Recovering from a Crisis: Jet Blue Gets It Right

Our source link deliver unique PhD thesis solutions that are written according to your requirements so that you may get your PhD degree How would you respond to a week-long fiasco of international media scrutiny and criticism following a highly publicized episode of your intolerable treatment of customers, especially if your company was founded on a pledge of superior customer service?

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sample of a letter of recommendation for a student teacher online cv writing services map symbols homework help If your company is Jet Blue Airlines, you apologize repeatedly, offer generous amends to your victimized customers, feature your CEO as the spokesperson taking the blame and the responsibility to fix what went wrong, communicate clearly with simple, short messages … and then take advantage of the media spotlight by recommitting to lead your industry in customer service.

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If you want to live your student years to the fullest and enjoy youth, Where Can You Find Someone To Write Essay For You and forget about the worries, entrusting your task to It’s classic crisis communications done right and the pay off likely will be an enhanced corporate reputation and favorable brand recognition with Jet Blue crystallized in customers’ minds as the gold standard in airline customer service.

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Last week’s ice storms and bitter cold temperatures on the U.S. East Coast grounded numerous Jet Blue planes trying to take off from its hub at New York’s Kennedy airport. Some passengers were stranded in planes out on the tarmac for up to 10 hours. Horror stories of overflowing toilets, hungry and thirsty passengers including diabetics, tempers flaring and a non-responsive airline quickly spread via mass media and Internet blogs and YouTube videos.


Jet Blue quickly admitted it had waited too long to call for help in getting stranded passengers off the planes in the hope the weather would let up and flight could proceed.


Jet Blue CEO David Neeleman announced this morning a $30 million investment to revamp procedures for handling disruptions in service and to launch a customer “bill of rights.”


“We’re going to offer something that no other airline will offer customers,” Neeleman told NBC’s Matt Lauer on the Today show earlier this morning, “We’re going to be held accountable.”


Keep a copy of this seven-minute plus interview and consider it mandatory viewing for every CEO going through crisis media training. Neeleman is masterful because he owns up to mistakes and has a clear and compelling story to tell of a company going above and beyond to make things right. The Today show interview is a slam-dunk because Jet Blue has taken real, substantive, leadership actions to mix their mess.


Neeleman founded the company in February of 1999, with a crystal clear mission, “to bring humanity back to travel.” Staying true to that mission with the changes Neeleman announced today will further distinguish it from other airlines which have failed to capitalize on their own dark moments with such a clear-spoken commitment to superior customer service.


Looks like there’s a new leader among the airlines.

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  1. Katia says:

    I agree JetBlue handled the situation very wisely and didn’t play the blame and finger-pointing game. It’s so much more reassuring to have the head of the company finally take blame for something… it makes the company more humane and people-centric and more at our (customer) level.

  2. Paul Brunato says:

    Jet Blue has been heavily criticized for their response to the recent incidents with passengers, as despite apologies, they seemed to continue offering excuses for the situation – the weather, etc. This is a question of style, but trying to rationally explain the situation is not as warm and fuzzy as a full mia culpa without all the explanation.
    Here is the letter “from the CEO” that I received today. I think the popular reaction to this will be much more sympathetic:
    Dear JetBlue Customers,
    We are sorry and embarrassed. But most of all, we are deeply sorry.
    Last week was the worst operational week in JetBlue’s seven year history. Following the severe winter ice storm in the Northeast, we subjected our customers to unacceptable delays, flight cancellations, lost baggage, and other major inconveniences. The storm disrupted the movement of aircraft, and, more importantly, disrupted the movement of JetBlue’s pilot and inflight crewmembers who were depending on those planes to get them to the airports where they were scheduled to serve you. With the busy President’s Day weekend upon us, rebooking opportunities were scarce and hold times at 1-800-JETBLUE were unacceptably long or not even available, further hindering our recovery efforts.
    Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience that we caused. This is especially saddening because JetBlue was founded on the promise of bringing humanity back to air travel and making the experience of flying happier and easier for everyone who chooses to fly with us. We know we failed to deliver on this promise last week.
    We are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us. We have begun putting a comprehensive plan in place to provide better and more timely information to you, more tools and resources for our crewmembers and improved procedures for handling operational difficulties in the future. We are confident, as a result of these actions, that JetBlue will emerge as a more reliable and even more customer responsive airline than ever before.
    Most importantly, we have published the JetBlue Airways Customer Bill of Rights—our official commitment to you of how we will handle operational interruptions going forward—including details of compensation. I have a video message to share with you about this industry leading action.
    You deserved better—a lot better—from us last week. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to welcome you onboard again soon and provide you the positive JetBlue Experience you have come to expect from us.
    David Neeleman
    Founder and CEO
    JetBlue Airways

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  4. Ashley says:

    Wow — what an apology. Add that to the list of classic case studies.

  5. john says:

    Nonsense. If this blog is about PR being more than just “spin,” then Neeleman and JetBlue have to be asked tougher questions. For instance, why did they shut down for almost a week?
    Because if the answer isn’t about “timely information” or “tools and resources for crewmembers” or even “improved procedures for handling operational difficulties in the future” than all of this is mere spin.
    They shut down because they have structured an airline that flies crews (and works ground ops people) at absolute limits. So when an event like this occurs they “run out of legal time.”
    While other airlines can bump up against this wall no one has ever had to shut down for several days to get enough crews “back on the clock.” So the question that needs to be asked is what is JetBlue doing about this problem?
    The answer is spin.

  6. Chris says:

    More infomation and a growing commuity of jetblue crewmembers and customers that just out right hate jetblue and the bull that they put there customers through.
    Here some true facts streight from crewmembers and see how crewmembers are dealing with the horable company they work for at.

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