jetblue airways by: amanda albert & mia millevoi
TRANSCRIPT
JetBlue AirwaysBy: Amanda Albert & Mia Millevoi
The Crisis
Inside JFK Day of Crisis
• February 14th, 2007
•JFK International JetBlue Headquarters
•Stranded, Starving, Freezing
•131,000 people affected
(The New York Times, 2007)
Pre-Crisis“Wait and see”
weather approach
Dependence on reservations system
Untrained emergency control center
Poor communication system
(Bailey, 2002)
Initial ResponseBe quick, be accurate, be
consistent
David G. Neeleman, CEO
Created Twitter account
Public addressed on February 21st
Late call to Port Authority
(Coombs, 2007)
Reputation Repair
(Jet Blue Airlines, 2012)
Post-CrisisPublic appearance on David
Letterman
-$42 million in revenue
“We should have actedquicker”
2011 Pilot Breakdown Crisis
(BloombergBusinessWeek, 2007)
Takeaways
1. Planning & Preparation are crucial.
2. Timing is everything.
3. A crisis can make or break you.
Sources Bailey, J. (2007, February 19). JetBlue’s CEO Is ‘Mortified’ After Fliers Are
Stranded. The New York Times. Retrieved from http://www.nytimes.com
Bloom, B. (2009, January). Crisis Management: What’s Your Strategy? Franchising World. Retreived from http://www.ebscohost.com
Coombs, T. (2007, October 30). Crisis Management and Communications. Institute for Public Relations. Retrieved from http://www.instituteforpr.org
Hanna, J. (2008, March 31). JetBlue’s Valentine’s Day Crisis. HBS Working Knowledge. Retrieved from http://hbswk.hbs.edu/item/5880.html
Jet Blue Airlines. (2012, August). Customer Protection. Retrieved from http://www.jetblue.com
Jordan-Meier, J. (2011, August). Crisis Management. Leadership Excellence. Retrieved from http://search.proquest.com/docview/884215419?accountid=14270