Here at the Consumerist we love a mea culpa, and that’s what the CEO of JetBlue, David G. Neeleman, is giving us. From the New York Times:
The founder and chief executive of JetBlue Airways, his voice cracking at times, called himself “humiliated and mortified” by a huge breakdown in the airline’s operations that has dragged on for nearly a week, and promised that in the future JetBlue would pay penalties to customers if they were stranded on a plane for too long.
“We had so many people in the company who wanted to help who weren’t trained to help,” he said. “We had an emergency control center full of people who didn’t know what to do. I had flight attendants sitting in hotel rooms for three days who couldn’t get a hold of us. I had pilots e-mailing me saying, ‘I’m available, what do I do?’ “
The part of the company that locates pilots and flight attendants and directs them to their next flight assignment is far too small for an airline JetBlue’s size, Mr. Neeleman said.”This is going to be a different company because of this,” Mr. Neeleman said. “It’s going to be expensive. But what’s more important is to win back people’s confidence.”
We don’t get very many complaints about JetBlue here at the Consumerist. What do you guys think? Salvageable? —MEGHANN MARCO