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The Benefits Of Contrition For JetBlue

It is snowing in the northeast and lots of flights are being cancelled. This morning while watching TV news I heard the anchor mention that many flights are being cancelled and identified one company, JetBlue, as canceling their flights. The company had problems during recent snowstorms when many passengers were stuck in airplanes on the tarmac waiting to taxi back to the terminal for long periods. The company reacted quickly, apologized and suggested they will be putting plans in place to take care of the issue for the future snow emergencies. I was thinking that the news anchor did not mention the earlier problem but did single out JetBlue, whether you know about their earlier problems or not, as long as the company does not mess up in the long term the incident could be a boost for the brand.