Customer Justice, Part 2

After the JetBlue fiasco last week, one result has been to make manifest how badly most airlines run their business. The damage to JetBlue’s image was enormous, and it predictably blew up into public outrage over the airlines’ treatment of their passengers in general. Even Congress has gotten into the act with talk of a “passenger’s bill of rights.”

Last Friday, CEO David G. Neeleman called for his company's own bill of rights, actually admitted the airline’s catalog of errors and promised recompense to passengers. It’s the only way to recover from such a meltdown, and he made a good pitch. Will other airline CEOs take note? Like Doug Parker of U.S. Airways, they are probably too busy drinking or playing golf. These guys are among the most arrogant, PR-unconscious, never-apologize people in business.

If you're curious about the public's response, go to YouTube and view the 100-plus comments on Neeleman's speech.