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Responding to a High Profile Crisis: A Case Study

Responding to a High Profile Crisis: A Case Study. Penny Neferis Director Emergency Response & Care . Outline. JetBlue Overview Infrastructure of our Plan Operational Challenges Lessons Learned. Who We Are. Started February 11, 2000 12,015 Crewmembers 4 Support Centers

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Responding to a High Profile Crisis: A Case Study

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  1. Responding to a High Profile Crisis:A Case Study Penny Neferis Director Emergency Response & Care

  2. Outline • JetBlue Overview • Infrastructure of our Plan • Operational Challenges • Lessons Learned

  3. Who We Are • Started February 11, 2000 • 12,015 Crewmembers • 4 Support Centers • Corporate - Forest Hills, NY • Reservations - SLC, UT • Finance - Darien, CT • Training – Orlando, FL • 5 Crew Bases • JFK, BOS, FLL, LGB, MCO

  4. Where We Jet • 51 BlueCities • 500 Flights per day • 134 Aircraft • Over 100 million customers

  5. Dilbert’s Crisis Plan

  6. Emergency Response & Care Program • Maintain Emergency Operations Manual • Ensure compliance with Aviation Family Assistance Disaster Plan 1996 • Maintain Family Assistance Plan • Support & oversight of Station Emergency Plans “Red Bag” • Manage over 300 crisis/ER team members & 750 Care Team • Conduct corporate, station training and exercises • Support Business Continuity initiative • Manage Employee Assistance Program and employee crisis

  7. Crisis/Emergency Response Teams

  8. Emergency Command Center • Key Team Members • Flight Ops • Inflight • Legal • Finance • Care • 60 members • Technical Ops • Airports • Communications • Security • IT

  9. Go Team • The Go Team consists of all personnel who are designated to go to the accident site • Participate in the accident investigation • Coordinate family assistance activities • Provide incident management and support • 75 Team members • Location for deployment:JFK Building 81

  10. Family Support Team • Key Roles • Lock & reconcile manifest • Staff crisis call center • Conduct family notifications • Coordinate travel • Launch Care Team • 120 FST members & 100 Leaders/Support

  11. Drill Pictures

  12. What We Have Prepared For

  13. Operational Challenges

  14. FANTASY: What Ice Storms Look Like

  15. 2007 Ice Storms: Round ONE February 14, 2007 - What happened? • Ice Pellets Regulation • Wanted to “do the right thing” and not cancel flights • Aircraft could land but could not take off • No gate space at JFK/aircraft on the runway • Crews out of position/unable to get to work • Incredibly high load factor (President’s Day)

  16. REALITY: What Ice Storms Look Like

  17. REALITY: What Ice Storms Look Like

  18. 2007 Ice Storms: Round ONE How we got through it….

  19. 2007 Ice Storms: Round TWO March 17, 2007 - What happened? • Major ice storm forecasted for Northeast • Crews (ONCE AGAIN) out of position/unable to get to work • Relatively high load factor (St. Patrick’s Day) • Intense pressure to “GET IT RIGHT”

  20. 2007 Ice Storms: Round TWO March 17, 2007 - How we did it? • Had decisions made early on • Cancellations made early on • Communications sent out early and throughout event • Extra support staff brought in to help at airports • Operated with a new “Customer Bill of Rights”

  21. March 2007 Ice Storm: Timeline of Notifications 3/16/07 @ 3:23am378 notifications… 3/16/07 @ 12:43pm4,430 notifications… 3/16/17 @ 1:04pm2,683 notifications … 3/16/07 @ 3:25pm2,683 notifications… 3/16/07 @ 3:49pm4,427 notifications… 3/16/07 @ 9:31pm444 notifications… 3/17/07 @ 3:12am601 notifications Grand Total: notifications 15,646

  22. Our Lessons Learned • When you are in a battle with Mother Nature, she will win • Get the most out of your notification system – be creative • Debrief from events, document, change/add procedures so that you can learn from your mistakes • Communicate, communicate, communicate • Have key players identified to make the tough decisions with 2nd, 3rd, and 4th back ups identified • Don’t wait for a crisis to assess major needs – start planning and testing your plan now include events that are outside of your normal operation!

  23. Our Next Steps • Implement Business Continuity into our culture • Taking the time and resources to be proactive to be prepared • Drill scenarios to expand beyond accidents • Create checklists and procedures for high impact critical events • Debrief after events, create reports and new procedures

  24. Comments “I was so surprised and touched to be contacted by the Care Team to know if I was ok, which I am. … thank you for your support.” -JetBlue Inflight Crewmember, San Diego Wildfires, October 23, 2007

  25. Responding to a High Profile Crisis:A Case Study Thank you! Contact: Penny Neferis 718-709-3511 penny.neferis@jetblue.com

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