How JetBlue should have handled Steven Slater situation

08/12/2010 | New York Times (tiered subscription model), The

Most PR and marketing types agree JetBlue, which issued a statement 48 hours after fed-up flight attendant Steven Slater made his now infamous exit from a plane, should have responded more quickly. JetBlue, which is known for its digital savvy and for having a "little bit of rebel in it" shouldn't have let the "corporate lawyers" control the messaging, according to Conor Brady, chief creative officer at Omnicom Group's Organic, New York. However, Steve Rubel, senior vice president and director for insights at Edelman Digital, said he believed the airline was "doing the right thing" for its image by mostly bypassing the story.

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