News

Jet Blue getting back on track

Tuesday, February 20, 2007

(New York - WABC, February 20, 2007) (WABC) -- Jet Blue is going on a public relations offensive after trashing its own reputation and its passengers.

The airline has unveiled it's "Passenger Bill of Rights" one week after a snow and ice storm crippled the airline and stranded thousands of passengers.

JetBlue flights are leaving and landing Tuesday.

It's excellent news for passengers who are very disappointed with the discount carrier.

The ice storm last week caused more than 1,000 JetBlue cancellations.

CEO David Neeleman wants to win customers back.

"Our customers mean everything to us, and our crew members mean everything to us," Neeleman said. "And we can't let them down again."

But it won't be easy. Customers who've been let down are still pretty upset.

''I think it's outrageous, because you can't tell me they couldn't de-plane those passengers somehow," frustrated passenger Joan Scott said. "This is a health hazard.''

So JetBlue wants to compensate people for their major inconvenience.

JetBlue Founder and CEO David Neeleman discussed the new customer bill of rights.

He says the guidelines are a work in progress. For example, a couple numbers cited by Neeleman on CNN differ from what is in the NY Times. So take the exact numbers as broad strokes.

For arriving flights (waiting to get off plane):

30 minute or more delay = $25 off a future flight.

Two hour or more delay = full credit for return flight.

For departing flights (waiting to get onto plane):

One hour or more delay = $25 off a future flight.

Two hour or more delay = $50 off a future flight.

Six hour or more delay = round-trip ticket for future flight equal in value to the delayed flight.

For departing flights waiting on the tarmac, away from the terminal:

Three hour or more delay = $100 off a future flight.

Four hours delay = Round-trip ticket for future flight

Five hour delay = Return to terminal, unless takeoff is imminent.

No plane can sit on the tarmac for more than five hours.

Neeleman says there will be an option for full refund for a cancelled flight, and overbooked customers receive $1,000 toward future flights.

Click here to read JetBlue's Customer Bill of Rights

The compensation will only apply to delays and problems "within JetBlue's control" and excludes problems with weather, air traffic control, crew shortages, maintenance problems and failure to recover from any of those problems by the second day.

JetBlue has promised to send all unclaimed luggage to customers by courier.

Click here for Video Message from JetBlue's CEO

Yesterday, it finished a busy travel holiday with 139 more flights canceled, and no JetBlue flights at all in 11 cities.

"Look, we're humiliated, we're sorry," Neeleman said. "This isn't like us."

JetBlue says its new traveler's bill of rights will ease the pain of future foul-ups.

To rebook, customers are asked to call JetBlue at 800-JETBLUE (800-538-2583). JetBlue Reservations is experiencing enormous call volume, and customers may not be able to get through today.

If customers prefer, JetBlue will convert the full value of their travel into a JetBlue credit good for future JetBlue travel. Customers may convert the value of their travel into a JetBlue credit online by clicking here.

Customers whose JetBlue flight has been cancelled may opt for a full refund by clicking here.

Get more News »