in their defense, JB was not the first and not the last to have that 'hostage' experience on the tarmac. they are the first to respond by introducing a completely voluntary passenger bill of rights however.
in fact, just this past week with the snow storm, several carriers (mostly international) kept their passengers on the plane for almost 10 hours, including a
Virgin Atlantic flight that sat on the tarmac from 9:45 pm until 4 am, when they finally canceled the flight.
Why I choose JB? the satellite tv mostly (in addition to XM in some planes). I appreciate the legroom, the minimal $25/$30 change fee, unlimited drinks and snacks on the flight. no questions asked credit when they reduce the cost of a flight. ability to choose my seats at time of booking (and change when checking in). in all my flights, they pushed one flight back 10 minutes and called me and left messages repeatedly until i called them back and told them i got the message. they're also a participating airline at WDW. and they are definitely customer service oriented.
and above all else, when they had that issue with the landing gear and all the passengers got to watch their own harrowing experience live on those satellite tvs and the pilot pulled off an incident free landing, you gotta give props.
i've also heard repeatedly that the pilots and crew of JB are very happy with their employer, which can't be said for all airlines. not to mention they are rated the #1 airline multiple years in a row, not just in various customer related surveys, but based on statistics as well.
i've only had one issue with JB when I took a connecting flight and they neglected to forward my luggage, but fixed it by sending the bags on the next flight and delivering them to my hotel.