The airline famous for loving customers may be wondering where's the love in the aftermath of a Valentine's Day ice storm that slammed the Northeast and crippled service. Not ony were some passengers trapped on planes for 11 hours as planes were idled by unusable runways, but JetBlue struggled to resume normal service for days after that. Even come Monday, the carrier cancelled 23% of its flights.
Chairman and CEO David Neeleman has repeatedly faced the music (the media, that is), confronting the issues and circumstances that caused his seven-year-old airline to cancel 1100 flights in six days.
What he describes as a mortifying and humiliating experience, Neeleman is trying to make good, in part by offering troubled customers vouchers for their woes. There's also a new customer "Bill of Rights" drafted to ensure JetBlue loyalists some peace of mind.
JetBlue says the debacle -- from passenger compensation to plans to hire additional staff -- could cost as much as $30 million. First-quarter earnings will take a hit. And its stock is certainly feeling the pain Tuesday.
Here's a look at CNBC video coverage of this event as it unfolded this past week.