Jet Blue's YouTube Apology

Welcome to damage control 2.0.

After a disastrous few days that saw dozens of cancelled flights and hundreds of stranded passengers, Jet Blue have made been making a real effort to offer a sincere apologize to their customers and explain what they're doing to make sure it doesn't happen again.

What's interesting is how they've done it.

No press releases or canned sound bytes from the media relations people. Instead, they've posted this video on YouTube (also embedded on their site):



If the user comments at YouTube are any indication, the response from customers has so far very positive:

"I couldn't live without JetBlue! I appreciate your personal message and attention to every new problem. We ALL learn from our mistakes."

"This is the way a CEO should act in such situations! Good Luck jetBlue!"

"I will still fly jetBlue, even though the airline kindda screw up the past few days. Thank you jetBlue for recognizing a problem and doing something about it!"

Beyond the video apology they've instituted a new Passenger Bill of Rights that's retroactive to cover the period of disruption. Here are the details (from the Consumerist):

• Delays 1-2 hours: $25 off a future flight
• Delays 2-4 hours: $50 off a future flight
• Delays 6+ hours: Free round-trip ticket


TAGS: jetblue, airlines, pr, damage control, passengerbillofrights