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JetBlue Apology Email  
User currently offlineSwiftski From Australia, joined Dec 2006, 2701 posts, RR: 2
Posted (7 years 5 months 3 days 20 hours ago) and read 2866 times:

Searched, but didn't find anything... hope I wasn't wrong [please delete if I was]

Received this mail a few minutes ago:

______________________________________

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

15 replies: All unread, jump to last
 
User currently offlineRichierich From United States of America, joined Nov 2000, 4242 posts, RR: 6
Reply 1, posted (7 years 5 months 3 days 19 hours ago) and read 2748 times:

Quoting Swiftski (Thread starter):
Searched, but didn't find anything... hope I wasn't wrong [please delete if I was]

Received this mail a few minutes ago:

Looks like the same letter they posted in several US newspapers yesterday. I saw it in the NYPost and USAToday - I am guessing it was in other papers too.

Time to end the groveling, I think....



None shall pass!!!!
User currently offlineYellowstone From United States of America, joined Aug 2006, 3071 posts, RR: 4
Reply 2, posted (7 years 5 months 3 days 16 hours ago) and read 2574 times:

I just received the same email. It also has a link to their new Customer Bill of Rights and the video message from Neeleman.


Hydrogen is an odorless, colorless gas which, given enough time, turns into people.
User currently offlineCorey07850 From United States of America, joined Feb 2004, 2525 posts, RR: 5
Reply 3, posted (7 years 5 months 3 days 16 hours ago) and read 2552 times:

Quoting Richierich (Reply 1):

Time to end the groveling, I think....

I agree, it's getting a bit excessive and just dragging the story on more. I saw a CNN poll that asked if people would still fly JetBlue and something like 80 to 20% said they would so it's not like their customer base is shot... They have supposedly made ammends to the passengers involved, time to move on


User currently offlineBR715-A1-30 From , joined Dec 1969, posts, RR:
Reply 4, posted (7 years 5 months 1 day 16 hours ago) and read 2288 times:



User currently offlineWN230 From United States of America, joined Jul 2006, 341 posts, RR: 1
Reply 5, posted (7 years 5 months 1 day 16 hours ago) and read 2262 times:

I wonder if any other airlines that are based in the United States that serve JFK have sent out an email to apologize to their pax. At least B6 is showing an effort to reassure their pax.

BR715-A1-30, where did u find that pic? Its really funny.

WN230



Judas Priest North American tour in '08 . . . cannot wait!!!
User currently offlineJetBlueGuy2006 From United States of America, joined Jan 2006, 1648 posts, RR: 1
Reply 6, posted (7 years 5 months 1 day 14 hours ago) and read 2176 times:

Quoting BR715-A1-30 (Reply 4):

That plane looks a little to big.

Thanks for sharing though, I needed a laugh today

JetBlueGuy2006



Home Airport: Capital Region International Airport (KLAN)
User currently offlineAirbrasil From Brazil, joined Nov 2003, 205 posts, RR: 1
Reply 7, posted (7 years 5 months 1 day 11 hours ago) and read 2059 times:

I agree, at least B6 is apologizing to all passengers in public, most airlines dont say much.. Very poor customer service... Greeat Job JETLBUE!

User currently offlineMir From United States of America, joined Jan 2004, 21512 posts, RR: 55
Reply 8, posted (7 years 5 months 1 day 10 hours ago) and read 2002 times:

Quoting BR715-A1-30 (Reply 4):

Is it just me, or does the outline of that plane look like a 380?

-Mir



7 billion, one nation, imagination...it's a beautiful day
User currently offlineDeltamike172 From United States of America, joined Mar 2001, 67 posts, RR: 0
Reply 9, posted (7 years 5 months 1 day 9 hours ago) and read 1947 times:

I'm really not partial to jetBlue, but I have flown them a few times, so I received the email. No other airline would ever apologize for stranding you at an airport in the middle of a snowstorm. The other airlines are just ignoring their passengers because they don't consider any delay not maintenance related as unavoidable and not their fault, and thus do nothing about it. jetBlue is trying to distance themselves from this all-encompassing attitude that greatly contributes to a shallow experience when flying these days. Other airlines would shy away from this issue because its their permanent weakness. jetBlue is making sure everyone knows that they're at least TRYING to make flying better. God knows no one else in the US is.

