But after watching the YouTube “explanation” over at Church of The Customer, it sounds as if Jet Blue’s CEO, David Neeleman, is serious about learning from their mistakes and changing the way they’ll respond to future weather events like the one on Valentine’s Day.
Jackie Huba, the blogger who posted the entry pointed out that Mr. Neeleman never apologized. She also pointed out his obvious nervousness. I don’t know about you, but I would be more confident in JetBlue’s new customer ‘tude if he had given a more professional and polished presentation. Instead, pardon the pun, it comes off looking like he “did it on the fly” (hey, I warned you:-) Isn’t that lack of planning a contributing factor to what got them in this position in the first place?
But, if Neeleman can follow through, by focusing more on the customer and less on the bottom line, then JetBlue may rise from the ashes as did the legendary Phoenix. That increased focus on customer service will translate into profits. At the least it will certainly avoid the risk of having another disastrous PR crisis.
If a crisis like this happened to me, and I opted to do the same as Mr. Neeleman, I’d do two things differently. First, I’d apologize at both the beginning and end of the video (no matter what my lawyers told me). Second, I’d practice it more so I came off looking like I was darn determined this would never happen to my airline again.
Here’s more information from Yahoo! about their “customer’s bill of rights.”
In other news, USAToday reports about an even more egregious incident. United Express abandoned two plane loads of passengers in Cheyenne Wyoming back in December. You’ve got to read it to believe it.