JetBlue does a mea culpa on YouTube
JetBlue Airways introduced a customer bill of rights on Tuesday that promises vouchers to fliers who experience delays, hoping the move wins back passengers after an operational meltdown damaged its brand and stock price.
CEO David Neeleman outlined details of JetBlue's post-ice storm recovery plan in an afternoon conference calls with reporters yesterday. But earlier in the day, Neeleman apologized to customers in a video the company posted on YouTube.
Crisis management consultant Jonathan Bernstein says JetBlue scored points with customers when it apologized on YouTube.
Check out the video at wavLength.
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