JetBlue Crisis
http://www.levick.com/resources/topics/issues/jet_blue.php
I found the article to be really interesting. I find it very respectable how JetBlue went about the situation with risk management. Risk management is dealing with problems before they occur which has to be a more fundamental, longer-term objective. JetBlue went ahead and apologized to its customers by offering refunds and additional perks to rebuild the goodwill of its customer base even before the crisis started. It was a large leadership role that JetBlue took on, and it was the stepping stone to a passenger bill of rights. The bill of rights include the compensation based on the length of the delays which can range from $25 to full ticket, if a cancellation occurs within twelve hours of the flight, there will be a full refund. The most important part of all of this is the steps JetBlue took after a storm that was out of their control, to bring their customers the highest level of satisfaction through a passenger’s bill of rights.
This article is useful in the project because it deals with what JetBlue did after the crisis in February. It shows the steps that a company like JetBlue needs to take when faced with a situation that can hurt its business.