There the plane languished on the tarmac for at least 4.5 hours. Passengers claim they stuck on the tarmac even longer. The plane ran out of food, and extra water had to be brought on board.
During this time guests were able to leave the aircraft via air stairs and several opted to do so. For those who chose to stay, the wait was grueling.
Eventually, the passengers were put on buses and driven into New York City, arriving about 2 a.m.
In his letter, Cush said, "There are many things that I could tell you to try to explain the situation and provide more context. Certainly, the weather at JFK was dreadful and flights were being diverted for most of the day. We also are not equipped to handle flights at Stewart."
"But, ultimately, it is our responsibility to ensure that our guests are handled with the care and respect that they deserve when they buy a ticket on our airline," he wrote.
Cush's public relations effort seemed to work. Coccoloni, posted her appreciation on Facebook.
"Thank you Virgin America for responding so quickly and appropriately to what occurred on Flt 404 on Saturday," she wrote. Citing her refund, a $100 credit for her next flight, the letter and phone call, she wrote, "This is why I am and will always be a loyal customer of Virgin America. Thank you."
ABC's Matt Hosford and Ron Claiborne contributed to this report.