JetBlue starts image repair
(Robert Nickelsberg, Getty Images / January 27, 2011)
Alison Croyle said refunds were being issued to passengers on all five planes that remained on the tarmac of Bradley International Airport near Hartford.
"Yes, we started issuing refunds, but it will take us a while to get everyone," she said. Passengers were given a letter last weekend notifying them of a full refund for their trip and a round-trip voucher for future trips. Customer-service workers also were told to call each customer and apologize.
In a video posed on the airline's blog and YouTube channel, chief operating officer Rob Maruster apologized for a "confluence of events" that led to the incident, which he explained as "various runway, congestion and other operational issues at Newark and JFK airports."
"Let's face it, you count on us at JetBlue for a lot more — and we promise a lot more — and we know we let some of you down over the course of this weekend, and for that we are truly sorry," he said.
Maruster also said the airline intends to "fully participate with the Department of Transportation and cooperating with their investigation into events" during the storm. During the eight-hour ordeal aboard Flight 504, there was little food or water, passengers were fighting and some had medical issues.