JetBlue Announces the JetBlue Customer Bill of Rights

[Matt Molnar]

JetBlue Announces the JetBlue Customer Bill of Rights

New York-Based Low Fare Airline Expects to Operate a 100 Percent Schedule Today

NEW YORK, Feb. 20, 2007 (PRIME NEWSWIRE) -- JetBlue Airways
(Nasdaq:JBLU) today announces a comprehensive customer promise and
compensation program called "The JetBlue Customer Bill of Rights."

To view JetBlue's Customer Bill of Rights, click
here:http://media.primezone.com/cache/2989/file/3787.pdf

Key provisions of the JetBlue Customer Bill of Rights are below, and
have been made retroactive to Feb. 14, 2007:

-- JetBlue will notify customers of the following:
- Delays prior to scheduled departure
- Cancellations and their cause
- Diversions and their cause

-- JetBlue will take the necessary action to deplane customers if
an aircraft is ground-delayed for five hours. JetBlue Captains
have discretion if the aircraft is positioned and almost ready
for take-off.

-- If a flight lands and is unable to taxi in to a gate right away,
the following compensation will be made for customers:

Delayed 30-60 minutes
Customers receive a $25 voucher valid toward the purchase of
their next JetBlue flight

Delayed 1-2 hours
Customers receive a $100 voucher

Delayed 2-3 hours
Customers receive a voucher for the full amount of their
one-way fare.

Delayed more than 4 hours
Customers receive a voucher for the full amount of their
round trip.
Note: JetBlue fares are all one-way; round trip purchase is
never required.

-- If a flight has a ground delay on departure, the following
compensation applies:

Delayed 3-4 hours
Customers receive a $100 voucher

Delayed more than 4 hours
Customers receive a voucher in the full amount of the
customer's original round trip.

-- If a flight is cancelled within 12 hours of scheduled
departure, and it is a situation within the control of the
company (as opposed to weather or ATC delays), customers may
choose a full refund or a full credit, as well as a voucher
valued at the cost of their original round-trip.

-- If JetBlue delays a flight in a situation within the company's
control, customers can expect the following compensation:

Delayed 1-2 hours
Customers receive $25 voucher

Delayed 2-4 hours
Customers receive $50 voucher

Delayed 4-6 hours
Customers receive a voucher valid for the full amount of their
one-way fare.
Note: JetBlue fares are all one-way; round trip purchase is
never required.

Delayed more than 6 hours
Customers will receive a voucher for the full amount of their
round trip.

"This was a big wake-up call for JetBlue," said JetBlue Founder and CEO
David Neeleman. "If there's a silver lining, it is the fact that our
airline is going to be stronger and even better prepared to serve our
customers. In addition, I want to publicly apologize to JetBlue's
crewmembers -- the best in the industry -- and I promise to get the
right resources, tools and support for them going forward, so that they
in turn can deliver the JetBlue Experience you have come to expect from
us."

In addition to the key provisions of the JetBlue Customer Bill of
Rights listed above, the airline will form a customer advisory council,
who will be consulted with regarding ongoing improvement programs.

JetBlue is taking immediate actions to address inefficiencies in its
response plans. Actions already taken include new communication
strategies with inflight and pilot crewmembers in the event of a system
disruption, so that the airline can reset the operation faster, after
the external disruption event ends.

Other areas under immediate review include:

-- Cross-training non-operational crewmembers and assigning
secondary responsibilities to support the operation in the
event of a significant disruption
-- Improving functionality on jetblue.com to support customer needs
and allow JetBlue reservations and central baggage to maintain
low on-hold time for customers
-- Improving communications at the airport, so information on
available aircraft, flight crews and ground conditions is
uniformly shared and decisions based on the most reliable data

Please visit http://www.jetblue.com/promise for more information and updates.

[hiss srq]

Way to shoot a nail in your foot JetBlue. I think that David forgot to take his pills before he wrote this one because he is going to loose tons of cash on this. One way or another that will happen. First JetBlue is just delay prone, number two if he runs into staf issues as far as crews go whats he going to do? Run them in illegal time which I have heard many times has happened BTW. Fines fines fines! Sorry Dave thats just going to far. If the passenger want to fly with TV's I say to them DEAL WITH IT!

[moose135]

JetBlue Expands Apology to Customers
By Associated Press

February 21, 2007, 6:39 AM EST
NEW YORK -- JetBlue Airways, reeling from an operational stumble that has hurt its reputation, printed an apology to customers in a handful of East Coast newspapers on Wednesday.

"We are sorry and embarrassed," the full-page ad began. "But most of all, we are deeply sorry."
The advertisement reiterated what has now become widely known about the crisis that stalled JetBlue over nearly a week following a Valentine's Day ice storm.

"Many of you were either stranded, delayed or had flights canceled following the severe winter ice storm in the Northeast," the ad continued. "The storm disrupted the movement of aircraft, and, more importantly, disrupted the movement of JetBlue's pilot and inflight crewmembers."

The advertisement appeared in newspapers in New York, Boston and Washington, D.C., said Bryan Baldwin, a spokesman for the airline. It will be repeated on Thursday in several other cities affected by canceled flights, he said. In total, it will run in 15 cities and 20 newspapers.

jetBlue ran that ad in Newsday today - full page, with color. I won't tell you what they paid, but it wasn't cheap.

[Matt Molnar]

I also saw it in the Times and the Post, but oddly, not in the Wall Street Journal, which I think might have helped to comfort investors a bit (not to mention that plenty of WSJ readers fly B6). Being familiar with ad prices in the Times...I'd guesstimate they paid somewhere in the $60-$80,000K range for a last minute full page in the national edition.

[Ari707]

Also in the Daily News

[Nonstop2AUH]

The ads aren't the major expense here, it's the $30m plus it's going to cost them to bring their infrastructure up to speed and also the unquantifiable future voucher payments. As I understand it, B6 has frequent fuel stops on the transcons that have not been widely reported outside of forums like this and a.net. I wonder if they will have to find some way to compensate people for that as well.