Addressing the operational problems that his airline faced last week head-on, JetBlue CEO David Neeleman has taken an apology to his customers in their space: YouTube.

The move marks one of the first times that the CEO of a major company has used social media in crisis management, ClickZ reports. In the video, Neeleman addresses how his airline will correct the problems that last week left thousands of customers stranded for hours in airports and on planes.

The video, which was uploaded to YouTube on Monday, has been viewed over 20,000 times and has a 4-star rating. Most YouTube users who have commented on the video have been supportive of Neeleman, praising him for the placing of the apology on the site.