Check out this email I just got from JetBlue

This is supposed to make me feel better...I don't hear them offering free round trip flights or anything great. :

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

Re: Check out this email I just got from JetBlue

I got that too.

Nice PR move on their part.

Re: Check out this email I just got from JetBlue

Re: Check out this email I just got from JetBlue

Re: Check out this email I just got from JetBlue

I got the same one. I would still fly Jet Blue. They haven't lost me.

Sh!t does happen and in this heavily regulated industry it was bound to wreak havoc.

I still wouldn't own an airline stock though.

Re: Check out this email I just got from JetBlue

This is why I tell myself to get travel insurance.....life sucks! And it can ruin your vacation!

Re: Check out this email I just got from JetBlue

Posted by leighla

Posted by Emily

Posted by leighla

I got that too.

Nice PR move on their part.

That's true, but I still don't feel better. They cancelled our flight and we were on hold for 3.5 hours and had to beg for a refund.

Coming from someone who works in the travel industry...

Sh!t happens that's not always within our control. We have the best possible contingency plans in place, but sometimes even they are not enough.

They got stuck because of the weather and then because of federal regulations on flight times.

They did the best they could in the situation and now that things have calmed, they are trying to make things right.

You shouldn't have had to beg for a refund, but I'm not sure what else you expected them to do about the flight delays.

Not trying to be rude, just trying to put the other side out there.

Re: Check out this email I just got from JetBlue

emily, would you ever fly jetblue again?

i ask bc im nosy

Re: Check out this email I just got from JetBlue

Posted by Jessica

emily, would you ever fly jetblue again?

i ask bc im nosy

Re: Check out this email I just got from JetBlue

Posted by Emily

I had to use them to come home from Florida because they would not give us a refund for both ways.

Will I use them again in the future? If I am flying over two hours and need a tv for entertainment, then yes.

Re: Check out this email I just got from JetBlue

I had a post yesterday with a weblink, I have to add more pics there.

Re: Check out this email I just got from JetBlue

I've never used Jet Blue but always heard good things until this past week.

The CEO was on Letterman last night to apologize.

Re: Check out this email I just got from JetBlue

Lets see how they hold up their end of the bargain. They didn't make any specific promises in the letter.

Also sorry for the hassles you had to ex-perience.

Message edited 2/21/2007 7:51:45 PM.

Re: Check out this email I just got from JetBlue

hey I just got the same email and I wasn't even involved in last weeks debacle...

Funny, it came 8 minutes after an email from Delta tooting their own horn what a COINCIDENCE!

Re: Check out this email I just got from JetBlue

They took out a big ad in newsday that said the same thing

Re: Check out this email I just got from JetBlue

I saw that in today's morning paper! Good PR!!!

Re: Check out this email I just got from JetBlue

I got it too. I think they are trying to right a wrong and I think they are doing a good job trying.

S*it happens. Unfortunately things went overboard.

I still like JetBlue.

Re: Check out this email I just got from JetBlue

Dh got the same email....we still love Jet Blue.

Re: Check out this email I just got from JetBlue

The Post also had a full page of the email. Very Good PR.

I still love jetblue no matter what.

Re: Check out this email I just got from JetBlue

I will def. still fly them..they are a great airline..these things happen and I can only imagine what kind of chaos was going on at the airport that day with that ice storm..one of those what the hell do u do first situations on their part...it just got out of hand ..it happens

Re: Check out this email I just got from JetBlue

We got the same email. We were stuck in FL an extra day b/c our flight was cancelled (jetBlue). It was extremely difficult to get in touch w/ them b/c of the obvious high volume of calls that day, but once we got through they were more than nice as always & there was really nothing more that could be done under the circumstances.
I'll still fly with them, I like the tvs & blue potato chips.

Message edited 2/21/2007 9:12:08 PM.

Re: Check out this email I just got from JetBlue

They also published this letter in Newsday today.