DM


User currently offlineFlybyguy From United States of America, joined Jun 2004, 1801 posts, RR: 1
Reply 10, posted (7 years 5 months 1 day 9 hours ago) and read 1937 times:

Quoting Deltamike172 (Reply 9):
I'm really not partial to jetBlue, but I have flown them a few times, so I received the email. No other airline would ever apologize for stranding you at an airport in the middle of a snowstorm. The other airlines are just ignoring their passengers because they don't consider any delay not maintenance related as unavoidable and not their fault, and thus do nothing about it. jetBlue is trying to distance themselves from this all-encompassing attitude that greatly contributes to a shallow experience when flying these days. Other airlines would shy away from this issue because its their permanent weakness. jetBlue is making sure everyone knows that they're at least TRYING to make flying better. God knows no one else in the US is.

DM

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"Are you a pretender... or a thoroughbred?!" - Professor Matt Miller
User currently offlineVonRichtofen From Canada, joined Nov 2000, 4627 posts, RR: 36
Reply 11, posted (7 years 5 months 1 day 5 hours ago) and read 1835 times:

Does B6 rebook pax on other airlines? Or are they like WN and don't do it at all? This letter may seem all fine and dandy, but maybe part of the problem with LCC's is their isolation from other carriers? Sure they sent out a nice letter... after completely dropping the ball. I've never been stuck for more than a few hours on a legacy, but LCC cancels a flight and you're stranded for a night or two at least in many cases. I'd take the cold professionalism at the majors any day over the friendly yet limited/inexperienced LCC. What's most important to me is getting where I need to be in a reasonable amount of time, something the legacies are much better equipped to do in a situation like that. A bubbly smile can only do so much.

Kris



Word
User currently offlineWingman From Seychelles, joined May 1999, 2211 posts, RR: 5
Reply 12, posted (7 years 5 months 22 hours ago) and read 1714 times:

I agree with Flybyguy. No matter where the fault lies with what happened no other airline to my knowledge has ever taken the time to apologize to anyone. You may see a statement that's been agreed to by an army of lawyers that's part of a class action lawsuit settlement...but to see a basic apology like this is simply another indication that JetBlue is like no other carrier in the history of US commercial aviation. They DO treat people like human beings and when they stuff it all up they apologize. Can you imagine Delta or United or American aplogizing to ANYONE of their own free will. They have NEVER done so and they never will, unless they're forced to by a judge.

User currently offlineWestIndian425 From United States of America, joined May 2004, 1024 posts, RR: 1
Reply 13, posted (7 years 5 months 22 hours ago) and read 1705 times:

I think American apologized for that long delay in the Mad-dog in Austin, but certainly not in the magnitude that JetBlue did. I can't remember if United apologized for the UALX flight that diverted, deplaned, and then took off without the passengers, and not a single explanation as to what was going on.


God did not create aircraft pilots to be on the ground
User currently offlineBR715-A1-30 From , joined Dec 1969, posts, RR:
Reply 14, posted (7 years 5 months 21 hours ago) and read 1617 times:

I think it looks like an A380 as well, but only single deck.

User currently offlinePr1268 From United States of America, joined Dec 2003, 232 posts, RR: 0
Reply 15, posted (7 years 5 months 18 hours ago) and read 1537 times:

Quoting WN230 (Reply 5):
BR715-A1-30, where did u find that pic? Its really funny.

http://www.time.com/time/cartoons/20070225/5.html

Some of the other cartoons linked on that page are equally funny (but off-topic from here). Political cartoons are the purest form of satire I can think of...



The only time an aircraft has too much fuel is when it is on fire.
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