If you don't happen to live in one of the markets where JetBlue's apology letter ran as a full-page advertisement, and aren't on the airline's mailing list as a customer or member of its frequent traveler program, then you'd have missed the following thoughts that just landed in my inbox, and which I've attached in a PDF here:
Dear JetBlue Customers,
We are sorry and embarrassed. But most of all, we are deeply sorry.
Last week was the worst operational week in JetBlue's seven year history. Following the severe winter ice storm in the Northeast, we subjected our customers to unacceptable delays, flight cancellations, lost baggage, and other major inconveniences. The storm disrupted the movement of aircraft, and, more importantly, disrupted the movement of JetBlue's pilot and inflight crewmembers who were depending on those planes to get them to the airports where they were scheduled to serve you. With the busy President's Day weekend upon us, rebooking opportunities were scarce and hold times at 1-800-JETBLUE were unacceptably long or not even available, further hindering our recovery efforts.
Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience that we caused. This is especially saddening because JetBlue was founded on the promise of bringing humanity back to air travel and making the experience of flying happier and easier for everyone who chooses to fly with us. We know we failed to deliver on this promise last week.
We are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us. We have begun putting a comprehensive plan in place to provide better and more timely information to you, more tools and resources for our crewmembers and improved procedures for handling operational difficulties in the future. We are confident, as a result of these actions, that JetBlue will emerge as a more reliable and even more customer responsive airline than ever before.
Most importantly, we have published the JetBlue Airways Customer Bill of Rights—our official commitment to you of how we will handle operational interruptions going forward—including details of compensation. I have a video message to share with you about this industry leading action.
You deserved better—a lot better—from us last week. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to welcome you onboard again soon and provide you the positive JetBlue Experience you have come to expect from us.
Sincerely,
David Neeleman
Founder and CEO
JetBlue Airways
I'm actually really pleased that JetBlue chose to use the words "we subjected our customers to unacceptable delays" here, rather than try and place blame elsewhere. Additionally, I think the fact that JetBlue chose to set up its Customer Bill of Rights before any legislation was put down on the airlines (and I'll be surprised if it doesn't), and utilize YouTube for a video address from JetBlue CEO David Neeleman was very smart. No, not that they published it on YouTube and simply walked away, but that they were smart enough to publish the YouTube video on their own site to make it available to the public.
Irrelevant of what people are saying about how this airline or that airline don't ever have problems, I think what JetBlue has done here, like it's done with its legroom and other in-flight amenities (that includes attitude and service, by the way), has set itself apart from the pack. As a lot of you already know, JetBlue has had a lot of positive commentary by "fans" of the airline who pretty much swear by it. I, for one, am not convenient enough to JFK to take it as regularly as I'd like, but do so whenever it's worthwhile for me for time and destination convenience. It's one of the easier airlines to deal with, from booking to boarding, and I think it will continue to be as such. What'll be so important here is whether or not we all "forget" about this, including the company, and they end up resting back on its laurels, or if the company's staff truly takes care of business as the CEO has proclaimed. As Ben Popken mentioned yesterday on Consumerist, we'd fly JetBlue again, too.