swiftski
Posts: 1837
Joined: Tue Dec 19, 2006 6:19 am

JetBlue Apology Email

Fri Feb 23, 2007 3:54 am

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
 
richierich
Posts: 3289
Joined: Sat Nov 04, 2000 5:49 am

RE: JetBlue Apology Email

Fri Feb 23, 2007 4:39 am

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!!!!
 
Yellowstone
Posts: 2821
Joined: Wed Aug 16, 2006 3:32 am

RE: JetBlue Apology Email

Fri Feb 23, 2007 8:12 am

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.
 
corey07850
Posts: 2335
Joined: Wed Feb 04, 2004 4:33 am

RE: JetBlue Apology Email

Fri Feb 23, 2007 8:20 am

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
 
BR715-A1-30
Posts: 6525
Joined: Thu May 30, 2002 9:30 am

RE: JetBlue Apology Email

Sun Feb 25, 2007 8:07 am

Puhdiddle
 
WN230
Posts: 314
Joined: Sat Jul 29, 2006 2:41 pm

RE: JetBlue Apology Email

Sun Feb 25, 2007 8:18 am

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!!!
 
JetBlueGuy2006
Posts: 1482
Joined: Wed Jan 11, 2006 5:38 am

RE: JetBlue Apology Email

Sun Feb 25, 2007 9:43 am

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)
 
airbrasil
Posts: 202
Joined: Tue Nov 11, 2003 9:12 am

RE: JetBlue Apology Email

Sun Feb 25, 2007 12:51 pm

I agree, at least B6 is apologizing to all passengers in public, most airlines dont say much.. Very poor customer service... Greeat Job JETLBUE!
 
Mir
Posts: 19093
Joined: Mon Jan 05, 2004 3:55 am

RE: JetBlue Apology Email

Sun Feb 25, 2007 2:05 pm

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
 
deltamike172
Posts: 62
Joined: Sun Mar 04, 2001 2:52 pm

RE: JetBlue Apology Email

Sun Feb 25, 2007 2:59 pm

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
 
flybyguy
Posts: 1415
Joined: Sun Jun 27, 2004 12:52 pm

RE: JetBlue Apology Email

Sun Feb 25, 2007 3:10 pm

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
 
VonRichtofen
Posts: 4260
Joined: Sun Nov 05, 2000 3:10 am

RE: JetBlue Apology Email

Sun Feb 25, 2007 7:26 pm

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
 
wingman
Posts: 2795
Joined: Thu May 27, 1999 4:25 am

RE: JetBlue Apology Email

Mon Feb 26, 2007 1:35 am

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.
 
westindian425
Posts: 729
Joined: Sat May 15, 2004 7:46 am

RE: JetBlue Apology Email

Mon Feb 26, 2007 1:42 am

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
 
BR715-A1-30
Posts: 6525
Joined: Thu May 30, 2002 9:30 am

RE: JetBlue Apology Email

Mon Feb 26, 2007 2:58 am

I think it looks like an A380 as well, but only single deck.
Puhdiddle
 
pr1268
Posts: 223
Joined: Wed Dec 03, 2003 12:22 pm

RE: JetBlue Apology Email

Mon Feb 26, 2007 6:19 am

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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