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Frequent JetBlue Flyer

Full Disclosure: I was a frequent JetBlue passenger flying between Washington D.C. and Long Beach for about two years and had, as a result, become a gushing fan. They were always on time. Always pleasant. Always ready to hand me blue chips and let me watch five hours worth of Trading Spaces if I so desired.

That's why the recent news of its utter collapse in the face of weather floored me.

But the actions by its CEO afterward have been even more surprising.

Not denying culpibility, or blaming underlings, the man has been utterly contrite even using YouTube and his company's main home page to broadcast his plan for a detailed Customer Bill of Rights

And finally, he simply apologizes.

This story from Forbes sums up CEO David Neeleman's response to disaster really well.

So I'm curious - did JetBlue lose you as a customer forever? Or are you willing to give it another chance?

-- KIMBERLY PIERCEALL
kpierceall@PE.com