To follow up my post earlier today, it appears JetBlue is taking a better, more personal track in their response. Late today they posted a video statement by the COO on their blog site that definitely hits a much better tone and hits some of the points I wrote that I thought a better response should contain (including that it be a video response). It acknowledges shortcomings, speaks with empathy and understanding, has an apologetic tone, promises improvements, and most of all, is direct and personal putting a real person with a real name and title up for all to see.
I can’t take any credit for it. I did post a link to my post on their site under their original posting, but have no idea if anyone there read it.
But the important thing is that this shows that some of the points I raised as far as a better, more personal handling are valid ones.
Hopefully they’ll keep on this more transparent, more personal track moving forward. If nothing else, they deserve credit for changing course relatively quickly.