JetBlue Crisis Article
The article I chose is from the Star Ledger titled "Jet Blue Communication Crisis". The author, Steve Adubato, states that "Jet Blue has a reputation of excellent customer service. They’ve gone out of their way to treat customers with courtesy and consideration." He says communication has been Jet Blue's key success in the past. Unfortunately, the tables turned when the massive snowstorm hit JFK airport. According to the article, it claims that the passengers stranded on the plane were running out of food and updates from the cockpit were rare and inconsistent. The communication skills were very poor and passengers were not informed ahead of time make arrangements for other flights. Following the incident, CEO of Jet Blue David Neeleman made a public announcement stating how much the love their customers and how "unforgivable" their performance was. Jet Blue realizes now how important it is to develop a communication plan because even a solid organization like themselves panic/freeze when a disaster occurs. There is a a great need for to plan for the most extreme cases. The greatest concern was the lack of communication that transpired between the cockpit, crew and passengers in hope that it has not tarnished their reputation.
The reason for choosing this article is because like in all companies, the number one priority is customer satisfaction. David Neeleman has been doing a great job of meeting those needs. In relation to the corporate research project, Neeleman made many announcements to the public apologizing to them for the inconvenience, lack of communication, and insufficient back up plan. The fact that this man is responsible for this organization sets the tone of this article to be very apologetic towards the public. I think this article really helps to put things into perspective for the company and what should be done when another comes their way. This article will assist me in developing a press release and business letter because it does a good job sending a message to the public/customers in a sincere manner.