ADWEEK - How to Save a Brand....(My own note-Insert eyeroll here)

What's with all the kudos? Thier whole "sincerely JetBlue PR strategy"? How about the JetBlue employees that are monitoring the YouTube comments that launch aggressive attacks at anti-JetBlue sentiment, some commenters are dumb enough to be transparent. If you check my own you tube video where you see passengers who are lulled into such a state of passivity that we're not even MAD. In the video we are getting off the plane with smiles on thier faces just happy to be off. It's a pretty ineffective video if you want to showcase angry . p.o.'d passengers. Anyway, a JETBLUE employee called the maker of the video (me) a (and I QUOTE) "fucking idiot."

This antagonistic approach at being on the defensive in online communities does not deserve one. single. kudo. The end.

ADDITIONALLY - For ALL the people who give me such a hard time using the word "HOSTAGE," which from here on out will no longer have quotes around it - JETBLUE CALLS THIS EVENT "THE VALENTINES DAY MASSACRE." (I call it "A Valentine's Day Hostage Crisis - Plagarise much, JetBlue?) MASSACRE is a much STRONGER word than HOSTAGE. So all those who have a problem with the word hostage, go fly a kite.

Love,
Gen

How To Save A Brand Built On Being Folksy
February 26, 2007
By AARON BAAR AND ANDREW MCMAINS

Some crisis communication experts have hailed JetBlue's response to "the Valentine's Day Massacre" (as the airline itself calls it) as a textbook example of how to resuscitate a damaged brand—particularly one built on customer service—that made headlines for effectively holding its passengers hostage for up to 10 hours during a snowstorm. The apologies direct from the CEO, the clearly articulated promises for change, the savvy use of the Internet, all informed by the company's signature sense of humor, have been described as a model of what to do in the first days of a crisis. But can the airline recover from its mistakes?

As experts pore over the events of the past two weeks, JetBlue is focusing on what to do now—and how its ad firm could help.

The company has confirmed to Adweek that it might have some of the affected customers tell their stories in the next round of its "Sincerely, JetBlue" campaign. Created by WPP Group's JWT, the roughly year-old animated effort features the voices of real passengers talking about positive experiences with the airline. (It has been on hiatus in favor of ads touting JetBlue's seven-year anniversary.)

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