On February 14, 2007, a storm grounded JetBlue at New York’s JFK airport. Some passengers waited for as long as six hours on planes before they could return to a gate. CEO David Neeleman wrote to customers: “We are sorry and embarrassed. But most of all, we are deeply sorry.”
He also apologized on YouTube, and on February 21 JetBlue issued a Customer Bill of Rights with fixed compensation for delays. By general consensus, the company came out of it stronger. Neeleman did not. About three months later he stepped down as CEO at the board’s recommendation.