David Neeleman, CEO of Jet Blue, steps up and publicly apologizes to his customers via YouTube. What a brilliant PR strategy - when will other CEOs learn that transparency and contrition shows strength and understanding, not weakness and liability. My respect for him and his company just went up immensely.
It's actually very interesting to compare his statements here to the ones he made in the WSJ video I shot a few months ago, about how a company SHOULD react in the face of adversity (after the jump). Clearly, the man is practicing what he preaches.
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This is a positive step in the right direction, but the words "I'm sorry" were never spoken in this video, and isn't that essential to an "apology"?
Instead this is more of a "here's what we're doing to fix the problem" video.
Still, a very solid move on their part, which I applaud.