Jetblue Essay

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. Running head: JETBLUE AIRWAYS CASE STUDY ANALYSIS 1JetBlue Airways Case Study AnalysisMorgan Bocciolatt, Lindsey Hadlock, and Julie FruscioIthaca CollegeJETBLUE AIRWAYS CASE STUDY ANALYSIS 2JetBlue Airways Case Study AnalysisProblem DefinitionThe situation described in “JetBlue Airways: Regaining Altitude” is one that,unfortunately, more than a few people have experienced. The many problems that unfolded inthe course of only a few short days, were all caused by one main issue, a lack of communicationand communication training in a crisis situation.Company ObjectivesWhat once was a vision has now become a reality that defines JetBlue as a company.Neeleman envisioned the ultimate flying experience for his customers.Every seat would come equipped with a television that featured dozens of free channelsprovided by satellite signal. Finally, to keep costs down, JetBlue would offer a virtuallyunlimited supply of appealing in-flight snacks instead of soggy meals that no one reallywanted. (Argenti, 2009, p.100)It is obvious that David Neeleman and JetBlue set out to exceed customer satisfaction and ingeneral, tend to go above and beyond what the average airline has to offer. However, it seemsthat their goal of excellent customer service was higher in importance than teaching theiremployees how to communicate in emergency situations, such as the one presented to us in thecase study. It is essential for companies to find a competitive advantage to set themselves apartfrom other companies in their industry, however it is also crucial for these companies to find abalance and continue to value the basic fundamentals of communication.Data AnalysisJETBLUE AIRWAYS CASE STUDY ANALYSIS 3 • 2. JetBlue went from startup company to powerhouse of the sky in 2007 with overall growthin terms of destination and size. Run by CEO David Neeleman’s expertise and experience in theindustry, the

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