I just got this email…

Dear JetBlue Customers,

We are sorry and embarrassed. But most of all, we are deeply sorry.

Last week was the worst operational week in JetBlue’s seven year history. Following the severe winter ice storm in the Northeast, we subjected our customers to unacceptable delays, flight cancellations, lost baggage, and other major inconveniences. The storm disrupted the movement of aircraft, and, more importantly, disrupted the movement of JetBlue’s pilot and inflight crewmembers who were depending on those planes to get them to the airports where they were scheduled to serve you. With the busy President’s Day weekend upon us, rebooking opportunities were scarce and hold times at 1-800-JETBLUE were unacceptably long or not even available, further hindering our recovery efforts.

Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience that we caused. This is especially saddening because JetBlue was founded on the promise of bringing humanity back to air travel and making the experience of flying happier and easier for everyone who chooses to fly with us. We know we failed to deliver on this promise last week.

We are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us. We have begun putting a comprehensive plan in place to provide better and more timely information to you, more tools and resources for our crewmembers and improved procedures for handling operational difficulties in the future. We are confident, as a result of these actions, that JetBlue will emerge as a more reliable and even more customer responsive airline than ever before.

Most importantly, we have published the JetBlue Airways Customer Bill of Rights—our official commitment to you of how we will handle operational interruptions going forward—including details of compensation. I have a video message to share with you about this industry leading action.

You deserved better—a lot better—from us last week. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to welcome you onboard again soon and provide you the positive JetBlue Experience you have come to expect from us.

Sincerely,

David Neeleman
Founder and CEO
JetBlue Airways

That was rad. Imagine if church was like that…

Dear Sandals Church attender.
We are sorry and embarrassed. But most of all, we are deeply sorry.

Last week was the worst worship set in Sandals 9 year history. Following the really sucky sound check, we subjected our attenders to unacceptable tone, pitch, ego, and other major inconveniences. The set disrupted the movement of Holy Spirit, and, more importantly, disrupted the movement of Sandals pastor and staff who were depending on that set list to get them to the place where they were able to serve you.

Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience that we caused. This is especially saddening because Sandals was founded on the promise of bringing humanity back to church and making the experience of singing happier and easier for everyone who chooses to sing with us. We know we failed to deliver on this promise last week.

We are committed to you, our valued attender, and are taking immediate corrective steps to regain your confidence in us. We have begun putting a comprehensive plan in place to provide better and more timely worship set to you, more tools and resources for our staff members and improved procedures for handling egos on stage in the future. We are confident, as a result of these actions, that Sandals Church will emerge as a more reliable and even more customer responsive church than ever before.

Most importantly, we have published the Sandals Church Worship Customer Bill of Rights—our official commitment to you of how we will handle really bad worship sets going forward—including details of compensation. I have a video message to share with you about this industry leading action.

You deserved better—a lot better—from us last week. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to welcome you back in the gym again soon and provide you the positive Sandals Church Experience you have come to expect from us.

Sincerely,

Carlos Whittaker
Worship Pastor
Sandals Church

To be honest. I would not put that past us.
I love my church.

What do you think? Can the church learn from Jet Blue?
Los