By now, you have probably heard the tale of Steven Slater, the JetBlue flight attendant who just had enough of a rude customer, and responded by cursing out the airplane, grabbing a beer, and making a getaway down the emergency slide.
While JetBlue executives probably wish that the story itself would slide away, the fact is it has captured the attention of a lot of people, and will be in the spotlight for at least another day or two.
Recognizing this, the company addressed the incident on its blog, Blue Tales:
Perhaps you heard a little story about one of our flight attendants? While we can’t discuss the details of what is an ongoing investigation, plenty of others have already formed opinions on the matter. Like, the entire Internet. (The reason we’re not commenting is that we respect the privacy of the individual. People can speak on their own behalf; we won’t do it for them.)
While this episode may feed your inner Office Space, we just want to take this space to recognize our 2,100 fantastic, awesome and professional Inflight Crewmembers for delivering the JetBlue Experience you’ve come to expect of us.
It is a funny, brief and appropriate response to an issue that probably has been blown out of proportion. The company shared about the blog post this afternoon on its Twitter and Facebook feeds, and the response was big enough that the blog was inaccessible for a good 20 minutes.
Companies could learn from this: social media is your friend. Even when the PR isn’t positive, using Twitter, Facebook and blogs to address issues head on can help make the situation better.