JetBlue Vows to Fix Airline's Customer Service Breakdown

USA – David Neeleman the founder and chief executive of JetBlue Airways has spoken out after a week plagued by a breakdown in the airline's operations.

Neeleman confirmed that in future JetBlue would pay penalties to customers if they were stranded on a plane for too long.

The crisis, which led to about 1,000 cancelled flights in five days, was the result of communications system that left pilots and flight attendants in the dark, and an undersized reservation system.

The current crisis is very disappointing as until now, JetBlue and its low fares have enjoyed overwhelming popularity and customer satisfaction ratings.

The crisis began when an ice storm hit the eastern United States. Many airlines responded by cancelling flights and sending passengers home. JetBlue thought the weather would improve and it would be able to fly, keeping the business going and pleasing customers.

Unfortunately the confusion led to arguments between customers and employees and resulted in JetBlue calling out security personnel and cancelling even more flights.