Because when a company gets something right, you want to make sure they get credit for it. We were all really impressed by JetBlue this morning. The way that they’ve handled what could have been a customer service disaster — really what was a customer service disaster — is worth calling out, especially because it’s so unusual in corporate America.
Prominent on their site today is CEO David Neeleman not only listing out a series of revisions to their current terms in a “JetBlue Airways Customer’s Bill of Rights,” but also posting a video on YouTube personally apologizing and taking responsibility for what happened.
Here’s the best part:
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.
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