Watching NY1 last night, the New York-centric news channel, I was astounded by how supportive men and women on the street were for the beleaguered airline; being a customer relationship-focused company does get you out of a bad situation, even if those subjected to waits became exasperated.
Still, you have to appreciate a company acknowledging the ramifications of an incident, as JetBlue demonstrated, by putting a link to its customers' bill of rights on its homepage. It's also nice to see a company use YouTube in a way that did not include something "viral."
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