Brands Americans Embrace

Forbes, April 30, 2007 — JetBlue Chief Executive David Neeleman has always been known as a guy who obsesses over customer service. Not only has that strategy differentiated his carrier in a largely commoditized airline industry, it's gone a long way toward gaining some slack when it does mess up. Despite February's much publicized fiasco that had customers in New York stranded on its planes for hours during an ice storm, JetBlue still ranks as Americans' favorite airline.