JetBlue Crisis
It was obvious that JetBlue was not prepared for the ice storms and the cancellations that were brought to the company. As for the CEO and its board communication seemed to be the main problem. According to the article, JetBlue was known for great customer service and cheaper flights. One thing that impressed me was that the CEO admitted he was in the wrong in the way he handled the crisis. He stated that they would make this situation better with the customers and that they also wanted to avoid problems like this in the future. This helped me to learn about how much he cares for his customers. I mainly think that communication could have been enforced way better to avoid these problems for JetBlue. Better communication between the flight crews, JFK Airport, and JetBlue executives may have saved them from much heartache. I do think that JetBlue has definitely learned their lesson, and they have even improved by adding the Customers Bill of Rights. By making these strides and improving their communication skills JetBlue will be a success in the future. I think the way they addressed the customers after the crisis will be extremely helpfule with the corporate project research.
This is my article: http://www.article99.com/business/communication/article.php?art=27153