I have to admit I didn’t even know jetBlue had been having some problems until I got an apology from them in my electronic mail. I fly them from time to time, and apparently they sent the apology to every customer.

How would you respond to a week-long fiasco of international media scrutiny and criticism following a highly publicized episode of your intolerable treatment of customers, especially if your company was founded on a pledge of superior customer service?

Recovering from a Crisis: Jet Blue Gets It Right, Jon Harmon, Force for Good, 20 Feb 2007

I suppose they could have tried censoring and suing, as some other companies and trade organizations have done. Continue reading →