JetBlue disaster of its own making
JetBlue made a wrong decision early in trying to manage the weather crisis last week that shut down operations at New York’s Kennedy Airport and stranded hundreds of passengers.
Instead of telling passengers the truth about why they continued to be stuck on planes for hours, JetBlue did what airlines do: They kept their passengers uninformed.
Some passengers said crewmembers said they had no information on why they couldn’t deplane, or when they would be allowed to.
Knowing the facts about their situation would not have eased the harsh conditions. But some passengers were more outraged at the lack of information than from their plight.
Airlines are notorious about failing to keep passengers informed, and as a result they alienate their customers.
Passengers trapped at Kennedy would have understood if someone had told them JetBlue was attempting to get shuttle buses to them, or why it couldn’t. JetBlue could have told them why they didn’t send food out to the planes, too.
JetBlue’s remedy is to give refunds, and free round-trip flights to customers trapped for more than three hours.
That still won’t take away the feeling of passengers who said they felt like cattle.