Today, David Neeleman stepped down as CEO of Jetblue amid overwhelming customer service issues. Three months ago, the airline suffered a public relations nightmare when two winter storms forced them to cancel over 1,700 flights, a few which left passengers stranded on planes for over 17 hours. These cancellations cost the airline over $41 million. He's being replaced by president Dave Berger, but will remain as chairman.
I think the board has been talking about this for a long time," Neeleman said in an interview.
Still, its quite a change for a business whose brand, some analysts say, became intertwined with Neeleman's personality.
"He has embodied the personalized service of that airline," said Richard Levick, president and CEO of Levick Strategic Communications in Washington.
However, pure energy can only carry a chief executive so far.
"While Neeleman's infectious enthusiasm and entrepreneurial spirit was perfect for the company in its early start-up and hyper growth phases, as the company matures, a renewed focus on operations will likely make JetBlue a stronger business," wrote William Greene, an analyst at Morgan Stanley & Co. Inc., in a research note.
I think this was very unfortunate to have David step down. He had no control over the weather!
David built customer loyalty!
Perhaps those customers’ complaining were not Jetblue’s regular customers like myself.
Did anyone decide to check?
I’ve seen a big change in the JETBLUE service and idiot new regulations put in place this past year. Some of these regulations are done at the last minute. As a regular customer it’s quite a surprise to be shaken down for
a $20.00 refund.
We the consumers’ are definitely not being treated as if we are valued anymore.The difference is so drastic that I researched it and found this page.
Hurry Back David and save JETBLUE!