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February 20, 2007

JetBlue CEO's Mea Culpa on YouTube

YouTube, meet crisis communicatons.

JetBlue CEO David Neeleman has an impressive apology up on YouTube. In the video, which has an impressive degree of unrehearsed, true-blue spontaneity, he assumes full responsibility for the airline's operational problems over the past week, vows to fix them, and presents a customers' bill of rights.

The stream is getting a ton of blogosphere pick up. After a long and agonizing week, JetBlue has finally gotten something right.

Posted by Rebecca Lieb at February 20, 2007 11:02 AM

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