Each week I fly on JetBlue flights and talk to customers so I can find out how we can improve our airline. This is my flight log...Great premise. If only he followed up on it. In October and November, there were only 4 posts each month; December saw 3; January, only one. And it hasn't been updated since February 1. So let me get this straight. The CEO of an airline flies every week (as one would expect him to do), but his blog is only updated a few times a month?
Dear JetBlue Customers,
We are sorry and embarrassed. But most of all, we are deeply sorry.
Last week was the worst operational week in JetBlue's seven year history. Following the severe winter ice storm in the Northeast, we subjected our customers to unacceptable delays, flight cancellations, lost baggage, and other major inconveniences. The storm disrupted the movement of aircraft, and, more importantly, disrupted the movement of JetBlue's pilot and inflight crewmembers who were depending on those planes to get them to the airports where they were scheduled to serve you. With the busy President's Day weekend upon us, rebooking opportunities were scarce and hold times at 1-800-JETBLUE were unacceptably long or not even available, further hindering our recovery efforts.
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 crewmembers 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.
Sincerely,
David Neeleman
Founder and CEO
JetBlue Airways
Labels: blogs, CEO, Friday Fun, Video
Posted by Scott Monty at 12:42 AM
At Ford, Scott heads up the social media function and holds the title Global Digital & Multimedia Communications Manager. He is a strategic advisor on all social media activities across the company, from blogger relations to marketing support, customer service to internal communications and more, as social media is being integrated into many facets of Ford business.

Prior to joining Ford, Scott served as Consigliere for crayon and spent a number of years with PJA Advertising + Marketing, a boutique BtoB agency specializing in health sciences & high tech.
In addition to his professional responsibilities, Scott is an active blogger and podcaster. He writes about the intersection of advertising, marketing and PR at The Social Media Marketing Blog and also writes The Baker Street Blog and cohosts I Hear of Sherlock Everywhere, two literary undertakings. Scott has been featured in hundreds of news and business publications in print and on the web, in nearly dozens of books, and on a variety of mainstream media, including NBC, NPR, CNN and The Wall Street Journal. Scott is a recognized thought leader in the social media industry and frequently speaks at industry events.
Scott received his Master's in Medical Science from Boston University's School of Medicine concurrently with his MBA from BU's Graduate School of Management. He lives in the greater Detroit area with his wife and two young sons, golfs all too infrequently, and has a hidden talent for voice over work.
Oh, and one last little-known fact: Scott coined the Oxford Dictionary of English-accepted term "tweetup."
You may download a headshot here, courtesy of Rosh Sillars; a PDF version of Scott's bio is here .
Scott speaks on social media at events, seminars and conferences around the world. His topic generally focuses on corporate use of social media, becoming an online spokesperson, and specifically on the progress that Ford has made in the recent past. If you're interested in booking Scott to speak at your event, please click here to submit a speaking request for Ford-related purposes or email me at speaking [AT] this site's URL (if you know what I mean) to send a general email request.. Scott's bio and headshot can be found in the "About Scott" tab above.
Blip.tv
del.icio.us
Dopplr
Facebook
Flickr
FriendFeed
Google Reader
hulu
Library Thing
Lijit
LinkedIn
MyBlogLog
Reddit
Shelfari
SlideShare
StumbleUpon
Technorati
The Baker Street Blog
The Social Media Marketing Blog
Twine
twitter
upcoming
Utterz
Trailfire
MOO
CrazyEgg
ShareThis
StumbleUpon
Twitter
Jott
The Webware 100 for 2008
Podcasts
For Immediate Release
HBR IdeaCast
Knowledge@Wharton
Manager Tools
Managing the Gray
Marketing Edge
Marketing Over Coffee
Six Pixels of Separation
TrafCom News Podcast
Online Marketing with RSS Ray