English 420Y - Business Writing Online

The article I chose concerning the JetBlue crisis comes from the Businessweek magazine website. The article gave a brief description of the meltdown on Valentines Day, but more importantly addressed what the future holds for JetBlue Airlines. One interesting part of the article was a paragraph describing how Businessweek removed JetBlue from it's list of Customer Service Champs. I am not really familiar with this periodical, or the validity of this list, but apparently JetBlue had a #4 ranking and had racked up service accolades faster than any other airline. The article goes on to say that because of JetBlue's own "trumpeting of it's customer friendly approach" the airline was held to higher expectations by customers. I thought this point was significant considering will we be writing documents in the Corporate Communication Project that address the extreme disappointment passengers felt on that day. The article is slightly dated so it does not describe how CEO David Neeleman was replaced. However, it does explain that some of the changes he made at the time were steps in the right direction. These highlights, and the personal comments at the end of the article will give good insight into the problem, which will aid in informed, professional writing. http://www.businessweek.com/magazine/content/07_10/b4024004.htm