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JetBlue CEO David Neeleman Uses YouTube to Promise Brighter Skies Ahead

JetBlue Airways founder and CEO David Neeleman has taken to YouTube to issue this apology and promise to JetBlue customers and crew for well-publicized dreadful experiences they had to endure during last week's ice storm.

"I ask for your business and your trust and we will show you that we will be even a better company because of the the things that our customers and our crew members have had to endure over the past week. "

While there's no denying that passengers suffered greatly and needlessly, the good news is that Neeleman seems genuinely concerned and willing to do more than kiss ass. Now he needs to take it beyond talk. Way beyond.

Here's the new Jet Blue Customer Bill of Rights. It's a start. But it doesn't go far enough.

If they're really serious about keeping their customers and getting new ones, they'd give every customer who was involved several free round-trip tickets to the destinations of their choice, whether they were on the tarmac or in the airport for three hours or thirty.

It would cost JetBlue a lot less to prove their promises have teeth by actually providing great service than by trying to advertise or promote their way back into our hearts.

And JetBlue should immediately give customers a blog where they can discuss and get response to their experiences, good and bad.

The video's a brilliant use of social media because it is raw and direct. I bet some JetBlue passengers will give them another go because of it.

I'm going to bet that they'll get their act together. But I'm not exactly ready to go buy some Jet Blue stock.

Categories: Alternative Marketing, Best Practices, Needs a Blog, Social Media, Social Media Marketing, Viral Marketing

BL Ochman | Feb 21 07 2:49 | TrackBack (0)

Comments

JetBlue is one of the top two best airlines in the country. In less than six months, any bad marks against them will be forgotten. I was on their site two days ago looking for deals even though a friend had her Disney vacation ruined.

I salute Neeleman for the video, the bill of rights and the e-mail they sent me last night - one of the few times a company ever said "sorry" to me -
"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."

You're kidding about giving away tons of flights and their hosting a complaint blog, right? I'd rather have them put their time into old-fashioned problem solving through customer service.

Posted by: Adam Zand at February 22, 2007 9:31 AM

I've been flying Jetblue since they started as an airline. I have seen a consistent, steady decline in customer service from check-in to flight attendants to flight delays for questionable circumstances to luggage mishandling (including things stolen from my checked bags). It's the classic example of a company that is expanding at the cost of customer service. Mr. Neeleman should be ashamed of himself for the way he has developed his company. Talk is easy but when action costs money its the customer that suffers. I begrudgingly fly Jetblue when I need to but I will NEVER buy stock in a company that I see going in the wrong direction.

Posted by: John at February 26, 2008 12:46 AM

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About BL Ochman

Blogger, social media strategy consultant to Fortune 500 companies, and sought-after corporate speaker B.L. Ochman heads the creative team of whatsnextonline.com. She also publishes the Ethics Crisis blog for SRF Global Translations

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