the runway for more than 10 hours in a snowstorm last week. There have been cries of “irresponsible,” “incompetent,” and “outrageous.” Any reasonable person would agree.
Fortunately, JetBlue’s CEO David Neeleman seems like a very reasonable guy.
First, he took responsibility. As Shel Holtz observed, there isn’t an ounce of corporate double-speak in what Neeleman has to say. It’s rather refreshing.
David Neeleman, CEO JetBlue: “Look, we’re humiliated, we’re sorry. This isn’t like us.”
Second, Jet Blue is making amends. I was pleasantly surprised to see a YouTube video linked from JetBlue’s site featuring Neeleman acknowledging the airline’s mistakes and outlining their plan to make sure it doesn’t happen again. A JetBlue “customer Bill of Rights” will reward passengers who suffer in the future. He seems contrite, and the whole thing doesn’t come off as a sleazy “cover-your-behind” PR stunt. It seems legit.
People are naturally forgiving, even to large companies. A sincere apology goes a very long way, but not without concrete action to back it up. JetBlue is doing things the right way, and once they prove themselves, this situation will have served as a painful yet valuable growing experience.
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