I’m prone to brand loyalty and I’m pretty loyal to JetBlue Airlines.
I flew with them during their scheduling crisis. I was lucky and my flight was not delayed or canceled. Having flown during that window, I just received an e-mail from JetBlue apologizing but more importantly laying out a specific commitment to their customers for how they will deal with service interruptions in the future. This includes a customer bill of rights with specific remedies.
A good way to prove you are worthy of trust is to respond with real change when you’ve disappointed those who trust you. I’m curious to see how this plays out for JetBlue.