( CNN ) -- The head of JetBlue is apologizing for a `` confluence of events '' that left a plane filled with passengers stranded on the tarmac at Bradley International Airport near Hartford , Connecticut , over the weekend . Chief Operating Officer Rob Maruster said in a video posted on the company 's blog and its YouTube Channel that the airline had six flights divert to Hartford during the freak weekend snowstorm `` due to various runway , congestion and other operational issues at Newark and JFK Airports '' and that the airline `` did not deplane those aircraft in our target time allotted . '' One of those flights , JetBlue 504 from Fort Lauderdale spent nearly eight hours stranded on the tarmac before passengers were allowed to deplane . `` At no point in this weekend was safety ever compromised , '' Maruster said , stressing that safety was the airline 's number one concern . `` But let 's face it , you count on us at JetBlue for a lot more -- and we promise a lot more -- and we know we let some of you down over the course of this weekend and for that we are truly sorry . '' Maruster said the airline intends to `` fully participate with the Department of Transportation and cooperating with their investigation into events over the weekend , and we 're also going to conduct an internal evaluation so that we can learn from this event because at the end of the day , you deserve better -- and we expect better from our crewmembers and our operation . '' `` We can only earn your loyalty and trust one flight at a time and we ask you to give us a second chance . '' JetBlue Flight 504 departed Fort Lauderdale at 10:07 a.m . ET Saturday -- 32 minutes late . The flight made it to Newark -- just not to the runway , thanks to the weather before it was diverted to Hartford . It landed at 1:07 p.m. What came next was an eight-hour ordeal for passengers -- and crew -- as the plane sat stuck on the tarmac with little food or water . `` I got a problem here on the airplane . I 'm going to need to have the cops onboard , '' a flight crew member told the tower in a conversation posted on LiveATC.net , a website that monitors air traffic control conversations . `` I need some air stairs brought over here and the cops brought onboard the airplane . '' Passenger Roseann Kozma explained the situation in a phone interview with CNN affiliate WTIC-TV from the plane . `` A couple passengers are fighting and there 's a baby on here that 's been crying the whole time , '' she said . `` We can not go to the bathrooms anymore . There 's no running water , '' said Todd Bailey , another passenger . `` They tell us that we 're going to be going in soon , going in soon , going in soon -- and it just never happens . '' Adding to the frustration and tension were passengers with medical conditions . `` I have a paraplegic that needs to come off , '' the pilot said . `` I have a diabetic here that 's got an issue ... I 've just got to get some help . '' But the plane was still not at a gate , further frustrating the pilot . `` Look , you know , we ca n't seem to get any help from our own company , '' the pilot told the tower . `` I apologize for this , but if there is any way you can get a tug and a tow bar out here to us and get us towed somewhere to a gate or something . I do n't care , take us anywhere . '' The pilot , though frustrated , offered thanks to Bradley International officials . `` Listen , I just want to put in my two cents worth in for whatever it worth . Thank you very much , '' he said . `` It 's Capt . Thompson over here on ( Flight ) 504 ... I think we 've got more help from you guys than our own people . '' The passengers broke into applause when the door finally opened , saying `` Let us out ! Let us out ! Let us out ! '' Passengers deplaned around 9 p.m. , according to JetBlue .
JetBlue head says the airline let some of its customers down . Rob Maruster asks for a `` second chance '' Pilot : Crying baby , fighting , two passengers ' medical conditions ramped up tension . Score: 6