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JetBlue to pay bill of rights.

Publication: Business Travel News
Publication Date: 05-MAR-07 		Format: Online
Delivery: Immediate Online Access

Article Excerpt
Following a Valentine's Day massacre of a storm that caused delays and cancellations affecting more than 100,000 customers, JetBlue Airways last month issued what it calls its Customer Bill of Rights and announced contingency plans for similar situations in the future. Analysts, buyers and consultants expect other airlines to offer similarly upgraded policies to help thwart--or ease--traveler inconveniences due to delays or cancellations, and the U.S. House and Senate are expected to weigh bills that would federally mandate airlines to adopt further measures to mitigate the woes of stranded passengers.

With flights restored and attempts to mend its reputation in progress, JetBlue is striving for the customer bill of rights--not the debacle itself--to be its legacy. JetBlue CEO David Neeleman called the customer bill of rights an "accountability document" that he said would be retroactive to Feb. 14 and instituted in the event of future uncontrollable events. JetBlue's program of customer promises and monetary compensation goes beyond current federal requirements to offer customers on canceled flights full refunds or reaccommodation as well as vouchers for future travel.

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