JetBlue Airways
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Transcript of JetBlue Airways
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JetBlue AirwaysBy: Amanda Albert & Mia Millevoi
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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)
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Pre-Crisis“Wait and see”
weather approachDependence on
reservations systemUntrained emergency
control centerPoor communication
system
(Bailey, 2002)
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Initial ResponseBe quick, be accurate, be
consistent David G. Neeleman, CEOCreated Twitter accountPublic addressed on
February 21st Late call to Port Authority
(Coombs, 2007)
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Reputation Repair
(Jet Blue Airlines, 2012)
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Post-CrisisPublic appearance on David
Letterman -$42 million in revenue“We should have acted
quicker” 2011 Pilot Breakdown Crisis
(BloombergBusinessWeek, 2007)
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Takeaways1. Planning & Preparation are crucial.
2. Timing is everything.
3. A crisis can make or break you.
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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