Putting words into action – JetBlue’s Customer Bill of Rights faces its first test

posted by Brendan Hodgson

After storms resulted in the cancellation of 68 flights over the weekend, JetBlue now faces the first major test of its recently-launched, and much-touted Customer Bill of Rights.

YouTube videos by the CEO and ’enshrined’ commitments aside, and despite all the widespread backslapping across the industry – as much for the company’s use of 2.0 technology to communicate its apology as for its approach to managing the crisis – the proof will now be in the pudding as the company seeks to respond to the hundreds of passengers affected by this latest dose of Mother Nature’s wrath.

One hopes that JetBlue, in setting out its commitments, considered the potential of a repeat scenario happening within such close proximity to the first. Because unless you can respond adequately to those who challenge you to “prove” yourself able and willing to match your messages with substance, the damage to your reputation will likely be worse than having said nothing at all.

3 Comments
26

Feb
2007

Boyd Neil

So, is the answer to say nothing at all? I still think JetBlue did the right thing even if the performance this weekend doesn’t live up to Customer Bill of Rights promises.

26

Feb
2007

Brendan Hodgson

Hey Boyd, in my view, the answer – as it relates to the actions being taken – is simply that an organization must be realistic in what it can hope to achieve, particularly in times of crisis. Was that the case for JetBlue? Who’s even to say (yet) that the Bill of Rights has failed? This is their time to shine. I guess all I’m suggesting is that when you set out such commitments publicly, you would hope the machinery would be in place to deliver on those commitments. Most certainly, their efforts to acknowledge the first incident and apologize was a step in the right direction.

26

Feb
2007

moltar

Check this one out: <a href="http://www.mouseprint.org/?p=211"&gt; JetBlue’s Customer Bill of Rights: The Big Loophole</a>.

Add a comment