High Road Communications

It’s been pretty hard to ignore the problems which have hammered U.S. discount airline JetBlue in the past week due to their inability to handle the winter storm that hit much of the U.S. northeast.

The company has turned to a Youtube video to help communicate what they are doing to avoid repeating last week’s events.

The CEO’s message is based on a Customer Bill of Rights and does a good job outlining how the company is going to make things better and repair the hits its customer service reputation has taken in the past week.

The company scores points for putting the CEO front and center and for tackling complaints head-on with a clear action/compensation plan. Strangely, when I search YouTube I can’t find the video...I do however, easily find a handful of videos from customers sharing their bad experiences last week.