Remember the famous Jet Blue apology after the February 14, 2007, debacle during which Jet Blue customers were stranded on airplanes for over 10 hours plus without adequate food, water, and bathroom facilities? CEO David Neeleman wrote:
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. Many of you were either stranded, delayed or had flights cancelled following the severe winter ice storm in the Northeast. 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 unusually 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 you, your family, friends and colleagues experienced. 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. 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. We invite you to learn more at jetblue.com/promise.
You deserved better - a lot better - from us last week and we let you down. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to once again welcome you onboard and provide you the positive JetBlue Experience you have come to expect from us.
CEO and Founder
A very admirable and well-written apology, which garnered the company a lot of accolades and returning customers.
Too bad some of their employees blew it by relegating a passenger to the lavatory during a February 23, 2008, Jet Blue flight from San Diego to New York.
Gokhan Mutlu, a "buddy pass" passenger (one who has been given a ticket by an airline employee), claims he was forced to sit in the lavatory for 90 minutes during the flight and filed, on May 9, a lawsuit in the Manhattan State Supreme Court.
As a former non-rev passenger (Delta), I know firsthand that non-revs are treated differently--often rudely--than full-fare customers (I was once scolded for wearing a lovely embroidered denim jacket in first class); however, residing in the toilet is right down there with flying in the baggage compartment.
Of course, there is another side to this story, which will probably come out during the court proceedings.