Another JetBlue Article
http://crisisblogger.wordpress.com/2007/02/19/can-jetblue-recover/
This article was another interesting assessment on JetBlue’s ability to recover from its February crisis. It list four basic rules that a company should follow after a disastrous event. They are to “accept responsibility, apologize and make restitution if possible, clearly identify the changes that will be made to prevent recurrence, and identify how future reports on progress will be made.” The article then assesses how JetBlue did on each of these four rules. The company has responded partially to the first two according to the article, but not to the latter two rules. Basically, the article states that JetBlue still has a lot of work to do to recovery from the events. It also raises the question as to how the company will change coming out of this crisis. One of the reasons I liked this article was that someone posted the letter that CEO David Neeleman sent out to those affected by the situation. He stated that they are extremely sorry for the way things happened and that the company is going to take steps to improve this in the future. They included that they are forming the Customer Bill of Rights to ensure that their customers will be satisfied. Seeing the immediate reaction of the company and the things they instituted will be beneficial to this project.
Comments
Not Bad
I think this article is good. I like how it goes through the obvious steps on how to handle a crisis and talks about whether each one is being taken care of. I don't know, however, how much detail it goes into in the specific events about what happened leading up to the crisis. Although I know we did read about that in other articles. I liked how this one gave a different perspective on the situation. It is interesting to look at this jetBlue situation because we can read about what happened and then read about how it was dealt with and the long(er) term effects of the situation because it happened in the past. I think it will be interesting to see how everyone interprets the situation and how to deal with it in the future.