Influx

The craziness of the past week has put one of the country’s best-loved brands into free fall.

At Influx, we are especially concerned because we can no longer sit in meetings and tell companies that they need to be more like JetBlue.

Clearly the airline was ill prepared organizationally (understatement) to take on the challenge caused by the ice storm and resorted to some unforgivable actions, leaving passengers stranded at airports and more significantly on the tarmac for up to 11 hours.

The damage from these events is causing a ripple effect impacting the airline’s earnings, share price and brand reputation.

The company’s CEO and founder had no choice, but to take to the “tube” to deliver a heartfelt apology and launch a new customer bill of rights.

People have notoriously short memories so this fiasco might soon be forgotten, however, in the short term, Jet Blue needs to do everything in its power to demonstrate that it isn’t just like every other airline and hasn’t been selling a lie to the American public for the past 7 years.

This isn’t about ads, but real action from management and staff to put new systems in place.

Whatever happens, it appears they have one vocal customer who is still firmly behind them.