By Quentin Langley
If you were to pick a company likely to be brandjacked, it would not have been Jet Blue. While low cost airlines in Europe often have a bad reputation for customer service – and Ryan Air seems to revel in this – Jet Blue is not only known for high calibre customer service, but also a light-hearted attitude and being fully engaged in social media.
Of course, one rogue member of staff can ruin things for anyone. But the bizarre behaviour of flight attendant, Steven Slater, doesn’t seem to be what is damaging Jet Blue’s brand. Rather, it is the company’s stiff response to the mass of social media coverage. Slater has become something of a folk hero, with thousands joining a fan page on Facebook and the Twitterverse christening his decision to swear at a customer, pick up a bottle of beer, and leave the aircraft via the evacuation slide ‘the best way to resign’ ever.
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