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Jet Blue’s YouTube crisis comms

Jet Blue‘s crisis comms looks pretty good from where I’m sitting.

That said, I’m not sitting on a Jet Blue jet on a runway for nine hours like some passengers of the US internal airline were last week.

What piqued my interest in the way that this company dealt with its crisis is the fact that – like almost every US Preseidential candidate so far the company has gone direct to their audience via YouTube with their message (thanks to PR Blogger).

 

The message plays quite well – it sounds real. Whether it is or not will be up to Jet Blue customers, but from the air-commuting gossip of my colleagues in the US when I was there recently, Jet Blue has a fair bit of customer good will.

Looks like Jet Blue’s not doing badly in its mainstream media effort to apologise and explain what they’ll be doing differently in future (a Customer Bill of Rights, no less). First line on Google News is “Jet Blue Is Sorry… Jet Blue says its flights are back to normal, and the airline is hoping a newly-created Customer Bill of Rights will help avoid problems like ones seen …

* * Update: M’learned colleague Chris Chevalier at iCrossing concurs… * *

Antony Mayfield

3 responses to “Jet Blue’s YouTube crisis comms”

  1. Jackie Danicki Avatar
    Jackie Danicki

    I wasn’t on any of those flights, but as a JetBlue frequent flier, I got an apology email as well. The tone was pretty conversational, although phrases like “you, our valued customers” really need to be crossed out with a red pen forever.

  2. Marie Bowman Avatar
    Marie Bowman

    What I want to know is did you feed them or give the customers any drinks (water, soft drinks, etc.)? I know when I was stuck on the tramac (another airline), we were there for over 3 hours with nothing served. When we asked we were told “sorry, can’t it’s against company policy!” We all know that the airlines has no control over the weather, but you do have control over how you treat your customers.

  3. Richard Ridgeway Avatar
    Richard Ridgeway

    I wrote a lengthy letter to Jet Blue Airway over a month ago about a very disappointing experience I had.I wrote to:
    Customer Committment,P.O. Box17435,Salt Lake City,Utah….84117-7435
    The letter concerned a cancelled flight 1/2 hour before departure.The reason was no crew available.I would send a copy of the letter.This is not possible with this e-mail.I would appreciate a response.

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