As for the Jetblue email, it is great they sent that to their customers, but lets put it into perspective - that email was in response to over 5 days of cancellations. The JQ one only affected a couple of hundred people.
Surely the point is not the magnitude of the inconvenience but the fact they admitted they had dealt with it badly and they were promising to take steps to do better next time.
In contrast, SW is the head of defensive statements at J* and I've never heard him admit they've ever put a foot wrong. His attitude always seems to be that it's the punter's fault because they have excessively high expectations.
And for the price, perhaps they have.
Price. Speed. Service. Pick the two that matter most...