All that's required here is a little creative, sensitive, customer-first operations management. Throw out the rule book and get these planes towed, or get some buses or trucks out there.... get these human beings under cover. It boggles the mind that the airline could manage through the storm this badly, given the firestorm AA just endured.

This is the kind of publicity event that changes the meaning of a brand. If you'd set out to make the JetBlue name synonymous with misery, abuse and chaos, you couldn't have done much better.

Unless you want to be perceived as the next Tower Air, call a big meeting and GET IT TOGETHER.