In response, the airline took out a full page ad humbly apologizing to its passengers in several East Coast publications. They also posted a video apology from the CEO online, and announced that they have implemented a passenger bill of rights (also readable at that link).
I`ve heard cynical reactions along the lines of "just more corporate damage control" and "a way to preempt the possible passenger bill of rights that`s circulating around Congress."
What do you think? Is this just corporate damage control, or is it an example of how businesses should act?
Having flown JetBlue before and been absolutely blown away by their customer service, I am inclined to take them at their word on this one. In my opinion, they did two things right here:
- They recognized that their business model is based on differentiating themselves from the other major airlines and a hat-in-hand apology is certainly in line with that.
- They did not promise that it would never happen again. Instead, they explained what specific steps they are taking to deal with the situation if it ever does happen again.
I really would like to see more of this kind of behavior among businesses large and small—I think it would restore a lot of the faith in "corporate America" that has been lost over the years, even if it is to a large degree just trying to get out of a scrape.
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