Hi everyone,

I can’t thank you enough for the letters, emails and phone calls to our company expressing your support and graciously accepting my apology. We are making good progress on the necessary changes we have to make to ensure you never go through again what happened last week.

I’m also hearing from a lot of customers who we may have confused with our Bill of Rights. Below are some Q&A that our team put together to answer your most frequently asked questions. I will also post an easier-to-read compensation chart by Friday (Mar. 2) so check back here.

Thank you again for giving us another chance to earn your business and loyalty.

-David

Most Frequently Asked Questions

Q: What is the effective date of the Bill of Rights?

A: The JetBlue Customer Bill of Rights is retroactive to Feb. 14, 2007. The customers stranded on aircraft on Feb. 14, and customers in the 11 JetBlue destinations where we suspended service for the weekend will be compensated under additional provisions.

Q: What should I do if I was affected by the weather or your inability to recover from the weather?

A: JetBlue is automatically reviewing all customers records booked for travel between Feb. 14-19, 2007 and we will issue you the compensation appropriate to the disruption we caused you.

Q: Why did you choose five hours as the maximum time you will allow planes to sit on the group, either waiting for departure or waiting to arrive at a gate?

A: When a plane arrives at an airport and there is no gate available, we feel that there is really no excuse for this and we take full responsibility. Therefore you see that our compensation for arrival delays begins after 30 minutes from the time the airplane is positioned to pull into a gate. With departures, however, delays once onboard are typically due to air traffic control, weather, or ground delays, which are known as long taxi-out times. At some of our nation’s largest airports, such as New York’s JFK, taxi-out times on a “normal" day can easily approach 60-90 minutes with dozens of aircraft lined-up for take-off due to air traffic control. Our customers overwhelmingly tell us they just want to get to their destination and are willing to endure a few hours of waiting whether it be traffic or weather. Most have vacations, hotels, family or friends awaiting them upon arrival in their destination. This is the reason why our compensation begins after three hours for ground-delay departures. We instruct our pilots to return to the gate after five hours, unless take-off is imminent, and communication with the customers onboard has been clear.

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

2007 Takes Off in the Right Direction

On Tuesday, January 30 we released our 2006 earnings and I am excited to share the great news: JetBlue Airways posted a 5.4% operating margin for the full year and a 10.2% operating margin for the fourth quarter. Kudos to our fantastic crewmembers for making this possible! Their hard work throughout the year and their dedication, enthusiasm and commitment to our customers is what makes JetBlue so much more than just an airline.

We are turning our business around and proving that you can bring humanity back to air travel, keep the fares low and still be profitable. Plus, we are constantly looking for innovative ways to deliver an even better experience and product. One of the many things our customers love about JetBlue is the legroom. So we thought, why not give them even more room to stretch out in? Well, we are certainly making it happen. We just began removing a row of seats from our Airbus A320 aircraft to offer a new 150-seat configuration with up to 36” of legroom. By March 2007, we will offer the most legroom among major U.S. airlines with a single coach product, giving customers one more reason to choose JetBlue.

Check out our new 150-seat configuration by clicking here.

-David