FOREST HILLS, NY: Following a week in which it cancelled hundreds of flights and left passengers stranded on airport runways for hours, Jet Blue today unveiled a "customer bill of rights."
The document asserts Jet Blue's customers' right to be properly notified of delays, cancellations, or other changes, and states that they be compensated in the event of a cancellation or extended delay.
A link to the bill of rights is featured on Jet Blue's homepage. The company also included a video apology from CEO David Neeleman, which was also posted on YouTube.
In the video, Neeleman called last week's events an "aberration," but acknowledged that internal communications problems were partly to blame.
"I wanted to assure you that the events that transpired last week and the way they transpired will never happen again," he said in the video. "We are going to make some major changes in our organization."