Reading Response 3
After reading the articles on the JetBlue crisis, I was very surprised that a large airline could experience that big of problems. Obviously no one can predict the weather or truly be prepared for every situation, but one might think that an airline could have emergency weather procedures and compensation for customers. Delays always happen but the confusion that followed really hurt JetBlue. They really did not have any good plans in place and their actions did not help the situation. JetBlue did not do a very good job of communicating during the crisis; many passengers were left waiting in long lines without a clue of what was happening. They could have at least made clear announcements to the stranded passengers. By not doing so, they were not honest with the passengers.
I think that the company did the right thing by trying to compensate those passengers who experienced ridiculous delays and cancelled flights. They should have had a compensation plan in place. JetBlue’s CEO, David Neeleman, was very honest with passengers. He admitted JetBlue’s failure and was very sincere. He did not try to come up with excuses or use large words. Like Luntz’s rule of simplicity, he kept the guidelines simple. Also based off Luntz’s rule number 5, he offered something new. JetBlue would actually pay customers for delays based on how long they had to wait. The fact that JetBlue made clear rules and guidelines for payment kept the compensation consistent like rule number four. Luntz’s suggestions for ethics definitely showed through in the aftermath of JetBlue’s crisis.
As I look forward to next week and writing a press release, I plan on using a lot of Luntz’s suggestions. I know I personally do not like to read some long and complicated announcement. I plan on getting to the point and keeping the writing simple. It’s much easier to gain information when it is easy to read. I will also be truthful in my writing and consistent with what I say. By using Luntz’s rules for effective language, I can write a very useful press release.
Comments
A Good Effort
I enjoyed your blog. The weather cannot be predicted, but it is important for airline companies to have a plan since weather is such a factor in the business. I agree with you when you say that JetBlue did the right thing by trying to compensate the passengers who experienced the delays. Eventhough JetBlue did not have plan before the crisis, the company did their best to accomodate the passengers that were involved in the crisis. I do believe that the company did their best to be sincere and honest with the passengers. JetBlue did what they could do to the situation in the aftermath. Although, if JetBlue were to have a plan prior to the crisis, the issues could have been resolved and might have saved the company at least of trouble.
Comment
That is very true that you would think that any airline would have some sort of action plan for weather related issues. JetBlue has been in business for seven years and this was the first time in that span that they have had such a crisis. I'm sure that there have been weather conditions that were not accommodating to the airline in that span of time so either this one was a huge weather condition or they had other issues on that day. Either way they should have been ready to handle this situation better.
The way the handled the situation afterwards though was done so very well. They took accountability for what had happened and tried to ensure their customers that it would not happen again. They took many actions to help show this and to try to get their company reputation back. I think you also made a good point when you said that you want to make your press release to the point and simple. Many people do not like to read long and complicated material.
Comment
I also thought that the Jet Blue CEO was honest and sincere in his apology and aspirations to correct problems within the company. However, I read the Customers Bill Of Rights with a critical eye. It seemed to me that the only way someone was going to get that compensation is if they trully suffered and if Jet Blue was to blame (i.e. caused error by JetBlue). In any normal situation or small mistake where you wait say an hour they will not compensate you. It seemed to me the Bill of Rights was saying, if we mess up "BIG" again then we'll pay otherwise deal with it. I just wasn't believing the Bill of Rights. It seemed unreliable and uncredable. I think it was a good attempt but I'd rather see legislation go through!
Mixed Results
It seems to me like there were a lot of mixed results in this situation. I think a lot of it has to deal with a lack of organization and coordination. For example, it was mentioned that many of the customers were left waiting in long lines without any idea what was happening. At the same time, we hear reports of men going around with megaphones so that everyone could be kept informed. Perhaps there were just too many people all at once to be dealt with and the company did not have enough employees there to represent itself despite sending in as many reinforcements as it could. Either way, if they could have designated specific areas for employees to communicate with the stranded passengers, maybe the situation could have been improved.
reply
I think you hit the nail on the head when you said that the confusion after the delays is what hurt the airline. I think what saved them is the way the CEO accepted their fault, apologized to their customers and showed that they were making a true effort to rectify the situation. Also their compensation system for passengers was very well done. You could see from all the articles and from the video that they were doing all they could to rectify the situation.
I think I will use a lot of Luntz rules while writing my press release too, keeping the article simple and to the point makes it easier to read and more effective!
Good job on the blog. It was really well written.