Rob Maruster
There was a sense of déjà vu when JetBlue chief operating officer Rob Maruster released a YouTube video on Oct. 31 apologizing for the company's abysmal failure in deplaning passengers during that snowy weekend, when six flights were stranded for seven hours at Hartford's Bradley International Airport with overflowing toilets and a lack of food and water. "We are truly sorry," Maruster said. "We know we let some of you down over the course of this weekend." Only four years earlier, JetBlue had apologized for stranding more than 1,000 passengers for a reported 11 hours at New York's John F. Kennedy International Airport. At the time, the incident greatly boosted support for a proposed passengers' bill of rights, which the Senate passed in 2010.