Business Week Online has just named its Top 25 Customer Service Champs. Up until February 14, Jet Blue was on the list, but was removed because of the recent incidents involving passengers being stranded on the tarmac. However, mostr of the comments chastised BW for excluding Jet Blue.
But I found the article more interesting because it opens with a contrast between Southwest Airlines and Jet Blue. It also point out the importance of creating an employee-friendly environment before you can create a culture of legendary customer service.