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JetBlue vs . . . Dave Letterman

John Deiner

You may have read the full-page newspaper ads begging for your forgiveness from JetBlue, and you've probably read a story or two about the airline's travails in the past week. If you belong to its frequent-flier club, you most likely received an e-mailed mea culpa in the past few days as well (mine was sort of weird, though: All the sentences were underlined, and it was hard to read).

But I have to thank my friend Joe from over the cubicle wall for sending me these clips of JetBlue CEO David Neeleman on "Late Show With David Letterman." At first, I thought it was going to be a jokey two-minute set with the exec, especially after Letterman presents him with a bowl of peanuts and pours him a soda into a cheap plastic cup. But Letterman asks great, probing questions, though the answers he receives in return aren't exactly illuminating. Still, you have to hand it to Neeleman: It was a good public-relations move.

To see Part 1 from YouTube.com, click here.

Part 2 is at here.

By John Deiner |  February 23, 2007; 9:34 AM ET  | Category:  John Deiner
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I'll bet you'll never see Gerry Grinstein or any of the boys from Delta doing something like that. They follow the path of bad customer relations at all times. To Delta and the dinosaurs, customers are just a problem and with people like Neeleman out there, the dinos just might get their wish and the customers will go away.

Posted by: Former Delta customer | February 23, 2007 3:03 PM

That was a good PR move, I guess, though the fact that Dave had to drag out of him the fact that they messed up to a degree no other carriers did was painful. If you're going to fall on your sword, just do it, don't hem and haw about it.

Also, I'm getting sort of sick of Howard's line about this being one rare aberration. I loved JetBlue when they first started flying, but my last three flights with them (on the Phoenix to NYC and NYC to Orange County routes) have all been severely delayed, no information given to customers, on one they told a couple that they might not allowed to board after the wife complained. Nothing outrageous or excessive on her part, in my opinion, just venting. Given my recent experiences with JetBlue, when they seemed to suffer delays routinely and no longer care about informing passengers, I'm not that surprised that the events of Feb. 14 and the days following happened to them and not another carrier.

I hope they (JetBlue) looks at all this not in terms of what did we do wrong on February 14, and instead what do we do wrong all the time so that something like February 14 happened.

Posted by: John | February 24, 2007 11:28 AM

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