JetBlue Unveils ‘Customer Bill of Rights’
Travel Blog • Michael Yessis • 02.21.07 | 8:23 AM ET
Days after saying he was humiliated and mortified by JetBlue’s disastrous series of flight cancellations and stranded passengers, CEO David Neeleman has announced a Customer Bill of Rights. In a video posted on YouTube, Neeleman promises that, under his watch, such a meltdown will never be repeated.
In the future, when passengers are delayed for more than five hours in a plane, “JetBlue will take necessary action so that customers may deplane.” Passengers will also be compensated financially up to $1,000 for a variety of delays and boarding problems. It remains to be seen how much JetBlue’s problems will affect Congress’s nascent efforts to introduce a passenger bill of rights.
Related on World Hum:
* Let Us Now Behold the Stranded Passenger
* JetBlue ‘Hostage Crisis’: The Blog
* JetBlue Apologizes for Stranding Passengers on Planes at JFK
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Michael Yessis is the cofounder and coeditor-in-chief of World Hum.
AndreaN 02.21.07 | 2:01 PM ET
As somebody who works with senior executives on “crisis management,” JetBlue seems to really understand the importance of using “new media” to get their message out. I have really been impressed by the way they have handled this situation from a PR standpoint.
I had a great experience with JetBlue just this week and I wrote a blog entry about it. If you get a chance check it out!
http://thenierenblog.typepad.com