Apology accepted

February 22, 2007 at 4:45 pm Leave a comment

I often bemoan the fact that no-one – and especially corporations or politicians – takes responsibility for anything anymore or admits that they made a mistake. So it warmed my heart to find “An Apology from JetBlue Airways” in my inbox yesterday apologizing for the huge mess last week that saw a third of its flights cancelled and passengers stuck on the tarmac for hours awaiting take-off.

Here are a few excerpts from JetBlue’s humble apology:

  • ” We are sorry and embarrassed. But most of all, we are deeply sorry.”
  • ” Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience that we caused.”
  • ” You deserved better—a lot better—from us last week.”

Admittedly, I was not directly affected by the situation, but the apology went a long way to restoring my opinion of the company – and is in keeping with what I have come to expect from the JetBlue brand. From a PR point of view, the company has done what exactly what it needed to do – issue an unequivocal mea culpa, apologize wholeheartedly and point to steps that are being taken to make sure it never happens again.

I’ve always liked JetBlue and will no doubt fly it again (although its TrueBlue frequent flyer program is a bit stingy). What about you? If you were involved in the fiasco, are you satisfied with JetBlue’s response?

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Entry filed under: Marketing.

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