Can JetBlue Keep Soaring?
The article I found is titled “Can JetBlue Keep Soaring?” and can be found by clicking on the flowing link:
http://www.forbes.com/business/2007/02/20/jet-blue-airline-meltdown-biz-...
The article began by approaching the idea of whether or not JetBlue could handle another crisis like the one that occurred in February. The author went on to discuss how if a snow storm were to repeat the performance that the company would lose any customer service reputation they had along with their clients. The authors then goes into describe how minor changes in the way the company handled the crisis could have led to a smaller problem and happier clients. JetBlue has built their customer service reputation on not canceling flights but has learned the hard way that sometimes you should cancel flights and not wait until the last minute! JetBlue is still doing relatively well but did suffer a 15% drop in sales after the incident.
This article is helpful to realize that the company really was strong and in my mind took its idea of never canceling flights a little too seriously. It is important to keep customers happy and sometimes this is just communicating with them and making them aware of the situation and possible alternative options. Their business suffered a loss of 15% which could have been avoided if the communication and customer service handled themselves correctly.