Poor customer service, operational meltdowns costs JetBlue CEO his job

JetBlue is a fantastic airline; despite the fact that most of their flights from New York leave from JFK, they are my overwhelming choice for most of my air travel.

This winter they had a pretty embarrassing system-wide meltdown that grounded thousands this winter.

Befitting a company that describes itself as a "customer service company that happens to be an airline", JetBlue's CEO, David Neeleman, went into full apology mode. He hit the national media, drew up a Passenger Bill of Rights, and began proactively offering vouchers for flights that were delayed.

It wasn't enough, unfortunately. Neeleman was forced out as CEO today.

I hope that the new CEO brings JetBlue's operations up to the level of their customer service, and not the level of their customer service down to their operations. That would be a big shame.