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JetBlue Picks Up the Pieces

JetBlue Picks Up the Pieces Photo

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Posted on February 27, 2007 in Travel News

Last week, following the already infamous Valentine’s Day flight fiasco, TrueBlue account holders received a fervent apology apology from JetBlue CEO David Neeleman, and the company’s newly formed Customer Bill of Rights was unveiled.

February 14th saw several days of JetBlue flight cancellations and stranded passengers—at the airline’s base of operations, New York City’s JFK, no less. The cause? A moderate snow storm the company should have been better prepared for after six years of New York operation.

The almost weeklong incident came as particularly harsh blow to the company, sending waves of disappointment coursing through JetBlue’s loyal customer base and even wounding its stock price. Enter the Customer Bill of Rights. The document covers four possible scenarios—Cancellations, Departure Delays, Overbookings, and Ground Delays—and, in TrueBlue style, offers generous solutions to each. For instance, under Ground Delays, the company promises a $25 voucher to any passenger kept on the plane for a mere 30 to 60 minutes after arrival. Canceled flight? It’s on them. Now we can have our Terra Blues and eat them too.

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