Jetblue-Minicase Essay

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Jet Blue - Mini Case JetBlue Airways Corporation is an American low-cost airline. It flies in and out of more than 50 locations in the continental U.S., as well as the Caribbean, the Bahamas, southern Mexico, Bermuda and Colombia. JetBlue is a relatively new airline. It began in February 1999 under founder David Neeleman. In a press release issued by JD Power and Associates, for a fourth consecutive year, JetBlue Airways ranks highest in the low-cost carrier segment. JetBlue Airways performs particularly well in two of seven measures: aircraft and in-flight services (J.D. Power and Associates). However, in February 2007, an ice storm changed the course of history for JetBlue Airways. Within a week’s span, the effects of the storm caused JetBlue to cancel more than one thousand flights and incur tens of millions of dollars in losses. The company had quickly come to the realization of multiple internal operational issues that compounded the crisis. First off, they had inadequate communication protocols to direct the company’s pilots and flight attendants of where and when to go anywhere. Secondly, they had an overwhelmed reservation system reporting inaccurate flight status and information. Lastly, they lacked employees that were cross-trained and could work outside their primary area of expertise which prevented critical emergency response efforts. The incident resulted in negative publicity for the airline and prompted a federal investigation (Gulino). JetBlue’s once outstanding reputation was now tarnished because of bad luck, flawed decision-making, and multiple systemic failures. Since the Valentine’s Day incident, JetBlue Airways has shown a great commitment to satisfying the customer’s needs. David Neeleman’s idea to restore their company reputation was a “Customer Bill of Rights” that would specify in no uncertain terms how passengers

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