3/18/07

Proactive apology.

Airlines like the JetBlue,Continental Airlines and US Airways are taking a proactive approach to assuage irate passengers.They are not stopping with an apology.They are providing an explanation to the passengers on why it happened.

"Now, rather than rely entirely on weary front-line workers, many airlines are institutionalizing the apology. American said its apology letters were running twice the level of a year ago. JetBlue now e-mails an apology within 36 hours of certain service failures. And Continental Airlines and US Airways both say they are sending many more apology letters."

Why can't other industries follow suit?