1 / 8

JetBlue Airways

JetBlue Airways. By: Amanda Albert & Mia Millevoi. The Crisis. Inside JFK Day of Crisis. February 14 th , 2007 JFK International JetBlue Headquarters Stranded, Starving, Freezing 131,000 people affected. (The New York Times, 2007) . Pre-Crisis. “Wait and see” weather approach

drew
Download Presentation

JetBlue Airways

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. JetBlue Airways By: Amanda Albert & Mia Millevoi

  2. 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)

  3. Pre-Crisis • “Wait and see” weather approach • Dependence on reservations system • Untrained emergency control center • Poor communication system (Bailey, 2002)

  4. Initial Response • Be quick, be accurate, be consistent • David G. Neeleman, CEO • Created Twitter account • Public addressed on February 21st • Late call to Port Authority (Coombs, 2007)

  5. Reputation Repair (Jet Blue Airlines, 2012)

  6. Post-Crisis • Public appearance on DavidLetterman • -$42 million in revenue • “We should have actedquicker” • 2011 Pilot Breakdown Crisis (BloombergBusinessWeek, 2007)

  7. Takeaways • Planning & Preparation are crucial. 2. Timing is everything. 3. A crisis can make or break you.

  8. 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

More Related