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Jet Blue’s Apology to Flyers

Jet Blue delivered an apology letter to flyers who were stranded, delayed, or had flights canceled following an ice storm in the Northeast.

For over a week beginning on valentine’s day, JetBlue flyers were inconvenienced and their issues went unaddressed. The apology reiterates the understanding of the major inconveniences and the will to not let this happen again.

Read The Full Apology

Dear JetBlue Customers,

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. This is especially saddening because JetBlue was founded on the promise of bringing humanity back to air travel and making the experience of flying happier and easier for everyone who chooses to fly with us. We know we failed to deliver on this promise last week. We are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us. We have begun putting a comprehensive plan in place to provide better and more timely information to you, more tools and resources for our crew members and improved procedures for handling operational difficulties in the future. We are confident, as a result of these actions, that JetBlue will emerge as a more reliable and even more customer responsive airline than ever before. Most importantly, we have published the JetBlue Airways Customer Bill of Rights—our official commitment to you of how we will handle operational interruptions going forward—including details of compensation. I have a video message to share with you about this industry leading action. You deserved better—a lot better — from us last week. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to welcome you onboard again soon and provide you the positive JetBlue experience you have come to expect from us.

David Neeleman Founder and CEO

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