JetBlue is Smart

(Via Consumerist) I hadn’t heard, but evidently JetBlue customers encountered some pretty significant delays last week on Valentine’s Day. These delays led to some pretty angry customers. JetBlue’s CEO, David Neeleman, has been working hard to rectify the situation. Besides making the rounds (e.g. Letterman), Neeleman also posted a video on YouTube regarding their new Passenger Bill of Rights. Companies are beginning to realize that the Internet can be leveraged at a lower cost to reach consumes. The YouTube video was only one component of the PR blitz JetBlue issued, but with over 33k views already, I’d say it’s a success (it probably cost next to nothing to produce). On a side note, I found an interesting quote from Neeleman on America’s 25 Most Fascinating Entrepreneurs (on Inc.com): Neeleman says he doesn’t compete in the aviation business, JetBlue is “in the customer service business.” Considering airlines today, this hits the nail on the head. Watch the video.