Subject: An Apology from David Neeleman
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. As a customer scheduled to be on one of our flights during this period, we know we let you down. Following the severe winter ice storm in the Northeast, we subjected you 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 you experienced. 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 to you last week.
We have begun implementing immediate corrective steps to regain your confidence in us as part of a comprehensive plan 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 once again welcome you onboard and provide you the positive JetBlue Experience you have come to expect from us.
David NeelemanFounder and CEOJetBlue Airways
P.S. We pledge to keep you informed with more details about the implementation of our improved recovery plans in the coming weeks. There is no need to reply to this email about compensation inquiries. We will be contacting you directly by March 15.
Posted on Jetblue.com on Feb. 20
Back home, ready to blog...
David apologizes and outlines the next 30 days.
JetBlue's Customer Bill Of Rights
I've been at work all day and I have so much reading up to do.
So my initial comment is great.
But what does that mean for me and for people like me.
Right now, I have so many posts to put up.
So many things to read.
I have to read thier bill of rights.
I have to read the latest on the new compensation that I keep hearing about...
Til then, be patient with me. I'm a working girl with an active social calendar. (Don't be naughty.)
Right now, I have to put the posts up of incoming mail. They deserve to get thier voice out.
Then the reading.
Then the responding.
Email Sent Feb 16th
Date: Fri, 16 Feb 2007 17:46:00 -0500 (EST)
Subject: An Apology from JetBlue Airways
Dear Charles and Genevieve,
On behalf of JetBlue Airways, I would like to personally extend my sincerest apologies for the frustration you experienced and for the significant disruption to your travel plans on February 14, 2007, flight #351. We were not able to get ahead of the severe winter storm that impacted the northeastern United States, which slowed flight operations and caused excessive congestion at John F. Kennedy Airport (JFK).
We wish we could make up for the frustrations you experienced during this time. A full refund has been issued to your credit card in the amount of your fare. In addition, we would like to extend a roundtrip JetBlue electronic voucher equivalent to the amount which was paid when booking your reservation. When you are ready to use your voucher, please call 1-800-JETBLUE (538-2583) with your confirmation number ------- for this flight. This voucher is issued as an apology for your inconvenience, is valid for one year and can be applied toward airfare on JetBlue Airways reservations or JetBlue Getaways vacation packages. JetBlue vouchers are not redeemable online and are non-transferable.
Complimentary Travel Voucher
We look forward to another opportunity to welcome you onboard and to providing you with a renewed and positive JetBlue experience.
Chief Executive Officer